761 results found
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Make EMAIL ADDRESS an available Column in NICE Digital interactions
I would like to request the inclusion of the customer’s email address in the available column fields within the Interactions tab of the RingCentral Contact Center (NICE CXone) interface.
The current column options include fields such as Customer Name, Case ID, and Channel, but not the customer’s email address.
Adding the email address as a selectable column would significantly enhance our ability to identify and remove duplicate records when generating reports, thereby improving data integrity and operational efficiency.
4 votes -
Allow agents to get their log in and log outs as an EXCEL sheet.
Have a download buttons that allows you to get your log in and outs as an excel spreadsheet.
1 vote -
Grouping & Organizing Contacts in "Favorite Contacts" and the "HUD"
It would greatly enhance usability and efficiency if users had the ability to organize or group contacts within the "Favorite Contacts" section and the "Heads-Up Display (HUD)" in the RingCentral platform.
The implementation of this feature would allows users to create custom groups or folders within both the Favorite Contacts list and the HUD. This would allow for better organization, quicker access, and a more intuitive user experience—particularly for users who manage a large number of contacts, departments, or teams.
Suggested Examples could be as follows:
--Department Grouping: A receptionist or operator could group contacts by department (e.g., Sales, Support,…7 votes -
Call Logs enhancement for OB faxes
Our goal is to capture the latest status directly within our application.
This is particularly important because:
If a fax fails, we would like to automatically resend it from our application.
In cases where the fax number is incorrect or the recipient’s fax machine is turned off, the status often shows as "Unknown" (e.g., when the receiving fax machine is busy or unresponsive).
Having a webhook or direct API endpoint would help us handle such scenarios more efficiently and provide timely feedback to our users.
As a fallback, could you also confirm whether "Unknown" statuses can be further differentiated (for…
2 votes -
Be able to assign a different ringtone to contacts.
We have a secure builidng and I used to have a different ringtone assigned to a call coming from the call box. It made easier to answer in a more appropriate way. My screen does still come up and say 'front door' but the ringtone helped if I was not sitting at my desk. Not sure why this feature went away.
3 votes -
New Digital Filters/Columns
When searching for cases in Digital, there are no columns or criterial for finding Last Updated by Agent or Last Updated by Client. Currently the only date/time column is Case Create Date, which helpful for NEW cases, but not helpful for OPEN where the client has replied, or where agent may need to manually create a follow-up.
2 votes -
Viewability Improvement
Expand the size of this table, there is so much free space and it's very different having to manually expand each cell to view the full text.
PLEASE
2 votes -
Automated Blind Transfer Rule in Studio Script
Feature Request:
The ability to configure an automated rule for blind transfers within Studio Script that can be activated for a specified period of time and then automatically revert back to its original state once that period has ended.Business Value:
Provides greater flexibility in managing call flows during temporary situations (e.g., outages, holidays, or staffing changes).
Reduces manual intervention, lowering the risk of errors when enabling/disabling temporary routing.
Saves time for administrators by automating what currently requires manual scripting adjustments.
This feature would significantly improve efficiency and reliability when handling temporary routing scenarios.
2 votes -
See all agent stats without scrolling
It would be amazing if when you are looking at the agents on the Analytics and Supervisor tabs you could see the whole picture without having to scroll up and down and left to right! A complete picture.
2 votes -
record call on transfer
Customer Law Office of James Scott Farrin (RCX # 38370001) would like RCX Queue's "Recording on Transfer" setting to pass recording control (pause/resume) to the REX user when RCX calls are transferred internally to REX user.
1 vote -
AI generated call notes/summary be sent to the ZOHO contact record that was called
Our customer requests the integration of AI-generated call notes and summary features from the RC App with their ZOHO CRM.
10 votes -
Automatic Update of Email "From" Address After Skill Transfer
Title
Automatic Update of Email "From" Address Upon Skill Transfer for Agent Replies 📧
Description
Currently, when an email interaction is transferred from one skill/queue to another within the Contact Center environment, subsequent replies made by the agent in the destination skill default to the original skill's configured "From" email address.
The desired behavior is for the system to automatically adopt the destination skill's email details as the default "From" address for all subsequent agent replies to that interaction.
This change should take effect immediately when the agent opens the transferred email for the first time in the new queue…1 vote -
Notify clients via email when service is down. Include a link or poll
Notify clients via email when service is down. Include a link or poll to respond with 'Yes we are down' or 'No we are not experiencing service issues'. I was not able to submit a case yesterday when the system was down even though that is what you all said to do in your 'updates'.
9 votes -
Give the option to remove RNA
Create the option to have technicians remain available after a missed phone call.
1 vote -
Include a button for quick hang up disposition to reduce disposition times
Include a button for "quick hang up" just like the buttons for "do not call" and "Answering" disposition, this will allow to reduce disposition times in campaigns that have a high rate of hang ups before informing the purpose of the call.
1 vote -
There should be a way or an option for us to see the previous call reports including the total calls handled, total talktime, login,
There should be a way or an option in RCX agent for us to see the previous call reports including the total calls handled, total talktime, login,
1 vote -
It would be great if the RingCentral phone number that comes in on lead calls, was to auto populate Agent OS, thus cutting down the time to
Also auto populate the location ID from RingCentral to Agent OS.
1 vote -
Voicemail recipient when blind transfer
The client wanted to have a feature that when they transfer the call to the recipient and was not answered, the voicemail will go the recipient not to the originating extension.
2 votes -
Replace UNKNOWN CallerID in RingCentral softphone by a Studio variable content
When the RingCentral softphone is ringing beyond MAX/CXOne agent call arrival, we see UNKNOWN as callerID on RingCentral Softphone.
If max agent or CXOne agent is not on front, we don't know which caller is calling, and we cannot replace callerID by anything else than our personal callerID.
The idea is to show the customer name or a variable tagged in InContact Studio instead of UNKNOWN. It would be very easier for agents handling calls, particularly in case agents have multiple customers to answer to.
Thank you58 votes -
Helpdesk
As a WFM professional for my organization I should be able to create and submit my own tickets to RingCentral when there is a system issue. At this time I'm told I have to contact my IT department (which doesn't understand how things should work on the WFM side). So I'm trying to explain the error and what should occur to someone who isn't familiar with workforce management. They then in turn try to explain what I told them to RingCentral. Once my issue has been assigned a technician to assist me I'm then looped back in to further clarify…
1 vote
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