159 results found
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Manual Call Recording for Manual Outbound Calls
All 140 Agents that place Manual Outbound Calls in RingCX need the ability to decide when/if they record their calls. If they do choose to record the call, they want to be able to drop a Audio File that will play to the customer that the call is being recorded (this is currently not supported with Manual Outbound Calls but is possible with the Dialer).
1 vote -
RingCX Agent: Ability to Modify Voice Connection Options for Agents
Some agents are inadvertently logging in using the RingCentral App instead of the Integrated Softphone. As a result, calls routed to the RingCentral App are left unanswered and often abandoned. Since Presence Sync is not yet available, the RingCentral App must be set to Do Not Disturb (DND) to prevent calls from being delivered simultaneously.
This feature should allow administrators to modify the available Voice Connection options for agents, ensuring that calls are routed correctly and reducing missed or abandoned calls.
1 vote -
better visibility when receiving a phone call
I would like better visibility when receiving a phone call, like have the web browser icon light up or something like that
1 vote -
RingCX: Add Call Log and Report to Quick Access on Home Page
Currently, the RingCX home page has a "Quick Access" section. We would like to request the addition of two new, configurable links to this section: "Call Log" and "Reports."
Having these links readily available on the home page would save time and clicks for our agents and administrators, allowing them to quickly access key information and analytics without navigating through multiple menus. This feature would significantly improve the user experience and overall efficiency when using RingCX.
1 vote -
Unified Call View – Active & Waiting Calls on One Screen
Customer Expectation:
Agents should be able to view all active calls and queued calls simultaneously within a single interface, with efficient use of available screen space. The goal is to minimize context switching and allow agents to manage their workload without navigating between tabs.Current Limitation:
RingCX requires agents to toggle between separate tabs to see active calls and queued calls. This design interrupts workflow, creates unnecessary clicks, and increases the risk of overlooking queued interactions—especially in fast-paced call environments.Benefits:
- Continuous Workflow: Agents can stay in one screen without breaking focus.
- Quicker Call Management: Immediate awareness of…1 vote -
Unavailable Code Logout Timer
NICE CXone has a "Agent Timeout" setting on each unavailable code. Please add the functionality to toggle on an "Agent Timeout" for each unavailable code. When enabled, and the agent reaches the value set for the timeout, the agent would be logged out of the RingCX system. This is useful for agents that put themselves into an unavailable code like Lunch, without realizing they are taking the rest of the day off. For example, most employees take a one hour lunch break. The "Agent Timeout" for the Lunch available could would be set to 120 minutes (two hours). The agent…
1 vote -
Native Call Waiting Functionality with Real-Time Caller ID Visibility for In-Queue Callers in RingCX Agent Interface
Add a native feature to display Caller ID (name and number) of waiting callers (2nd, 3rd, etc.) within the active call screen in the RingCX Agent interface.
Current Limitation:
Agents are currently unable to see Caller ID information for waiting calls unless they leave the active call view and manually navigate to other areas like the Analytics or Supervisor tabs. This creates a disjointed experience and impacts real-time decision-making.Use case:
An agent is currently engaged in a live call. While speaking, they can glance at the interface and see the next caller waiting — “John Smith | (555) 123-4567…1 vote -
Agent State
Make Agent States by Agent and not a global setting.
1 vote -
Dynamic Caller ID from RCX Front
We’d like to request a change to support displaying the caller ID dynamically from the RCX front, instead of using a static value. It should display a more generic value like "Internal RCX Call" or the actual caller ID of the RCX agent, depending on their configuration.
Currently we are seeing random numbers (027837475)
1 vote -
Add manual dialing for referred customers
When some potential customers mention that they know someone who is looking for or needing our services and want to give us their number, or when they indicate that their spouse is the one we need to speak to and volunteers their number - it would be ideal and a great aid if we were actually able to use that information to take advantage of the presented opportunity and cease the moment and get referred customers.
1 vote -
Modify RingCx Integrated Cloud Destination / External Contact Center
Ability to access Cloud Destination outside RingCX to modify or configure
1 vote -
live agent state visibility for other agents in same queue
It would be very practical for agents in a queue to be able to see in the Ringcentral app who is logged into the queue, including their status, but without being able to see the KPIs of the other users, as is possible with the supervisor function.
Background: Possible coordination between agents regarding breaks, end of work, covering availability without data protection problems.1 vote -
RCX - Plantronics hub Compatibility with RCX
Ability to allow the use of the Plantronics hub through RCX.
Customers who are using the RingCentral Office phone via the RCX and the RC app is integrated with the Teams app should be able to use the Plantronics hub without an issue.
1 vote -
Pie chart report displaying a list of agent names along with the total number of answered calls shown on the Realtime dashboard
The customer requested a Pie chart report displaying a list of agent names along with the total number of answered calls shown on the Realtime dashboard.
1 vote -
allow us
Allow us to turn our ring central on Dark Mode
1 vote -
notification
Our agents are using the integrated softphone in RingCX. Many agents are logged into several queues. The agents have to click the RingCX notification and then click the "answer/reject" popup notification. My suggestion is to have only one notification and in that include the queue name, customer name (if known from the carrier) and ANI along with the answer/reject buttons.
1 vote -
Retain Agent Data in Historical Reports After Removing Agent
Removing the agent also removes the data from Historical Reports. We would like to request an enhancement where the agent data is retained after deleting the agent from the account.
1 vote -
audio settings
In the web based RingCX app/site, there are no settings at all, of any kind, and none to change audio devices being used. When I login to the site, my bluetooth headset I use for calls on Teams turns on as though I've entered a call software environment, but there is no settings gear anywhere in the website at all - very strange...
1 vote -
First Call Resolution report
Have a First Call Resolution Historical report. a call is considered successfully resolved on the first attempt when the same phone number does not initiate another call to the same queue within the following 24 hours. This definition is applied per queue, over a 24-hour rolling window.
1 vote -
ai to mitigate email integration
Customer wants for after the call to select a disposition, and for that disposition to automatically create an email with the AI notes of the call to send to the client. They basically want the AI-generated call summaries automatically inserted into the email body for each disposition following a call interaction. This would enable agents to promptly send these summaries via email to their callers.
1 vote
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