96 results found
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Transfer calls faster
I need a feature that when I transfer the call it will be connected right away without ringing
4 votes -
Name On Billing Statement
Ability to change the name on the billing statement, Because currently the one showing
On the Recurring statement name is the Main Super Admin on the account which is not
The owner. I hope that there's a feature where customer can choose the name who will
Show on the billing Recurring Statement.2 votes -
Cost Centers built in RCX
Currently, RCX bills lack a summary page showing agent allocations, similar to RingEX's cost center billing. The customer requests this feature
45 votes -
Set up your workflow
Issue: Set up your workflow
Background: when incoming call is received from the main number
there will be automatic text(RingCX Workflow Builder) coming from RC number
Request:
to have an option or custom rule from the Set up your workflow
not to send automatic text message from the RC number if customer received the call from the same phone number1 vote -
RingCX_ Updating the priority via API for leads
The customer is attempting to update lead priorities using the PATCH API for leads that are already loaded into the system. However, this is not functioning as expected.
According to the RingCX Product team, updating priorities via API for already-loaded leads is not currently supported by system design. However, the team is actively reviewing this capability for potential enhancement in 2027.
1 vote -
Full Telephony Migration to RingCX with Physical Phone Support
Request Summary
The customer would like the ability to migrate their telephony operations entirely to RingCX, eliminating the current dependency on RingEX for initial call handling. At present, inbound calls are routed through RingEX first and are only transferred to RingCX when no agents are available. The customer's preferred design is for calls to be handled directly within RingCX from the outset.Business Need
The customer is seeking a streamlined contact center architecture that leverages RingCX as the primary telephony platform. This would simplify call routing, reduce reliance on multiple platforms, and provide a more centralized agent experience and reporting…1 vote -
Call transcript
Customer would like to have a copy of a transcript with his interaction with the live agent. It would be helpful if the customer would have a documented transcript sent to them via email as documentation of the conversation they had with a live rep. instead of just going through to the ticketing system
3 votes -
Allow phone numbers that are formatted with periods.
Allow phone numbers that are formatted with periods. When I copy some company's phone number, if they use periods, it can't be dialed.
1 vote -
RingCX - Play Remaining Esimated Wait Time to Callers in Queues (More than just once)
When callers are waiting in a queue, RingCX can only play back the estimated wait time once. Other phone systems have an option to let callers know the estimated wait time every X seconds, such as once every 45 seconds, so they know how long it is before their call is answered.
We would like to see RingCX updated so it allows us to teller our callers how long it is before their call is answered more than just one time.
Also, there is a RingCX configuration that lets the callers know their position in the queue, such as "caller…
30 votes -
Add a Holiday event on RingCX queues
RingCX queues do not follow the holiday schedule set up under Voice>Account Settings>Holidays and consequently holidays need to be setup manually as a business hours overdrive which is a long and tedious process.
Having a RingCX holiday queue event added under the queue's "queue events" menu that would follow the holidays setup under the account settings and allow admin to configure where to route the calls to if a holiday would be a tremendous setting addition and a total gain of time for admins.7 votes -
Rule/Time to set up when RingCX Alerts Notification Email will be sent.
A rule should be added for the ability to set up a time when Alerts Notification Emails will be sent. Current behavior, notifications will be sent anytime when the rule is met per Interval, with no option to set up a time.
9 votes -
Enable Call Controls in RCX Agent UI when dialing Mobile Numbers
When placing a call through the RCX Agent UI, Agent Call Controls are only shown when a 200 OK is returned. This is standard for landline numbers, however when dialing a cell, we do not get a 200 OK until the called party picks up. Customer would like to enable Agent Call Controls to show when a 180 RINGING or 183 SESSION PROGRESS is returned. This would allow Agent Call Controls to show when dialing Mobile numbers as well.
24 votes -
Hide SFTP credentials in the RingCX Recording Delivery
Currently, SFTP credentials are visible to anyone with admin or RC admin access, which poses a security risk. Hide or restrict the visibility of the SFTP Credentials and be only accessible to the users who created them
8 votes -
Being able to change an agents status through the Real Time Dashboard
We would like to have the ability to change an agents status in the Real Time Dashboard. As an example. If an agent was in RNA Status and did not notice. A manager should be able to change the status back to available, without having to contact the sales agent
21 votes -
Allow for Larger Agent Debug Files to be Requested
Allow for larger agent debug files to be requested. Currently, if the file is too large when requested, the requester doesn't know the debug file email won't come because of this.
If we're not going to implement a permanent fix, then we should at least provide a notification upon request that the file is too large, and to ask that the agent pull it from the agent app instead.
3 votes -
Voicemail Notification Emails for Voice Queues with Text Transcripts
Currently, text transcripts on voicemail notification emails from a voice queue are not available on RingCX like they are for RingEX.
17 votes -
Dial 911 On RingCX Agent Platform
Ability to dial 911 or 988 on RingCX Agent platform
6 votes -
Contact List
Need the ability to upload a contact directory (Google Doc) similar to how you can today on Ring EX (Specifically for Energy Services).
2 votes -
RingCX Add Bulk Disposition
Add bulk or add the same disposition on different queues to avoid manually adding disposition to match the other queues and to save time
4 votes -
Delay in the event after "Single Play Audio"
At present, after the first two single play audio files are played, there is about a 4-7 second delay before moving to the next queue event. This has been identified a bug by EVCR (https://jira.ringcentral.com/browse/EVSE-8256)
Steps to reproduce
setup duration of first queue event to 38
call into the queue and listen if there will be a delay after playing 2 files
setup duration of first queue event to 39
call into the queue and listen if there will be a delay after playing 2 filesActual behavior
There is delay after the end of playing 2 files…
18 votes
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