106 results found

1. callback callerID

   Q callbacks can only be provisioned with the CID of an existing queue. This does not use the Q's Manual Outbound or Transfer Override Caller ID settings. It appears its using a phone number assigned to a channel that routes the call to the Q.

   Customer is requesting an option to include / enter an external number as the CID.

   Currently, if another number is entered in the "Callback from Queue" field, it is disregarded and uses the default queue, which results in the channel's phone number assigned to the Q.

   Customer supports multiple residential properties and all calls originally reaches these properties. If calls are not answered or REX CQs wait settings are reached, it forwards to RCX via CCRN. These CCRNs are not published and customer prefers these are not to be used as Callback CIDs and would like to use their main published number. This main published number is also an external number which has been approved as a Substitute CallerID and completed the process for the account.

   Q callbacks can only be provisioned with the CID of an existing queue. This does not use the Q's Manual Outbound or Transfer Override Caller ID settings. It appears its using a phone number assigned to a channel that routes the call to the Q.

   Customer is requesting an option to include / enter an external number as the CID.

   Currently, if another number is entered in the "Callback from Queue" field, it is disregarded and uses the default queue, which results in the channel's phone number assigned to the Q.

   Customer supports multiple residential properties and all calls originally… more

   7 votes

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2. 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

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3. Add API and Reporting Indicator for Carrier-Masked / Altered Caller IDs

   Introduce a metadata field, flag, or indicator within the API response payload (e.g., Call Log API, RingCX API) and exported Analytics reports that identifies if a Caller ID/ANI is:

   The original caller phone number provided by the originating carrier, OR

   A suspected masked/replaced number applied during the telecom routing process (based on known SIP header metadata or gateway routing patterns).

   2 votes

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4. Feature Enhancement Request: Customer-Controlled Azure Text-to-Speech (TTS) Voice Selection via SSML in RingCX Workflows

   Feature Enhancement Request: Customer-Controlled Azure Text-to-Speech (TTS) Voice Selection via SSML in RingCX Workflows

   Title:
   Enable SSML Support and Customer-Controlled Azure Text-to-Speech Voice Selection for IVR Workflows

   Product:
   RingCX Workflow / IVR Text-to-Speech (Azure TTS)

   Business Justification:
   Following the migration from Poly TTS to Azure Text-to-Speech, customers have lost the ability to control which voice is used for IVR prompts. The platform currently assigns a default Azure voice with no option for customers to select a preferred voice or configure speech characteristics.

   This has resulted in:

   • Unexpected voice changes without prior customer notification.
   • Customer dissatisfaction due to inconsistent IVR branding and user experience.
   • Reduced flexibility for multilingual deployments and accessibility requirements.
   • Lack of documentation explaining the change, supported voices, and current platform limitations.

   Several enterprise customers have requested the ability to choose Azure voices directly, particularly through Speech Synthesis Markup Language (SSML), allowing customization of voice, language, speaking style, pronunciation, and other speech attributes.

   Current Limitation
   • Workflow Text-to-Speech uses a fixed Azure voice.
   • Customers cannot specify:

   Azure voice name
   Language or locale
   Neural voice
   Speaking style
   Prosody (rate, pitch, volume)
   • No SSML input is supported.
   • No fallback or notification mechanism exists when the Azure TTS backend experiences failures.
   • Documentation does not clearly describe supported voices or service limitations.

   Requested Enhancement

   • Implement SSML support within the Workflow Text-to-Speech function to allow customers to fully leverage Azure Speech capabilities while maintaining compatibility with the existing Azure backend.

   The enhancement should allow customers to:

   1. Enter SSML directly within the TTS node.
   2. Select supported Azure voices.
   3. Configure: • Voice • Language • Speaking style • Rate • Pitch • Volume • Pronunciation
   4. Support multilingual voice selection where available.
   5. Validate SSML before execution.
   6. Maintain backward compatibility for customers who continue using plain text.

   Additional Requested Improvements

   1. Supported Voice Documentation

   Provide documentation that includes:
   • List of supported Azure voices
   • Supported locales
   • Neural voice availability
   • SSML examples
   • Feature limitations
   • Usage guidelines
   2. Advanced Voice Clarification

   Clarify whether premium Azure/OpenAI voices (for example, Nova Multilingual Neural HD) will be supported and whether their usage incurs additional licensing or operational costs.

   1. Backend Monitoring and Failure Handling

   Improve resiliency of the TTS service by providing:

   • Detection of Azure TTS service failures.
   • Workflow error handling when synthesis fails.
   • Optional fallback logic.
   • Monitoring and alerting for backend outages.
   • Customer-facing notifications for service-impacting events.

   1. Customer Change Communication

   Establish a standardized process for notifying customers whenever backend speech engines or default voices change to avoid unexpected IVR behavior and preserve customer experience.

   Expected Benefits
   • Restores customer control over IVR voice experience.
   • Enables richer, more natural speech using Azure SSML.
   • Improves multilingual support.
   • Reduces customer complaints following backend changes.
   • Improves documentation and product transparency.
   • Enhances reliability through better monitoring and failure handling.
   Aligns RingCX with Azure Speech capabilities and customer expectations.
   Priority

   High

   This enhancement addresses a customer-facing functionality gap introduced during the migration from Poly TTS to Azure TTS and impacts IVR branding, accessibility, multilingual deployments, and overall customer experience.

   Customer Impact
   • Customers currently cannot customize Azure voices.
   • Existing IVRs may sound different after backend changes without customer awareness.
   • Organizations relying on branded voice experiences cannot maintain consistency.
   • Lack of failure visibility can result in silent IVR issues during Azure TTS outages.

   Proposed Next Steps
   • Design and implement SSML support within the Workflow TTS node.
   • Confirm the list of Azure/OpenAI voices that will be supported.
   • Determine any licensing or pricing implications for premium voices.
   • Publish comprehensive product documentation.
   • Implement monitoring, fallback handling, and customer notification mechanisms.
   • Communicate the implementation timeline to affected customers.

   This enhancement was discussed jointly with Engineering and Support, with agreement to pursue SSML support as the long-term solution for restoring customer control over Azure Text-to-Speech voice selection.

   Feature Enhancement Request: Customer-Controlled Azure Text-to-Speech (TTS) Voice Selection via SSML in RingCX Workflows

   Title:
   Enable SSML Support and Customer-Controlled Azure Text-to-Speech Voice Selection for IVR Workflows

   Product:
   RingCX Workflow / IVR Text-to-Speech (Azure TTS)

   Business Justification:
   Following the migration from Poly TTS to Azure Text-to-Speech, customers have lost the ability to control which voice is used for IVR prompts. The platform currently assigns a default Azure voice with no option for customers to select a preferred voice or configure speech characteristics.

   This has resulted in:

   • Unexpected voice changes without prior customer notification.
   • Customer dissatisfaction due to inconsistent… more

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5. 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

   1 vote

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6. 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 number 20 in the queue". RingCX only plays this back once. It would also make sense to advise callers as this number changes, so they know how many callers are ahead of them before their call is answered.

   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… more

   29 votes

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7. 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

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8. 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

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9. 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

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10. 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

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11. Automatically set Queue Event Duration based on duration of single play audio file

    When configuring a Queue Event with a single play audio file and no additional looping audio files, the queue event duration should automatically be set to the duration of the single play audio file or files.

    5 votes

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12. 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

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13. 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

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14. Dial 911 On RingCX Agent Platform

    Ability to dial 911 or 988 on RingCX Agent platform

    6 votes

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15. 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

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16. 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.

    15 votes

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17. 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 files

    Actual behavior
    There is delay after the end of playing 2 files

    Expected behavior
    There is no delay after the end of playing 2 files.

    Adding additional details:
    Discussed with architects. From a product perception this is a bug, for sure, as it's not expected by customer to get delays between queue events. But at the same time, this is behavior is due to current architecture limitations.

    Can we consider this as a feature request to meet the customer's expectation?

    There should be no delay after the end of playing 2 files.

    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 files

    Actual behavior
    There is delay after the end of playing 2 files

    … more

    •  

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    18 votes

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18. RCX Must Use CallerID Name Configured in REX

    Use a CCRN number as Caller ID when RingCX agent do a consultation call to RingEX agent

    3 votes

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19. Impersonated admin showing incorrectly in the audit trail

    We need an update to the Audit Trail.

    Currently, if one person who is an Admin, logs in on behalf of User Name, then it shows the 'user' in the audit trail, not the 'admin on behalf of' details.

    In Engage Digital, this shows "Admin on behalf of user X" as it does in RingEX.

    15 votes

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20. Company/Personal EX Contact Phonebook

    I would like to suggest that we have the ability to access Company/Personal EX Phonebook in Ring CX, so calls come from the Contact Center number.

    This would be useful for CX Agents as they do need to make outbound calls to Branches & Suppliers.

    3 votes

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