449 results found
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Callback feature: add the ability for caller to record their name/message for support call back feature
When a customer is on hold an announcement informs them they can press 1 to hold their place in the queue for a call back. The next available agent receives the callback but, has no indication of who called or who to ask for when the call is completed. Is it possible for the caller to be able to leave a voicemail or at least a name?
15 votes -
Ability to do Screen Recording / Standalone Screen Recording
Many of our customers would like the ability to have Screen Recording without the needs for a full WEM solution.
14 votes -
14 votes
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RCX - Toggle for "Admin" and "Analytics" tile visibility on the RCX "Welcome" page
Currently on RingCX when creating an admin, we need to create a profile for a “Reporting Only” admin and allow access to the account and below or at least:
- Account + below
or
- Account w/o below
- Agents + below
- Campaigns + below
- Phone Numbers + below
- Utilities + below
- Voice Inbound + below
- Workflow + below
This custom role also grants admin access to the "admin portal," where they can view settings for all the above items. However, this is causing concern among customer admins, as it gives the impression that these users can make changes to the account. While…
13 votes -
Allow supervisor to move agent into available status.
Request is the ability for a supervisor to move an agent into available status.
13 votes -
Feature Request: Report on Transferred Call Destinations in RingCX
I am writing to submit a feature request for RingCX that would greatly benefit our clients. Specifically, I am looking for the ability to generate a report that details the specific numbers to which calls are being transferred.
Use Case:
One of our clients has requested this feature to analyze their call transfer data. They need to determine the percentage of inbound call volume that is being transferred back to an internal IT phone number. This data is crucial for them to optimize their call routing and improve overall operational efficiency.Requested Feature:
Report Type: Call Transfer Destination Report
Details…12 votes -
Replace busy signal from carriers with announcement(s)
Currently there are several situations where carriers can provide response messages and these are collectively returned as busy signals. This can be seen with the provider Outreach.
12 votes -
Persistent Login for RingCX Salesforce Agent
Feature Request: Persistent Login for RingCX Salesforce Agent
Description:
The RingCX Salesforce Agent logs users out whenever they switch tabs or applications within Salesforce, requiring repeated logins and disrupting workflow.Current Behavior:
Users must log in again after navigating to a different tab or application.
This causes delays and frustration.
Proposed Enhancement:Maintain login sessions while users switch tabs or applications.
Keep authentication valid for the duration of the Salesforce session unless manually logged out.
Business Impact:Reduces login fatigue and improves efficiency.
Minimizes workflow disruptions.11 votes -
Mass Delete Inbox/SPAM threads in RingCX/Engage Digital
Mass delete inbox in RingCX/Engage Digital
This customer has email submission forms that were spammed thousands of times with fake outreach by the same user. While filters/rules can be deployed post-facto (in addition to a ReCAPTCHA), clearing up only the SPAM emails is currently a limitation, and the customer wants a way to either:
-purge threads based on specific criteria from the email, allowing them to target the spammer
-enable mass selection of messages in the inbox view (a 'select all' checkbox, and/or a filtering feature to narrow messages in the inbox to just the SPAM messages, which can then…11 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.
11 votes -
receive 2 calls
Customer is looking for an option to receive multiple calls at the same time in the RingCX platform
11 votesThank you for sharing your request regarding the ability to receive multiple calls simultaneously in the RingCX platform. To better understand your needs and explore potential solutions, could you provide more details about the specific business scenario?
For instance:
- Are you looking for agents to handle multiple calls simultaneously?
- If so, could you elaborate on why this is needed and how it aligns with your workflow?
- Are there particular use cases or challenges you’re trying to address with this feature?
Your input will help us gain clarity and ensure that we can address your requirements effectively.
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RingCX Custom call routing on IVR for a specific date
This feature allow customers to be able to set bank holidays/Public Holidays (specific date/ specific date range) in advance on their IVR so there is different routings / greetings in place for those specific periods.
This is a similar feature to custom rules in RingEX platform.
11 votes -
Phone Books to allow import of contacts
It would be helpful to have an import function to load a list of contacts for use in Phone Books. The current UI is good for a small number of entries, but larger lists require more time to configure.
11 votes -
DELETE (ON ALL INCOMING) - Prompt me to press 1 before connecting the call
There is no option to remove the "press 1 to answer" for Non-Ringcentral numbers. This feature can only be turned off when calls are forwarded to the app or deskphone. Please it would be useful to have a general toggle button to have an option to remove "Press 1" for non-ringcentral numbers.
11 votes -
Add Ringtones when Requeuing in SPOG/RCX for RC App
In SPOG/RingCX for the RC App, add beep/ringtones when requeuing and hitting "ask first".
10 votes -
Support for Locking of Workflows to Prevent Changes
We need to be able to lock Workflow/Agent scripts to prevent edits temporarily while the current script is still fully functional for any incoming interactions. This will help prevent two people from having a script open and saving changes over each other. When an admin tries to open a locked script they should be able to view it, but they should get a notice that the script is currently locked and the name of the person who locked it (so they can contact that person if they need to make a change immediately) upon launching the script, and they should…
10 votes -
Make Agent Assist features easier to access
The Agent Assist UI during an active call requires the Agent to open the panel to access the feature. If an AI Knowledge Base is associated with a Voice Queue, the panel should open automatically when an agent is connected to a caller -or- there should be a toggle in the Voice Queue General settings to show it automatically or not (meaning: agent has to open the panel manually)
10 votes -
RCX - ability to unhold manually the call when requeue/transfer is cancelled
if a customer is having agent A on a call.
Agent A requeue/or transfer the call + choose to stay on call and the customer is placed on hold, when agent B answers agent then refuses to get the call and disconnect, the customer is automatically unhold with agent A.
the main request is to keep the customer in that situation on hold and let the initial agent (agent A) unhold it manually .
10 votes -
Allow Engage voice users to launch manual outbound calls using frequently used numbers stored in the Phone Book
A very large percentage of our calls are outbound calls dialed manually by our agents and supervisors. Our agents frequently call out to the major insurance carriers. As such, we would like to be store these frequently used numbers in the Phone Book and allow the agents to launch their outbound calls by choosing those numbers from the Phone Book. Having frequently used numbers available to our agents in the Phone Book would be a great time saver and improve productivity.
10 votes -
Set Cold Transfer as Default
Warm transfers are the default for agents because the "stay on the phone" box is checked. It would be awesome if agents (or admins) could change the default either on a global or per user basis. It seems like it would be easy to make the default setting configurable.We prefer cold transfers in most cases so would prefer that as the default.
10 votes
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