52 results found
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Function to Disable Extensions
We would like to implement a functionality to disable the extensions for certain Representatives from receiving external calls or direct transfers. We want to ensure the only calls received are through a skill.
29 votes -
RingCX Audit Logs Queue Event Elements For Voice and Digital Queues Lack Sufficient Detail
The RingCX audit log fails to capture details regarding digital queue events (ChatQueueEvent) and their associated queues. As a result, we cannot determine which digital queue was involved when an event was created, updated, or deleted.
This lack of information prevents administrators from quickly understanding where and what changes were made. The challenge becomes more significant when dealing with multiple queues and hinders our ability to restore previous states if a queue event is inadvertently deleted or modified by an administrator
While queue details are captured for voice queue events (GateQueueEvents), we urgently need the same level of detail to…
24 votes -
RingCX bulk upload on phonebook
Requesting to have the bulk upload on directories under RingCX. Uploading new contacts on directories have only one option to upload one by one. If needing to upload hundreds of contacts, that will take time.
Creating global phone book entries in RingCX screenshots of options attached.
15 votes -
Agent Search on the Platform
Agent Search on the Platform
The search functionality within the Agents section does not return any results when used to assign the IB-MAIL or IB-Phone skill. This behavior is abnormal and prevents proper identification or selection of the relevant skills.
Access Path:
User Interface → Agents → Select User → Digital Access or Inbound Access → Search for an Agent
Expected Behavior:
The search should:Display IB-MAIL or IB-Phone agents as a priority (highlighted or listed first),
Correctly show the skill that matches the entered criteria.Additional Observation:
The search works correctly when performed through the Customer Journey menu. However,…4 votes -
Provide import/export functionality for Phonebook, Blocked Numbers and name/comment fields for all entries
I would like to suggest a couple of feature enhancements to simplify the use and management of the following:
- Phonebook (Agent Tools and Voice queues and skills)
- Special ANI (Voice queues and skills)
- Blocked ANI (Channels)
Currently, we can only add a name and note to individual Phonebook entries in Agent Tools. It would be highly beneficial if we could add this functionality Special ANI and Blocked ANI to allow customers to better manage and identify phone numbers.
We can currently only import numbers natively through the RingCX admin portal for Special ANI. It would be helpful if we had…
29 votes -
RCX | DNC list bulk removal
Have the option to bulk remove the DNC list. Currently the customer can only remove 1 by 1. This will help save time for the customer that wants to remove the DNC list manually in bulk.
3 votes -
RingCX Voicemail Access in Call Logs
Option to retrieve the voicemail (deleted or not) through call logs - to have call logs as well
5 votes -
Filter for Supervisors and Agents
Having a filter in the Agents tab to be able to show only Supervisors, and allow them to be mass selected would be extremely useful for bulk edits. Currently you have you manually select each supervisor one by one.
14 votes -
Smart Automatic Close for Live Chat Scope Configuration
Currently, when creating a digital channel, if you choose the "Enable Live Chat" option in the Scope Configuration section, you do not get the ability to set up the Automatic Smart Close configuration. The feature is available for all other options.
3 votes -
allow administrator to upload profile picture for users
I would like the ability to upload a picture in the user profile so we can standardize pictures being uploaded.
2 votes -
RingCX Audit Log Feature – Agent Status
RingCX Audit Log Feature – Agent Status
The customer is requesting an option to view the audit log that identifies which Supervisor manually changed a user's status.3 votes -
Ability to Move Users Between Groups in RingCX
Current Behavior:
At present, when managing user groups in RingCX, a user must be manually deleted from one group before they can be added to another. This process is time-consuming and prone to errors, especially when handling multiple users.Requested Improvement:
Introduce a "Move" or "Drag and Drop" feature that allows admins to easily transfer a user from one group to another without having to delete and re-add them.5 votes -
Enhanced Caller ID feature
To have an Enhanced Caller ID feature that will allow up to 32 characters, display the reason for the call, display an enhanced caller information (branded Imagery), customised content for end-users, custom text, and spoof protection.
5 votes -
Ability to Move or Reposition Admin Users in RingCX Admin
Currently, when creating a new admin user in RingCX Admin by clicking the plus sign next to an existing user, the new admin is automatically created as a child under that user. There is no option to move or reposition the admin user afterward. This feature request is to add the ability to move or reassign admin users within the hierarchy to allow better organization and management of users in RingCX Admin.
2 votes -
Allow Users with Full Access to View and Edit Roles Created by Other Full Access Users
Currently, users with full access cannot view or edit roles created by other full access users. This limits collaboration and administrative flexibility. A change is requested to allow full access users to manage all roles, regardless of who created them.
2 votes -
Removing an agent from agent group
Ability to remove an agent from one agent group to without deleting and recreating the agent profile.
2 votes -
Remove Deleted Numbers in RingCX
At the moment, phone numbers that were deleted in UC are still showing in RingCX. We would like to request an enhancement to stop deleted numbers from appearing in RingCX.
1 vote -
Workflow Studio - RouteTo Voice Queue sorting
In Workflow Studio, in Route Properties, when choosing the voice queue in the RouteTo dropdown selection, the list is not in alphabetical order, nor is there a search option.
Everywhere else within RingCX, there is an option to sort and/or lists are in alphabetical order. We have many voice queues. The lack of these options make if very difficult to find the voice queue that is needed.
1 vote -
Presence sync on Yealink T54W with EX50 expansion system
Ability to re-order extensions on the Presence screen, so you do not nee to delete and recreate each time there is a leaver.
Especially if the leaver is mid way or at the top of the list.
This is very time consuming, and with no ability to copy into another users profile, doing this multiple times is tedious!
Doing the re-organisation in the HUD, forces the Yealink T54W with the expansion unit to go out of sync. Having the ability for it to remain in the order based on the telephone system would be good.
1 vote -
Option for the customer to have RingCX Knowledgable Tools to read logs
Customer wants to know how to read logs so they can process troubleshooting on their end. What we have for now is to have them retrieve the logs and send it to our internal team so they can read it. It would be time efficient if they can also read the logs.
1 vote
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