58 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.
30 votes -
Feature Request: Ability for Administrators to Hang Up All Calls in Queue
Feature Request: Ability for Administrators to Hang Up All Calls in Queue
Title:
Administrative Control to Terminate All Calls Currently Waiting in QueueSummary:
Request a system-level administrative capability within RingCX that allows a supervisor or administrator to immediately disconnect all callers currently waiting in a specific queue (or multiple queues), without requiring per-call actions or custom API scripting.Problem Statement:
Today, RingCX does not provide a native feature to mass-terminate queued calls. Administrators cannot cancel waiting calls, clear the queue during outages, shift operational modes quickly, or reset queues after misconfiguration. Existing call controls allow actions only on active…7 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.
9 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.
16 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 -
allow ordering of audio files in single play audio
When selecting more than 1 files in "Single Play Audio" add the ability to specify an order in which the files will play.
Currently, the only option (as I learned via trial and error) is alphanumerical order, so I had to name the files 00firstaudiofile, 01secondaudiofile, 02thirdaudio_file, etc.
This should be a drag-and-drop ordering UI.
2 votes -
IVA Custom Role Toggle
Arrowhead would like the ability to lock down the AI Tools section of the platform. Currently, there is no toggle within the Custom Role creation tool to limit Admins ability to change/ or view only AI Knowledge Base, IVA Integrations or the AI Engine. Any Admin can modify this section of the platform. Their desire is only a select few admins have the ability to change that area of their platform and filter all changes through their IT department.
Proposed Solution: Create Toggle within Custom Roles to "View only" or completely hide that section of the RingCX Admin.
2 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 -
Allow room license to be assigned to a user extension
customer wants to assign a room license to a user extnesion.
1 vote -
RingCX audit trail
Customer is requesting a feature where we can view logs of the user who made changes in the account, like adding/ removing users, voice queue creation, number importing and etc
1 vote -
RingCX Bulk Download for Call Recording
Requesting to have a bulk option to download RingCX recordings. Currently to access call recording in RCX is to run a report and download the reporting by accessing the URL. Customer would like to have a specific folder or location in the RingCX platform to perform bulk download
1 vote -
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
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