150 results found
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Call queue extension and Phone numbers must also display in the RingCX Corporate directory
When searching the Phonebook directory in RingCX, both the queue extension and the associated phone number should be displayed—even if the number is directly linked to the RingEX Call Queue group extension. The customer requests that the RingCX directory experience mirror the behavior and data visibility currently provided in the RingEX directory.
Current Behavior:
In RingCX, when users search the Phonebook directory, only the call queue name and extension are displayed. The associated phone number is not shown, even if one exists.Expected Behavior:
While using the keypad in the RingCX app, as users begin typing a queue name, the…2 votes -
Improved alert system if no agent connected
Currently the brick positioned on the WF is based on the group ID to check if agents are connected when receiving a request, otherwise it should be configured the ID of agents with the competence corresponding to the request
For a shared team in which all employees do not take into account all customers, if an employee is connected but does not have the skills on an incoming request, no alert is issued because it is based on the group ID and therefore the entire team3 votes -
RingCX Voice Skill "Play Hold Time" Feature Enhancement Request
Current Behavior: The "Play Hold Time" feature will only play for callers after the first call in the queue (second, third, etc.) and they'll hear the queue time of the longest call in the queue (first queued caller), so if there are 10 callers in the queue, 2 - 10 will hear what call 1's (first queued caller) wait time has been. As in, the amount of time the longest call has been in the queue, so if caller 1 (first queued caller) in the queue has been in the queue for 30 minutes, the (second, third, etc callers) in…
6 votes -
Queue Event Number+Extension Transfers
Queue Events, Business Hours, and Business Hour overrides all allow calls to be transferred. These transfers rely on DID transfers with 10 digit phone numbers being used. We have a large number of call queues set up on RingEX that do not have a DID assigned, and we do not want DIDs on those call queues. Today, we are unable to transfer calls from a RingCX queue back to a RingEX extension without the use of a workflow. We'd like RingCX to support call transfers to a phone number + extension. Example: Queue Event DTMF key press 1 would perform…
1 vote -
Callback & Voicemail Module Contact Routing
When a caller is in the process of requesting a callback or leaving a voicemail, and an agent becomes available, the caller is left in those modules/processes instead of being routed to the agent that became available. Please add an option on a queue that controls what happens when a caller is requesting a callback or leaving a voicemail, so the queue can either be configured to:
1) Leave the caller to continue with their original operation of requesting a callback or leaving a voicemail.
2) Abort the original option of requesting a callback or leaving a voicemail, and route…1 vote -
Improve the functionality of scheduled callbacks
Currently a scheduled callback is triggered regardless of whether an employee is available or not.
Example : Callback scheduled by a user at 4pm, all employees are online at this time, but the call is still triggered at the specified time, and the user is waiting on the queue.
This will improve the User Experience on this callback feature3 votes -
CNAM feature for Canada
We would like to use the CNAM feature for Canada outbound calls. Currently this is not an option.
111 votes -
RingCX IVR option for Pre-Call Data Collection for Auto-Fill to Agent
A customer has requested the ability to configure a pre-call workflow that prompts callers to input key details such as:
Name
Address
Phone number
Email
Product type
Issue description
The goal is to collect this information before the call is connected to a representative, so that it can automatically populate the agent’s interface. This would reduce call handling time, improve agent preparedness, and enhance the overall customer experience.
Business Value:
Reduces time spent on data collection during live calls
Increases first-contact resolution likelihood
Improves accuracy and consistency of captured customer information
Enhances agent efficiency and customer satisfaction
Suggested Implementation:
Interactive…
1 vote -
Custom Intercept Handling for Terminating Calls with No Message
Hi Team,
I’d like to submit a feature request regarding how RingCentral handles call signaling when a terminating carrier fails to return an intercept message.
Current Behavior:
When calls are placed to numbers that are unassigned, disconnected, or otherwise unreachable, and the terminating carrier does not return a proper intercept message (e.g., “This number is not in service”), RingCentral simply passes through the signaling it receives. This may result in endless ringing or silence, causing confusion for users.Requested Enhancement:
Implement a mechanism or fallback behavior to better handle cases where no intercept message is returned—such as:Playing a generic…
1 vote -
Multiple integration webservice endpoints per event for a queue
Currently for a voice queue in the integration section, you can only have one web service endpoint selected for an event like De-Queue Webservice, Agent Connect Webservice and Agent Termination Webservice. It would be nice to be able to send those events to two different environments - production and staging endpoints for testing.
1 vote -
RingCX Feature Request: Dynamic Call Routing Based on Queue Volume Percentage
Problem:
• Our current system lacks the ability to route calls based on a specific percentage of queue volume. This feature would be especially valuable during peak traffic periods, such as holidays, to ensure efficient call management. Without this functionality, we have to rely on workarounds, such as manually monitoring queue volumes and making adjustments on the fly.Current Behavior:
• RingCentral does not offer a native feature to route calls when the number of calls in a queue reaches a certain percentage or threshold.
Routing options are limited to static configurations based on time, IVR selections, or specific call…6 votes -
Queue Event Configuration – Audio File Duration and Playback Count
I would like to submit a suggestion to improve the Queue Event Configuration interface based on a recurring concern we encounter from customers.
At present, the system does not display two key pieces of information when configuring Global Audio for queue events:
The actual duration of the uploaded audio file, and
The number of times the audio will play, calculated automatically based on the Duration set for the event.
For example, if a customer uploads a 30-second audio file and sets the event duration to 90 seconds, the system should indicate that the audio will play 3 times during that…
2 votes -
"Agent Specific Callback" Disposition, be available for Voice Queue calls
Currently, the "Agent Specific Callback" disposition is only applicable for Outbound Dialer, but it would be beneficial if this will also be available in the Voice Queue Disposition.
In this way, the agent that receives the inbound phone call, and is required to call that customer back at certain time can use this disposition with the "Agent Specific Callback" so the system will automatically do it for the agent.
10 votes -
Display of phone numbers displayed during callbacks issued from queues
Expose end users to their support phone number (which they just called) during callbacks issued from queues instead of a phone number that is unknown to them and which they will therefore not pick up.
This way, callbacks issued at the end of the queue are more likely to be answered by end users.
1 vote -
Ability to flag and tag calls in real-time for review later
As a supervisor when monitoring a call the ability to tag the call for review. As an agent being able to flag a call for review later.
1 vote -
Bulk edit option for queue events
Ability to bulk edit queue events setting.
1 vote -
Outbound CallerID
Would like the customer to see the dispatcher's outbound caller id, based in the manual setting.
Currently: when driver on hold, still shows driver ID and not the manual setup that dispatch selected as their OBID, so call looks like spam to customer and they don't pick up.1 vote -
Feature Request – IVR Option in RingCX Broadcasting
Hi Team,
I'd like to submit a feature request regarding enhancements to the Broadcasting functionality in RingCX.
- DTMF/IVR Option After Recorded Message The customer would like the ability for contacts to interact with the system after a live answer broadcast. Specifically:
Once the recorded message plays (e.g., "If you want to speak with an agent, press 1, otherwise hang up"),
The system should allow the contact to press a DTMF key (e.g., 1) to be routed to an IVR or queue.
Upon reviewing the current Campaign > Sales > General Settings > Live Answer options, we confirmed that:
This functionality…
2 votes -
dial number
Have the ability to keep the main phone number but change the dial to number. Sometimes a customer wants us to call them on their cell phone but we need to keep the associated phone number with the account.
1 vote -
Hiding Call Queue Extensions in Company Directory CX
Currently today, we are able to hide a queues extension on the EX side but this does not translate over to CX. When searching for a contact, we see all of our queues extensions on the CX side. It would be so helpful if CX behaved like EX in this case where it follows the setting in EX to hide that information.
1 vote
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