150 results found
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Warm Transfer Calls From RingEX USers to RingCX Agents
To allow warm transfer calls from RingEX users to RingCX agents. Currently, it only works with Cold transfers.
2 votes -
Ability to filter the number added in route properties for all workflows
Ability to filter the numbers added in route properties for all workflows instead of checking them manually. It will be efficient and time-saving if there's an option for this. In this way, we can change the number added to another number we prefer and resolve the issue as soon as possible.
10 votes -
Route Calls to the Agent With the Longest Time in AVAILABLE State
Issue Summary:
Calls are not being routed to the agent with the longest available time. Based on the RingCX Real-time Analytics report, calls are not consistently directed to the agent who has been available the longest.Current Behavior:
RingCX routes calls without correctly prioritizing the agent with the longest AVAILABLE duration. Analytics (“Agent State Change Raw” report) confirmed that when a call arrives, the agent with the longest AVAILABLE state time is not always selected.Expected Behavior:
RingCX should route calls to the agent who has been in the AVAILABLE state the longest.Troubleshooting Performed:
Reviewed “Agent State Change Raw”…
1 vote -
Agent rank
get Ring CX Agent Rank enabled at the Account level. Currently the platform offers two different ways for ranking agents:
First, you can rank agents across all queues to which they are assigned by selecting the agent rank on the General tab in the agent settings.
Second, you can rank the agents who are assigned to the same queue by setting rank for that queue on the Inbound access tab in the agent settings.
Both ways of ranking establish an absolute agent priority. Agents with a higher rank will always be prioritized for call distribution over agents with a lower…1 vote -
Add "call is being recorded" disclaimer for Inbound Queue call back
Please allow inbound queue call back requests to play "This call is being recorded for quality and training purposes" on caller's end whenever the system triggers an outbound call for an agent
3 votes -
RNA State Duration option
option for either an automated change from RNA to Available or the ability to set a specific duration for RNA before the status automatically changes to Available.
2 votes -
Allow Callback Requests to Include Country Code
Requesting a feature that enables or requires clients to input their full phone number including the country code when requesting a callback.
Business Need:
Many global businesses use call forwarding (e.g., +1) to route calls to different tenants or regions. Currently, the callback form or IVR flow only accepts local numbers, meaning international clients cannot accurately request a callback. This leads to missed opportunities and forces teams to implement workaround solutions that don’t fully meet operational or compliance requirements.Benefits:
Ensures international clients can successfully request callbacks.
Improves accuracy and efficiency of callback routing.
Reduces manual handling or missed return…
2 votes -
RingCX Global FIFO Queue Behavior Across Multiple Queues
Enable a global FIFO behavior that ensures all calls across all queues are dequeued in strict chronological order based on enqueue time, independent of the queue they enter.
This feature would improve call handling consistency, reduce call wait time confusion, and ensure fair handling of incoming calls when multiple queues are in use.
2 votes -
Ability to add a time and date for the manual call backs
The customer would like to manually add numbers that do not get added back into the callback cycle, and add a time and date for the manual callbacks.
1 vote -
Emergency activation for individual locations rather than entire contact centre
To be able to turn on the emergency function for certain areas of the contact centre rather than the entirety of the CC. So if there are multiple locations and an issue occurred in only one of them, that single location can have the emergency status activated but the other locations can operate as normal rather than it all being turned on for all locations stopping calls going into agents that can accept calls
2 votes -
queue events
Currently in RingCX, if all agents logged into a queue are busy or unavailable, or if a caller has been on hold for an extended period of time, the system routes callers directly to voicemail (or continues holding until timeout). There is no built-in option to reroute callers to a backup RingEX ring group before voicemail is triggered.
Current Behavior
Callers enter a RingCX voice queue.
If all agents are busy, callers wait in queue until:
An agent becomes available, or
A voicemail/timeout rule takes effect.
There is no ability to configure a conditional overflow to a RingEX ring group.
…
1 vote -
priorities
In RingCX, voice queues cannot be globally configured to take priority over digital queues (email, chat, SMS). Currently, the only way to allow phone calls to break through is to configure agents for concurrent voice and digital interactions. This forces digital interactions to compete directly with calls and requires administrators to set strict digital concurrency limits (often set to 1), which is not ideal.
Current Behavior
Digital interactions received after hours queue up.
When agents log in, these digital interactions are delivered first-in, first-out before live phone calls.
Phone calls wait in queue until digital interactions have been cleared, unless…
2 votes -
Option to modify the Caller ID number used for Inbound ACD Queue Callback Answered in RingCX
Option to modify the Caller ID number used for Inbound ACD Queue Callback Answered in RingCX
The customer would like the ability to change the Caller ID number used for Inbound ACD Callback Answered within the RingCX platform. They want to be able to manually update this number through their RingCX portal.2 votes -
RingCx | Allow Error / Default Routing for JavaScript Nodes in Workflow Editor
ummary:
Enhance JavaScript nodes in the Workflow Editor to support “Error” and “Default” routing options to prevent calls from getting stuck in the node when an issue occurs with the script execution.Details / Description:
Currently, the only way to move a call through a JavaScript node is by explicitly setting a connection using ivr.setConnection("go"); and then mapping the connection ? to the value of "go" (or whichever name is assigned).If for any reason the script fails to set the connection properly (e.g., a runtime error, variable not found, or unexpected input), the call will remain stuck in the…
6 votes -
Paging in RCX
Currently the ability to park and offer paging is only available on the EX side. In Healthcare, paging on call doctors is a daily aspect of their jobs and not being able to page in RCX has prevented the adoption of RCX. Having the option for an agent to place the caller on hold while they page an office to find a doctor and then hand them directly to the doctor is severely needed on the RCX platform.
5 votes -
calls whatsapp using Cloud API
Meta released the Cloud API Calling allowing user to call companies through WhatsApp. Companies have to be registered as WhatsApp business
https://developers.facebook.com/docs/whatsapp/cloud-api/calling
This "API" was on beta in Brazil, Indonesia,etc. It is now globally available.
It is a highly requested feature, due to the public availability on WhatsApp.
It is important to associate this idea to another one "outbound whatsapp with RCX UI" https://ideas.ringcentral.com/forums/966594-ringcx/suggestions/48515087-outbound-whatsapp-within-rcx-agent-ui
it will allow to send messages directly to a customer while on call. (in this case, template are not required)
user initiated calls to business are free and there is a cost for business initiated. The…23 votes -
Ring all available user
Have a setting in a queue/skill to ring all available users
2 votes -
Manually assign call back request to agents
Manager would like the option to assign out callback to agents and then have agents pick up those calls once available
12 votes -
RingCX ability to send sms to ANI when an inbound call is abandon
RingCX to support a feature where it can track the status of an inbound call. This will allow the system to automatically send an SMS to the caller's number if their call is abandoned (i.e., they hang up before connecting to an agent).
This type of functionality is currently available in RingCentral Contact Center (RCCC) and is configured using its Studio tool.
1 vote -
RingCX platform: Request to add Overflow routing feature
RingCX platform: Request to add Overflow routing feature
The customer requested the ability to add Overflow routing within the RingCX Queue Events Configuration. Specifically, they want calls to be directed to a Supervisor overflow queue when no agents are available.1 vote
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