91 results found
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Last Agent Routing with Outbound Dialer
RingCX supports last agent routing only if a call has connected to an agent previously.
Request for a feature enhancement - include outbound dialer attempts in which a lead is calling back in after missing the call, and route to the last agent who called out to them utilizing the Route to Last Agent queue event.37 votes -
Custom Time for DNC
We would like the ability to be able to disposition a number that gets added to the DNC list, but only for a certain amount of time.
For example, we place an OB call, and disposition it to go on the DNC list for 7 days. Once the 7days is up, the number can be called again.
The timer will help allow for us to not have to remove numbers manually from the DNC list.
9 votes -
Preserve and Display Lead Information When Transferring from Outbound Campaign to Internal Queue
Summary
Enable the ability to pass lead-level information from an outbound campaign when a call is transferred to an internal queue, ensuring that internal agents can view key lead details (e.g., name, date of birth, and other lead fields) during the interaction.Problem Statement
When agents transfer calls from an outbound campaign to an internal queue, the lead information associated with the original outbound campaign is not consistently presented to the receiving agents. As a result, internal queue staff may not have visibility into important customer details tied to the lead record, such as name, date of birth, or other…9 votes -
auto dialer with automated system
I would like to have a feature that when i dialed the customer's number using RingCentral App
there will be an Automated system will tell my customer that im on my way.3 votes -
Create a way to automatically pull data from a CRM like Zoho or Salesforce or vTiger to be able to automate loading of calling lists in RCX
As an administrator, I need a way for RingCX to automatically ingest data for outbound dialing.
I have a CRM (Zoho or Salesforce or vTiger) where I have calling lists and data.
Currenly I have to extract the data manually and then manually upload the list into RingCX.
Please create a way we can do a bi-directional synch nativly in RingCX to the big six CRMs so that we can simply 'push' data from our CRM to RingCX, it would then load this into the diallers and campaigns.
Once the call completes, then it should batch the results and push…
1 vote -
Allow Voice Broadcast System Disposition of "VOICEMAIL-LEFT" to NOT Be Marked COMPLETE
Allow Voice Broadcast System Disposition of "VOICEMAIL-LEFT" to NOT Be Marked COMPLETE .
A pass action configuration needs to be available to allow Voice Broadcast System Disposition of "VOICEMAIL-LEFT" to NOT Be Marked COMPLETE as these leads should be able to be re-dialed at the specified pass interval up to the max pass limit set for the campaign.
1 vote -
Lower Ringtime on campaigns to 15 seconds
Lower Ringtime on campaigns to 15 seconds, right now the minium we can go to is 20 seconds
Our testing has demonstrated that approximately 20 seconds represents an inflection point where voicemail pickups begin to increase significantly. By allowing a configurable ring timeout of 15 seconds, we can:
Reduce the number of calls answered by voicemail.
Improve Answering Machine Detection (AMD) performance.
Reduce unnecessary machine-to-agent transfers.
Improve agent productivity and customer experience.
Reduce overall dialing latency while remaining compliant with applicable regulations.2 votes -
Increase Maximum Preview/Progressive Call Delay Timer Beyond 180 Seconds in RCX
Feature Request Title: Increase Maximum Preview/Progressive Call Delay Timer Beyond 180 Seconds in RCX
Customer / Account Name: Electronic Caregiver
Contact: Tommy Coon (Senior Director, CX Tech and Operations Strategy)
Current Functionality:
In RingCentral Contact Center (RCX), the maximum configurable duration for Progressive / Preview Call Delay is capped at 180 seconds (3 minutes).
Requested Enhancement:
Allow administrators to set a higher maximum threshold (or remove the 180-second cap) for Preview Call Delay at the campaign/queue level.
Business Use Case / Justification:
The customer's agents require extended time to review complex lead information and history after a lead is fetched…
1 vote -
Agent-Assigned Callback Lists
Summary:
Add the ability to create and manage a list of callback phone numbers that can be assigned directly to a specific agent instead of being routed through a queue.Business Need:
Some organizations require continuity of service by having the same agent who previously worked with a customer complete the callback. The current queue-based callback routing can result in callbacks being delivered to any available agent, which may require the customer to repeat information and reduce efficiency.Requested Functionality:
Allow administrators or supervisors to create a callback list.
Enable callbacks to be assigned directly to a designated agent.
Provide…1 vote -
Using the Local Bucket for Manual Outbound Calling
Customer wants to use the Local Bucket for Manual Outbound Calling as it would be beneficial for them instead of using it from their dialing. Customer mentioned that since 5x9 has it that it make sense to have it here as well.
Any tips/advice/workaround for this would be appreciated.
9 votes -
Recycling Leads / Nurture Campaigns
Recycling Leads / Nurture Campaigns
We need a solution that allows leads to be temporarily removed from the dialer based on a specific disposition, while still allowing them to be reactivated and called again in the future. This would support a structured nurture strategy rather than permanently excluding leads from outreach.For example, if a lead is dispositioned as “Does Not Qualify” or “Not Qualified Today,” that lead should move into a separate campaign or grouping that can be revisited after a defined period (e.g., 2–6 months) to attempt re-engagement and earn the business at a later time.
It is…
5 votes -
Screen Calling for Outbound Dialer
Title: Screen Calling Feature for RCX Outbound Dialer for leads with Google Assistant
Use Case: If the agent gets routed to a lead with Google Assistant, the agent will hear a prompt asking to say their name and reason for calling before the call gets routed to the actual lead so the name and reason for calling is initially what the lead with Google Assist would hear.
8 votes -
Productized Lead Loader API / Speed2Lead
Productized Lead Loader api / Speed2lead.
On the old chat form you can create a form and send leads to dialer campaign.
To include this option in the new chat form and set as subscription option for customer.
7 votes -
Improved Handling of iOS/Android Call Screening in Predictive Dialer with Enhanced Voicemail Detection Profiles
Customers have reported that when using the Predictive Dialer, outbound calls that connect to iOS or Android call screening systems (e.g., “Call Screen” on Google Pixel or “Silence Unknown Callers” on iPhone) are often incorrectly classified as machine answers by the default voicemail detection logic. As a result, the system may either drop the call or fail to connect an agent, even though the call was answered by a live person after the screening process.
Currently, while custom voicemail detection profiles can be created to fine-tune how RingCX detects live vs. machine responses, these profiles require manual configuration, repeated testing,…
6 votes -
Local bucket/connect based RingCX analytics report
Local bucket/connect based RingCX analytics report. A kind of report/custom report that will show the usage of their local connect/bucket.
9 votes -
Qualified Dispositioned Break out/Drop Down Report
Dialer: They would want a complete list of positively dispositioned lead that generated. Customer stated that they would want a separate list/stand alone reporting (Specified Qualified disposition excel/.csv file).
8 votes -
Outbound Default and Custom Lead Field Order/Ranking
Clients need the ability to define the order in which standard and custom lead fields show within the agent interface. When creating custom lead fields "One", "Two", and "Three", the order shown to the agent is identical to the order in which custom fields were created (most likely by chance); however, when adding "six", "five", and "four", the order in which fields show has no logic as these show in the order "six", "four", "One", "Two", "five," and "Three." Generally, customers want and need the ability to set a rank in the same way as exists for disposition.
14 votes -
Option to apply Campaign Criteria Custom Fields when setting Lead Search filters.
It would be helpful if admins had an option to include the Custom Field from Campaign Criteria Plan when filtering the reports in Lead Search Criteria.
3 votes -
Intelligent Grouping of Lead-Related Emails in RingCX
Customers using multiple lead-generation systems receive separate email notifications for the same lead. These individual emails are routed independently through the RingCX email channel, which can result in multiple agents contacting the same lead. We are requesting an enhancement that allows RingCX to intelligently identify and group emails related to the same lead and route them consistently to a single agent.
Requested Enhancement:
Add functionality that allows the email channel to intelligently group or associate emails related to the same lead, even when they originate from different systems.
Example approaches could include:
Identifying leads based on shared data fields (e.g.,…
2 votes -
Enable hyperlink to External URL column for RingCX Outbound dialer
When uploading leads, enable automatic hyperlinking for values in the auxExternalURL column. This will allow users to click the URL directly from the UI rather than copying and pasting it manually.
7 votes
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