64 results found
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Ability to pause recording on transfer to queues that have call recording disabled
Current Behavior: Call recording persists uninterrupted after a call is transferred to any destination.
Requested Behavior: Automatically stop or pause call recording the moment a call is transferred to a call queue that has recording disabled.
Justification: Ensures data privacy and compliance standards are maintained automatically without relying on manual agent intervention.
8 votes -
Adaptive AI Speaking Voice: The AI voice agent should dynamically adjust its speaking pace to align with the caller’s speed of speech.
Adaptive AI Speaking Voice: The AI voice agent should dynamically adjust its speaking pace to align with the caller’s speed of speech. This is especially important as many of our clients are seniors who may speak or respond more slowly, and a matched pace helps create a more comfortable and accessible interaction.
7 votes -
AI Audio Redaction Service
AI Audio Redaction Service
1. The Problem Statement
Currently, RingCentral Session Border Controllers (SBCs) capture raw audio and attach it to RingEX (REX) or RingCX (RCX). When these recordings move into RingSense/ACE, the system successfully redacts PII and PCI from the text transcripts, but the raw audio files remain untouched.
The Risk: Unredacted audio containing sensitive PII/PCI resides in REX/RCX for 30–90 days, and in ACE for up to 12 months.
The Liability: This exposes clients to severe compliance violations (PCI-DSS, HIPAA, GDPR), a risk compounded by the common client misconception that audio is redacted alongside transcripts.
2. The Proposed…3 votes -
Show Indicator for Inbound Queue Callback on Agent Side
Description:
Currently, when a call comes in as a callback from a queue, the RingCX agent interface treats it as a normal inbound call. There is no visual indication or label to inform the agent that this call was requested via a queue callback.This makes it difficult for agents to differentiate between standard inbound calls and callbacks, which can impact handling priority and customer experience.
Requested Feature / Enhancement:
- Add an option (script or toggle) in RingCX Admin / Studio / Agent Interface to clearly indicate on the agent side when a call is an inbound queue…
6 votes -
Automatic Greeting/Announcement on Outbound Calls Made Within RingCX
Currently there is no real option in place to have an announcement played within CX when making an outbound calling. We currently are looking at recording our calls for inbound and outbound that come through CX, inbound we can add an announcement through the IVR to inform the user that the call is being recorded. However outbound there is no IVR that we can put this announcement in. It would be nice if there was the ability to have an outbound IVR to announce the call is being recorded before the call connects.
16 votes -
Real-Time Call Recording Availability for Compliance
Currently, call recordings can be delayed by up to 1.5 hours, which hinders urgent compliance verification and exceeds business requirements.
This feature request proposes improving the recording system to ensure real-time or near-real-time availability of call recordings, allowing:
Immediate access for compliance or quality checks.
Faster resolution of disputes or customer issues.
Reliable tracking and auditing of calls in alignment with business needs.The goal is to enhance operational efficiency, compliance readiness, and overall reporting accuracy.
14 votes -
Recordings Delivery Audio Format
Currently Recording Delivery Tasks only send the standard Recording URL. Customer is looking to deliver Perspective Recordings instead of Standard. An option on Task creation to choose which Recording is delivered would accomplish this.
13 votes -
Option to disable Call Recording for internal interactions
• It would be great if we can have the option to disable Call Recordings for internal interaction/calls
•This would help with the account's recording threshold
• Currently, Call Recordings settings is limited to :
-Recording on Transfer
-Agent segment recording13 votes -
Screen recording via RingCX Embedded App
In the current RingCX embedded App via CRM, the ability to capture agent screen recordings is not available, regardless of whether agent screen recording is enabled at the voice queue level.
1 vote -
Disable / Toggle Off Call Recording Announcement in RingCX Admin Tool
They would like an option or setting in RingCX Admin to disable the Automatic Call Recording Announcement for their RingCX calls. (Inbound and Outbound)
Actual Behavior:
RingCX and RingEX automatically plays a call recording announcement on applicable calls.
There is currently no visible admin-level option for the customer to turn this announcement off.Expected Behavior:
An admin-configurable option in RingCX to enable or disable the automatic call recording announcement based on business needs and compliance requirements.5 votes -
Admins to be able to delete call recordings within RingCX
Currently in RingCX, if we need a call recording deleted, we have to log a case and get it escalated to the right team. It would be much more effective if admins with analytics access could delete call recordings themselves.
18 votes -
Ability to Send RingCX Queue Calls to Voicemail When Declined
Description:
In RingCX, agents currently do not have the ability to send inbound queue calls directly to voicemail when declining or ignoring the call.Current Behavior:
Direct extension calls behave like RingEX and can be declined to route to personal voicemail.
However, inbound queue calls cannot be sent to voicemail.
When an agent declines a queue call, it triggers RONA (Ring No Answer) and the call is routed to the next available agent in the queue.Limitation:
There is no option for agents to redirect a queue call to voicemail upon decline. This limits flexibility for handling situations where agents…1 vote -
Automatic Call Recording Pause When Agents Begin Payment Collection (PCI Auto-Protection)
Title:
Automatic Call Recording Pause When Agents Begin Payment Collection (PCI Auto-Protection)Summary:
Requesting a RingCX feature that automatically pauses call recordings the moment an agent initiates payment collection, without relying on DTMF detection or manual agent actions.Details:
Currently, RingCX requires agents to manually pause the call recording when collecting customer credit/debit card information. This introduces human error and increases PCI compliance risk.In other platforms (e.g., Dialpad), recording can automatically stop during payment collection flows. The trigger comes from workflow context, not customer DTMF digits.
Issue:
RingCX does not have a trigger or system event that identifies when…5 votes -
RingCX: Configure Custom Administrative Role for Granular Recording Access
The customer requires a custom administrative role within RingCX. This role should allow administrators to generate and view reports while strictly restricting access to call recordings. The objective is to assign this limited-access role to specific administrators to maintain privacy compliance without hindering reporting capabilities.
1 vote -
Usage for storage of screen recordings in RingCX
Currently, customers cannot view the total storage usage within RingCX. Introducing a feature that displays the actual storage size of screen recordings per account (in gigabytes) would allow customers to better monitor and manage their storage. It would also help them forecast potential costs, especially when archiving recordings offsite, and make more informed decisions about retention policies. This added visibility and control would improve transparency and enhance the overall customer experience.
2 votes -
PII Compliance within RingCX
RingCX has the PCI compliance ability, however it does not contain the ability for PII compliance within call recordings, transcripts, or AI summaries.
This should be a feature within RCX to begin with to meet compliance records.
2 votes -
RingCX- Ability to upload Audio File and change the system default audio
RingCX- Ability to upload an Audio File and change the system default audio
14 votes -
Feature Request: Display Call Recording Storage Usage in RingCX
Customers currently cannot view the total disk space used by call recordings within RingCX, as storage is managed only by retention timeframe. Providing a feature that shows the actual storage size (in gigabytes) of call recordings per account would help customers better manage their storage, forecast costs (especially when archiving offsite), and optimize retention policies. This visibility would improve transparency and enhance customer experience.
8 votes -
Update Documentation – Remove/Revise “Global Audio” Instructions
Article Reference:
https://support.ringcentral.com/article-v2/Uploading-an-audio-file-in-RingCX.html?brand=RingCentral&product=RingCX&language=en_USSummary:
Request to update the existing support documentation for uploading audio files in RingCX by removing or revising references to the “Global Audio” option to prevent confusion for users who do not have access to this feature.Problem Statement:
Customers following the current documentation encounter confusion when instructed to use the “Add Global Audio” option, as this feature is not visible or available in all accounts or environments. This leads to:Misalignment between documentation and actual UI
Increased support inquiries
Delays in customer configurationCurrent Behavior:
The article includes steps referencing the Global Audio feature, which is…1 vote -
Enhanced Playback Controls & Dual-Channel Visualization for RingCX Recordings.
Please consider an update to the RingCX Call Recording interface to include advanced playback navigation (Fast Forward/Rewind) and a visual "Dual-Channel" waveform. Currently, the playback experience requires manual scrubbing and active listening to distinguish between speakers, which slows down the auditing and coaching process.
Key Feature Requests
Granular Playback Controls: Add dedicated "Skip Forward" and "Skip Backward" buttons (e.g., in 5 or 10-second increments). This allows users to quickly bypass hold music or repetitive disclosures without losing their place.Split-Track Visualization (Agent vs. Customer): Implement a visual waveform or timeline that clearly distinguishes the Agent's audio from the Customer's audio.
…
3 votes
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