43 results found
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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.
15 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.
13 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 -
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.
11 votes -
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 -
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.
7 votes -
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.
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2 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 recording5 votes -
Live Chat with Switch Video Enable - Analytics Recordings
Live Chat with Switch Video Enable - Analytics Recordings
As of now, the recordings of the video meeting are not available in the RingCX Analytics, once the visitor or the agent in the live chat requested or jumped on the video meeting.
For the reporting purposes, the video recordings are still needed.8 votes -
RingCX Manual outbound calls have automated greeting informing the customer that the call is recorded
Currently when an agent performs a manual outbound calls it would be better to have a greeting that will be played to the customer side so the customer is aware that calls are actually recorded.
7 votes -
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.1 vote -
SMART ACR
We're using a short "silent" message as the Auto Record notification, which I won't turn off. SMART ACR isn't functioning, and we're exploring alternative solutions. RingCentral's marketing of this feature doesn't match its performance, as evidenced by customer complaints on community boards.
I won't revert to the original setup for testing. This seems to be a known issue that hasn't been resolved. The feature isn't working on any of our lines, inconsistently presenting notifications even when it shouldn't based on caller location. Your system is not functioning correctly.
1 vote -
Delay/Disable Outbound Call Recording Announcement when call goes to voicemail (Users cant hear Voicemail Announcement)
Currently, the automatic recording plays the moment the call is connected, even when it is connected to voicemail. Because of this, our users cant hear the voicemail message, and the disclosure is not provided to the end user.
Ideally, Ring Central can detect if the call is connected at the 30 second mark (typical for voicemails) and delay the disclosure until after the Voicemail tone.
1 vote -
RCX | S3 bucket retention
Customer wants the call recordings from the RCX that are being transferred to their S3 bucket they need the ability to keep the full recording link since the call recording is no longer in the RCX servers for them to keep it active in the future.
3 votes -
SayVAR Node: Option To Save Text2Speech As Audio File
The SayVAR Node in Workflows allow you to enter in Text 2 Speech. Whilst this feature is excellent, it has to render the speech for every call.
As an idea to improve this feature, adding the ability to automatically render and save the Text 2 Speech as an audio file within the SayVAR node would massively improve efficiency, resilience, and reduce costs - adding a lot of convenience to the system.
14 votes -
RCX Trigger a notification to admins if the call recording fails
In RingCX Analytics, we have noticed that there are some UII that doesn't have a recording even if there was a talk time and and handle time. Admins are requesting to get a trigger notification if the call recording is not running.
3 votes -
Analytics - Call recordings for Non-RingCX users
Please include call recordings in analytics - performance report for Non-RingCX users
5 votes -
Allow realtime screen monitoring
Allow supervisors to monitor agent's screen
3 votes -
RingCX Post Call Survey Recording
We would like to get a report that will include the recording of the call as well as the result of the Post Call Survey instead of getting it separately.
3 votes -
Audio format option in Ringcx for call recording
We request the addition of a stereo audio recording option for RingCX. Currently, the system only supports mono audio recording. A stereo option would enhance the quality of call recordings and provide a more accurate representation of conversations.
2 votes
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