159 results found
-
Add filter for Holiday 'Queue is Open' System Alerts
Issue:
The system is not configured to check the holiday schedule, causing it to send alerts that a queue is open even when it is closed for a holiday.Proposed Solution:
Add a filter option to the alert system that allows it to check the holiday schedule. This filter would prevent "queue is open" alerts from being sent on scheduled holidays, ensuring the alerts accurately reflect the operational status of the queue.66 votes -
Extension dialing between CX and EX
Extension dialing between EX and CX is needed. Having to route calls between the two platforms with a 10 digit number results in the need for additional phone numbers, and cost for the customer.
Another problem with 10 digit numbers, is that if routing is built using temporary numbers that will go away after porting, all of those references have to be updated on CX and EX after the port.
108 votes -
Sync RingCentral Desktop Application With RingCX
RingCentral should implement a call status synchronization between the RingCentral Desktop application and RINGCX. When you are on a call using your RingCentral desktop application, this status should be reflected in real time to RINGCX preventing the RingCX app from present you an additional incoming call.
Key Points:
1. Real Time Status Updates: Both RingCentral Desktop and RingCX should be able to communicate real time call statuses to each other. When you answer or make a call on one platform, the other should recognized that you're on an active call.Presence Integration: Leverage the user presence feature to reflect an…
245 votes -
Replace Default “WORKING” State with More Accurate Status When Agents Lose Connection (e.g., Sleep/Idle Timeout)
Description:
• Currently, when an agent's machine goes to sleep, loses network connection, or resumes after a period of inactivity, the platform automatically places the agent into the "WORKING" state. This is a default system state, and cannot be removed or reconfigured, similar to NCX.
However, this behavior creates confusion for supervisors and admins monitoring real-time agent states. The “WORKING” label implies that the agent is actively engaged in tasks, even though they may have lost connectivity or walked away from their machine.
Feature Request:
• We propose introducing a more appropriate default system state for these specific conditions (e.g.,…72 votes -
Transferring calls to RingEX Extensions via corporate directory
To enable the ability to transfer calls via the corporate directory using RingEX extension numbers instead of typing the user's name and selecting it from the list.
Currently, the system does not recognize extension numbers when attempting to transfer a call. It only displays results when typing the name of the user or agent.
46 votes -
RingCX Voice Agent - Enhanced Call History: Visual Differentiation and Filtering Options
The customer would like the historical call view in Agent RingCX to display call results differently—for example, using different text colors for successful calls versus missed calls (RNA). They would also like the ability to filter call history by All Calls, Missed Calls, Incoming Calls, and Outgoing Calls, similar to what is available in RingEX.
36 votes -
Dashboard for agents in RingCX | Agent platform.
RingCX agents should have the option to view the dashboard to see the other agent's status in the RingCX Agent platform, not in Analytics, without the need to change the agent type to Supervisor.
42 votes -
Unexpected Call Drop: Entire 3-Way Conference Ends When Agent Disconnects in RingCX
Problem Description
When a RingCX agent (Party A) places a manual outbound call to Party B, then adds Party C to create a 3-way conference (Agent + Party B + Party C), if the agent (Party A) disconnects, the entire conference call is dropped for all participants (Party B and Party C).
Expected Behavior
If the agent (Party A) disconnects from a 3-way conference, the call should continue between Party B and Party C. This is expected in standard call conferencing logic where the initiator disconnecting does not necessarily terminate the call for all participants.30 votes -
RingCX Queue/Global Phonebook used for Manual Outbound Calls
Would like to have the Global Phone book or Queue Phone book to be visible/available to the agent when doing a manual outbound call.
Currently the Global Phone Book or Queue Phone book is only useful when you do have an active call.
72 votes -
INTERCEPT
Subject: Feature Request: Improve Granularity of "INTERCEPT" Call Disposition Code
Currently, the INTERCEPT call disposition is used as a generic status for multiple distinct call failure scenarios, including invalid numbers, carrier blocks, and user rejections.
This lack of specificity makes it difficult for administrators and end-users to quickly diagnose the root cause of a failed call. While backend codes may differentiate these events, that information is not exposed on the front end, forcing admins to perform manual investigations to understand the true outcome.
We propose replacing the single INTERCEPT disposition with more granular and descriptive statuses that reflect the actual…
12 votes -
When a callback request is offered to the agent, the agent can reject or answer the call using the RingCX agent application.
When a callback request is offered to the agent, the agent can reject or answer the call using the RingCX Agent application.
25 votes -
Need Wrap Time to also apply to manual outbound calls
Within current functionality, wrap time only applies to inbound calls. Because of this, we are running into the issue where agents disconnect from a manual outbound call and immediately receive an inbound call.
The suggested workaround to make the "Post Call State" an unavailable state is not a feasible or sustainable solution for our company. Relying on agents to manually adjust their status to available introduces too much room for inconsistency and leadership has identified several issues with this manual process:
-Inconsistency: Relying on manual actions introduces a high risk of agents forgetting to update their status, leading to inconsistent…12 votes -
SPOG Application: The option to manually accept callback request calls when they are routed to the agent.
SPOG Application: The option to manually accept callback request calls when they are routed to the agent.
10 votes -
Save last number used when using "External Phone" as voice connection in RingCX salesforce and standard ( and other) web apps
when a user in RingCX uses "External Phone" as their Voice connection, save the last number used here. should be an easy change and it would save a LOT of "we ended up in an RNA state" support tickets...
21 votes -
Extend RingCX Call History View to 30 Days
RingCX’s default 48-hour call history window feels like trying to solve a puzzle with half the pieces missing. Once you need to review anything older than two days, you’re forced into the Reports rabbit hole (if you even have access), wasting precious minutes and leaving non-admin agents stuck. Let’s fix that by giving every user a simple dropdown or settings toggle to choose their history range: 48 hrs., 7 days, 14 days, or up to 30 days, so you can instantly pull up that crucial call from last week without a detour. This small change supercharges agent productivity (no more…
13 votes -
Do not change agent status to Available once the call is over, when agent was initially unavailable.
If an agent is initially unavailable and receives an internal call or makes an outbound call, do not automatically change agent status to Available once the call is over.
20 votes -
Auto answer management options separately for inbound and outbound calling
the customers would like to be able to manage answer mode in different ways depending on the direction :
have the ability to enable/disable inbound auto answer
in parallel have the ability to enable/disable outbound auto answerso even if you disable the autoanswer for inbound, you can still "autoanswer" outbound calling
the impact:
when receiving a call they should be able to manually answer (1 click)
when initiating the call they should be able to dial the number without the need to click on 2 different buttons (the dial button + answer button) (1 click - the wished behavior-…44 votes -
base state
Need the ability to have additional "Base States" added for reporting purposed for account added "State Names".
Currently, there are the Base States of:
Available
On Break
Away
Lunch
Break
Training
WorkingThe added custom states fall under one of those categories.
Either additional Base States need to be able to be configured or the reporting for the agent state needs to include the custom Agent States that are configured on the account.
6 votes -
Syncing of RingCx and RingEx Status Bi-Directional
Customer requests syncing of RingCx and RingEx call statuses. Currently, when an agent is on a RingEx call, RingCx correctly sends incoming calls to voicemail. However, if the agent is on a RingCx call and receives a RingEx (DID) call, the RingEx call still rings through, not recognizing the agent as busy. The customer would like both platforms to recognize when an agent is on a call—regardless of which system—so that call handling (like call waiting or voicemail routing) works consistently and avoids disruptions.
5 votes -
RCX | Call recording Controls for Supervisor
Allow the ability to control the call recording of the supervisor when they barge in, Monitor, and take over the call regardless of the call recording settings of the Voice Queue.
Currently when the supervisor takes over the call the call recording stops if the Voice Queue call recording settings is set to Do Not Record On transfer.
4 votes
- Don't see your idea?