1664 results found
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User list actually includes all users
Currently, the User List historical report does not include all of our users. I'm unclear on why that is the case, but we are about 20% short when running the report.
I suggest that the user list historical report actually include all the users on the tenant.
1 vote -
Support # (Pound Sign) as a Collectible DTMF Input in RingCX Workflows
Currently, in RingCX workflow nodes (such as Get Voice Input or DTMF Collection), the # (pound/hash) key is hardcoded or designated by default as the Terminating Key (Termination Digit).
Because the system intercepts # as a control signal to end input collection:
It is automatically stripped from the collected string or ignored as a valid data character.
Workflow designers cannot map # as a standalone interactive choice (e.g., "Press # to repeat options" or "Press # to return to the main menu").
The input grammar masks strictly expect numeric digits (0–9), treating # strictly as a trigger to halt evaluation…
1 vote -
Delete agent's old name from the agent full name filter
When an agent's name is edited, the old name stays on the CX analytics agent full name filter. All interactions associated to the agent will be associated to the new name which makes the old name useless.
2 votes -
call offers for the longest wait time
RCX system prioritizes agents based on their overall Available Status time for the day, rather than their current Highest Availability:
-agents who have recently returned from an offline state (such as breaks or lunch) receive calls before those who have been continuously available.
-to better accommodate the varying preferences of our clients, we kindly request the addition of an option to enable or disable this feature. This adjustment would allow clients to configure their queues according to their specific needs and ensure a more equitable distribution of calls.
We understand that this behavior aligns with the current design of RCX,…
233 votes -
additional timezone option
Hi team
Please have a option to add more timezone in the ringex portal such as mountain time alberta please see screenshot attach
1 vote -
Display Voicemail Duration in Email Notifications
Request Type: Feature Enhancement
Product: RingCX
Feature Area: Voicemail / Email Notifications
- Request Summary
The customer is requesting an enhancement to display the duration of a voicemail recording, in seconds, directly within the corresponding voicemail email notification.
- Current Behavior
When users receive voicemail email notifications, the notification does not clearly display the voicemail recording's duration. Users must open the voicemail or access the recording to determine how long the message is.
This creates additional work when users receive numerous voicemail notifications, including very short recordings resulting from brief hang-ups.
- Requested Enhancement
Add the voicemail recording duration to the body of…
1 vote -
Block Incoming CX Calls When Agent Is Already on an Active EX Call
Request:
Please submit a feature enhancement to prevent incoming CX queue calls from being presented to an agent who is already engaged in an active EX call.Current Behavior:
When an agent is on an active EX call and an incoming CX queue call is received, the CX call may interrupt the ongoing call, place the active call on hold, and cause the agent's status to change to RNA.Requested Behavior:
When an agent is already engaged in an active EX call, incoming CX queue calls should be blocked or prevented from being offered to that agent until the agent…1 vote -
Direct activation
Add direct activation on user's page in ring central admin, it would be helpful to have an activation button in the admin portal in the part of the users' details page, some users don't have time or know how to activate account and if we can do it for them directly either from urgency or user not having knowhow would speed up activation process. (this is apart when 1st setting up user, this is after invitation period has expired)
1 vote -
Channel-Specific Agent Presence / Status Controls
Currently, setting an agent’s status to Away in RingCX suppresses all inbound interactions across all channels (Voice, SMS, Chat, Email). We request the ability to configure channel-specific availability or status toggles at the agent level (for example: Available for SMS/Digital, Away for Voice).
Business Impact & Use Case:
Testing & Onboarding: Teams testing new digital channels (like SMS) need agents to receive inbound test messages without taking live inbound phone calls.
Operational Flexibility: In day-to-day operations, supervisors often need agents to focus on asynchronous channels (SMS, Email, Chat) without being interrupted by real-time voice calls, without having to completely remove…
1 vote -
inbound CNAM
For incoming calls into CX, can it automatically pull the CNAM and put it as the Caller Name when the call pops?
2 votes -
1 vote
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Chat feature closes its self after telling a user that we are closed
Add the ability for chat boxes to close themselves, for example after a user messages the chat outside of normal hours they can get a message saying "We are current closed, please reach out during our normal business hours of 8am-5pm" and after a few seconds the chat box closes its self.
1 vote -
Increase RingCX Upload Limit Beyond 500 entries
Increase RingCX Upload Limit Beyond 500 entries
Request:
Increase the maximum upload capacity from the current limit of 500 entries to support more than 500 records in a single upload.Business Impact:
The current limitation requires users to split large datasets into multiple files, which increases administrative effort and processing time. Supporting larger uploads would improve efficiency, reduce manual work, and enhance the overall user experience for organizations managing high-volume data imports.Expected Outcome:
Allow administrators and users to upload datasets exceeding 500 entries in a single operation, or provide a configurable upload limit that can accommodate larger volumes.1 vote -
Ability to control playback speed for variable audio that is captured in a workflow
Need the ability to control playback speed for variable input audio that is captured in a workflow, e.g. credit card number. We want to make the playback slower so that the caller can clearly understand the number.
1 vote -
RingCX Digital Queue Agent Priority setting
Currently, RingCX supports agent priority ranking for voice skills, allowing administrators to route interactions to the most qualified agent first, with automatic fallback to other available agents. This same capability does not exist for digital skills.
We are requesting the ability to assign priority rankings to agents within digital skills, enabling digital interactions to route to the highest-ranked available agent before cascading to others. This would support proficiency-based routing, improve efficiency, and provide consistency across voice and digital channel configuration.
8 votes -
Add SharePoint Sites as a Knowledge Base Source for RingCentral AI
Please add support for Microsoft SharePoint sites as a source for the RingCentral AI knowledge base.
Currently, the knowledge base can be built using Google Drive or manual uploads, but many organizations like ours store their internal documentation, policies, procedures, and support materials in SharePoint. Allowing SharePoint sites or document libraries to be connected directly would make it much easier to keep AI knowledge current and aligned with existing company content.
3 votes -
Option to Route Unanswered External Phone Connections to Next Available Agent
Option to Route Unanswered External Phone Connections to Next Available Agent
When a RingCX agent uses an external phone number for their voice connection, the system currently treats the handoff like a call forward. If the agent does not answer, the call falls to the external phone's ring settings, and RingCX marks it as answered. We need a configuration option for RingCX to pull the call back to the queue if it is not physically answered by the agent, allowing it to route to the next available agent rather than ending up in a personal external mailbox.
1 vote -
1 vote
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RingCX Conference Calling
RingCX Conference Calling
The customer would like to have conference calling functionality in the RingCX platform, enabling them to add more than two participants to a call.3 votes -
An alert for Staff to be notified when they have been in after call work for over 5 minutes
An alert for Staff to be notified on their own dashboard when they have been in after call work for over 5 minutes.
1 vote
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