1575 results found
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Add Caller's Name for Inbound Call Details Report
To add a column or filter that would show the name of the contact number they saved through the contact information section in the Inbound Call Details report.
There's an existing Caller's Name column available for Interaction Details, but it only shows the CNAM of the phone number and not the one saved through the contact information section.
5 votes -
Option to modify the Caller ID number used for Inbound ACD Queue Callback Answered in RingCX
Option to modify the Caller ID number used for Inbound ACD Queue Callback Answered in RingCX
The customer would like the ability to change the Caller ID number used for Inbound ACD Callback Answered within the RingCX platform. They want to be able to manually update this number through their RingCX portal.12 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.
2 votes -
RingCX Live Chat to Automatically Check for Available Agents
RingCX Live Chat to Automatically Check for Available Agents.
Current behavior:
1. We have a targeting rule where the chat will only be available when there is at least one agent available.
2. A website visitor loads the website where the chat widget is found and the visitor came when no agent is available. So the chat is not available or grayed out.
3. An agent becomes available.
4. The website visitor still sees the chat as unavailable unless the visitor refreshes the website.Please make it so that the website visitor will no longer have to refresh the website…
1 vote -
Salesforce Partner Telephony Queue Management enablement with RingCX
The customer would like for Salesforce Partner Telephony Queue Management integration to work with RingCX. The feature is currently not supported by RingCX platform.
1 vote -
Add the existing (warm) "Transfer" call control functionality to the "Requeue" feature. "
When using the (warm) "Transfer" feature, agents are given call controls for both calls independently. This allows agent to switch between both calls as needed by placing one leg on hold. It also provides options to disconnect certain legs, their leg only, or the entire call.
In contrast when using the (Stay on call) "Requeue" feature agents do not have any ability to switch between both calls.
If an agent needs to reconnect the voice path to the original while utilizing "Requeue", they must hit "Resume". By doing the Requeue is effectively cancelled and agents would need to restart the…
23 votes -
Cancelling a requeued call
Currently, if you requeue a call and select say on the call, there is not a way to take the call back. If you click end call, it will disconnect the call. There is no option to cancel the requeue. With transferring calls, you can cancel the transfer, but you cannot cancel a requeue.
46 votes -
Voice Connection for External Number Option Across RingCentral Applications
Request:
Add support for the Voice Connection option to External Number on RingCentral Web App, Desktop App.Current Limitation:
The Voice Connection option to External Number is not available on the Web App and Desktop App.Requested Enhancement:
Provide the Voice Connection option to External Number across all supported RingCx applications so users can access and configure this functionality regardless of the platform they are using.Business Impact:
The lack of this option limits users who need to utilize Voice Connection while working through the Web, Desktop, or Mobile application. Providing consistent availability across platforms would improve usability and provide…1 vote -
Disable TT Accept for Calls from Track Number Routing in RingCX
Request:
Provide an option to disable the TT Accept prompt/action when an agent answers calls routed through Track Number Routing.Current Behavior:
When a call is received through Track Number Routing, the agent is required to use TT Accept to accept the call.Requested Behavior:
Allow administrators to disable the TT Accept requirement for calls originating from Track Number Routing. When disabled, the call should be automatically accepted once the agent answers, without requiring an additional TT Accept action.Business Rationale:
This would simplify the call-answering workflow and reduce unnecessary steps for agents handling calls through Track Number Routing. It…1 vote -
Feature Enhancement Request: Display Destination Name on Incoming Caller ID
Feature Enhancement Request: Display Destination Name on Incoming Caller ID
Feature RequestEnhance RingCX to display the Destination Name associated with an incoming call directly on the agent's incoming Caller ID/call presentation.
Current Behavior
When an incoming call is presented to an agent, the agent can see the caller information; however, the Destination Name that the caller dialed is not displayed as part of the incoming call information.
In environments where agents support multiple destinations, queues, departments, or business lines, this requires agents to determine which destination the caller reached before selecting the appropriate opening spiel.
Requested Enhancement
Display the…
1 vote -
Auto-assign RingCX agents to same team in ACE
For customers that use ACE with RingCX, the RingCX role integrates into ACE, but the team structure does not. It is called a group in RingCX. Our company groups the RingCX agent by departments (teams) that should automatically carry over into ACE. Map the RingCX group to ACE in the same way that Calario and other WEM products pull Cisco UCCX teams. We are having to manage permissions to recordings in two different systems. Honestly, the "Assign Manager" concept needs to be redesigned. Just have a team assignment method where a manager can be selected.
1 vote -
Feature Enhancement Request: Generate Post-Call State for Bad Number Calls
Feature Request
Enhance RingCX to generate and update the appropriate post-call state when an outbound call is classified as a Bad Number, instead of ending the call without a standard post-call state.
Current Behavior
Engineering confirmed that the current behavior is expected. When a destination number is identified as a Bad Number—such as an invalid, unreachable, disconnected, or otherwise non-callable number—the call does not proceed through the normal call flow.
Because the call is terminated or classified at an earlier stage, the normal post-call processing is not triggered, and no post-call state is generated or updated.
Customer Impact
The absence…
1 vote -
Feature Request: Customizable Callback Setup Confirmation Message in RingCX
Hello RingCX Product Team,
We are currently using the callback feature for our patient call flows and have identified a usability issue that is impacting completion rates.
Our reporting shows that approximately 7% of callers fail to complete the callback setup process. After reviewing call recordings, we believe this is due to the confirmation message played during callback setup, which can reasonably lead callers to think the process is complete and hang up prematurely.
The current message played is:
“Thank you for using our callback service. We will maintain your place in queue and return your call as soon as…
5 votes -
check what number given by the customer in the call back request
A report to check what number given by the customer in the call back request
Additional details for the feature that you are requesting:
There is no way to continue to track a call if the caller requests a call back to a number that they didn’t call from.What is your use case for this feature request?
To figure out what happened to a certain call/s without having to ask the caller what number they used when they enter it into the system.What problem are you trying to solve or what problems does the current functionality cause?
Streamlining…
2 votes -
Improve RingCX Salesforce OpenCTI session handling to prevent call disruption due to stale browser cache/session data
Description:
When browser cache/session data becomes stale or corrupted, RingCX Salesforce OpenCTI sessions may fail to load properly, resulting in:Calls not ringing
Agent unable to accept calls
Silent failure until cache is manually clearedRequest:
Implement improved session validation and auto-recovery mechanisms so that:The CTI session can detect corrupted/stale state
Automatically refresh/reinitialize the session without requiring full browser cache clear
Provide soft recovery (reload CTI session, re-authenticate silently, or reset state)Business impact:
Reduces agent downtime and eliminates dependency on manual cache clearing, improving reliability in production environments.2 votes -
Closed Caption in CX
RingCX currently does not provide live closed captioning or real‑time transcription visibility for agents handling voice calls in the RingCentral desktop app. This creates a meaningful accessibility gap, especially given that live captions are available in RingEX and that RingCX already performs real‑time transcription behind the scenes for analytics and AI features.
This appears to be a product parity and accessibility issue, not a technical limitation.Why This Matters
Live closed captioning is a recognized accessibility accommodation, not merely a convenience feature. Its absence in RingCX directly impacts:Deaf or hard‑of‑hearing agents
Agents with auditory processing disorders
Neurodivergent agents who…4 votes -
Allow phone numbers that are formatted with periods.
Allow phone numbers that are formatted with periods. When I copy some company's phone number, if they use periods, it can't be dialed.
1 vote -
Sub-Status Selection During "Engaged" State for Mid-Call Task Tracking (RingCX)
Hi Team,
I am submitting a high-impact Feature Request on behalf of a RingCX customer who manages a high-volume Customer Service Representative (CSR) team.
Customer Use Case & Workflow
The customer’s team frequently handles multi-purpose interactions where a single customer call covers multiple distinct topics (e.g., spending the first few minutes on a billing dispute, then transitioning to processing a payment).The customer wants supervisors to be able to monitor exactly what an agent's current call is about in real time and track how long they spend on each specific task within that single live interaction.
Proposed Feature / Ideal…
2 votes -
Expose “Allow Call Transfer to Non-Available Agents” Setting in Customer-Facing RingCX Admin Portal
Summary:
Request to make the existing setting “Allow call transfer to non-available agents” visible and configurable within the customer-facing RingCX Admin Portal, aligning it with current availability in the internal RingCX Super Admin tool.Background:
The setting “Allow call transfer to non-available agents” is বর্তমানে accessible and configurable through the internal RingCX Super Admin tool. However, this option is not exposed in the customer-facing admin interface.This creates a discrepancy between internal and customer-level configuration capabilities.
Current Behavior:
Setting is available via internal RingCX Super Admin tool
Setting is not visible or configurable in the customer-facing RingCX Admin Portal
Customers…2 votes -
Digital interaction routing to next available agent
Route digital interactions to the longest available agent, regardless of how many concurrent interactions each agent can handle. For example, we have agents set to two concurrent digital interactions, and when two come in they both go to the same agent. We would want one to go to the first, then the second to go to the next available agent. An additional option to choose to have this work for voice interactions as well could also be useful.
2 votes
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