1664 results found

1. Feature parity for RingCX and mobile app

   Currently the mobile RingCentral app does not include full RingCX functionality. We would request that the mobile experience mirrors the web/OS version of the RingCentral app.

   This would allow us to move more functionality out of RingEX into RingCX which is a better fit for our use cases, but does not allow for users to be mobile (support/on call groups that have rotating users, but are not in front of a computer for a full shift).

   1 vote

   Vote Vote Vote Vote

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Vote

   We’ll send you updates on this idea

   New  ·  0 comments  ·  Agent & supervisor experience  ·  Edit…  ·  Delete…  ·  Admin →
   How important is this to you?

   Not at all You must login first! Important You must login first! Critical You must login first!

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Submit Rating

2. Agent Ability to Delete Emails/Conversations

   Currently, agents do not have the ability to delete emails or conversations emails from RingCX. In our environment, the email address associated with the platform is frequently copied on exchanges that are not relevant to agent activity or customer interactions. Historically, these messages could be removed by users to maintain a clean and relevant inbox.

   The absence of a deletion capability can lead to unnecessary clutter, making it more difficult for agents to focus on actionable customer communications and increasing the time spent managing non-relevant interactions.

   We would therefore like to request the addition of an agent-level email/conversation deletion feature, allowing authorized agents to remove emails or conversation threads that are not related to customer service activities. This functionality would help improve agent efficiency.

   Currently, agents do not have the ability to delete emails or conversations emails from RingCX. In our environment, the email address associated with the platform is frequently copied on exchanges that are not relevant to agent activity or customer interactions. Historically, these messages could be removed by users to maintain a clean and relevant inbox.

   The absence of a deletion capability can lead to unnecessary clutter, making it more difficult for agents to focus on actionable customer communications and increasing the time spent managing non-relevant interactions.

   We would therefore like to request the addition of an agent-level email/conversation deletion feature,… more

   2 votes

   Vote Vote Vote Vote

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Vote

   We’ll send you updates on this idea

   New  ·  0 comments  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
   How important is this to you?

   Not at all You must login first! Important You must login first! Critical You must login first!

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Submit Rating

3. Call Waiting notification

   If a user is in an outbound call with a customer and another call comes into their queue, an incoming call notification pop-up should appear, notifying them of the incoming call.

   The agent should have the ability to put the first call on hold and then answer the second call.

   9 votes

   Vote Vote Vote Vote

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Vote

   We’ll send you updates on this idea

   Needs More Information  ·  0 comments  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
   How important is this to you?

   Not at all You must login first! Important You must login first! Critical You must login first!

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Submit Rating

4. Add Agent Capacity Profiles to manage concurrent async and real-time workloads

   Description:
   In the legacy Engage Digital platform, there was a valuable capability called Agent Capacity Profiles, allowing administrators to define how many asynchronous conversations (e.g. email, Apple Business Chat, WhatsApp, social messaging) an agent could handle simultaneously, while also reserving capacity for real-time channels such as webchat or voice.

   RingCX currently lacks an equivalent mechanism, making it difficult to manage agent workload across mixed interaction types.

   Pain Point:
   Without agent capacity control:

   Agents supporting both async and real-time channels can easily be over-allocated, leading to missed SLA targets or delayed responses.

   Supervisors cannot reserve a portion of agent availability for live channels while still allowing them to contribute to async workloads.

   It reduces flexibility and efficiency for operations that handle multiple channel types.

   Example Scenario:
   A managed service provider supports several businesses using RingCX. Each business uses Apple Business Chat for async messaging and LiveChat for real-time web interactions. Ideally, the same set of agents should contribute to both, but with clear limits — for example, each agent could manage 3 async conversations while keeping 50% of their capacity free for immediate live chat assignment. This is not currently possible without manual monitoring or third-party workarounds.

   Proposed Solution:
   Introduce an Agent Capacity Profile feature in RingCX similar to Engage Digital, enabling:

   Definition of concurrent conversation limits by interaction type (async and real-time).

   Ability to assign different profiles to agents, queues, or roles.

   Dynamic capacity management so agents aren’t overloaded.

   Benefits:

   Optimizes agent utilization while maintaining responsiveness on real-time channels.

   Improves SLA adherence across all communication types.

   Allows businesses to better manage diverse digital workloads without custom routing hacks.

   Aligns RingCX with proven features from Engage Digital, supporting a smoother migration path for customers transitioning between platforms.

   Description:
   In the legacy Engage Digital platform, there was a valuable capability called Agent Capacity Profiles, allowing administrators to define how many asynchronous conversations (e.g. email, Apple Business Chat, WhatsApp, social messaging) an agent could handle simultaneously, while also reserving capacity for real-time channels such as webchat or voice.

   RingCX currently lacks an equivalent mechanism, making it difficult to manage agent workload across mixed interaction types.

   Pain Point:
   Without agent capacity control:

   Agents supporting both async and real-time channels can easily be over-allocated, leading to missed SLA targets or delayed responses.

   Supervisors cannot reserve a portion of agent availability for… more

   7 votes

   Vote Vote Vote Vote

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Vote

   We’ll send you updates on this idea

   Under Review  ·  0 comments  ·  Interaction routing, workflow & queuing  ·  Delete…  ·  Admin →
   How important is this to you?

   Not at all You must login first! Important You must login first! Critical You must login first!

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Submit Rating

5. Consistent Full Call Recording Across Transferred Calls in RingCX

   Summary of Issue

   When a call is transferred from one agent to another, the call recordings are inconsistent. In many cases, only the first agent's recording segment is available, while in other cases only the second agent's segment is recorded. This makes it difficult to review the complete customer interaction from start to finish.

   Current Behavior

   Calls are transferred between agents.
   Both agents are expected to have their portions of the interaction recorded.
   Recording results are inconsistent:
   Sometimes only the first agent's segment is recorded.
   Sometimes only the second agent's segment is recorded.
   The complete conversation is not always available for review.

   Expected Behavior

   A complete recording of the customer interaction should be available regardless of agent transfers.
   All agent segments associated with a transferred call should be consistently captured and easily accessible.
   Administrators and supervisors should be able to retrieve the entire call journey without having to locate multiple recordings or determine which segment was recorded.

   Troubleshooting Performed Under Voice Queues & Skills > Queue Settings, the following recording configurations were tested:

   Full Call Recording Only
   Full Call Recording and Agent Segment Recording
   Agent Segment Recording Only

   None of these configurations resulted in the expected behavior of consistently recording all portions of transferred calls.

   Business Impact

   Incomplete recordings hinder quality assurance and coaching efforts.
   Supervisors cannot reliably review the entire customer interaction.
   Critical information may be missing when investigating customer concerns or agent performance.
   Compliance and auditing requirements may be affected when portions of calls are unavailable.

   Requested Enhancement

   Improve recording reliability for transferred calls so that all call segments are consistently recorded.
   Provide a unified recording experience that captures the complete interaction across multiple agents.
   Enhance visibility into recording behavior during transfers and clearly indicate why any segment was not recorded.
   Offer configuration options that ensure full call recordings remain intact regardless of transfers between agents or queues.

   Summary of Issue

   When a call is transferred from one agent to another, the call recordings are inconsistent. In many cases, only the first agent's recording segment is available, while in other cases only the second agent's segment is recorded. This makes it difficult to review the complete customer interaction from start to finish.

   Current Behavior

   Calls are transferred between agents.
   Both agents are expected to have their portions of the interaction recorded.
   Recording results are inconsistent:
   Sometimes only the first agent's segment is recorded.
   Sometimes only the second agent's segment is recorded.
   The complete conversation is not always available… more

   1 vote

   Vote Vote Vote Vote

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Vote

   We’ll send you updates on this idea

   New  ·  0 comments  ·  Agent & supervisor experience  ·  Edit…  ·  Delete…  ·  Admin →
   How important is this to you?

   Not at all You must login first! Important You must login first! Critical You must login first!

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Submit Rating

6. Improve Recording Availability and AI Controls in RingCX

   Improve Recording Availability and AI Controls in RingCX
   Summary of Request:
   The current experience with call recordings in RingCX negatively impacts daily operations. Recordings are often not available immediately after a call ends, making it difficult for agents to review recent conversations while assisting customers. In some cases, recordings from calls completed 20 or more minutes earlier are still unavailable in ACE, causing delays and reducing productivity.

   Business Impact:
   Agents cannot promptly review call details needed for follow-up actions.
   Delays in recording availability affect workflow efficiency and customer service.
   Users have limited visibility into when recordings will become available.
   Reliance on delayed processing creates frustration and impacts confidence in the platform.

   Feature Enhancement Request:
   1.Provide near real-time access to call recordings immediately after a call is completed.
   2.Improve recording processing times and visibility into recording status.
   3.Offer alternative methods to access recordings when they are not yet available in ACE.
   4.Introduce notifications or indicators showing when a recording is still being processed.
   5.Enhance overall reliability and consistency of recording availability across the platform.

   Requested Outcome:
   Faster and more predictable recording availability.
   Greater transparency into recording processing status.
   More flexible access options for recordings.
   Comprehensive administrative controls to disable AI features when desired.

   Improve Recording Availability and AI Controls in RingCX
   Summary of Request:
   The current experience with call recordings in RingCX negatively impacts daily operations. Recordings are often not available immediately after a call ends, making it difficult for agents to review recent conversations while assisting customers. In some cases, recordings from calls completed 20 or more minutes earlier are still unavailable in ACE, causing delays and reducing productivity.

   Business Impact:
   Agents cannot promptly review call details needed for follow-up actions.
   Delays in recording availability affect workflow efficiency and customer service.
   Users have limited visibility into when recordings will become available.
   Reliance… more

   1 vote

   Vote Vote Vote Vote

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Vote

   We’ll send you updates on this idea

   New  ·  0 comments  ·  Agent & supervisor experience  ·  Edit…  ·  Delete…  ·  Admin →
   How important is this to you?

   Not at all You must login first! Important You must login first! Critical You must login first!

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Submit Rating

7. Retrieval Option for Deleted RingCX Call Recordings

   Implement a recovery option in RingCX to allow administrators to restore recently deleted call recordings.
   Implementing a recovery option for deleted recordings will directly improve the platform's data retention security and increase customer trust. By empowering Administrators with self-service recovery tools, we can enhance the overall user experience while maintaining strict access controls and compliance standards.

   1 vote

   Vote Vote Vote Vote

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Vote

   We’ll send you updates on this idea

   New  ·  0 comments  ·  Call & screen recording  ·  Delete…  ·  Admin →
   How important is this to you?

   Not at all You must login first! Important You must login first! Critical You must login first!

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Submit Rating

8. Feature Request: RingCX | API for Microsoft Company Directory Integration

   Description

   • Requesting the ability to integrate their Microsoft Company Address Book (Azure AD / Microsoft 365 Directory) with RingCX.

   They would like RingCX to consume directory data via API so agents can access corporate contacts directly within the platform.

   Requested Capability

   • API-based integration between RingCX and Microsoft Company Directory

   • Sync or query users and contacts from Microsoft 365 / Azure AD

   • Make company directory contacts searchable and usable within RingCX (e.g., dialing, identification)

   Business Value / Use Case

   • Improves agent efficiency by eliminating the need to manually maintain contacts

   • Ensures a single source of truth for corporate directory data

   • Reduces operational overhead and data inconsistency

   • Enhances enterprise adoption for Microsoft-centric environments

   Current Limitation
   • RingCX does not currently provide a native API or connector to integrate with Microsoft Company Directory.

   Description

   • Requesting the ability to integrate their Microsoft Company Address Book (Azure AD / Microsoft 365 Directory) with RingCX.

   They would like RingCX to consume directory data via API so agents can access corporate contacts directly within the platform.

   Requested Capability

   • API-based integration between RingCX and Microsoft Company Directory

   • Sync or query users and contacts from Microsoft 365 / Azure AD

   • Make company directory contacts searchable and usable within RingCX (e.g., dialing, identification)

   Business Value / Use Case

   • Improves agent efficiency by eliminating the need to manually maintain contacts

   • Ensures a single source of… more

   7 votes

   Vote Vote Vote Vote

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Vote

   We’ll send you updates on this idea

   Future Consideration  ·  1 comment  ·  Integrations & APIs  ·  Delete…  ·  Admin →
   How important is this to you?

   Not at all You must login first! Important You must login first! Critical You must login first!

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Submit Rating

9. SMS blast and automated SMS in RingCX

   It would be great if we have options in RingCX SMS that allows customers to send blast SMS and automated SMS which is now available on other SMS platforms.

   1 vote

   Vote Vote Vote Vote

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Vote

   We’ll send you updates on this idea

   New  ·  0 comments  ·  Digital experience  ·  Edit…  ·  Delete…  ·  Admin →
   How important is this to you?

   Not at all You must login first! Important You must login first! Critical You must login first!

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Submit Rating

10. RingCX Feature Request: Historical HAR and Console Log Capture for Intermittent Issue Troubleshooting

    Summary

    • Enhance the diagnostic tooling to allow capture and retrieval of historical browser logs, including HAR (HTTP Archive) and browser console logs, to help investigate intermittent issues that cannot be reproduced on demand.

    Problem Statement

    • Currently, our troubleshooting tools primarily capture agent logs in real time. However, they do not include browser-level diagnostic data, such as:

    1. HAR (network request logs)

    2. Browser console logs

    • When customers report intermittent issues, the following challenges arise:

    1. The issue occurs randomly and cannot be predicted.

    2. HAR and console logs must be manually enabled before the issue occurs.

    3. In many cases, the issue has already happened before logging was enabled, leaving no diagnostic data.

    4. Analytics historical reports have a delay of approximately 1–2 hours, which prevents immediate correlation with the issue.

    As a result, support teams must rely on customers or agents to attempt reproducing the issue again while recording logs, which is often difficult or impossible.

    Proposed Solution

    • Introduce a diagnostic logging enhancement that enables capturing and storing historical browser logs for troubleshooting.

    Key capabilities may include:

    1. Background Diagnostic Logging

    Allow agents or customers to enable a temporary background logging mode that captures:

    • Network activity (HAR logs)

    • Browser console logs

    • JavaScript errors

    This logging can run for a limited period or until manually disabled.

    1. Historical Log Retrieval

    Provide the ability to export captured logs after an issue occurs, even if the problem was not anticipated.

    Logs may include:

    • Network requests and responses

    • Console errors and warnings

    • Timestamped events

    1. Optional Event-Based Capture

    To reduce data volume, logging could be triggered when certain events occur, such as:

    • Failed API requests

    • JavaScript exceptions

    • Page load failures

    • Network timeouts

    Expected Benefits

    • Improves root cause analysis for intermittent issues

    • Reduces dependency on real-time reproduction

    • Provides browser-level diagnostics alongside agent logs

    • Helps compensate for the 1–2 hour delay in analytics reporting

    • Shortens issue investigation and resolution time

    Suggested Priority

    • Medium–High

    This enhancement would significantly improve the support team’s ability to investigate unpredictable or intermittent customer issues.

    Summary

    • Enhance the diagnostic tooling to allow capture and retrieval of historical browser logs, including HAR (HTTP Archive) and browser console logs, to help investigate intermittent issues that cannot be reproduced on demand.

    Problem Statement

    • Currently, our troubleshooting tools primarily capture agent logs in real time. However, they do not include browser-level diagnostic data, such as:

    1. HAR (network request logs)

    2. Browser console logs

    • When customers report intermittent issues, the following challenges arise:

    1. The issue occurs randomly and cannot be predicted.

    2. HAR and console logs must be manually enabled before the issue occurs.

    3. In many cases, the issue… more

    6 votes

    Vote Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    New  ·  0 comments  ·  Realtime & historical analytics  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating

11. Sender email change

    Issue Summary:
    Individual sender alias for outbound RingCX emails.

    Environment and Scope
    RingCX Digital Channels (Email Queue), RingEX Profile Synchronization.

    Findings
    The platform currently maps the email sender name either to the global Email Channel settings (which applies to all agents in the queue) or syncs directly from the primary RingEX user profile. There is currently no native functionality in RingCX to configure individual, queue-specific digital aliases that differ from the RingEX directory profile.

    1 vote

    Vote Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    New  ·  0 comments  ·  Digital experience  ·  Edit…  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating

12. Automated or bulk download capability for RingCX transcripts.

    Automated or bulk download capability for RingCX transcripts.
    The customer is requesting a bulk export feature for RingCX call transcripts.

    4 votes

    Vote Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    New  ·  1 comment  ·  AI quality management  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating

13. Unified access across rest of world, and India specific tenant

    We are a client who has a India facing tenant, and a rest of world tenant. We have supervisors who supervise agents across both tenants. There is no easy way to view agent status , manage agents, or reporting in a single pane of glass across both tenants.

    This is something that our team needs to allow our supervisors to effectively manage their teams.

    1 vote

    Vote Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    New  ·  0 comments  ·  Agent & supervisor experience  ·  Edit…  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating

14. Feature Enhancement Request: Customer-Controlled Azure Text-to-Speech (TTS) Voice Selection via SSML in RingCX Workflows

    Feature Enhancement Request: Customer-Controlled Azure Text-to-Speech (TTS) Voice Selection via SSML in RingCX Workflows

    Title:
    Enable SSML Support and Customer-Controlled Azure Text-to-Speech Voice Selection for IVR Workflows

    Product:
    RingCX Workflow / IVR Text-to-Speech (Azure TTS)

    Business Justification:
    Following the migration from Poly TTS to Azure Text-to-Speech, customers have lost the ability to control which voice is used for IVR prompts. The platform currently assigns a default Azure voice with no option for customers to select a preferred voice or configure speech characteristics.

    This has resulted in:

    • Unexpected voice changes without prior customer notification.
    • Customer dissatisfaction due to inconsistent IVR branding and user experience.
    • Reduced flexibility for multilingual deployments and accessibility requirements.
    • Lack of documentation explaining the change, supported voices, and current platform limitations.

    Several enterprise customers have requested the ability to choose Azure voices directly, particularly through Speech Synthesis Markup Language (SSML), allowing customization of voice, language, speaking style, pronunciation, and other speech attributes.

    Current Limitation
    • Workflow Text-to-Speech uses a fixed Azure voice.
    • Customers cannot specify:

    Azure voice name
    Language or locale
    Neural voice
    Speaking style
    Prosody (rate, pitch, volume)
    • No SSML input is supported.
    • No fallback or notification mechanism exists when the Azure TTS backend experiences failures.
    • Documentation does not clearly describe supported voices or service limitations.

    Requested Enhancement

    • Implement SSML support within the Workflow Text-to-Speech function to allow customers to fully leverage Azure Speech capabilities while maintaining compatibility with the existing Azure backend.

    The enhancement should allow customers to:

    1. Enter SSML directly within the TTS node.
    2. Select supported Azure voices.
    3. Configure: • Voice • Language • Speaking style • Rate • Pitch • Volume • Pronunciation
    4. Support multilingual voice selection where available.
    5. Validate SSML before execution.
    6. Maintain backward compatibility for customers who continue using plain text.

    Additional Requested Improvements

    1. Supported Voice Documentation

    Provide documentation that includes:
    • List of supported Azure voices
    • Supported locales
    • Neural voice availability
    • SSML examples
    • Feature limitations
    • Usage guidelines
    2. Advanced Voice Clarification

    Clarify whether premium Azure/OpenAI voices (for example, Nova Multilingual Neural HD) will be supported and whether their usage incurs additional licensing or operational costs.

    1. Backend Monitoring and Failure Handling

    Improve resiliency of the TTS service by providing:

    • Detection of Azure TTS service failures.
    • Workflow error handling when synthesis fails.
    • Optional fallback logic.
    • Monitoring and alerting for backend outages.
    • Customer-facing notifications for service-impacting events.

    1. Customer Change Communication

    Establish a standardized process for notifying customers whenever backend speech engines or default voices change to avoid unexpected IVR behavior and preserve customer experience.

    Expected Benefits
    • Restores customer control over IVR voice experience.
    • Enables richer, more natural speech using Azure SSML.
    • Improves multilingual support.
    • Reduces customer complaints following backend changes.
    • Improves documentation and product transparency.
    • Enhances reliability through better monitoring and failure handling.
    Aligns RingCX with Azure Speech capabilities and customer expectations.
    Priority

    High

    This enhancement addresses a customer-facing functionality gap introduced during the migration from Poly TTS to Azure TTS and impacts IVR branding, accessibility, multilingual deployments, and overall customer experience.

    Customer Impact
    • Customers currently cannot customize Azure voices.
    • Existing IVRs may sound different after backend changes without customer awareness.
    • Organizations relying on branded voice experiences cannot maintain consistency.
    • Lack of failure visibility can result in silent IVR issues during Azure TTS outages.

    Proposed Next Steps
    • Design and implement SSML support within the Workflow TTS node.
    • Confirm the list of Azure/OpenAI voices that will be supported.
    • Determine any licensing or pricing implications for premium voices.
    • Publish comprehensive product documentation.
    • Implement monitoring, fallback handling, and customer notification mechanisms.
    • Communicate the implementation timeline to affected customers.

    This enhancement was discussed jointly with Engineering and Support, with agreement to pursue SSML support as the long-term solution for restoring customer control over Azure Text-to-Speech voice selection.

    Feature Enhancement Request: Customer-Controlled Azure Text-to-Speech (TTS) Voice Selection via SSML in RingCX Workflows

    Title:
    Enable SSML Support and Customer-Controlled Azure Text-to-Speech Voice Selection for IVR Workflows

    Product:
    RingCX Workflow / IVR Text-to-Speech (Azure TTS)

    Business Justification:
    Following the migration from Poly TTS to Azure Text-to-Speech, customers have lost the ability to control which voice is used for IVR prompts. The platform currently assigns a default Azure voice with no option for customers to select a preferred voice or configure speech characteristics.

    This has resulted in:

    • Unexpected voice changes without prior customer notification.
    • Customer dissatisfaction due to inconsistent… more

    2 votes

    Vote Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    New  ·  0 comments  ·  Interaction routing, workflow & queuing  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating

15. Add API and Reporting Indicator for Carrier-Masked / Altered Caller IDs

    Introduce a metadata field, flag, or indicator within the API response payload (e.g., Call Log API, RingCX API) and exported Analytics reports that identifies if a Caller ID/ANI is:

    The original caller phone number provided by the originating carrier, OR

    A suspected masked/replaced number applied during the telecom routing process (based on known SIP header metadata or gateway routing patterns).

    2 votes

    Vote Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    New  ·  0 comments  ·  Integrations & APIs  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating

16. RCX | Increase data download

    have the ability to increase the data download in RingCX analytics from 80,000 to higher.

    5 votes

    Vote Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    New  ·  0 comments  ·  Realtime & historical analytics  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating

17. Include Audio File Attachments on RingCX Voicemail Notifications

    Instead of the weblinks attached to access voicemail messages from RingCX, we'd like to attach the exact audio file to the email notification.

    19 votes

    Vote Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    New  ·  6 comments  ·  Interaction routing, workflow & queuing  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating

18. RingCX Feature Request: Native Integration for RingEX Call Queue Transfers

    When an agent is using the RingCX application, they have the ability to transfer calls to RingEX users and see their extensions in the corporate directory. However, there is no native integration that allows RingCX agents to transfer calls directly to RingEX call queues. The customer is currently using a workaround where they manually upload the DIDs of the RingEX call queues into the RingCX phone book, which allows for transfers as if it were an external contact. This is a time-consuming and inefficient process that requires manual maintenance whenever a call queue is changed or added. The customer would like a feature that automatically integrates RingEX call queues into the RingCX directory, providing a seamless and automated way to transfer calls. This is a feature request, not a Salesforce adapter issue.

    When an agent is using the RingCX application, they have the ability to transfer calls to RingEX users and see their extensions in the corporate directory. However, there is no native integration that allows RingCX agents to transfer calls directly to RingEX call queues. The customer is currently using a workaround where they manually upload the DIDs of the RingEX call queues into the RingCX phone book, which allows for transfers as if it were an external contact. This is a time-consuming and inefficient process that requires manual maintenance whenever a call queue is changed or added. The customer would… more

    20 votes

    Vote Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    New  ·  0 comments  ·  Interaction routing, workflow & queuing  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating

19. Enable Automated Disposition Email Generation for Manual Outbound Calls

    RingCX currently supports automated email generation for inbound calls based on the disposition selected by the agent, through custom workflow. This feature has already been designed, presented, demo’d, and validated for inbound workflows.

    However, during UAT, customers requested that this same functionality be extended to manual outbound calls, which is not currently supported.

    Current Limitation:
    Automated disposition-triggered emails only work for inbound calls
    Manual outbound calls do not generate emails, even when dispositions are applied
    Agents must perform follow-up communications manually, leading to inconsistent workflows between inbound and outbound calls

    Requested Enhancement
    Enable automated email generation for manual outbound calls, using the same logic that exists for inbound calls.
    The system should automatically generate an email with the following fields:

    Subject: Disposition name selected by the agent
    Recipient: Email address pulled from the client database
    Email Body:

    First Name
    Last Name
    Caller’s phone number
    AI-generated call summary
    Any additional data stored in the database
    Feedback (if available)

    RingCX currently supports automated email generation for inbound calls based on the disposition selected by the agent, through custom workflow. This feature has already been designed, presented, demo’d, and validated for inbound workflows.

    However, during UAT, customers requested that this same functionality be extended to manual outbound calls, which is not currently supported.

    Current Limitation:
    Automated disposition-triggered emails only work for inbound calls
    Manual outbound calls do not generate emails, even when dispositions are applied
    Agents must perform follow-up communications manually, leading to inconsistent workflows between inbound and outbound calls

    Requested Enhancement
    Enable automated email generation for manual outbound calls,… more

    2 votes

    Vote Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    New  ·  3 comments  ·  Interaction routing, workflow & queuing  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating

20. Create a way to automatically pull data from a CRM like Zoho or Salesforce or vTiger to be able to automate loading of calling lists in RCX

    As an administrator, I need a way for RingCX to automatically ingest data for outbound dialing.

    I have a CRM (Zoho or Salesforce or vTiger) where I have calling lists and data.

    Currenly I have to extract the data manually and then manually upload the list into RingCX.

    Please create a way we can do a bi-directional synch nativly in RingCX to the big six CRMs so that we can simply 'push' data from our CRM to RingCX, it would then load this into the diallers and campaigns.

    Once the call completes, then it should batch the results and push back to the CRM.

    This is a feature gap compared to RCCC.

    As an administrator, I need a way for RingCX to automatically ingest data for outbound dialing.

    I have a CRM (Zoho or Salesforce or vTiger) where I have calling lists and data.

    Currenly I have to extract the data manually and then manually upload the list into RingCX.

    Please create a way we can do a bi-directional synch nativly in RingCX to the big six CRMs so that we can simply 'push' data from our CRM to RingCX, it would then load this into the diallers and campaigns.

    Once the call completes, then it should batch the results and push… more

    1 vote

    Vote Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    New  ·  0 comments  ·  Automated outbound dialing, campaign & lead mngmt  ·  Edit…  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating