1362 results found

1. Identify percentage of RingCX calls that are recorded

   Need a way to query data to identify what % of calls are recorded.

   3 votes

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2. Option to Select Designated Caller ID for Outbound Calls in RingCx SPOG

   Scenario:

   When agents place outbound calls from the RingCx SPOG, they currently have access to select from all main company numbers as their Caller ID. However, based on operational requirements, each agent typically only needs access to 3 designated caller IDs corresponding to their assigned outbound calling queues.
   Request:

   We would like to request an enhancement to limit or customize the available Caller ID options per agent or per outbound queue assignment. This would help:
   Minimize selection errors,
   Streamline the outbound call process, and
   Ensure compliance with proper Caller ID usage by team.

   Please let us know if this customization is currently possible or if it can be considered for future development.

   Scenario:

   When agents place outbound calls from the RingCx SPOG, they currently have access to select from all main company numbers as their Caller ID. However, based on operational requirements, each agent typically only needs access to 3 designated caller IDs corresponding to their assigned outbound calling queues.
   Request:

   We would like to request an enhancement to limit or customize the available Caller ID options per agent or per outbound queue assignment. This would help:
   Minimize selection errors,
   Streamline the outbound call process, and
   Ensure compliance with proper Caller ID usage by team.

   Please let us know if this customization… more

   9 votes

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   Under Review  ·  0 comments  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
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3. Access RingCX Voicemails in the RingCentral Chrome Extension

   Ability to route and access RingCX voicemails in the RingCentral Chrome Extension

   6 votes

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   Under Review  ·  0 comments  ·  Integrations & APIs  ·  Delete…  ·  Admin →
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4. Inbound Queue Callback - option to record caller's name

   Add the ability to have the caller requesting a callback record their name.

   This is needed for customers that may not have a direct phone number, and only a main company phone number.

   Issue:
   When our customers input a main company phone number for a callback in queue, our agents don't know who requested the callback. The CX system just calls back the number the customer entered. If that happens to go to a receptionist or an AA menu, the agent doesn't know who requested the call. This is bad for our agent productivity and for the customer because they may never get their call returned.

   Add the ability to have the caller requesting a callback record their name.

   This is needed for customers that may not have a direct phone number, and only a main company phone number.

   Issue:
   When our customers input a main company phone number for a callback in queue, our agents don't know who requested the callback. The CX system just calls back the number the customer entered. If that happens to go to a receptionist or an AA menu, the agent doesn't know who requested the call. This is bad for our agent productivity and for the customer because they… more

   14 votes

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   Under Review  ·  2 comments  ·  Interaction routing, workflow & queuing  ·  Delete…  ·  Admin →
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5. "Defer" option for Digital Interactions in RingCX CRM integrations

   My client would like the 'defer' option (which is available in RingCX Agent) to be available in our CX CRM integrations as well.

   The purpose is that they frequently would prefer to 'schedule' an outbound digital interaction for later in the day versus compose and send the digital interaction in the moment. Their current system (integrated into Salesforce) allows for 'deferring' or 'scheduling' an SMS to be sent out at a specificed time.

   The justification would be for 'parity' with our RingCX Agent experience which does offer 'defer' option today

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   2 votes

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   Future Consideration  ·  0 comments  ·  Integrations & APIs  ·  Delete…  ·  Admin →
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6. RCX | DNC list bulk removal

   Have the option to bulk remove the DNC list. Currently the customer can only remove 1 by 1. This will help save time for the customer that wants to remove the DNC list manually in bulk.

   4 votes

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7. MMS

   Enable RingCX users to send or receive MMS messages directly within the platform.

   3 votes

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8. Enhance Dynamics 365 CIF Search API to Support Full Entity Search

   RingCentral CIF for Dynamics 365 only searches the Regarding field using these endpoints:

   /api/data/v9.0/accounts

   /api/data/v9.0/contacts

   /api/data/v9.0/leads

   /api/data/v9.0/opportunities

   /api/data/v9.0/incidents

   That means searches are limited to just the name or title fields, which is pretty restrictive.

   Request
   
   Switch to using the Dynamics 365 Search API endpoints:

   /api/search/v1.0/suggest

   /api/search/v1.0/query

   These endpoints allow searches across all fields that Dynamics administrators have marked as searchable, including any custom fields customers add.

   Why this matters

   Users can find records based on any searchable field, not just name/title.

   A single API call can return Accounts, Leads, Contacts, Opportunities, and Incidents.

   Custom fields are fully supported, so organizations with tailored Dynamics setups aren’t left out.

   Search scope is still controlled by Dynamics admins, so governance and compliance are respected.

   Overall, this makes the CIF much more useful and saves time for teams working in Dynamics every day.

   RingCentral CIF for Dynamics 365 only searches the Regarding field using these endpoints:

   /api/data/v9.0/accounts

   /api/data/v9.0/contacts

   /api/data/v9.0/leads

   /api/data/v9.0/opportunities

   /api/data/v9.0/incidents

   That means searches are limited to just the name or title fields, which is pretty restrictive.

   Request
   
   Switch to using the Dynamics 365 Search API endpoints:

   /api/search/v1.0/suggest

   /api/search/v1.0/query

   These endpoints allow searches across all fields that Dynamics administrators have marked as searchable, including any custom fields customers add.

   Why this matters

   Users can find records based on any searchable field, not just name/title.

   A single API call can return Accounts, Leads, Contacts, Opportunities, and Incidents.

   Custom fields are fully supported, so organizations… more

   2 votes

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9. Mark email that did not have an agent reply as "Solved" rather than "Ignored"

   Whenever an agent solves an interaction without responding to the message, the interaction is being tagged as "Ignored". This cause confusion as the agent actually accepted the interaction but it just didn't require a reply thus the agent is marking them as solved. It should be tagged "Solved" or something else other than "Ignored"

   11 votes

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10. Dashboard Sharing

    Please add the option to edit a real-time dashboard for all users it's shared with, and a way to view whom a dashboard has been shared with. This would greatly improve the experience for admins and make it easier for them to create and share dashboards with supervisors.

    4 votes

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11. RingCX - Play Remaining Esimated Wait Time to Callers in Queues (More than just once)

    When callers are waiting in a queue, RingCX can only play back the estimated wait time once. Other phone systems have an option to let callers know the estimated wait time every X seconds, such as once every 45 seconds, so they know how long it is before their call is answered.

    We would like to see RingCX updated so it allows us to teller our callers how long it is before their call is answered more than just one time.

    Also, there is a RingCX configuration that lets the callers know their position in the queue, such as "caller number 20 in the queue". RingCX only plays this back once. It would also make sense to advise callers as this number changes, so they know how many callers are ahead of them before their call is answered.

    When callers are waiting in a queue, RingCX can only play back the estimated wait time once. Other phone systems have an option to let callers know the estimated wait time every X seconds, such as once every 45 seconds, so they know how long it is before their call is answered.

    We would like to see RingCX updated so it allows us to teller our callers how long it is before their call is answered more than just one time.

    Also, there is a RingCX configuration that lets the callers know their position in the queue, such as "caller… more

    28 votes

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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.

    1 vote

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13. Add "Not Live Person" flag and option for pre-recorded message for Manual calls.

    Add "Not Live Person" flag and option for pre-recorded message for Manual calls.
    In disposition this is not available now and only available in the auto dialer outbound calls.

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    1 vote

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14. ability to activate call forwarding on all company numbers on the account

    When activating a call forwarding using all company phone numbers it should applied on
    all of the numbers on the account not just only applicable on company numbers, because it gives a misleading to the customers.

    1 vote

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15. RCX | Increase data download

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

    1 vote

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16. Option to remove "Escalate to video" button on Chat

    There is currently no setting that can remove the option to "Escalate to video" for agents on chat. Please give us the option to toggle it on and off.

    1 vote

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17. add an "N/A" (Not Applicable) option in Ringsense, when AI grades a calls

    Right now, when the AI grades calls, it applies all questions in the questionnaire with only "Yes" or "No" options. However, not all questions are always relevant to every call.

    It would be helpful to add an "N/A" (Not Applicable) option so that irrelevant questions don’t impact the overall score.

    8 votes

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    0 comments  ·  AI quality management  ·  Delete…  ·  Admin →
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    Implemented  ·  AdminSushant (Sr Director, Machine Learning, RingCentral) responded

    Thank you for your valuable feedback. We've now implemented this feature and is available on your account. Scorecard answers can also include N/A as an option.

18. Increase Historical Report Capacity

    RingCX Historical Reporting is limited to 60k lines per RC Support site. Customer is making around 200K OB dials per day, and wants to be able to report on every interaction in one report. With current limitations, customer will have to download 4 separate reports.

    7 votes

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    Under Review  ·  2 comments  ·  Realtime & historical analytics  ·  Delete…  ·  Admin →
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19. Provide AI Summary Webhook Endpoints for Digital Channels(Email, Chat, SMS)

    Provide AI Summary endpoints or direct variables applicable for webhooks and API workflows for Digital Channels (Inbound and Outbound)

    These endpoints should allow customers to programmatically retrieve AI-generated summaries in real time or near real time, independent of RCX Workflow-only implementations.
    Benefits

    Delivers on the originally communicated AI value proposition
    Enables true omnichannel AI insights across voice and email
    Supports deeper system integrations and automation use cases
    Reduces dependency on workflow-only extraction methods
    Improves customer satisfaction and trust in RingCX AI roadmap

    Supporting AI summary extraction across all major communication channels is critical to achieving feature parity, enabling scalable integrations, and meeting enterprise customer expectations.

    Provide AI Summary endpoints or direct variables applicable for webhooks and API workflows for Digital Channels (Inbound and Outbound)

    These endpoints should allow customers to programmatically retrieve AI-generated summaries in real time or near real time, independent of RCX Workflow-only implementations.
    Benefits

    Delivers on the originally communicated AI value proposition
    Enables true omnichannel AI insights across voice and email
    Supports deeper system integrations and automation use cases
    Reduces dependency on workflow-only extraction methods
    Improves customer satisfaction and trust in RingCX AI roadmap

    Supporting AI summary extraction across all major communication channels is critical to achieving feature parity, enabling scalable integrations,… more

    1 vote

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20. Native Call Park Capability in RingCX

    While RCX has provided a workaround to simulate a call park–like experience, customers have found this approach to be inefficient, cumbersome, and misaligned with how agents are expected to manage active calls. The workaround adds unnecessary steps, increases handling time, and does not deliver the simplicity or flexibility of a true call park feature.
    Current Limitation

    No native Call Park functionality in RingCX
    Agents must rely on non-standard or manual workarounds
    Workarounds do not align with real-world call-handling practices
    Reduced agent efficiency and increased call handling complexity

    Requested Enhancement
    Add native Call Park support to RingCX, allowing agents to:

    Park active calls securely
    Retrieve parked calls as needed
    Transfer parked calls between agents or teams smoothly
    Use Call Park as part of standard inbound and outbound workflows

    While RCX has provided a workaround to simulate a call park–like experience, customers have found this approach to be inefficient, cumbersome, and misaligned with how agents are expected to manage active calls. The workaround adds unnecessary steps, increases handling time, and does not deliver the simplicity or flexibility of a true call park feature.
    Current Limitation

    No native Call Park functionality in RingCX
    Agents must rely on non-standard or manual workarounds
    Workarounds do not align with real-world call-handling practices
    Reduced agent efficiency and increased call handling complexity

    Requested Enhancement
    Add native Call Park support to RingCX, allowing agents to:

    Park… more

    1 vote

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