1575 results found
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Voicemail box for Play Announcement
There should be an option to left voicemail if there is no answer and forward the call for play announcement
1 vote -
Recordings Delivery Audio Format
Currently Recording Delivery Tasks only send the standard Recording URL. Customer is looking to deliver Perspective Recordings instead of Standard. An option on Task creation to choose which Recording is delivered would accomplish this.
13 votes -
Wrap-up timer shows agents in wrap-up and not available
Problem:
Previous provider would allow a certain wrap-up time before putting agents back into availability using a ""wrap-up"" code, not available code. Supervisors see multiple people in available but calls queuing, as the current setup shows agents as ""available"" when they're actually in their wrap up time.The feature request:
Wrap-up time allowance, which then puts the agent back to available after the countdown. At a queue level, theres a ""Wrap time"" at a queue level, but it shows agents as available to supervisors which is misleading when managing a large amount of people and queues.Why it matters:
This…4 votes -
Ability to limit digital interactions per channel and per user
Is there a way to limit digital interactions? The client would like the ability to set limits for each digital channel per user.
For example:
1 interaction for email
5 interactions for chat8 votes -
Analytics and real time data discrepancies.
We need to have the correct data under the real-time analytics. Currently, there are discrepancies between the real data and the data shown on live reports, the numbers are not correct, and they do not correlate with the other widgets, some widgets show some data and some widgets show different data even when they should be reflecting the same numbers. Even checking under performance reports or business analytics will show some discrepancy, and it hinders our abilities to correctly assess the situation and give correct feedback or adjust our team numbers, etc. There is one example attached.
9 votes -
RingCX Alerts with number of calls waiting
For optimal utilization of RingCX Alerts, we recommend configuring the system to display the live number of calls waiting within the alert's subject line or body. Providing this specific metric enables users to prioritize calls more effectively.
2 votes -
SMS Channel Token Lifecycle
The ability to extend the token expiration period beyond the standard system default would be highly beneficial, along with the option to completely disable the token refresh requirement for SMS channels. If disabling the refresh is not feasible, an alternative would be to allow whitelisting of our channel ID or client ID to enable a long-lived access token, helping prevent potential service interruptions.
4 votes -
Filter by Voice/Digital Queue in RingSense for RingCX
Currently, the filter panel only pulls in queues when tied to RingSense for Sales (RingEX) and doesn't pull in queues when tied to RingCX. This is a request to be able to also filter by RingCX queues in RingSense.
36 votesI'm pleased to announce that this feature is live! RingSense (RS) now lets you:
- Filter interactions by Queue (REX/RCX) and Disposition in the filter panel.
- See source identifiers on each interaction—including the queue (REX, RCX) and the final Disposition value—for clear traceability.
- Target scorecards using Queue and Disposition so you can tailor evaluations by routing path or final outcome. (Great for customizing scorecards by team/flow or result.)
More details in the attached screenshots.
Why this matters
- Enhanced visibility: Source identifiers in RS make it easy to correlate data across RS ↔ REX/RCX.
- Smarter insights: REX/RCX call-queue metadata is now available for advanced filtering and analysis.
- Customizable targeting: Use Queue and Disposition to build highly relevant, outcome-aware scorecards.
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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.37 votes -
option to assign direct number to agents
It would be helpful to assign a direct number to agents in RingCx. Since RingCX customers would mainly use RIngCX instead of EX. So they would like an option to assign the direct number of agents from EX to CX as well to have SMS capabilities for the numbers being assigned in RingCX Agents
2 votes -
RingCX Historical Dashboard Export to PDF
Description:
It would be highly beneficial to have the Ability to Export RingCX Historical Dashboard that would fit or resize the contents to show all data within a single page. Currently the system renders the dashboard at its native, on-screen layout and does not automatically resize or fit-to-page. When a dashboard's visualization is wider or taller than a standard document page, the content will unfortunately be clipped in the exported PDF rather than scaled down to fit.Use Case:
The ability to control the export to PDF for a quick overview at a glance instead of downloading the excel or…2 votes -
Consolidated EoL Device Report
Currently, the filtering options in the Admin Portal provide some utility, but it would be far more efficient to have a single consolidated report listing all End-of-Life (EoL) devices across the tenant, rather than checking each category individually.
The current filtering approach also requires manually selecting specific device models. For organizations with many different phones and device models, it’s not always clear which devices are approaching or have reached EoL. This makes the process time-consuming and prone to error.
Ideally, when an EoL, security, or other alert is displayed in the Admin Portal, clicking on the alert should directly show…
5 votes -
RingCX Spell Check where can control dictionary and if errors alert agent before sending.
RingCX Spell Check where can control dictionary and if errors alert agent before sending.
5 votes -
A report that will show the agent base state of working and the call ID of the call before that base state is used.
We need a report that will show us the calls before an agent went into the working state.
1 vote -
non RingCX users to have access on RingCx voicemail once a voicemail notification is received.
Description:
Provide a secure capability for external users to retrieve and listen to voicemail messages left in RingCX. This could be implemented through an authenticated voicemail access flow (such as mailbox identification and PIN verification).Business Need:
Customers and external users sometimes need to access previously submitted voicemail messages without requiring an internal agent to retrieve and relay the message. A secure retrieval option would improve self-service capabilities while maintaining voicemail privacy.Security Requirements:
Require authentication before voicemail playback
Prevent unauthorized access to mailbox contents
Allow administrators to enable/disable the feature
Provide audit logging for voicemail access1 vote -
Allow Agent Connect Message for SMS
Currently, Agent Connect Messages do not work for SMS. It would be nice to streamline that and have it also work for SMS so that agents do not have to copy and paste a reply when connecting with customers.
1 vote -
More Flexible Targeting Rule Options
Use Case
We use targeting rules to control when buttons and channels are shown or hidden on the website based on operating hours and/or agent availability. At scale, this becomes difficult to manage because separate rules are required for different channels and variations such as weekday and weekend opening hours.
Currently, this results in managing hundreds of targeting rules, creating significant manual overhead. This becomes particularly challenging when managing exceptions such as bank holidays, when individual rules need to be identified, reviewed and updated manually.
There is also a challenge with timezone management. Targeting rules currently operate based on the…
1 vote -
Analytics Real-Time Dashboards - Add a Real-time Agent Widget Organized by Queues
It would be helpful to be able to create a widget/tile for individual inbound queues. Each row of the widget would show the agent name and their interaction data just like in the Real-time agent widget. Except we'd be able to instantly see the names of all the agents signed into each queue as these widgets would dynamically update as agents are assigned/unassigned to the queues.
There is an existing "Inbound" widget which only "provides a row of overall metrics for each inbound queue"
4 votes -
Increase Maximum Preview/Progressive Call Delay Timer Beyond 180 Seconds in RCX
Feature Request Title: Increase Maximum Preview/Progressive Call Delay Timer Beyond 180 Seconds in RCX
Customer / Account Name: Electronic Caregiver
Contact: Tommy Coon (Senior Director, CX Tech and Operations Strategy)
Current Functionality:
In RingCentral Contact Center (RCX), the maximum configurable duration for Progressive / Preview Call Delay is capped at 180 seconds (3 minutes).
Requested Enhancement:
Allow administrators to set a higher maximum threshold (or remove the 180-second cap) for Preview Call Delay at the campaign/queue level.
Business Use Case / Justification:
The customer's agents require extended time to review complex lead information and history after a lead is fetched…
1 vote -
Clarify Smart ACR Documentation
The current Smart ACR documentation is confusing because the introductory description does not accurately reflect how the feature actually behaves.
The article begins by stating:
"Smart ACR determines when to play a recording announcement based on the area code and number dialed."
Based on that wording, many administrators will assume Smart ACR is primarily a notification or announcement feature.
However, later in the same article, the documentation states:
"Calls to locations where one-party notification is required: Smart ACR will automatically record these calls."
and
"Calls to locations where two-party notification is required: These calls will not be recorded automatically..."
Those…
1 vote
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