1180 results found
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Improve Readability of Call Transcripts in RingCX
The current transcript display in RingCX is difficult to read due to formatting and layout issues. Enhancing the transcript’s clarity and visual presentation would greatly improve user experience and efficiency when reviewing calls.
3 votes -
Feature Request: Queue Identification for Agents via Marquee Display for RingCX
Currently, RingCX does not provide a Marquee feature to display the originating queue for incoming calls. Although the Agent Whisper feature can play a brief recording (such as the queue name) before the call is connected, there is no visible indication of the originating queue once the call is in progress.
Proposed Solution:
Implement a Marquee display or a similar visual indicator on the agent's interface that shows the originating queue for incoming calls. This would allow agents to quickly identify which queue the call is coming from without needing to rely solely on audio cues through the Agent Whisper…9 votes -
Support for Locking of Workflows to Prevent Changes
We need to be able to lock Workflow/Agent scripts to prevent edits temporarily while the current script is still fully functional for any incoming interactions. This will help prevent two people from having a script open and saving changes over each other. When an admin tries to open a locked script they should be able to view it, but they should get a notice that the script is currently locked and the name of the person who locked it (so they can contact that person if they need to make a change immediately) upon launching the script, and they should…
10 votes -
Set Default Transfer Type
When an agent performs a transfer, they have to select their transfer directory, between Internal, Corporate Directory (from RingEX), Phonebook, or Destination (External). Destination comes up as the default option, but we do not utilize this. Almost all transfers are of the "Internal" transfer type, so the agents must select that transfer type from the dropdown, and then find the agent. We are requesting an account level setting where you can specify a default Transfer Type option, so it is automatically set for all agents.
4 votes -
Ability for an admin user with "Company Numbers" permission and an assigned domain role to move numbers to RingCX
If a site has a number directly assigned to it, a site admin with domain access to that site cannot move their own numbers to CX. While we prefer not to allow site admins with domain access to see or move every number, it would be beneficial if they could move their own number to CX instead of relying on a limited number of people to perform this task each time.
3 votes -
Preserve Original Caller ID in RingEX → RingCX → RingEX Call Transfers
Ensure that when a call is transferred from RingEX to RingCX and then back to RingEX, the original caller ID remains intact throughout the entire call flow, instead of being replaced by the RingCX system caller ID.
4 votes -
RingCX: Request for Direct Agent Download of Call Recordings
Agents using RingCX need the ability to quickly download a recording of a call they just completed directly from their agent interface, such as through a button on the call wrap-up screen or in the agent's recent call history.
1 vote -
Option to disable Call Recording for internal interactions
• It would be great if we can have the option to disable Call Recordings for internal interaction/calls
•This would help with the account's recording threshold
• Currently, Call Recordings settings is limited to :
-Recording on Transfer
-Agent segment recording3 votes -
priorities
In RingCX, voice queues cannot be globally configured to take priority over digital queues (email, chat, SMS). Currently, the only way to allow phone calls to break through is to configure agents for concurrent voice and digital interactions. This forces digital interactions to compete directly with calls and requires administrators to set strict digital concurrency limits (often set to 1), which is not ideal.
Current Behavior
Digital interactions received after hours queue up.
When agents log in, these digital interactions are delivered first-in, first-out before live phone calls.
Phone calls wait in queue until digital interactions have been cleared, unless…
2 votes -
Improved Handling of iOS/Android Call Screening in Predictive Dialer with Enhanced Voicemail Detection Profiles
Customers have reported that when using the Predictive Dialer, outbound calls that connect to iOS or Android call screening systems (e.g., “Call Screen” on Google Pixel or “Silence Unknown Callers” on iPhone) are often incorrectly classified as machine answers by the default voicemail detection logic. As a result, the system may either drop the call or fail to connect an agent, even though the call was answered by a live person after the screening process.
Currently, while custom voicemail detection profiles can be created to fine-tune how RingCX detects live vs. machine responses, these profiles require manual configuration, repeated testing,…
2 votes -
RIngCX - Fixed amount for Agent States
We would like agents to only be in certain states for a fixed amount of time and for the agent's state to be automatically changed to available
3 votes -
"My caller ID" dropdown should be searchable
"My caller ID" dropdown should be searchable - or at the least I should be able sort the phone numbers as I wish.
My company owns 100s of phone lines which we make outbound calls from, but the drop down is very hard to navigate when you have so many numbers. I suggest that list could be searchable or at least give the admin the option to sort the list to their preference.
Thanks!
18 votes -
Supervisor access for survey results in RCX
Currently, survey results for agents are accessible only to administrators, not supervisors. This limitation poses challenges for our clients, as supervisors require access to these results without being granted additional privileges.
5 votes -
Enhancement Request to show all extensions in the Corporate Directory
At the moment, the corporate directory only shows 10 extensions when transferring calls. We are required to search manually for the extension before transferring the call.
We would like to be able to see all extensions available to us in the corporate directory when transferring calls.
14 votes -
Hidding Columns in Reports to produc more complex Calculations
When creating Reports and using the "Create Metric" to produce a %age I want to combine M2 and M3 as a Sum then get a %age between the "result" and M1 (see Screen Shot) I dont need the Column to show but I need the column "in" the report so aI can produce the Ratio "M5"
If we are given the ability to hide columns this will mean that customers can produce complex custom reports and Metric's without having to ask for "Custom" metrics be produced by the RC Dev Team or ask for "embebbed" metrics to be an option.
2 votes -
Ability to delete multiple messages in digital queues
There should be an ability to filter and delete in mass specific messages in queues.
Right now, when a queue is hit with spam, one has to select each message one by one and either ignore or recategorize them.
9 votes -
The call should not go through if the user mistakenly dials a number in the DNC list in RingCX.
The call should not go through if the user mistakenly dials a number in the DNC list in RingCX.
9 votes -
Retain Deskphone Pairing While Using RingCX in the RingCentral App
Currently, when a user logs into RingCX, the Deskphone Pairing feature in the RingCentral App is disabled. There’s no way to toggle it back on without signing out of RingCX and when signing out, pairing is reset and must be manually configured again. This creates a poor user experience and unnecessary confusion in office environments where paired desk phones are preferred.
Problem Description
In our organization, we rely on Deskphone Pairing so that incoming calls ring directly to our physical phones while allowing softphone visibility in the RingCentral App. However:
Logging into RingCX disables Deskphone Pairing with no warning or…
4 votes -
ability to Adjust the delay associated with the "auto-answer" behavior for agents handling email interactions within the RingCX product.
Once an agent is identified as available, the system sends a new email within approximately 2 seconds. We are exploring the possibility of adjusting this delay to 5 or 7 seconds.
5 votesNot clear, provide precise details and problem statement
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Add Audio Settings (Noise Suppression) to RingCX Browser Version
Customers have reported persistent background noise during calls when using the RingCX browser version. Unlike the desktop app, the browser version lacks audio settings such as noise suppression. Implementing audio controls and noise reduction features in the RingCX browser client would enhance call clarity and overall user experience.
3 votes
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