1665 results found
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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…
1 vote -
Reporting Enhancement Request – Identification of Manually Rejected Inbound Calls
I would like to request a reporting enhancement to identify instances where an agent has manually rejected an inbound call.
The existing RNA (Ring No Answer) report provides visibility of calls that were not answered; however, it does not differentiate between calls that timed out and calls that were deliberately rejected by an agent. Having access to this information would improve call handling analysis, provide greater transparency, and support agent accountability.
RNA calls recorded in less than 30 seconds cannot automatically be assumed to be caller-abandoned calls. The RNA metric includes both missed calls and calls that have been actively…1 vote -
Callback Flow Improvement
There should be a way in RingCX to enhance the callback experience by allowing callback requests to be honored immediately after the caller’s initial input, without requiring a second confirmation—even if the caller disconnects early.
Current Behavior
1) Callers press “1” to request a callback.
2) A second confirmation (“press 1 again”) is required before the callback is officially queued.
3) If the caller disconnects before completing the second confirmation or before system disconnect, the interaction is marked as “Inbound ACD Callback Incomplete.”
4) No callback is generated, even if the caller already indicated intent.Problem Statement
• The two-step…4 votes -
Expose API data when a call is connected
We recently ran into an issue where a configured Start Recording node in an Agent Script was triggering before the ADD SESSION event. This caused the recording event to fail, and the call would not be recorded. We solved this by adding a half second forced wait in the agent script. It would be beneficial to expose this information in Audit Logs or similar when the call connects, so that if this were to happen again it would be easily diagnosable.
3 votes -
Feature Request : Simplify and Clarify De-dupe List Options
Current Behavior / Issue:
The current De-dupe List options use technical wording that can be confusing for administrators, especially when trying to understand which duplicate lead will be kept or removed.
The current options are:
Yes, Remove duplicates found in this list
Yes, Remove duplicates found in existing lists
No, Retain duplicatesThe difference between the first and second options is not immediately clear. An administrator may need to read the detailed description or test the behavior to understand whether the existing lead or the newly uploaded lead will be retained.
Requested Enhancement:
Simplify the option names and provide a…
1 vote -
Allow Voice Broadcast System Disposition of "VOICEMAIL-LEFT" to NOT Be Marked COMPLETE
Allow Voice Broadcast System Disposition of "VOICEMAIL-LEFT" to NOT Be Marked COMPLETE .
A pass action configuration needs to be available to allow Voice Broadcast System Disposition of "VOICEMAIL-LEFT" to NOT Be Marked COMPLETE as these leads should be able to be re-dialed at the specified pass interval up to the max pass limit set for the campaign.
1 vote -
Log all calls even if Agent is offline in RingCentral Voice for Salesforce
Log all calls even if the agent is offline in RingCentral Voice for Salesforce.
2 votes -
ajouter un filtre permettant d'exclure de la visibilité des superviseurs certains échanges
Objectif métier :
Améliorer la pertinence des tableaux de supervision en masquant les conversations n’ayant reçu aucune réponse utilisateur. Cela permet d’éviter que les superviseurs soient exposés à des tâches non traitées ou non traitables, qui n’apportent pas de valeur au suivi opérationnel.Résultat attendu :
Exclure les échanges dont userrepliescount = 0.
Afficher uniquement les conversations ayant fait l’objet d’au moins une réponse utilisateur.
Réduire le bruit dans les tableaux de bord.
Faciliter le suivi des activités réellement engagées et améliorer l’efficacité de la supervision opérationnelle.1 vote -
Lower Ringtime on campaigns to 15 seconds
Lower Ringtime on campaigns to 15 seconds, right now the minium we can go to is 20 seconds
Our testing has demonstrated that approximately 20 seconds represents an inflection point where voicemail pickups begin to increase significantly. By allowing a configurable ring timeout of 15 seconds, we can:
Reduce the number of calls answered by voicemail.
Improve Answering Machine Detection (AMD) performance.
Reduce unnecessary machine-to-agent transfers.
Improve agent productivity and customer experience.
Reduce overall dialing latency while remaining compliant with applicable regulations.2 votes -
RCX | Audible Notification for Agent Pending Disposition (Pend-Disp) Status
Feature Enhancement Request – RingCX
Title: Audible Notification for Agent Pending Disposition (Pend-Disp) StatusRequest Summary:
Request enhancement in RingCX Agent Workspace to provide an audible notification when an agent remains in Pending Disposition (Pend-Disp) status, similar to the current Ring No Answer (RNA) audible alert behavior.Current Behavior:
In RingCX, when an agent misses an offered interaction and enters RNA (Ring No Answer) status, the agent receives an audible beeping notification until they manually change their state (e.g., Available, Away, or another status).However, when an agent enters Pending Disposition (Pend-Disp) status, there is currently no equivalent audible indication…
3 votes -
Call transcript
Customer would like to have a copy of a transcript with his interaction with the live agent. It would be helpful if the customer would have a documented transcript sent to them via email as documentation of the conversation they had with a live rep. instead of just going through to the ticketing system
3 votes -
Deleting a phone book entry should delete them automatically for all queues
At the moment, deleting an entry in the phone book page doesn't delete it from the voice queues. We are requesting that this functionality be updated. Deleting a phone book entry should delete it from all queues.
1 vote -
callback feature only when calls are waiting or wait time reaches a set threshold
Feature Request: Create a feature that can dynamically determine when a callback queue event should be offered based on specific thresholds (i.e SLA, elapsed time (currently in place), abandoned rates, # of calls waiting, etc.)
5 votes -
Import RingEX IVRs to RingCX
- Executive Summary As customers migrate from RingEX to RingCX (or adopt a hybrid setup), reconstructing complex Interactive Voice Response (IVR) menus manually in RingCX is a major pain point. It is time-consuming, prone to human error, and delays the onboarding process.
This feature will allow administrators to export an existing RingEX IVR configuration and import it directly into RingCX, automatically mapping menus, prompts, audio files, and key presses (extensions) to the corresponding RingCX queues, scripts, or flows.
Problem Statement
"Rebuilding a 5-level IVR menu with dozens of audio prompts in RingCX takes hours of manual labor and requires dual-monitoring both…
3 votes -
Show Who Has Clicked "Start Dialer" on the Real-Time Dashboard
Issue :
The problem is that the real-time supervisor dashboard does not show whether a user or agent has clicked on the "Start Dialer" button or not.What is the Proposed Solution?
We want to add a new column to the Real-Time Agent Monitoring Dashboard called "Dialer Status." This column will track whether an agent has initiated their dialing session or not based on backend indicators:
Dialer Clicked: The system tracks that the agent has actively clicked the button to initiate the dialer workflow, indicating they are actively participating in the campaign.
Dialer Not Clicked: The agent is logged in…3 votes -
phonebook role
Since there is no way at this time to do a bulk upload of entries into the RCX Phone Book, we would like to be able to create a custom admin role who only has the ability to edit the RCX Phone Book. This is currently not possible.
8 votes -
Add Native Workforce Management (WFM) & Forecasting to RingCentral RingCX
RingCentral RingCX would greatly benefit from built-in Workforce Management (WFM) capabilities to help contact centers forecast demand, plan staffing, and maintain service levels without relying on external tools or spreadsheets.
As RingCX is adopted by larger and global contact centers, teams need better visibility into future demand and agent availability. Native WFM features would enable more accurate staffing decisions, improved queue coverage, and a better customer and agent experience.
Requested Features:
- Forecast call and digital channel volume using historical RingCX data
- Interval-based forecasting (e.g. 15 or 30 minutes)
- Staffing recommendations based on SLA targets (for hour/day/week/month)
-…8 votes -
Admins to be able to delete call recordings within RingCX
Currently in RingCX, if we need a call recording deleted, we have to log a case and get it escalated to the right team. It would be much more effective if admins with analytics access could delete call recordings themselves.
28 votes -
Copy Existing Agent Roles to new roles
Need to be able to copy an existing agent role when creating a new role. This would save a bunch of time if an existing role has "most" of what you want for a new role.
6 votes -
Geo IP Access Control for RingCX
Geo IP Access Control for RingCX
The customer wanted to know the list of GEO IP access for the Ring RingCX platform.1 vote
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