1258 results found
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Request for Integration & Listing of TOA IP-A1SC15 Speaker as a Supported Paging Device
Dear RingCentral Team,
I hope you are doing well.
I am reaching out on behalf of TOA Electronics regarding our network-based IP speaker, the TOA IP-A1SC15. We have a growing number of mutual customers who are actively using RingCentral’s hosted phone system and have expressed a strong need for seamless integration between RingCentral and our IP-A1 series paging products. https://www.toaelectronics.com/en-us/products/ip-audio/ipa1seriesOver the past months, we have observed that several customers are unable to complete SIP registration due to our products not listing as a supported device. After speaking directly with members of your support team, we would like to formally…
1 vote -
Enhance Agent States
Allow Agent States to be setup and selectable by Agent Group. The current Ring Central setup only provides for one list shared by all Agent Groups setup on the system. This means other agents have to scroll through states that aren't applicable to them.
Allow sub States. For example if an agent chooses an 'Offline' state they can choose for example Coaching/Rekeying/Admin Tasks. Real time and historical stats then show the reason an agent is working offline. This can also apply to the 'Break' state, you can indicate Short/Lunch etc.63 votes -
Visible Agent status on transferring
When transferring a call to another agent, have it to show their status, via words or colour. Whilst the circle may indicate their availability, the colour options are limited.
Agent #1 - Available (Green circle)
Agent #2 - Away/Lunch (Grey circle)
Agent #3 - Idle (Yellow circle)5 votes -
RingCX Manual outbound calls have automated greeting informing the customer that the call is recorded
Currently when an agent performs a manual outbound calls it would be better to have a greeting that will be played to the customer side so the customer is aware that calls are actually recorded.
7 votes -
RCX | API for Call Recording Retrieval
Description
• API in RingCX that allows programmatic access to call recordings, equivalent to APIs available in other RingCentral platforms.• The API should enable customers to retrieve call recordings and related metadata for integration with external systems.
Requested Capability
API endpoints to:
• List available call recordings
• Retrieve call recording metadata (Call ID, agent, queue, date/time, duration)
• Securely download call recording files
Business Value / Use Case
• Enables integration with QA, compliance, analytics, and archival systems
• Supports automated auditing and monitoring workflows
• Reduces manual effort for supervisors and administrators
• Provides feature parity with…
1 vote -
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…
1 vote -
Ability to place the Answer/Reject window from RingCX to be always on top of any browser when call comes in
Ability to place the Answer/Reject window from RingCX to be always on top of any browser when call comes in
2 votes -
1 vote
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Mass Delete Inbox/SPAM threads in RingCX/Engage Digital
Mass delete inbox in RingCX/Engage Digital
This customer has email submission forms that were spammed thousands of times with fake outreach by the same user. While filters/rules can be deployed post-facto (in addition to a ReCAPTCHA), clearing up only the SPAM emails is currently a limitation, and the customer wants a way to either:
-purge threads based on specific criteria from the email, allowing them to target the spammer
-enable mass selection of messages in the inbox view (a 'select all' checkbox, and/or a filtering feature to narrow messages in the inbox to just the SPAM messages, which can then…11 votes -
RingCX Digital Emails and RT Dashboards
Real-Time digital only provides UII numbers for emails that are currently in queue and there is currently no way to search the system by UII numbers to see the contents of currently queued emails. In order to see the actual emails, we have to view them in "All Messages". We regularly have auto replies, spam emails, etc. that do not require a response. Because we have no way to transfer them to the junk, spam or deleted folders/mailboxes, we either ignore them or reply to the message. When we ignore the messages, the queued totals in Real-time digital remain the…
1 vote -
Enhanced Agent Dashboards for Queue Visibility and Custom Statuses
Currently, RingCX agents have limited visibility into calls across queues, agent availability, and overall queue activity. While supervisors can see more detailed information, agents themselves cannot access this data without compromising security. Existing workarounds, such as using JWT tokens, are not viable as they grant access to admin settings and analytics, creating a significant security risk.
Agents would benefit from a dedicated dashboard that provides real-time visibility into calls, queue status, and agent availability without exposing KPIs or sensitive information from other agents. This would also support coordination among agents for breaks, shift changes, and coverage planning.
We request the…
2 votes -
automatic bi-directional real-time voice translation
We’d love to see real-time, bi-directional voice translation added to the Roadmap for RingCX.
This would automatically translate conversations between agents and customers speaking different languages, directly within the RingCX platform.
Business Impact
- Improve Customer Experience: Agents can support customers in any language without delays or third-party tools.
- Increase Efficiency: Eliminates the need for manual translation or external interpreters.
- Support Global Teams: Makes RingCX ideal for multinational operations and multilingual customer support.
- Reduce Costs: Cuts overhead for translation services while ensuring consistent service quality.Suggested Functionality
- Translate voice conversations in real time (both directions).
-…1 vote -
Block RingCentral App (EX) Calls While Agent Is on RingCX Call
Currently, when an agent is on a RingCX call, incoming RingCentral (EX) app calls can still come through, causing interruptions. This request is to enable call status sync in the reverse direction—so that when an agent is active on a CX call, their status is reflected in the EX app, and EX calls are either blocked or suppressed accordingly.
6 votes -
RingCX digital report showing which page the customer initiated the digital chat from
Currently, when a customer initiates a digital chat from a website, there is no straightforward way within RingCX Digital analytics to identify the specific webpage URL they were on.
The use case has been generated by a customer that has circa 2-million digital interactions a month spread across multiple websites and multiple pages.
This lack of data creates a blind spot and the account cannot correlate chat volume with specific website and web pages. This hinders their ability to optimize their website, measure marketing campaign effectiveness, provide the most efficient customer support and more importantly they cannot provide reports to…
7 votes -
CONNECT EMAIL INTEGRATION TO OTHER FOLDERS/LABELS IN GMAIL
Currently, syncing Gmail labels is not supported for IMAP/SMTP channels. Only folder syncing is available at this time
13 votes -
say contact name before dialing on auto dialer
Verbally say a lead's name before auto-dialing. Useful for reps that walk around and are not always looking at their screen.
1 vote -
Allow to Map Dispositions to the Call Outcome field in RingCX for Hubspot
We would like to be able to map dispositions to the call Outcome field in RingCX for Hubspot
1 vote -
Agent States Transition
Agent States Transition report presented as a bar graph, displaying the duration and frequency of each status.
12 votes -
RingCX Analytics: Report to Track Supervisor Updates to User Availability States
We’d like to request the addition of a report in RingCX Analytics that tracks when a Supervisor updates the availability state of another user.
This report should include:
The Supervisor’s name and ID who made the change
The user’s name and ID whose availability was updated
The previous state and new state
The date and timestamp of the changeThis feature would improve visibility, enhance accountability, and assist in troubleshooting state-related issues within the contact center.
4 votes -
importing work flow from one ringcentral account to another
The customer requested that there must be an option to copy the template from his existing workflow from one RingCentral account to another. So they could save more time when creating a workflow.
1 vote
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