1258 results found
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RingCX and SAP CRM Integration
Looking to have RingCX and the SAP CRM to be integrated as requested by a customer.
1 vote -
Hubspot embedded agent
Instead of Hubspot being an extension, work with hubspot to embed the agent console into the CRM
4 votes -
RingCX Default as outbound caller ID
It would be helpful and beneficial if we didn't need to select the RingCX Default as the mycaller ID every time when using the RC App. This feature is working as expected when using the RingCentral web.
1 vote -
Allow extension dialing within RingCX SPOG
Currently within RingCX SPOG, once you start your session and go to the dial pad and enter an extension in the dial pad with "RingCX Default" set as your caller ID, and then press enter and select the option "Dial" or press "Enter" on your keyboard, it will prompt an error "The number is invalid, please check it carefully and try again"
When you have a session started but select a RingEX caller ID, you can type the extension and then hit "Enter" or "Dial" and it will connect.
What we want is the ability to dial a RingEX extension…
1 vote -
Over all counts for all the leads
I have 10,000 leads in a list.
I want to see overall counts for that list, specifically:
How many are finalized.
How many are still open.
For the open leads, a breakdown by call attempts.Example:
10,000 leads loaded
5,000 still open
2,500 dialed 2 times
1,500 dialed 3 times
1,000 dialed 4 times3 votes -
AI follow-up emails in RingSense CX
"Follow-Up" option in RingSense is missing Ringsense. This feature is only available for RingSense for Sales and not for RingSense for RingCX. Customer would like to request this as a feature they can use.
8 votesI'm glad to announce that this feature is now available in your AI QM account. You can generate AI followup emails, as well as use various different templates to create the relevant emails.
See the attached GIF
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Call Monitoring Audit Log report that shows who monitored whom and when.
We would like to have a report that we can run called a “Call Monitoring Audit Log.” Specifically, we need to be able to generate a report that shows who monitored whom and when.
1 vote -
Ring CX agents Simultaneous in a que
Have the ability to ring all agents within a specific queue simultaneously so it can be based off a speed to lead type of situation. This ensures the caller's time is not wasted and the agent working most effectively is rewarded with more leads.
7 votes -
Add Filter for Schedule or Hours-Based Queue Alerts
Issue:
Currently, the alert system does not account for queue schedules, operating hours, or specific time-based configurations. As a result, queues that are intentionally set to operate 24/7 or have custom schedules generate continuous “no agents in queue” or similar alerts outside of normal staffing hours. This leads to unnecessary email traffic and alert fatigue, making it harder to identify genuine issues.Proposed Solution:
Introduce a filter or condition in the alert configuration that allows you to assign a schedule or operating hours for the alert before sending alerts.This enhancement would ensure that alerts such as “no agents available”…
2 votes -
option and/or default behaviour being to auto-hold the external caller / customer when an agent initiates a warm transfer / three-way call t
An option and/or default behaviour being to auto-hold the external caller / customer when an agent initiates a warm transfer / three-way call to a user on the REX system?
2 votes -
RingCX | Zendesk Integration Refresh feature
The ability to keep the RingCX Embedded app logged in when refreshing just the Zendesk integration. Currently
3 votes -
dashboard ring no answer
Call which have not been answered by an agent and which trigger the RNA state appear multiple times on the Supervisor Dashboard until they are actually routed to an agent. Whilst logically, this makes sense it does not make for an easy interpretation. Can we show such calls as one single call/interaction within the dshaboard.
3 votes -
Display a message informing the callback
Display a message to the agent informing that a call is part from a callback campaign.
1 vote -
able to remove duplicates found in this list and existing list
In RingCX, when uploading lead list, we can only select either remove duplicates found in this list or existing list.
It would be better if we can do both as this is tidious for us since we have to remove the duplicate in the list first in other platform before uploading it in the ringcx again.
5 votes -
Fax Cover Page, Allow Sender Name to be Optional or Modified
To offer a certain amount of anonymity to call center agents, please allow the Fax Cover page options to include the ability to remove the senders name, or to change the name in a manner that would populate the first & last name of the agent, with edits allowed to those names
1 vote -
Post call timers
In a voice queue, aside from having a post-call state option, it will be helpful if the agent can move into the "Working" state once a call is completed, and a timer will be set to put the agent in "Available" after two minutes, or depending on how many minutes we set up.
1 vote -
Allow Using the Hold Button on the Desk Phone
Need to be able to use the Hold Button on the user Desk phone for RingCX call backs
-hold button on desk phones works properly for everything except for RingCX callbacks
-current behavior of Hold buttons on RCX callbacks are it is playing wav files that is not setup on client/company's audio files; rather it plays it files under RCX's Global Audio Files46 votes -
Disable / Toggle Off Call Recording Announcement in RingCX Admin Tool
They would like an option or setting in RingCX Admin to disable the Automatic Call Recording Announcement for their RingCX calls. (Inbound and Outbound)
Actual Behavior:
RingCX and RingEX automatically plays a call recording announcement on applicable calls.
There is currently no visible admin-level option for the customer to turn this announcement off.Expected Behavior:
An admin-configurable option in RingCX to enable or disable the automatic call recording announcement based on business needs and compliance requirements.1 vote -
Disable phone number recognition
Disable phone number recognition.
Currently, the RingCX Email interface automatically injects a Telephone Icon and click-to-dial hyperlink onto all numerical strings in email replies. This behavior is overly aggressive and frequently misidentifies non-phone data (such as Reference IDs, SKU numbers, and currency) as dialable numbers.0 votes -
Make Call Transcription Links Read-Only in Salesforce
Requesting a feature that allows RingSense AI transcription and summary links added to Salesforce cases via the RingCX integration to be stored in a read-only/uneditable field.
Business Need:
Currently, agents can modify or delete the transcription link in Salesforce, which may result in lost access to critical call recordings and AI-generated summaries. Ensuring the transcription link is immutable preserves data integrity and ensures that all team members can reliably access the original AI call records.Benefits:
Maintains consistent access to AI-generated transcriptions and summaries.
Prevents accidental deletion or modification by agents.
Supports compliance, audit, and quality assurance processes.
Ensures historical…
2 votes
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