1449 results found
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Single Pane of Glass | Both EX and RCX call logs should appear on the same page
Wanted to be able to see the voicemails for both EX and CX, and similarly have the call logs for both EX and CX displayed on the same page
2 votes -
Ringcx voicemail Email notification includes transcript of the voicemail
Currrently in RingCX, when someone leaves a voicemail. It sends an email notification to any email recepient. However it doesnt include the transcript of the voicemail recording.
This will be very helpful so that we no longer need to listen to the whole recording and make our task more efficient.
33 votesInteractions coming through the Queue voicemail channel provide transcripts now
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Drop Down Global Phonebook for Transfers when using the Desktop Ap
If you use Web Based CX, the agent can utilize a drop down menu to access the Global Phonebook when transferring a call. It does NOT work when the agent is using the Desktop Ap. Can this be updated?
4 votesThank you for your interest in this product idea for RingCentral. Currently corporate directory is available for RingCX call transfers, and we have already started our work to integrate personal address book and other integrations as well.
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Agent Team Filtering
There used to be a filter under the Agent/User tab in CX that would show us all users assigned to a specific Team, can we get that feature back?
1 vote -
The customer wants to disable the Agent Leg dial-back for RingCX outbound calls.
The customer wants to disable the Agent Leg dial-back for RingCX outbound calls.
The customer is requesting a way to bypass the 'Agent Leg' requirement when initiating outbound calls within the RingCX application.1 vote -
Configurable Auto-Resolve Settings for SMS Shared Inbox
Customer is requesting additional configuration options for SMS Shared Inbox conversation management.
Current behavior automatically moves SMS conversations to the “Resolved” folder after a certain period, which the customer reports is causing confusion and inconvenience for users managing ongoing conversations.
Requested enhancements:
Ability to disable automatic movement of SMS conversations to the “Resolved” folder.
Ability to configure or extend the auto-resolve interval before conversations are moved to the “Resolved” folder (e.g., allow longer retention periods such as weeks or months).Customer also noted that replying to a resolved conversation starts a new active thread while previous messages remain in the…
1 vote -
PII Compliance within RingCX
RingCX has the PCI compliance ability, however it does not contain the ability for PII compliance within call recordings, transcripts, or AI summaries.
This should be a feature within RCX to begin with to meet compliance records.
2 votes -
Save last number used when using "External Phone" as voice connection in RingCX salesforce and standard ( and other) web apps
when a user in RingCX uses "External Phone" as their Voice connection, save the last number used here. should be an easy change and it would save a LOT of "we ended up in an RNA state" support tickets...
22 votes -
Business Hours Filter in RingCX Analytics
Summary:
- We would like to request the ability to apply filters in RingCX Analytics that limit data to business hours only, in addition to the existing date-based filters.Current Limitation:
- At present, Analytics filters in RingCX can be applied based on date ranges, but there is no option to restrict reports to specific hours of the day (e.g., business operating hours). This makes it difficult to generate accurate performance reports that reflect true operational hours.Requested Enhancement:
- Add a filter option that allows users to:
- Apply reports to defined business hours (e.g., 8:00 AM – 5:00…2 votes -
RingCX Inbound Queue Reconciliation & Unclassified Exit Visibility
We request a native, system-calculated metric in RingCX Analytics that automatically reconciles the total Queue Inbound Interactions (Presented) against all final outcomes (Answered, Abandoned, Callback, and Deflected). Currently, a significant volume of interactions falls into a catch-all "Other" bucket due to system-level disconnects or unclassified IVR exits, requiring complex manual reconciliation. This enhancement should provide a clear, granular breakdown of Unclassified Queue Exits and a pre-calculated "Total Outcomes" column to ensure every presented call is accounted for with 1:1 accuracy without manual spreadsheet work.
3 votes -
Enable the creation of Requeue Shortcuts in RingCX for Service Cloud Voice.
The customer wants to have the option to create requeue shortcuts in RingCX for Service Cloud Voice.
1 vote -
Option to Select Designated Caller ID for Outbound Calls in RingCx SPOG
Scenario:
When agents place outbound calls from the RingCx SPOG, they currently have access to select from all main company numbers as their Caller ID. However, based on operational requirements, each agent typically only needs access to 3 designated caller IDs corresponding to their assigned outbound calling queues.
Request:We would like to request an enhancement to limit or customize the available Caller ID options per agent or per outbound queue assignment. This would help:
Minimize selection errors,
Streamline the outbound call process, and
Ensure compliance with proper Caller ID usage by team.Please let us know if this customization…
11 votes -
RingCX- Ability to upload Audio File and change the system default audio
RingCX- Ability to upload an Audio File and change the system default audio
14 votes -
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.3 votes -
Remove authentication requirement for accessing call transcript URLs
Description:
Currently, users are required to log in before they can access transcript URLs. We would like to request an enhancement to allow direct access to transcript URLs without requiring authentication.Current Behavior:
- When a transcript URL is accessed, the system prompts the user to log in
- Users must authenticate even when the link is already shared internally or externallyRequested Behavior:
- Transcript URLs should be accessible without requiring a login
- Access should be granted directly via the URL (read-only view preferred)
- Optional: ability to set security controls (e.g., token-based or time-limited access)Business Impact:…
1 vote -
Chat send to email
Ability to email a chat transcript with contact details.
9 votes -
Enable DNIS notifications for numbers routed through RingCX Workflows
Enable DNIS notifications for numbers routed through RingCX Workflows
The customer is requesting the ability to configure missed call notifications specifically for their RingCX inbound traffic.
1 vote -
Option for AI Summary that is triggered when a specific disposition is used.
Would like an option for AI Summary that is triggered only when a specific disposition is used.
1 vote -
BeeTexting and Salesforce
Request enhancement for coexistence support between RingEX for Salesforce and BeeTexting Shared Inbox, specifically to improve or preserve accurate contact ownership attribution when both solutions are used simultaneously within Salesforce.
1 vote -
Ignored/Muted Messages Reporting
We would like to be able to have either a report that can be scheduled or an alert that sends a message when a digital interaction has been ignored or muted. We are experiencing issues where messages are being auto-ignored or ignored accidentally by an agent and we need to be able to see and review when that happens to make sure that the interaction didn't actually require a response.
1 vote
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