1362 results found
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everytime the Yealink phone reboots, it says the default password is in use. Every time it boots I get the red warning triangle saying that
everytime the Yealink phone reboots, it says the default password is in use. Every time it boots I get the red warning triangle saying that the default admin password is being used. I can change the password on the web interface, but every time the phone reboots, the default password of 'admin' gets reapplied.
1 vote -
Add “All Messages” View for RingCX for HubSpot Embedded Agent
Add “All Messages” View for RingCX Embedded Agent in HubSpot
Description:
Currently, agents using the RingCX embedded Agent in HubSpot can only see active or open messages. There is no option for agents to view old or closed messages within the same interface similar to what is currently available in the native RingCX web version.Requested Feature:
Add an “All Messages” view or filter in the RingCX embedded Agent for HubSpot so agents can easily access and review previous or closed interactions.Value/Benefit:
Provides agents with full conversation history for better context.
Improves customer experience by avoiding repeated questions.
Increases…
8 votes -
Intelligent Grouping of Lead-Related Emails in RingCX
Customers using multiple lead-generation systems receive separate email notifications for the same lead. These individual emails are routed independently through the RingCX email channel, which can result in multiple agents contacting the same lead. We are requesting an enhancement that allows RingCX to intelligently identify and group emails related to the same lead and route them consistently to a single agent.
Requested Enhancement:
Add functionality that allows the email channel to intelligently group or associate emails related to the same lead, even when they originate from different systems.
Example approaches could include:
Identifying leads based on shared data fields (e.g.,…
2 votes -
Hide EX Caller IDs when logged in to CX
CX users have the EX dialpad populating when selecting the dialpad. This is creating a discrepancy with their CX functionality and reporting of outbound calls. The call detail is capturing in their EX history instead of in their CX history, and the associated reporting in CX is not capturing the details. Desired functionality is that if the user is in CX mode, the only dialpad that will populate is the CX dialpad. Seems this is occurring when disposition window is open and dial pad is selected, and/or if disposition is not selected and subsequent outbound call is attempted.
1 vote -
Write back Disposition and notes to RCX Contact Card
Write back Disposition and notes to RCX Contact Card
Enterprise Account ID: UID: 813377035
Feature Request Summary: Write back Disposition and notes to RCX Contact Card
Current Functionality: only support AI Summaries
Ideal Functionality: Write back Disposition and notes to RCX Contact Card
Opp Link: SFDC Opp Link: https://rc.lightning.force.com/lightning/r/Opportunity/006TU00000Eg3B7YAJ/viewBusiness Justification -- Since we dont support all integration this willl help the agent identify the last reason for call aside from AI Summaries
4 votes -
Allow digital interaction notifications (email/chat) to queue in the background instead of blocking the screen
When a new digital interaction (email or chat) arrives, the current pop‑up takes over the entire interface and prevents the agent from continuing any active work until the notification is accepted or declined.
Instead of forcing the pop‑up to appear in the center of the screen and dimming the entire UI, provide a way for new digital interaction notifications to queue in the background. This would allow agents to continue whatever they’re working on without interruption, while still keeping the new interactions visible and accessible.
The value in adding this is it improves working efficiency, reduces interruptions, and aligns with…
1 vote -
Optimise "Route to Last Agent" (LCA) for Reduced Wait Times
Enhancement suggestion for the "Route to Last Agent" (LCA) functionality in voice queue events.
Current Behaviour: The current LCA queue event employs a strict policy, exclusively routing a call to the last-contacted agent. A key issue arises when this agent is unavailable (e.g., busy, away, or offline), as the call remains queued for the event's duration. This results in preventable delays and extended customer wait times.
Suggested Improvement: The LCA functionality should be enhanced to be more flexible. It should still first attempt to route the call to the last-contacted agent; however, if that agent is unavailable, the system should…
7 votes -
auto avail
- Additional details for the feature that you are requesting:
- What is your use case for this feature request? Agents with multiple roles leave their desk throughout the day.
- What problem are you trying to solve or what problems does the current functionality cause? If agents forget to check status they do not receive calls when needed.
- How do you want the feature/product to work (proposed solution)? Have a setting in the Agent Roles or Queue general settings to disable the RNA status and/or set a timer.
1 vote -
Analytics Real-Time Dashboards - Add a Real-time Agent Widget Organized by Queues
It would be helpful to be able to create a widget/tile for individual inbound queues. Each row of the widget would show the agent name and their interaction data just like in the Real-time agent widget. Except we'd be able to instantly see the names of all the agents signed into each queue as these widgets would dynamically update as agents are assigned/unassigned to the queues.
There is an existing "Inbound" widget which only "provides a row of overall metrics for each inbound queue"
1 vote -
Enhanced Playback Controls & Dual-Channel Visualization for RingCX Recordings.
Please consider an update to the RingCX Call Recording interface to include advanced playback navigation (Fast Forward/Rewind) and a visual "Dual-Channel" waveform. Currently, the playback experience requires manual scrubbing and active listening to distinguish between speakers, which slows down the auditing and coaching process.
Key Feature Requests
Granular Playback Controls: Add dedicated "Skip Forward" and "Skip Backward" buttons (e.g., in 5 or 10-second increments). This allows users to quickly bypass hold music or repetitive disclosures without losing their place.Split-Track Visualization (Agent vs. Customer): Implement a visual waveform or timeline that clearly distinguishes the Agent's audio from the Customer's audio.
…
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).
-…2 votes -
Shorten RingCX Historical Report Refresh Time Rate
Historical reporting may take up to an hour to populate, with an official timeframe of 15–60 minutes as specified by the product team. The customer has requested that the reports be available in near real-time.
21 votes -
Include Digital State of Agents
At the moment, agents show as "Available" even though they are handling digital contacts. We would like to request a feature to show the digital state of agents in the supervisor page and analytics.
2 votes -
Salesforce embedded Agent to have "All messages" for agents to view old/closed messages
Salesforce embedded Agent to have "All messages" for agents to view old/closed messages
If its an old message , agents need to check photos or videos through text but it disconnects them from the Salesforce call since RingCX agent can only have one login session at a time
10 votes -
Retrieve/recover deleted voice queues
It would be helpful and beneficial if there were an option to retrieve/recover voice queues/workflows/users that were deleted by an admin/user.
1 vote -
Option to Prevent Agents from Declining Digital Interactions in RingCX
Feature Request:
Add a configurable setting in RingCX Admin that allows administrators to prevent agents from declining messages from digital interactions (e.g., chat, messaging channels).Use Case:
Currently, agents have the ability to decline incoming digital interactions. In some operational environments, this can lead to delays in customer responses or uneven workload distribution. Administrators may prefer to enforce automatic acceptance or routing of these interactions once they are assigned to an agent.Requested Capability:
Introduce an admin-level setting that enables administrators to:Disable the ability for agents to decline digital interactions.
Ensure assigned digital messages must be accepted or automatically…1 vote -
RingCX for Salesforce Auto-linking for outbound calls and outbound dialer calls
To allow auto linking for outbound calls and outbound diealer calls
1 vote -
Wrap-up timer shows agents in wrap-up and not available
Problem:
Previous provider would allow a certain wrap-up time before putting agents back into availability using a ""wrap-up"" code, not available code. Supervisors see multiple people in available but calls queuing, as the current setup shows agents as ""available"" when they're actually in their wrap up time.The feature request:
Wrap-up time allowance, which then puts the agent back to available after the countdown. At a queue level, theres a ""Wrap time"" at a queue level, but it shows agents as available to supervisors which is misleading when managing a large amount of people and queues.Why it matters:
This…1 vote -
Max allowance by queue to allow omni-channel management without affecting chat availability
Problem:
With our continued efforts to provide CX only to clients who will not be using our in-house CRM, we plug all of their channels directly into RingCX however this now leaves us with the inability for agents to manage different channels queues simulatenously (e.g. chat and emails combined) without using the ""cherry pick"" method of working through the ""all messages"" tab which isn't an option for us to ensure we maintain SLA's for all clients and always work from the eldest messages.The feature request:
Allow an option to manage multiple queues with different max interaction allowances e.g. web…1 vote -
RingCX eature Enhancement Endorsement: Independent Auto Answer Settings for Predictive Dialer and Inbound Calls
Hello RingCentral Developer Team,
Good day.
I would like to formally endorse a Feature Enhancement request for one of our clients, Taxing Authority Consulting Services, PC, following confirmation from the RingCX team that this functionality does not currently exist and would require enhancement.
Background:
The customer operates in a mixed environment where agents are assigned to both:Predictive Dialer campaigns
Inbound queues
At present, enabling Auto Answer — necessary for agents to properly receive calls via the Predictive Dialer — also causes Inbound queue calls to be auto-answered. This creates challenges for their workflow since the handling approach for these…
10 votes
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