1180 results found
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Transfer Call to Voicemail
The customer would like to have the ability to transfer a Call to Voicemail (RingCX) by pressing the # just once. She mentioned that she still needs to press the # key twice to transfer the call to voicemail.
4 votes -
RingCX Voice Queue Priority and Agent Rank
Have RingCX Voice Queue Priority and Agent Rank work at the same time. RingCX Tier 3 mentioned "Pretty sure i'ts not going to work regardless of who is assigned to what queues. They can't use queue priority and agent rank together" this does not make any sense as queue priority and agent ranks have different purpose.
4 votes -
Digital Condition - From/CC/To Fields
There is no condition for Digital contacts to check who the message is From, who was CC, or who the message is To (if outgoing). There exists a Digital Condition for Content, such as searching the Message Body or Message Subject, but not other details of the message. This condition would need to accept wildcards, as so that you could search for domains rather than a specific email address.
2 votesWe've recently added an Email search keyword, which supports both TO for outbound and From for inbound
For more advanced features for From, To, CC with operator like Contains we have the Rules engine in Admin, which allows to categorize or ignore content according to a partial match in the email address.
Do you need to extend this partial match to the search in "My messages" or can the Rules Engine be sufficient for your use cases?
Please provide more detailed examples to your usage and desired search options.
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would like digital interactions to prompt the agent only after they finish the call, not while the call is in progress
While on a call, a pop-up for a new digital interaction shows up and takes them away from their current screen. This is distracting for both the agent and the customer.
4 votes -
RingCX Realtime dashboard "Presented" call counts doesn't adds up with "Answered" + "Abandoned"
RingCX real-time dashboard displays call counts for a specific queue. However, it doesn't accurately reflect calls that end in a callback. These callbacks are counted in the "Presented" count but not in the "Answered" or "Abandoned" counts.
EVSE has suggested creating a feature request to include other call statuses in the real-time dashboard, specifically for callbacks, but also potentially for other statuses.
10 votes -
RCX | Exporting reports with OB caller ID
"manual outbound caller id" be added as a selectable field/filter in reports for RingCX.
2 votes -
The customer wanted the option to change the Inbound call detail information in the RingCX|Agent application from DNIS to Caller ID Name.
The customer wanted the option to change the Inbound call detail information in the RingCX|Agent application from DNIS to Caller ID Name.
7 votes -
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…
1 vote -
Add an interrupt message to queue events
Currently, we only have "looping audio" action in queue events. It would be better if we also have
“interrupt audio or interrupt message” that can be set up separately along side the looping audio action. Customers can use this to upload company ads messages and reminders for upcoming events such as holidays, promo and others.2 votes -
Update Agent State in Real-Time Dashboard of Analytics
As a manager, I utilize the real-time dashboard in analytics to monitor my agents. I would like to be able to change the agent's state from this screen in analytics, rather than the supervisor tab within the contact center. Currently I have to log into the queue as a supervisor in order to change the state of an agent. When logging into the queue it skews the stats of how many agents are in the queue as I do not take calls.
4 votes -
Option to Disable Call Recording for Manual Outbound Calls
At the moment, Manual Dials are recorded by default. We would like an option to disable the recording for manual outbound calls.
1 vote -
Transfer Digital Interactions with automatic recategorization
Whenever an agent transfers the digital interaction to another queue, the category does not automatically change with the associated queue. Therefore, if a customer replies to the thread, the interaction is routed back to the last assigned queue instead of the transferred queue.
Use Case:
1. The customer selects the incorrect queue (Customer Service).
2. Customer Service transfers the interaction to the Sales queue.
3. The Sales agent ends the conversation.
4. The customer replies to the same thread.
5. The interaction is routed back to Customer Service.Desired Behavior: The interaction should be routed back to the Sales queue…
7 votes -
SFDC to RingCX integration
Title: RCX to SFDC: Task isn't created when users are on call > it's created post-call automatically if the agents follow process and a proper Contact record is selected in the softphone panel.
Description: Problem is how it feeds back via the API, and if the contact record doesn't map to an account, the task never generates > If the agent selects the right one, then it will match
Must follow thru with phone panel via manual clicks and field selections > potentially leading to limitations with the API config and a hygiene issue simultaneously2 voteshttps://support.ringcentral.com/article-v2/using-auto-link-in-ringcx-for-salesforce.html?brand=RingCentral&product=RingCX&language=en_US
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Agent acceptance rate in Inbound Queue Overview report
For the Inbound Queue Overview report (in the standard historical reports), I would suggest that the agent acceptance rate in the entire column shall display or show the actual percentage of staff's performance in decimal point or digit number, instead of rounding up the tenth digit to whole number. For example, if the interactions handled (7416) is divided by the interactions assigned (7438), then the agent acceptance rate should be 7416/7438 = 99.7 % (not 100% by rounding it up ). Hope Ring Central team can consider this idea and modify the data accordingly to meet our business's need. Thank…
2 votes -
AI summaries language dependencies
the AI summaries in RCX instance must support multi language regardless of the RCX instance main language: even if the main instance language instance, conversations in other languages that are supported by the feature should be also summarized
2 votes -
Allow Users with Full Access to View and Edit Roles Created by Other Full Access Users
Currently, users with full access cannot view or edit roles created by other full access users. This limits collaboration and administrative flexibility. A change is requested to allow full access users to manage all roles, regardless of who created them.
2 votes -
SMS for missed calls
Ability to send SMS for missed call in RingCX
4 votes -
Feature Enhancement Request – Support for Dynamic Number Insertion (DNI)
Summary:
Requesting the addition of Dynamic Number Insertion (DNI) support within RingCentral to improve call tracking and marketing attribution capabilities.Details:
Current Status:
No native support or KB documentation found for DNI on the RingCentral support site.
A workaround exists by leveraging third-party solutions (e.g., CallRail) that integrate with RingCentral.
Enhancement Value:
DNI enables businesses to assign unique phone numbers to website visitors based on their traffic source (ads, search, referrals, etc.).
Improves marketing analytics and ROI tracking by linking inbound calls to specific campaigns.
Reduces dependency on third-party tools and ensures more seamless workflows if supported natively.
Request:
Enhance…2 votes -
Removing an agent from agent group
Ability to remove an agent from one agent group to without deleting and recreating the agent profile.
2 votes -
Being able to disconnect or remove the other party on a call using SPOG
They would like to be able to hang up or remove the other party on a call using their SPOG. Currently, when they end a call, it disconnects both parties, and they want the option to hang up only the second call instead.
1 vote
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