1180 results found
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Automatic Login and Schedule-Based Agent Availability in RingCX
Customers are requesting the ability to automate agent login and status management within the RingCX platform. Specifically, they are looking for a feature that allows setting a predefined schedule (e.g., Monday to Friday, 8:00 AM to 4:00 PM) during which an agent is automatically logged in and placed in an "Available" status. This would eliminate the need for agents to manually log in and out of RingCX daily.
This functionality would improve operational efficiency, ensure timely availability, and help avoid missed logins or agent delays—especially in environments with strict schedule adherence requirements. This could also potentially integrate with workforce management…
3 votes -
Ability to increase hold music repeat time.
Ability to increase hold music repeat time.
2 votes -
Total Calls Received that excludes Requeues, Transfers, RNA (Ring No Answer) and Subsequent queue activity.
For RingCX Historical Dashboards, Tommy wants a KPI similar to Total Calls Received that excludes Requeues, Transfers, RNA (Ring No Answer) and Subsequent queue activity.
4 votes -
RingCX Chat Channel_Option to transfer chat directly to the agent
RingCX Chat Channel_Option to transfer chat directly to the agent
The customer is requesting the following options: When they reply to an email initiated by an agent, the response should be routed directly back to that agent. Alternatively, they would like the ability to manually transfer the email to the agent who originally contacted them."2 votesPlease provide additional info and use cases.
- Automatic assignment to agent? (Last Agent Routing)
- Direct transfer by Supervisor or from another agent already working on the interaction?
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Ability to transfer RingEX calls directly to RingCX Users
To have the Ability to transfer RingEX calls in RC app directly to RingCX Users
17 votes -
Ability to hear the disconnect message using integrated softphone if the user dials a disconnected number.
We request the creation of a Feature Request to explore options for aligning or offering configurable signaling behavior for RingCX outbound calls, including how the system handles calls to disconnected numbers. The goal is to more closely match the signaling behavior of standard RC outbound calls, enhancing consistency and reducing friction for customers utilizing both systems.
2 votes -
RingCX Feature Request – Custom Busy Announcement Based on Queue Placement
RingCX Feature Request – Custom Busy Announcement Based on Queue Placement
Description:
• We’d like to request a feature enhancement in RingCX that allows customers to configure a custom busy announcement based on a caller’s specific placement in the queue (e.g., if the caller is 2nd, 3rd, or 5th in line).
Current Behavior:
• RingCX allows custom audio and announcements to be played for queued callers.
• There is also a feature to announce the caller’s current position in the queue.
Requested Enhancement:
• The ability to define logic or thresholds where specific queue positions (e.g., 2nd, 3rd, 5th) trigger…
4 votes -
product name
Customer wants to associate Phone NumbersDNIS to the Product Name attribute. Currently, Product Name is tied up to the Product Type: IVRs and Voice Queue only.
Historical Dashboard > Billing Period Account Usage > Usage Details
1 vote -
Wrap Time / After Contact Work
After Contact Work – Display and Reports. Currently when a voice interaction ends, the agent state changes to Available and the timer restricts another call until the timer expires. Optimally, we have an actual after contact state that has an expiration timer and an agent override. The ACW would need to be reportable for time in this state, especially useful if agent can end early ( for example, to be able to see that they were allocated 30 seconds and only used 8 seconds. ACW would ideally be programmable for Voice only and Voice, SMS, Email etc.
ACW status should…
128 votes -
Call Queue overflow members to have option to update their status
Admins and members of an overflow call queue group should have the option to accept or not accept calls when routed to the overflow queue group
2 votes -
Dashboard outbound manula
We’d like to submit a feature request for the ability to create a RingCX Live Dashboard that displays manual outbound calls performed by individual users or teams.
Currently, the available real-time dashboards focus on campaign-based outbound activity, which doesn't capture manual outbound interactions. The customer is looking for real-time visibility into manual outbound calls—similar to what’s available in the Interaction Detail Report, but presented in a live dashboard format.
This feature would help improve monitoring and team performance tracking for manual call workflows. Please consider this request for future enhancement.
4 votes -
Ability to upload multiple audio files, or add a feature that informs the caller of the number they should expect the callback from.
RingCX Callback feature_ Enable the ability to upload multiple audio files, or add a feature that informs the caller of the number they should expect the callback from.
5 votes -
Presence sync on Yealink T54W with EX50 expansion system
Ability to re-order extensions on the Presence screen, so you do not nee to delete and recreate each time there is a leaver.
Especially if the leaver is mid way or at the top of the list.
This is very time consuming, and with no ability to copy into another users profile, doing this multiple times is tedious!
Doing the re-organisation in the HUD, forces the Yealink T54W with the expansion unit to go out of sync. Having the ability for it to remain in the order based on the telephone system would be good.
1 vote -
Option for the customer to have RingCX Knowledgable Tools to read logs
Customer wants to know how to read logs so they can process troubleshooting on their end. What we have for now is to have them retrieve the logs and send it to our internal team so they can read it. It would be time efficient if they can also read the logs.
1 vote -
RingCX API should expose agent statuses (availability and offhook state)
The RingCX API should expose agent statuses (such as availability and offhook state) in addition to supporting event subscriptions.
2 votes -
RingCX Speech Recognition default format
RingCX Speech Recognition default format
The customer prefers to use the default RingCX Speech Recognition format rather than manually adding both lowercase and uppercase versions of each 'digit'.2 votes -
Apply Voice Skill Assignment to Callbacks.
Skill assignment via route to agent queue event within voice queue is not being followed for Callbacks.
Scenario:
Voice queue is configured with 2 route to agent queue events. Queue event 1 is set to route to agents with a "Tier 1" skill for 5 minutes. Queue event 1 also has DTMF enabled that allows for callback to be selected. Queue event 2 is another route to agent queue event, but it is configured to route calls to the "Tier 2" skill.Issue:
Skill assignment is not being followed for callbacks. If a caller selects DTMF option to leave a…3 votes -
Ability to add a time and date for the manual call backs
The customer would like to manually add numbers that do not get added back into the callback cycle, and add a time and date for the manual callbacks.
1 vote -
RingCX - Agent Whisper be enabled in ACD Callback
Currently, agent whisper are only working for incoming calls that waited in the line. But customer who leave a callback. The agent's whispers are not working.
5 votes -
Adding the "Live" metric on the custom dashboards On RCX Analytics Live Dashboards
When you create a Real Time dashboard in RCX Analytics for product IVR, you can find the IVR widget including few data fields like "Live", "Presented", Connected", etc...
If you want to add a custom widget displaying IVR data fields
- Widget type = Number
- Product = IVR
When you want to select Data fields, the field "Live" is not included in the list, you can find ONLY, all the others like "Connected", "Presented" but not "Live"
Otherwise you can find "Live" data field when you configure rules after widget creation.1 vote
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