1449 results found

1. When a call enters wrap up time, set the status to Wrap Up, then when wrap up time ends, set the agents stats to Available.

   When a call enters wrap up time, set the status to Wrap Up, then when wrap up time ends, set the agents stats to Available. Its misleading to have the status as Available during wrap up time thats set on the back end.

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2. Feature Request: Conditional Caller ID Enforcement for Warm Transfers and Consultations Across RingCX and RingEX

   *Summary

   Introduce a platform-level capability to enforce conditional Caller ID behavior for internal calls during warm transfers and consultations, ensuring consistent Caller ID presentation across RingCX and RingEX environments.

   *Problem Statement

   During warm transfers or consult calls—whether between RingCX agents or from RingCX to RingEX users—Caller ID presentation may vary and display RingEX Born Super Admin name, queue numbers, site numbers, or system-generated identifiers. This inconsistency creates confusion during internal collaboration. However, once a call is fully transferred or taken over, the receiving party must see the original customer identity to preserve service continuity.

   *Proposed Capability

   Implement call-state–aware Caller ID logic that functions uniformly across RingCX and RingEX:

   • Internal Calls/ Consultation / Warm Transfer phase
   Caller ID = Originating agent’s extension

   • Transfer completed / Call taken over
   Caller ID = Customer’s DID

   *Scope

   In Scope

   • Warm transfers and consult calls originating from RingCX

   • Transfers and consultations targeting:

   RingCX agents

   RingEX users

   • All client and device types:

   RingCX Native ringcx.ringcentral.com

   SPOG

   Deskphones connected to RingCX/EX

   • Automatic Caller ID transition based on call state

   Out of Scope

   • Cold transfers

   • External PSTN Caller ID behavior outside post-transfer state

   Functional Requirements

   1. During a warm transfer or consultation, the displayed Caller ID must be the originating agent’s extension.

   2. Once the call is transferred, taken over, or bridged, the Caller ID must switch to the customer’s DID.

   3. No queue number, site number, or system-generated identifier may be presented at any stage.

   4. Behavior must be consistent regardless of whether the transfer target is RingCX or RingEX.

   5. No per-agent, per-user, or per-device configuration should be required.

   Acceptance Criteria

   • Receiving RingCX agents and RingEX users see the originating agent’s extension during consultation.

   • Upon transfer completion or takeover, the customer’s DID is displayed.

   • Caller ID transitions occur seamlessly without re-ringing, call drops, or UI inconsistencies.

   • Deskphones reflect identical behavior to soft clients.

   • Existing external Caller ID behavior remains unchanged.

   Business Value

   • Ensures consistent internal caller identification across RingCX and RingEX

   • Improves agent collaboration during consultations

   • Preserves customer context at the moment of handoff

   • Aligns with standard enterprise call transfer expectations

   Priority

   • High, especially for hybrid RingCX–RingEX deployments

   *Summary

   Introduce a platform-level capability to enforce conditional Caller ID behavior for internal calls during warm transfers and consultations, ensuring consistent Caller ID presentation across RingCX and RingEX environments.

   *Problem Statement

   During warm transfers or consult calls—whether between RingCX agents or from RingCX to RingEX users—Caller ID presentation may vary and display RingEX Born Super Admin name, queue numbers, site numbers, or system-generated identifiers. This inconsistency creates confusion during internal collaboration. However, once a call is fully transferred or taken over, the receiving party must see the original customer identity to preserve service continuity.

   *Proposed Capability

   Implement call-state–aware Caller ID… more

   3 votes

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3. Identify percentage of RingCX calls that are recorded

   Need a way to query data to identify what % of calls are recorded.

   3 votes

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4. German

   The German localization for the "Post Call State" setting in the Admin interface is currently nonsensical.

   Current Label: "Anrufstatus veröffentlichen" (Literal translation: "Publish call status")

   Context: This field determines the agent's status immediately following a call (e.g., "AVAILABLE"). The current translation is misleading and does not align with standard telephony terminology.

   Please update the German string to accurately reflect the function of the field.

   Proposed Translation: "Status nach dem Anruf" (Status after the call)

   Location: Routing > Voice queues and skills > [Queue Name] > General

   1 vote

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5. RingCX Analytics Platform

   Have the ability to see to which ext the call was transferred if the user will transfer the call from RingCX to RingEX. Instead of showing UC Voice or UC.

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   10 votes

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   Future Consideration  ·  2 comments  ·  Realtime & historical analytics  ·  Delete…  ·  Admin →
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6. RingCX - Play Remaining Esimated Wait Time to Callers in Queues (More than just once)

   When callers are waiting in a queue, RingCX can only play back the estimated wait time once. Other phone systems have an option to let callers know the estimated wait time every X seconds, such as once every 45 seconds, so they know how long it is before their call is answered.

   We would like to see RingCX updated so it allows us to teller our callers how long it is before their call is answered more than just one time.

   Also, there is a RingCX configuration that lets the callers know their position in the queue, such as "caller number 20 in the queue". RingCX only plays this back once. It would also make sense to advise callers as this number changes, so they know how many callers are ahead of them before their call is answered.

   When callers are waiting in a queue, RingCX can only play back the estimated wait time once. Other phone systems have an option to let callers know the estimated wait time every X seconds, such as once every 45 seconds, so they know how long it is before their call is answered.

   We would like to see RingCX updated so it allows us to teller our callers how long it is before their call is answered more than just one time.

   Also, there is a RingCX configuration that lets the callers know their position in the queue, such as "caller… more

   29 votes

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7. Auto-Reply Email Handling in RingCX

   Overview:
   Currently, RingCX filters out auto-reply messages, such as out-of-office notifications and does not assign them through the platform. While this may reduce noise in some workflows, these messages are critical to our business operations, as they provide visibility into partner and internal availability.
   Current Limitations:
   -Auto-reply emails are not surfaced in the Digital Channels interface. > Auto-reply emails show in "All Messages" in the New status, but never assign to agents automatically in the "My messages" mode.
   -Teams lack visibility into availability updates, which can lead to missed follow-ups or delayed responses.
   -There is no option to configure how auto-replies are handled or displayed.

   Proposed Enhancement: Enable delivery of auto-reply emails as new messages within the first icon of the Digital Channels interface, specifically under the “My Messages” section. This enhancement would:
   -Ensure that availability updates are visible and actionable.
   -Allow teams to track and respond to partner and internal status changes more reliably.
   -Preserve continuity in communication workflows without manual monitoring outside the platform.

   Benefits:
   -Improved visibility: Ensures teams are informed of availability changes in real time.
   -Operational continuity: Supports proactive communication and scheduling adjustments.
   -Platform consistency: Keeps all relevant messages within RingCX, reducing reliance on external email monitoring.

   Overview:
   Currently, RingCX filters out auto-reply messages, such as out-of-office notifications and does not assign them through the platform. While this may reduce noise in some workflows, these messages are critical to our business operations, as they provide visibility into partner and internal availability.
   Current Limitations:
   -Auto-reply emails are not surfaced in the Digital Channels interface. > Auto-reply emails show in "All Messages" in the New status, but never assign to agents automatically in the "My messages" mode.
   -Teams lack visibility into availability updates, which can lead to missed follow-ups or delayed responses.
   -There is no option to configure how… more

   4 votes

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8. Access RingCX Voicemails in the RingCentral Chrome Extension

   Ability to route and access RingCX voicemails in the RingCentral Chrome Extension

   6 votes

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9. "Defer" option for Digital Interactions in RingCX CRM integrations

   My client would like the 'defer' option (which is available in RingCX Agent) to be available in our CX CRM integrations as well.

   The purpose is that they frequently would prefer to 'schedule' an outbound digital interaction for later in the day versus compose and send the digital interaction in the moment. Their current system (integrated into Salesforce) allows for 'deferring' or 'scheduling' an SMS to be sent out at a specificed time.

   The justification would be for 'parity' with our RingCX Agent experience which does offer 'defer' option today

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   2 votes

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10. RCX | Same day caller reports

    Looking for a way to pull up a reporting solely for Same day callers that separates the new/potential callers with the callers that are calling multiple times in a day.

    4 votes

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11. RCX | DNC list bulk removal

    Have the option to bulk remove the DNC list. Currently the customer can only remove 1 by 1. This will help save time for the customer that wants to remove the DNC list manually in bulk.

    4 votes

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12. Intentionally mask the inbound queue name in the SPoG visual call notification until it is shown in the agent script

    Customer is using SPoG and an agent script to present the IB call's Queue Name when call is connected. They don't want their agents to know what IB Queue calls are ringing and prefer to intentionally NOT disclose the IB queue name in the SPoG visual IB call notification. Agents are in a Sales group and answer calls for Home and Auto Sales and want these queue names to be discreet until the agent is connected.

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    1 vote

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13. Historical Reports for Callback Requests for the next day

    Ability to have a Historical Reports for Callback Requests for the next day. The current reports only show callback requests already made

    1 vote

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14. 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 immediately fall back to routing the call to any other suitable agent based on standard queue logic (such as Longest Idle Time or skills-based routing). This change would ensure calls are handled more quickly, significantly reducing wait times and consequently improving the Net Promoter Score.

    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… more

    8 votes

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15. Enhance Dynamics 365 CIF Search API to Support Full Entity Search

    RingCentral CIF for Dynamics 365 only searches the Regarding field using these endpoints:

    /api/data/v9.0/accounts

    /api/data/v9.0/contacts

    /api/data/v9.0/leads

    /api/data/v9.0/opportunities

    /api/data/v9.0/incidents

    That means searches are limited to just the name or title fields, which is pretty restrictive.

    Request
    
    Switch to using the Dynamics 365 Search API endpoints:

    /api/search/v1.0/suggest

    /api/search/v1.0/query

    These endpoints allow searches across all fields that Dynamics administrators have marked as searchable, including any custom fields customers add.

    Why this matters

    Users can find records based on any searchable field, not just name/title.

    A single API call can return Accounts, Leads, Contacts, Opportunities, and Incidents.

    Custom fields are fully supported, so organizations with tailored Dynamics setups aren’t left out.

    Search scope is still controlled by Dynamics admins, so governance and compliance are respected.

    Overall, this makes the CIF much more useful and saves time for teams working in Dynamics every day.

    RingCentral CIF for Dynamics 365 only searches the Regarding field using these endpoints:

    /api/data/v9.0/accounts

    /api/data/v9.0/contacts

    /api/data/v9.0/leads

    /api/data/v9.0/opportunities

    /api/data/v9.0/incidents

    That means searches are limited to just the name or title fields, which is pretty restrictive.

    Request
    
    Switch to using the Dynamics 365 Search API endpoints:

    /api/search/v1.0/suggest

    /api/search/v1.0/query

    These endpoints allow searches across all fields that Dynamics administrators have marked as searchable, including any custom fields customers add.

    Why this matters

    Users can find records based on any searchable field, not just name/title.

    A single API call can return Accounts, Leads, Contacts, Opportunities, and Incidents.

    Custom fields are fully supported, so organizations… more

    2 votes

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16. Dashboard Sharing

    Please add the option to edit a real-time dashboard for all users it's shared with, and a way to view whom a dashboard has been shared with. This would greatly improve the experience for admins and make it easier for them to create and share dashboards with supervisors.

    4 votes

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17. Add "Not Live Person" flag and option for pre-recorded message for Manual calls

    Add "Not Live Person" flag and option for pre-recorded message for Manual calls.
    In disposition this is not available now and only available in the auto dialer outbound calls.

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18. Option to remove "Escalate to video" button on Chat

    There is currently no setting that can remove the option to "Escalate to video" for agents on chat. Please give us the option to toggle it on and off.

    1 vote

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19. add an "N/A" (Not Applicable) option in Ringsense, when AI grades a calls

    Right now, when the AI grades calls, it applies all questions in the questionnaire with only "Yes" or "No" options. However, not all questions are always relevant to every call.

    It would be helpful to add an "N/A" (Not Applicable) option so that irrelevant questions don’t impact the overall score.

    8 votes

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    Implemented  ·  AdminSushant (Sr Director, Machine Learning, RingCentral) responded

    Thank you for your valuable feedback. We've now implemented this feature and is available on your account. Scorecard answers can also include N/A as an option.

20. Increase Historical Report Capacity

    RingCX Historical Reporting is limited to 60k lines per RC Support site. Customer is making around 200K OB dials per day, and wants to be able to report on every interaction in one report. With current limitations, customer will have to download 4 separate reports.

    7 votes

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