1575 results found
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Channels
Have the ability to download ALL channels, through the RingCX channel section.
Currently, only Voice Channels are exported into .csv.
Making it so ALL channels (voice, digital) are exported to the list, would make a more streamlined experience.8 votes -
RNA State Duration option
option for either an automated change from RNA to Available or the ability to set a specific duration for RNA before the status automatically changes to Available.
32 votes -
Last Agent Routing with Outbound Dialer
RingCX supports last agent routing only if a call has connected to an agent previously.
Request for a feature enhancement - include outbound dialer attempts in which a lead is calling back in after missing the call, and route to the last agent who called out to them utilizing the Route to Last Agent queue event.37 votes -
Bring the application to foreground when agent script is configured for the queue or campaign
Currently, when an incoming call is received, only the RingCentral softphone interface is displayed. Users have identified that when Agent Scripting is configured, it is inefficient to manually click into the main application to view the script and caller details after answering.
Requirement:
The user is requesting a feature or setting that allows the entire application window to pop up automatically upon an incoming call. This would ensure that the agent script and full caller information are immediately visible, removing the need for manual navigation and improving response times.13 votes -
INTERCEPT
Subject: Feature Request: Improve Granularity of "INTERCEPT" Call Disposition Code
Currently, the INTERCEPT call disposition is used as a generic status for multiple distinct call failure scenarios, including invalid numbers, carrier blocks, and user rejections.
This lack of specificity makes it difficult for administrators and end-users to quickly diagnose the root cause of a failed call. While backend codes may differentiate these events, that information is not exposed on the front end, forcing admins to perform manual investigations to understand the true outcome.
We propose replacing the single INTERCEPT disposition with more granular and descriptive statuses that reflect the actual…
68 votes -
Exclude digital identities in bulk
Need the ability to exclude digital identities in bulk. Specifically, we are looking for a way to exclude Identities with email domains that are not part of our company. We have over 1 M entries and performing this task manually is too labor intensive.
7 votes -
Replace Default “WORKING” State with More Accurate Status When Agents Lose Connection (e.g., Sleep/Idle Timeout)
Description:
• Currently, when an agent's machine goes to sleep, loses network connection, or resumes after a period of inactivity, the platform automatically places the agent into the "WORKING" state. This is a default system state, and cannot be removed or reconfigured, similar to NCX.
However, this behavior creates confusion for supervisors and admins monitoring real-time agent states. The “WORKING” label implies that the agent is actively engaged in tasks, even though they may have lost connectivity or walked away from their machine.
Feature Request:
• We propose introducing a more appropriate default system state for these specific conditions (e.g.,…134 votes -
Enable Outlook GAL Search in RingCX Digital Email (To/CC/BCC/Forward Fields)
Business Need:
*Customers using RingCX Digital email interactions require the ability to search and select recipients directly from the Microsoft Outlook Global Address List (GAL) when composing, replying to, or forwarding emails.Current Behavior:
*The"Sync with RingEX Contacts" feature currently supports contact lookup only within the RingCX Integrated Softphone in SPOG for voice-related workflows. Users can search contacts and initiate or transfer calls using synchronized Outlook/GAL contact information. The feature does not provide GAL search capabilities within RingCX Digital email fields (To, CC, BCC, or Forward). As a result, agents must manually enter known email addresses. The upcoming release is…7 votes -
RCX SFTP configuration - Be able to define SFTP port number
A customer has requested the ability to use a custom SFTP port within RingCX. Currently, the product connects only via the default SSH port (TCP 22), but some clients require a different port for security or network reasons.
Adding support for a configurable port would improve client compatibility and help reduce integration issues.
10 votes -
Remove or disable the Callbacks and Scripts tabs using the SPOG Application
Remove or disable the Callbacks and Scripts tabs using the SPOG Application
3 votes -
Automatically log the RingCX agent out after they stay idle for a certain period of time
To have a settings where they can set an idle time to automatically log out RingCX agent.
New status "Auto Logged Off" to track in reporting.
Option to schedule log outs, e.g. in the end of the day.13 votes -
Ability to see the weighted mean on Real Time Dashboards
Ability to see the weighted mean on Real Time Dashboards
Currently, on the Total Row in the Real Time Dashboard, if the data is regarding Average SOA or Average Queue, it only calculates by adding the Average SOA per queue then dividing it by the total number of queues disregarding the amount of calls answered by each queue. It would be benificial to change the logic to weighted mean for data that involves average.15 votes -
Ability to control the start and end times for Callbacks generated from Inbound Queues
Need the ability to control the start and end times for Callbacks generated from Inbound Queues in order to prevent calling customers in different time zones too early or late.
8 votes -
When trying to requeue a call, it is impossible to cancel the requeue without hanging up the call.
When you are in RingCX and on a call, if you requeue a call and select stay on the call, it will put the customer on hold. Taking the customer off hold does not end the requeue and causes the agent to hear a beeping until the requeue is either successful or the call has ended. There is no option anywhere to end the requeue.
This has been replicated on RingCentral’s internal RingCX account.Functionality wanted: To be able to cancel the requeue without having to fully end the call.
45 votes -
CX Agents is on the line and another EX call comes in
Current scenario:
An agent is currently on a call via CX.
Another call comes in via EX.
This call is routed to the agent as a duplicate call.At present, agent roles allow EX calls to be forwarded to voicemail.
I consider this to be very impractical and inadequate.The following solution would be the best option and is strongly requested by my client:
An agent is currently on a call regarding CX.
Another call regarding EX comes in.
The second call should be detected and forwarded to the forwarding destination set up on the extension.
It should be possible…7 votes -
RingCx Agent Stop Dialing key to automatically change status of agent to RNA or any unavailable state.
RingCx Agent Stop Dialing key to automatically change status of agent to RNA or any unavailable state.
5 votes -
Ability to pause recording on transfer to queues that have call recording disabled
Current Behavior: Call recording persists uninterrupted after a call is transferred to any destination.
Requested Behavior: Automatically stop or pause call recording the moment a call is transferred to a call queue that has recording disabled.
Justification: Ensures data privacy and compliance standards are maintained automatically without relying on manual agent intervention.
8 votes -
Dispositions
Complete tally of all Dispositions per Agent. Please list all Dispositions in the Analytics>Historical Report>Standard>Dispositions>Agent Disposition. Currently, it is only showing the ones the agent is been using, we would like also to have the data of the ones the agent is not using.
14 votes -
Hold timer ringback
Request to add the following feature, "Hold Timer Ringback"
Feature that automatically rings the agent’s phone or forces the call to pop back into an active state after a set duration defined in the admin portal.
8 votes -
Post call status to remain the same as the pre-call status for the agents/supervisors
When an agent or supervisor's pre-call state is Working, their status should remain the same after every inbound call or outbound call.
13 votes
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