1178 results found
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hashtag # in RCX (IVRs and queue events)
customers would like to have the Hashtag in the list of possible DTMF codes in IVRs and Queue events.
43 votes -
RingCX Voice Agent - Enhanced Call History: Visual Differentiation and Filtering Options
The customer would like the historical call view in Agent RingCX to display call results differently—for example, using different text colors for successful calls versus missed calls (RNA). They would also like the ability to filter call history by All Calls, Missed Calls, Incoming Calls, and Outgoing Calls, similar to what is available in RingEX.
42 votes -
Google Chat as inbound channel for help desk use case
We support MS Teams as a channel for IT desk use case. Some customers asked to support Google Chat in a similar use case.
End user contacts Customer Support through a group in Google Chat and the chat is routed to an agent who is able to reply.
This use case is particularly important for BPOs which handles IT support for their customer (SCC, Sopra, Comearth, fimainfo - only in France)
https://rc.lightning.force.com/lightning/r/Account/001Hr000023vagMIAQ/view
https://rc.lightning.force.com/lightning/r/Opportunity/006TU00000DOMr7YAH/view
https://rc.lightning.force.com/lightning/r/Opportunity/006TU00000DQLXaYAP/view
https://rc.lightning.force.com/lightning/r/Account/0012H00001gHulwQAC/view12 votesThis is not a common channel in CCaaS space, we'll need to gather interest on this
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Ability to filter the number added in route properties for all workflows
Ability to filter the numbers added in route properties for all workflows instead of checking them manually. It will be efficient and time-saving if there's an option for this. In this way, we can change the number added to another number we prefer and resolve the issue as soon as possible.
9 votes -
Manually assign call back request to agents
Manager would like the option to assign out callback to agents and then have agents pick up those calls once available
11 votes -
Automatic Greeting/Announcement on Outbound Calls Made Within RingCX
Currently there is no real option in place to have an announcement played within CX when making an outbound calling. We currently are looking at recording our calls for inbound and outbound that come through CX, inbound we can add an announcement through the IVR to inform the user that the call is being recorded. However outbound there is no IVR that we can put this announcement in. It would be nice if there was the ability to have an outbound IVR to announce the call is being recorded before the call connects.
11 votes -
RingCX Feature Request: Native Integration for RingEX Call Queue Transfers
When an agent is using the RingCX application, they have the ability to transfer calls to RingEX users and see their extensions in the corporate directory. However, there is no native integration that allows RingCX agents to transfer calls directly to RingEX call queues. The customer is currently using a workaround where they manually upload the DIDs of the RingEX call queues into the RingCX phone book, which allows for transfers as if it were an external contact. This is a time-consuming and inefficient process that requires manual maintenance whenever a call queue is changed or added. The customer would…
15 votes -
Have search option of dial group added to Ring Sense
We would like the ability to search by campaign dialing groups in Ringsense
39 votes -
Filter by Voice/Digital Queue in RingSense for RingCX
Currently, the filter panel only pulls in queues when tied to RingSense for Sales (RingEX) and doesn't pull in queues when tied to RingCX. This is a request to be able to also filter by RingCX queues in RingSense.
36 votesI'm pleased to announce that this feature is live! RingSense (RS) now lets you:
- Filter interactions by Queue (REX/RCX) and Disposition in the filter panel.
- See source identifiers on each interaction—including the queue (REX, RCX) and the final Disposition value—for clear traceability.
- Target scorecards using Queue and Disposition so you can tailor evaluations by routing path or final outcome. (Great for customizing scorecards by team/flow or result.)
More details in the attached screenshots.
Why this matters
- Enhanced visibility: Source identifiers in RS make it easy to correlate data across RS ↔ REX/RCX.
- Smarter insights: REX/RCX call-queue metadata is now available for advanced filtering and analysis.
- Customizable targeting: Use Queue and Disposition to build highly relevant, outcome-aware scorecards.
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Real-Time Call Recording Availability for Compliance
Currently, call recordings can be delayed by up to 1.5 hours, which hinders urgent compliance verification and exceeds business requirements.
This feature request proposes improving the recording system to ensure real-time or near-real-time availability of call recordings, allowing:
Immediate access for compliance or quality checks.
Faster resolution of disputes or customer issues.
Reliable tracking and auditing of calls in alignment with business needs.The goal is to enhance operational efficiency, compliance readiness, and overall reporting accuracy.
12 votes -
RingCX Email/Chat Channel to support for file formats: .ies .arc2 .dxf
RingCX Feature Request: Support for Additional File Formats in Email Channel
Title: Add Support for .ies, .arc2, and .dxf File Formats in the Email Channel
Summary
A customer is requesting the ability to upload and process additional file formats through the Email channel in RingCX. These formats are currently not supported under either the Strict or Relaxed attachment handling levels.
Requested formats:
.ies – Illuminating Engineering Society file (lighting data)
.arc2
.dxf – Drawing Exchange Format (CAD files)
Current Behavior
The email channel supports a defined set of file formats depending on the configured handling level:
Strict Level Allows:
Audio:…
6 votes -
Add the existing (warm) "Transfer" call control functionality to the "Requeue" feature. "
When using the (warm) "Transfer" feature, agents are given call controls for both calls independently. This allows agent to switch between both calls as needed by placing one leg on hold. It also provides options to disconnect certain legs, their leg only, or the entire call.
In contrast when using the (Stay on call) "Requeue" feature agents do not have any ability to switch between both calls.
If an agent needs to reconnect the voice path to the original while utilizing "Requeue", they must hit "Resume". By doing the Requeue is effectively cancelled and agents would need to restart the…
19 votes -
RingCX Digital Message Notification Improvements
Digital interaction notifications in "My Messages" appear when an interaction dequeues to an agent.
Requeuing via "Transfer" (within the notification) removes the notification from the handling agent and shows a new notification for the agent to which the interaction dequeues.
However, transferring directly to another agent through "All Messages" keeps the notification with the initial agent, creating a three-party chat scenario.
To address this inconsistency, we propose unifying the behaviour for all transfers: remove the notification from the initial agent and display it for the receiving agent, matching queue transfer behaviour.
38 votes -
Preserve Caller ID When Transferring from RingCX to RingEX
Product Area(s):
RingCX (Contact Center)
RingEX (Phone System / MVP)
Call Handling & Caller ID Display
Current Behavior:
When an external call is routed through a RingCX queue and answered by an agent, and the agent then transfers the call to a RingEX user (via warm or blind transfer), the RingEX recipient currently sees the original external caller’s phone number as the caller ID.There is no visibility into which RingCX agent initiated the transfer. This can lead to confusion, lack of internal context, and inefficiencies in how the transferred call is handled.
Requested Enhancement:
Introduce a configurable caller ID…14 votes -
Unexpected Call Drop: Entire 3-Way Conference Ends When Agent Disconnects in RingCX
Problem Description
When a RingCX agent (Party A) places a manual outbound call to Party B, then adds Party C to create a 3-way conference (Agent + Party B + Party C), if the agent (Party A) disconnects, the entire conference call is dropped for all participants (Party B and Party C).
Expected Behavior
If the agent (Party A) disconnects from a 3-way conference, the call should continue between Party B and Party C. This is expected in standard call conferencing logic where the initiator disconnecting does not necessarily terminate the call for all participants.31 votes -
display queue name when call comes in in embedded RingCX for Zoho
It's important to see what call queue the call is comin in so that agents would know their opening spiel
8 votes -
Ability to limit SMS channel selection when creating an outbound SMS message
When an agent generates a manual outbound SMS message, you have to select the channel to send the message from. The issue is that it shows every channel in the system, not just the channels/queues that agent is assigned to.
In our use case, agents have their own SMS queue but without the ability to restrict this, an agent can send an outbound SMS from any other agents queue or channel.
It would be ideal if there was a way to set a 'default' outbound channel instead of having to have the agent select a channel.
26 votes -
RingCX needs to display inbound callerID for calls coming into our Voice Queues.
Currently, all inbound calls to our RingCX Queues will only show the callerID as, "UNKNOWN."
Meanwhile, callerID works just fine for all inbound calls coming into RingEX.
This function needs to exist so that our Agents can better identify our customers as the call in.
20 votes -
Do not change agent status to Available once the call is over, when agent was initially unavailable.
If an agent is initially unavailable and receives an internal call or makes an outbound call, do not automatically change agent status to Available once the call is over.
30 votes -
All Messages Conversation Search Enhancement
There should be a way the system understands the different ways a TN can be displayed/formatted and searched, but at present, it seems it needs to be exactly the same as the interaction shows in the history.
Please see the screenshots.
If a number is formatted in 3 different ways as it's used in RCX:
(734) 279-2221
17342792221
734-279-2221When you search by these formats, you only get see the exact format the text is searched as, instead of all instances in which the number can be formatted as. This causes an issue as you search for a customer's info and/or…
20 votes
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