1192 results found

1. call offers for the longest wait time

   RCX system prioritizes agents based on their overall Available Status time for the day, rather than their current Highest Availability:

   -agents who have recently returned from an offline state (such as breaks or lunch) receive calls before those who have been continuously available.

   -to better accommodate the varying preferences of our clients, we kindly request the addition of an option to enable or disable this feature. This adjustment would allow clients to configure their queues according to their specific needs and ensure a more equitable distribution of calls.

   We understand that this behavior aligns with the current design of RCX, where an agent's overall available time is accumulated rather than resetting with each offline period. However, this has led to some challenges for our users, who have noted that agents who have been available continuously are not receiving calls as expected.

   RCX system prioritizes agents based on their overall Available Status time for the day, rather than their current Highest Availability:

   -agents who have recently returned from an offline state (such as breaks or lunch) receive calls before those who have been continuously available.

   -to better accommodate the varying preferences of our clients, we kindly request the addition of an option to enable or disable this feature. This adjustment would allow clients to configure their queues according to their specific needs and ensure a more equitable distribution of calls.

   We understand that this behavior aligns with the current design of RCX,… more

   203 votes

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   Under Review  ·  13 comments  ·  Interaction routing, workflow & queuing  ·  Delete…  ·  Admin →
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2. change button shape and placement

   Ability to change the placement/size/shape of button using visual library. You can do this but the default button shows after interactions.

   It doesn't make sense to allow button changes but only before the customer interacts, the change should implement permanently on the chosen URL/site regardless of interaction.

   Please see case 28193631 for further information along with a video.

   23 votes

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   Planned  ·  3 comments  ·  Digital experience  ·  Delete…  ·  Admin →
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3. 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.

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   43 votes

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   Future Consideration  ·  1 comment  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
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4. 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

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   New  ·  3 comments  ·  Interaction routing, workflow & queuing  ·  Delete…  ·  Admin →
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5. 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.

   10 votes

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6. 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.

   12 votes

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   New  ·  0 comments  ·  Call & screen recording  ·  Delete…  ·  Admin →
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7. 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

   12 votes

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   New  ·  2 comments  ·  Interaction routing, workflow & queuing  ·  Delete…  ·  Admin →
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8. 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 like a feature that automatically integrates RingEX call queues into the RingCX directory, providing a seamless and automated way to transfer calls. This is a feature request, not a Salesforce adapter issue.

   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… more

   16 votes

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   New  ·  0 comments  ·  Interaction routing, workflow & queuing  ·  Delete…  ·  Admin →
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9. 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/view

   12 votes

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   2 comments  ·  Digital experience  ·  Delete…  ·  Admin →
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   Under Review  ·  AdminGrigori (Product Manager Contact Center, RingCentral) responded

   This is not a common channel in CCaaS space, we'll need to gather interest on this

10. 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.

    13 votes

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11. Have search option of dial group added to Ring Sense

    We would like the ability to search by campaign dialing groups in Ringsense

    40 votes

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12. 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 display option for calls transferred from RingCX to RingEX, allowing the receiving RingEX user to see:

    The transferring RingCX agent’s name and/or extension

    The original external caller ID

    Or both, depending on the administrator's preference

    This setting should be manageable at the admin level, and ideally configurable per queue or user group, to align with various business workflows.

    Business Justification / Use Case:
    Many RingCX customers operate in high-volume, multi-agent environments where external calls are frequently transferred to subject matter experts, team leads, or support departments using RingEX extensions.

    The current behavior limits visibility into who initiated the transfer. This causes issues such as:

    RingEX users answering calls with no internal context, unsure if it’s a direct customer call or a handoff.

    Delays in handling the call properly due to lack of warm introduction cues.

    Difficulty in tracking agent performance or follow-up responsibility, as the handoff origin is not visible.

    Missed opportunity to personalize the response or acknowledge the agent who transferred the call.

    With the requested feature, organizations can streamline their workflows, reduce miscommunication, and provide a smoother, more professional customer experience.

    Benefits:

    Enhances internal communication clarity during transfers

    Enables faster and more informed call handling

    Supports accountability and training, especially in customer support or sales teams

    Aligns with existing behaviors seen in some legacy PBX or call center solutions

    Adds flexibility for businesses to define how caller ID should appear in hybrid RingCX–RingEX environments

    Priority:
    Medium to High – This enhancement would significantly improve day-to-day operational efficiency, particularly for businesses that rely on frequent call transfers between RingCX and RingEX users.

    Workaround (if any):
    There is currently no workaround to modify caller ID presentation on RingEX when calls are transferred from RingCX. Some customers attempt to inform the RingEX user via chat or email, but this is not scalable or reliable in real-time.

    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… more

    17 votes

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    Future Consideration  ·  1 comment  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
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13. 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 votes

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    4 comments  ·  AI quality management  ·  Delete…  ·  Admin →
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    Implemented  ·  AdminSushant (Sr Director, Machine Learning, RingCentral) responded

    I'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

    1. Enhanced visibility: Source identifiers in RS make it easy to correlate data across RS ↔ REX/RCX.
    2. Smarter insights: REX/RCX call-queue metadata is now available for advanced filtering and analysis.
    3. Customizable targeting: Use Queue and Disposition to build highly relevant, outcome-aware scorecards.

14. 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 process if they wish to continue with requeue, losing their original place in line from the first attempt.

    Agents are also unable to drop from the call once it has begun "requeuing" to the secondary queue until it is answered by an agent from the secondary queue. If agent chooses to hang up while waiting in the secondary queue, the entire call drops.

    We need to add the ability to control both calls independently when utilizing "Requeue" and "Stay on call" option just like a warm transfer would allow.

    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… more

    20 votes

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    Under Review  ·  0 comments  ·  Interaction routing, workflow & queuing  ·  Delete…  ·  Admin →
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15. 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.

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    39 votes

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    Future Consideration  ·  0 comments  ·  Digital experience  ·  Delete…  ·  Admin →
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16. 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: aac, mp3, ogg, m4a

    Image: bmp, gif, jpg, jpeg, png, svg, webp

    PDF: pdf

    Text: csv, txt, log

    Video: avi, flv, m4v, mkv, mov, mp4, mpg, qt, wmv

    Other: amr, dms, vcard, tif, tiff, mpeg

    Relaxed Level Adds Support For:

    Excel: xls, xlsm, xlsx, xlc, xlt, xltm, xltx

    Presentations: key, odp, otp

    PowerPoint: pps, ppt, pptx, pot

    Spreadsheets: numbers, ods, ots

    Word: doc, docm, docx, dotm, dotx

    Word Processing: pages, odt, ott, rtf

    The requested formats (.ies, .arc2, .dxf) are not included in either list, and therefore cannot be used by customers today.

    Requested Enhancement

    Add support for the following file types as allowable email attachments in RingCX:

    .ies

    .arc2

    .dxf

    This support would enable customers to exchange specialized files used in engineering, architectural, lighting design, and CAD workflows.

    Additional Notes

    This request originated from a customer inquiry regarding the ability to attach these files in the email channel.

    Tier 3 Engineering has confirmed that this enhancement requires a formal feature request.

    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:… more

    6 votes

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17. Feature Request: Ability for Administrators to Hang Up All Calls in Queue

    Feature Request: Ability for Administrators to Hang Up All Calls in Queue

    Title:
    Administrative Control to Terminate All Calls Currently Waiting in Queue

    Summary:
    Request a system-level administrative capability within RingCX that allows a supervisor or administrator to immediately disconnect all callers currently waiting in a specific queue (or multiple queues), without requiring per-call actions or custom API scripting.

    Problem Statement:
    Today, RingCX does not provide a native feature to mass-terminate queued calls. Administrators cannot cancel waiting calls, clear the queue during outages, shift operational modes quickly, or reset queues after misconfiguration. Existing call controls allow actions only on active agent-connected calls; queued calls cannot be bulk-disconnected. This creates operational risk and service delays during emergencies, maintenance windows, or unexpected staffing issues.

    Business Impact:

    Inability to quickly clear a queue can result in poor customer experience when calls remain waiting with no available agents.

    During system failures, routing changes, or cutover events, administrators cannot reliably reset queues.

    Workarounds require API scripting, which adds complexity, support overhead, and security considerations.

    Supervisors lack real-time operational control needed for call-center management best practices.

    Requested Capability:
    Add a secure, role-based administrative function that enables:

    One-click “Hang Up All Calls in Queue” for a selected queue.

    Option to apply to all queues in the tenant.

    Audit logging of who initiated the action and when.

    Optional confirmation prompt to prevent accidental execution.

    Justification:
    This feature aligns with standard call-center administration requirements for emergency response, system maintenance, and operational efficiency. It restores supervisory control while preserving customer experience, and reduces reliance on unsupported workarounds.

    Feature Request: Ability for Administrators to Hang Up All Calls in Queue

    Title:
    Administrative Control to Terminate All Calls Currently Waiting in Queue

    Summary:
    Request a system-level administrative capability within RingCX that allows a supervisor or administrator to immediately disconnect all callers currently waiting in a specific queue (or multiple queues), without requiring per-call actions or custom API scripting.

    Problem Statement:
    Today, RingCX does not provide a native feature to mass-terminate queued calls. Administrators cannot cancel waiting calls, clear the queue during outages, shift operational modes quickly, or reset queues after misconfiguration. Existing call controls allow actions only on active… more

    7 votes

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18. 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.

    • 

    32 votes

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    Under Review  ·  1 comment  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
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19. Feature Request: Add Reporting for Abandoned Chats in RingCX

    Feature Request: Add Reporting for Abandoned Chats in RingCX

    Summary:
    Request to introduce a reporting feature in RingCX that captures and displays metrics for abandoned chats — similar to how abandoned calls are tracked in voice queues.

    Details / Description:
    Currently, RingCX does not provide any native reporting or metrics that log abandoned chat interactions, such as when a customer initiates a chat but disconnects before an agent accepts or responds.
    This limits visibility for contact center managers who need to measure missed engagement opportunities and optimize staffing and response strategies.

    Use Case:
    Supervisors and analysts need the ability to identify how many customers abandon chat sessions before they are handled, along with timestamps and queue information.
    This data would help:

    Improve response times by identifying high abandonment periods.

    Enhance customer experience by ensuring sufficient agent coverage.

    Provide parity with existing voice reporting (e.g., abandoned call metrics).

    Requested Enhancement:

    Add “Abandoned Chats” as a metric in chat queue reports and real-time dashboards.

    Include fields such as:

    Queue name

    Timestamp of chat initiation and abandonment

    Time waited before abandonment

    Agent availability at time of event

    Optionally, include in Interaction Detail Reports (IDR) or Queue Summary Reports.

    Business Impact:
    Without this feature, supervisors lack visibility into missed chat interactions, making it difficult to track customer engagement effectiveness or staffing needs.

    Feature Request: Add Reporting for Abandoned Chats in RingCX

    Summary:
    Request to introduce a reporting feature in RingCX that captures and displays metrics for abandoned chats — similar to how abandoned calls are tracked in voice queues.

    Details / Description:
    Currently, RingCX does not provide any native reporting or metrics that log abandoned chat interactions, such as when a customer initiates a chat but disconnects before an agent accepts or responds.
    This limits visibility for contact center managers who need to measure missed engagement opportunities and optimize staffing and response strategies.

    Use Case:
    Supervisors and analysts need the ability to… more

    6 votes

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    New  ·  2 comments  ·  Realtime & historical analytics  ·  Delete…  ·  Admin →
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20. 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.

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    21 votes

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    New  ·  4 comments  ·  Interaction routing, workflow & queuing  ·  Delete…  ·  Admin →
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