318 results found
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Control CNAM of Caller
Change the CNAM of the Caller's Phone Number outside RingCentral
4 votes -
Chat send to email
Ability to email a chat transcript with contact details.
8 votes -
Add more Stats to Agent screen in RCX
Please add Total wrap time , total break time , total lunch time , total coaching time that are visable to agents on their stats page
6 votes -
Copying an alphanumeric value from Engage Digital should not automatically format it as a phone number or trigger click-to-dial functionalit
Copying alphanumeric values should preserve the original formatting and not trigger or apply click-to-dial behavior unless the value is a valid phone number.
9 votes -
To Have Start and End Time Attributes in RingCX for Salesforce
We would like to request the addition of attributes in RingCX for Salesforce that capture both start and end times. This functionality would provide better tracking, reporting, and integration with workflows, ultimately improving visibility and efficiency for users.
6 votes -
Access RingCX Voicemails in the RingCentral Chrome Extension
Ability to route and access RingCX voicemails in the RingCentral Chrome Extension
6 votes -
Integration of RCS (Rich Communication Services) as a Communication Channel in RingCX
Summary:
We formally request the addition of RCS (Rich Communication Services) as a supported communication channel within the RingCX platform. This feature would enable businesses to deliver a next-generation mobile messaging experience, significantly enhancing digital engagement capabilities beyond traditional SMS and MMS.What is RCS?
RCS is a modern messaging protocol designed to replace SMS and MMS, offering rich media capabilities and real-time interaction features within a user’s native messaging app. Unlike SMS, which is limited to plain text and dependent on cellular networks, RCS operates over IP (internet protocol), allowing for a more robust and versatile communication experience via…9 votes -
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 -
Ask first transfer creates a blind conference. Does not behave as expected.
When transferring a call, and clicking the Ask First button, the system creates a blind conference call with the caller still on the line.
Expected behavior is to put the caller on hold, while the agent speaks with the person to which they are trying to transfer the call.
4 votes -
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…
26 votes -
Option to Select Designated Caller ID for Outbound Calls in RingCx SPOG
Scenario:
When agents place outbound calls from the RingCx SPOG, they currently have access to select from all main company numbers as their Caller ID. However, based on operational requirements, each agent typically only needs access to 3 designated caller IDs corresponding to their assigned outbound calling queues.
Request:We would like to request an enhancement to limit or customize the available Caller ID options per agent or per outbound queue assignment. This would help:
Minimize selection errors,
Streamline the outbound call process, and
Ensure compliance with proper Caller ID usage by team.Please let us know if this customization…
8 votes -
Write back Disposition and notes to RCX Contact Card
Write back Disposition and notes to RCX Contact Card
Enterprise Account ID: UID: 813377035
Feature Request Summary: Write back Disposition and notes to RCX Contact Card
Current Functionality: only support AI Summaries
Ideal Functionality: Write back Disposition and notes to RCX Contact Card
Opp Link: SFDC Opp Link: https://rc.lightning.force.com/lightning/r/Opportunity/006TU00000Eg3B7YAJ/viewBusiness Justification -- Since we dont support all integration this willl help the agent identify the last reason for call aside from AI Summaries
4 votes -
Inbound Queue Callback - option to record caller's name
Add the ability to have the caller requesting a callback record their name.
This is needed for customers that may not have a direct phone number, and only a main company phone number.
Issue:
When our customers input a main company phone number for a callback in queue, our agents don't know who requested the callback. The CX system just calls back the number the customer entered. If that happens to go to a receptionist or an AA menu, the agent doesn't know who requested the call. This is bad for our agent productivity and for the customer because they…12 votes -
RingCX eature Enhancement Endorsement: Independent Auto Answer Settings for Predictive Dialer and Inbound Calls
Hello RingCentral Developer Team,
Good day.
I would like to formally endorse a Feature Enhancement request for one of our clients, Taxing Authority Consulting Services, PC, following confirmation from the RingCX team that this functionality does not currently exist and would require enhancement.
Background:
The customer operates in a mixed environment where agents are assigned to both:Predictive Dialer campaigns
Inbound queues
At present, enabling Auto Answer — necessary for agents to properly receive calls via the Predictive Dialer — also causes Inbound queue calls to be auto-answered. This creates challenges for their workflow since the handling approach for these…
10 votes -
Shorten RingCX Historical Report Refresh Time Rate
Historical reporting may take up to an hour to populate, with an official timeframe of 15–60 minutes as specified by the product team. The customer has requested that the reports be available in near real-time.
20 votes -
Display Agent Call Hold Status and Duration in Supervisor Dashboard
We would like to request an enhancement to the Supervisor Dashboard in NICE CXone to include visibility into whether an agent has placed a call on hold, along with the status duration—similar to what is currently shown in the Realtime Dashboard.
Current Behavior:
The Realtime Dashboard provides clear visibility when an agent places a call on hold, including the timestamp and duration of that status. However, this information is not currently visible in the Supervisor Dashboard, limiting the supervisor's ability to monitor real-time agent behavior effectively within a single interface.Requested Enhancement:
Add the following to the Supervisor Dashboard:1.Hold…
6 votes -
Enable hyperlink to External URL column for RingCX Outbound dialer
When uploading leads, enable automatic hyperlinking for values in the auxExternalURL column. This will allow users to click the URL directly from the UI rather than copying and pasting it manually.
7 votes -
Dashboard Configuration Rule - Email Notification
It would be useful if the configuration rules for a widget in the dashboard allowed you to set up email notifications. Information such as the subject line and body content should be variable so that you can enter your own text.
2 votes -
Restrict changes to Queue SLA settings
Create a Supervisor Security setting to restrict changes to Queue SLA settings by Supervisors
5 votes -
Option to Transfer RingCX Calls Directly to RingEX Ext's Voicemail
Add Option to Direct Transfer RingCX calls to RingEX Extension's Voicemailbox Using the Transfer Button
6 votes
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