1665 results found
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RCX | Whisper greeting
Add an ability or a configuration to have like a whisper greeting for the agent in RingCX on which queue the call came from or the queue their callers chose.
3 votes -
RCX | Allow 1 number to be used for both Voice queue and SMS channel
Looking for the ability to just use the Same phone number for the voice queue and for the SMS channel. This is to avoid adding multiple numbers to an agent in EX.
3 votes -
RingCX Audit Log Feature – Agent Status
RingCX Audit Log Feature – Agent Status
The customer is requesting an option to view the audit log that identifies which Supervisor manually changed a user's status.11 votes -
Call Park in RingCX
Feature Request: Call Park for RingCX
Summary:
Enable Call Park functionality within RingCX to allow agents to place a call on hold in a shared "parking spot" and retrieve it from any other device or extension.Details:
Currently, RingCX does not support call parking, which limits flexibility for teams handling calls across multiple devices or locations. Call Park is a critical feature in traditional PBX and UC systems, and its absence in RingCX creates workflow inefficiencies.Proposed Functionality:
Agents can park an active call into a designated slot.
The system generates a unique park number or code.
Any agent or…
2 votes -
Enhancing Queue Event Management
I would like to suggest several improvements to the way RingCX handles queue events. Currently, managing these is somewhat complicated. The following changes would bring the platform in line with industry standards and significantly simplify the user experience.
Queue Event “Duration”
Currently, having to manually set a "Duration" for queue events is not ideal, as the event time must precisely match the audio file length. Most competitor solutions play prompts from start to finish, with the duration automatically defined by the audio file itself. Removing the manual duration requirement would prevent prompts from being cut off or leaving awkward silences.…
6 votes -
Add Callback Option to Workflow and No Agents Signed In Handling
Request
Please consider adding a callback option within the workflow configuration and within the “No agents signed in” handling options.
Current Limitation
At present, there is no available option to configure a callback action as part of the workflow. Additionally, when the “No agents signed in” scenario is triggered, there is also no option to offer or initiate a callback.
Expected Enhancement
Introduce callback functionality in both areas so that customers can request a callback when:
A workflow requires an alternative contact option.
No agents are available or signed in to handle the interaction.This would provide more flexibility in…
1 vote -
Disable / Toggle Off Call Recording Announcement in RingCX Admin Tool
They would like an option or setting in RingCX Admin to disable the Automatic Call Recording Announcement for their RingCX calls. (Inbound and Outbound)
Actual Behavior:
RingCX and RingEX automatically plays a call recording announcement on applicable calls.
There is currently no visible admin-level option for the customer to turn this announcement off.Expected Behavior:
An admin-configurable option in RingCX to enable or disable the automatic call recording announcement based on business needs and compliance requirements.5 votes -
Voicemail Box
Call centers currently do not have a unified voicemail box. They can only receive voicemails to an email. This requires the users to constantly monitor their email and search for voicemails in a separate application. A voicemail box, like Ring EX provides, for the call queues would allow agents to stay within their application and it would allow them to have full functionality out of a single pane of glass.
2 votes -
RingCX Agent voicemail greeting
A feature that lets them set a voicemail greeting for RingCX Agent's voicemail.
7 votes -
custom wrap up timer
Please add additional granularity or the option for custom wrap up timer value. Jumping from 1 to 3 minutes for choices is not ideal. We would like to do 90 seconds, but would settle for 2 minutes. Not having the option to just enter a number of seconds between 0 and 600 seems like forced inefficiency due to a inflexible UI choice.
1 vote -
Allow for Web Service DTMF Queue Event to fire off without changing callers status in queue
Allow for Web Service DTMF Queue Event to fire off without changing callers status in queue.
We are attempting to configure a queue event with DTMF enabled where we offer the caller an option to press X key and receive a text message with a link to our website while the caller waits in queue. Currently, the only way we can get this working without forcing the caller to drop from the queue after receiving the text is to use the requeue option in conjunction with an external web service. This does keep the caller in the same queue, however,…
4 votes -
Add an alert for when the Salesforce client for RingCX disconnects from RingCX
Customer is inquiring on having a feature that allows the Salesforce for RingCX notify the agent/admin when they have become disconnected from the RingCX dialer within Salesforce. In addition having it also grant what could be the cause of it such as a disconnect code of sorts.
3 votes -
Filtering To Queued Interactions In Inbox
There is no option within "all messages" to filter to queued interactions only. This makes it hugely difficult to manage large contact centres. Particularly contact centres that are utilising AI and messages do not show as "new" when entering a queue.
5 votes -
Control CNAM of Caller
Change the CNAM of the Caller's Phone Number outside RingCentral
8 votes -
RingCX Agent: Ability to Modify Voice Connection Options for Agents
Some agents are inadvertently logging in using the RingCentral App instead of the Integrated Softphone. As a result, calls routed to the RingCentral App are left unanswered and often abandoned. Since Presence Sync is not yet available, the RingCentral App must be set to Do Not Disturb (DND) to prevent calls from being delivered simultaneously.
This feature should allow administrators to modify the available Voice Connection options for agents, ensuring that calls are routed correctly and reducing missed or abandoned calls.
11 votes -
RCX Allow Agent to Open the Queue when they are Logged In
RCX Allow Agent to Open the Queue when they are Logged In. We do not want them to configure business hours but something that can be managed on their end once given a permission by an Admin.
2 votes -
Export DNC list
Add the option to download/export the DNC list in RingCX
2 votes -
Feature Request: Improve Call Logging Reliability in RingCX Embedded Agent for Dynamics 365
Subject: Feature Request: Improve Call Logging Reliability in RingCX Embedded Agent for Dynamics 365
Product Area: RingCX
Component: Embedded Agent – Microsoft Dynamics 365 Integration
Request Type: Feature Enhancement / Reliability Improvement
Priority Impact: High (Data integrity, reporting accuracy, agent workflow)
Problem Statement
The RingCX Embedded Agent integration with Microsoft Dynamics 365 has several limitations that result in missing or incomplete phone call records when required fields (specifically the Name and Call To / Call From fields) are not populated at call end.
These limitations cause gaps in call reporting, incomplete CRM activity history, and inconsistent agent workflows—particularly in healthcare…
5 votes -
CEB to RingCX Migration Path
CEB is a great place to start, but as business evolves, there is a need to be able to migrate seamlessly and efficiently to a full CX platform like RingCX.
1 vote -
Separate Off Hook mode/ permanent connection management options for inbound and dialer-campaigns calling
customers would like to be able to manage answer mode in different ways depending on the type ( inbound/manual outbound VS dialers/campaigns ) :
have the ability to enable/disable the off hook / permanent connection for inbound calls separately from the dialer/campaigns off hook / permanent connection mode.so even if you disable the permanent connection/off hook for inbound, you can still have the dialer calls (as when you start dialing it switches you to off hook mode automatically).
or the other way around if you start the dialer - it would switch to off hook for the dialer -…
33 votes
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