1575 results found
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SMS delayed send
SMS Delayed Send allows users to compose a message and choose a specific date and time for it to be sent automatically, rather than delivering it instantly.
This feature gives teams more control, consistency, and professionalism in how they communicate—especially in time-sensitive or customer-facing operations.2 votes -
Productized Lead Loader API / Speed2Lead
Productized Lead Loader api / Speed2lead.
On the old chat form you can create a form and send leads to dialer campaign.
To include this option in the new chat form and set as subscription option for customer.
7 votes -
Custom Alphanumeric Verification for Call Queue Routing with CRM Association
We would like to request a feature that enables the use of a custom alphanumeric verification code for callers entering a call queue. The length and format of this code should be configurable by the customer.
Proposed Functionality:
Allow callers to input a unique alphanumeric verification code before or during entry into a call queue
Enable administrators to define the length and format of the code (e.g. numeric only, alphanumeric, fixed or variable length)
When a valid code is entered, automatically bypass standard IVR menu selections and route the caller directly into the appropriate queue
Integrate with CRM systems so…2 votes -
RCX | Unique Caller Reports
Customer is looking for a more simplistic way of filtering the Unique callers they have coming to the RCX. They want to have a Report that will show them the unique caller and also a way to filter or the option to show how many times a specific number called them within a day, month or year.
2 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
8 votes -
Extend RingCX Call History View to 30 Days
RingCX’s default 48-hour call history window feels like trying to solve a puzzle with half the pieces missing. Once you need to review anything older than two days, you’re forced into the Reports rabbit hole (if you even have access), wasting precious minutes and leaving non-admin agents stuck. Let’s fix that by giving every user a simple dropdown or settings toggle to choose their history range: 48 hrs., 7 days, 14 days, or up to 30 days, so you can instantly pull up that crucial call from last week without a detour. This small change supercharges agent productivity (no more…
16 votes -
Omnidirectional Allow RingCentral App Channels
We would like the "Allow RingCentral App Channels" setting to sync both ways. It has been described as Unidirectional. Currently on a RCX Call, we could still get a direct call to our office line. We would like presence to sync both ways so that our agents don't get another call while on a CC call.
17 votes -
Retroactive Update of Historical Reporting Data
We would like to request an enhancement to allow updates made in the admin portal (e.g., DNIS description name changes in RingCX) to be reflected retroactively in historical reporting data.
Current Behavior:
When a DNIS description name is updated in the RingCX admin portal, the new description only applies to data moving forward. Historical reports continue to display the previous DNIS description, which can lead to inconsistencies and confusion when analyzing past data.Requested Enhancement:
Enable the system to apply updated DNIS description names to historical reporting data, so that reports reflect the most current naming conventions regardless of when…2 votes -
When a call enters wrap up time, set the status to Wrap Up, then when wrap up time ends, set the agents stats to Available.
When a call enters wrap up time, set the status to Wrap Up, then when wrap up time ends, set the agents stats to Available. Its misleading to have the status as Available during wrap up time thats set on the back end.
6 votes -
Export Custom Lead Fields as Individual Columns in Lead List Reports
Description:
Currently, when exporting a Lead List that contains multiple custom lead fields, all custom fields are consolidated into a single column labeled extra_data.This structure makes it difficult to analyze, filter, and use the exported data effectively in external tools such as spreadsheets, reporting dashboards, or CRM integrations.
Proposed Enhancement:
Modify the export functionality so that each custom lead field is exported as its own individual column, rather than being grouped into a single extra_data field.For example:
Custom Field 1 → Column: Custom Field 1
Custom Field 2 → Column: Custom Field 2
Custom Field 3 → Column:…1 vote -
Preserve User-Entered Date Format in Lead Custom Fields
Currently, when a user inputs a date into a Lead Custom Field within the Lead List, the system automatically converts the value into a timestamp format (e.g. 2026-05-27T00:00:00.000-0400).
This behavior makes it difficult for users to read and interpret date values directly in the Lead List and related views.
Proposed Enhancement:
Allow the system to retain and display the actual date format entered by the user in the Lead List, instead of converting it into a timestamp format.Alternatively, provide a configuration option to control whether dates should be displayed in:
- User-entered format, or
- System timestamp format
Business Impact /…
1 vote -
Paging in RCX
Currently the ability to park and offer paging is only available on the EX side. In Healthcare, paging on call doctors is a daily aspect of their jobs and not being able to page in RCX has prevented the adoption of RCX. Having the option for an agent to place the caller on hold while they page an office to find a doctor and then hand them directly to the doctor is severely needed on the RCX platform.
6 votes -
Make the Knowledge Base for Agent Assist available on demand
Not all clients use RingCX for all interaction types. Make the knowledge base available to be searched/reviewed regardless of if there is an active interaction.
13 votes -
Ability to Set Skill Weight/Proficiency
Currently, RingCX does not provide the capability to define individual skill weight or proficiency for each agent individually. This capability is essential because it will:
- Reduce the need to create a separate skill ("Sales Proficiency 1", "Sales Proficiency 2", "Sales Proficiency 3" and so on) for each weight or proficiency level.
- Simplify and reduce the level of effort when creating and assigning skill profiles to agents.
- Streamline skill assignment within queue routing by enabling the selection of a required skill and the definition of a specific weight or proficiency range and order (high to low or low to high).
17 votes -
Ability to Send RingCX Queue Calls to Voicemail When Declined
Description:
In RingCX, agents currently do not have the ability to send inbound queue calls directly to voicemail when declining or ignoring the call.Current Behavior:
Direct extension calls behave like RingEX and can be declined to route to personal voicemail.
However, inbound queue calls cannot be sent to voicemail.
When an agent declines a queue call, it triggers RONA (Ring No Answer) and the call is routed to the next available agent in the queue.Limitation:
There is no option for agents to redirect a queue call to voicemail upon decline. This limits flexibility for handling situations where agents…1 vote -
View RingCX Dashboards in Softphone-Client
It should be possible to display the created dashboards from Analytics directly in the client, preferably via an additional selection, so that the website does not have to be open in parallel for the display.
12 votes -
RCX | Blinking Alert when a call is waiting in queue
Have an ability in Real time dashboard to set up like a blinking alert when a call is waiting in a queue for more than the SLA that is set up.
2 votes -
Add RNA as a configurable Wallboard/RT Dashboard Metric
We would like the ability to configure a routing rule using calls categorized as RNAs.
For example, we are attempting to separate out calls that were abandoned (by caller) but also routed to an agent that did not answer resulting in an RNA.
This would help understand, in real time, customers that may need to be called back due to an agent missing a legitimate client call.
1 vote -
Hide EX Caller IDs when logged in to CX
CX users have the EX dialpad populating when selecting the dialpad. This is creating a discrepancy with their CX functionality and reporting of outbound calls. The call detail is capturing in their EX history instead of in their CX history, and the associated reporting in CX is not capturing the details. Desired functionality is that if the user is in CX mode, the only dialpad that will populate is the CX dialpad. Seems this is occurring when disposition window is open and dial pad is selected, and/or if disposition is not selected and subsequent outbound call is attempted.
2 votes -
Thumbs up on agent assist suggestions
In agent assist, when the agent is given a suggestion to answer the client's question, if they click on the thumbs up or thumbs down button, there should be a way for that informaiton to go to a business owner to review and make updates to content. This would be vital to maintaining the knowledge base and for governance purposes.
3 votes
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