1180 results found
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exclude specific area code in local connect
Ability to add the ability to specify a particular area code when setting up or managing the Local Connect Bucket? This feature would help in targeting specific geographical regions more effectively.
5 votes -
Add Robocall filter
RingCentral should add robocall filtering to CX. I was told it happens on the EX side, but it's not happening in CX. We're getting robocalls that hang up right after they are dropped into our queue, and that's causing our abandoned rate to spike.
4 votes -
RCX Feature Request: Auto-Assign Supervisor Access Based on Group Membership
Currently, it is not possible to automatically grant Supervisor access when an agent is added to a specific Group of Agents in RingCX. At present, enabling Supervisor access requires manual configuration through the Agent profile:
Navigate to: Agents > General > Agent Type
Change the type to Supervisor to allow monitoring capabilities while retaining agent functionality.
Then, under Supervisor Settings, manually assign which agents they will supervise by checking names under Supervises > All.
We recognize that automating Supervisor access based on group membership would significantly streamline onboarding and role management processes. As such, I’ve submitted this as a Feature…
1 vote -
Hide SFTP credentials in the RingCX Recording Delivery
Currently, SFTP credentials are visible to anyone with admin or RC admin access, which poses a security risk. Hide or restrict the visibility of the SFTP Credentials and be only accessible to the users who created them
7 votes -
5 votes
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Ability to allow Litify objects to mapped on RCx SF embedded agent
We need the ability to screenpop Intake or Matter and have the ability to create call logs unto those objects as well
4 votes -
Main Screen Functionality
Need the ability to see MISSED Calls on the main agent screen and be able to click and call them back.
3 votes -
Automatically set Queue Event Duration based on duration of single play audio file
When configuring a Queue Event with a single play audio file and no additional looping audio files, the queue event duration should automatically be set to the duration of the single play audio file or files.
4 votes -
In-Queue-Callback Number Restriction To Prevent Misuse
The RingCX Callback feature currently allows users to enter an alternative number for a callback, with the sole restriction being that the number must originate from the same country as the inbound ANI country code.
However, there is a potential risk of abuse by malicious actors or scammers, who could exploit this feature to generate revenue for themselves by using premium rate numbers for the callback, resulting in financial implications for our customers.
To mitigate this risk, I would like to suggest implementing the ability to restrict specific numbers from being used for callbacks by creating a blacklist.
29 votes -
Compliance - Remove my data email button
California, Virginia, Colorado, Connecticut, Texas, Oregon, Delaware, Maryland all have comprehensive data deletion requirements, and it would be helpful to have a standardized 'button' that allows for an email to be sent to a specific defined email address that can be actioned by supervisors/staff. The email would contain the lead data needed: Account, Campaign, date time stamp, lead phone, name, address, city, st, zip. notes. Similar to an email that is generated off of a disposition notification but without having to have a gazillion dispositions created for this.
1 vote -
Ability to Assign Company Main Number Directly to RingCX Call Queues
Currently, the company’s main phone number cannot be directly assigned to RingCX call queues, requiring a workaround by forwarding calls to a different number. This creates additional setup complexity and potential for misrouting. Requesting a feature to allow direct assignment of the company main number to RingCX call queues for simplified configuration and improved call handling efficiency.
1 vote -
Custom callback prompts
We need the ability to use custom audio files for the Callback in queue prompts. It is disruptive for the caller to hear different voices while interacting with the business.
12 votes -
Enable Recording for Dialer Calls that are detected as Machine Answered
Request to enable call recording for Dialer Calls that are detected as machine answered.
1 vote -
1 vote
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Real time dash board for dialing campaign
We need a real time dashboard where we can find the phone number that's being dialed out by our outbound campaign and for it to display the actual DNIS.
1 vote -
Native CRM Integration for Lead Interaction History
Currently, preserving a permanent record of all lead interactions requires a complex API integration to push logs to the client’s CRM, creating administrative overhead and potential for data gaps.
This feature request proposes a native CRM integration within RingCentral to automatically sync all lead interaction history, enabling:
Seamless tracking of communications across platforms.
Reduced dependency on custom API development.
Improved data accuracy and accessibility for reporting and compliance.The goal is to simplify CRM management, enhance data integrity, and improve workflow efficiency for agents and admins.
1 vote -
Integrated Messaging Within the Dialer
Currently, agents must leave the dialer to send SMS messages, navigate to a separate section, and manually copy-paste phone numbers, disrupting workflow and reducing efficiency.
This feature request proposes integrating SMS and other digital communications directly within the dialer interface, allowing agents to:
Send messages without leaving the dialer.
Maintain context on the lead or customer they are engaging with.
Reduce time spent switching between screens, improving productivity and user experience.The goal is to streamline agent workflows, minimize errors, and enhance communication efficiency within the RingCentral platform.
1 vote -
Enhanced Dialer & Voicemail Control for Agents
Currently, RingCentral’s dialer and voicemail functionalities limit agent flexibility and efficiency. Personalized voicemail drops require an admin to create a separate campaign-level disposition for each agent’s custom recording, making it unscalable for teams. Additionally, in Progressive Dialer mode, agents cannot stop or cancel a call once the system begins dialing, which disrupts workflows and reduces operational control.
This feature request proposes enhancements to provide agents with:
Scalable, agent-specific voicemail options without needing manual admin configuration.
The ability to cancel or stop calls in progress within the Progressive Dialer to improve responsiveness and control.These improvements aim to streamline agent workflows,…
1 vote -
Enhanced Lead & Campaign Management for Improved Agent Efficiency
Currently, RingCentral’s campaign and lead management capabilities limit agents and admins in several key ways: leads expire unpredictably, there are only five campaign priority levels, and re-uploading lead lists creates duplicate records while losing historical interaction data. Agents cannot filter leads within an active campaign to target calls effectively, and campaign assignment is entirely manual, preventing the system from automatically distributing leads to available agents.
This feature request proposes a comprehensive upgrade to the lead and campaign management experience, including:
Expanded and configurable campaign priority levels.
Ability to merge duplicate leads while preserving historical interaction data.
In-campaign lead filtering for…
1 vote -
Please modify current UI for transfers to allow for usage of only corporate directory.
Currently; the "Internal" transfer tab results would be utilized to transfer an RCX call to another RCX agent who is logged in to the platform. The "Corporate Directory" transfer tab results would be utilized to transfer an RCX call to a users REX ext.
The overall ask is to have there be a global directory that shows all results together, rather than have the separation of these results between multiple transfer tab types (Internal Transfer and Corporate Directory being two examples)
2 votes
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