1180 results found
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Hubspot List Loader
For ease of lead management, looking to get a List Loader tool for Hubspot similar to the one available for Salesforce: https://support.ringcentral.com/article-v2/uploading-and-managing-salesforce-leads-in-ringcx-with-lead-list-loader.html?brand=RingCentral&product=RingCX&language=en_US
This will optimize managing the dialer lists, enabling users to upload leads without needing to build APIs in Hubspot.
1 vote -
RingCX Billing and Inventory & Usage Portal
There are some confusion regarding the details of licenses available between RingCX and RingEX (Admin Portal). This request proposes the addition of a dedicated Billing and Inventory & Usage section within the RingCX platform to provide clear and separate visibility of RingCX licenses, packages, and usage details.
1 vote -
RingCX Agent list_The customer want to pull up lists of active agents using the RingCX platform.
The customer is looking for an option to pull up lists of active agents using the RingCX platform.
1 vote -
Option to see the number of calls are in queues and agents statistics
currently an agent cannot be logged into bot the Ringcx web app and the RingCX Salesforce integration. This means agents that use salesforce with the ringcx integration cannot see how many calls are in the ques they log in to or their agent stats. Please make that information available to the ringcx salesforce integration
7 votes -
💡 Feature Request: Conditional Call Routing for Supervisors Within Shared Queue
Summary:
Enhance queue logic to allow conditional call routing to supervisors who are part of the same queue but should only receive calls flagged as escalations or transfers from agents, while remaining in Available status.Current Limitation:
In the current setup, any supervisor assigned to a queue and set to Available will receive regular inbound queue calls unless they manually switch to a different status (e.g., Working) to avoid being routed normal contacts. This manual workaround is not ideal, as supervisors must remain Available to handle warm transfers or escalation scenarios from frontline agents.Proposed Enhancement:
Introduce an optional "Escalation-Only…2 votes -
Add Voicemail Transcription for Contact Center
Currently there is no voicemail transcription offered in RingCX like we are provided with RingEX. This would be a massive time saver for high volume Contact Centers.
12 votes -
RingCX Add Bulk Disposition
Add bulk or add the same disposition on different queues to avoid manually adding disposition to match the other queues and to save time
3 votes -
RCX Real time Long Abandon Metrics
When looking at the Analytics in the Real-time Dashboard, Long Abandons is not available as a field for us to report on, only Short Abandons. Reporting on Short Abandons is not very useful, as we would be reporting on the number of customers that called us, then quickly put the phone down, which is not useful data. Long Abandons, however, would give us a report showing how many people waited in the queue and then left, signifying that they waited too long.
It would be more useful to add in the "Long Abandons" field so we can show the number…
3 votes -
Feature Request: Report on Transferred Call Destinations in RingCX
I am writing to submit a feature request for RingCX that would greatly benefit our clients. Specifically, I am looking for the ability to generate a report that details the specific numbers to which calls are being transferred.
Use Case:
One of our clients has requested this feature to analyze their call transfer data. They need to determine the percentage of inbound call volume that is being transferred back to an internal IT phone number. This data is crucial for them to optimize their call routing and improve overall operational efficiency.Requested Feature:
Report Type: Call Transfer Destination Report
Details…12 votes -
Auto populate AI Summary in Email Templates when dispositioning a call
Add a tag or variable in RingCX "Email Templates" that dynamically inserts AI-generated call summaries. This would enable the system to automatically include the summary of a call in a follow-up email sent to the caller after the call has been dispositioned.
This enhancement streamlines post-call communication, improves customer experience, and ensures that key conversation details are accurately and consistently conveyed via email without requiring manual input.
2 votes -
Dialing Timezone For Arizona Be Set To MST and MDT Accordingly In The Dialer Campaign On RingCX
Customer notices that RingCX preview dialer campaign appears to be making calls to AZ outside of the scheduled hours. Customer wants to set the dialing timezone for Arizona to be set to MST and MDT to particular locations in AZ in the dialer campaign on RingCX so that their dialer dials AZ phone numbers on their set hours. There are locations in AZ that follow MDT and other locations follow MST.
2 votes -
SMS Historical Reporting
Would like the the ability to see History of all texts sent and received from a specific dispatcher.
Today: you can pull by channel but not on an individual basis.2 votes -
Real Time Inbound Navigation Updates
Looking for an easier way to click into details under Real Time Queues
- If 5 calls were abandoned, would like the ability to click on the abandoned calls and see which ones they were / get the details of those calls. Would like to have a tab when you click on the queue that shows each call detail (what happened to that call (connected, abandoned, etc.), who called in, what time, was it missed, etc)
- Currently when you click on the queue, only shows the active calls and which agents are logged into the queue.2 votes -
Simplify Holiday Scheduling
Would like to be able to shift their queue schedules in a week to the next day when there is a holiday. Have already looked into business hours override, but would like a more simplified approach.
2 votes -
Log Internal Calls | RingCX For SalesForce
Ability to log internal calls (calls made from RingCX for Salesforce to RingEX extensions)
The current CRM app only supports logging calls for external contacts, but not for the corporate directory (RingEX extension).2 votes -
RingCX Additional Call Events
In RingCX, create additional call events in which When a missed call occurs or When a callback is initiated or completed, the system will send automated emails to a specified recipient or distribution list based on these triggers.
2 votes -
RingCX Phonebook Export option
Title: Add Export Option for Phone Book in RingCX
Description:
It would be highly beneficial to have an Export option for the Phone Book in RingCX. This feature would allow users to easily back up, share, or manage contact data outside the platform. Currently, there is no built-in way to export entries, which limits flexibility and efficiency for users managing large contact lists.Use Case:
Users need to extract contact information for reporting, auditing, or migration purposes. An export function (e.g., to CSV or Excel) would streamline these tasks and reduce manual effort.1 vote -
providing video of screen while on a call
providing video of screen while on a call
1 vote -
Call queue extension and Phone numbers must also display in the RingCX Corporate directory
When searching the Phonebook directory in RingCX, both the queue extension and the associated phone number should be displayed—even if the number is directly linked to the RingEX Call Queue group extension. The customer requests that the RingCX directory experience mirror the behavior and data visibility currently provided in the RingEX directory.
Current Behavior:
In RingCX, when users search the Phonebook directory, only the call queue name and extension are displayed. The associated phone number is not shown, even if one exists.Expected Behavior:
While using the keypad in the RingCX app, as users begin typing a queue name, the…2 votes -
ringcx for salesforce queue name
- Additional details for the feature that you are requesting: Requesting the source Queue to be visible when a call is received in Salesforce
- What is your use case for this feature request? We are a multi-branded company. When a call comes in, the phones team would like to be able to answer with the correct prompt (eg: "Thank you for calling <brand>, how can I help you?")
- What problem are you trying to solve or what problems does the current functionality cause? This is functionality that is available when using RingCX in the browser, but is not available in Salesforce.…
1 vote
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