1180 results found
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The ability to adjust auto-replies and forwarded email spacing through email templates customization.
The ability to adjust auto-replies and forwarded email spacing through email templates customization.
2 votes -
Native Call Waiting Functionality with Real-Time Caller ID Visibility for In-Queue Callers in RingCX Agent Interface
Add a native feature to display Caller ID (name and number) of waiting callers (2nd, 3rd, etc.) within the active call screen in the RingCX Agent interface.
Current Limitation:
Agents are currently unable to see Caller ID information for waiting calls unless they leave the active call view and manually navigate to other areas like the Analytics or Supervisor tabs. This creates a disjointed experience and impacts real-time decision-making.Use case:
An agent is currently engaged in a live call. While speaking, they can glance at the interface and see the next caller waiting — “John Smith | (555) 123-4567…1 vote -
Agent State
Make Agent States by Agent and not a global setting.
1 vote -
Add a Holiday event on RingCX queues
RingCX queues do not follow the holiday schedule set up under Voice>Account Settings>Holidays and consequently holidays need to be setup manually as a business hours overdrive which is a long and tedious process.
Having a RingCX holiday queue event added under the queue's "queue events" menu that would follow the holidays setup under the account settings and allow admin to configure where to route the calls to if a holiday would be a tremendous setting addition and a total gain of time for admins.2 votes -
SPOG: Automatically set caller id
The Issue:
Right now, when agents log out and back in, the system defaults to showing the RingCX caller ID. This is how it’s designed, but it means agents have to remember to switch to their RingEX extension before making a call if they want their extension to show. It’s easy to forget and leads to the wrong caller ID being used.Suggested Feature:
Make the system automatically pick the right caller ID based on the kind of call:If it’s a call from a RingCX queue, show the queue or company main number.
If it’s an internal call (extension…
2 votes -
RingCX agents able to see the total duration of their agent states for the day
We would like our RingCX agents able to see the total duration of their agent states for the day so that they can keep track of the times they are really working.
6 votes -
Synchronization of External Shared Contacts between RingEX and RingCX Directories
Feature Request: Synchronization of External Shared Contacts between RingEX and RingCX Directories
Request Overview: The customer requests the ability for external shared contacts that appear in the RingEX company directory to also be visible in the RingCX directory.
Current Behavior: Currently, external shared contacts added to the RingEX company directory do not automatically appear in the RingCX directory. This lack of synchronization requires users to manually add or manage contacts across both platforms, resulting in duplication of efforts and potential discrepancies between directories.
Requested Enhancement: Enable automatic synchronization of external shared contacts between the RingEX company directory and the RingCX…
14 votes -
Historical Reporting handle count for digital channels in RingCX
On the historical reporting, when a supervisor or any user view a digital conversation in RingCX it is being counted as interaction handled of that user although the interaction was not assigned to them.
Sample report wherein the digital interactions were counted as handled:
Interactions details report
Interactions overview report
Agent Activity ReportIt should not be counted as handled as the interactions were never connected to them. The users only view the interaction for other purposes (quality and/or review of the conversation).
5 votes -
RingCX Feature Enhancement | Allow Administrator to change User Role from Analyst to Editor
RingCX Feature Enhancement |
Allow Administrator to change User Role from Analyst to Editor
Currently Admin can only see "Viewer" and "Analyst".Related Article:
2 votes -
Dynamic Caller ID from RCX Front
We’d like to request a change to support displaying the caller ID dynamically from the RCX front, instead of using a static value. It should display a more generic value like "Internal RCX Call" or the actual caller ID of the RCX agent, depending on their configuration.
Currently we are seeing random numbers (027837475)
1 vote -
Attachment limit increase
Increase the attachment limit for the customer and their clients to attach files more than MB
3 votesPlease provide details on email implementation
- Posmark
- Imap/Smtp, if yes then which provider
What is the actual limit encountered and what limit is desired. Inbound our Outbound?
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Retrieve calls count from RingCX with specific time range
Customer is requesting how many calls they get monthly in RingCX during weekends and after hours (before 9 AM and after 7 PM). Reporting should have an option to select specific time range or specific days in a week.
2 votes -
Add Text-to-Speech Option for Automated Voicemail Greetings in RingCX
We request the addition of a Text-to-Speech (TTS) option for automated voicemail greetings within the RingCX platform. This feature would allow administrators and supervisors to create and manage professional-sounding voicemail messages by simply typing out the desired text, which the system would then convert into speech using built-in TTS capabilities.
2 votes -
Display User Extension Number When Transferring From RingCX To RingEX
Ability to display user extension number of the transferring agent when a call is being transferred from RingCX to RingEX users.
Whenever an agent from RingCX transfers a call to a RingEX agent, the RingEX user would like to see who internally from RingCX agents are calling them helping them easily identify who from the RingCX agent are calling them.
18 votes -
Ability to Disable RingCX button inside the Glip while keeping RingAgent
Businesses who have the RingAgent button on the RingCentral desktop app. should have the option to remove the existing RingCX button on the RingCentral app. without losing the other one which is the RingAgent.
It would help to avoid confusion with the users in accessing the RingCX since they are using different audio paths. The RingCX button uses the Integrated softphone on RingCX and the RingAgent will use the audio path on RingCentral glip.
8 votes -
CNAM feature for Canada
We would like to use the CNAM feature for Canada outbound calls. Currently this is not an option.
109 votes -
Full Access User Visibility to Real-time DNC Integration Field
In RingCX, allow Full Access Users to see the Real-Time DNC Integration field in Campaign settings.
Currently, only super admin views have access to this field.
2 votes -
Add manual dialing for referred customers
When some potential customers mention that they know someone who is looking for or needing our services and want to give us their number, or when they indicate that their spouse is the one we need to speak to and volunteers their number - it would be ideal and a great aid if we were actually able to use that information to take advantage of the presented opportunity and cease the moment and get referred customers.
1 vote -
API Support for Retrieving Agent Availability and Offhook State Without Event Subscriptions
Request to add a new RingCX API endpoint that allows retrieval of agent availability and offhook state directly, without the need to use event subscription mechanisms. This feature would enable easier and more flexible integration for monitoring agent statuses in real-time.
1 vote -
Customizable Agent State in RingCX
Agent cannot receive SMS and other Digital interactions when they are in an "Away" State.
They are required to be in "available" to take those digital interaction, but at the same time, get incoming call.
It would be better if we can customize agent state in ringcx where agent will only get digital interaction and not inbound call.
2 votes
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