1665 results found
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RingCX Inbound Queue Reconciliation & Unclassified Exit Visibility
We request a native, system-calculated metric in RingCX Analytics that automatically reconciles the total Queue Inbound Interactions (Presented) against all final outcomes (Answered, Abandoned, Callback, and Deflected). Currently, a significant volume of interactions falls into a catch-all "Other" bucket due to system-level disconnects or unclassified IVR exits, requiring complex manual reconciliation. This enhancement should provide a clear, granular breakdown of Unclassified Queue Exits and a pre-calculated "Total Outcomes" column to ensure every presented call is accounted for with 1:1 accuracy without manual spreadsheet work.
3 votes -
Add two more drop-down menus in RingCX Digital Disposition (for a total of three) alongside the existing “Notes” text field.
Add two more drop-down menus in RingCX Digital Disposition (for a total of three) alongside the existing “Notes” text field.
Use Case: This will allow agents to categorize interactions more effectively with:
Notes (text field)
Disposition (drop-down)
Category 1 (drop-down)
Category 2 (drop-down)
9 votes -
We need to be able to separate CIDS in Outbound caller ID by client so we can have agents working for one client not see or be able to pick
We need to be able to separate CIDS in Outbound caller ID by client so we can have agents working for one client not see or be able to pick caller Ids for another client when doing manual calling
22 votes -
Enable the creation of Requeue Shortcuts in RingCX for Service Cloud Voice.
The customer wants to have the option to create requeue shortcuts in RingCX for Service Cloud Voice.
1 vote -
RingCX- Ability to upload Audio File and change the system default audio
RingCX- Ability to upload an Audio File and change the system default audio
14 votes -
Disable phone number recognition
Disable phone number recognition.
Currently, the RingCX Email interface automatically injects a Telephone Icon and click-to-dial hyperlink onto all numerical strings in email replies. This behavior is overly aggressive and frequently misidentifies non-phone data (such as Reference IDs, SKU numbers, and currency) as dialable numbers.3 votes -
Auto-Reply Email Handling in RingCX
Overview:
Currently, RingCX filters out auto-reply messages, such as out-of-office notifications and does not assign them through the platform. While this may reduce noise in some workflows, these messages are critical to our business operations, as they provide visibility into partner and internal availability.
Current Limitations:
-Auto-reply emails are not surfaced in the Digital Channels interface. > Auto-reply emails show in "All Messages" in the New status, but never assign to agents automatically in the "My messages" mode.
-Teams lack visibility into availability updates, which can lead to missed follow-ups or delayed responses.
-There is no option to configure how…5 votes -
Remove authentication requirement for accessing call transcript URLs
Description:
Currently, users are required to log in before they can access transcript URLs. We would like to request an enhancement to allow direct access to transcript URLs without requiring authentication.Current Behavior:
- When a transcript URL is accessed, the system prompts the user to log in
- Users must authenticate even when the link is already shared internally or externallyRequested Behavior:
- Transcript URLs should be accessible without requiring a login
- Access should be granted directly via the URL (read-only view preferred)
- Optional: ability to set security controls (e.g., token-based or time-limited access)Business Impact:…
1 vote -
RCX | DNC list bulk removal
Have the option to bulk remove the DNC list. Currently the customer can only remove 1 by 1. This will help save time for the customer that wants to remove the DNC list manually in bulk.
5 votes -
Enable DNIS notifications for numbers routed through RingCX Workflows
Enable DNIS notifications for numbers routed through RingCX Workflows
The customer is requesting the ability to configure missed call notifications specifically for their RingCX inbound traffic.
1 vote -
Option for AI Summary that is triggered when a specific disposition is used.
Would like an option for AI Summary that is triggered only when a specific disposition is used.
1 vote -
BeeTexting and Salesforce
Request enhancement for coexistence support between RingEX for Salesforce and BeeTexting Shared Inbox, specifically to improve or preserve accurate contact ownership attribution when both solutions are used simultaneously within Salesforce.
1 vote -
Ignored/Muted Messages Reporting
We would like to be able to have either a report that can be scheduled or an alert that sends a message when a digital interaction has been ignored or muted. We are experiencing issues where messages are being auto-ignored or ignored accidentally by an agent and we need to be able to see and review when that happens to make sure that the interaction didn't actually require a response.
1 vote -
Local bucket/connect based RingCX analytics report
Local bucket/connect based RingCX analytics report. A kind of report/custom report that will show the usage of their local connect/bucket.
9 votes -
Qualified Dispositioned Break out/Drop Down Report
Dialer: They would want a complete list of positively dispositioned lead that generated. Customer stated that they would want a separate list/stand alone reporting (Specified Qualified disposition excel/.csv file).
8 votes -
To Have Start and End Time Attributes in RingCX for Salesforce
We would like to request the addition of attributes in RingCX for Salesforce that capture both start and end times. This functionality would provide better tracking, reporting, and integration with workflows, ultimately improving visibility and efficiency for users.
7 votes -
Allow RingCX alerts to be sent to multiple selected users
It would be highly beneficial if RingCX alerts allowed Admins to select multiple users as recipients within a single alert configuration.
At present, alert routing appears to require either:
Single-user targeting, or
Separate configurations per user
This increases administrative overhead and makes alert management more difficult at scale.
Enhancing this to support multi-user selection would:
Reduce duplication of alert configurations
Improve scalability for larger teams
Ensure consistent notification distribution
Simplify ongoing maintenance
This is especially important for operational alerts that need to notify multiple Supervisors or stakeholders simultaneously.
2 votes -
Automatic Queue Log Out After Configurable Inactivity / Time Threshold
It would be highly beneficial to introduce a configurable automatic log-out feature for agents after a specified time threshold (e.g. end of shift or defined inactivity period).
Key requirements:
Admin-defined time threshold
Agents on an active call at the time of trigger would not be interrupted
Once the active call ends and the agent submits the disposition, they should not return to Available, instead, they should automatically be logged out of all queues
This would:
Improve queue governance and SLA integrity
Prevent agents remaining accidentally logged in after shifts
Reduce manual supervision effort
Support stronger adherence and workforce management controls
…
2 votes -
Simultaneous Ring option for Call Queues/Skill
It would be nice to have an option to ring all agents simultaneously under a Call Queue. This would:
• Provide the possibility of a shorter wait time for callers
• Avoid caller abandons
• Help in user data analyzation on who picks up the most/least calls19 votes -
Update Documentation – Remove/Revise “Global Audio” Instructions
Article Reference:
https://support.ringcentral.com/article-v2/Uploading-an-audio-file-in-RingCX.html?brand=RingCentral&product=RingCX&language=en_USSummary:
Request to update the existing support documentation for uploading audio files in RingCX by removing or revising references to the “Global Audio” option to prevent confusion for users who do not have access to this feature.Problem Statement:
Customers following the current documentation encounter confusion when instructed to use the “Add Global Audio” option, as this feature is not visible or available in all accounts or environments. This leads to:Misalignment between documentation and actual UI
Increased support inquiries
Delays in customer configurationCurrent Behavior:
The article includes steps referencing the Global Audio feature, which is…1 vote
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