1575 results found

1. Feature Request: Scheduled Callbacks for Voice Queue Dispositions

   Feature Request Title: Scheduled Callbacks for Voice Queue Dispositions

   Product Area: RingCX — Voice Queues / Dispositions / Queue Callback Lists

   Feature Request:

   Add a Schedule Callback option to Voice Queue dispositions. When an agent selects this disposition, they should be able to specify the callback date, time, phone number, and optional notes.

   The scheduled callback should then appear in the Queue Callback Lists tab and notify the appropriate agent when it becomes due.

   Requested notification and dialing options:

   • Display an alert, banner, or persistent notification telling the agent that a scheduled callback is due and needs to be completed.

   • Optionally allow RingCX to automatically dial the scheduled callback when the assigned agent’s state changes to Available.

   • If the original agent is unavailable, optionally allow the callback to be handled by another eligible agent in the queue.

   • Show the callback’s status, such as Scheduled, Due, In Progress, Completed, Missed, or Rescheduled.

   • Allow authorized users to reschedule, reassign, or cancel a pending callback.
   Record the callback activity in the interaction history and reporting.

   Example Workflow:

   1. An agent completes a Voice Queue interaction.
   2. The customer requests a callback at a specific date and time.
   3. The agent selects Schedule Callback as the Voice Queue disposition.
   4. The agent enters the callback schedule and saves it.
   5. The callback is added to the Queue Callback Lists tab.
   6. When the callback becomes due, RingCX displays an alert or banner to the agent.
   7. Depending on the configured behavior, the agent can manually start the call, or RingCX automatically dials the customer when the agent becomes available.
   8. The callback result is recorded and the item is removed from, or marked completed in, the callback list.

   Business Need:

   Voice Queue agents often receive requests to call customers back at a specific time. Without a native scheduling workflow, agents must rely on external calendars, notes, or manual reminders. This creates a risk of missed callbacks, inconsistent customer experiences, and incomplete reporting.

   Adding scheduled callbacks directly to Voice Queue dispositions would centralize callback management, improve agent accountability, reduce missed customer commitments, and provide better operational visibility.

   Important Distinction:

   This request is specifically for Voice Queue dispositions. It is separate from the existing scheduled-callback functionality associated with Campaign Dialer dispositions. The requested feature should work for inbound or Voice Queue interactions and integrate with the Queue Callback Lists workflow.

   Acceptance Criteria:

   • Agents can schedule a callback from a Voice Queue disposition.
   • The callback date, time, time zone, phone number, and notes can be captured.
   • The scheduled callback appears in the Queue Callback Lists tab.
   • The assigned agent receives a visible notification when the callback becomes due.
   • Administrators can configure manual dialing or automatic dialing when the agent becomes available.
   • RingCX prevents multiple agents from calling the same callback simultaneously.
   • Missed or overdue callbacks remain visible and can be escalated or reassigned.
   • Callback attempts and final outcomes are included in interaction history and reporting.

   Feature Request Title: Scheduled Callbacks for Voice Queue Dispositions

   Product Area: RingCX — Voice Queues / Dispositions / Queue Callback Lists

   Feature Request:

   Add a Schedule Callback option to Voice Queue dispositions. When an agent selects this disposition, they should be able to specify the callback date, time, phone number, and optional notes.

   The scheduled callback should then appear in the Queue Callback Lists tab and notify the appropriate agent when it becomes due.

   Requested notification and dialing options:

   • Display an alert, banner, or persistent notification telling the agent that a scheduled callback is due and needs to be… more

   5 votes

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   New  ·  0 comments  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
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2. Ability to back-up/export and Import/restore a RealTime Dashboard/Wallboard

   I have a wallboard that took quite a while to develop and perfect and get sign-off on, and it's attached to an admin user that RC wants to remove and re-create to solve a different issue.

   There is currently no way to back-up/restore a realtime dashboard/wallboard.

   Because of a hierarchy issue, my user cannot even "share" the dashboard with another active admin (related to the issue causing the remove/re-create situation)

   Other areas in CX solved this by allowing export to JSON etc. Please add a backup option.

   9 votes

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   New  ·  1 comment  ·  Realtime & historical analytics  ·  Delete…  ·  Admin →
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3. Sync RingCentral Desktop Application With RingCX

   RingCentral should implement a call status synchronization between the RingCentral Desktop application and RINGCX. When you are on a call using your RingCentral desktop application, this status should be reflected in real time to RINGCX preventing the RingCX app from present you an additional incoming call.

   Key Points:
   1. Real Time Status Updates: Both RingCentral Desktop and RingCX should be able to communicate real time call statuses to each other. When you answer or make a call on one platform, the other should recognized that you're on an active call.

   1. Presence Integration: Leverage the user presence feature to reflect an "on -call" status across all platforms. This willhelp ensure that RingCX acknowledges when you are engaged on a call via the RingCentral Desktop app.

   2. Unified Call Management: By integrating call management across RingCentral and RINGCX you can avoid duplicate call notifications, ensuring a seamless experience regardless of which platform you are using.

   3. APIs or SDKs: if not available RingCentral could introduce APIs or SDKs that allow for better communication between the desktop application and the RingCX system, allowing both to update each other in real time when calls are initiated or received.

   RingCentral should implement a call status synchronization between the RingCentral Desktop application and RINGCX. When you are on a call using your RingCentral desktop application, this status should be reflected in real time to RINGCX preventing the RingCX app from present you an additional incoming call.

   Key Points:
   1. Real Time Status Updates: Both RingCentral Desktop and RingCX should be able to communicate real time call statuses to each other. When you answer or make a call on one platform, the other should recognized that you're on an active call.

   1. Presence Integration: Leverage the user presence feature to reflect an… more

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   Planned  ·  27 comments  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
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4. Preserve Caller ID When Transferring from RingCX to RingEX

   Product Area(s):

   RingCX (Contact Center)

   RingEX (Phone System / MVP)

   Call Handling & Caller ID Display

   Current Behavior:
   When an external call is routed through a RingCX queue and answered by an agent, and the agent then transfers the call to a RingEX user (via warm or blind transfer), the RingEX recipient currently sees the original external caller’s phone number as the caller ID.

   There is no visibility into which RingCX agent initiated the transfer. This can lead to confusion, lack of internal context, and inefficiencies in how the transferred call is handled.

   Requested Enhancement:
   Introduce a configurable caller ID display option for calls transferred from RingCX to RingEX, allowing the receiving RingEX user to see:

   The transferring RingCX agent’s name and/or extension

   The original external caller ID

   Or both, depending on the administrator's preference

   This setting should be manageable at the admin level, and ideally configurable per queue or user group, to align with various business workflows.

   Business Justification / Use Case:
   Many RingCX customers operate in high-volume, multi-agent environments where external calls are frequently transferred to subject matter experts, team leads, or support departments using RingEX extensions.

   The current behavior limits visibility into who initiated the transfer. This causes issues such as:

   RingEX users answering calls with no internal context, unsure if it’s a direct customer call or a handoff.

   Delays in handling the call properly due to lack of warm introduction cues.

   Difficulty in tracking agent performance or follow-up responsibility, as the handoff origin is not visible.

   Missed opportunity to personalize the response or acknowledge the agent who transferred the call.

   With the requested feature, organizations can streamline their workflows, reduce miscommunication, and provide a smoother, more professional customer experience.

   Benefits:

   Enhances internal communication clarity during transfers

   Enables faster and more informed call handling

   Supports accountability and training, especially in customer support or sales teams

   Aligns with existing behaviors seen in some legacy PBX or call center solutions

   Adds flexibility for businesses to define how caller ID should appear in hybrid RingCX–RingEX environments

   Priority:
   Medium to High – This enhancement would significantly improve day-to-day operational efficiency, particularly for businesses that rely on frequent call transfers between RingCX and RingEX users.

   Workaround (if any):
   There is currently no workaround to modify caller ID presentation on RingEX when calls are transferred from RingCX. Some customers attempt to inform the RingEX user via chat or email, but this is not scalable or reliable in real-time.

   Product Area(s):

   RingCX (Contact Center)

   RingEX (Phone System / MVP)

   Call Handling & Caller ID Display

   Current Behavior:
   When an external call is routed through a RingCX queue and answered by an agent, and the agent then transfers the call to a RingEX user (via warm or blind transfer), the RingEX recipient currently sees the original external caller’s phone number as the caller ID.

   There is no visibility into which RingCX agent initiated the transfer. This can lead to confusion, lack of internal context, and inefficiencies in how the transferred call is handled.

   Requested Enhancement:
   Introduce a configurable caller ID… more

   49 votes

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   Future Consideration  ·  3 comments  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
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5. Require Notes for Disposition Needed for Digital Queues

   In a Voice Queue, when the "Other" disposition is selected, there is an option to require agents to enter notes. This setting can be found in the RingCX platform by navigating to:

   Voice Queue Dispositions → Select the "Other" disposition → Edit Voice Queue Disposition

   Within the disposition settings, there is a "Require Note" checkbox that can be enabled to make notes mandatory when agents select that disposition.

   However, when navigating to Digital Queue Dispositions and editing the "Other" disposition, there is no equivalent "Require Note" checkbox available.

   The customer would like to have the same functionality available for Digital Queue Dispositions, allowing administrators to require agents to enter notes when selecting a disposition in a digital queue.

   In a Voice Queue, when the "Other" disposition is selected, there is an option to require agents to enter notes. This setting can be found in the RingCX platform by navigating to:

   Voice Queue Dispositions → Select the "Other" disposition → Edit Voice Queue Disposition

   Within the disposition settings, there is a "Require Note" checkbox that can be enabled to make notes mandatory when agents select that disposition.

   However, when navigating to Digital Queue Dispositions and editing the "Other" disposition, there is no equivalent "Require Note" checkbox available.

   The customer would like to have the same functionality available for Digital… more

   3 votes

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6. Transcript URL in Historical Reports

   The ability to make Transcript URL links in Historical Reports clickable, similar to the functionality currently available in the Historical Dashboard. At present, transcript URLs in Historical Reports are displayed as plain text.

   When accessing the Historical Dashboard > Standard > Interactions Overview > scroll down to “Interaction Summary, Transcript and Recording”. The customer can see the "Transcript URL" as a link.

   But when going to Historical Reports > Standard > Search for "Transcript" > Select any of the 2 reporting > The "Transcript URL" is not showing as a link.

   5 votes

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   New  ·  2 comments  ·  Realtime & historical analytics  ·  Delete…  ·  Admin →
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7. Ability for agents to manually schedule a callback for a customer without using dialer

   Ability for agents to manually schedule a callback for a customer without using dialer with the following requirements:
   1. The agent needs to have the ability to set the date and time the callback has to be scheduled.
   2. The callback has to be scheduled to the agent's "queue" and not to the agent specifically
   3. At the time of the callback, the agent has to be notified and the agent has to have a way to decline the scheduled callback.

   9 votes

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   New  ·  1 comment  ·  Interaction routing, workflow & queuing  ·  Delete…  ·  Admin →
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8. Custom Time for DNC

   We would like the ability to be able to disposition a number that gets added to the DNC list, but only for a certain amount of time.

   For example, we place an OB call, and disposition it to go on the DNC list for 7 days. Once the 7days is up, the number can be called again.

   The timer will help allow for us to not have to remove numbers manually from the DNC list.

   9 votes

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   New  ·  2 comments  ·  Automated outbound dialing, campaign & lead mngmt  ·  Delete…  ·  Admin →
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9. Native Mass Email Campaigns / Broadcasts

   Description:
   Currently, RingCX handles 1-to-1 email ticketing and interactions excellently, but it lacks the native ability to execute outbound mass email campaigns or broadcasts.

   Use Case:
   Many of our customers frequently need to send mass announcements, policy updates, or marketing emails to large distribution lists directly from their contact center platform.

   Business Value:
   Adding a native mass-email campaign feature within RingCX (Digital experience) would allow businesses to manage both inbound customer service and outbound mass communications in a single, unified platform. This provides a much smoother omnichannel experience and prevents customers from having to purchase and complexly integrate separate third-party email marketing tools just to send basic broadcast emails.

   Description:
   Currently, RingCX handles 1-to-1 email ticketing and interactions excellently, but it lacks the native ability to execute outbound mass email campaigns or broadcasts.

   Use Case:
   Many of our customers frequently need to send mass announcements, policy updates, or marketing emails to large distribution lists directly from their contact center platform.

   Business Value:
   Adding a native mass-email campaign feature within RingCX (Digital experience) would allow businesses to manage both inbound customer service and outbound mass communications in a single, unified platform. This provides a much smoother omnichannel experience and prevents customers from having to purchase and complexly integrate separate third-party… more

   9 votes

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   New  ·  0 comments  ·  Digital experience  ·  Delete…  ·  Admin →
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10. Admins do not have access to users' AI notes or transcripts.

    current limitation with AI notes and transcripts is that, while we store them securely and do not share them externally, Admins do not have access to users' AI notes or transcripts.

    8 votes

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    New  ·  0 comments  ·  AI quality management  ·  Delete…  ·  Admin →
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11. RCX | API for Workflow Custom Fields Retrieval

    Problem Statement:
    Currently, custom data collected during call workflows—such as DTMF survey responses configured with "Save Input for Reporting" or custom key-value pairs written via ivr.putReportField()—are only visible inside RingCX Historical Analytics (e.g., Workflow Detail with Custom Fields) and manual/scheduled CSV exports.

    There is no supported public REST API endpoint (including interaction-metadata or recording/WFM APIs) that exposes these custom workflow report fields programmatically after an interaction completes.

    For customers who need to feed IVR survey results or custom workflow variables (e.g., note_reco, AgentName, customer ratings) into external CRMs, BI tools, or internal databases via API, the current manual export processes create operational friction.

    Proposed Solution / Feature Request:
    Provide a public REST API capability to query and extract custom workflow reporting fields. Specifically:

    API Endpoint Expansion: Add an endpoint (or expand the existing Integration/Interaction Metadata API) that accepts a UII (Unique Interaction Identifier) or date range and returns all captured Custom Field Name / Custom Field Value pairs associated with that call.

    Standard Response Payload: Ensure the response JSON schema includes standard call metadata along with all values saved via "Save Input for Reporting" and ivr.putReportField().

    Use Case & Business Value:
    Automated Survey Data Sync: Allows businesses running CSAT/NPS surveys in RingCX Workflow Studio to automatically ingest customer scores into CRMs (like Salesforce or Zendesk) or data warehouses without requiring manual CSV exports or inline HTTP nodes during the call.

    Streamlined Reporting: Enables developers to build custom reporting dashboards outside of RingCX using official, supported public APIs.

    Problem Statement:
    Currently, custom data collected during call workflows—such as DTMF survey responses configured with "Save Input for Reporting" or custom key-value pairs written via ivr.putReportField()—are only visible inside RingCX Historical Analytics (e.g., Workflow Detail with Custom Fields) and manual/scheduled CSV exports.

    There is no supported public REST API endpoint (including interaction-metadata or recording/WFM APIs) that exposes these custom workflow report fields programmatically after an interaction completes.

    For customers who need to feed IVR survey results or custom workflow variables (e.g., note_reco, AgentName, customer ratings) into external CRMs, BI tools, or internal databases via API, the current manual export processes… more

    4 votes

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    New  ·  0 comments  ·  Integrations & APIs  ·  Delete…  ·  Admin →
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12. View Ring CX Realtime dashboards in minutes and seconds.

    Some supervisors have requested that the Realtime inbound display dashboard shows queue times in minutes and seconds (MM:SS) rather than just seconds to make viewing these at a glance simpler.

    Max Q, Avg Q etc.

    •  

    101 votes

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    Implemented  ·  7 comments  ·  Realtime & historical analytics  ·  Delete…  ·  Admin →
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13. Overriding Wrap Up ACD State

    Agents should be able to override the pre-set wrap up time. They should be able to change their status back to available if no wrap up time is required and continue tackling the calls holding.

    2 votes

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14. Agent DND state

    True, do not disturb state where agents can place themselves in, and even transferred calls are not possible to be delivered to them.

    7 votes

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15. Feature Request: Granular Call Monitoring Permissions for Agent Role

    Description:

    Currently, in RingCX, the only way to enable Call Monitoring/Listening functionality is by changing an Agent's role to Supervisor. However, this creates a significant data visibility issue, as it grants Supervisors access to queues and information beyond their designated team or group, which may include sensitive data from other departments or companies.

    Request:

    We would like to request the implementation of a granular permission setting that allows users with the Agent role to be granted Call Monitoring privileges for a specific group of agents or queues only, without the need to elevate them to a Supervisor role.

    Proposed Solution Features:

    Add a "Call Monitoring" permission toggle to the Agent role settings.

    Allow Admins to assign monitoring access to specific queues or agent groups.

    Prevent monitored Agents from viewing or accessing unrelated queues or data.

    Benefits:

    Maintains strict data segmentation and confidentiality.

    Enables team leads or quality assurance agents to monitor calls without overreaching permissions.

    Supports compliance and auditing policies more effectively.

    Improves operational flexibility without compromising security or visibility boundaries.

    This enhancement would greatly improve our ability to manage teams efficiently while maintaining data integrity and access control within the RingCX platform.

    Description:

    Currently, in RingCX, the only way to enable Call Monitoring/Listening functionality is by changing an Agent's role to Supervisor. However, this creates a significant data visibility issue, as it grants Supervisors access to queues and information beyond their designated team or group, which may include sensitive data from other departments or companies.

    Request:

    We would like to request the implementation of a granular permission setting that allows users with the Agent role to be granted Call Monitoring privileges for a specific group of agents or queues only, without the need to elevate them to a Supervisor role.

    Proposed Solution… more

    27 votes

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    Under Review  ·  0 comments  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
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16. Omit country and area codes when dialing in RingCX

    When dialing via the RingCX application, please omit the country code and area code.
    The customer is asking whether RingCX can automatically omit country and area codes when dialing.

    4 votes

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    New  ·  0 comments  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
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17. RingCX SPOG Debugging Tool for Log Collection

    It would be nice to have a built in debugging tool to collect the necessary logs to open support cases for intermittent issues with SPOG. It's difficult to collect HAR and Console logs for issues that happen sporadically. A tool that runs in the background to collect this kind of data for hard to reproduce issues would be very helpful.

    8 votes

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18. Queue-Level AI Announcement Language Configuration

    Feature Request / Enhancement

    Title: Queue-Level AI Announcement Language Configuration

    Current Behavior

    The AI announcement language is currently configured at the account level. As a result, the selected AI language applies universally across the queues within the account.

    For accounts supporting multiple languages, this can be restrictive because different queues may serve customers in different languages.

    Requested Enhancement

    Introduce the ability to configure the AI announcement language at the queue level.

    Administrators should be able to:

    Select a preferred AI announcement language for each individual queue.
    Use different AI languages across queues within the same account.
    Retain the current account-level setting as the default when no queue-level language is configured.
    Override the account-level language on specific queues when required.
    Example Use Case

    An organization has separate queues for English-, Spanish-, and French-speaking customers.

    Instead of applying one AI announcement language across the entire account, administrators could configure:

    English Queue → English AI announcement
    Spanish Queue → Spanish AI announcement
    French Queue → French AI announcement

    This would eliminate the need to create separate sub-accounts solely to accommodate different AI announcement languages.

    Business Benefit

    Queue-level language configuration would provide greater flexibility for organizations operating multilingual contact centers and would simplify administration while providing a more consistent customer experience.

    Requested Outcome

    Allow administrators to select and manage the preferred AI announcement language on a per-queue basis, with the account-level language remaining as the default/fallback configuration.

    Feature Request / Enhancement

    Title: Queue-Level AI Announcement Language Configuration

    Current Behavior

    The AI announcement language is currently configured at the account level. As a result, the selected AI language applies universally across the queues within the account.

    For accounts supporting multiple languages, this can be restrictive because different queues may serve customers in different languages.

    Requested Enhancement

    Introduce the ability to configure the AI announcement language at the queue level.

    Administrators should be able to:

    Select a preferred AI announcement language for each individual queue.
    Use different AI languages across queues within the same account.
    Retain the current account-level… more

    3 votes

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19. Standalone Agent Notes Field Within Agent Script (Live Call Mode)

    Provide agents with a clean, simplified interface to enter notes during live calls by enabling a standalone Agent Notes field within the Agent Script → Agent Disposition section—without exposing other fields such as Disposition or AI Summary.

    Agents need a quick and distraction-free way to capture notes during live interactions. However, the current Agent Disposition section includes multiple elements (e.g., Disposition dropdown, AI Summary field), which:

    *Adds unnecessary clutter during active calls
    *Slows down note-taking while agents are engaged with customers
    *Increases cognitive load when only note-taking is required

    Key Capabilities

    1. Isolated Notes Input Field: Agent Notes can be displayed independently within the script
    2. Script-Level Configuration: Admins can control which disposition elements are shown per workflow/use case
    3. Real-Time Usability: Optimized for quick note entry during live conversations

    Provide agents with a clean, simplified interface to enter notes during live calls by enabling a standalone Agent Notes field within the Agent Script → Agent Disposition section—without exposing other fields such as Disposition or AI Summary.

    Agents need a quick and distraction-free way to capture notes during live interactions. However, the current Agent Disposition section includes multiple elements (e.g., Disposition dropdown, AI Summary field), which:

    *Adds unnecessary clutter during active calls
    *Slows down note-taking while agents are engaged with customers
    *Increases cognitive load when only note-taking is required

    Key Capabilities

    1. Isolated Notes Input Field: Agent Notes can be displayed… more
    4 votes

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20. Agent script Cache

    Enable agents to capture notes and key caller details (e.g., customer account number, case summary, intent) directly within the agent script, with the ability for this information to persist and be automatically passed along when a call is transferred to another RCX agent.

    Currently, when calls are transferred between agents, contextual information gathered by the first agent (such as notes, customer details, or conversation summary) is not retained or visible to the next agent. This results in:
    1. Repetition for customers who need to restate their concern
    2. Increased handling time
    3. Potential inconsistencies in customer experience

    4 votes

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