809 results found
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calls whatsapp using Cloud API
Meta released the Cloud API Calling allowing user to call companies through WhatsApp. Companies have to be registered as WhatsApp business
https://developers.facebook.com/docs/whatsapp/cloud-api/calling
This "API" was on beta in Brazil, Indonesia,etc. It is now globally available.
It is a highly requested feature, due to the public availability on WhatsApp.
It is important to associate this idea to another one "outbound whatsapp with RCX UI" https://ideas.ringcentral.com/forums/966594-ringcx/suggestions/48515087-outbound-whatsapp-within-rcx-agent-ui
it will allow to send messages directly to a customer while on call. (in this case, template are not required)
user initiated calls to business are free and there is a cost for business initiated. The…23 votes -
Add Opt-In Surveys at Call Start, Auto-Prompted at Call End
Add Opt-In Surveys at Call Start, Auto-Prompted at Call End
As a head of a centralized call center with agents that support multiple businesses and call queues, I’d love to see RingCentral add a simple but powerful feature:
When a customer calls in, they could press a key at the beginning of the call to opt-in to a quick survey. After the agent disconnects, the system would automatically play the survey.
Here’s why it matters:
- Seamless customer experience: No agent involvement, no awkward “Would you like to stay on the line?” interruptions.
- Accurate feedback: Surveys are tied directly…26 votes -
Ability to enable presence sync for call queues/groups vs individual users
Currently, presence sync can be enabled either for all users or individual users. For customers enabling presence sync for individual users, every new user will need to have presence sync enabled manually.
Having the ability to control sync for call queues/groups would both reduce the work required for enabling sync (there are less groups than there are users) and ensure future members of that call queue/group will have sync automatically enabled.
3 votes -
RingCX - Display User Extension Number When Transferring to RingCX OR RingEX
If a CX agent takes a voice queue call from number 333-444-3344,
When they transfer that call to another CX agent, the other agent will see 333-444-3344 is callingWe want them to see the name of the agent who is trying to transfer to them.
Imagine, the call drops mid-transfer. If the agent knew who was transferring to them, they could reach out to that person to get information and know if they need to follow upThere is already an existing request for something similar when transferring from RingCX -> RingEX. As of now, calls made from CX…
12 votes -
Adaptive AI Speaking Voice: The AI voice agent should dynamically adjust its speaking pace to align with the caller’s speed of speech.
Adaptive AI Speaking Voice: The AI voice agent should dynamically adjust its speaking pace to align with the caller’s speed of speech. This is especially important as many of our clients are seniors who may speak or respond more slowly, and a matched pace helps create a more comfortable and accessible interaction.
7 votes -
Presence Sync Control between RingEX (REX) and RingCX (RCX)
Problem Statement
In the current SPOG (RingCX in RingCentral app) setup, agent presence is not fully synchronized between RingEX and RingCX.When a user is actively engaged in a RingEX call, their RingCX status may still appear as Available. As a result, RingCX continues to route inbound CX calls to the agent, leading to overlapping interactions and unintended call interruptions.
This creates a conflict in blended environments where both RingEX and RingCX are actively used.
Current Behavior
Agent receives or is on an active RingEX call
RingCX (SPOG) status remains Available
RingCX continues routing inbound CX calls to the same…4 votes -
AI Audio Redaction Service
AI Audio Redaction Service
1. The Problem Statement
Currently, RingCentral Session Border Controllers (SBCs) capture raw audio and attach it to RingEX (REX) or RingCX (RCX). When these recordings move into RingSense/ACE, the system successfully redacts PII and PCI from the text transcripts, but the raw audio files remain untouched.
The Risk: Unredacted audio containing sensitive PII/PCI resides in REX/RCX for 30–90 days, and in ACE for up to 12 months.
The Liability: This exposes clients to severe compliance violations (PCI-DSS, HIPAA, GDPR), a risk compounded by the common client misconception that audio is redacted alongside transcripts.
2. The Proposed…3 votes -
Show Indicator for Inbound Queue Callback on Agent Side
Description:
Currently, when a call comes in as a callback from a queue, the RingCX agent interface treats it as a normal inbound call. There is no visual indication or label to inform the agent that this call was requested via a queue callback.This makes it difficult for agents to differentiate between standard inbound calls and callbacks, which can impact handling priority and customer experience.
Requested Feature / Enhancement:
- Add an option (script or toggle) in RingCX Admin / Studio / Agent Interface to clearly indicate on the agent side when a call is an inbound queue…
6 votes -
Disable agent RingCX login
Disable agent RingCX login. This option was available before but was removed.
4 votes -
Feature Request: Improve Error Handling for RCX Agent Profiles with Deleted/Unreachable REX Users
eature Request: Improve Error Handling for RCX Agent Profiles with Deleted/Unreachable REX Users
Product: RingCX (RCX)
Category: Feature Enhancement / Usability
Suggested Priority: MediumIssue / Customer Impact:
When accessing an RCX Agent Profile, the platform may display the generic error message:“An internal error has occurred. Please try again.”
In our investigation, we identified that the RCX Agent Profile was synchronized with a RingEX (REX) user whose extension had already been deleted. However, the error message does not indicate that the issue is related to the associated RingEX user or extension.
This resulted in additional troubleshooting and investigation time…
1 vote -
auto dialer with automated system
I would like to have a feature that when i dialed the customer's number using RingCentral App
there will be an Automated system will tell my customer that im on my way.3 votes -
Enhanced Call Termination Attribution with Contextualized Termination Reason
Summary:
Improve call reporting by clearly separating true disconnect source attribution from termination reason (routing/system event context), ensuring customers can accurately interpret why a call ended and what system event preceded it.Problem Statement:
The current “Termination” field in the Inbound Call Detail Report can reflect an internal routing or system event rather than the actual disconnect source. This creates confusion because the same field is often interpreted as the definitive reason the call ended.In many cases, customers cannot distinguish between:
- the actual disconnect event (who ended the call), and
- the system/routing event that occurred immediately prior…5 votes -
Include Customer DTMF Inputs in RingCX Queue Reporting
Business Need / Context:
We currently have reporting visibility for DTMF (keypad) inputs while a caller is navigating the initial IVR/Workflow. However, once a call enters a queue, any DTMF inputs made by the customer (e.g., pressing a digit to request a callback, change priority, or trigger an automated action) are not captured in any standard, pullable reports.Currently, our team can only verify queue DTMF inputs by running a manual backend trace on individual calls using internal tools. This is highly inefficient, delays troubleshooting, and limits our ability to track customer behavior and queue performance at scale.
User Persona…
3 votes -
Recording from RingCX should be assigned to the agent who answered the call
For call recordings in RingCX, if the initial segment of the call is RNA or deflected and then routed to another agent, the recording name should be on the agent who answered the call, not on the agent who gets the ring first. It would be ideal if there were additional tokens to choose from under the destination directory.
12 votes -
2 votes
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Support Combining Agent State and Call Metrics in a Single Custom Analytics Report
Enable Agent State and Call/Interaction Metrics to Be Combined in a Single RingCX Custom Analytics Report
Product Area
RingCX Analytics / Custom Analytics
Request Type
Feature Enhancement
Customer Request
Customers would like the ability to create a single custom analytics report containing both Agent State metrics and Call/Interaction metrics.
Currently, when creating a custom analytics report, the available metrics/KPIs are dependent on the underlying data source. Agent State data and Call/Interaction data are derived from different datasets, preventing users from combining metrics from both sources within the same custom report.
Current Limitation
When creating a custom analytics report:
Selecting Agent…
2 votes -
Feature Enhancement Request: Bulk Download and Bulk Upload for Audio Files in RingCX
Feature Request Details
Customer: Brie / RingCentral Contact Center CustomerFeature Area: Audio Library / Call Recordings & Media Management
Requested Features:
Bulk Download: Ability to download multiple call audio recordings in bulk from the Audio Library or reporting views, rather than having to download files individually.
Bulk Upload: Ability to upload multiple audio files simultaneously, as the current system restriction only permits uploading files one at a time.
Business Value & Use Case
Efficiency: Customers managing large volumes of audio files or announcements spend an excessive amount of time performing repetitive, manual single-file downloads and uploads.Workflow Optimization: A…
2 votes -
Ring CX Place in Queue announcement to be able to play multiple times
Currently, the "Place in Queue" announcement plays only once when the "Route to Agent" queue event is first triggered. The desired functionality is to have an option for this announcement to loop and repeat at adjustable intervals. Ideally, the position in queue should be recalculated and announced each time, without the need to chain multiple "Route to Agent" events sequentially.
4 votes -
Improved Callback Reporting and Functionality for Early Caller Disconnects
In the current RingCX callback flow, if a caller disconnects before the system successfully queues the callback, the interaction is categorized as “Inbound ACD Callback Incomplete” in Analytics reporting. This occurs even in cases where the caller has already expressed intent to receive a callback.
Problem:
This classification does not accurately reflect customer intent or agent workload. From a business perspective, these interactions often represent valid callback requests that were interrupted due to timing or user behavior, rather than true failures. As a result:
1) Callback demand may be underreported
2) Metrics may not align with actual customer experience
3)…3 votes -
Real-Time Dashboard rules
Currently, Real-Time Dashboard rules does not include any of the callback metrics on its "If" drop down.
If the client wants to create a rule that highlights a certain queue if they Missed a callback or if there is a queued Callback, they can't due to callbacks not being part of the "If" selection
Use Case :
• Allow admins to create a Real-time Dashboard that would give them an option to visually highlight all the queued/missed/presented/answered callbacks for their voice queues6 votes
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