1575 results found
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Allow Users with Full Access to View and Edit Roles Created by Other Full Access Users
Currently, users with full access cannot view or edit roles created by other full access users. This limits collaboration and administrative flexibility. A change is requested to allow full access users to manage all roles, regardless of who created them.
2 votes -
Please modify current UI for transfers to allow for usage of only corporate directory.
Currently; the "Internal" transfer tab results would be utilized to transfer an RCX call to another RCX agent who is logged in to the platform. The "Corporate Directory" transfer tab results would be utilized to transfer an RCX call to a users REX ext.
The overall ask is to have there be a global directory that shows all results together, rather than have the separation of these results between multiple transfer tab types (Internal Transfer and Corporate Directory being two examples)
3 votes -
Show REX User Extension on internal RCX calls
Currently, REX CNAM settings can override the CNAM showing for REX users, which is typically intentional from a global level to do this; however, some customers have internal support queues that are meant to help users calling from REX to RCX, but the CNAM shows what's configured in REX.
The goal here would be for the system to recognize an internal caller and display their extension/user info instead of the REX CNAM input for the Main Site.
3 votes -
RingCX IVR option for Pre-Call Data Collection for Auto-Fill to Agent
A customer has requested the ability to configure a pre-call workflow that prompts callers to input key details such as:
Name
Address
Phone number
Email
Product type
Issue description
The goal is to collect this information before the call is connected to a representative, so that it can automatically populate the agent’s interface. This would reduce call handling time, improve agent preparedness, and enhance the overall customer experience.
Business Value:
Reduces time spent on data collection during live calls
Increases first-contact resolution likelihood
Improves accuracy and consistency of captured customer information
Enhances agent efficiency and customer satisfaction
Suggested Implementation:
Interactive…
3 votes -
Ability to transfer RingEX calls directly to RingCX Users
To have the Ability to transfer RingEX calls in RC app directly to RingCX Users
19 votes -
Feature Enhancement Request – Support for Dynamic Number Insertion (DNI)
Summary:
Requesting the addition of Dynamic Number Insertion (DNI) support within RingCentral to improve call tracking and marketing attribution capabilities.Details:
Current Status:
No native support or KB documentation found for DNI on the RingCentral support site.
A workaround exists by leveraging third-party solutions (e.g., CallRail) that integrate with RingCentral.
Enhancement Value:
DNI enables businesses to assign unique phone numbers to website visitors based on their traffic source (ads, search, referrals, etc.).
Improves marketing analytics and ROI tracking by linking inbound calls to specific campaigns.
Reduces dependency on third-party tools and ensures more seamless workflows if supported natively.
Request:
Enhance…2 votes -
Removing an agent from agent group
Ability to remove an agent from one agent group to without deleting and recreating the agent profile.
2 votes -
Agent dashboards
Would like agents to be able to see other agents on their dashboard so they can see who is at lunch, who is currently on a call..etc..
5 votes -
Being able to disconnect or remove the other party on a call using SPOG
They would like to be able to hang up or remove the other party on a call using their SPOG. Currently, when they end a call, it disconnects both parties, and they want the option to hang up only the second call instead.
1 vote -
next steps filter
For RingSense, I would like to see if we could simple add a filter for Next Steps so someone can filter all of their meetings to find out our next steps for each meeting. My next suggestion should be to add a daily report email that sends those tasks to your email so you don't have to open up RingSense every day to get those tasks.
1 vote -
Remove Deleted Numbers in RingCX
At the moment, phone numbers that were deleted in UC are still showing in RingCX. We would like to request an enhancement to stop deleted numbers from appearing in RingCX.
1 vote -
Auto Populate Data From Pre Chat Form to Fields in Zoho CRM
Ability to populate Pre-Chat Form Data to Zoho CRM
Data to populate:
1. Name
2. Email Address
3. Phone Number1 vote -
Add Queue Time In Interaction Time if the Call Became Abandoned
Please add the queue time in the interaction time for calls that resulted to abandoned.
2 votes -
Feature Request – RingCX Queue Templates for General Settings and Queue Events
Hi Team,
I'd like to request the following enhancements for RingCX to improve administrative efficiency and scalability when managing multiple queues:
General Settings Template for RingCX Queues
A centralized template that allows admins to apply or update all general settings across multiple queues at once. This will help reduce manual configuration and ensure consistency across environments.Queue Events Template for RingCX Queues
A similar template feature under Queue Events, enabling bulk updates or standardization of event settings (e.g., pre-queue, in-queue, post-queue behaviors) across selected queues.These enhancements would significantly streamline queue management, reduce errors, and improve administrative workflows, especially in…
5 votes -
dialer unit work list campaigns
Ability to have unit work list dialler campaigns, where a supervisor can allocate within a campaign list agents to work certain units. i.e allocate a sub section of agents within a campaign to a unit location (MK). This will allow supervisors to run a single campaign but target records within it.
7 votes -
Optimize RingCX Integration for Citrix Environments
Feature Request Title:
Optimize RingCX Integration for Citrix Environments
Summary:
Request to enhance RingCX performance and agent state synchronization when used within Citrix-hosted environments. Agents currently experience being stuck in Engaged status after calls, causing missed inbound calls.
Details:
When RingCX is used within a Citrix virtual desktop, agents frequently become stuck in an Engaged state after disconnecting from a call. Their status does not automatically revert to Available, leading to missed calls and reduced productivity.
This behavior appears to result from how Citrix handles browser virtualization, WebSocket stability, and real-time media redirection, which affects RingCX’s ability to maintain live…
1 vote -
Working State Timeout
They user WORKING base state for Outbound Dialing, After-Call Work, and other states, and they want to have a notification if an agent exceeds the time they've been in a WORKING state.
So far, only Lunch and Breaks have the timeout.
2 votes -
Feature that links DID and CX data in one report
Current Challenge: Currently, DID number analytics are available in the EX report, while CX analytics are shown in a separate CX report. This separation makes it difficult to identify participants in a DID call when reviewing the CX report.
To resolve this, is it possible to consolidate both datasets into a single report? Ideally, we should be able to pull both DID and CX analytics from one unified source or report, enabling a more comprehensive view of call activity and participant details.
3 votes -
Agent to Agent Transfers in SMS and Engaged Digital Messaging
Currently, the only option to transfer an SMS is to reroute to the queue group itself. It would be nice if there was an option for companies to allow agent-to-agent transfers. Our team consists of 8 employees, and rather than reroute a customer looking to speak with a specific agent digitally back to the skill group, it would be nice to be able to transfer directly to the agent to wait. Then the next time this agent would be available, they would be prompted to interact via SMS or Engaged Digital (email).
25 votes -
Ability to move agents between voice queues in Real Time
As admins, we would like the ability to move RCX agents between voice queues in real time. This would be helpful in cases where an agent didn't log into the correct voice queue upon login configuration or if a particular voice queue starts to experience an unexpected spike in call volume.
3 votes
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