1575 results found
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ringcx for salesforce queue name
- Additional details for the feature that you are requesting: Requesting the source Queue to be visible when a call is received in Salesforce
- What is your use case for this feature request? We are a multi-branded company. When a call comes in, the phones team would like to be able to answer with the correct prompt (eg: "Thank you for calling <brand>, how can I help you?")
- What problem are you trying to solve or what problems does the current functionality cause? This is functionality that is available when using RingCX in the browser, but is not available in Salesforce.…
2 votes -
Make Agent Assist features easier to access
The Agent Assist UI during an active call requires the Agent to open the panel to access the feature. If an AI Knowledge Base is associated with a Voice Queue, the panel should open automatically when an agent is connected to a caller -or- there should be a toggle in the Voice Queue General settings to show it automatically or not (meaning: agent has to open the panel manually)
21 votes -
Mask Customer ANI from Agent
Support Case already submitted but got closed: 29329693
Request
Problem description: Customer requested to mask customer's ANI for all incoming inbound calls. We created Cloud profile but it is still showing the ANI.
Actual behavior: For any inbound call ANI is still being displayed
Expected behavior: Customer's ANI is no longer shown to the agent for any inbound calls.1 vote -
Deployment of RING CX application
Currently we use the application Ring CX to overcome the problem of pop-up, however it does not allow to code calls, nor to carry out call transfer. The roll-out of the Ring CX application, as announced later this year, should allow these features to be used.
Unable to code and transfer on the Ring CX application.Currently we perform these tasks (call end coding and call transfer) from the web interface, but this requires switching between tools (Ring CX application lient Ring CX web).
5 votes -
RingCX Post Call Survey Recording
We would like to get a report that will include the recording of the call as well as the result of the Post Call Survey instead of getting it separately.
3 votes -
1 vote
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WCAG (Web Content Accessibility Guidelines)
WCAG compliance benefits a wide range of user groups, including individuals with visual impairments, hearing disabilities, motor difficulties, and cognitive limitations.
40 votes -
Embedded Agent Log Record to CRM
When a call is answered with the RingCX embedded agent, it can be configured to pop an interaction within Service Now. While the interaction is created and popped to the agent's screen, it is not written or saved to ServiceNow. An agent must manually click "Save" on the interaction record to get it written to Service Now. Our existing ACD product saves the interaction to Service Now automatically.
We're requesting a feature change so that once an interaction is created and popped by the RingCX embedded agent, that the interaction is saved/written to ServiceNow at the same time, automatically, and…
2 votes -
Disable "You are now being connected" in RingCX Calls
Disable "You are now being connected" in RingCX Calls as some of the callers are unhappy about the notification.
2 votes -
Filter for agents using inbound emails
Inability to locate or display IB-Mail agents via search, which may slow down operations, generate errors, or prevent certain administrative or technical actions. See attached screenshot.
Category:
Functional bug/interface anomaly
Expected behaviour:
The search function should display IB-Mail agents in the same way as other types of agents, based on the criteria entered1 vote -
Queue Event Number+Extension Transfers
Queue Events, Business Hours, and Business Hour overrides all allow calls to be transferred. These transfers rely on DID transfers with 10 digit phone numbers being used. We have a large number of call queues set up on RingEX that do not have a DID assigned, and we do not want DIDs on those call queues. Today, we are unable to transfer calls from a RingCX queue back to a RingEX extension without the use of a workflow. We'd like RingCX to support call transfers to a phone number + extension. Example: Queue Event DTMF key press 1 would perform…
2 votes -
Callback & Voicemail Module Contact Routing
When a caller is in the process of requesting a callback or leaving a voicemail, and an agent becomes available, the caller is left in those modules/processes instead of being routed to the agent that became available. Please add an option on a queue that controls what happens when a caller is requesting a callback or leaving a voicemail, so the queue can either be configured to:
1) Leave the caller to continue with their original operation of requesting a callback or leaving a voicemail.
2) Abort the original option of requesting a callback or leaving a voicemail, and route…2 votes -
Allow for Larger Agent Debug Files to be Requested
Allow for larger agent debug files to be requested. Currently, if the file is too large when requested, the requester doesn't know the debug file email won't come because of this.
If we're not going to implement a permanent fix, then we should at least provide a notification upon request that the file is too large, and to ask that the agent pull it from the agent app instead.
3 votes -
Sort Call Back Feature based on Caller's Timezone Requested
Customer requested that when their clients call in and are given the option to request a call back, they need these requests sorted by timezone so the agents only call people during working hours in their respective timezone.
6 votes -
Supervisor having the ability to Transfer the interactions under supervisor Dashboard
Under the Supervisor menu, chats cannot be transferred to a specific agent in a way that notifies the agent via the "My Messages" section.
Desired Behavior:
When a chat is reassigned to a specific agent via the Supervisor menu, the system should generate a notification under the agent’s "My Messages" to inform them that the chat has been routed to them.4 votes -
Dial 911 On RingCX Agent Platform
Ability to dial 911 or 988 on RingCX Agent platform
6 votes -
Manually assign queued emails
To be capable of manually assigning queued emails to agents.
3 votesWe're actively researching this feature. Can you please provide more detail of why this is so important?
What problems does this solve that a good routing system that was properly configured cannot?
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💡 Feature Request: Conditional Call Routing for Supervisors Within Shared Queue
Summary:
Enhance queue logic to allow conditional call routing to supervisors who are part of the same queue but should only receive calls flagged as escalations or transfers from agents, while remaining in Available status.Current Limitation:
In the current setup, any supervisor assigned to a queue and set to Available will receive regular inbound queue calls unless they manually switch to a different status (e.g., Working) to avoid being routed normal contacts. This manual workaround is not ideal, as supervisors must remain Available to handle warm transfers or escalation scenarios from frontline agents.Proposed Enhancement:
Introduce an optional "Escalation-Only…3 votes -
Audio format option in Ringcx for call recording
We request the addition of a stereo audio recording option for RingCX. Currently, the system only supports mono audio recording. A stereo option would enhance the quality of call recordings and provide a more accurate representation of conversations.
2 votes -
Configure Agent States to Be Queue Specific
Currently, agent states are all or nothing, such that once they are enabled they are available to all agents on all queues. The customer is seeking a feature that lets a state be configurable to only present to agents in a specific queue.
2 votes
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