1575 results found

1. Agent Phonebook to show in alphabetical order

   At the moment, the phonebook is showing in ID order. We would like the ability to configure the agent phonebook to show in alphabetical order.

   2 votes

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2. Timezone option for Historical Reports

   RingCX Analytics, need an option to Historical reports to change the timezone on a report.

   8 votes

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3. 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 pricing guide is attached to this initiative.
   SIP with webRTC is available https://developers.facebook.com/docs/whatsapp/cloud-api/calling/sip

   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… more

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   23 votes

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4. 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 to the agent who handled the call and the queue where it was answered, so reporting stays actionable.
   - Higher participation: Customers decide upfront if they want to provide feedback, increasing completion rates and making the data more reliable.
   - Agent-level accountability: This ties survey results directly back to the people and teams who can act on them. We also include the CSat scores as part of the performance pay program.

   This feature would give leaders like me better visibility into customer satisfaction while keeping the process frictionless for both callers and agents, allow me to coach agents and fix process for specific businesses based on customer feedback data.

   If you’d also like to see smarter, cleaner post call surveys in RingCentral, please upvote this idea. The more support it gets, the sooner we can all benefit from better feedback data!

   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… more

   26 votes

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5. 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

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6. transfer

   Include Agent Name on Transfer Segment in Interaction Details Report

   Request Summary:
   When an agent initiates a transfer (especially a warm transfer) during an active call, the Interaction Details Report splits the call into two segments under the same UII. However, the second segment (the transfer attempt) does not display the agent name, resulting in incomplete data when filtering by agent in the report. The customer requests that the agent name be captured for all segments of a call—including transfer attempts—to ensure accurate reporting.

   ---

   Current Behavior:
   • The agent's name is shown for the initial (inbound) segment.
   • During a transfer attempt, the second segment is created but shows Agent Name = N/A.
   • As a result, when filtered by agent, the report omits the transfer segment—causing data discrepancies.

   ---

   Expected Behavior:
   • Both the original and the transfer segments of the interaction should capture and display the initiating agent's name.
   • Filtering the Interaction Details Report by agent should include all call segments initiated by that agent, including canceled or completed transfer attempts.

   ---

   Business Impact:
   • The customer relies heavily on the Interaction Details Report to track individual agent activity.
   • Missing agent data on transfer segments leads to inaccurate call metrics, causing confusion and a lack of confidence in reporting.
   • For instance, OB calls made during active IB calls are not tracked properly, resulting in agent performance being under- or over-represented.

   ---

   Use Case Reproduction (as demonstrated by customer):
   1. Agent places outbound call (OB) to their own cell.
   2. While on call, agent clicks Transfer, dials another number, connects, then cancels the transfer.
   3. Interaction Details shows:
   o 2 call segments (same UII),
   o 1st segment: agent name populated,
   o 2nd segment: agent name = N/A.
   4. Filtering by agent omits the 2nd segment entirely.

   ---

   Supporting Evidence:
   • Multiple test scenarios (UIIs included in case notes).
   • Screenshots, spreadsheets, and logs attached to Case 27382978.
   • Customer provided 4-page Excel document showing discrepancies between reports.
   • Customer's updated report (“Updated Agent Activity Report: Daily”) does not fix the issue due to missing agent name in core data.

   ---

   Requested Solution:
   Modify the data model or reporting logic so that agent information is retained and displayed in all segments of an interaction, especially during transfer attempts (warm or cold), regardless of whether the transfer is completed or canceled.

   Include Agent Name on Transfer Segment in Interaction Details Report

   Request Summary:
   When an agent initiates a transfer (especially a warm transfer) during an active call, the Interaction Details Report splits the call into two segments under the same UII. However, the second segment (the transfer attempt) does not display the agent name, resulting in incomplete data when filtering by agent in the report. The customer requests that the agent name be captured for all segments of a call—including transfer attempts—to ensure accurate reporting.

   ---

   Current Behavior:
   • The agent's name is shown for the initial (inbound) segment.
   • During a… more

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   70 votes

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7. 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 calling

   We 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 up

   There is already an existing request for something similar when transferring from RingCX -> RingEX. As of now, calls made from CX to EX will just show the main outbound caller ID of the account, so no one in EX knows who's calling since it just says the name of our company when it's ringing them from CX.

   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 calling

   We 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 up

   There is already an existing request for something similar when transferring from RingCX -> RingEX. As of now, calls made from CX… more

   12 votes

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8. 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

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9. Cost Centers built in RCX

   Currently, RCX bills lack a summary page showing agent allocations, similar to RingEX's cost center billing. The customer requests this feature

   45 votes

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10. Dashboard for agents and supervisors in RingCX

    RingCX agents should have the option to view the dashboard to see the other agent's status in the RingCX Agent platform, not in Analytics, without the need to change the agent type to Supervisor.

    85 votes

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11. 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 agent
    No automatic blocking or presence update occurs based on RingEX call state

    Requested Behavior
    Introduce a configurable feature to enable or disable presence synchronization from RingEX to RingCX.

    When enabled:

    RingEX call state (e.g., In Call / Busy) updates RingCX presence
    RingCX automatically prevents routing of CX calls to the agent during active EX calls

    When disabled:

    Current behavior remains unchanged
    RingEX and RingCX operate independently for presence and routing decisions

    Business Justification

    Prevents agents from receiving overlapping calls across RingEX and RingCX
    Improves agent experience by avoiding interruptions during active calls
    Reduces risk of call handling conflicts in blended environments
    Provides customers control over presence behavior depending on operational needs
    Improves routing efficiency and reduces missed or mishandled interactions

    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… more

    4 votes

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12. Unify RingCX Digital Interaction Options To Simplify Agent and Supervisor Workflow.

    Interaction Options are inconsistent across "My Messages" and "All Messages" which confuses agents and complicates the workflow.

    Within the agent interface on RingCX there are significant differences between the options available within "My Messages" and "All Messages".

    The "My Messages" section offers the following options:
    -Transfer (to a queue)
    -End Message
    Extra Actions:
    -Recategorize
    -Reassign (directly to an agent)
    -Mute Author
    -View audit log
    -Change Language
    -Anonymize
    -Ask an expert

    The "All Messages" section offers the following options:
    -Solve (End Message)
    -Defer
    Extra Actions:
    -Recategorize
    -Mute Author
    -View audit log
    -Change Language
    -Anonymize
    -Ask an expert

    I propose unifying options and behaviors across "My Messages" and "All Messages" sections to improve efficiency and user acceptance. This includes consistent functionality for transferring to agents/queues and deferring messages. Standardizing these features will simplify workflows, eliminate view-switching for basic tasks, and reduce effort for agents and supervisors.

    Interaction Options are inconsistent across "My Messages" and "All Messages" which confuses agents and complicates the workflow.

    Within the agent interface on RingCX there are significant differences between the options available within "My Messages" and "All Messages".

    The "My Messages" section offers the following options:
    -Transfer (to a queue)
    -End Message
    Extra Actions:
    -Recategorize
    -Reassign (directly to an agent)
    -Mute Author
    -View audit log
    -Change Language
    -Anonymize
    -Ask an expert

    The "All Messages" section offers the following options:
    -Solve (End Message)
    -Defer
    Extra Actions:
    -Recategorize
    -Mute Author
    -View audit log
    -Change Language
    -Anonymize
    -Ask an expert

    … more

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    71 votes

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    4 comments  ·  Digital experience  ·  Delete…  ·  Admin →
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    Planned  ·  AdminKirill.V (Group Product Manager, RingCentral) responded

    In design

13. 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 Solution
    Develop and integrate a native AI Audio Redaction Service. This service will act as a mandatory processing gateway for recordings before they are committed to long-term or short-term storage.
    End-User Control: Administrators will have the ability to select from standard compliance templates (e.g., PCI, HIPAA) or program specific PII/PCI fields to be targeted for redaction.
    Mechanism: The AI will identify the selected spoken elements and overwrite those specific audio segments with white noise.
    Outcome: A sanitized audio file that protects clients across all downstream platforms.
    3. Proposed Architectural Workflow & SLA
    To balance compliance with operational efficiency, the workflow introduces a brief, defined processing window:
    SBCs / Recording Service: Audio is captured.
    AI Audio Redaction Service (New): Audio is routed here first.
    Processing SLA: The redaction service processes the file and applies white noise to targeted elements. The sanitized audio will be available within 3–5 minutes post-call.
    Storage & Analytics: The sanitized file is then pushed to REX, RCX, or AIR Pro.
    Long-Term Archive: The file moves to ACE for 12 months of compliant storage.
    4. Legal Framework & Client Acceptance
    Because this process fundamentally alters the original recording, legal and QA safeguards must be built into the onboarding flow:
    Destructive Edit Acknowledgment: Clients must explicitly accept that the redaction is a destructive process—the original raw audio containing the sensitive data is overwritten with white noise and cannot be recovered.
    AI Accuracy Disclaimer: The Terms of Service will require clients to acknowledge that while AI speech-to-text is highly accurate, it is not 100% perfect. Variables like poor audio quality, heavy accents, or crosstalk can impact detection, and RingCentral does not assume liability for occasional false negatives (missed redactions) or false positives (over-redacted segments).

    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… more

    3 votes

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14. 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 callback.

    • Suggested display options:

      • A label in the incoming call popup (“Callback”)
      • Optional notes or metadata showing original callback request time
      • Distinct ringtone or visual marker (optional)

    Expected Benefit:

    • Agents can immediately identify that a call is a callback.
    • Improves handling and prioritization of callback calls.
    • Reduces confusion between normal inbound calls and queued callbacks.

    Current Behavior:

    • Queue callbacks are routed to agents but appear as standard inbound calls.
    • No distinguishing indicator in the agent interface.

    Impact:

    • This affects all RingCX customers using queue callbacks with agents relying on the agent desktop or softphone interface.
    • Callers who requested a callback may not be treated differently, affecting service experience.

    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… more
    6 votes

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15. Disable agent RingCX login

    Disable agent RingCX login. This option was available before but was removed.

    4 votes

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16. 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: Medium

    Issue / 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 before we were able to identify the actual cause.

    Requested Enhancement:
    Improve the error handling and messaging when an RCX Agent Profile is associated with a RingEX user whose extension is no longer available or whose user account has been deleted.

    Instead of displaying a generic internal error, the platform should provide a clear and actionable message, for example:

    “Unable to load this agent profile because the associated RingEX user or extension is no longer available. Please verify that the RingEX user is still active or connect this agent profile to another available user.”

    Ideally, the system should also provide an option to reconnect the existing agent profile to a new/active RingEX user, rather than requiring the administrator to delete the agent profile and create a new one.

    Expected Benefits:

    Provides administrators with actionable information immediately.
    Reduces unnecessary troubleshooting and escalation time.
    Avoids misleading “internal error” messages when the underlying cause is a configuration/synchronization issue.
    Allows administrators to resolve the issue without recreating the RCX Agent Profile.
    Improves the overall administration experience between RingCX and RingEX.

    Additional Recommendation:
    A clear visual indicator, such as a red error banner within the Agent Profile, could identify that the associated RingEX user/extension is no longer reachable and provide a direct “Reconnect User” or “Change Associated User” action.

    eature Request: Improve Error Handling for RCX Agent Profiles with Deleted/Unreachable REX Users

    Product: RingCX (RCX)
    Category: Feature Enhancement / Usability
    Suggested Priority: Medium

    Issue / 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… more

    1 vote

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17. 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

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18. 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 to termination.
    - Additionally, backend session logs contain more precise information, but this is not exposed in customer-facing reporting.

    Proposed Enhancement:
    1. Split “Termination” into Two Distinct Fields

    A. Disconnect Source (New Primary Field – Required)
    - A definitive field that identifies who or what actually ended the call:
    Caller Disconnected
    Agent Disconnected
    System Disconnected
    Network/Media Failure
    Timeout Expiry
    Transfer Failure (final hop failure)

    B. Termination Reason (Contextual Field – Existing Concept Refined)
    Retain and clarify the current “Termination” field, but redefine it as:
    The last known routing or system event preceding call termination.

    Examples:
    Queue Transfer
    Agent-to-Queue Requeue
    Skill-Based Routing Action
    Internal System Redirect
    Conference Bridge Attempt

    1. Add Relationship Clarity Between Fields

    Introduce reporting UI/labels that make the relationship explicit:

    “Termination Reason (Pre-Disconnect Event)”

    This prevents misinterpretation in reporting dashboards and exports.

    1. Enhanced Call Timeline Visibility

    Where possible, provide a structured event timeline per interaction:

    Call Entered Queue
    Routed to Agent
    Internal Requeue / Transfer Attempt
    Agent Connected
    Disconnect Event (Source)
    Termination Reason (Last System Action)

    This helps correlate both fields in sequence.

    Customer Impact

    This enhancement would:

    Eliminate confusion between routing events and disconnect ownership
    Reduce misinterpretation of “Termination” as a failure or disconnect cause
    Improve accuracy in QA, auditing, and escalation analysis
    Reduce dependency on backend Support logs
    Enable more reliable root cause analysis for short-duration calls

    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… more

    5 votes

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19. 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 Impacted:
    Contact Center Managers, Quality Assurance Teams, Operations Analysts, and Support Engineers.

    Proposed Solution:
    Expand our standard interaction and queue reporting capabilities to log and display DTMF digits pressed by customers after the call has exited the IVR and entered a queue. Ideally, this data should be available via:

    Interaction Detail Records: A visible field in the call history showing digits pressed during the queue state.

    Historical Queue Reports: An aggregate report showing how many callers pressed specific digits while waiting in queue (e.g., to track how many users are opting for callbacks).

    Value / Benefits:

    Time Savings: Eliminates the need for technical teams to run manual backend traces to verify customer inputs.

    Better Insights: Allows business operations to analyze queue exit behaviors and improve the customer experience.

    Autonomous Troubleshooting: Empowers supervisors and standard users to audit call flows independently without escalating to engineering.

    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… more

    3 votes

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20. 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

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