1362 results found

1. RingCX Spell Check where can control dictionary and if errors alert agent before sending.

   RingCX Spell Check where can control dictionary and if errors alert agent before sending.

   5 votes

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   New  ·  0 comments  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
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2. RingCX needs to display inbound callerID for calls coming into our Voice Queues.

   Currently, all inbound calls to our RingCX Queues will only show the callerID as, "UNKNOWN."

   Meanwhile, callerID works just fine for all inbound calls coming into RingEX.

   This function needs to exist so that our Agents can better identify our customers as the call in.

   •  

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   25 votes

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   New  ·  4 comments  ·  Interaction routing, workflow & queuing  ·  Delete…  ·  Admin →
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3. 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

   6 votes

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   New  ·  1 comment  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
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4. Unexpected Call Drop: Entire 3-Way Conference Ends When Agent Disconnects in RingCX

   Problem Description
   When a RingCX agent (Party A) places a manual outbound call to Party B, then adds Party C to create a 3-way conference (Agent + Party B + Party C), if the agent (Party A) disconnects, the entire conference call is dropped for all participants (Party B and Party C).

   ---

   Expected Behavior
   If the agent (Party A) disconnects from a 3-way conference, the call should continue between Party B and Party C. This is expected in standard call conferencing logic where the initiator disconnecting does not necessarily terminate the call for all participants.

   • 

   36 votes

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   Under Review  ·  1 comment  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
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5. Pre-chat quick replies / icebreakers for RingCX Engage Messaging

   Allow Next Bot Action Without Requiring Initial Message Submission

   I would like to request a feature enhancement for the chat interaction flow.

   Currently, the system requires the chatter to submit a message first before the next chatbot action or menu options appear. This creates additional steps for the user and impacts the overall customer experience—especially in scenarios where the initial message field is already removed, or when we only need minimal information such as first and last name.

   Requested Feature:

   Enable the chatbot to trigger the next action without requiring the chatter to send a message first.
   After the chatter submits the pre-chat form (e.g., first name and last name), the next bot response or options should automatically appear.

   Allow Next Bot Action Without Requiring Initial Message Submission

   I would like to request a feature enhancement for the chat interaction flow.

   Currently, the system requires the chatter to submit a message first before the next chatbot action or menu options appear. This creates additional steps for the user and impacts the overall customer experience—especially in scenarios where the initial message field is already removed, or when we only need minimal information such as first and last name.

   Requested Feature:

   Enable the chatbot to trigger the next action without requiring the chatter to send a message first.
   After the chatter… more

   8 votes

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   0 comments  ·  Digital experience  ·  Delete…  ·  Admin →
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   Implemented  ·  AdminGrigori (Product Manager Contact Center, RingCentral) responded

   Implemented, in open beta. please reach out for activation

6. Feature Request: Time Zone Configuration for RingCX

   Current Behavior
   As confirmed via RingCX T3, eW Analytics reporting derives its time zone exclusively from the account-level setting. There is currently no option to override or adjust the time zone on demand.

   Problem / Limitation
   This model does not support organizations operating across multiple geographic regions. When queues span different time zones, both real-time call handling and historical reporting become misaligned with local operating hours, SLA measurements, and staffing analysis.

   Requested Enhancement
   Introduce the ability to define time zones at a more granular level, specifically:

   Per Queue

   Call Handling Logic

   Historical Reporting (eW Analytics)

   Each queue should be able to operate and report in its assigned local time zone, independent of the account-level default.

   Business Impact / Use Case

   Multi-region contact centers with centralized RingCX accounts

   Accurate SLA tracking and performance reporting by region

   Improved workforce management, scheduling, and compliance

   Reduced need for manual time conversions and post-report adjustments

   Expected Outcome

   Queues operate according to their configured local time zone

   Historical and real-time analytics reflect correct regional timestamps

   Account-level time zone remains as a default, not a hard constraint

   Priority
   Medium–High for enterprises and globally distributed contact centers.

   Current Behavior
   As confirmed via RingCX T3, eW Analytics reporting derives its time zone exclusively from the account-level setting. There is currently no option to override or adjust the time zone on demand.

   Problem / Limitation
   This model does not support organizations operating across multiple geographic regions. When queues span different time zones, both real-time call handling and historical reporting become misaligned with local operating hours, SLA measurements, and staffing analysis.

   Requested Enhancement
   Introduce the ability to define time zones at a more granular level, specifically:

   Per Queue

   Call Handling Logic

   Historical Reporting (eW Analytics)

   Each queue should be able… more

   5 votes

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7. Option to modify the Caller ID number used for Inbound ACD Queue Callback Answered in RingCX

   Option to modify the Caller ID number used for Inbound ACD Queue Callback Answered in RingCX
   The customer would like the ability to change the Caller ID number used for Inbound ACD Callback Answered within the RingCX platform. They want to be able to manually update this number through their RingCX portal.

   10 votes

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   Needs More Information  ·  0 comments  ·  Interaction routing, workflow & queuing  ·  Delete…  ·  Admin →
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8. Last Called Agent (LCA) Functionality Required for Engage Messaging and Email Channel Types

   We require the same “Last Called Agent” (LCA) capability for Engage Messaging and Email channels within Digital Queues as currently exists for Voice Queues. This will significantly improve customer experience by providing more efficient and personalised resolution to issues.

   By reducing the need for clients to repeat information and details from previous interactions, this feature would potentially lower interaction durations. Furthermore, this capability is also essential in scenarios where agents receive commissions for successful sales, ensuring clients are routed back to the initial agent who provided consulting prior to the purchase of services or goods.

   25 votes

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   Planned  ·  0 comments  ·  Digital experience  ·  Delete…  ·  Admin →
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9. RingCX Email/Chat Channel to support for file formats: .ies .arc2 .dxf

   RingCX Feature Request: Support for Additional File Formats in Email Channel

   Title: Add Support for .ies, .arc2, and .dxf File Formats in the Email Channel

   Summary

   A customer is requesting the ability to upload and process additional file formats through the Email channel in RingCX. These formats are currently not supported under either the Strict or Relaxed attachment handling levels.

   Requested formats:

   .ies – Illuminating Engineering Society file (lighting data)

   .arc2

   .dxf – Drawing Exchange Format (CAD files)

   Current Behavior

   The email channel supports a defined set of file formats depending on the configured handling level:

   Strict Level Allows:

   Audio: aac, mp3, ogg, m4a

   Image: bmp, gif, jpg, jpeg, png, svg, webp

   PDF: pdf

   Text: csv, txt, log

   Video: avi, flv, m4v, mkv, mov, mp4, mpg, qt, wmv

   Other: amr, dms, vcard, tif, tiff, mpeg

   Relaxed Level Adds Support For:

   Excel: xls, xlsm, xlsx, xlc, xlt, xltm, xltx

   Presentations: key, odp, otp

   PowerPoint: pps, ppt, pptx, pot

   Spreadsheets: numbers, ods, ots

   Word: doc, docm, docx, dotm, dotx

   Word Processing: pages, odt, ott, rtf

   The requested formats (.ies, .arc2, .dxf) are not included in either list, and therefore cannot be used by customers today.

   Requested Enhancement

   Add support for the following file types as allowable email attachments in RingCX:

   .ies

   .arc2

   .dxf

   This support would enable customers to exchange specialized files used in engineering, architectural, lighting design, and CAD workflows.

   Additional Notes

   This request originated from a customer inquiry regarding the ability to attach these files in the email channel.

   Tier 3 Engineering has confirmed that this enhancement requires a formal feature request.

   RingCX Feature Request: Support for Additional File Formats in Email Channel

   Title: Add Support for .ies, .arc2, and .dxf File Formats in the Email Channel

   Summary

   A customer is requesting the ability to upload and process additional file formats through the Email channel in RingCX. These formats are currently not supported under either the Strict or Relaxed attachment handling levels.

   Requested formats:

   .ies – Illuminating Engineering Society file (lighting data)

   .arc2

   .dxf – Drawing Exchange Format (CAD files)

   Current Behavior

   The email channel supports a defined set of file formats depending on the configured handling level:

   Strict Level Allows:

   Audio:… more

   6 votes

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10. display queue name when call comes in in embedded RingCX for Zoho

    It's important to see what call queue the call is comin in so that agents would know their opening spiel

    8 votes

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    Implemented  ·  1 comment  ·  Integrations & APIs  ·  Delete…  ·  Admin →
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11. Retrieve deleted RingCX Custom Report

    Implement a deleted folder or archive system when removing custom reports from the Historical Reports/Dashboard in RingCX Analytics.

    5 votes

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12. Feature Request: Configurable Extended Session Persistence Across RingCentral Web Domains

    Dear RingCentral Product Team,

    I would like to formally request a feature enhancement for RingCentral’s web applications.

    Feature Request:
    Provide a configurable option to keep RingCentral web sessions active for extended, user-defined durations (e.g., 10 hours, 24 hours) across all RingCentral web domains and subdomains, including:

    • app.ringcentral.com

    • ringcx.ringcentral.com

    • engage.ringcentral.com

    • All associated subdomains

    Business Use Case:

    Many users rely on RingCentral web apps throughout long workdays or shifts (e.g., support agents, contact center staff, operations teams). Currently, sessions may disconnect or require re-login due to inactivity or browser timeouts, even while the user remains online and active.

    This can result in:

    • RNA/ Missed calls, messages, or notifications

    • Disruption to workflows

    • Reduced productivity, particularly in browser-centric or VDI environments

    Proposed Enhancement:

    • A configurable “Keep Session Active” or “Extended Session Duration” setting for users or admins

    S• upport for long-running sessions (e.g., 10–24 hours) while respecting security policies

    • Built-in heartbeat/keep-alive mechanisms within the RingCentral web apps or browser extensions, without requiring unsupported user scripts

    • Coverage across all primary web domains (app.ringcentral.com, ringcx.ringcentral.com, engage.ringcentral.com) and their subdomains

    Benefits:

    • Reliable session persistence for browser-based users

    • Reduced dependency on desktop apps in restricted environments

    • Better support for enterprise, contact center, and shift-based workflows

    Dear RingCentral Product Team,

    I would like to formally request a feature enhancement for RingCentral’s web applications.

    Feature Request:
    Provide a configurable option to keep RingCentral web sessions active for extended, user-defined durations (e.g., 10 hours, 24 hours) across all RingCentral web domains and subdomains, including:

    • app.ringcentral.com

    • ringcx.ringcentral.com

    • engage.ringcentral.com

    • All associated subdomains

    Business Use Case:

    Many users rely on RingCentral web apps throughout long workdays or shifts (e.g., support agents, contact center staff, operations teams). Currently, sessions may disconnect or require re-login due to inactivity or browser timeouts, even while the user remains online and active.

    … more

    6 votes

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13. RingCX - MS Dynamics plugin - Agent script open a contact details popup window when agent receive call

    Currently in RCX MS Dynamics plugin, when you use an agent script to open a popup window displaying contact details, the script is launched when agent answer the call and NOT when agent receive the call. Thus agent doesn't know who call until he answered the call.
    And thus we will have same behavior in RCX MS Dynamics and RCX embedded in REX desktop app.
    So agent script must be launched when agent receive and thus agent will be able to see contact details in the popup window before answering the call.

    3 votes

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14. Ability to see Logged out agents in RingCX Real time Dashboard

    Ability to see Logged out agents in RingCX Real time Dashboard

    Currently in the Real Time Agent Widget, it only shows logged in agents. It would also help if it would show agents who are logged out

    15 votes

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    Future Consideration  ·  1 comment  ·  Realtime & historical analytics  ·  Delete…  ·  Admin →
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15. RingCX Queue/Global Phonebook used for Manual Outbound Calls

    Would like to have the Global Phone book or Queue Phone book to be visible/available to the agent when doing a manual outbound call.

    Currently the Global Phone Book or Queue Phone book is only useful when you do have an active call.

    86 votes

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    Future Consideration  ·  10 comments  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
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16. live agent state visibility for other agents in same queue

    It would be very practical for agents in a queue to be able to see in the Ringcentral app who is logged into the queue, including their status, but without being able to see the KPIs of the other users, as is possible with the supervisor function.
    Background: Possible coordination between agents regarding breaks, end of work, covering availability without data protection problems.

    15 votes

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    Future Consideration  ·  2 comments  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
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17. RCX | Allow 1 number to be used for both Voice queue and SMS channel

    Looking for the ability to just use the Same phone number for the voice queue and for the SMS channel. This is to avoid adding multiple numbers to an agent in EX.

    3 votes

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18. Enhancing Queue Event Management

    I would like to suggest several improvements to the way RingCX handles queue events. Currently, managing these is somewhat complicated. The following changes would bring the platform in line with industry standards and significantly simplify the user experience.

    1. Queue Event “Duration”
       Currently, having to manually set a "Duration" for queue events is not ideal, as the event time must precisely match the audio file length. Most competitor solutions play prompts from start to finish, with the duration automatically defined by the audio file itself. Removing the manual duration requirement would prevent prompts from being cut off or leaving awkward silences.

    2. Queue Event “Repetitions”
       There is currently no native option to set repetitions for queue events. Our current workaround is calculating the total duration multiplied by the desired number of repetitions is highly unreliable. Factors such as the variable delay in establishing voice legs often result in prompts being cut short. Ideally, we should be able to play a prompt and simply define the number of loops required if these need to play multiple times.

    3. “Position in Queue” and “Estimated Wait Time”
       Linked to the point above, these prompts currently only play once per queue event. If we need these to repeat (for example, every 2 minutes over an hour), we are forced to replicate the queue event 30 times. This quickly becomes unmanageable. Introducing a repetition or interval setting for these specific prompts would be a much more elegant and scalable solution.

    4. “Comfort Prompts” (Overlay Logic)
       Typically, other solutions handle comfort prompts as an "overlay" for Music on Hold (MOH). In this setup, MOH plays continuously, and comfort prompts are triggered at defined intervals or repetitions. The music automatically fades out so that the prompt is audible and fades back in once it finishes. While this is a "nice to have," it would vastly simplify how we manage music and audio assets today.

    I would like to suggest several improvements to the way RingCX handles queue events. Currently, managing these is somewhat complicated. The following changes would bring the platform in line with industry standards and significantly simplify the user experience.

    1. Queue Event “Duration”
       Currently, having to manually set a "Duration" for queue events is not ideal, as the event time must precisely match the audio file length. Most competitor solutions play prompts from start to finish, with the duration automatically defined by the audio file itself. Removing the manual duration requirement would prevent prompts from being cut off or leaving awkward silences.

    2. … more

    6 votes

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19. New Reporting Metric: Chat Widget Uptime & Hourly Available Gap Analysis

    Summary of Requirement: We require a report that tracks the availability status of the web chat widget (Visible vs. Hidden) relative to business hours. Specifically, we need to report on the percentage and duration of time the chat option was unavailable/hidden on the customer's website, broken down by hour.

    Use Case: The client is a Business Process Outsourcing (BPO) provider whose revenue model is strictly tied to engagement volume.
    * Revenue Loss - Every minute the chat widget is hidden (due to capacity limits or staffing gaps) equates to unrecoverable missed revenue.
    * The "Black Hole" Effect - Currently, RingCX reports on interactions received. It does not report on the time periods where the widget was effectively "down." During peak seasonal periods (e.g., Christmas), the client suspects high unavailability (potentially >50%) but lacks the data to prove it or pinpoint the exact hours it occurs.

    Impact on Customer Experience (CX)
    * Sentiment Decline - The client’s demographic demands immediate, live support. When the chat option is hidden during business hours, it creates significant friction and damages brand perception.
    * Blind Spots - Without visibility into "unavailability duration," the client cannot quantify the negative impact on CX scores during peak traffic.

    Operational & Workforce Management Impact
    * WFM Inefficiency - Without knowing when the widget is hiding due to lack of agents, the WFM team cannot optimize schedules. They are effectively staffing based on "answered" volume rather than "true demand."
    * Forecasting - They cannot accurately forecast for future peaks because the "lost time" data is missing from historical reports.

    Specific Functional Requirement We request a standard report or dashboard widget that visualizes:
    1. Hourly Availability Rate: (e.g., 09:00–10:00: Chat Widget Active 40 mins / Inactive 20 mins).
    2. Unavailability Percentage: A calculation of (Time Widget Hidden / Total Business Hours) * 100.

    It would also be helpful to offer threshold alerts and the ability to flag when unavailability exceeds a certain percentage (e.g., >10% downtime) to trigger immediate staffing adjustments.

    Summary of Requirement: We require a report that tracks the availability status of the web chat widget (Visible vs. Hidden) relative to business hours. Specifically, we need to report on the percentage and duration of time the chat option was unavailable/hidden on the customer's website, broken down by hour.

    Use Case: The client is a Business Process Outsourcing (BPO) provider whose revenue model is strictly tied to engagement volume.
    * Revenue Loss - Every minute the chat widget is hidden (due to capacity limits or staffing gaps) equates to unrecoverable missed revenue.
    * The "Black Hole" Effect - Currently, RingCX… more

    6 votes

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20. Voicemail

    When someone does not want to take a call, we should be able to hit send to voicemail to send it straight to their voicemail.

    •  

    2 votes

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