809 results found

1. Function to Disable Extensions

   We would like to implement a functionality to disable the extensions for certain Representatives from receiving external calls or direct transfers. We want to ensure the only calls received are through a skill.

   34 votes

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2. terminate calls in CX queue at end of business hours

   Our call center agents leave at 5pm. On high volume days, we may have 10 calls waiting in queue at 5pm when our agents logout for the day. We find that many of these calls will continue to remain in queue without accepting the callback option because they are unaware no one is going to be available until 8am the next morning. If we configure a queue event to disconnect calls when there are No Agents Signed In, we run the risk of disconnecting calls during the middle of the day when agents are leaving and returning from lunch. There is the chance we may have brief moments when all agents are logged out during business hours. So, the priority queue event, No Agents Signed In, is not preferred for our environment. I have configured the priority queue events for Queue closed, with a single play audio message that explains the office hours have ended and to call back during normal office hours with the event type set to “Call Termination.” However, this does not occur for active calls at 5pm. Needing an option to terminate calls with an announcement at the end of the day.

   I have an open support ticket for this question, but support has yet to provide a clear answer and is researching. This seems like a simple request. We previously used Cisco CCX and this action was in place by default.

   Our call center agents leave at 5pm. On high volume days, we may have 10 calls waiting in queue at 5pm when our agents logout for the day. We find that many of these calls will continue to remain in queue without accepting the callback option because they are unaware no one is going to be available until 8am the next morning. If we configure a queue event to disconnect calls when there are No Agents Signed In, we run the risk of disconnecting calls during the middle of the day when agents are leaving and returning from lunch. There… more

   2 votes

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3. Ability to only show numbers assigned to the sub account to be used as outbound caller ID on RingCX Campaign

   currently it shows all assigned numbers for the whole account instead of showing only numbers assigned to the sub account as outbound caller ID

   11 votes

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4. 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

   8 votes

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5. SMS Conversation Assigned to Different Agent During Active Voice Call with Same Customer

   We would like to know if there is a way to keep SMS interactions with the same agent who is currently handling an active voice call with the customer.

   Workflow:
   - An agent is on an active voice call with an install partner
   - During the call, the agent asks the customer to send photos via SMS
   - When the customer sends the SMS, the new SMS conversation is automatically assigned to a different available agent instead of the agent currently handling the voice call

   Our goal is to have the SMS conversation remain with the same agent handling the active call, allowing them to continue the interaction without transferring context or involving another agent

   We would like to know if there is a way to keep SMS interactions with the same agent who is currently handling an active voice call with the customer.

   Workflow:
   - An agent is on an active voice call with an install partner
   - During the call, the agent asks the customer to send photos via SMS
   - When the customer sends the SMS, the new SMS conversation is automatically assigned to a different available agent instead of the agent currently handling the voice call

   Our goal is to have the SMS conversation remain with the same agent handling the… more

   2 votes

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6. Add the Polish language (audio CALLBACK)

   Add Polish to callback audio messages to enhance the experience for Polish-speaking users by improving message comprehension and the quality of the customer journey in a multilingual context.

   4 votes

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7. Delete agent's old name from the agent full name filter

   When an agent's name is edited, the old name stays on the CX analytics agent full name filter. All interactions associated to the agent will be associated to the new name which makes the old name useless.

   2 votes

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8. Block Incoming CX Calls When Agent Is Already on an Active EX Call

   Request:
   Please submit a feature enhancement to prevent incoming CX queue calls from being presented to an agent who is already engaged in an active EX call.

   Current Behavior:
   When an agent is on an active EX call and an incoming CX queue call is received, the CX call may interrupt the ongoing call, place the active call on hold, and cause the agent's status to change to RNA.

   Requested Behavior:
   When an agent is already engaged in an active EX call, incoming CX queue calls should be blocked or prevented from being offered to that agent until the agent is available.

   Business Impact:
   The current behavior can interrupt active calls, place calls on hold, and result in agents being marked as RNA. This may negatively impact call handling and CX reporting.

   Expected Outcome:
   Agents who are actively engaged in an EX call should not receive or be interrupted by incoming CX queue calls until they become available.

   Priority:
   Please evaluate this enhancement and advise whether it can be implemented, along with any available timeline or alternative configuration/workaround.

   Request:
   Please submit a feature enhancement to prevent incoming CX queue calls from being presented to an agent who is already engaged in an active EX call.

   Current Behavior:
   When an agent is on an active EX call and an incoming CX queue call is received, the CX call may interrupt the ongoing call, place the active call on hold, and cause the agent's status to change to RNA.

   Requested Behavior:
   When an agent is already engaged in an active EX call, incoming CX queue calls should be blocked or prevented from being offered to that agent until the agent… more

   1 vote

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9. inbound CNAM

   For incoming calls into CX, can it automatically pull the CNAM and put it as the Caller Name when the call pops?

   2 votes

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10. Ability to control playback speed for variable audio that is captured in a workflow

    Need the ability to control playback speed for variable input audio that is captured in a workflow, e.g. credit card number. We want to make the playback slower so that the caller can clearly understand the number.

    1 vote

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11. Route Calls to the Agent With the Longest Time in AVAILABLE State

    Issue Summary:
    Calls are not being routed to the agent with the longest available time. Based on the RingCX Real-time Analytics report, calls are not consistently directed to the agent who has been available the longest.

    Current Behavior:
    RingCX routes calls without correctly prioritizing the agent with the longest AVAILABLE duration. Analytics (“Agent State Change Raw” report) confirmed that when a call arrives, the agent with the longest AVAILABLE state time is not always selected.

    Expected Behavior:
    RingCX should route calls to the agent who has been in the AVAILABLE state the longest.

    Troubleshooting Performed:

    Reviewed “Agent State Change Raw” in RingCX Analytics.

    Filtered the timeframe when agents were AVAILABLE at the moment of call arrival.

    Verified that calls were not routed to the agent with the longest AVAILABLE duration.

    Client Need / Requested Enhancement:
    The client requires that idle time be reset whenever an agent switches from WORKING / AWAY / BREAK / LUNCH back to AVAILABLE. This ensures accurate calculation of “longest available time” and correct routing behavior.

    Requested Action:
    Please implement a system update so that idle state automatically resets each time an agent re-enters AVAILABLE, ensuring proper longest-idle routing.

    Refer to:
    SF Case ticket: https://rc.lightning.force.com/lightning/r/Case/500TU00000lFlUzYAK/view?sv=%2Flightning%2Fo%2FCase%2Flist%3FfilterName%3D__Recent
    jira Ticket: https://jira.ringcentral.com/browse/EVSE-4563

    Issue Summary:
    Calls are not being routed to the agent with the longest available time. Based on the RingCX Real-time Analytics report, calls are not consistently directed to the agent who has been available the longest.

    Current Behavior:
    RingCX routes calls without correctly prioritizing the agent with the longest AVAILABLE duration. Analytics (“Agent State Change Raw” report) confirmed that when a call arrives, the agent with the longest AVAILABLE state time is not always selected.

    Expected Behavior:
    RingCX should route calls to the agent who has been in the AVAILABLE state the longest.

    Troubleshooting Performed:

    Reviewed “Agent State Change Raw”… more

    11 votes

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12. RingCX Conference Calling

    RingCX Conference Calling
    The customer would like to have conference calling functionality in the RingCX platform, enabling them to add more than two participants to a call.

    3 votes

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13. Agent Ability to Delete Emails/Conversations

    Currently, agents do not have the ability to delete emails or conversations emails from RingCX. In our environment, the email address associated with the platform is frequently copied on exchanges that are not relevant to agent activity or customer interactions. Historically, these messages could be removed by users to maintain a clean and relevant inbox.

    The absence of a deletion capability can lead to unnecessary clutter, making it more difficult for agents to focus on actionable customer communications and increasing the time spent managing non-relevant interactions.

    We would therefore like to request the addition of an agent-level email/conversation deletion feature, allowing authorized agents to remove emails or conversation threads that are not related to customer service activities. This functionality would help improve agent efficiency.

    Currently, agents do not have the ability to delete emails or conversations emails from RingCX. In our environment, the email address associated with the platform is frequently copied on exchanges that are not relevant to agent activity or customer interactions. Historically, these messages could be removed by users to maintain a clean and relevant inbox.

    The absence of a deletion capability can lead to unnecessary clutter, making it more difficult for agents to focus on actionable customer communications and increasing the time spent managing non-relevant interactions.

    We would therefore like to request the addition of an agent-level email/conversation deletion feature,… more

    2 votes

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14. Transcriptions for voicemail email notifications in RingCX

    Current Behavior:
    When a call routed to a workflow or voice queue is sent to voicemail, the email notification received contains only the voicemail recording as an attachment. There is no voicemail transcription included in the email body.

    Requested Enhancement:
    Enable voicemail transcriptions to be included directly in the email notifications sent when a voicemail is left for a workflow or voice queue.

    This functionality already exists in the RingEX platform, and we would like to have the same capability available in RingCX for consistency and usability.

    Important Clarification:

    This request is not related to the Queue Voicemail Channel feature.
    The Queue Voicemail Channel routes voicemails to agents assigned to a digital channel, which is a different use case.
    The requirement is to receive voicemail transcriptions in the company email inbox that currently receives voicemail notifications, not within the queue voicemail channel or agent workspace.

    Business Value:

    Improves accessibility and readability of voicemail messages
    Reduces the need to download and listen to voicemail recordings
    Aligns RingCX capabilities with existing RingEX functionality
    Enhances customer experience and operational efficiency

    Current Behavior:
    When a call routed to a workflow or voice queue is sent to voicemail, the email notification received contains only the voicemail recording as an attachment. There is no voicemail transcription included in the email body.

    Requested Enhancement:
    Enable voicemail transcriptions to be included directly in the email notifications sent when a voicemail is left for a workflow or voice queue.

    This functionality already exists in the RingEX platform, and we would like to have the same capability available in RingCX for consistency and usability.

    Important Clarification:

    This request is not related to the Queue Voicemail Channel feature.… more

    7 votes

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15. Feature Enhancement Request: Customer-Controlled Azure Text-to-Speech (TTS) Voice Selection via SSML in RingCX Workflows

    Feature Enhancement Request: Customer-Controlled Azure Text-to-Speech (TTS) Voice Selection via SSML in RingCX Workflows

    Title:
    Enable SSML Support and Customer-Controlled Azure Text-to-Speech Voice Selection for IVR Workflows

    Product:
    RingCX Workflow / IVR Text-to-Speech (Azure TTS)

    Business Justification:
    Following the migration from Poly TTS to Azure Text-to-Speech, customers have lost the ability to control which voice is used for IVR prompts. The platform currently assigns a default Azure voice with no option for customers to select a preferred voice or configure speech characteristics.

    This has resulted in:

    • Unexpected voice changes without prior customer notification.
    • Customer dissatisfaction due to inconsistent IVR branding and user experience.
    • Reduced flexibility for multilingual deployments and accessibility requirements.
    • Lack of documentation explaining the change, supported voices, and current platform limitations.

    Several enterprise customers have requested the ability to choose Azure voices directly, particularly through Speech Synthesis Markup Language (SSML), allowing customization of voice, language, speaking style, pronunciation, and other speech attributes.

    Current Limitation
    • Workflow Text-to-Speech uses a fixed Azure voice.
    • Customers cannot specify:

    Azure voice name
    Language or locale
    Neural voice
    Speaking style
    Prosody (rate, pitch, volume)
    • No SSML input is supported.
    • No fallback or notification mechanism exists when the Azure TTS backend experiences failures.
    • Documentation does not clearly describe supported voices or service limitations.

    Requested Enhancement

    • Implement SSML support within the Workflow Text-to-Speech function to allow customers to fully leverage Azure Speech capabilities while maintaining compatibility with the existing Azure backend.

    The enhancement should allow customers to:

    1. Enter SSML directly within the TTS node.
    2. Select supported Azure voices.
    3. Configure: • Voice • Language • Speaking style • Rate • Pitch • Volume • Pronunciation
    4. Support multilingual voice selection where available.
    5. Validate SSML before execution.
    6. Maintain backward compatibility for customers who continue using plain text.

    Additional Requested Improvements

    1. Supported Voice Documentation

    Provide documentation that includes:
    • List of supported Azure voices
    • Supported locales
    • Neural voice availability
    • SSML examples
    • Feature limitations
    • Usage guidelines
    2. Advanced Voice Clarification

    Clarify whether premium Azure/OpenAI voices (for example, Nova Multilingual Neural HD) will be supported and whether their usage incurs additional licensing or operational costs.

    1. Backend Monitoring and Failure Handling

    Improve resiliency of the TTS service by providing:

    • Detection of Azure TTS service failures.
    • Workflow error handling when synthesis fails.
    • Optional fallback logic.
    • Monitoring and alerting for backend outages.
    • Customer-facing notifications for service-impacting events.

    1. Customer Change Communication

    Establish a standardized process for notifying customers whenever backend speech engines or default voices change to avoid unexpected IVR behavior and preserve customer experience.

    Expected Benefits
    • Restores customer control over IVR voice experience.
    • Enables richer, more natural speech using Azure SSML.
    • Improves multilingual support.
    • Reduces customer complaints following backend changes.
    • Improves documentation and product transparency.
    • Enhances reliability through better monitoring and failure handling.
    Aligns RingCX with Azure Speech capabilities and customer expectations.
    Priority

    High

    This enhancement addresses a customer-facing functionality gap introduced during the migration from Poly TTS to Azure TTS and impacts IVR branding, accessibility, multilingual deployments, and overall customer experience.

    Customer Impact
    • Customers currently cannot customize Azure voices.
    • Existing IVRs may sound different after backend changes without customer awareness.
    • Organizations relying on branded voice experiences cannot maintain consistency.
    • Lack of failure visibility can result in silent IVR issues during Azure TTS outages.

    Proposed Next Steps
    • Design and implement SSML support within the Workflow TTS node.
    • Confirm the list of Azure/OpenAI voices that will be supported.
    • Determine any licensing or pricing implications for premium voices.
    • Publish comprehensive product documentation.
    • Implement monitoring, fallback handling, and customer notification mechanisms.
    • Communicate the implementation timeline to affected customers.

    This enhancement was discussed jointly with Engineering and Support, with agreement to pursue SSML support as the long-term solution for restoring customer control over Azure Text-to-Speech voice selection.

    Feature Enhancement Request: Customer-Controlled Azure Text-to-Speech (TTS) Voice Selection via SSML in RingCX Workflows

    Title:
    Enable SSML Support and Customer-Controlled Azure Text-to-Speech Voice Selection for IVR Workflows

    Product:
    RingCX Workflow / IVR Text-to-Speech (Azure TTS)

    Business Justification:
    Following the migration from Poly TTS to Azure Text-to-Speech, customers have lost the ability to control which voice is used for IVR prompts. The platform currently assigns a default Azure voice with no option for customers to select a preferred voice or configure speech characteristics.

    This has resulted in:

    • Unexpected voice changes without prior customer notification.
    • Customer dissatisfaction due to inconsistent… more

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16. Realtime reporting to report on Categories

    Placeholder to provide more details...

    2 votes

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17. Add API and Reporting Indicator for Carrier-Masked / Altered Caller IDs

    Introduce a metadata field, flag, or indicator within the API response payload (e.g., Call Log API, RingCX API) and exported Analytics reports that identifies if a Caller ID/ANI is:

    The original caller phone number provided by the originating carrier, OR

    A suspected masked/replaced number applied during the telecom routing process (based on known SIP header metadata or gateway routing patterns).

    2 votes

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18. RCX | Increase data download

    have the ability to increase the data download in RingCX analytics from 80,000 to higher.

    5 votes

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19. Include Audio File Attachments on RingCX Voicemail Notifications

    Instead of the weblinks attached to access voicemail messages from RingCX, we'd like to attach the exact audio file to the email notification.

    19 votes

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20. RingCX Feature Request: Native Integration for RingEX Call Queue Transfers

    When an agent is using the RingCX application, they have the ability to transfer calls to RingEX users and see their extensions in the corporate directory. However, there is no native integration that allows RingCX agents to transfer calls directly to RingEX call queues. The customer is currently using a workaround where they manually upload the DIDs of the RingEX call queues into the RingCX phone book, which allows for transfers as if it were an external contact. This is a time-consuming and inefficient process that requires manual maintenance whenever a call queue is changed or added. The customer would like a feature that automatically integrates RingEX call queues into the RingCX directory, providing a seamless and automated way to transfer calls. This is a feature request, not a Salesforce adapter issue.

    When an agent is using the RingCX application, they have the ability to transfer calls to RingEX users and see their extensions in the corporate directory. However, there is no native integration that allows RingCX agents to transfer calls directly to RingEX call queues. The customer is currently using a workaround where they manually upload the DIDs of the RingEX call queues into the RingCX phone book, which allows for transfers as if it were an external contact. This is a time-consuming and inefficient process that requires manual maintenance whenever a call queue is changed or added. The customer would… more

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    New  ·  0 comments  ·  Interaction routing, workflow & queuing  ·  Delete…  ·  Admin →
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