1192 results found
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Add time based variable to holiday configuration
Managing segmented or partial holidays in RingCX Workflows and Administration is difficult. Admins have to create the holiday and then add multiple scheduling objects to the IVR Workflow to split out partial times during a specific date.
Adding the ability to specify times of day for a configured holiday would allow a customer to apply routing logic to a specific time period for a specific date.Example:
- On Oct 1, the service department is closed from 12pm-1pm
- Between 12 and 1 on Oct 1, they want calls to route to the operator instead of the service departmentIn…
58 votes -
Preserve Agents’ extension as Caller ID for Internal Calls
When agents make internal calls on the SPOG, their caller ID shows the RingCX caller ID Setup. It would be helpful if the system preserved the agent’s actual Extension as caller ID so colleagues can easily recognize who is calling.
6 votes -
To Have Start and End Time Attributes in RingCX for Salesforce
We would like to request the addition of attributes in RingCX for Salesforce that capture both start and end times. This functionality would provide better tracking, reporting, and integration with workflows, ultimately improving visibility and efficiency for users.
6 votes -
View RingCX Dashboards in Softphone-Client
It should be possible to display the created dashboards from Analytics directly in the client, preferably via an additional selection, so that the website does not have to be open in parallel for the display.
9 votes -
Drop Down Global Phonebook for Transfers when using the Desktop Ap
If you use Web Based CX, the agent can utilize a drop down menu to access the Global Phonebook when transferring a call. It does NOT work when the agent is using the Desktop Ap. Can this be updated?
3 votesThank you for your interest in this product idea for RingCentral. Currently corporate directory is available for RingCX call transfers, and we have already started our work to integrate personal address book and other integrations as well.
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Auto answer management options separately for inbound and outbound calling
the customers would like to be able to manage answer mode in different ways depending on the direction :
have the ability to enable/disable inbound auto answer
in parallel have the ability to enable/disable outbound auto answerso even if you disable the autoanswer for inbound, you can still "autoanswer" outbound calling
the impact:
when receiving a call they should be able to manually answer (1 click)
when initiating the call they should be able to dial the number without the need to click on 2 different buttons (the dial button + answer button) (1 click - the wished behavior-…51 votes -
Access RingCX Voicemails in the RingCentral Chrome Extension
Ability to route and access RingCX voicemails in the RingCentral Chrome Extension
6 votes -
Analytics and real time data discrepancies.
We need to have the correct data under the real-time analytics. Currently, there are discrepancies between the real data and the data shown on live reports, the numbers are not correct, and they do not correlate with the other widgets, some widgets show some data and some widgets show different data even when they should be reflecting the same numbers. Even checking under performance reports or business analytics will show some discrepancy, and it hinders our abilities to correctly assess the situation and give correct feedback or adjust our team numbers, etc. There is one example attached.
4 votes -
add an "N/A" (Not Applicable) option in Ringsense, when AI grades a calls
Right now, when the AI grades calls, it applies all questions in the questionnaire with only "Yes" or "No" options. However, not all questions are always relevant to every call.
It would be helpful to add an "N/A" (Not Applicable) option so that irrelevant questions don’t impact the overall score.
8 votesThank you for your valuable feedback. We've now implemented this feature and is available on your account. Scorecard answers can also include N/A as an option.
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Integration of RCS (Rich Communication Services) as a Communication Channel in RingCX
Summary:
We formally request the addition of RCS (Rich Communication Services) as a supported communication channel within the RingCX platform. This feature would enable businesses to deliver a next-generation mobile messaging experience, significantly enhancing digital engagement capabilities beyond traditional SMS and MMS.What is RCS?
RCS is a modern messaging protocol designed to replace SMS and MMS, offering rich media capabilities and real-time interaction features within a user’s native messaging app. Unlike SMS, which is limited to plain text and dependent on cellular networks, RCS operates over IP (internet protocol), allowing for a more robust and versatile communication experience via…9 votes -
Increase Historical Report Capacity
RingCX Historical Reporting is limited to 60k lines per RC Support site. Customer is making around 200K OB dials per day, and wants to be able to report on every interaction in one report. With current limitations, customer will have to download 4 separate reports.
7 votes -
Agent Search on the Platform
Agent Search on the Platform
The search functionality within the Agents section does not return any results when used to assign the IB-MAIL or IB-Phone skill. This behavior is abnormal and prevents proper identification or selection of the relevant skills.
Access Path:
User Interface → Agents → Select User → Digital Access or Inbound Access → Search for an Agent
Expected Behavior:
The search should:Display IB-MAIL or IB-Phone agents as a priority (highlighted or listed first),
Correctly show the skill that matches the entered criteria.Additional Observation:
The search works correctly when performed through the Customer Journey menu. However,…4 votes -
RingCX- Ability to upload Audio File and change the system default audio
RingCX- Ability to upload an Audio File and change the system default audio
10 votes -
Ask first transfer creates a blind conference. Does not behave as expected.
When transferring a call, and clicking the Ask First button, the system creates a blind conference call with the caller still on the line.
Expected behavior is to put the caller on hold, while the agent speaks with the person to which they are trying to transfer the call.
4 votes -
Upgrade RingCX Phonebook to detect details when a person from the phone book calls.
Feature Request: Upgrade RingCX Phonebook to detect details when a person from the phone book calls.
Request Overview: The customer requests the ability for an address book of phone numbers (of the general public) that they would like to use to identify incoming calls. So, when someone calls from a number that is on that list, their name will show up in RingCX, and agents can decide what they want to do with that call before answering it or in some cases, not answer it.
Current Behavior: Currently, RingCX Phonebooks is mainly for transferring calls.
Requested Enhancement: Upgrade RingCX Phonebook…
6 votes -
Local bucket/connect based RingCX analytics report
Local bucket/connect based RingCX analytics report. A kind of report/custom report that will show the usage of their local connect/bucket.
7 votes -
Admins to be able to delete call recordings within RingCX
Currently in RingCX, if we need a call recording deleted, we have to log a case and get it escalated to the right team. It would be much more effective if admins with analytics access could delete call recordings themselves.
9 votes -
RingCX - Play Remaining Esimated Wait Time to Callers in Queues (More than just once)
When callers are waiting in a queue, RingCX can only play back the estimated wait time once. Other phone systems have an option to let callers know the estimated wait time every X seconds, such as once every 45 seconds, so they know how long it is before their call is answered.
We would like to see RingCX updated so it allows us to teller our callers how long it is before their call is answered more than just one time.
Also, there is a RingCX configuration that lets the callers know their position in the queue, such as "caller…
26 votes -
Feature Request: Display Call Recording Storage Usage in RingCX
Customers currently cannot view the total disk space used by call recordings within RingCX, as storage is managed only by retention timeframe. Providing a feature that shows the actual storage size (in gigabytes) of call recordings per account would help customers better manage their storage, forecast costs (especially when archiving offsite), and optimize retention policies. This visibility would improve transparency and enhance customer experience.
6 votes -
Sync RingCentral App status with RingCX SPOG status
The ability of the RC app to change its status to DND when a RingCX call comes in, so they won't receive an REX call. The same goes when receiving an RC App call to change the RCX status to Unavailable or Busy.
6 votes
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