784 results found

1. Admin Roles and Permissions Access Control

   Add a dedicated permission within the Admin Role section that allows organizations to grant or restrict access to Roles and Permissions for individual administrators.

   Currently, administrators cannot be given broader account-management capabilities, such as account visibility and managing users or queues, without also receiving access to roles, permissions, and access-control settings.

   The requested enhancement would allow some administrators to manage operational areas of the account while preventing them from assigning roles, modifying role permissions, or granting and removing permissions for other users.

   This would support a clearer separation between account management and access governance, while reducing the risk of unauthorized or unnecessary permission changes.

   Add a dedicated permission within the Admin Role section that allows organizations to grant or restrict access to Roles and Permissions for individual administrators.

   Currently, administrators cannot be given broader account-management capabilities, such as account visibility and managing users or queues, without also receiving access to roles, permissions, and access-control settings.

   The requested enhancement would allow some administrators to manage operational areas of the account while preventing them from assigning roles, modifying role permissions, or granting and removing permissions for other users.

   This would support a clearer separation between account management and access governance, while reducing the risk of unauthorized… more

   31 votes

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2. Configurable Auto-Resolve Settings for SMS Shared Inbox

   Customer is requesting additional configuration options for SMS Shared Inbox conversation management.

   Current behavior automatically moves SMS conversations to the “Resolved” folder after a certain period, which the customer reports is causing confusion and inconvenience for users managing ongoing conversations.

   Requested enhancements:

   Ability to disable automatic movement of SMS conversations to the “Resolved” folder.
   Ability to configure or extend the auto-resolve interval before conversations are moved to the “Resolved” folder (e.g., allow longer retention periods such as weeks or months).

   Customer also noted that replying to a resolved conversation starts a new active thread while previous messages remain in the Resolved folder, making conversation tracking difficult.

   Business Impact:
   The current workflow is affecting visibility and continuity of SMS conversations within the shared inbox and creating operational confusion for users handling customer communications.

   Customer is requesting additional configuration options for SMS Shared Inbox conversation management.

   Current behavior automatically moves SMS conversations to the “Resolved” folder after a certain period, which the customer reports is causing confusion and inconvenience for users managing ongoing conversations.

   Requested enhancements:

   Ability to disable automatic movement of SMS conversations to the “Resolved” folder.
   Ability to configure or extend the auto-resolve interval before conversations are moved to the “Resolved” folder (e.g., allow longer retention periods such as weeks or months).

   Customer also noted that replying to a resolved conversation starts a new active thread while previous messages remain in the… more

   21 votes

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3. call back to follow queue business hours

   We have a CX Queue called RPS.  On Fridays, the queue closes at about 4:30pm.  The agents log off and go home.  Sometimes there is a requested callback still waiting to happen.  The next morning, the RPS agent arrives at 6:45am for our 7:00am opening of the rehabilitation department.  The agent needs to log in to receive any calls concerning the 7am appointments, like late arrive or cancelling the appointment.  This agent then at 6:45am fields the callback that was left the previous night.  This is too early to be calling patients.  We would like that callback to start at 8:00am. 

   We have a CX Queue called RPS.  On Fridays, the queue closes at about 4:30pm.  The agents log off and go home.  Sometimes there is a requested callback still waiting to happen.  The next morning, the RPS agent arrives at 6:45am for our 7:00am opening of the rehabilitation department.  The agent needs to log in to receive any calls concerning the 7am appointments, like late arrive or cancelling the appointment.  This agent then at 6:45am fields the callback that was left the previous night.  This is too early to be calling patients.  We would like that callback to start at… more

   25 votes

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4. Omnichannel & Scheduled Callback for RingCentral RingCX Handled in Workflows

   Advanced Omnichannel & Scheduled Callback for RingCentral RingCX Handled in Workflows

   The current "Callback in Queue" functionality in RingCentral RingCX is bound strictly to individual queue events, creating operational gaps and falling short of modern CCaaS market standards. This proposal outlines a comprehensive enhancement to transition RingCX from a basic, reactive voice-callback mechanism to an intelligent, omnichannel, and customer-scheduled callback ecosystem.
   By embedding callback logic directly into the IVR workflow and digital routing engines, RingCX will empower administrators with precise operational control, provide agents with critical customer context, and offer customers unprecedented flexibility across voice and digital channels.

   Implementing these enhancements directly addresses key operational metrics and market positioning:
   ● Competitive Parity: Bridges the feature gap with legacy and Tier-1 CCaaS competitors who offer robust, multi-modal scheduled callbacks out of the box.
   ● Reduced Abandonment Rates: Giving callers alternative channels and precise scheduling windows dramatically lowers abandoned call rates.
   ● Improved Agent Efficiency & Customer CSAT: Eliminates the awkward "Hi, who am I speaking with and how can I help you?" phase of a callback. Agents answer the call fully briefed, armed with context, and ready to resolve the issue immediately.

   Advanced Omnichannel & Scheduled Callback for RingCentral RingCX Handled in Workflows

   The current "Callback in Queue" functionality in RingCentral RingCX is bound strictly to individual queue events, creating operational gaps and falling short of modern CCaaS market standards. This proposal outlines a comprehensive enhancement to transition RingCX from a basic, reactive voice-callback mechanism to an intelligent, omnichannel, and customer-scheduled callback ecosystem.
   By embedding callback logic directly into the IVR workflow and digital routing engines, RingCX will empower administrators with precise operational control, provide agents with critical customer context, and offer customers unprecedented flexibility across voice and digital channels.

   Implementing these… more

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   14 votes

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5. Add Busy Tone and Announcement options for RingEX calls during active RingCX sessions

   Current Behavior: The "Send RingEX calls to voicemail" feature currently routes all direct calls to the user’s personal voicemail while they are on a RingCX call. There is no alternative for organizations that do not use voicemail or want to avoid agents managing a personal inbox backlog.

   Proposed Solution: Expand the current "Send to Voicemail" permission into a selectable menu with three additional handling options:

   • Busy Tone: Disconnect with a busy signal to indicate the agent is occupied.

   • Announcement Only: Play a "User is busy" recording and disconnect without allowing a voicemail to be left.

   • Forwarding: Route the direct call to a prefered destination.

   Business Value:

   • Agent Efficiency: Prevents REX personal voicemail clutter for agents in high-volume CX environments.

   • Improved CX: Callers get immediate feedback (Busy/Announcement) rather than leaving messages that may not be checked for hours.

   • Flexibility: Supports business workflows where personal voicemail is disabled or not used.

   Benefits:

   • Eliminates administrative overhead for agents.

   • Provides more professional call handling options during active CX sessions.

   • Allows for "Active" rather than "Passive" call management.

   Current Behavior: The "Send RingEX calls to voicemail" feature currently routes all direct calls to the user’s personal voicemail while they are on a RingCX call. There is no alternative for organizations that do not use voicemail or want to avoid agents managing a personal inbox backlog.

   Proposed Solution: Expand the current "Send to Voicemail" permission into a selectable menu with three additional handling options:

   • Busy Tone: Disconnect with a busy signal to indicate the agent is occupied.

   • Announcement Only: Play a "User is busy" recording and disconnect without allowing a voicemail to be left.

   • Forwarding: Route the direct call… more

   21 votes

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6. Add filter for Holiday 'Queue is Open' System Alerts

   Issue:
   The system is not configured to check the holiday schedule, causing it to send alerts that a queue is open even when it is closed for a holiday.

   Proposed Solution:
   Add a filter option to the alert system that allows it to check the holiday schedule. This filter would prevent "queue is open" alerts from being sent on scheduled holidays, ensuring the alerts accurately reflect the operational status of the queue.

   88 votes

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7. ring CX call id

   When receiving an incoming call from an employee their name is not displayed unless they are on the ex side only. This causes confusion on who is calling. We would like for the employees name that is calling any internal extension to be displayed on the incoming call whether they are cx or ex

   19 votes

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8. callback callerID

   Q callbacks can only be provisioned with the CID of an existing queue. This does not use the Q's Manual Outbound or Transfer Override Caller ID settings. It appears its using a phone number assigned to a channel that routes the call to the Q.

   Customer is requesting an option to include / enter an external number as the CID.

   Currently, if another number is entered in the "Callback from Queue" field, it is disregarded and uses the default queue, which results in the channel's phone number assigned to the Q.

   Customer supports multiple residential properties and all calls originally reaches these properties. If calls are not answered or REX CQs wait settings are reached, it forwards to RCX via CCRN. These CCRNs are not published and customer prefers these are not to be used as Callback CIDs and would like to use their main published number. This main published number is also an external number which has been approved as a Substitute CallerID and completed the process for the account.

   Q callbacks can only be provisioned with the CID of an existing queue. This does not use the Q's Manual Outbound or Transfer Override Caller ID settings. It appears its using a phone number assigned to a channel that routes the call to the Q.

   Customer is requesting an option to include / enter an external number as the CID.

   Currently, if another number is entered in the "Callback from Queue" field, it is disregarded and uses the default queue, which results in the channel's phone number assigned to the Q.

   Customer supports multiple residential properties and all calls originally… more

   7 votes

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9. Robo calls and Spam caller detection

   This feature bolsters operational efficiency for our customers by filtering out unwanted calls that disrupt daily business workflows.

   22 votes

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10. Feature Request: Configurable Agent “Working” State Timeout

    Feature Request: Configurable Agent “Working” State Timeout
    Summary

    Enable RingCX administrators to configure a maximum duration that agents can remain in the Working status. When an agent reaches the configured timeout—for example, one hour—RingCX should automatically perform an administrator-selected action.

    Problem Statement

    • Agents may unintentionally remain in the Working status for extended periods, making them unavailable to receive new interactions. This can reduce queue coverage, affect service levels, and require supervisors to identify and correct agent statuses manually.

    Proposed Solution

    • Add an Agent State Timeout setting to the RingCX Admin Portal. Administrators should be able to:

    1. Enable or disable the timeout for the Working status.
    2. Configure the timeout duration.
    3. Select the action RingCX performs when the threshold is reached. Timeout Actions

    Administrators can choose one of the following actions:

    1. Sign out of RingCX • Completely sign the agent out of RingCX.
    2. Sign out of all queues • Remove the agent from every assigned queue while keeping them signed in to RingCX.
    3. Change status to Available • Automatically change the agent’s status from Working to Available so they can receive new interactions.
    4. Do nothing Keep the agent in Working status. The timeout event may still be recorded for reporting or monitoring purposes.

    Functional Requirements
    • The timeout duration must be configurable by an authorized administrator.
    • The timer starts when an agent enters the Working status.
    • The timer resets whenever the agent exits and later re-enters the Working status.
    • The configured action is performed only if the agent remains continuously in Working status for the entire timeout period.
    • If the agent changes status before the threshold is reached, no timeout action is performed.
    • The setting may be configured globally and, if supported by RingCX’s configuration model, overridden for specific teams or agent groups.
    • Only users with the appropriate administrative permissions can change the timeout configuration.
    • Configuration changes should be recorded in the administrative audit log.

    Each timeout event should record:
    • Agent name or ID
    • Time the agent entered Working status
    • Configured timeout duration
    • Time the threshold was reached
    • Action performed

    Result of the action

    Agent Experience

    • RingCX should optionally notify the agent before performing the configured action. For example:

    "You have been in Working status for 55 minutes. Your status will automatically change in 5 minutes."

    When the action is performed, the agent should receive a confirmation explaining what happened and why.

    Acceptance Criteria

    1. Given that the Working State Timeout is enabled, when an agent remains continuously in Working status for the configured duration, then RingCX performs the selected timeout action.

    2. Given that the selected action is Sign out of RingCX, when the timeout is reached, then the agent is signed out of RingCX.

    3.Given that the selected action is Sign out of all queues, when the timeout is reached, then the agent is removed from all queues but remains signed in to RingCX.

    1. Given that the selected action is Change status to Available, when the timeout is reached, then the agent’s status changes to Available.

    2. Given that the selected action is Do nothing, when the timeout is reached, then the agent remains in Working status and no automatic status change or sign-out occurs.

    3. Given that an agent exits Working status before reaching the timeout, then no timeout action is performed and the timer is cleared.

    4. Given that an agent later re-enters Working status, then a new timeout period begins.
       Given that an automatic timeout action occurs, then the event and its result are recorded in the audit or activity log.

    5. Given that a pre-timeout notification is enabled, then the agent receives a warning at the configured time before the action occurs.

    Business Value

    This feature would help organizations:

    • Prevent agents from remaining unavailable unintentionally.
    • Improve queue coverage and workforce availability.
    • Reduce manual monitoring by supervisors.
    • Improve the accuracy of agent-state reporting.
    • Maintain service levels through consistent status management.

    Feature Request: Configurable Agent “Working” State Timeout
    Summary

    Enable RingCX administrators to configure a maximum duration that agents can remain in the Working status. When an agent reaches the configured timeout—for example, one hour—RingCX should automatically perform an administrator-selected action.

    Problem Statement

    • Agents may unintentionally remain in the Working status for extended periods, making them unavailable to receive new interactions. This can reduce queue coverage, affect service levels, and require supervisors to identify and correct agent statuses manually.

    Proposed Solution

    • Add an Agent State Timeout setting to the RingCX Admin Portal. Administrators should be able to:

    1. Enable or… more
    8 votes

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11. RCX AGENT DIALPAD

    RCX Agent Dialpad should be added on Agent Tab in RingCentral App.
    This means that the Dialer/Dialpad within RingCX Tab has RingCX CallerID's by default and will have no option to use RingEX lines as OB Caller ID. This will enhance and minimize agent errors when making an outbound call.

    •  

    12 votes

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12. RingCx Agent non-activity (Idle) for an amount of time - to change status to any unavailable state

    The customer wants agents' status to automatically change to a selected unavailable state after a specified idle time period.

    7 votes

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13. Channels

    Have the ability to download ALL channels, through the RingCX channel section.

    Currently, only Voice Channels are exported into .csv.
    Making it so ALL channels (voice, digital) are exported to the list, would make a more streamlined experience.

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    8 votes

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14. Last Agent Routing with Outbound Dialer

    RingCX supports last agent routing only if a call has connected to an agent previously.
    Request for a feature enhancement - include outbound dialer attempts in which a lead is calling back in after missing the call, and route to the last agent who called out to them utilizing the Route to Last Agent queue event.

    37 votes

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15. Exclude digital identities in bulk

    Need the ability to exclude digital identities in bulk. Specifically, we are looking for a way to exclude Identities with email domains that are not part of our company. We have over 1 M entries and performing this task manually is too labor intensive.

    7 votes

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16. Enable Outlook GAL Search in RingCX Digital Email (To/CC/BCC/Forward Fields)

    Business Need:
    *Customers using RingCX Digital email interactions require the ability to search and select recipients directly from the Microsoft Outlook Global Address List (GAL) when composing, replying to, or forwarding emails.

    Current Behavior:
    *The"Sync with RingEX Contacts" feature currently supports contact lookup only within the RingCX Integrated Softphone in SPOG for voice-related workflows. Users can search contacts and initiate or transfer calls using synchronized Outlook/GAL contact information. The feature does not provide GAL search capabilities within RingCX Digital email fields (To, CC, BCC, or Forward). As a result, agents must manually enter known email addresses. The upcoming release is limited to Voice on SPOG only, and Digital support was removed from the release scope.

    Requested Enhancement:
    *Add Outlook GAL lookup and recipient selection capabilities to RingCX Digital email interactions, including:

    • To field
    • CC field
    • BCC field
    • Forward recipient field

    Expected Outcome:

    • Agents can search the organization's Outlook GAL directly from RingCX Digital.
    • Matching contacts are displayed and selectable from a searchable directory.
    • Email addresses are automatically populated when a contact is selected.
    • Consistent user experience between Voice and Digital channels.

    Customer Impact:

    • Eliminates manual entry of email addresses.
    • Reduces addressing errors.
    • Improves agent efficiency and productivity.
    • Enhances integration between Microsoft 365 and RingCX Digital.

    Use Case:
    *An agent handling a Digital email interaction needs to forward or send an email to an internal employee but does not know the employee's email address. The agent should be able to search the Outlook GAL and select the recipient directly from the To/CC/BCC/Forward fields, similar to the contact lookup experience available in Voice/SPOG.

    Business Value:
    *This enhancement would improve usability for Digital agents, reduce handling time, and provide feature parity between voice and digital contact workflows.

    Business Need:
    *Customers using RingCX Digital email interactions require the ability to search and select recipients directly from the Microsoft Outlook Global Address List (GAL) when composing, replying to, or forwarding emails.

    Current Behavior:
    *The"Sync with RingEX Contacts" feature currently supports contact lookup only within the RingCX Integrated Softphone in SPOG for voice-related workflows. Users can search contacts and initiate or transfer calls using synchronized Outlook/GAL contact information. The feature does not provide GAL search capabilities within RingCX Digital email fields (To, CC, BCC, or Forward). As a result, agents must manually enter known email addresses. The upcoming release is… more

    7 votes

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17. RCX SFTP configuration - Be able to define SFTP port number

    A customer has requested the ability to use a custom SFTP port within RingCX. Currently, the product connects only via the default SSH port (TCP 22), but some clients require a different port for security or network reasons.

    Adding support for a configurable port would improve client compatibility and help reduce integration issues.

    10 votes

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18. Ability to see the weighted mean on Real Time Dashboards

    Ability to see the weighted mean on Real Time Dashboards
    Currently, on the Total Row in the Real Time Dashboard, if the data is regarding Average SOA or Average Queue, it only calculates by adding the Average SOA per queue then dividing it by the total number of queues disregarding the amount of calls answered by each queue. It would be benificial to change the logic to weighted mean for data that involves average.

    15 votes

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19. Ability to control the start and end times for Callbacks generated from Inbound Queues

    Need the ability to control the start and end times for Callbacks generated from Inbound Queues in order to prevent calling customers in different time zones too early or late.

    8 votes

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20. RingCx Agent Stop Dialing key to automatically change status of agent to RNA or any unavailable state.

    RingCx Agent Stop Dialing key to automatically change status of agent to RNA or any unavailable state.

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    New  ·  0 comments  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
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