1362 results found
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Automated or bulk download capability for RingCX transcripts.
Automated or bulk download capability for RingCX transcripts.
The customer is requesting a bulk export feature for RingCX call transcripts.1 vote -
Prevent an agent from requeing into a queue with no available agents
Prevent an agent from requeing into a queue with no available agents. This helps ensuring no calls are accidentally sent to a queue with no one available to pick up the phone.
2 votes -
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.
4 votes -
Add "Not Live Person" flag and option for pre-recorded message for Manual calls.
Add "Not Live Person" flag and option for pre-recorded message for Manual calls.
In disposition this is not available now and only available in the auto dialer outbound calls.1 vote -
ability to activate call forwarding on all company numbers on the account
When activating a call forwarding using all company phone numbers it should applied on
all of the numbers on the account not just only applicable on company numbers, because it gives a misleading to the customers.1 vote -
RCX | Increase data download
have the ability to increase the data download in RingCX analytics from 80,000 to higher.
1 vote -
Option to remove "Escalate to video" button on Chat
There is currently no setting that can remove the option to "Escalate to video" for agents on chat. Please give us the option to toggle it on and off.
1 vote -
Provide AI Summary Webhook Endpoints for Digital Channels(Email, Chat, SMS)
Provide AI Summary endpoints or direct variables applicable for webhooks and API workflows for Digital Channels (Inbound and Outbound)
These endpoints should allow customers to programmatically retrieve AI-generated summaries in real time or near real time, independent of RCX Workflow-only implementations.
BenefitsDelivers on the originally communicated AI value proposition
Enables true omnichannel AI insights across voice and email
Supports deeper system integrations and automation use cases
Reduces dependency on workflow-only extraction methods
Improves customer satisfaction and trust in RingCX AI roadmapSupporting AI summary extraction across all major communication channels is critical to achieving feature parity, enabling scalable integrations,…
1 vote -
Native Call Park Capability in RingCX
While RCX has provided a workaround to simulate a call park–like experience, customers have found this approach to be inefficient, cumbersome, and misaligned with how agents are expected to manage active calls. The workaround adds unnecessary steps, increases handling time, and does not deliver the simplicity or flexibility of a true call park feature.
Current LimitationNo native Call Park functionality in RingCX
Agents must rely on non-standard or manual workarounds
Workarounds do not align with real-world call-handling practices
Reduced agent efficiency and increased call handling complexityRequested Enhancement
Add native Call Park support to RingCX, allowing agents to:Park…
1 vote -
Enable Automated Disposition Email Generation for Manual Outbound Calls
RingCX currently supports automated email generation for inbound calls based on the disposition selected by the agent, through custom workflow. This feature has already been designed, presented, demo’d, and validated for inbound workflows.
However, during UAT, customers requested that this same functionality be extended to manual outbound calls, which is not currently supported.
Current Limitation:
Automated disposition-triggered emails only work for inbound calls
Manual outbound calls do not generate emails, even when dispositions are applied
Agents must perform follow-up communications manually, leading to inconsistent workflows between inbound and outbound callsRequested Enhancement
Enable automated email generation for manual outbound calls,…1 vote -
Add a function to to disable Agent Notes Field under Disposition Menu
the Agent Disposition Notes field is present in order to complete call disposition. With the ability for agents to now edit and update the Summary field, this requirement often results in duplicated information and increased after-call work.
We understand that the Agent Disposition Notes field is a core product design element and cannot currently be disabled at the account level. However, for many customers, the Summary field is sufficient—and preferred—for capturing call outcomes and context.
Requested enhancement:
Add an account-level configuration option that allows customers to disable the Agent Disposition Notes field, enabling teams to rely solely on the Summary…1 vote -
Enable Searching and Managing Contacts even without being on an Active call
Currently, full contact cards in RingCentral are only accessible during an active call. When not on a call, users cannot search for, view, or update contacts unless they navigate through Call History, which is limiting and inefficient.
Requested enhancement:
Provide a centralized Contacts view that allows agents to:Search and manage contacts at any time (not just during active calls)
View full contact cards outside of calls
Create, edit, and update contacts proactively1 vote -
Ability not to see who picked up the call queue call
Ability not to see who picked up the call queue call,
When member's picked up the call from call queues.1 vote -
Align RingCX Agent 'Stats' Tab with Real-Time Analytics: Split 'Presented' into Inbound & Outbound
Currently, in the RingCX Agent Interface, the Stats tab (specifically under the 'Inbound' and 'Blended' views) provides a single column for "Presented" calls. This metric is an aggregate that combines both Inbound and Outbound presented calls into one figure.
In contrast, the RingCX Analytics Real-Time Dashboards (e.g., the People Services Dashboard) already provide a granular breakdown with separate columns for "Pres. IB" (Inbound) and "Pres. OB" (Outbound).
This discrepancy creates a lack of visibility for agents who need to distinguish between their reactive (inbound) and proactive (outbound/manual dial) performance within their primary workspace.
Proposed Solution
Update the Table Settings within…14 votes -
Ability to have the option to manualy delete the upcoming video meeting.
Ability to manually delete an upcoming video meeting as an optional feature.
1 vote -
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.
1 vote -
Increase or Customize Active Device Limit for RingCentral App
Summary:
Customer is encountering repeated login conflicts due to the active device limitation when using the RingCentral app across multiple platforms.Customer Use Case:
The user is a trainer who needs to access the RingCentral app simultaneously across multiple devices and platforms, including:- Desktop application
- Mobile device
- Microsoft Teams integration
Currently, even with only three active sessions, the user continues to receive the error:
“Account signed in on another device. Phone access lost on this device. Limit active devices and log in again to restore phone functionality.”This disrupts their ability to conduct training sessions, as phone functionality becomes unavailable.
…
1 vote -
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 -
Please add a hipaa disclaimer to a fax cover sheet
Please consider adding a HIPAA disclaimer message to a fax cover sheet. This would be very helpful for those of us that need to send PHI via fax.
1 vote -
callback feature only when calls are waiting or wait time reaches a set threshold
Feature Request: Create a feature that can dynamically determine when a callback queue event should be offered based on specific thresholds (i.e SLA, elapsed time (currently in place), abandoned rates, # of calls waiting, etc.)
4 votes
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