1636 results found
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Add Hang-up Party attribute in RingCX Analytics
Currently, Term Party and Term Reason values in RingCX Analytics Historical reports are not able to fully show and give an idea of which party ended an interaction.
Raising this Idea so that we may have a value called Hang-up Party where it will be a simple representation of the entity that initiated the hang-up action.
As such details are already available on SBC level, the possibility is to have 1 (interaction initiating party), 2 (receiving party) and 0/3 (if an issue happened elsewhere for the interaction to finish unexpectedly).1 vote -
Support # (Pound Sign) as a Collectible DTMF Input in RingCX Workflows
Currently, in RingCX workflow nodes (such as Get Voice Input or DTMF Collection), the # (pound/hash) key is hardcoded or designated by default as the Terminating Key (Termination Digit).
Because the system intercepts # as a control signal to end input collection:
It is automatically stripped from the collected string or ignored as a valid data character.
Workflow designers cannot map # as a standalone interactive choice (e.g., "Press # to repeat options" or "Press # to return to the main menu").
The input grammar masks strictly expect numeric digits (0–9), treating # strictly as a trigger to halt evaluation…
1 vote -
additional timezone option
Hi team
Please have a option to add more timezone in the ringex portal such as mountain time alberta please see screenshot attach
1 vote -
Display Voicemail Duration in Email Notifications
Request Type: Feature Enhancement
Product: RingCX
Feature Area: Voicemail / Email Notifications
- Request Summary
The customer is requesting an enhancement to display the duration of a voicemail recording, in seconds, directly within the corresponding voicemail email notification.
- Current Behavior
When users receive voicemail email notifications, the notification does not clearly display the voicemail recording's duration. Users must open the voicemail or access the recording to determine how long the message is.
This creates additional work when users receive numerous voicemail notifications, including very short recordings resulting from brief hang-ups.
- Requested Enhancement
Add the voicemail recording duration to the body of…
1 vote -
Direct activation
Add direct activation on user's page in ring central admin, it would be helpful to have an activation button in the admin portal in the part of the users' details page, some users don't have time or know how to activate account and if we can do it for them directly either from urgency or user not having knowhow would speed up activation process. (this is apart when 1st setting up user, this is after invitation period has expired)
1 vote -
Advanced Outbound Cadence Settings in RingCX
Requesting an enhancement to RingCX that allows administrators to automate the movement or assignment of specific outbound lists between different work groups based on predefined schedules
Current Limitation:
Currently, users need to manually move specific lists between Live Voice and Voice Broadcast work groups according to their operating hours. This requires daily manual intervention to switch the lists between the two work groups.
Requested Enhancement:
Introduce advanced outbound cadence settings that allow administrators to configure automated list assignment or movement between designated work groups based on predefined schedules, including specific days and times.
For example:
During normal business hours, automatically…
2 votes -
Channel-Specific Agent Presence / Status Controls
Currently, setting an agent’s status to Away in RingCX suppresses all inbound interactions across all channels (Voice, SMS, Chat, Email). We request the ability to configure channel-specific availability or status toggles at the agent level (for example: Available for SMS/Digital, Away for Voice).
Business Impact & Use Case:
Testing & Onboarding: Teams testing new digital channels (like SMS) need agents to receive inbound test messages without taking live inbound phone calls.
Operational Flexibility: In day-to-day operations, supervisors often need agents to focus on asynchronous channels (SMS, Email, Chat) without being interrupted by real-time voice calls, without having to completely remove…
1 vote -
1 vote
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New Campaign Loaded Lists View Needs Improvement
The new campaign loaded lists view needs improvement. There was nothing wrong with the previous view. The new view added color coded status icons.. Outside of that I’m not sure why these changes were needed.
The new look of the loaded lists view removed the ability to drag the column headers to see the full name of loaded list names, uploaded by names, and lead counts. You can hover over an item for the full name to be displayed, but this is very inefficient when trying to look at lists at a quick glance…
Please consider adding the ability to…
8 votes -
Chat feature closes its self after telling a user that we are closed
Add the ability for chat boxes to close themselves, for example after a user messages the chat outside of normal hours they can get a message saying "We are current closed, please reach out during our normal business hours of 8am-5pm" and after a few seconds the chat box closes its self.
1 vote -
Increase RingCX Upload Limit Beyond 500 entries
Increase RingCX Upload Limit Beyond 500 entries
Request:
Increase the maximum upload capacity from the current limit of 500 entries to support more than 500 records in a single upload.Business Impact:
The current limitation requires users to split large datasets into multiple files, which increases administrative effort and processing time. Supporting larger uploads would improve efficiency, reduce manual work, and enhance the overall user experience for organizations managing high-volume data imports.Expected Outcome:
Allow administrators and users to upload datasets exceeding 500 entries in a single operation, or provide a configurable upload limit that can accommodate larger volumes.1 vote -
Option to Route Unanswered External Phone Connections to Next Available Agent
Option to Route Unanswered External Phone Connections to Next Available Agent
When a RingCX agent uses an external phone number for their voice connection, the system currently treats the handoff like a call forward. If the agent does not answer, the call falls to the external phone's ring settings, and RingCX marks it as answered. We need a configuration option for RingCX to pull the call back to the queue if it is not physically answered by the agent, allowing it to route to the next available agent rather than ending up in a personal external mailbox.
1 vote -
Name On Billing Statement
Ability to change the name on the billing statement, Because currently the one showing
On the Recurring statement name is the Main Super Admin on the account which is not
The owner. I hope that there's a feature where customer can choose the name who will
Show on the billing Recurring Statement.2 votes -
1 vote
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RCX chat box
Ring CX Chats when abandoned before an agent accepts the chat comes with no reply box.
Chats should not come in que if they are abounded before agent interaction. Which will fix the missing reply box.3 votes -
Issue: A way to track outbound emails in Digital Analytics and a way to track the most aging email in Digital Analytics
At this time, RingCX Digital Analytics does not provide a native report, metric, or dashboard specifically designed to track the oldest aging outbound email or identify the longest pending email interaction. While outbound email interactions may be included within digital interaction reporting, there is no built-in analytics capability that directly surfaces the most aged outstanding email.
Business Impact:
Customers who manage high volumes of email interactions may require visibility into aging emails to monitor response times, prioritize follow-ups, and ensure adherence to service level objectives.Requested Enhancement:
Add Digital Analytics reporting capabilities that would allow users to:Track outbound email…
2 votes -
An alert for Staff to be notified when they have been in after call work for over 5 minutes
An alert for Staff to be notified on their own dashboard when they have been in after call work for over 5 minutes.
1 vote -
Configure supervisor dashboard to show specific timeframe only
A setting should be added to let supervisors customize the timeframe for their stats view, rather than being limited to the whole day — especially since some business hours span across two days.
2 votes -
Feature parity for RingCX and mobile app
Currently the mobile RingCentral app does not include full RingCX functionality. We would request that the mobile experience mirrors the web/OS version of the RingCentral app.
This would allow us to move more functionality out of RingEX into RingCX which is a better fit for our use cases, but does not allow for users to be mobile (support/on call groups that have rotating users, but are not in front of a computer for a full shift).
1 vote -
Option to exclude logo/hyperlinked image URLs from Email Interaction message previews
When an incoming email interaction contains a hyperlinked logo, header image, or image hosted on a CDN (e.g., AWS S3 links or domain URLs) at the top of the body, RingCX displays that URL in the message preview pane instead of the actual text body.
Proposed Solution:
Provide an admin setting or built-in preview parser logic for Digital Email Interactions that ignores leading standard image/logo links or HTML image tags when generating the text preview snippet. The preview pane should extract and display the first line(s) of actual text from the email body instead.Business Value / Impact:
1. Agent…2 votes
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