1664 results found

1. Inbound Caller ID Name Display in RingCX

   Description:
   Provide native inbound caller ID name (CNAM) lookup and display in the RingCX agent interface so agents can identify callers by name, alongside their phone number.

   Current Limitation:
   Willow Bridge needs consistent caller-name visibility for incoming calls. Availability of a CNAM field in call data does not confirm that caller-name lookup and display are available in the customer’s agent interface.

   Requested Behavior:

   Display the caller’s name and phone number in the incoming call notification and active interaction view.

   Retrieve the caller’s name through a supported CNAM lookup when available.

   Show the phone number when no caller name is available.

   Provide an account-level option to enable this capability for all agents.

   Business Impact:
   Caller-name visibility would help agents recognize callers, personalize greetings, and reduce time spent manually searching for caller information.

   Acceptance Criteria:
   When an inbound call arrives with an available caller-name lookup result, RingCX displays that name alongside the caller’s number before the agent answers and throughout the interaction.

   Description:
   Provide native inbound caller ID name (CNAM) lookup and display in the RingCX agent interface so agents can identify callers by name, alongside their phone number.

   Current Limitation:
   Willow Bridge needs consistent caller-name visibility for incoming calls. Availability of a CNAM field in call data does not confirm that caller-name lookup and display are available in the customer’s agent interface.

   Requested Behavior:

   Display the caller’s name and phone number in the incoming call notification and active interaction view.

   Retrieve the caller’s name through a supported CNAM lookup when available.

   Show the phone number when no caller name is available.

   … more

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2. Prevent Agents on Active Calls from Receiving Digital Interactions

   Feature Description:
   The customer is requesting an enhancement to RingCX Digital that would allow the system to automatically prevent agents who are currently engaged in an active voice call from receiving new digital interactions.

   Current Behavior:
   Currently, agents who are handling an active voice call may still receive digital interactions, resulting in multiple concurrent interactions across different channels.

   Requested Enhancement:
   Provide an option or configuration within RingCX Digital that allows administrators to prevent agents who are currently handling an active voice call from receiving new digital interactions.

   Ideally, the system should automatically recognize the agent's active voice call status and temporarily make the agent unavailable for new digital interactions until the call has ended.

   Expected Outcome:
   When an agent is actively engaged in a voice call, RingCX Digital should automatically exclude that agent from digital interaction routing. Once the voice call is completed and the agent becomes available, the system should allow the agent to receive digital interactions again, subject to their configured availability and capacity.

   This enhancement would provide customers with greater control over agent workload management and help organizations maintain consistent service quality across voice and digital channels.

   Feature Description:
   The customer is requesting an enhancement to RingCX Digital that would allow the system to automatically prevent agents who are currently engaged in an active voice call from receiving new digital interactions.

   Current Behavior:
   Currently, agents who are handling an active voice call may still receive digital interactions, resulting in multiple concurrent interactions across different channels.

   Requested Enhancement:
   Provide an option or configuration within RingCX Digital that allows administrators to prevent agents who are currently handling an active voice call from receiving new digital interactions.

   Ideally, the system should automatically recognize the agent's active voice call status and… more

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3. add an event in console log or LocalStorage record for RCX messaging in case of an agent reply

   hello,

   it would be helpful for customers who want to track the timestamps and type of events/messages in real time through their web page where they load the messaging script.

   the ask is to add a log in the console or a record in the LocalStorage that would allow determine wether amessage has been sent by the platform (channel auto message / queue event message) or a response from an agent (written message).

   in the attachments, we can see the records logged in the local storage when a conversation is established. also the event message_received that is logged in the console doesn't let the dev identify the message source (human agent or the channel/queue events auto messages). adding extra data would be really helpful.

   thanks

   hello,

   it would be helpful for customers who want to track the timestamps and type of events/messages in real time through their web page where they load the messaging script.

   the ask is to add a log in the console or a record in the LocalStorage that would allow determine wether amessage has been sent by the platform (channel auto message / queue event message) or a response from an agent (written message).

   in the attachments, we can see the records logged in the local storage when a conversation is established. also the event message_received that is logged in the… more

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4. enhance RCX messaging events documentation

   please update RC messaging events documentation:
   https://developers.ringcentral.com/engage/digital/guide/interactions/web-messaging/javascript-api

   by adding :

   var UNDOCUMENTED = [
   'starttyping', 'stoptyping', 'typingstart', 'typingstop',
   'automaticmessage', 'newmessage'
   ];

   also add more explicit example to the documentation so customers can apply ready to use examples.

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5. Support Extension-to-Extension Call Transfers Between Separate RingCentral Accounts (Cross-Tenant Transfers)

   Request the ability for users to transfer calls directly to extension numbers that belong to a different RingCentral account/tenant without requiring the use of direct phone numbers.

   Currently, internal extension-to-extension transfers are only supported within the same RingCentral account. Organizations that operate multiple RingCentral tenants, or frequently collaborate with affiliated companies on separate RingCentral accounts, cannot transfer calls using extension dialing. This limitation requires users to maintain and dial full direct phone numbers, which is less efficient and creates confusion for end users.

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6. Add separate business hours to offer callbacks via queue event

   Need the ability to configure separate business hours to offer callbacks via queue event.

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7. RingCX Interaction Recording Policies

   RingCX is a purpose-built multi-modal feature set that expands on the core RingCentral call queues serving our customers more effectively. In keeping with that, RingCX must have everything RingEX supports around customer experience in addition adding capabilities that streamline and improve customer experience.

   Soon to be released on RingEX is a very important Call Recording update, Smart Automatic Call Recording (ACR) Notification, that can automatically record and play announcement or not record based a one- or two-party state NOTE: this is for Outbound calls on Ring EX.

   As RingEX adds features like this it is imperative to match and surpass the EX feature set so that as a company we don’t dilute the RingCX sales momentum. Recording Policies in the Contact Center space isn’t something new and we can improve our standing by undertaking a necessary improvement.

   It is desirable to add a new programming “Tool” in RingCX Admin >RingCX Interaction Recording Policies. I might suggest that we future proof it and consider it omni capable, if nothing more for now than screen recording paired with a call or digital interaction.

   Allow for multiple policies to be created satisfying BPO requirements
   Policies allow selection of Channel Types, Direction in/out, Voice, Screen
   Do not record list example would be a specific telephone number never gets recorded
   Programmable messaging for voice calls “This call is being recorded” that can be user created along with multi language default messaging along with Play once or play periodic at lower volume
   I would suggest also proving a periodic tone (volume controllable) that is often associated with Public Safety, Ambulatory Care, Insurance Providers and Financial Services. Often the beep plays every 15 seconds indicating the line is being recorded
   Interaction Recording Policies are created outside of the Queue or Campaign and then applied to Queues or Campaigns. Each Q or C could have their own policy, or a single policy could be applied to all Q & C’s.

   RingCX is a purpose-built multi-modal feature set that expands on the core RingCentral call queues serving our customers more effectively. In keeping with that, RingCX must have everything RingEX supports around customer experience in addition adding capabilities that streamline and improve customer experience.

   Soon to be released on RingEX is a very important Call Recording update, Smart Automatic Call Recording (ACR) Notification, that can automatically record and play announcement or not record based a one- or two-party state NOTE: this is for Outbound calls on Ring EX.

   As RingEX adds features like this it is imperative to match and surpass… more

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8. Enhance RingCX Audit Logs with Detailed Changes

   Expand RingCX audit logs to show:

   The specific fields, permissions, and roles changed.

   Previous and updated values.

   The user or API application that initiated the change.

   The affected account and exact timestamp, including time zone.

   Details of permission-copy operations, including source and destination accounts.

   Current behavior:
   “API modified agent” entries show the affected agent and timestamp but do not provide the specific changes or initiating user.

   Customer use case:
   The customer reported that vso@solidarityhealthshare.org lost RingCX Admin access while a team member was copying Austin Walker’s permissions to Whitney Gneiding. The available audit entries did not establish what changed or whether the permission-copy operation caused the access loss.

   Admin access was restored through backend changes, but the customer still needs a detailed change history for internal documentation.

   Business impact:
   Limited audit details prevent administrators from tracing permission changes, determining the cause of unexpected access loss, and documenting corrective actions.

   Desired outcome:
   Provide a searchable and exportable audit history that allows administrators to identify who changed access, what changed, and when.

   Expand RingCX audit logs to show:

   The specific fields, permissions, and roles changed.

   Previous and updated values.

   The user or API application that initiated the change.

   The affected account and exact timestamp, including time zone.

   Details of permission-copy operations, including source and destination accounts.

   Current behavior:
   “API modified agent” entries show the affected agent and timestamp but do not provide the specific changes or initiating user.

   Customer use case:
   The customer reported that vso@solidarityhealthshare.org lost RingCX Admin access while a team member was copying Austin Walker’s permissions to Whitney Gneiding. The available audit entries did not establish what changed or… more

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9. Revise Voicemail (VM) Ticket Auto-Ignore Logic

   Revise Voicemail (VM) Ticket Auto-Ignore Logic

   Currently, when voicemail (VM) emails are assigned to agents, agents frequently close the tickets without sending a reply because the email originates from a system notification rather than a direct customer. However, the system is designed to automatically set the ticket status to "Ignored" if an agent closes the ticket without formally acknowledging or replying to it.

   This creates significant friction and inaccurate reporting because:

   False "Ignored" Status: Tickets closed without a direct reply are flagged as ignored, skewing metrics and reporting on agent responsiveness.

   Workflow Mismatch: For internal or system-generated VM emails, a formal reply back to the source is often unnecessary.

   Proposed Solution / Desired Behavior
   We would like to either remove or modify this auto-ignore restriction for VM/internal emails. Depending on what is technically feasible for the platform, please consider one of the following approaches:

   Option A (Exemption Rule): Allow administrators to configure specific channels, ticket types (such as Voicemail), or sender domains (e.g., internal company emails) to be exempt from the mandatory acknowledgement/reply requirement before closure.

   Option B (Customizable Status on Closure): Allow agents to select a specific closure reason or custom status (e.g., "Resolved - Internal/VM", "Closed - No Action Required") rather than defaulting unreplied tickets to "Ignored".

   Option C (Manual/Flexible Acknowledgement): Decouple the "Ignored" status trigger from the absence of a reply, allowing agents to explicitly "Acknowledge" a ticket with a single click without being forced to draft an outbound email.

   Revise Voicemail (VM) Ticket Auto-Ignore Logic

   Currently, when voicemail (VM) emails are assigned to agents, agents frequently close the tickets without sending a reply because the email originates from a system notification rather than a direct customer. However, the system is designed to automatically set the ticket status to "Ignored" if an agent closes the ticket without formally acknowledging or replying to it.

   This creates significant friction and inaccurate reporting because:

   False "Ignored" Status: Tickets closed without a direct reply are flagged as ignored, skewing metrics and reporting on agent responsiveness.

   Workflow Mismatch: For internal or system-generated VM emails, a… more

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10. Set up your workflow

    Issue: Set up your workflow

    Background: when incoming call is received from the main number

    there will be automatic text(RingCX Workflow Builder) coming from RC number

    Request:
    to have an option or custom rule from the Set up your workflow
    not to send automatic text message from the RC number if customer received the call from the same phone number

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11. RingCX_ Updating the priority via API for leads

    The customer is attempting to update lead priorities using the PATCH API for leads that are already loaded into the system. However, this is not functioning as expected.

    According to the RingCX Product team, updating priorities via API for already-loaded leads is not currently supported by system design. However, the team is actively reviewing this capability for potential enhancement in 2027.

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12. Support Inbox Mode for RingCX Salesforce Embedded Agent

    Feature Area: RingCX CRM Integration – Salesforce Embedded Agent
    Request Type: Product Enhancement
    Requested Enhancement: Support Inbox Mode and display Digital Information sections for interactions handled through Inbox mode.

    1. Feature Request Summary

    Request support for Inbox mode within RingCX CRM integrations, specifically the Salesforce Embedded Agent.

    Currently, the Salesforce Embedded Agent only supports interactions delivered through queues. Interactions handled through Inbox mode are not supported, resulting in the Digital Information sections being unavailable in the Salesforce Embedded Agent.

    We are requesting an enhancement that allows agents to access and manage Inbox-based interactions directly through the Salesforce Embedded Agent, including the associated Digital Information sections.

    1. Current Behavior

    According to the Product Team, Inbox mode is currently not supported in CRM integrations. Only interactions delivered through queues are supported.

    As a result:

    Inbox-based interactions are not supported within the Salesforce Embedded Agent.

    The Digital Information sections associated with these interactions are not available in the embedded interface.

    Agents may need to access the native RingCX interface to work with functionality that is unavailable through the CRM integration.

    1. Expected Behavior

    Enhance the Salesforce Embedded Agent to support Inbox mode in addition to queue-based interactions.

    The proposed functionality should allow:

    Agents to access and handle interactions assigned through Inbox mode.

    Digital Information sections to be displayed within the Salesforce Embedded Agent.

    Agents to access the relevant interaction information without having to switch between Salesforce and the native RingCX interface.

    Existing queue-based interaction functionality to remain unchanged.

    1. Business Impact

    Supporting Inbox mode in Salesforce would provide a more consistent agent experience across the RingCX platform and CRM integration.

    Potential benefits include:

    Improved agent workflow by reducing the need to switch between applications.

    Better visibility of digital interaction information within Salesforce.

    More consistent functionality between the native RingCX interface and the Salesforce Embedded Agent.

    Improved productivity for organizations that use Inbox mode as part of their interaction-handling workflow.

    Feature Area: RingCX CRM Integration – Salesforce Embedded Agent
    Request Type: Product Enhancement
    Requested Enhancement: Support Inbox Mode and display Digital Information sections for interactions handled through Inbox mode.

    1. Feature Request Summary

    Request support for Inbox mode within RingCX CRM integrations, specifically the Salesforce Embedded Agent.

    Currently, the Salesforce Embedded Agent only supports interactions delivered through queues. Interactions handled through Inbox mode are not supported, resulting in the Digital Information sections being unavailable in the Salesforce Embedded Agent.

    We are requesting an enhancement that allows agents to access and manage Inbox-based interactions directly through the Salesforce Embedded Agent, including the… more

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13. Ability for Agents to View Real-Time Cumulative Agent State Duration

    RingCentral CX should provide agents with the ability to view their own cumulative agent state durations throughout the day in real time. This feature would allow agents to see the total amount of time spent in each state (Available, Unavailable, Break, Lunch, ACW, Training, Meeting, etc.) from the start of their shift through the current moment.

    Business Need: Providing agents with visibility into their cumulative state times promotes accountability, self-management, and adherence to schedule expectations. Agents would be able to proactively monitor how much time they have spent in various states and make adjustments throughout the day without relying on supervisor intervention or end-of-day reporting.

    Benefits:

    Increases transparency and ownership of agent performance metrics.
    Helps agents self-manage adherence to breaks, lunches, meetings, and auxiliary states.
    Reduces supervisor requests for state-duration information.
    Supports real-time coaching and performance improvement efforts.
    Improves agent awareness of productivity and schedule adherence throughout the workday.

    Example Use Case: An agent wants to know how much total time they have spent in "Break" or "Unavailable" status before taking an additional unscheduled pause. Rather than contacting a supervisor or waiting for reports, the agent can view their cumulative daily state durations directly within the RingCentral CX interface and make informed decisions based on real-time data.

    RingCentral CX should provide agents with the ability to view their own cumulative agent state durations throughout the day in real time. This feature would allow agents to see the total amount of time spent in each state (Available, Unavailable, Break, Lunch, ACW, Training, Meeting, etc.) from the start of their shift through the current moment.

    Business Need: Providing agents with visibility into their cumulative state times promotes accountability, self-management, and adherence to schedule expectations. Agents would be able to proactively monitor how much time they have spent in various states and make adjustments throughout the day without relying on… more

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14. RCX bulk delete phonebook entries

    Requesting to have the bulk delete on directories under RingCX. Deleting contacts on directories have only one option to upload one by one. If needing to delete many contacts in Phonebook, that will take time.
    Another option would be to upload a master csv file:
    1- Contacts in the csv file but not in RingCX would be added to RingCX.
    2-Contacts in not in the csv file but in RingCX would be deleted from RingCX.

    This is related to feature update below that was completed for uploading contacts.
    https://ideas.ringcentral.com/forums/966594-ringcx/suggestions/49759733-ringcx-bulk-upload-on-phonebook

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15. Historical reports for RingCX to RingEX Transfer calls

    In RingCX Analytics, we can only see that a call is transferred to EX, but it won't show the extension number. This enhancement would improve visibility into cross-platform call handling, support operational reporting, and help identify potential gaps in call routing or agent performance. It would also assist in troubleshooting customer-reported issues related to transferred calls.

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16. Transfer calls faster

    I need a feature that when I transfer the call it will be connected right away without ringing

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17. Improve AI-Generated Call Notes Accuracy and Summary Formatting in RingCX

    Summary:

    Request to enhance the accuracy and readability of AI-generated call notes in RingCX, particularly transcription accuracy and structured summary formatting.

    Description:

    Currently, AI-generated call notes occasionally contain transcription errors, particularly when interpreting specific words or pronunciations (e.g., "Vetsure" being transcribed as "Vegetable"). This requires users to manually review and correct the notes.

    Additionally, the generated summaries are often presented as general paragraphs rather than concise, structured bullet points, making them difficult to review and transfer into other systems.

    Expected Behavior:

    Improve AI transcription accuracy, particularly for company names, industry-specific terminology, and uncommon words.

    Introduce customizable vocabulary or terminology recognition to reduce transcription errors.

    Provide an option to generate concise, structured summaries using bullet points instead of paragraphs.

    Allow users to configure their preferred AI summary format for easier reading and copying into external systems.

    Business Impact:

    These improvements would reduce manual corrections, improve productivity, and ensure more accurate and consistent call documentation for agents and other colleagues.

    Summary:

    Request to enhance the accuracy and readability of AI-generated call notes in RingCX, particularly transcription accuracy and structured summary formatting.

    Description:

    Currently, AI-generated call notes occasionally contain transcription errors, particularly when interpreting specific words or pronunciations (e.g., "Vetsure" being transcribed as "Vegetable"). This requires users to manually review and correct the notes.

    Additionally, the generated summaries are often presented as general paragraphs rather than concise, structured bullet points, making them difficult to review and transfer into other systems.

    Expected Behavior:

    Improve AI transcription accuracy, particularly for company names, industry-specific terminology, and uncommon words.

    Introduce customizable vocabulary or terminology recognition… more

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18. Fix Inverted ANI / DNIS Mapping on Outbound Reports in RingCX

    In RingCX Interaction Details reports, outbound call records invert standard telephony definitions:
    -The ANI column displays the customer/lead number called.
    -The DNIS column displays the outbound Caller ID presented by the dialer.
    -Under industry standards, ANI is the calling party (Caller ID), while DNIS is the number dialed.

    Business Impact :
    -Compliance Confusion: Auditing tools and compliance teams check the DNIS column to ensure calls are within legal daytime hours; inverted columns make fully compliant calls look like illegal curfew violations.
    -Wasted Support Time: Administrators and engineers spend weeks troubleshooting non-existent dialer bugs simply because the report mislabels the lead's number.
    -Loss of Trust: Customers lose confidence in RingCX when their own reports lead them to believe the platform is calling people outside business hours.

    Proposed Solution:
    -Flip the Columns for Outbound: Make ANI always show the Caller ID used, and DNIS always show the customer number called.

    In RingCX Interaction Details reports, outbound call records invert standard telephony definitions:
    -The ANI column displays the customer/lead number called.
    -The DNIS column displays the outbound Caller ID presented by the dialer.
    -Under industry standards, ANI is the calling party (Caller ID), while DNIS is the number dialed.

    Business Impact :
    -Compliance Confusion: Auditing tools and compliance teams check the DNIS column to ensure calls are within legal daytime hours; inverted columns make fully compliant calls look like illegal curfew violations.
    -Wasted Support Time: Administrators and engineers spend weeks troubleshooting non-existent dialer bugs simply because the report mislabels the lead's… more

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19. Allow Maximum Ring Timer Configurability for IVA Integration Workflow Nodes

    Allow Maximum Ring Timer Configurability for IVA Integration Workflow Nodes.

    There is currently no ability to configure or limit the amount of time the RingCX platform attempts to connect to an IVA Integration Workflow node. The "Route" node includes a "Ring Duration" setting. This same setting would be very helpful to be configured for IVA integration nodes or within the admin portal IVA integration settings.

    Use case: If an IVA integration is working as normal and has no issues, the RingCX platform will hand the contact off to the IVA integration in milliseconds. However, if there is a connectivity issue with the IVA integration, the RingCX platform will attempt to connect to the IVA integration for 25-30 seconds before the workflow moves through the failure path.

    Impact: In the event of a connectivity issue with an IVA and a contact attempts to contact us via a workflow that includes the broken IVA integration, the contact is left waiting for nearly 30 seconds before their contact takes a workflow path that allows for the contact to be serviced by the workflow's fallback / failure path. This leads to an increase in abandons.

    Testing: I verified the 25-30 second connection attempts to a broken IVA integration by creating an intentionally broken IVA integration (With an intentionally incorrect SIP URI in the IVA Integration settings) and implemented that IVA integration in a RCX workflow. On each connection attempt, I had to wait 25 - 30 seconds before my contact would move down the failure / fallback path.

    Please allow for a maximum ring timer or maximum connection attempts setting for IVA integrations in either the RingCX Workflow IVA Integration Node or in the Admin Portal IVA Integration Settings.

    Allow Maximum Ring Timer Configurability for IVA Integration Workflow Nodes.

    There is currently no ability to configure or limit the amount of time the RingCX platform attempts to connect to an IVA Integration Workflow node. The "Route" node includes a "Ring Duration" setting. This same setting would be very helpful to be configured for IVA integration nodes or within the admin portal IVA integration settings.

    Use case: If an IVA integration is working as normal and has no issues, the RingCX platform will hand the contact off to the IVA integration in milliseconds. However, if there is a connectivity issue… more

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20. Configurable RingCX Agent States Without Timer

    Description:
    Please allow administrators to configure timers for agent states that currently lack timeout support, including Working and custom states mapped to Working.

    Agents may remain in these states longer than intended without receiving a reminder. This can reduce agent availability and require supervisors to monitor state durations manually.

    Requested functionality:

    Configure a duration threshold for each applicable agent state.

    Display the elapsed time and notify the agent when the threshold is exceeded.

    Alert supervisors when agents exceed the configured duration.

    Allow administrators to choose whether exceeding the threshold only generates a notification or automatically changes the agent’s state.

    Prevent automatic state changes from interrupting active interactions.

    Business benefit:
    Improve visibility into agent activity, reduce time spent unintentionally unavailable, and help supervisors maintain queue coverage.

    Description:
    Please allow administrators to configure timers for agent states that currently lack timeout support, including Working and custom states mapped to Working.

    Agents may remain in these states longer than intended without receiving a reminder. This can reduce agent availability and require supervisors to monitor state durations manually.

    Requested functionality:

    Configure a duration threshold for each applicable agent state.

    Display the elapsed time and notify the agent when the threshold is exceeded.

    Alert supervisors when agents exceed the configured duration.

    Allow administrators to choose whether exceeding the threshold only generates a notification or automatically changes the agent’s state.

    Prevent… more

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