1552 results found
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terminate calls in CX queue at end of business hours
Our call center agents leave at 5pm. On high volume days, we may have 10 calls waiting in queue at 5pm when our agents logout for the day. We find that many of these calls will continue to remain in queue without accepting the callback option because they are unaware no one is going to be available until 8am the next morning. If we configure a queue event to disconnect calls when there are No Agents Signed In, we run the risk of disconnecting calls during the middle of the day when agents are leaving and returning from lunch. There…
2 votes -
More color themes for both dark and light modes
I would really appreciate having more theme options, as this is the primary platform I use throughout the day, and it is nice being able to change things up. Especially, since I am prone to migraines and so are some members of my team, and there are limited options for both light and dark modes.
1 vote -
Add ability to open or preview PDF files instead of downloading
Currently, when a customer sends a PDF file via digital channels, agents are forced to download the file locally to their machine every time they need to view it. This creates unnecessary friction in the agent workflow, clutters local storage, and can introduce potential security compliance risks depending on the data handling policies of the organization.
I would like to suggest adding a built-in PDF previewer directly inside the RingCX workspace.
If that is not possible, I'd like to have the option for a "Save as" dialog box to open so we can select to open the file instead of…
1 vote -
Meaningful error message for Bulk CSV update in Channel Manager
BUSINESS CONTEXT
Professional Services and admins must resort to time-consuming trial-and-error. They might give up and perform changes manually.There is a not-obvious workaround of opening DevTools to see the actual error message.
SOLUTION SUMMARY
Implement downloadable, line-level error reports for RingCX bulk channel CSV imports, mirroring the existing user experience in RingEX (e.g., Bulk User Creation and External Shared Contacts Directory)DETAILED REQUIREMENTS
1. Downloadable Error Report:
- Provide a "Download Error Log (CSV)" button when an import contains invalid rows.
- The generated file must preserve the original uploaded CSV structure/columns and append an additional final column labeled…1 vote -
Feature Request — Extend Agent Call History to 7 Days
Customer Request:
Allow agents to access and review their call history for at least the previous 7 days.Current Behavior:
There is currently a product limitation on the available agent call history period, and administrators do not have an option to extend the agent call history view to 7 days.Customer Requirement:
The customer would like agents to be able to review their historical calls from the previous 7 days for operational and call review purposes.Business Use Case:
Agents may need to review previous calls to identify specific customer interactions, verify call activity, reference previous conversations, or assist with…1 vote -
Feature Request — Queue-Level Timezone Configuration
Customer Request:
Allow administrators to configure the timezone independently at the individual queue level instead of inheriting the account/billing timezone.Current Behavior:
The queue timezone is currently tied to the account/billing timezone. There is no available option to configure a different timezone for an individual queue.Customer Requirement:
The customer has queues operating across different time zones and needs to configure each queue based on its operational/business timezone.Priority/Justification:
This enhancement would provide greater flexibility for customers operating contact centers or business units across multiple time zones and would allow queue schedules to accurately reflect their respective local operating hours.1 vote -
RingCX SPOG : Dropdown for Phonebook and save recent/starred records during transfer
On the legacy interface, having dedicated transfer types (Phonebook, Destination, Internal) allowed agents to quickly target specific routes via dropdowns. On SPOG, needing to type and search for every single contact or number adds extra clicks and friction during active call handling.
Having features like Starred / Favorite contacts or Recently Transferred records automatically display upon clicking Transfer in SPOG would significantly streamline the transfer process for queue agents.
3 votes -
SMS Conversation Assigned to Different Agent During Active Voice Call with Same Customer
We would like to know if there is a way to keep SMS interactions with the same agent who is currently handling an active voice call with the customer.
Workflow:
- An agent is on an active voice call with an install partner
- During the call, the agent asks the customer to send photos via SMS
- When the customer sends the SMS, the new SMS conversation is automatically assigned to a different available agent instead of the agent currently handling the voice callOur goal is to have the SMS conversation remain with the same agent handling the…
2 votes -
Pre-chat dropdown menu
The current setup for the pre-chat survey is insufficient for those with accessibility needs e.g. voiceover.
Currently, when you create a category dropdown menu the default selected is a blank box. When you hover over this, it says "please select an item in the list.". This wording should be within the box itself to help those with accessibility needs.
1 vote -
Reliable Canada-to-Canada Call Transfers
Request:
Please consider adding support for reliable Canada-to-Canada call transfers without requiring the use of a non-Canadian caller ID or a Canadian carrier workaround.Customer Impact:
The customer reports that Canada-to-Canada transfers previously worked but are now inconsistent, with some transfers completing successfully while others fail. This is impacting their ability to reliably transfer calls to external Canadian numbers and has raised significant concerns about the viability of the service.Requested Enhancement:
Provide a supported and reliable routing solution for Canada-to-Canada call transfers, regardless of whether the destination is another RingCentral customer, while maintaining the appropriate Canadian caller ID and…1 vote -
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 -
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.
5 votes -
Voicemail box for Play Announcement
There should be an option to left voicemail if there is no answer and forward the call for play announcement
1 vote -
Automatically Change Agent State to Available After Wrap Time
Problem Description:
RingCX currently does not automatically change an agent's state from the configured post-call state (such as ACW) to Available after the configured Wrap Time has elapsed.Current Behavior:
Wrap Time only determines how long before another call can be presented to the agent after the previous call has ended. It does not automatically transition the agent's state to Available.For example, if Wrap Time is set to 30 seconds and the post-call state is ACW, the agent remains in ACW after the 30 seconds have elapsed unless they manually change their state to Available.
Expected Behavior / Feature…
1 vote -
Delete agent's old name from the agent full name filter
When an agent's name is edited, the old name stays on the CX analytics agent full name filter. All interactions associated to the agent will be associated to the new name which makes the old name useless.
2 votes -
Block Incoming CX Calls When Agent Is Already on an Active EX Call
Request:
Please submit a feature enhancement to prevent incoming CX queue calls from being presented to an agent who is already engaged in an active EX call.Current Behavior:
When an agent is on an active EX call and an incoming CX queue call is received, the CX call may interrupt the ongoing call, place the active call on hold, and cause the agent's status to change to RNA.Requested Behavior:
When an agent is already engaged in an active EX call, incoming CX queue calls should be blocked or prevented from being offered to that agent until the agent…1 vote -
inbound CNAM
For incoming calls into CX, can it automatically pull the CNAM and put it as the Caller Name when the call pops?
1 vote -
Ability to control playback speed for variable audio that is captured in a workflow
Need the ability to control playback speed for variable input audio that is captured in a workflow, e.g. credit card number. We want to make the playback slower so that the caller can clearly understand the number.
1 vote -
A report that will show the agent base state of working and the call ID of the call before that base state is used.
We need a report that will show us the calls before an agent went into the working state.
1 vote -
non RingCX users to have access on RingCx voicemail once a voicemail notification is received.
Description:
Provide a secure capability for external users to retrieve and listen to voicemail messages left in RingCX. This could be implemented through an authenticated voicemail access flow (such as mailbox identification and PIN verification).Business Need:
Customers and external users sometimes need to access previously submitted voicemail messages without requiring an internal agent to retrieve and relay the message. A secure retrieval option would improve self-service capabilities while maintaining voicemail privacy.Security Requirements:
Require authentication before voicemail playback
Prevent unauthorized access to mailbox contents
Allow administrators to enable/disable the feature
Provide audit logging for voicemail access1 vote
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