1612 results found

1. Voicemail Transcription for RingCX

   Description:
   Requesting the ability to automatically transcribe voicemail messages and display the transcription directly within the RingCX voicemail inbox. Additionally, it would be beneficial if the voicemail transcription could be included in voicemail email notifications sent to users.

   Business Impact:
   This enhancement would improve efficiency by allowing users to quickly review voicemail content without having to listen to each message. It would also improve accessibility, enable faster response times, and provide a better overall user experience for agents and supervisors managing high volumes of voicemail messages.

   Expected Functionality:

   Automatically generate a text transcription for voicemail messages.
   Display the transcription within the RingCX voicemail interface.
   Include the voicemail transcription in email notifications alongside the voicemail attachment or playback link.
   Support accurate transcription for business-related communications.

   Benefits:

   Faster voicemail review and prioritization.
   Improved productivity for agents and supervisors.
   Enhanced accessibility and record-keeping.
   Reduced time spent listening to lengthy voicemail messages.

   Use Case:
   Agents and supervisors can quickly read voicemail content from either the RingCX platform or their email notifications, allowing them to prioritize and respond to customer inquiries more efficiently.

   Same functionality as the RingEX platform, as described in the articles below:
   Setting up voicemail-to-text in the RingCentral app and Admin Portal
   https://support.ringcentral.com/article-v2/8045.html?brand=RC_US&product=RingEX&language=en_US&pills-nav=admin_portal

   Setting up voicemail-to-text in the RingCentral app and Admin Portal
   https://support.ringcentral.com/article-v2/8045.html?brand=RC_US&product=RingEX&language=en_US&pills-nav=mobile

   Description:
   Requesting the ability to automatically transcribe voicemail messages and display the transcription directly within the RingCX voicemail inbox. Additionally, it would be beneficial if the voicemail transcription could be included in voicemail email notifications sent to users.

   Business Impact:
   This enhancement would improve efficiency by allowing users to quickly review voicemail content without having to listen to each message. It would also improve accessibility, enable faster response times, and provide a better overall user experience for agents and supervisors managing high volumes of voicemail messages.

   Expected Functionality:

   Automatically generate a text transcription for voicemail messages.
   Display the transcription within… more

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2. RingCX Analytics Enqueue and Dequeue Report

   RingCX Analytics report that shows the Enqueue and Dequeue analytics for digital interactions. There was previously a pre-built report, the Digital Detail Report, that is no longer available, and no other reports with similar metrics that show enqueue and dequeue time stamps of digital/email interactions, by specific queue, on a 24-hour cycle.

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3. Create a way to automatically pull data from a CRM like Zoho or Salesforce or vTiger to be able to automate loading of calling lists in RCX

   As an administrator, I need a way for RingCX to automatically ingest data for outbound dialing.

   I have a CRM (Zoho or Salesforce or vTiger) where I have calling lists and data.

   Currenly I have to extract the data manually and then manually upload the list into RingCX.

   Please create a way we can do a bi-directional synch nativly in RingCX to the big six CRMs so that we can simply 'push' data from our CRM to RingCX, it would then load this into the diallers and campaigns.

   Once the call completes, then it should batch the results and push back to the CRM.

   This is a feature gap compared to RCCC.

   As an administrator, I need a way for RingCX to automatically ingest data for outbound dialing.

   I have a CRM (Zoho or Salesforce or vTiger) where I have calling lists and data.

   Currenly I have to extract the data manually and then manually upload the list into RingCX.

   Please create a way we can do a bi-directional synch nativly in RingCX to the big six CRMs so that we can simply 'push' data from our CRM to RingCX, it would then load this into the diallers and campaigns.

   Once the call completes, then it should batch the results and push… more

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4. Scheduled reports to be viewed in PDF Format

   We would like the option to receive and view scheduled reports in PDF format instead of Excel or CSV.

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5. Reporting Enhancement Request – Identification of Manually Rejected Inbound Calls

   I would like to request a reporting enhancement to identify instances where an agent has manually rejected an inbound call.
   The existing RNA (Ring No Answer) report provides visibility of calls that were not answered; however, it does not differentiate between calls that timed out and calls that were deliberately rejected by an agent. Having access to this information would improve call handling analysis, provide greater transparency, and support agent accountability.
   RNA calls recorded in less than 30 seconds cannot automatically be assumed to be caller-abandoned calls. The RNA metric includes both missed calls and calls that have been actively rejected by an agent. As current reporting does not distinguish between these outcomes, it is not possible to determine whether an agent manually rejected the call or simply did not answer before the call ended.
   As a result, call duration alone is not a reliable indicator of what occurred and cannot be used to accurately identify rejected inbound calls. This limits our ability to investigate specific incidents and accurately assess call-handling behaviour.
   To provide meaningful operational insight and support effective management reporting, a reporting capability that clearly distinguishes between missed calls and manually rejected inbound calls would be required.
   Business Benefit:
   • Improved accuracy of call-handling reporting.
   • Ability to identify and investigate manually rejected calls.
   • Enhanced agent accountability and coaching opportunities.
   • More reliable analysis of inbound call performance and customer experience.

   I would like to request a reporting enhancement to identify instances where an agent has manually rejected an inbound call.
   The existing RNA (Ring No Answer) report provides visibility of calls that were not answered; however, it does not differentiate between calls that timed out and calls that were deliberately rejected by an agent. Having access to this information would improve call handling analysis, provide greater transparency, and support agent accountability.
   RNA calls recorded in less than 30 seconds cannot automatically be assumed to be caller-abandoned calls. The RNA metric includes both missed calls and calls that have been actively… more

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6. RingCX Reporting Enhancement: Queue Wait Duration Before Callback and hh:mm Export Formatting

   Current Limitation:
   During a reporting review with the customer , the customer requested visibility into how long callers waited in the queue before requesting a callback. The available reporting options did not provide the requested duration. Downloaded reports also lacked an option to display durations and summed totals in hh:mm format.

   Requested Enhancements:

   Queue wait duration before callback request: Add a reportable metric showing the elapsed time from when a caller enters the queue until they request a callback. Make this metric available for individual interactions and aggregate calculations, including averages and totals.

   Downloaded report duration formatting: Add an export option to display duration fields and summed totals in hh:mm format for CSV and Excel reports. Totals exceeding 24 hours should retain the full elapsed hours without resetting.

   Business Impact:
   These enhancements would help the customer assess wait times before callback requests and produce readable reports with fewer manual calculations and formatting steps.

   Expected Behavior:
   A caller who waits five minutes before requesting a callback should have a queue wait duration of 00:05:00. Exported reports should preserve the selected duration format for individual values and totals.

   Current Limitation:
   During a reporting review with the customer , the customer requested visibility into how long callers waited in the queue before requesting a callback. The available reporting options did not provide the requested duration. Downloaded reports also lacked an option to display durations and summed totals in hh:mm format.

   Requested Enhancements:

   Queue wait duration before callback request: Add a reportable metric showing the elapsed time from when a caller enters the queue until they request a callback. Make this metric available for individual interactions and aggregate calculations, including averages and totals.

   Downloaded report duration formatting: Add an export… more

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7. Directory lookup

   The customer would like to have an option for the RingCentral IVR or Bridge Operator to use the organization's Microsoft Directory/Entra ID as the source for person lookup instead of relying solely on the native RingCentral directory.

   This functionality would allow users to search for employees directly from the Microsoft Directory when using Dial by Name or when receptionists use the Bridge Operator to locate and connect callers to employees.

   Business Impact

   Currently, organizations that maintain their employee directory primarily in Microsoft may need to maintain duplicate directory information in RingCentral. This can result in additional administrative effort and potential discrepancies between the two directories.

   Allowing the IVR and Bridge Operator to reference the Microsoft Directory would help organizations maintain a single source of employee information, reduce duplicate directory management, and make it easier for receptionists and callers to locate the correct employee.

   The customer would like to have an option for the RingCentral IVR or Bridge Operator to use the organization's Microsoft Directory/Entra ID as the source for person lookup instead of relying solely on the native RingCentral directory.

   This functionality would allow users to search for employees directly from the Microsoft Directory when using Dial by Name or when receptionists use the Bridge Operator to locate and connect callers to employees.

   Business Impact

   Currently, organizations that maintain their employee directory primarily in Microsoft may need to maintain duplicate directory information in RingCentral. This can result in additional administrative effort and potential… more

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8. Feature Request : Simplify and Clarify De-dupe List Options

   Current Behavior / Issue:

   The current De-dupe List options use technical wording that can be confusing for administrators, especially when trying to understand which duplicate lead will be kept or removed.

   The current options are:

   Yes, Remove duplicates found in this list
   Yes, Remove duplicates found in existing lists
   No, Retain duplicates

   The difference between the first and second options is not immediately clear. An administrator may need to read the detailed description or test the behavior to understand whether the existing lead or the newly uploaded lead will be retained.

   Requested Enhancement:

   Simplify the option names and provide a short, easy-to-understand description directly in the UI.

   Suggested wording:

   1. Keep Existing Lead

   If the phone number already exists, don't upload the duplicate from this list.

   1. Keep New Lead

   If the phone number already exists, remove the existing lead and keep the new one.

   1. Keep Both Leads

   Keep the duplicate lead even if the phone number already exists.

   An additional example or tooltip would also be helpful:

   Example: Phone number 555-1001 already exists in the campaign. You are uploading another lead with 555-1001.

   Keep Existing Lead: Keep the original lead.
   Keep New Lead: Replace the original lead with the new lead.
   Keep Both Leads: Keep both leads.

   Expected Benefit:

   This change would make the de-duplication behavior easier to understand without requiring administrators to interpret technical descriptions or consult documentation. It would also reduce the possibility of selecting the wrong option when uploading lead lists.

   Additional Recommendation:

   Since de-duplication is based only on the phone number, the UI should explicitly state this in simple language:

   Duplicates are identified by phone number only.

   Current Behavior / Issue:

   The current De-dupe List options use technical wording that can be confusing for administrators, especially when trying to understand which duplicate lead will be kept or removed.

   The current options are:

   Yes, Remove duplicates found in this list
   Yes, Remove duplicates found in existing lists
   No, Retain duplicates

   The difference between the first and second options is not immediately clear. An administrator may need to read the detailed description or test the behavior to understand whether the existing lead or the newly uploaded lead will be retained.

   Requested Enhancement:

   Simplify the option names and provide a… more

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9. Allow Voice Broadcast System Disposition of "VOICEMAIL-LEFT" to NOT Be Marked COMPLETE

   Allow Voice Broadcast System Disposition of "VOICEMAIL-LEFT" to NOT Be Marked COMPLETE .

   A pass action configuration needs to be available to allow Voice Broadcast System Disposition of "VOICEMAIL-LEFT" to NOT Be Marked COMPLETE as these leads should be able to be re-dialed at the specified pass interval up to the max pass limit set for the campaign.

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10. Display Timestamp on Red Banner for Call Forwarding

    Add an exact timestamp (e.g., "Calls are being forwarded since 2:15 PM") to the prominent red notification banner in the RingCentral app so users immediately know when active call forwarding began.

    Detailed Description:
    Current Behavior:
    When call forwarding is active, a red banner appears at the top of the RingCentral app stating that calls are currently being forwarded. However, it does not specify when the forwarding started or was activated.

    Proposed Feature / Change:
    Include the start time directly on the banner or within a tooltip on hover/tap.

    Example:

    🔴 Calls are being forwarded to +1 (555) 019-2834 (since Oct 12, 8:30 AM)

    Use Case & Business Impact:

    Auditability & Awareness: Users who manage shared lines, handle call coverage, or switch between schedules often forget whether forwarding was turned on during a previous shift or left on accidentally over the weekend.

    Reduces Missed Calls: Knowing the start time helps users quickly verify if calls have been misrouted during critical business hours.

    Improved User Experience: Provides instant context without forcing users to navigate through deep call handling settings or check logs to see when the rule was activated.

    Add an exact timestamp (e.g., "Calls are being forwarded since 2:15 PM") to the prominent red notification banner in the RingCentral app so users immediately know when active call forwarding began.

    Detailed Description:
    Current Behavior:
    When call forwarding is active, a red banner appears at the top of the RingCentral app stating that calls are currently being forwarded. However, it does not specify when the forwarding started or was activated.

    Proposed Feature / Change:
    Include the start time directly on the banner or within a tooltip on hover/tap.

    Example:

    🔴 Calls are being forwarded to +1 (555) 019-2834 (since Oct… more

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11. AI / Call Notes / Notifications

    Please add a setting under Settings > AI that allows users to toggle AI Call Notes and notifications specifically for inbound calls, outbound calls, or both, so high-volume outgoing callers aren't flooded with unwanted summaries and pop-ups.

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12. ajouter un filtre permettant d'exclure de la visibilité des superviseurs certains échanges

    Objectif métier :
    Améliorer la pertinence des tableaux de supervision en masquant les conversations n’ayant reçu aucune réponse utilisateur. Cela permet d’éviter que les superviseurs soient exposés à des tâches non traitées ou non traitables, qui n’apportent pas de valeur au suivi opérationnel.

    Résultat attendu :

    Exclure les échanges dont userrepliescount = 0.
    Afficher uniquement les conversations ayant fait l’objet d’au moins une réponse utilisateur.
    Réduire le bruit dans les tableaux de bord.
    Faciliter le suivi des activités réellement engagées et améliorer l’efficacité de la supervision opérationnelle.

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13. Show agent's notes on specific call in call history

    When setting disposition, agent can leave free text notes related to that call together with AI generated summary. However, these notes are never shown in the call details under calls history. The suggestion is to show these custom notes as well.

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14. Deleting a phone book entry should delete them automatically for all queues

    At the moment, deleting an entry in the phone book page doesn't delete it from the voice queues. We are requesting that this functionality be updated. Deleting a phone book entry should delete it from all queues.

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15. Feature Request: Native Round-Robin Call Routing in RingCX

    Request:
    Add native support for round-robin call routing in RingCX.

    Current Behavior:
    RingCX does not currently provide a native round-robin routing option. The available workaround requires routing through the EX side, while another potential solution would involve custom Cloud Profiles configuration through Professional Services.

    Requested Enhancement:
    Provide a native routing option that allows incoming calls to be distributed sequentially among available agents or destinations using a round-robin logic.

    Business Impact:
    Customers requiring equal or sequential distribution of calls must currently rely on workarounds or Professional Services for custom configuration. Native support would simplify configuration, reduce implementation effort, and provide customers with a standard routing option within RingCX.

    Use Case / Example:
    If Agents A, B, and C are available, calls would be distributed as follows:

    Call 1 → Agent A
    Call 2 → Agent B
    Call 3 → Agent C
    Call 4 → Agent A
    Call 5 → Agent B
    Call 6 → Agent C

    The routing should continue cycling through the available agents/destinations while accounting for agent availability.

    Requested Outcome:
    Add a configurable Round-Robin routing strategy as a native RingCX routing option.

    Request:
    Add native support for round-robin call routing in RingCX.

    Current Behavior:
    RingCX does not currently provide a native round-robin routing option. The available workaround requires routing through the EX side, while another potential solution would involve custom Cloud Profiles configuration through Professional Services.

    Requested Enhancement:
    Provide a native routing option that allows incoming calls to be distributed sequentially among available agents or destinations using a round-robin logic.

    Business Impact:
    Customers requiring equal or sequential distribution of calls must currently rely on workarounds or Professional Services for custom configuration. Native support would simplify configuration, reduce implementation effort, and provide customers… more

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16. Geo IP Access Control for RingCX

    Geo IP Access Control for RingCX
    The customer wanted to know the list of GEO IP access for the Ring RingCX platform.

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17. Add Audit Trail Reporting for Agent Session Queue Selections in RingCX

    We are requesting a feature to generate an audit trail report that tracks historical changes made to an agent's session. Specifically, the system should log timestamps for when an agent manually selects, deselects, or modifies their active queues during their shift.

    Business Use Case / Impact:
    Agents currently have the flexibility to choose which of their assigned queues they want to actively enable. When an agent deselects a queue, administrators have no way to verify when this change occurred. This creates a significant blind spot for IT and Contact Center managers when troubleshooting why an available agent was bypassed for a call (e.g., an agent is assigned 5 queues but only enables 2). Providing an audit log for agent session updates will ensure agent accountability, streamline IT troubleshooting for queue routing issues, and prevent missed calls.

    We are requesting a feature to generate an audit trail report that tracks historical changes made to an agent's session. Specifically, the system should log timestamps for when an agent manually selects, deselects, or modifies their active queues during their shift.

    Business Use Case / Impact:
    Agents currently have the flexibility to choose which of their assigned queues they want to actively enable. When an agent deselects a queue, administrators have no way to verify when this change occurred. This creates a significant blind spot for IT and Contact Center managers when troubleshooting why an available agent was bypassed for… more

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18. Restore Historical Dashboard Report Scheduling

    Product:
    RingCX – Historical Dashboard / Analytics

    Request:
    Bring back the ability to schedule and automatically deliver reports generated from the RingCX Historical Dashboard.

    Current Behavior:
    The RingCX Historical Dashboard currently does not provide a Schedule option for dashboard reports. Users can view and analyze historical data, but they cannot configure the dashboard to automatically generate and deliver a report on a recurring schedule.

    Expected Behavior:
    Provide a Schedule option within the Historical Dashboard that allows users to configure recurring report delivery.

    Suggested Scheduling Options:

    Daily
    Weekly
    Monthly
    Selected days of the week
    Configurable time and timezone
    Recipient email addresses
    Report format, where applicable
    Ability to enable, edit, pause, or remove an existing schedule

    Business Impact:
    The Historical Dashboard is frequently used by supervisors, managers, and administrators to monitor contact center performance and share operational metrics with stakeholders.

    Without scheduling functionality, users must manually access the Historical Dashboard, generate the required report, and distribute the information. This adds repetitive administrative work and makes it more difficult to provide consistent daily or weekly reporting.

    Restoring the Schedule option would allow organizations to automate recurring operational reports and ensure that supervisors and management receive the required information without manual intervention.

    Use Case:
    A contact center manager needs to receive a Historical Dashboard report every morning containing the previous day's agent and contact center performance metrics.

    With scheduling enabled, the manager could configure the report once and have it automatically generated and delivered at the desired time each day.

    Requested Enhancement:
    Restore the Historical Dashboard Report Schedule functionality and provide a scheduling interface comparable to the scheduling capability available for other RingCX reporting features.

    Product:
    RingCX – Historical Dashboard / Analytics

    Request:
    Bring back the ability to schedule and automatically deliver reports generated from the RingCX Historical Dashboard.

    Current Behavior:
    The RingCX Historical Dashboard currently does not provide a Schedule option for dashboard reports. Users can view and analyze historical data, but they cannot configure the dashboard to automatically generate and deliver a report on a recurring schedule.

    Expected Behavior:
    Provide a Schedule option within the Historical Dashboard that allows users to configure recurring report delivery.

    Suggested Scheduling Options:

    Daily
    Weekly
    Monthly
    Selected days of the week
    Configurable time and timezone
    Recipient email addresses… more

    1 vote

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    New  ·  0 comments  ·  Realtime & historical analytics  ·  Edit…  ·  Delete…  ·  Admin →
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19. Disable access in RingCentral app while keeping access in RingCX Agent

    Customer would like to restrict a user's access in the RingCentral app while being able to use RingCX Agent.

    2 votes

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20. Remote Access Limitation

    Please provide the option allowing to initiate Remote Control Access in a meeting with more than 5 participants.

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    4 votes

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