1521 results found

1. Revert lost Analytics reports once an Admin has been recreated

   Revert any lost Analytics reports once an Admin has been recreated

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2. RCX | API for Workflow Custom Fields Retrieval

   Problem Statement:
   Currently, custom data collected during call workflows—such as DTMF survey responses configured with "Save Input for Reporting" or custom key-value pairs written via ivr.putReportField()—are only visible inside RingCX Historical Analytics (e.g., Workflow Detail with Custom Fields) and manual/scheduled CSV exports.

   There is no supported public REST API endpoint (including interaction-metadata or recording/WFM APIs) that exposes these custom workflow report fields programmatically after an interaction completes.

   For customers who need to feed IVR survey results or custom workflow variables (e.g., note_reco, AgentName, customer ratings) into external CRMs, BI tools, or internal databases via API, the current manual export processes create operational friction.

   Proposed Solution / Feature Request:
   Provide a public REST API capability to query and extract custom workflow reporting fields. Specifically:

   API Endpoint Expansion: Add an endpoint (or expand the existing Integration/Interaction Metadata API) that accepts a UII (Unique Interaction Identifier) or date range and returns all captured Custom Field Name / Custom Field Value pairs associated with that call.

   Standard Response Payload: Ensure the response JSON schema includes standard call metadata along with all values saved via "Save Input for Reporting" and ivr.putReportField().

   Use Case & Business Value:
   Automated Survey Data Sync: Allows businesses running CSAT/NPS surveys in RingCX Workflow Studio to automatically ingest customer scores into CRMs (like Salesforce or Zendesk) or data warehouses without requiring manual CSV exports or inline HTTP nodes during the call.

   Streamlined Reporting: Enables developers to build custom reporting dashboards outside of RingCX using official, supported public APIs.

   Problem Statement:
   Currently, custom data collected during call workflows—such as DTMF survey responses configured with "Save Input for Reporting" or custom key-value pairs written via ivr.putReportField()—are only visible inside RingCX Historical Analytics (e.g., Workflow Detail with Custom Fields) and manual/scheduled CSV exports.

   There is no supported public REST API endpoint (including interaction-metadata or recording/WFM APIs) that exposes these custom workflow report fields programmatically after an interaction completes.

   For customers who need to feed IVR survey results or custom workflow variables (e.g., note_reco, AgentName, customer ratings) into external CRMs, BI tools, or internal databases via API, the current manual export processes… more

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3. Overriding Wrap Up ACD State

   Agents should be able to override the pre-set wrap up time. They should be able to change their status back to available if no wrap up time is required and continue tackling the calls holding.

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4. Enable Outlook GAL Search in RingCX Digital Email (To/CC/BCC/Forward Fields)

   Business Need:
   *Customers using RingCX Digital email interactions require the ability to search and select recipients directly from the Microsoft Outlook Global Address List (GAL) when composing, replying to, or forwarding emails.

   Current Behavior:
   *The"Sync with RingEX Contacts" feature currently supports contact lookup only within the RingCX Integrated Softphone in SPOG for voice-related workflows. Users can search contacts and initiate or transfer calls using synchronized Outlook/GAL contact information. The feature does not provide GAL search capabilities within RingCX Digital email fields (To, CC, BCC, or Forward). As a result, agents must manually enter known email addresses. The upcoming release is limited to Voice on SPOG only, and Digital support was removed from the release scope.

   Requested Enhancement:
   *Add Outlook GAL lookup and recipient selection capabilities to RingCX Digital email interactions, including:

   • To field
   • CC field
   • BCC field
   • Forward recipient field

   Expected Outcome:

   • Agents can search the organization's Outlook GAL directly from RingCX Digital.
   • Matching contacts are displayed and selectable from a searchable directory.
   • Email addresses are automatically populated when a contact is selected.
   • Consistent user experience between Voice and Digital channels.

   Customer Impact:

   • Eliminates manual entry of email addresses.
   • Reduces addressing errors.
   • Improves agent efficiency and productivity.
   • Enhances integration between Microsoft 365 and RingCX Digital.

   Use Case:
   *An agent handling a Digital email interaction needs to forward or send an email to an internal employee but does not know the employee's email address. The agent should be able to search the Outlook GAL and select the recipient directly from the To/CC/BCC/Forward fields, similar to the contact lookup experience available in Voice/SPOG.

   Business Value:
   *This enhancement would improve usability for Digital agents, reduce handling time, and provide feature parity between voice and digital contact workflows.

   Business Need:
   *Customers using RingCX Digital email interactions require the ability to search and select recipients directly from the Microsoft Outlook Global Address List (GAL) when composing, replying to, or forwarding emails.

   Current Behavior:
   *The"Sync with RingEX Contacts" feature currently supports contact lookup only within the RingCX Integrated Softphone in SPOG for voice-related workflows. Users can search contacts and initiate or transfer calls using synchronized Outlook/GAL contact information. The feature does not provide GAL search capabilities within RingCX Digital email fields (To, CC, BCC, or Forward). As a result, agents must manually enter known email addresses. The upcoming release is… more

   5 votes

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5. Agent Phonebook to show in alphabetical order

   At the moment, the phonebook is showing in ID order. We would like the ability to configure the agent phonebook to show in alphabetical order.

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6. Unified interaction routing: Detect forwards in real time and auto-close the orphaned interactions

   Problem Statement:
   Currently, when an agent forwards a digital interaction (like an email) to another channel or department, the system behaves differently than a standard requeue. Instead of seamlessly transferring the work, the system leaves the original interaction in an open state and generates a completely new, disconnected interaction for the forwarded item.

   Business Impact:
   -Agent Confusion & Friction: Agents must perform multi-step manual wrap-ups to close the original interaction, increasing Average Handle Time (AHT).
   -Fragmented Journey: Splitting the interaction breaks the historical thread, making it harder for the next agent to see the full context.
   -Administrative Burden: Our admins are currently forced to build and maintain custom webhook workarounds to automatically close these dangling interactions.

   Desired Behavior:
   We want forwarding a digital interaction to mirror the functionality of recategorizing or requeueing. Specifically:
   -The interaction is transferred in a single motion.
   -The interaction closes automatically for the forwarding agent.
   -The original interaction ID is maintained (not duplicated) as it moves to the new destination.

   Problem Statement:
   Currently, when an agent forwards a digital interaction (like an email) to another channel or department, the system behaves differently than a standard requeue. Instead of seamlessly transferring the work, the system leaves the original interaction in an open state and generates a completely new, disconnected interaction for the forwarded item.

   Business Impact:
   -Agent Confusion & Friction: Agents must perform multi-step manual wrap-ups to close the original interaction, increasing Average Handle Time (AHT).
   -Fragmented Journey: Splitting the interaction breaks the historical thread, making it harder for the next agent to see the full context.
   -Administrative Burden: Our admins… more

   8 votes

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7. Channels

   Have the ability to download ALL channels, through the RingCX channel section.

   Currently, only Voice Channels are exported into .csv.
   Making it so ALL channels (voice, digital) are exported to the list, would make a more streamlined experience.

   •  

   7 votes

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8. Automatic Restoration of Auxiliary State After Reconnect

   Summary
   Request to enhance RingCX agent state handling by automatically restoring the previously assigned auxiliary state (reason code) after a session reconnect or brief network interruption.

   Background
   Currently, when an agent experiences a temporary network disruption or session reconnect, the system may restore only the base state (e.g., “Working”) without the associated auxiliary state (custom reason code). While the backend retains the correct state for reporting and analytics, the agent’s UI may display an incomplete or generic state.

   This creates a mismatch between the agent interface and the Live Dashboard, which can lead to confusion and unnecessary troubleshooting.

   Problem Statement
   After a reconnect event:

   The agent UI may lose the auxiliary state (reason code)
   The UI defaults to a base state (e.g., “Working”)
   The backend continues to reflect the correct full state (base + auxiliary)
   Agents may need to manually refresh the browser to resync

   This behavior impacts user experience and may reduce confidence in system accuracy, even though backend data remains correct.

   Proposed Solution
   Enhance the system to automatically restore the full agent state, including auxiliary/reason codes, after a reconnect or session recovery.

   Specifically:

   Persist the last known auxiliary state on the server side
   Ensure the reconnect payload includes both base state and auxiliary state
   Automatically reapply the auxiliary state in the agent UI upon reconnection

   Expected Behavior

   After reconnect, the agent UI should display the exact previous state (base + auxiliary)
   No manual refresh (F5) should be required
   UI and Live Dashboard should remain fully synchronized at all times

   Benefits

   Improved user experience with consistent state visibility
   Reduced confusion and support inquiries related to state mismatches
   Increased trust in system reliability
   Eliminates need for manual UI refresh after reconnect events

   Summary
   Request to enhance RingCX agent state handling by automatically restoring the previously assigned auxiliary state (reason code) after a session reconnect or brief network interruption.

   Background
   Currently, when an agent experiences a temporary network disruption or session reconnect, the system may restore only the base state (e.g., “Working”) without the associated auxiliary state (custom reason code). While the backend retains the correct state for reporting and analytics, the agent’s UI may display an incomplete or generic state.

   This creates a mismatch between the agent interface and the Live Dashboard, which can lead to confusion and unnecessary troubleshooting.

   Problem Statement… more

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9. Feature Enhancement Request: Customer-Controlled Azure Text-to-Speech (TTS) Voice Selection via SSML in RingCX Workflows

   Feature Enhancement Request: Customer-Controlled Azure Text-to-Speech (TTS) Voice Selection via SSML in RingCX Workflows

   Title:
   Enable SSML Support and Customer-Controlled Azure Text-to-Speech Voice Selection for IVR Workflows

   Product:
   RingCX Workflow / IVR Text-to-Speech (Azure TTS)

   Business Justification:
   Following the migration from Poly TTS to Azure Text-to-Speech, customers have lost the ability to control which voice is used for IVR prompts. The platform currently assigns a default Azure voice with no option for customers to select a preferred voice or configure speech characteristics.

   This has resulted in:

   • Unexpected voice changes without prior customer notification.
   • Customer dissatisfaction due to inconsistent IVR branding and user experience.
   • Reduced flexibility for multilingual deployments and accessibility requirements.
   • Lack of documentation explaining the change, supported voices, and current platform limitations.

   Several enterprise customers have requested the ability to choose Azure voices directly, particularly through Speech Synthesis Markup Language (SSML), allowing customization of voice, language, speaking style, pronunciation, and other speech attributes.

   Current Limitation
   • Workflow Text-to-Speech uses a fixed Azure voice.
   • Customers cannot specify:

   Azure voice name
   Language or locale
   Neural voice
   Speaking style
   Prosody (rate, pitch, volume)
   • No SSML input is supported.
   • No fallback or notification mechanism exists when the Azure TTS backend experiences failures.
   • Documentation does not clearly describe supported voices or service limitations.

   Requested Enhancement

   • Implement SSML support within the Workflow Text-to-Speech function to allow customers to fully leverage Azure Speech capabilities while maintaining compatibility with the existing Azure backend.

   The enhancement should allow customers to:

   1. Enter SSML directly within the TTS node.
   2. Select supported Azure voices.
   3. Configure: • Voice • Language • Speaking style • Rate • Pitch • Volume • Pronunciation
   4. Support multilingual voice selection where available.
   5. Validate SSML before execution.
   6. Maintain backward compatibility for customers who continue using plain text.

   Additional Requested Improvements

   1. Supported Voice Documentation

   Provide documentation that includes:
   • List of supported Azure voices
   • Supported locales
   • Neural voice availability
   • SSML examples
   • Feature limitations
   • Usage guidelines
   2. Advanced Voice Clarification

   Clarify whether premium Azure/OpenAI voices (for example, Nova Multilingual Neural HD) will be supported and whether their usage incurs additional licensing or operational costs.

   1. Backend Monitoring and Failure Handling

   Improve resiliency of the TTS service by providing:

   • Detection of Azure TTS service failures.
   • Workflow error handling when synthesis fails.
   • Optional fallback logic.
   • Monitoring and alerting for backend outages.
   • Customer-facing notifications for service-impacting events.

   1. Customer Change Communication

   Establish a standardized process for notifying customers whenever backend speech engines or default voices change to avoid unexpected IVR behavior and preserve customer experience.

   Expected Benefits
   • Restores customer control over IVR voice experience.
   • Enables richer, more natural speech using Azure SSML.
   • Improves multilingual support.
   • Reduces customer complaints following backend changes.
   • Improves documentation and product transparency.
   • Enhances reliability through better monitoring and failure handling.
   Aligns RingCX with Azure Speech capabilities and customer expectations.
   Priority

   High

   This enhancement addresses a customer-facing functionality gap introduced during the migration from Poly TTS to Azure TTS and impacts IVR branding, accessibility, multilingual deployments, and overall customer experience.

   Customer Impact
   • Customers currently cannot customize Azure voices.
   • Existing IVRs may sound different after backend changes without customer awareness.
   • Organizations relying on branded voice experiences cannot maintain consistency.
   • Lack of failure visibility can result in silent IVR issues during Azure TTS outages.

   Proposed Next Steps
   • Design and implement SSML support within the Workflow TTS node.
   • Confirm the list of Azure/OpenAI voices that will be supported.
   • Determine any licensing or pricing implications for premium voices.
   • Publish comprehensive product documentation.
   • Implement monitoring, fallback handling, and customer notification mechanisms.
   • Communicate the implementation timeline to affected customers.

   This enhancement was discussed jointly with Engineering and Support, with agreement to pursue SSML support as the long-term solution for restoring customer control over Azure Text-to-Speech voice selection.

   Feature Enhancement Request: Customer-Controlled Azure Text-to-Speech (TTS) Voice Selection via SSML in RingCX Workflows

   Title:
   Enable SSML Support and Customer-Controlled Azure Text-to-Speech Voice Selection for IVR Workflows

   Product:
   RingCX Workflow / IVR Text-to-Speech (Azure TTS)

   Business Justification:
   Following the migration from Poly TTS to Azure Text-to-Speech, customers have lost the ability to control which voice is used for IVR prompts. The platform currently assigns a default Azure voice with no option for customers to select a preferred voice or configure speech characteristics.

   This has resulted in:

   • Unexpected voice changes without prior customer notification.
   • Customer dissatisfaction due to inconsistent… more

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10. Realtime reporting to report on Categories

    Placeholder to provide more details...

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11. Ability to enable presence sync for call queues/groups vs individual users

    Currently, presence sync can be enabled either for all users or individual users. For customers enabling presence sync for individual users, every new user will need to have presence sync enabled manually.

    Having the ability to control sync for call queues/groups would both reduce the work required for enabling sync (there are less groups than there are users) and ensure future members of that call queue/group will have sync automatically enabled.

    2 votes

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12. Add API and Reporting Indicator for Carrier-Masked / Altered Caller IDs

    Introduce a metadata field, flag, or indicator within the API response payload (e.g., Call Log API, RingCX API) and exported Analytics reports that identifies if a Caller ID/ANI is:

    The original caller phone number provided by the originating carrier, OR

    A suspected masked/replaced number applied during the telecom routing process (based on known SIP header metadata or gateway routing patterns).

    2 votes

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13. Support for RingCX session initiation on mobile web browsers (iOS and Android)

    background:
    Customers attempting to access RingCX using mobile devices (iPhone/iPad and Android) via supported browsers such as Chrome, Safari, Firefox, and Edge are encountering an error message stating:
    "You’re using an unsupported browser. Switch to the latest version of Chrome, Firefox or Edge to start a session."

    This occurs even when using updated versions of supported browsers.

    current behavior:

    Users can access the RingCX login page via mobile browsers
    Upon attempting to start a session, the system blocks access
    Error message indicates unsupported browser
    Issue is consistent across all browsers on iOS devices
    Similar limitations may occur on Android devices depending on configuration

    root cause (known limitation):

    iOS browsers are required to use Apple WebKit engine regardless of browser type
    RingCX relies on WebRTC and advanced browser capabilities not fully supported in mobile environments
    Platform detects mobile browser environment as unsupported for session initiation

    expected behavior:

    Users should be able to initiate and manage RingCX sessions from mobile browsers
    Platform should properly recognize supported mobile browsers
    If full support is not possible, provide:
    a mobile-optimized experience, or
    a clear and accurate compatibility message with guidance

    business impact:

    Limits agent and admin mobility
    Prevents users from handling calls or sessions while away from desktop
    Creates confusion due to misleading “unsupported browser” message
    Impacts customer experience and operational flexibility

    requested enhancement:

    Enable support for RingCX session initiation on:
    iOS mobile browsers (Safari/Chrome/Edge)
    Android mobile browsers
    Improve browser detection logic for mobile environments
    Provide fallback or limited functionality mode if full WebRTC support is not feasible
    Update error messaging to clearly indicate mobile limitation (if support cannot be implemented)

    workarounds:

    Use desktop or laptop with supported browsers (Chrome, Edge, Firefox)
    No viable mobile workaround currently available

    additional notes:

    This is a recurring customer inquiry and not an isolated case
    Similar requests have been raised regarding mobile accessibility and flexibility
    Aligning RingCX with mobile capabilities would improve competitiveness and user adoption

    background:
    Customers attempting to access RingCX using mobile devices (iPhone/iPad and Android) via supported browsers such as Chrome, Safari, Firefox, and Edge are encountering an error message stating:
    "You’re using an unsupported browser. Switch to the latest version of Chrome, Firefox or Edge to start a session."

    This occurs even when using updated versions of supported browsers.

    current behavior:

    Users can access the RingCX login page via mobile browsers
    Upon attempting to start a session, the system blocks access
    Error message indicates unsupported browser
    Issue is consistent across all browsers on iOS devices
    Similar limitations may occur on Android devices… more

    1 vote

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14. Screen recording via RingCX Embedded App

    In the current RingCX embedded App via CRM, the ability to capture agent screen recordings is not available, regardless of whether agent screen recording is enabled at the voice queue level.

    1 vote

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15. Omit country and area codes when dialing in RingCX

    When dialing via the RingCX application, please omit the country code and area code.
    The customer is asking whether RingCX can automatically omit country and area codes when dialing.

    3 votes

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16. Log all calls even if Agent is offline in RingCentral Voice for Salesforce

    Log all calls even if the agent is offline in RingCentral Voice for Salesforce.

    2 votes

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17. Agent-Assigned Callback Lists

    Summary:
    Add the ability to create and manage a list of callback phone numbers that can be assigned directly to a specific agent instead of being routed through a queue.

    Business Need:
    Some organizations require continuity of service by having the same agent who previously worked with a customer complete the callback. The current queue-based callback routing can result in callbacks being delivered to any available agent, which may require the customer to repeat information and reduce efficiency.

    Requested Functionality:

    Allow administrators or supervisors to create a callback list.
    Enable callbacks to be assigned directly to a designated agent.
    Provide agents with a personal callback queue or task list.
    Retain callback details, including customer information, scheduled callback time, and notes.
    Include supervisor visibility into callback status (pending, completed, overdue, etc.).
    Support reassignment of callbacks when an agent is unavailable.

    Benefits:

    Improves continuity of customer interactions.
    Increases agent ownership and accountability.
    Reduces customer effort by connecting them with the same agent.
    Provides greater flexibility for callback management beyond standard queue-based routing.

    Summary:
    Add the ability to create and manage a list of callback phone numbers that can be assigned directly to a specific agent instead of being routed through a queue.

    Business Need:
    Some organizations require continuity of service by having the same agent who previously worked with a customer complete the callback. The current queue-based callback routing can result in callbacks being delivered to any available agent, which may require the customer to repeat information and reduce efficiency.

    Requested Functionality:

    Allow administrators or supervisors to create a callback list.
    Enable callbacks to be assigned directly to a designated agent.
    Provide… more

    1 vote

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18. callback callerID

    Q callbacks can only be provisioned with the CID of an existing queue. This does not use the Q's Manual Outbound or Transfer Override Caller ID settings. It appears its using a phone number assigned to a channel that routes the call to the Q.

    Customer is requesting an option to include / enter an external number as the CID.

    Currently, if another number is entered in the "Callback from Queue" field, it is disregarded and uses the default queue, which results in the channel's phone number assigned to the Q.

    Customer supports multiple residential properties and all calls originally reaches these properties. If calls are not answered or REX CQs wait settings are reached, it forwards to RCX via CCRN. These CCRNs are not published and customer prefers these are not to be used as Callback CIDs and would like to use their main published number. This main published number is also an external number which has been approved as a Substitute CallerID and completed the process for the account.

    Q callbacks can only be provisioned with the CID of an existing queue. This does not use the Q's Manual Outbound or Transfer Override Caller ID settings. It appears its using a phone number assigned to a channel that routes the call to the Q.

    Customer is requesting an option to include / enter an external number as the CID.

    Currently, if another number is entered in the "Callback from Queue" field, it is disregarded and uses the default queue, which results in the channel's phone number assigned to the Q.

    Customer supports multiple residential properties and all calls originally… more

    7 votes

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19. Lower Ringtime on campaigns to 15 seconds

    Lower Ringtime on campaigns to 15 seconds, right now the minium we can go to is 20 seconds

    Our testing has demonstrated that approximately 20 seconds represents an inflection point where voicemail pickups begin to increase significantly. By allowing a configurable ring timeout of 15 seconds, we can:
    Reduce the number of calls answered by voicemail.
    Improve Answering Machine Detection (AMD) performance.
    Reduce unnecessary machine-to-agent transfers.
    Improve agent productivity and customer experience.
    Reduce overall dialing latency while remaining compliant with applicable regulations.

    2 votes

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20. RingCX Analytics Schedules Schedule Frequency select specific days of the week

    The settings in RingCX Analytics Schedules should the option to select specific days of the week, like setting a schedule for Mon|Wed|Thu or Tue|Wed|Thu|Fri|Sat.

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