1222 results found

1. Add Priority event to requeue calls when agents are busy/unavailble but connected to the queue

   Currently, the only possibility is to add a priority event No Agents Signed In that will requeue calls to another queue when agents are not signed in to the queue. However, it would be interesting to add a new event based on the agents' busyness/availability on the queue.

   Expected behavior:
   If all agents are busy with other calls, new calls should not be waiting in the queue for the next available agent. What we need is for this call to be requeued to another queue

   We used the Max Queued Calls and tried setting it to 1 but if agents are busy with calls, we allow the first new caller to enter the queue and wait for the next available agent. Following calls will be requeued as expected but not the first one

   For more context see case 29665410

   Currently, the only possibility is to add a priority event No Agents Signed In that will requeue calls to another queue when agents are not signed in to the queue. However, it would be interesting to add a new event based on the agents' busyness/availability on the queue.

   Expected behavior:
   If all agents are busy with other calls, new calls should not be waiting in the queue for the next available agent. What we need is for this call to be requeued to another queue

   We used the Max Queued Calls and tried setting it to 1 but if agents… more

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2. Filtering To Queued Interactions In Inbox

   There is no option within "all messages" to filter to queued interactions only. This makes it hugely difficult to manage large contact centres. Particularly contact centres that are utilising AI and messages do not show as "new" when entering a queue.

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3. Audit log to show when things are requeued by an agent

   Within digital interactions it is not clear when agents have requeued interactions when looking at thread audit logs. This needs to be clear for agent management.

   Alongside this it is best practice to show which queue the interaction is in as large accounts such as ours have close to 100 queues to manage. Currently, all we can see is that the interaction has moved to 'triage queue' with no insight into which queue that is.

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4. Analytics Real-Time Dashboards - Add a Real-time Agent Widget Organized by Queues

   It would be helpful to be able to create a widget/tile for individual inbound queues. Each row of the widget would show the agent name and their interaction data just like in the Real-time agent widget. Except we'd be able to instantly see the names of all the agents signed into each queue as these widgets would dynamically update as agents are assigned/unassigned to the queues.

   There is an existing "Inbound" widget which only "provides a row of overall metrics for each inbound queue"

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5. Feature Request: Improve Call Logging Reliability in RingCX Embedded Agent for Dynamics 365

   Subject: Feature Request: Improve Call Logging Reliability in RingCX Embedded Agent for Dynamics 365

   Product Area: RingCX
   Component: Embedded Agent – Microsoft Dynamics 365 Integration
   Request Type: Feature Enhancement / Reliability Improvement
   Priority Impact: High (Data integrity, reporting accuracy, agent workflow)

   ---

   Problem Statement

   The RingCX Embedded Agent integration with Microsoft Dynamics 365 has several limitations that result in missing or incomplete phone call records when required fields (specifically the Name and Call To / Call From fields) are not populated at call end.

   These limitations cause gaps in call reporting, incomplete CRM activity history, and inconsistent agent workflows—particularly in healthcare and high-volume contact center environments where calls may end abruptly or contacts may not yet exist in Dynamics.

   ---

   Current Behavior

   1. Name field dependency

   • If the Name field is not populated at disposition time:

     • Phone call records may not be created in Dynamics 365
     • Placeholder customer/patient records may be auto-created with no populated data

   1. Common scenarios leading to missing Name field

   • Phone numbers associated with multiple Dynamics records (ambiguous match)
   • Inbound calls from contacts not yet in Dynamics
   • Outbound calls to external parties not stored in Dynamics (e.g., physicians, vendors)
   • Calls going directly to voicemail or ending abruptly
   • Immediate transition to the disposition screen, increasing missed data entry
   • Agents intentionally leaving calls untracked due to workflow constraints

   1. Dynamics constraints

   • The Call To / Call From field is required by Dynamics 365
   • RingCX currently cannot create call records without these required fields populated

   ---

   Business Impact

   • Inaccurate call volume and performance reporting
   • Missing CRM activity records for completed calls
   • Increased manual cleanup and reconciliation work
   • Reduced agent compliance and usability
   • Risk to auditability and operational visibility in regulated environments

   ---

   Requested Enhancements

   1. Decouple Call Record Creation from Name Field Completion

   Allow phone call activity records to be created in Dynamics 365 even if the Name field is empty, using a temporary or system-generated reference (e.g., “Unknown Caller”).

   This would:

   • Preserve call metadata (time, direction, duration, agent)
   • Allow post-call completion of required fields
   • Ensure accurate reporting and historical tracking

   ---

   2. Prevent Automatic Customer/Patient Record Creation

   Add an option to disable auto-creation of customer/contact records from RingCX calls.

   Desired behavior:

   • Call records can exist independently of customer/contact records
   • Customer/contact creation remains a manual, user-driven action

   ---

   3. Improve Name Field Visibility and Workflow

   Enhance agent UI to reduce missed Name entries by:

   • Making the Name field more prominent
   • Displaying the Name field on both call and disposition screens
   • Optionally merging Name entry and disposition into a single workflow step
   • Preventing disposition submission until required CRM fields are reviewed

   ---

   4. Support Deferred Field Completion

   Allow agents or supervisors to populate or correct:

   • Name
   • Call To / Call From after the call record has already been created in Dynamics.

   ---

   Expected Outcome

   • All RingCX calls generate a corresponding Dynamics phone call record
   • Improved data integrity and reporting accuracy
   • Reduced agent friction and training overhead
   • Better alignment with real-world call center workflows
   • Increased adoption of RingCX Embedded Agent in Dynamics-heavy environments

   ---

   Environment Details

   • Platform: RingCX
   • Integration: Embedded Agent for Microsoft Dynamics 365
   • Use Case: High-volume inbound and outbound contact center operations
   • Industry Impact: Healthcare, enterprise support, regulated environments

   ---

   Request

   Please review the feasibility of these enhancements and advise:

   • Whether these changes align with the RingCX product roadmap
   • If configuration-based alternatives are planned
   • Recommended next steps for prioritization

   Thank you for considering this request.

   Subject: Feature Request: Improve Call Logging Reliability in RingCX Embedded Agent for Dynamics 365

   Product Area: RingCX
   Component: Embedded Agent – Microsoft Dynamics 365 Integration
   Request Type: Feature Enhancement / Reliability Improvement
   Priority Impact: High (Data integrity, reporting accuracy, agent workflow)

   ---

   Problem Statement

   The RingCX Embedded Agent integration with Microsoft Dynamics 365 has several limitations that result in missing or incomplete phone call records when required fields (specifically the Name and Call To / Call From fields) are not populated at call end.

   These limitations cause gaps in call reporting, incomplete CRM activity history, and inconsistent agent workflows—particularly in healthcare… more

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6. SMART ACR

   We're using a short "silent" message as the Auto Record notification, which I won't turn off. SMART ACR isn't functioning, and we're exploring alternative solutions. RingCentral's marketing of this feature doesn't match its performance, as evidenced by customer complaints on community boards.

   I won't revert to the original setup for testing. This seems to be a known issue that hasn't been resolved. The feature isn't working on any of our lines, inconsistently presenting notifications even when it shouldn't based on caller location. Your system is not functioning correctly.

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7. Transcriptions for voicemail email notifications in RingCX

   Current Behavior:
   When a call routed to a workflow or voice queue is sent to voicemail, the email notification received contains only the voicemail recording as an attachment. There is no voicemail transcription included in the email body.

   Requested Enhancement:
   Enable voicemail transcriptions to be included directly in the email notifications sent when a voicemail is left for a workflow or voice queue.

   This functionality already exists in the RingEX platform, and we would like to have the same capability available in RingCX for consistency and usability.

   Important Clarification:

   This request is not related to the Queue Voicemail Channel feature.
   The Queue Voicemail Channel routes voicemails to agents assigned to a digital channel, which is a different use case.
   The requirement is to receive voicemail transcriptions in the company email inbox that currently receives voicemail notifications, not within the queue voicemail channel or agent workspace.

   Business Value:

   Improves accessibility and readability of voicemail messages
   Reduces the need to download and listen to voicemail recordings
   Aligns RingCX capabilities with existing RingEX functionality
   Enhances customer experience and operational efficiency

   Current Behavior:
   When a call routed to a workflow or voice queue is sent to voicemail, the email notification received contains only the voicemail recording as an attachment. There is no voicemail transcription included in the email body.

   Requested Enhancement:
   Enable voicemail transcriptions to be included directly in the email notifications sent when a voicemail is left for a workflow or voice queue.

   This functionality already exists in the RingEX platform, and we would like to have the same capability available in RingCX for consistency and usability.

   Important Clarification:

   This request is not related to the Queue Voicemail Channel feature.… more

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8. Enhanced Playback Controls & Dual-Channel Visualization for RingCX Recordings.

   Please consider an update to the RingCX Call Recording interface to include advanced playback navigation (Fast Forward/Rewind) and a visual "Dual-Channel" waveform. Currently, the playback experience requires manual scrubbing and active listening to distinguish between speakers, which slows down the auditing and coaching process.

   Key Feature Requests
   Granular Playback Controls: Add dedicated "Skip Forward" and "Skip Backward" buttons (e.g., in 5 or 10-second increments). This allows users to quickly bypass hold music or repetitive disclosures without losing their place.

   Split-Track Visualization (Agent vs. Customer): Implement a visual waveform or timeline that clearly distinguishes the Agent's audio from the Customer's audio.

   Example: Using different colors or separate horizontal tracks to show exactly when the agent is speaking versus the caller.

   Click-to-Jump Navigation: Allow users to click on specific sections of the visual waveform to instantly play that part of the conversation.

   The Benefit
   Time Efficiency: Supervisors and QA analysts can "scan" a call visually to find key moments rather than listening to the entire recording.

   Improved Coaching: Easily identifying "dead air" or instances where an agent might be overtalking a customer becomes a visual task rather than a manual one.

   User Experience: These would significantly elevate the RingCX administrative workflow.

   Please consider an update to the RingCX Call Recording interface to include advanced playback navigation (Fast Forward/Rewind) and a visual "Dual-Channel" waveform. Currently, the playback experience requires manual scrubbing and active listening to distinguish between speakers, which slows down the auditing and coaching process.

   Key Feature Requests
   Granular Playback Controls: Add dedicated "Skip Forward" and "Skip Backward" buttons (e.g., in 5 or 10-second increments). This allows users to quickly bypass hold music or repetitive disclosures without losing their place.

   Split-Track Visualization (Agent vs. Customer): Implement a visual waveform or timeline that clearly distinguishes the Agent's audio from the Customer's audio.

   … more

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9. Feature Request – Distinct “Invalid Number” Result for Manual Outbound Calls

   Description:

   Currently, in RingCX historical reports, manual outbound calls to invalid numbers are recorded as “No Answer” in the Call Results column. This makes it impossible to differentiate between genuine no-answer calls and invalid-number attempts in reporting.

   Business Impact:

   Agents and managers cannot accurately track list quality or outbound performance.

   Invalid numbers are not flagged for clean-up, reducing operational efficiency.

   Reporting and analytics on manual outbound campaigns are incomplete.

   Requested Feature:

   Introduce a distinct call result/disposition such as “Invalid Number” for manual outbound calls.

   Ensure this result is visible in historical reports, dashboards, and exported data.

   (Optional) Include this disposition in APIs and automated reporting tools for better integration.

   Priority: Medium–High (impacts reporting accuracy and outbound efficiency)

   Accurate invalid-number tracking is critical for list hygiene and performance measurement.

   Description:

   Currently, in RingCX historical reports, manual outbound calls to invalid numbers are recorded as “No Answer” in the Call Results column. This makes it impossible to differentiate between genuine no-answer calls and invalid-number attempts in reporting.

   Business Impact:

   Agents and managers cannot accurately track list quality or outbound performance.

   Invalid numbers are not flagged for clean-up, reducing operational efficiency.

   Reporting and analytics on manual outbound campaigns are incomplete.

   Requested Feature:

   Introduce a distinct call result/disposition such as “Invalid Number” for manual outbound calls.

   Ensure this result is visible in historical reports, dashboards, and exported data.

   (Optional) Include this disposition… more

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10. Delay/Disable Outbound Call Recording Announcement when call goes to voicemail (Users cant hear Voicemail Announcement)

    Currently, the automatic recording plays the moment the call is connected, even when it is connected to voicemail. Because of this, our users cant hear the voicemail message, and the disclosure is not provided to the end user.

    Ideally, Ring Central can detect if the call is connected at the 30 second mark (typical for voicemails) and delay the disclosure until after the Voicemail tone.

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11. QA Reviews for Email Interactions in RingSense

    We currently leverage RingCX and RingSense to perform quality assurance (QA) reviews, coaching, and performance analysis for agent phone calls. These tools provide valuable insights such as call recordings, transcripts, sentiment, and AI-driven scoring. However, we have a significant number of agents who primarily handle customer interactions via email, and there is currently limited visibility or structured QA oversight for those interactions.

    Requested Enhancement
    We are requesting enhanced email interaction analysis and QA functionality within RingCX and/or RingSense, comparable to what is available for voice interactions.

    Desired capabilities include (but are not limited to):

    Visibility into agent email conversations within RingCX

    Email transcript review with full conversation threading

    AI-powered analysis (e.g., sentiment, tone, keyword/compliance detection)

    QA scoring frameworks applicable to email interactions

    Search and filtering of emails by agent, queue, keywords, or sentiment

    Coaching and feedback workflows tied to email interactions
    Reporting on email quality trends over time

    We currently leverage RingCX and RingSense to perform quality assurance (QA) reviews, coaching, and performance analysis for agent phone calls. These tools provide valuable insights such as call recordings, transcripts, sentiment, and AI-driven scoring. However, we have a significant number of agents who primarily handle customer interactions via email, and there is currently limited visibility or structured QA oversight for those interactions.

    Requested Enhancement
    We are requesting enhanced email interaction analysis and QA functionality within RingCX and/or RingSense, comparable to what is available for voice interactions.

    Desired capabilities include (but are not limited to):

    Visibility into agent email conversations within… more

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12. RingCX Log in - Web App or SPOG

    Web App or SPOG
    Report which can tell if the agent logged in via SPOG on WebApp or Desktop App

    1 vote

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13. CallerID

    Customers should have the option to be able to set a name under caller IDs when calling outbound to their customers. Customers are more likely to pick up calls with an identified buisness name rather an unknown number.

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14. Sync RingCentral Platform presence with Expansion Module

    Customer bought an expansion module to connect his Poly Edge E550 device. The customer has a total of 60 plus presence showing from the Expansion module but it seems like it's not sycing with the RingCentral Admin portal Presence. Customer would like to have this feature available so that it would be easier for them to sync their Admin portal presence with the Expansion module

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15. Manage Clients Under Agency Account

    Those of us with agencies who manage multiple clients should have an agency account. This is the only platform I am not able to use my email to manage client accounts.

    I am told I have to have a unique email for each client to access their account.

    Callfire, Callrail, Twilio, etc. all have the ability to do this.

    How can this become an option?

    1 vote

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16. Identities

    Looking for the capability to be able to "export" the list of identities (customers that have called into the RingCX environment and the system has created an Identity (first name, last name, phone number, etc....) The capability to be able to review the identities and manage the entries that have been made to the repository where it is kept/stored

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17. Feature Request: Configurable Extended Session Persistence Across RingCentral Web Domains

    Dear RingCentral Product Team,

    I would like to formally request a feature enhancement for RingCentral’s web applications.

    Feature Request:
    Provide a configurable option to keep RingCentral web sessions active for extended, user-defined durations (e.g., 10 hours, 24 hours) across all RingCentral web domains and subdomains, including:

    • app.ringcentral.com

    • ringcx.ringcentral.com

    • engage.ringcentral.com

    • All associated subdomains

    Business Use Case:

    Many users rely on RingCentral web apps throughout long workdays or shifts (e.g., support agents, contact center staff, operations teams). Currently, sessions may disconnect or require re-login due to inactivity or browser timeouts, even while the user remains online and active.

    This can result in:

    • RNA/ Missed calls, messages, or notifications

    • Disruption to workflows

    • Reduced productivity, particularly in browser-centric or VDI environments

    Proposed Enhancement:

    • A configurable “Keep Session Active” or “Extended Session Duration” setting for users or admins

    S• upport for long-running sessions (e.g., 10–24 hours) while respecting security policies

    • Built-in heartbeat/keep-alive mechanisms within the RingCentral web apps or browser extensions, without requiring unsupported user scripts

    • Coverage across all primary web domains (app.ringcentral.com, ringcx.ringcentral.com, engage.ringcentral.com) and their subdomains

    Benefits:

    • Reliable session persistence for browser-based users

    • Reduced dependency on desktop apps in restricted environments

    • Better support for enterprise, contact center, and shift-based workflows

    Dear RingCentral Product Team,

    I would like to formally request a feature enhancement for RingCentral’s web applications.

    Feature Request:
    Provide a configurable option to keep RingCentral web sessions active for extended, user-defined durations (e.g., 10 hours, 24 hours) across all RingCentral web domains and subdomains, including:

    • app.ringcentral.com

    • ringcx.ringcentral.com

    • engage.ringcentral.com

    • All associated subdomains

    Business Use Case:

    Many users rely on RingCentral web apps throughout long workdays or shifts (e.g., support agents, contact center staff, operations teams). Currently, sessions may disconnect or require re-login due to inactivity or browser timeouts, even while the user remains online and active.

    … more

    6 votes

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18. disable RingCX dialpad when using RC Softphone

    Our agents must use "RingCentral Phone" as their device type in RingCX because RingCX does not provide an audible indicator for incoming calls, when using Integrated Phone. When they do this, they are not able to enter DTMF tones while in the RingCX UI when conferencing in a third party translator service. The DTMF tones must be entered via the RingCentral softphone app. This is incredibly confusing for our agents, as they perform all other call functions such as hold, transfer, etc in the RingCX web interface. It will be great if we can disbale the diapad in RingCX in this instance to lessen the confusion

    Our agents must use "RingCentral Phone" as their device type in RingCX because RingCX does not provide an audible indicator for incoming calls, when using Integrated Phone. When they do this, they are not able to enter DTMF tones while in the RingCX UI when conferencing in a third party translator service. The DTMF tones must be entered via the RingCentral softphone app. This is incredibly confusing for our agents, as they perform all other call functions such as hold, transfer, etc in the RingCX web interface. It will be great if we can disbale the diapad in RingCX in… more

    8 votes

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19. Recycling Leads / Nurture Campaigns

    Recycling Leads / Nurture Campaigns
    We need a solution that allows leads to be temporarily removed from the dialer based on a specific disposition, while still allowing them to be reactivated and called again in the future. This would support a structured nurture strategy rather than permanently excluding leads from outreach.

    For example, if a lead is dispositioned as “Does Not Qualify” or “Not Qualified Today,” that lead should move into a separate campaign or grouping that can be revisited after a defined period (e.g., 2–6 months) to attempt re-engagement and earn the business at a later time.

    It is important to note that Do Not Call (DNC) should remain strictly reserved for true DNC scenarios, in alignment with federal compliance guidelines. We do not want DNC to become a catch-all disposition for leads we are simply not dialing at the moment.

    This type of functionality would greatly improve lead lifecycle management, compliance, and long-term revenue opportunities.

    Recycling Leads / Nurture Campaigns
    We need a solution that allows leads to be temporarily removed from the dialer based on a specific disposition, while still allowing them to be reactivated and called again in the future. This would support a structured nurture strategy rather than permanently excluding leads from outreach.

    For example, if a lead is dispositioned as “Does Not Qualify” or “Not Qualified Today,” that lead should move into a separate campaign or grouping that can be revisited after a defined period (e.g., 2–6 months) to attempt re-engagement and earn the business at a later time.

    It is… more

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20. Enhancing Queue Event Management

    I would like to suggest several improvements to the way RingCX handles queue events. Currently, managing these is somewhat complicated. The following changes would bring the platform in line with industry standards and significantly simplify the user experience.

    1. Queue Event “Duration”
       Currently, having to manually set a "Duration" for queue events is not ideal, as the event time must precisely match the audio file length. Most competitor solutions play prompts from start to finish, with the duration automatically defined by the audio file itself. Removing the manual duration requirement would prevent prompts from being cut off or leaving awkward silences.

    2. Queue Event “Repetitions”
       There is currently no native option to set repetitions for queue events. Our current workaround is calculating the total duration multiplied by the desired number of repetitions is highly unreliable. Factors such as the variable delay in establishing voice legs often result in prompts being cut short. Ideally, we should be able to play a prompt and simply define the number of loops required if these need to play multiple times.

    3. “Position in Queue” and “Estimated Wait Time”
       Linked to the point above, these prompts currently only play once per queue event. If we need these to repeat (for example, every 2 minutes over an hour), we are forced to replicate the queue event 30 times. This quickly becomes unmanageable. Introducing a repetition or interval setting for these specific prompts would be a much more elegant and scalable solution.

    4. “Comfort Prompts” (Overlay Logic)
       Typically, other solutions handle comfort prompts as an "overlay" for Music on Hold (MOH). In this setup, MOH plays continuously, and comfort prompts are triggered at defined intervals or repetitions. The music automatically fades out so that the prompt is audible and fades back in once it finishes. While this is a "nice to have," it would vastly simplify how we manage music and audio assets today.

    I would like to suggest several improvements to the way RingCX handles queue events. Currently, managing these is somewhat complicated. The following changes would bring the platform in line with industry standards and significantly simplify the user experience.

    1. Queue Event “Duration”
       Currently, having to manually set a "Duration" for queue events is not ideal, as the event time must precisely match the audio file length. Most competitor solutions play prompts from start to finish, with the duration automatically defined by the audio file itself. Removing the manual duration requirement would prevent prompts from being cut off or leaving awkward silences.

    2. … more

    6 votes

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