1258 results found

1. Able to enter multiple dates and times in a single entry in the RingCX Workflow Studio.

   We have experienced, and may continue to experience, severe weather conditions. As a result, we closed early on one day and opened late the following day.
   Is it possible to update the workflow to close on specific dates and times?
   For example:
   Monday: Closed
   Tuesday: Delayed opening at 11:00 AM ET
   Tuesday: Early closure at 4:00 PM ET
   Wednesday: Delayed opening at 11:00 AM ET
   Currently, I have to log into the Admin portal and manually update the dates and workflow for each individual time change. I would like to be able to enter multiple dates and times within a single entry instead.

   We have experienced, and may continue to experience, severe weather conditions. As a result, we closed early on one day and opened late the following day.
   Is it possible to update the workflow to close on specific dates and times?
   For example:
   Monday: Closed
   Tuesday: Delayed opening at 11:00 AM ET
   Tuesday: Early closure at 4:00 PM ET
   Wednesday: Delayed opening at 11:00 AM ET
   Currently, I have to log into the Admin portal and manually update the dates and workflow for each individual time change. I would like to be able to enter multiple dates and times within a… more

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2. Request for Integration & Listing of TOA IP-A1SC15 Speaker as a Supported Paging Device

   Dear RingCentral Team,
   I hope you are doing well.
   I am reaching out on behalf of TOA Electronics regarding our network-based IP speaker, the TOA IP-A1SC15. We have a growing number of mutual customers who are actively using RingCentral’s hosted phone system and have expressed a strong need for seamless integration between RingCentral and our IP-A1 series paging products. https://www.toaelectronics.com/en-us/products/ip-audio/ipa1series

   Over the past months, we have observed that several customers are unable to complete SIP registration due to our products not listing as a supported device. After speaking directly with members of your support team, we would like to formally request the following:

   1. Listing as a Supported Third‑Party Paging Device.
   2. Integration & Compatibility: We kindly ask for your support in validating interoperability between RingCentral’s SIP platform and the TOA IP-A1SC15 speaker.

   Customer demand for RingCentral + TOA speaker for paging continues to grow rapidly.
   Official compatibility would reduce support friction and enhance the overall end‑user experience.
   This collaboration would serve as a strong marketing highlight for both companies.

   We deeply appreciate the strong reputation RingCentral has built in the cloud communications space, and we believe this integration will serve both our organizations as well as our many shared customers.

   Please let us know the next steps required on our end if any. Thank you very much for your time.

   Warm regards,
   TOA Electronics Inc.
   cc: andresh@toaelectronics.com

   Dear RingCentral Team,
   I hope you are doing well.
   I am reaching out on behalf of TOA Electronics regarding our network-based IP speaker, the TOA IP-A1SC15. We have a growing number of mutual customers who are actively using RingCentral’s hosted phone system and have expressed a strong need for seamless integration between RingCentral and our IP-A1 series paging products. https://www.toaelectronics.com/en-us/products/ip-audio/ipa1series

   Over the past months, we have observed that several customers are unable to complete SIP registration due to our products not listing as a supported device. After speaking directly with members of your support team, we would like to formally… more

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3. Feature Request: Time Zone Configuration for RingCX

   Current Behavior
   As confirmed via RingCX T3, eW Analytics reporting derives its time zone exclusively from the account-level setting. There is currently no option to override or adjust the time zone on demand.

   Problem / Limitation
   This model does not support organizations operating across multiple geographic regions. When queues span different time zones, both real-time call handling and historical reporting become misaligned with local operating hours, SLA measurements, and staffing analysis.

   Requested Enhancement
   Introduce the ability to define time zones at a more granular level, specifically:

   Per Queue

   Call Handling Logic

   Historical Reporting (eW Analytics)

   Each queue should be able to operate and report in its assigned local time zone, independent of the account-level default.

   Business Impact / Use Case

   Multi-region contact centers with centralized RingCX accounts

   Accurate SLA tracking and performance reporting by region

   Improved workforce management, scheduling, and compliance

   Reduced need for manual time conversions and post-report adjustments

   Expected Outcome

   Queues operate according to their configured local time zone

   Historical and real-time analytics reflect correct regional timestamps

   Account-level time zone remains as a default, not a hard constraint

   Priority
   Medium–High for enterprises and globally distributed contact centers.

   Current Behavior
   As confirmed via RingCX T3, eW Analytics reporting derives its time zone exclusively from the account-level setting. There is currently no option to override or adjust the time zone on demand.

   Problem / Limitation
   This model does not support organizations operating across multiple geographic regions. When queues span different time zones, both real-time call handling and historical reporting become misaligned with local operating hours, SLA measurements, and staffing analysis.

   Requested Enhancement
   Introduce the ability to define time zones at a more granular level, specifically:

   Per Queue

   Call Handling Logic

   Historical Reporting (eW Analytics)

   Each queue should be able… more

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4. "Defer" option for Digital Interactions in RingCX CRM integrations

   My client would like the 'defer' option (which is available in RingCX Agent) to be available in our CX CRM integrations as well.

   The purpose is that they frequently would prefer to 'schedule' an outbound digital interaction for later in the day versus compose and send the digital interaction in the moment. Their current system (integrated into Salesforce) allows for 'deferring' or 'scheduling' an SMS to be sent out at a specificed time.

   The justification would be for 'parity' with our RingCX Agent experience which does offer 'defer' option today

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5. RCX | API for Call Recording Retrieval

   Description
   • API in RingCX that allows programmatic access to call recordings, equivalent to APIs available in other RingCentral platforms.

   • The API should enable customers to retrieve call recordings and related metadata for integration with external systems.

   Requested Capability

   API endpoints to:

   • List available call recordings

   • Retrieve call recording metadata (Call ID, agent, queue, date/time, duration)

   • Securely download call recording files

   Business Value / Use Case

   • Enables integration with QA, compliance, analytics, and archival systems

   • Supports automated auditing and monitoring workflows

   • Reduces manual effort for supervisors and administrators

   • Provides feature parity with existing RingCentral APIs

   Current Limitation
   • RingCX does not currently expose an API for retrieving call recordings.

   Description
   • API in RingCX that allows programmatic access to call recordings, equivalent to APIs available in other RingCentral platforms.

   • The API should enable customers to retrieve call recordings and related metadata for integration with external systems.

   Requested Capability

   API endpoints to:

   • List available call recordings

   • Retrieve call recording metadata (Call ID, agent, queue, date/time, duration)

   • Securely download call recording files

   Business Value / Use Case

   • Enables integration with QA, compliance, analytics, and archival systems

   • Supports automated auditing and monitoring workflows

   • Reduces manual effort for supervisors and administrators

   • Provides feature parity with… more

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6. Feature Request: RingCX | API for Microsoft Company Directory Integration

   Description

   • Requesting the ability to integrate their Microsoft Company Address Book (Azure AD / Microsoft 365 Directory) with RingCX.

   They would like RingCX to consume directory data via API so agents can access corporate contacts directly within the platform.

   Requested Capability

   • API-based integration between RingCX and Microsoft Company Directory

   • Sync or query users and contacts from Microsoft 365 / Azure AD

   • Make company directory contacts searchable and usable within RingCX (e.g., dialing, identification)

   Business Value / Use Case

   • Improves agent efficiency by eliminating the need to manually maintain contacts

   • Ensures a single source of truth for corporate directory data

   • Reduces operational overhead and data inconsistency

   • Enhances enterprise adoption for Microsoft-centric environments

   Current Limitation
   • RingCX does not currently provide a native API or connector to integrate with Microsoft Company Directory.

   Description

   • Requesting the ability to integrate their Microsoft Company Address Book (Azure AD / Microsoft 365 Directory) with RingCX.

   They would like RingCX to consume directory data via API so agents can access corporate contacts directly within the platform.

   Requested Capability

   • API-based integration between RingCX and Microsoft Company Directory

   • Sync or query users and contacts from Microsoft 365 / Azure AD

   • Make company directory contacts searchable and usable within RingCX (e.g., dialing, identification)

   Business Value / Use Case

   • Improves agent efficiency by eliminating the need to manually maintain contacts

   • Ensures a single source of… more

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7. Enhance Dynamics 365 CIF Search API to Support Full Entity Search

   RingCentral CIF for Dynamics 365 only searches the Regarding field using these endpoints:

   /api/data/v9.0/accounts

   /api/data/v9.0/contacts

   /api/data/v9.0/leads

   /api/data/v9.0/opportunities

   /api/data/v9.0/incidents

   That means searches are limited to just the name or title fields, which is pretty restrictive.

   Request
   
   Switch to using the Dynamics 365 Search API endpoints:

   /api/search/v1.0/suggest

   /api/search/v1.0/query

   These endpoints allow searches across all fields that Dynamics administrators have marked as searchable, including any custom fields customers add.

   Why this matters

   Users can find records based on any searchable field, not just name/title.

   A single API call can return Accounts, Leads, Contacts, Opportunities, and Incidents.

   Custom fields are fully supported, so organizations with tailored Dynamics setups aren’t left out.

   Search scope is still controlled by Dynamics admins, so governance and compliance are respected.

   Overall, this makes the CIF much more useful and saves time for teams working in Dynamics every day.

   RingCentral CIF for Dynamics 365 only searches the Regarding field using these endpoints:

   /api/data/v9.0/accounts

   /api/data/v9.0/contacts

   /api/data/v9.0/leads

   /api/data/v9.0/opportunities

   /api/data/v9.0/incidents

   That means searches are limited to just the name or title fields, which is pretty restrictive.

   Request
   
   Switch to using the Dynamics 365 Search API endpoints:

   /api/search/v1.0/suggest

   /api/search/v1.0/query

   These endpoints allow searches across all fields that Dynamics administrators have marked as searchable, including any custom fields customers add.

   Why this matters

   Users can find records based on any searchable field, not just name/title.

   A single API call can return Accounts, Leads, Contacts, Opportunities, and Incidents.

   Custom fields are fully supported, so organizations… more

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8. Feature Enhancement Request: Reduce AI Disposition Display Delay in Disposition Window

   Hello RingCX Product Team,

   We would like to raise a feature enhancement request related to AI-generated dispositions and their availability in the disposition window.

   Our agents are experiencing a consistent delay of approximately 5–15 seconds before the AI-generated disposition is displayed after a call ends. This delay has been reported by multiple agents and is impacting post-call workflow efficiency.

   Agents have also observed a clear correlation between call duration and processing time:

   Shorter conversations tend to populate dispositions more quickly

   Longer calls take noticeably longer for the AI to process and display the disposition

   This creates friction during after-call work, as agents must either wait idly for the disposition to appear or proceed without it, increasing handling time and frustration.

   At this time, this behavior appears to be a platform limitation, as there is no way to:

   Surface a “processing” indicator with estimated readiness, or

   Improve responsiveness for longer conversations, or

   Allow agents to proceed while the AI disposition finalizes asynchronously

   Feature enhancement request:
   We are requesting consideration for improvements such as:

   Reduced latency for AI disposition generation, particularly for longer calls

   A visible status indicator (e.g., “AI disposition processing…”)

   The ability for AI dispositions to update asynchronously without blocking agent workflow

   Improving this experience would reduce after-call delays, improve agent satisfaction, and support more efficient call handling at scale.

   Hello RingCX Product Team,

   We would like to raise a feature enhancement request related to AI-generated dispositions and their availability in the disposition window.

   Our agents are experiencing a consistent delay of approximately 5–15 seconds before the AI-generated disposition is displayed after a call ends. This delay has been reported by multiple agents and is impacting post-call workflow efficiency.

   Agents have also observed a clear correlation between call duration and processing time:

   Shorter conversations tend to populate dispositions more quickly

   Longer calls take noticeably longer for the AI to process and display the disposition

   This creates friction during after-call work,… more

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9. Feature Request: Customizable Callback Setup Confirmation Message in RingCX

   Hello RingCX Product Team,

   We are currently using the callback feature for our patient call flows and have identified a usability issue that is impacting completion rates.

   Our reporting shows that approximately 7% of callers fail to complete the callback setup process. After reviewing call recordings, we believe this is due to the confirmation message played during callback setup, which can reasonably lead callers to think the process is complete and hang up prematurely.

   The current message played is:

   “Thank you for using our callback service. We will maintain your place in queue and return your call as soon as an agent becomes available.”

   At this point, the callback setup has not yet fully completed, but the wording strongly implies that it has. As a result, some callers hang up before the system finishes registering the callback, causing the callback to fail.

   At present, this appears to be a feature limitation, as there is no option to:

   Customize this message, or

   Use a different default message that explicitly instructs callers to remain on the line until setup is complete.

   Feature request:
   We are requesting the ability to either:

   Configure a custom callback confirmation message, or

   Update the default system message to clearly indicate that the caller should stay on the line until the setup process is finished (e.g., “Please remain on the line until your callback is fully confirmed”).

   This change would significantly reduce callback failures, improve patient experience, and reduce repeat inbound calls caused by unsuccessful callback registrations.

   Thank you for considering this request. We are happy to provide call samples or additional data if helpful.

   Hello RingCX Product Team,

   We are currently using the callback feature for our patient call flows and have identified a usability issue that is impacting completion rates.

   Our reporting shows that approximately 7% of callers fail to complete the callback setup process. After reviewing call recordings, we believe this is due to the confirmation message played during callback setup, which can reasonably lead callers to think the process is complete and hang up prematurely.

   The current message played is:

   “Thank you for using our callback service. We will maintain your place in queue and return your call as soon as… more

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10. Need the ability to completely disable site to site calling.
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11. RingCX Digital Emails and RT Dashboards

    Real-Time digital only provides UII numbers for emails that are currently in queue and there is currently no way to search the system by UII numbers to see the contents of currently queued emails. In order to see the actual emails, we have to view them in "All Messages". We regularly have auto replies, spam emails, etc. that do not require a response. Because we have no way to transfer them to the junk, spam or deleted folders/mailboxes, we either ignore them or reply to the message. When we ignore the messages, the queued totals in Real-time digital remain the same. When we reply to the messages, we change the to address to spam@company.com, send the reply then solve the emails. When doing it this way, the queued totals in Real-Time digital still do not change. We have tried refreshing and we have even deleted some of the emails in Outlook on our end but the totals remain the same. It seems like the only time the totals Real-Time digital change is when routed emails are solved.

    We, unfortunately, have to have auto routing and All Messages on at this time because this is the only way that we know of to view email content in the system. If emails are solved in all messages, can the totals in Real-Time digital reflect this accurately?

    Real-Time digital only provides UII numbers for emails that are currently in queue and there is currently no way to search the system by UII numbers to see the contents of currently queued emails. In order to see the actual emails, we have to view them in "All Messages". We regularly have auto replies, spam emails, etc. that do not require a response. Because we have no way to transfer them to the junk, spam or deleted folders/mailboxes, we either ignore them or reply to the message. When we ignore the messages, the queued totals in Real-time digital remain the… more

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12. say contact name before dialing on auto dialer

    Verbally say a lead's name before auto-dialing. Useful for reps that walk around and are not always looking at their screen.

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13. Allow to Map Dispositions to the Call Outcome field in RingCX for Hubspot

    We would like to be able to map dispositions to the call Outcome field in RingCX for Hubspot

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14. UI/UX Alignment: REX Supervisor Interface Parity with RCX

    Aligning the REX interface with the RCX layout is essential for operational consistency. Having a uniform design minimizes the learning curve for supervisors and reduces navigation errors when switching between platforms.

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15. Consolidation of REX and RCX Analytics

    Currently, data is fragmented across two platforms, creating a disconnected view of agent performance. Consolidating these reports is essential to ensure a single source, eliminate manual data reconciliation, and provide leadership with a holistic view of inbound/outbound calling productivity.

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16. importing work flow from one ringcentral account to another

    The customer requested that there must be an option to copy the template from his existing workflow from one RingCentral account to another. So they could save more time when creating a workflow.

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17. RingCX and SAP CRM Integration

    Looking to have RingCX and the SAP CRM to be integrated as requested by a customer.

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18. RingCX Default as outbound caller ID

    It would be helpful and beneficial if we didn't need to select the RingCX Default as the mycaller ID every time when using the RC App. This feature is working as expected when using the RingCentral web.

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19. Allow extension dialing within RingCX SPOG

    Currently within RingCX SPOG, once you start your session and go to the dial pad and enter an extension in the dial pad with "RingCX Default" set as your caller ID, and then press enter and select the option "Dial" or press "Enter" on your keyboard, it will prompt an error "The number is invalid, please check it carefully and try again"

    When you have a session started but select a RingEX caller ID, you can type the extension and then hit "Enter" or "Dial" and it will connect.

    What we want is the ability to dial a RingEX extension from RingCX and press enter or dial to allow the call to connect like it would from REX --> REX rather than seeing the prompted error.
    Current logic shows that it has to be a 10 digit number or a valid SIP

    Currently within RingCX SPOG, once you start your session and go to the dial pad and enter an extension in the dial pad with "RingCX Default" set as your caller ID, and then press enter and select the option "Dial" or press "Enter" on your keyboard, it will prompt an error "The number is invalid, please check it carefully and try again"

    When you have a session started but select a RingEX caller ID, you can type the extension and then hit "Enter" or "Dial" and it will connect.

    What we want is the ability to dial a RingEX extension… more

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20. Retrieve deleted RingCX Custom Report

    Implement a deleted folder or archive system when removing custom reports from the Historical Reports/Dashboard in RingCX Analytics.

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