1491 results found

1. CEB to RingCX Migration Path

   CEB is a great place to start, but as business evolves, there is a need to be able to migrate seamlessly and efficiently to a full CX platform like RingCX.

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2. MSFT Teams + RCX Integration

   An integration into MSFT Teams for RCX as a contact center

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3. AI Onboarding to build Workflow and Call queues

   Build an overlay tool to allow simplification of configuration and serviceability by adding AI Onboarding to build faster and easier Workflows and Call queues while answering question for administrators (answer how to do this..)

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4. Dark mode RingCX web version

   Customer would want dark mode feature in RIngCX web for better visibility purpose

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5. Forward to an External Number alternately every week

   The customer wanted to have an option to forward the call directly to an external number and an option to do it alternately

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6. User-Level Call Routing Visibility

   We would like to request the ability for individual users to view the complete routing path of their own calls.

   Currently, it is possible to grant access through a custom role; however, doing so provides visibility into all company calls and their routing details, which is more access than most users require.

   The requested enhancement would allow users to see only their own calls and the full call-routing history associated with those calls. This would help users better understand how calls were handled, transferred, routed through queues, or ultimately reached their extension, without exposing call data from other users or departments.

   This functionality would improve transparency, reduce administrative inquiries, and provide users with the information they need while maintaining appropriate privacy and access controls.

   We would like to request the ability for individual users to view the complete routing path of their own calls.

   Currently, it is possible to grant access through a custom role; however, doing so provides visibility into all company calls and their routing details, which is more access than most users require.

   The requested enhancement would allow users to see only their own calls and the full call-routing history associated with those calls. This would help users better understand how calls were handled, transferred, routed through queues, or ultimately reached their extension, without exposing call data from other users or… more

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7. Specific ringtone indicating the call is from the customer and not from a colleague

   A call is received by an employee. He transfers that call to another colleague. He wants that colleague to kow via a specific ringtone the call is from the customer not from the colleague and give the right opening spiel

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8. Feature Enhancement Request: Agent Role Permission for Shared Real-Time Dashboard Access

   Feature Enhancement Request: Agent Role Permission for Shared Real-Time Dashboard Access
   Feature Request

   Introduce a new role-based permission that allows Agents to access Shared Real-Time Dashboards without granting them additional administrative or supervisor privileges.

   Business Need

   Currently, access to Shared Real-Time Dashboards is limited based on existing role permissions. Many organizations would benefit from allowing agents to view shared dashboards that display live operational metrics while maintaining restricted access to administrative functions.

   This feature would improve transparency and enable agents to monitor queue performance, service levels, and other key metrics that help them manage their workload more effectively.

   Proposed Enhancement

   Add a dedicated role permission such as:

   • Permission: View Shared Real-Time Dashboards

   This permission should:

   • Be assignable independently of Supervisor or Administrator roles.

   • Allow users with the Agent role to view only Shared Real-Time Dashboards that have been explicitly shared with them.

   • Prevent agents from creating, editing, deleting, or sharing dashboards.

   • Restrict access to dashboard management settings and other administrative functions.

   Benefits

   • Improves operational visibility for agents.

   • Enables organizations to share live performance metrics securely.

   • Maintains the principle of least privilege through granular role-based access control.

   • Reduces the need to assign elevated permissions solely for dashboard visibility.

   • Supports contact centers that want agents to monitor real-time KPIs without exposing sensitive administrative capabilities.

   Expected Outcome

   • Administrators can grant selected agents read-only access to Shared Real-Time Dashboards through a dedicated permission, allowing agents to view relevant live operational data while preserving existing security and administrative controls.

   Feature Enhancement Request: Agent Role Permission for Shared Real-Time Dashboard Access
   Feature Request

   Introduce a new role-based permission that allows Agents to access Shared Real-Time Dashboards without granting them additional administrative or supervisor privileges.

   Business Need

   Currently, access to Shared Real-Time Dashboards is limited based on existing role permissions. Many organizations would benefit from allowing agents to view shared dashboards that display live operational metrics while maintaining restricted access to administrative functions.

   This feature would improve transparency and enable agents to monitor queue performance, service levels, and other key metrics that help them manage their workload more effectively.

   Proposed Enhancement

   … more

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9. local SuperAdmin

   The ability to have a FallBack local SuperAdmin account to get into our account when an SSO authentication issue occurs .
   We experienced this today when our SAML Cert expired, if we'd had a Local Account we could have resolved this in minutes, but also our TAM couldn't enable a local Account without resetting all users passwords which of course was a no-no.

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10. Option to Sync Holiday Hours for RingCX and RingEX

    Description:

    We would like to request the ability to synchronize holiday hours between RingCX and RingEX.

    Currently, holiday schedules must be configured and maintained separately in each platform. This requires duplicate administrative effort and increases the risk of inconsistencies if updates are made in one system but not the other.

    A synchronization option would allow administrators to configure holiday hours once and have those settings automatically applied to both RingCX and RingEX. Ideally, this feature would include:

    Automatic synchronization of holiday schedules between RingCX and RingEX.
    The ability to choose one platform as the source of truth.
    Manual sync and scheduled sync options.
    Notifications or alerts if synchronization fails or conflicts are detected.
    The ability to exclude specific holidays or schedules when necessary.

    Business Benefits:

    Reduces administrative overhead.
    Eliminates duplicate configuration efforts.
    Ensures consistent holiday routing and business hours across both platforms.
    Minimizes the risk of configuration errors.
    Improves operational efficiency and simplifies ongoing maintenance.

    This enhancement would provide a more seamless administration experience for organizations using both RingCX and RingEX.

    Description:

    We would like to request the ability to synchronize holiday hours between RingCX and RingEX.

    Currently, holiday schedules must be configured and maintained separately in each platform. This requires duplicate administrative effort and increases the risk of inconsistencies if updates are made in one system but not the other.

    A synchronization option would allow administrators to configure holiday hours once and have those settings automatically applied to both RingCX and RingEX. Ideally, this feature would include:

    Automatic synchronization of holiday schedules between RingCX and RingEX.
    The ability to choose one platform as the source of truth.
    Manual sync and… more

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11. Edit Screen Name for Identities

    After locking an identity, it would be advantageous to be able to edit the "Screen Name".

    As of right now, "Screen name" is treated as an external identity value according to the channel.

    This is posing an issue where the identity an interaction defaults to gets updated with a different name, therefore changing the name on the interaction multiple times. To prevent the identity from being updated, we can lock it. But then, there is no way to change the "Screen name" of the identity that it was most recently updated with.

    We propose that this field be editable, especially after an identity gets locked.

    After locking an identity, it would be advantageous to be able to edit the "Screen Name".

    As of right now, "Screen name" is treated as an external identity value according to the channel.

    This is posing an issue where the identity an interaction defaults to gets updated with a different name, therefore changing the name on the interaction multiple times. To prevent the identity from being updated, we can lock it. But then, there is no way to change the "Screen name" of the identity that it was most recently updated with.

    We propose that this field be editable, especially… more

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12. CX Agents is on the line and another EX call comes in

    Current scenario:
    An agent is currently on a call via CX.
    Another call comes in via EX.
    This call is routed to the agent as a duplicate call.

    At present, agent roles allow EX calls to be forwarded to voicemail.
    I consider this to be very impractical and inadequate.

    The following solution would be the best option and is strongly requested by my client:

    An agent is currently on a call regarding CX.
    Another call regarding EX comes in.
    The second call should be detected and forwarded to the forwarding destination set up on the extension.
    It should be possible to select the forwarding destination in the extension’s settings. If it is voicemail, then to voicemail.
    If it is another queue, then to that queue.
    Voicemail alone is not sufficient.

    Current scenario:
    An agent is currently on a call via CX.
    Another call comes in via EX.
    This call is routed to the agent as a duplicate call.

    At present, agent roles allow EX calls to be forwarded to voicemail.
    I consider this to be very impractical and inadequate.

    The following solution would be the best option and is strongly requested by my client:

    An agent is currently on a call regarding CX.
    Another call regarding EX comes in.
    The second call should be detected and forwarded to the forwarding destination set up on the extension.
    It should be possible… more

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13. Enhanced Email Suppression Management Controls and Visibility

    Description:
    Currently, email suppression is managed automatically based on real-time feedback from recipient mail systems. While this helps maintain sender reputation and deliverability, administrators have limited visibility and control over suppressed recipients.

    We would like to request enhanced suppression management capabilities, including:
    *Ability to disable or override suppression for specific recipients or campaigns.
    *Configurable suppression policies based on business requirements.
    *Automated notifications when recipients are added to the suppression list.
    *Scheduled suppression list reviews and reporting.
    *Self-service tools to view, manage, and remove suppressed recipients.
    *Greater visibility into the specific reason and source of suppression.

    Business Impact:
    Organizations may experience missed communications to valid recipients when addresses are automatically suppressed without proactive notification or easy administrative controls. Enhanced suppression management would improve operational efficiency, reduce support overhead, and provide administrators with better visibility and control over critical email communications.

    Use Case:
    Administrators need the ability to identify, review, and manage suppressed recipients before business-critical communications are impacted. Increased transparency and self-service controls would help organizations maintain communication continuity while still supporting email deliverability best practices.

    Description:
    Currently, email suppression is managed automatically based on real-time feedback from recipient mail systems. While this helps maintain sender reputation and deliverability, administrators have limited visibility and control over suppressed recipients.

    We would like to request enhanced suppression management capabilities, including:
    *Ability to disable or override suppression for specific recipients or campaigns.
    *Configurable suppression policies based on business requirements.
    *Automated notifications when recipients are added to the suppression list.
    *Scheduled suppression list reviews and reporting.
    *Self-service tools to view, manage, and remove suppressed recipients.
    *Greater visibility into the specific reason and source of suppression.

    Business Impact:
    Organizations may experience… more

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14. Enhanced Email Suppression Management Controls and Visibility

    Currently, email suppression is managed automatically based on real-time feedback from recipient mail systems. While this helps maintain sender reputation and deliverability, administrators have limited visibility and control over suppressed recipients.

    We would like to request enhanced suppression management capabilities, including:
    *Ability to disable or override suppression for specific recipients or campaigns.
    *Configurable suppression policies based on business requirements.
    *Automated notifications when recipients are added to the suppression list.
    *Scheduled suppression list reviews and reporting.
    *Self-service tools to view, manage, and remove suppressed recipients.
    *Greater visibility into the specific reason and source of suppression.

    Business Impact:
    Organizations may experience missed communications to valid recipients when addresses are automatically suppressed without proactive notification or easy administrative controls. Enhanced suppression management would improve operational efficiency, reduce support overhead, and provide administrators with better visibility and control over critical email communications.

    Use Case:
    Administrators need the ability to identify, review, and manage suppressed recipients before business-critical communications are impacted. Increased transparency and self-service controls would help organizations maintain communication continuity while still supporting email deliverability best practices.

    Currently, email suppression is managed automatically based on real-time feedback from recipient mail systems. While this helps maintain sender reputation and deliverability, administrators have limited visibility and control over suppressed recipients.

    We would like to request enhanced suppression management capabilities, including:
    *Ability to disable or override suppression for specific recipients or campaigns.
    *Configurable suppression policies based on business requirements.
    *Automated notifications when recipients are added to the suppression list.
    *Scheduled suppression list reviews and reporting.
    *Self-service tools to view, manage, and remove suppressed recipients.
    *Greater visibility into the specific reason and source of suppression.

    Business Impact:
    Organizations may experience missed… more

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15. RingCX Feature Request: Granular RBAC / Audio Library Admin Role

    RingCX Feature Request: Granular RBAC / Audio Library Admin Role
    Executive Summary: RingCX currently lacks granular admin roles, forcing organizations to grant full administrative access even if a user only needs to manage audio prompts. This request is to introduce a Custom Admin Role framework allowing Super Admins to restrict visibility and access to specific sub-settings (e.g., granting access only to the Audio Library).

    🛠️ Functional Requirements
    Permission Matrix: A toggle panel (View / Edit / Hidden) for individual sections in RingCX Admin Settings:

    Audio Library (High Priority)

    Queues & Skill Management

    Admin & Agent Provisioning

    Campaigns & Scripting

    UI Masking: Restricted admins will only see their permitted tabs in the sidebar; all other configuration settings will be completely hidden or grayed out.

    Audit Trail: Actions taken by custom roles must be uniquely tracked in the RingCX change logs.

    💼 Business Value
    Security & Compliance: Enforces the principle of least privilege.

    Risk Mitigation: Prevents specialized users (like floor managers updating IVR greetings) from accidentally modifying live routing scripts or queues.

    RingCX Feature Request: Granular RBAC / Audio Library Admin Role
    Executive Summary: RingCX currently lacks granular admin roles, forcing organizations to grant full administrative access even if a user only needs to manage audio prompts. This request is to introduce a Custom Admin Role framework allowing Super Admins to restrict visibility and access to specific sub-settings (e.g., granting access only to the Audio Library).

    🛠️ Functional Requirements
    Permission Matrix: A toggle panel (View / Edit / Hidden) for individual sections in RingCX Admin Settings:

    Audio Library (High Priority)

    Queues & Skill Management

    Admin & Agent Provisioning

    Campaigns & Scripting

    UI… more

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16. Email notification once mobile app user adds (manual not ai) task or note to a phone call

    Email notification once mobile app user adds (manual not ai) task or note to a phone call so online users can get notified and see right away when something has been posted on app

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17. Ability to hide or disable RingCX/SPOG within the application

    The customer does not want users to access or connect to the Agent icon or SPOG when they are logged into their RingCentral application. However, some users are still attempting to connect to SPOG/RingCX through the Agent icon.

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18. Allow Use of RingEX User DID as Manual Outbound Caller ID in RingCX

    Overview:
    Requesting enhancement in RingCX to allow agents to use their assigned RingEX (RCX-integrated) Direct Inward Dial (DID) numbers as selectable options for manual outbound caller ID within the RingCX dialer.

    Current Behavior:
    At present, manual outbound calls in RingCX do not consistently provide the option to select the agent’s RingEX DID as the caller ID. This requires additional configuration or limits flexibility for agents who need to present their direct number when initiating outbound calls.

    Proposed Enhancement:
    Introduce a feature that automatically syncs or makes available the user’s RingEX DID as a selectable outbound caller ID option within the RingCX manual dialer interface. This can be implemented as:

    A default option tied to the agent profile, or
    A selectable dropdown option during manual dialing

    Business Impact:

    Improves agent efficiency by reducing the need for manual configuration
    Ensures consistent and accurate caller ID presentation
    Enhances customer experience by displaying recognizable direct numbers
    Supports better call traceability and callback handling

    Use Case:
    Agents handling outbound communications via RingCX require the ability to present their direct DID (assigned in RingEX) so customers can return calls directly to the same agent or extension.

    Overview:
    Requesting enhancement in RingCX to allow agents to use their assigned RingEX (RCX-integrated) Direct Inward Dial (DID) numbers as selectable options for manual outbound caller ID within the RingCX dialer.

    Current Behavior:
    At present, manual outbound calls in RingCX do not consistently provide the option to select the agent’s RingEX DID as the caller ID. This requires additional configuration or limits flexibility for agents who need to present their direct number when initiating outbound calls.

    Proposed Enhancement:
    Introduce a feature that automatically syncs or makes available the user’s RingEX DID as a selectable outbound caller ID option within the… more

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19. RingCX Feature Request: Agent Notification for Call Monitoring/Barging

    RingCX Feature Request: Agent Notification for Call Monitoring/Barging
    Description / Summary
    Provide a visual or audible notification to RingCX agents when another user or a member of their alert/monitoring group begins monitoring or barging into their active call.

    Current Behavior
    Currently, when an alert group is established allowing agents to monitor each other's live interactions, there is no real-time indicator or alert displayed on the screen of the agent being monitored. The system begins monitoring silently.

    Requested Enhancement
    Introduce a clear, configurable notification setting within RingCX. When an active call is being monitored by another team member or supervisor:

    Visual Cue: A toast message, status banner, or visual indicator (e.g., an icon changing color or a "Monitored" flag) appears on the agent's active call interface.

    Optional Audible Tone: A discrete, brief tone played to the agent when the whisper/monitoring session initiates.

    Admin Controls: The ability for administrators to toggle this notification on or off globally or per user group based on organizational privacy and training requirements.

    Business Justification & Use Case
    Agent Awareness & Transparency: In collaborative environments where peer-to-peer or supervisor-to-peer monitoring is utilized for coaching, agents need to know when someone is listening in so they can prepare for potential coaching feedback or a call barge-in.

    Compliance and Privacy: Some organizations require full transparency regarding who is participating in or auditing a live interaction to align with internal compliance policies and employee privacy expectations.

    Improved Collaboration: It avoids catching the agent off-guard, ensuring a smoother transition if the monitoring agent needs to whisper or barge in to assist with a difficult customer.

    RingCX Feature Request: Agent Notification for Call Monitoring/Barging
    Description / Summary
    Provide a visual or audible notification to RingCX agents when another user or a member of their alert/monitoring group begins monitoring or barging into their active call.

    Current Behavior
    Currently, when an alert group is established allowing agents to monitor each other's live interactions, there is no real-time indicator or alert displayed on the screen of the agent being monitored. The system begins monitoring silently.

    Requested Enhancement
    Introduce a clear, configurable notification setting within RingCX. When an active call is being monitored by another team member or supervisor:

    Visual… more

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20. Outbound Call Notes

    It would be nice for manual outbound calls is the notes box will be available for agents to use. Since some agents use RingCX for taking notes as opposed to physical paper or other digital notebooks, having the ability to take notes within RingCX for outbound calls (just as they would be able to for inbound calls), would be great.

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