1575 results found

1. Ringcx Supervisor ability to assign queue to agents

   Ability for a supervisor to assign queue to agents and update their session.

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2. Reduce RingCX Live Transcription Delay

   RingCX live transcription currently has an estimated 2–3 second delay compared to RingEX. In RingEX, the conversation appears almost immediately as the agent and customer are speaking, while RingCX takes a few seconds for the transcript to appear.

   It would be helpful to reduce the transcription latency in RingCX and provide a more real-time transcription experience similar to RingEX.

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3. Remove or disable the Callbacks and Scripts tabs using the SPOG Application

   Remove or disable the Callbacks and Scripts tabs using the SPOG Application

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4. Disable Cold Transfer Functionality in RingCX

   Feature Request Title:
   Disable Cold Transfer Functionality in RingCX

   Feature Type:
   Enhancement Request

   Business Need:
   Customers would like the ability to disable the Cold Transfer option in RingCX to ensure agents follow established call-handling procedures. In many contact center environments, agents are required to complete a warm transfer process to provide proper context to the receiving party before transferring a caller. The current availability of the Cold Transfer option may lead to inconsistent customer experiences, insufficient handoff information, and reduced quality assurance compliance.

   Requested Enhancement:
   Provide an administrative setting within RingCX that allows administrators to:

   Disable the Cold Transfer option at the account level.
   Disable the Cold Transfer option for specific queues, teams, or agent groups.
   Disable the Cold Transfer option based on agent roles and permissions.
   Allow only Warm Transfers while preventing agents from performing Cold Transfers.
   Configure transfer permissions through existing security profiles or role-based access controls.

   Expected Benefits:

   Improves customer experience by ensuring proper call handoff procedures.
   Reduces the likelihood of customers being transferred without context.
   Enhances quality assurance and compliance with internal call-handling policies.
   Minimizes call abandonment and customer frustration during transfers.
   Gives administrators greater control over agent transfer capabilities.

   Use Case Example: A customer service organization requires agents to brief the receiving department before transferring a caller. To enforce this process, the organization wants the ability to remove or disable the Cold Transfer button from the agent interface, ensuring that all transfers are performed as Warm Transfers.

   Current Limitation: RingCX currently allows agents to perform Cold Transfers, and there is no administrative setting available to disable this functionality or restrict it based on user permissions.

   Requested Outcome: Introduce a configurable option that enables administrators to disable Cold Transfers and enforce Warm Transfer workflows across their RingCX environment.

   Feature Request Title:
   Disable Cold Transfer Functionality in RingCX

   Feature Type:
   Enhancement Request

   Business Need:
   Customers would like the ability to disable the Cold Transfer option in RingCX to ensure agents follow established call-handling procedures. In many contact center environments, agents are required to complete a warm transfer process to provide proper context to the receiving party before transferring a caller. The current availability of the Cold Transfer option may lead to inconsistent customer experiences, insufficient handoff information, and reduced quality assurance compliance.

   Requested Enhancement:
   Provide an administrative setting within RingCX that allows administrators to:

   Disable the Cold Transfer option… more

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5. Ability to change default selection when transferring calls

   At the moment, when we select the transfer button, the default selection is the phone book. We would like to change this to the Corporate Directory. This also includes the "Stay on call" option being selected by default. This should follow the last selected option instead of being enabled every time.

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6. Searchable Call Dispositions

   Issue:
   After completing a call in the RingCentral app, agents are currently unable to search for relevant call dispositions. Agents must manually browse through the available disposition options, which makes it difficult to quickly locate the appropriate disposition.

   Business Impact:
   This search functionality was previously available in RingCX and is an important part of our post-call resolution workflow. The inability to search dispositions creates additional operational friction, increases agent handling time, and may negatively impact the accuracy and consistency of call disposition reporting.

   Requested Enhancement:
   We request that the Product team review this limitation and consider restoring searchable call disposition functionality within the RingCentral app.

   Ideally, agents should be able to enter keywords or partial disposition names into a search field and quickly locate the appropriate disposition after completing a call.

   Issue:
   After completing a call in the RingCentral app, agents are currently unable to search for relevant call dispositions. Agents must manually browse through the available disposition options, which makes it difficult to quickly locate the appropriate disposition.

   Business Impact:
   This search functionality was previously available in RingCX and is an important part of our post-call resolution workflow. The inability to search dispositions creates additional operational friction, increases agent handling time, and may negatively impact the accuracy and consistency of call disposition reporting.

   Requested Enhancement:
   We request that the Product team review this limitation and consider restoring searchable call disposition… more

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7. Feature Request: Improve Error Handling for RCX Agent Profiles with Deleted/Unreachable REX Users

   eature Request: Improve Error Handling for RCX Agent Profiles with Deleted/Unreachable REX Users

   Product: RingCX (RCX)
   Category: Feature Enhancement / Usability
   Suggested Priority: Medium

   Issue / Customer Impact:
   When accessing an RCX Agent Profile, the platform may display the generic error message:

   “An internal error has occurred. Please try again.”

   In our investigation, we identified that the RCX Agent Profile was synchronized with a RingEX (REX) user whose extension had already been deleted. However, the error message does not indicate that the issue is related to the associated RingEX user or extension.

   This resulted in additional troubleshooting and investigation time before we were able to identify the actual cause.

   Requested Enhancement:
   Improve the error handling and messaging when an RCX Agent Profile is associated with a RingEX user whose extension is no longer available or whose user account has been deleted.

   Instead of displaying a generic internal error, the platform should provide a clear and actionable message, for example:

   “Unable to load this agent profile because the associated RingEX user or extension is no longer available. Please verify that the RingEX user is still active or connect this agent profile to another available user.”

   Ideally, the system should also provide an option to reconnect the existing agent profile to a new/active RingEX user, rather than requiring the administrator to delete the agent profile and create a new one.

   Expected Benefits:

   Provides administrators with actionable information immediately.
   Reduces unnecessary troubleshooting and escalation time.
   Avoids misleading “internal error” messages when the underlying cause is a configuration/synchronization issue.
   Allows administrators to resolve the issue without recreating the RCX Agent Profile.
   Improves the overall administration experience between RingCX and RingEX.

   Additional Recommendation:
   A clear visual indicator, such as a red error banner within the Agent Profile, could identify that the associated RingEX user/extension is no longer reachable and provide a direct “Reconnect User” or “Change Associated User” action.

   eature Request: Improve Error Handling for RCX Agent Profiles with Deleted/Unreachable REX Users

   Product: RingCX (RCX)
   Category: Feature Enhancement / Usability
   Suggested Priority: Medium

   Issue / Customer Impact:
   When accessing an RCX Agent Profile, the platform may display the generic error message:

   “An internal error has occurred. Please try again.”

   In our investigation, we identified that the RCX Agent Profile was synchronized with a RingEX (REX) user whose extension had already been deleted. However, the error message does not indicate that the issue is related to the associated RingEX user or extension.

   This resulted in additional troubleshooting and investigation time… more

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8. Feature Request: Extend RingCX Historical Queue Data Retention and Reporting Availability

   Extend RingCX Historical Queue Data Retention and Reporting Availability

   Product: RingCX (RCX)

   Severity: High

   Customer: Murfreesboro Medical Clinic

   Background / Customer Request:
   The customer required historical RingCX queue data for the period of June 9, 2025 through June 13, 2025 for reporting and analysis purposes.

   A TASC Consultation Case (31904150) was completed, and TASC successfully created and delivered the customer's requested custom report layout, "sw Queue Report Simplified v1.0 7.2.2026."

   However, when the customer attempted to generate the report for the requested historical period, the report returned minimal to no results. Advanced Support and Tier 3 Engineering reviewed the available backend archives and confirmed that the requested timeframe had exceeded the standard RingCX active data retention period. The historical interaction data had already been permanently purged and could not be recovered.

   Customer Impact:
   Customers may require access to historical RingCX queue and interaction data for periods beyond the current standard retention window for purposes such as:

   Historical reporting and trend analysis
   • Business and operational reviews
   • Compliance and audit requirements
   • Performance comparison across previous periods
   • Customer-specific reporting requirements
   • Investigation of historical contact-center activity

   Once the data exceeds the current retention period, customers have no available mechanism to retrieve the historical RingCX interaction and queue data, even when a valid custom report has already been configured.

   Requested Enhancement:
   • Provide customers with an option to retain and access RingCX historical queue and interaction data beyond the current standard retention period.

   Potential solutions could include:

   1. Extended Data Retention – Allow customers to retain RingCX historical data for configurable periods (e.g., 12, 24, or 36 months).

   2. Historical Data Archive – Automatically archive data beyond the active reporting retention period while maintaining the ability to retrieve it for reporting.

   3. Customer-Configurable Retention – Provide an account-level setting that allows customers to select an extended retention period, potentially as an additional licensed or billable option.

   4. Archived Reporting Access – Allow existing reports and custom report layouts to query archived historical data without requiring the data to remain in active storage.

   Business Value:
   • Extending or archiving historical RingCX data would provide customers with greater flexibility for long-term reporting, operational analysis, audits, and compliance requirements. It would also prevent situations where previously available historical data becomes permanently inaccessible simply because it falls outside the standard retention period.

   Example Use Case:
   • A customer creates a custom queue report and later needs to review queue performance for a period from the previous year. If the requested period has exceeded the standard RingCX retention window, the report currently returns little or no data because the underlying interaction records have been purged.

   Providing an extended retention or archive capability would allow the customer to retrieve the historical data without requiring backend recovery after the retention period has expired.

   Requested Outcome:
   • Introduce an officially supported mechanism for customers to retain, archive, and retrieve RingCX historical queue and interaction data beyond the current standard retention period.

   Extend RingCX Historical Queue Data Retention and Reporting Availability

   Product: RingCX (RCX)

   Severity: High

   Customer: Murfreesboro Medical Clinic

   Background / Customer Request:
   The customer required historical RingCX queue data for the period of June 9, 2025 through June 13, 2025 for reporting and analysis purposes.

   A TASC Consultation Case (31904150) was completed, and TASC successfully created and delivered the customer's requested custom report layout, "sw Queue Report Simplified v1.0 7.2.2026."

   However, when the customer attempted to generate the report for the requested historical period, the report returned minimal to no results. Advanced Support and Tier 3 Engineering reviewed the available… more

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9. RingCX Live Chat to Automatically Check for Available Agents

   RingCX Live Chat to Automatically Check for Available Agents.

   Current behavior:
   1. We have a targeting rule where the chat will only be available when there is at least one agent available.
   2. A website visitor loads the website where the chat widget is found and the visitor came when no agent is available. So the chat is not available or grayed out.
   3. An agent becomes available.
   4. The website visitor still sees the chat as unavailable unless the visitor refreshes the website.

   Please make it so that the website visitor will no longer have to refresh the website to update the chat availability.

   RingCX Live Chat to Automatically Check for Available Agents.

   Current behavior:
   1. We have a targeting rule where the chat will only be available when there is at least one agent available.
   2. A website visitor loads the website where the chat widget is found and the visitor came when no agent is available. So the chat is not available or grayed out.
   3. An agent becomes available.
   4. The website visitor still sees the chat as unavailable unless the visitor refreshes the website.

   Please make it so that the website visitor will no longer have to refresh the website… more

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10. Require Notes for Disposition Needed for Digital Queues

    In a Voice Queue, when the "Other" disposition is selected, there is an option to require agents to enter notes. This setting can be found in the RingCX platform by navigating to:

    Voice Queue Dispositions → Select the "Other" disposition → Edit Voice Queue Disposition

    Within the disposition settings, there is a "Require Note" checkbox that can be enabled to make notes mandatory when agents select that disposition.

    However, when navigating to Digital Queue Dispositions and editing the "Other" disposition, there is no equivalent "Require Note" checkbox available.

    The customer would like to have the same functionality available for Digital Queue Dispositions, allowing administrators to require agents to enter notes when selecting a disposition in a digital queue.

    In a Voice Queue, when the "Other" disposition is selected, there is an option to require agents to enter notes. This setting can be found in the RingCX platform by navigating to:

    Voice Queue Dispositions → Select the "Other" disposition → Edit Voice Queue Disposition

    Within the disposition settings, there is a "Require Note" checkbox that can be enabled to make notes mandatory when agents select that disposition.

    However, when navigating to Digital Queue Dispositions and editing the "Other" disposition, there is no equivalent "Require Note" checkbox available.

    The customer would like to have the same functionality available for Digital… more

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11. Salesforce Partner Telephony Queue Management enablement with RingCX

    The customer would like for Salesforce Partner Telephony Queue Management integration to work with RingCX. The feature is currently not supported by RingCX platform.

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12. Voice Connection for External Number Option Across RingCentral Applications

    Request:
    Add support for the Voice Connection option to External Number on RingCentral Web App, Desktop App.

    Current Limitation:
    The Voice Connection option to External Number is not available on the Web App and Desktop App.

    Requested Enhancement:
    Provide the Voice Connection option to External Number across all supported RingCx applications so users can access and configure this functionality regardless of the platform they are using.

    Business Impact:
    The lack of this option limits users who need to utilize Voice Connection while working through the Web, Desktop, or Mobile application. Providing consistent availability across platforms would improve usability and provide a more consistent user experience.

    Priority:
    Customer-requested feature enhancement.

    Expected Outcome:
    Users should be able to access and use the Voice Connection option from the RingCentral Web App, and Desktop App.

    Attached screenshot of the feature the customer wanted to be implemented on RingCentral Web app and Desktop App

    Request:
    Add support for the Voice Connection option to External Number on RingCentral Web App, Desktop App.

    Current Limitation:
    The Voice Connection option to External Number is not available on the Web App and Desktop App.

    Requested Enhancement:
    Provide the Voice Connection option to External Number across all supported RingCx applications so users can access and configure this functionality regardless of the platform they are using.

    Business Impact:
    The lack of this option limits users who need to utilize Voice Connection while working through the Web, Desktop, or Mobile application. Providing consistent availability across platforms would improve usability and provide… more

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13. Disable TT Accept for Calls from Track Number Routing in RingCX

    Request:
    Provide an option to disable the TT Accept prompt/action when an agent answers calls routed through Track Number Routing.

    Current Behavior:
    When a call is received through Track Number Routing, the agent is required to use TT Accept to accept the call.

    Requested Behavior:
    Allow administrators to disable the TT Accept requirement for calls originating from Track Number Routing. When disabled, the call should be automatically accepted once the agent answers, without requiring an additional TT Accept action.

    Business Rationale:
    This would simplify the call-answering workflow and reduce unnecessary steps for agents handling calls through Track Number Routing. It can also help improve the overall agent experience and reduce potential delays when connecting with customers.

    Request:
    Provide an option to disable the TT Accept prompt/action when an agent answers calls routed through Track Number Routing.

    Current Behavior:
    When a call is received through Track Number Routing, the agent is required to use TT Accept to accept the call.

    Requested Behavior:
    Allow administrators to disable the TT Accept requirement for calls originating from Track Number Routing. When disabled, the call should be automatically accepted once the agent answers, without requiring an additional TT Accept action.

    Business Rationale:
    This would simplify the call-answering workflow and reduce unnecessary steps for agents handling calls through Track Number Routing. It… more

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14. Allow moving into aftercall while on an active call
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15. Queue-Level AI Announcement Language Configuration

    Feature Request / Enhancement

    Title: Queue-Level AI Announcement Language Configuration

    Current Behavior

    The AI announcement language is currently configured at the account level. As a result, the selected AI language applies universally across the queues within the account.

    For accounts supporting multiple languages, this can be restrictive because different queues may serve customers in different languages.

    Requested Enhancement

    Introduce the ability to configure the AI announcement language at the queue level.

    Administrators should be able to:

    Select a preferred AI announcement language for each individual queue.
    Use different AI languages across queues within the same account.
    Retain the current account-level setting as the default when no queue-level language is configured.
    Override the account-level language on specific queues when required.
    Example Use Case

    An organization has separate queues for English-, Spanish-, and French-speaking customers.

    Instead of applying one AI announcement language across the entire account, administrators could configure:

    English Queue → English AI announcement
    Spanish Queue → Spanish AI announcement
    French Queue → French AI announcement

    This would eliminate the need to create separate sub-accounts solely to accommodate different AI announcement languages.

    Business Benefit

    Queue-level language configuration would provide greater flexibility for organizations operating multilingual contact centers and would simplify administration while providing a more consistent customer experience.

    Requested Outcome

    Allow administrators to select and manage the preferred AI announcement language on a per-queue basis, with the account-level language remaining as the default/fallback configuration.

    Feature Request / Enhancement

    Title: Queue-Level AI Announcement Language Configuration

    Current Behavior

    The AI announcement language is currently configured at the account level. As a result, the selected AI language applies universally across the queues within the account.

    For accounts supporting multiple languages, this can be restrictive because different queues may serve customers in different languages.

    Requested Enhancement

    Introduce the ability to configure the AI announcement language at the queue level.

    Administrators should be able to:

    Select a preferred AI announcement language for each individual queue.
    Use different AI languages across queues within the same account.
    Retain the current account-level… more

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16. Support Combining Agent State and Call Metrics in a Single Custom Analytics Report

    Enable Agent State and Call/Interaction Metrics to Be Combined in a Single RingCX Custom Analytics Report

    Product Area

    RingCX Analytics / Custom Analytics

    Request Type

    Feature Enhancement

    Customer Request

    Customers would like the ability to create a single custom analytics report containing both Agent State metrics and Call/Interaction metrics.

    Currently, when creating a custom analytics report, the available metrics/KPIs are dependent on the underlying data source. Agent State data and Call/Interaction data are derived from different datasets, preventing users from combining metrics from both sources within the same custom report.

    Current Limitation

    When creating a custom analytics report:

    Selecting Agent State-related metrics makes Call/Interaction KPIs unavailable.
    Selecting Call/Interaction KPIs makes Agent State metrics unavailable.
    As a result, customers must create separate reports and manually correlate the information.

    This prevents customers from having a consolidated view of agent activity and performance.

    Customer Use Case

    The customer wants to create one report that provides a complete view of agent productivity by combining call performance metrics with the amount of time agents spend in different states.

    Requested metrics include:

    Call/Interaction Metrics:

    Agent First Name
    Abandoned within SLA Calls (API)
    Answered Calls (API)
    Handle Time
    Avg Inbound Handle Time
    Total Phone Available
    Long Call
    Hold Time
    Available State Time
    Engaged State Time

    Agent State Metrics:

    State
    Bio Break
    Call Back / CSM
    LUNCH
    Manager / Development
    ON-BREAK
    Supervisor
    Tickets / Chats
    WORKING
    Agent Voice State Time

    The desired report would allow these metrics to be viewed together by agent and/or selected reporting period.

    Business Impact

    The current limitation requires customers to generate and reconcile multiple reports to obtain a complete picture of agent performance.

    This creates several challenges:

    Additional manual reporting effort.
    Increased complexity when comparing call performance against agent availability and state behavior.
    Difficulty identifying relationships between productivity and time spent in specific agent states.
    Increased possibility of discrepancies when manually combining data from separate reports.
    Reduced usefulness of Custom Analytics for workforce and operational reporting.

    A unified report would allow customers to more easily analyze:

    Agent productivity versus available time.
    Handle time versus agent state utilization.
    Time spent in non-productive states versus call performance.
    Agent availability versus answered/contacted calls.
    Overall agent utilization and performance.

    Enable Agent State and Call/Interaction Metrics to Be Combined in a Single RingCX Custom Analytics Report

    Product Area

    RingCX Analytics / Custom Analytics

    Request Type

    Feature Enhancement

    Customer Request

    Customers would like the ability to create a single custom analytics report containing both Agent State metrics and Call/Interaction metrics.

    Currently, when creating a custom analytics report, the available metrics/KPIs are dependent on the underlying data source. Agent State data and Call/Interaction data are derived from different datasets, preventing users from combining metrics from both sources within the same custom report.

    Current Limitation

    When creating a custom analytics report:

    Selecting Agent… more

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17. Feature Enhancement Request: Display Destination Name on Incoming Caller ID

    Feature Enhancement Request: Display Destination Name on Incoming Caller ID
    Feature Request

    Enhance RingCX to display the Destination Name associated with an incoming call directly on the agent's incoming Caller ID/call presentation.

    Current Behavior

    When an incoming call is presented to an agent, the agent can see the caller information; however, the Destination Name that the caller dialed is not displayed as part of the incoming call information.

    In environments where agents support multiple destinations, queues, departments, or business lines, this requires agents to determine which destination the caller reached before selecting the appropriate opening spiel.

    Requested Enhancement

    Display the Destination Name on the incoming call notification/presentation shown to the agent.

    For example:

    Incoming Call
    Caller: +1 555-123-4567
    Destination: Sales Support

    or

    Incoming Call
    Caller: John Smith
    Destination: Technical Support

    Business Impact

    Displaying the Destination Name would help agents immediately identify which business line, department, or destination the caller contacted.

    This would allow agents to:

    Use the appropriate opening spiel based on the destination.
    Provide a more personalized and professional customer experience.
    Reduce confusion for agents handling multiple queues or destinations.
    Minimize the need for agents to determine the destination after answering the call.
    Improve consistency in how calls are handled across different business lines.
    Expected Behavior

    When an incoming call is delivered to an agent, RingCX should display the Destination Name associated with the call along with the available caller information.

    The Destination Name should ideally be visible before or at the time the agent answers the call.

    Enhancement Request

    Please evaluate the feasibility of exposing the Destination Name in the RingCX agent's incoming Caller ID/call notification and consider this functionality as a product enhancement.

    Business Value: This enhancement would provide agents with immediate context about the destination reached by the caller, enabling them to use the correct opening spiel and deliver a more consistent customer experience.

    Feature Enhancement Request: Display Destination Name on Incoming Caller ID
    Feature Request

    Enhance RingCX to display the Destination Name associated with an incoming call directly on the agent's incoming Caller ID/call presentation.

    Current Behavior

    When an incoming call is presented to an agent, the agent can see the caller information; however, the Destination Name that the caller dialed is not displayed as part of the incoming call information.

    In environments where agents support multiple destinations, queues, departments, or business lines, this requires agents to determine which destination the caller reached before selecting the appropriate opening spiel.

    Requested Enhancement

    Display the… more

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18. Auto-assign RingCX agents to same team in ACE

    For customers that use ACE with RingCX, the RingCX role integrates into ACE, but the team structure does not. It is called a group in RingCX. Our company groups the RingCX agent by departments (teams) that should automatically carry over into ACE. Map the RingCX group to ACE in the same way that Calario and other WEM products pull Cisco UCCX teams. We are having to manage permissions to recordings in two different systems. Honestly, the "Assign Manager" concept needs to be redesigned. Just have a team assignment method where a manager can be selected.

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19. Feature Enhancement Request: Bulk Download and Bulk Upload for Audio Files in RingCX

    Feature Request Details
    Customer: Brie / RingCentral Contact Center Customer

    Feature Area: Audio Library / Call Recordings & Media Management

    Requested Features:

    Bulk Download: Ability to download multiple call audio recordings in bulk from the Audio Library or reporting views, rather than having to download files individually.

    Bulk Upload: Ability to upload multiple audio files simultaneously, as the current system restriction only permits uploading files one at a time.

    Business Value & Use Case
    Efficiency: Customers managing large volumes of audio files or announcements spend an excessive amount of time performing repetitive, manual single-file downloads and uploads.

    Workflow Optimization: A bulk management option streamlines compliance archiving, auditing processes, and large-scale IVR prompt updates.

    Feature Request Details
    Customer: Brie / RingCentral Contact Center Customer

    Feature Area: Audio Library / Call Recordings & Media Management

    Requested Features:

    Bulk Download: Ability to download multiple call audio recordings in bulk from the Audio Library or reporting views, rather than having to download files individually.

    Bulk Upload: Ability to upload multiple audio files simultaneously, as the current system restriction only permits uploading files one at a time.

    Business Value & Use Case
    Efficiency: Customers managing large volumes of audio files or announcements spend an excessive amount of time performing repetitive, manual single-file downloads and uploads.

    Workflow Optimization: A… more

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20. Feature Enhancement Request: Generate Post-Call State for Bad Number Calls

    Feature Request

    Enhance RingCX to generate and update the appropriate post-call state when an outbound call is classified as a Bad Number, instead of ending the call without a standard post-call state.

    Current Behavior

    Engineering confirmed that the current behavior is expected. When a destination number is identified as a Bad Number—such as an invalid, unreachable, disconnected, or otherwise non-callable number—the call does not proceed through the normal call flow.

    Because the call is terminated or classified at an earlier stage, the normal post-call processing is not triggered, and no post-call state is generated or updated.

    Customer Impact

    The absence of a post-call state for Bad Number calls may limit the customer's ability to:

    • Track the final outcome of these calls consistently.
    • Apply the same post-call processing used for other outbound call outcomes.
    • Maintain complete and consistent call disposition/reporting data.
    • Accurately distinguish Bad Number outcomes from calls where post-call processing was not completed.

    Requested Enhancement

    • Provide a post-call state or equivalent call outcome for calls classified as Bad Number.

    Ideally, RingCX should:

    • Identify the call as a Bad Number.
    • Terminate the call according to the existing Bad Number handling.
    • Generate an appropriate post-call state or disposition indicating the Bad Number outcome.
    • Make this outcome available for applicable reporting, analytics, and downstream processing.

    Expected Behavior

    • When an outbound call is classified as a Bad Number, RingCX should provide a clearly identifiable post-call outcome, such as Bad Number, Invalid Number, or another appropriate system-defined disposition.

    This would allow customers to consistently track and report all outbound call outcomes, including calls that fail before entering the normal call flow.

    Business Value

    • Providing a post-call state for Bad Number calls would improve call outcome tracking, reporting accuracy, and automation capabilities, while giving customers a more complete view of outbound dialing activity.

    Request: Please evaluate the feasibility of generating a post-call state/disposition for Bad Number calls and consider this behavior as a RingCX product enhancement.

    Feature Request

    Enhance RingCX to generate and update the appropriate post-call state when an outbound call is classified as a Bad Number, instead of ending the call without a standard post-call state.

    Current Behavior

    Engineering confirmed that the current behavior is expected. When a destination number is identified as a Bad Number—such as an invalid, unreachable, disconnected, or otherwise non-callable number—the call does not proceed through the normal call flow.

    Because the call is terminated or classified at an earlier stage, the normal post-call processing is not triggered, and no post-call state is generated or updated.

    Customer Impact

    The absence… more

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