1496 results found
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auto dialer with automated system
I would like to have a feature that when i dialed the customer's number using RingCentral App
there will be an Automated system will tell my customer that im on my way.2 votes -
Support Salesforce Record Lookup by ExternalID for RingCX Campaigns
Feature Summary:
Add the ability to configure the Salesforce record lookup method used by the RingCX integration. In addition to the current phone number-based matching, provide an option to use a Salesforce ExternalID field as the primary lookup key.Business Need:
Some organizations maintain multiple Salesforce Leads or Contacts with the same phone number due to their business processes. With the current phone number-based lookup, RingCX prompts agents to select the correct record whenever duplicate phone numbers are found, which slows down the dialing process and increases the risk of selecting the wrong record.Many customers already use a unique…
1 vote -
custom wrap up timer
Please add additional granularity or the option for custom wrap up timer value. Jumping from 1 to 3 minutes for choices is not ideal. We would like to do 90 seconds, but would settle for 2 minutes. Not having the option to just enter a number of seconds between 0 and 600 seems like forced inefficiency due to a inflexible UI choice.
1 vote -
Add a column of Call_Results__c in Ring Central for Salesforce
I would like to add a column of CallResults_c in Ring Central for Salesforce, I need add that field in that box up to the notes or the best place available.
2 votes -
Include Customer DTMF Inputs in RingCX Queue Reporting
Business Need / Context:
We currently have reporting visibility for DTMF (keypad) inputs while a caller is navigating the initial IVR/Workflow. However, once a call enters a queue, any DTMF inputs made by the customer (e.g., pressing a digit to request a callback, change priority, or trigger an automated action) are not captured in any standard, pullable reports.Currently, our team can only verify queue DTMF inputs by running a manual backend trace on individual calls using internal tools. This is highly inefficient, delays troubleshooting, and limits our ability to track customer behavior and queue performance at scale.
User Persona…
2 votes -
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.
1 vote -
MSFT Teams + RCX Integration
An integration into MSFT Teams for RCX as a contact center
1 vote -
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..)
1 vote -
Dark mode RingCX web version
Customer would want dark mode feature in RIngCX web for better visibility purpose
1 vote -
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
1 vote -
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…
1 vote -
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
1 vote -
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 RequestIntroduce 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
…
1 vote -
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.1 vote -
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…2 votes -
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…
1 vote -
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…5 votes -
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…1 vote -
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…1 vote -
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…
1 vote
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