1665 results found

1. Voicemail Box

   Call centers currently do not have a unified voicemail box. They can only receive voicemails to an email. This requires the users to constantly monitor their email and search for voicemails in a separate application. A voicemail box, like Ring EX provides, for the call queues would allow agents to stay within their application and it would allow them to have full functionality out of a single pane of glass.

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2. Remove authentication requirement for accessing call transcript URLs

   Description:
   Currently, users are required to log in before they can access transcript URLs. We would like to request an enhancement to allow direct access to transcript URLs without requiring authentication.

   Current Behavior:
   - When a transcript URL is accessed, the system prompts the user to log in
   - Users must authenticate even when the link is already shared internally or externally

   Requested Behavior:
   - Transcript URLs should be accessible without requiring a login
   - Access should be granted directly via the URL (read-only view preferred)
   - Optional: ability to set security controls (e.g., token-based or time-limited access)

   Business Impact:
   - Improves ease of sharing transcripts with internal/external stakeholders
   - Reduces friction for support, QA, and customer collaboration workflows
   - Speeds up investigation and case resolution times
   - Eliminates dependency on user authentication for quick transcript review

   Description:
   Currently, users are required to log in before they can access transcript URLs. We would like to request an enhancement to allow direct access to transcript URLs without requiring authentication.

   Current Behavior:
   - When a transcript URL is accessed, the system prompts the user to log in
   - Users must authenticate even when the link is already shared internally or externally

   Requested Behavior:
   - Transcript URLs should be accessible without requiring a login
   - Access should be granted directly via the URL (read-only view preferred)
   - Optional: ability to set security controls (e.g., token-based or time-limited access)

   Business Impact:… more

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3. Call controls for RingCX calls with desk phone pairing

   RingCX Voice Connection (RingCentral Phone + Deskphone Pairing) Call Control Enhancement

   Summary:
   Request to enhance call control functionality when using "RingCentral Phone" as the selected voice connection within RingCX paired with Deskphone

   Description:
   Currently, when "RingCentral Phone" is selected as the voice connection in RingCX, the call control remains within the RingCX platform (ringcx.ringcentral.com). When Deskphone Pairing is enabled, it allows RingCX calls to be answered through the Deskphone. As a result, users are unable to perform call control actions—such as call transfer, hold and mute— directly from the Deskphone.

   Expected Behavior:
   When "RingCentral Phone" is selected as the voice connection and RingCentral App is Paired to a Deskphone, users should not be limited to using Deskphone as Media Endpoint. Agents should be able to manage call control on the Deskphone to:

   Perform call transfers
   Access standard call control features (hold, mute, transfer, etc.)
   Seamlessly interact with RingCX features, including voicemail routing

   Business Impact:
   This limitation affects agent workflow and efficiency, especially for organizations transitioning from Integrated Softphone to RingCentral Phone. It prevents agents from utilizing familiar and centralized call handling using their Deskphone

   Use Case:
   RingCX Agents would like to utilize full call handling capabilities using deksphone buttons, including the ability to transfer calls, put callers on hold or mute. The current behavior results in failed transfers, hold reflecting possible audio issues and operational friction.

   Requested Enhancement:
   Enable full call control using Deskphone when "RingCentral Phone" is used as the voice connection in RingCX and RingCentral App is Paired to the Deskphone.

   RingCX Voice Connection (RingCentral Phone + Deskphone Pairing) Call Control Enhancement

   Summary:
   Request to enhance call control functionality when using "RingCentral Phone" as the selected voice connection within RingCX paired with Deskphone

   Description:
   Currently, when "RingCentral Phone" is selected as the voice connection in RingCX, the call control remains within the RingCX platform (ringcx.ringcentral.com). When Deskphone Pairing is enabled, it allows RingCX calls to be answered through the Deskphone. As a result, users are unable to perform call control actions—such as call transfer, hold and mute— directly from the Deskphone.

   Expected Behavior:
   When "RingCentral Phone" is selected as the voice… more

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4. RingCX Voice Connection (RingCentral Phone + Deskphone Pairing) Call Control Enhancement

   RingCX Voice Connection (RingCentral Phone + Deskphone Pairing) Call Control Enhancement

   Summary:
   Request to enhance call control functionality when using "RingCentral Phone" as the selected voice connection within RingCX paired with Deskphone

   Description:
   Currently, when "RingCentral Phone" is selected as the voice connection in RingCX, the call control remains within the RingCX platform (ringcx.ringcentral.com). When Deskphone Pairing is enabled, it allows RingCX calls to be answered through the Deskphone. As a result, users are unable to perform call control actions—such as call transfer, hold and mute— directly from the Deskphone.

   Expected Behavior:
   When "RingCentral Phone" is selected as the voice connection and RingCentral App is Paired to a Deskphone, users should not be limited to using Deskphone as Media Endpoint. Agents should be able to manage call control on the Deskphone to:

   Perform call transfers
   Access standard call control features (hold, mute, transfer, etc.)
   Seamlessly interact with RingCX features, including voicemail routing

   Business Impact:
   This limitation affects agent workflow and efficiency, especially for organizations transitioning from Integrated Softphone to RingCentral Phone. It prevents agents from utilizing familiar and centralized call handling features within the RingCentral App.

   Use Case:
   RingCX Agents would like to utilize full call handling capabilities using deksphone buttons, including the ability to transfer calls, put callers on hold or mute. The current behavior results in failed transfers, hold reflecting possible audio issues and operational friction.

   Requested Enhancement:
   Enable full call control using Deskphone when "RingCentral Phone" is used as the voice connection in RingCX and RingCentral App is Paired to the Deskphone.

   RingCX Voice Connection (RingCentral Phone + Deskphone Pairing) Call Control Enhancement

   Summary:
   Request to enhance call control functionality when using "RingCentral Phone" as the selected voice connection within RingCX paired with Deskphone

   Description:
   Currently, when "RingCentral Phone" is selected as the voice connection in RingCX, the call control remains within the RingCX platform (ringcx.ringcentral.com). When Deskphone Pairing is enabled, it allows RingCX calls to be answered through the Deskphone. As a result, users are unable to perform call control actions—such as call transfer, hold and mute— directly from the Deskphone.

   Expected Behavior:
   When "RingCentral Phone" is selected as the voice… more

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5. Enable DNIS notifications for numbers routed through RingCX Workflows

   Enable DNIS notifications for numbers routed through RingCX Workflows

   The customer is requesting the ability to configure missed call notifications specifically for their RingCX inbound traffic.

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6. Option for AI Summary that is triggered when a specific disposition is used.

   Would like an option for AI Summary that is triggered only when a specific disposition is used.

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7. BeeTexting and Salesforce

   Request enhancement for coexistence support between RingEX for Salesforce and BeeTexting Shared Inbox, specifically to improve or preserve accurate contact ownership attribution when both solutions are used simultaneously within Salesforce.

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8. Ignored/Muted Messages Reporting

   We would like to be able to have either a report that can be scheduled or an alert that sends a message when a digital interaction has been ignored or muted. We are experiencing issues where messages are being auto-ignored or ignored accidentally by an agent and we need to be able to see and review when that happens to make sure that the interaction didn't actually require a response.

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9. Enhanced Call Termination Attribution with Contextualized Termination Reason

   Summary:
   Improve call reporting by clearly separating true disconnect source attribution from termination reason (routing/system event context), ensuring customers can accurately interpret why a call ended and what system event preceded it.

   Problem Statement:
   The current “Termination” field in the Inbound Call Detail Report can reflect an internal routing or system event rather than the actual disconnect source. This creates confusion because the same field is often interpreted as the definitive reason the call ended.

   In many cases, customers cannot distinguish between:
   - the actual disconnect event (who ended the call), and
   - the system/routing event that occurred immediately prior to termination.
   - Additionally, backend session logs contain more precise information, but this is not exposed in customer-facing reporting.

   Proposed Enhancement:
   1. Split “Termination” into Two Distinct Fields

   A. Disconnect Source (New Primary Field – Required)
   - A definitive field that identifies who or what actually ended the call:
   Caller Disconnected
   Agent Disconnected
   System Disconnected
   Network/Media Failure
   Timeout Expiry
   Transfer Failure (final hop failure)

   B. Termination Reason (Contextual Field – Existing Concept Refined)
   Retain and clarify the current “Termination” field, but redefine it as:
   The last known routing or system event preceding call termination.

   Examples:
   Queue Transfer
   Agent-to-Queue Requeue
   Skill-Based Routing Action
   Internal System Redirect
   Conference Bridge Attempt

   1. Add Relationship Clarity Between Fields

   Introduce reporting UI/labels that make the relationship explicit:

   “Termination Reason (Pre-Disconnect Event)”

   This prevents misinterpretation in reporting dashboards and exports.

   1. Enhanced Call Timeline Visibility

   Where possible, provide a structured event timeline per interaction:

   Call Entered Queue
   Routed to Agent
   Internal Requeue / Transfer Attempt
   Agent Connected
   Disconnect Event (Source)
   Termination Reason (Last System Action)

   This helps correlate both fields in sequence.

   Customer Impact

   This enhancement would:

   Eliminate confusion between routing events and disconnect ownership
   Reduce misinterpretation of “Termination” as a failure or disconnect cause
   Improve accuracy in QA, auditing, and escalation analysis
   Reduce dependency on backend Support logs
   Enable more reliable root cause analysis for short-duration calls

   Summary:
   Improve call reporting by clearly separating true disconnect source attribution from termination reason (routing/system event context), ensuring customers can accurately interpret why a call ended and what system event preceded it.

   Problem Statement:
   The current “Termination” field in the Inbound Call Detail Report can reflect an internal routing or system event rather than the actual disconnect source. This creates confusion because the same field is often interpreted as the definitive reason the call ended.

   In many cases, customers cannot distinguish between:
   - the actual disconnect event (who ended the call), and
   - the system/routing event that occurred immediately prior… more

   5 votes

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10. RingCX SPOG: contact search during transfer caps at 10 results — raise the cap and add scroll

    Description
    In the RingCX SPOG App, when users initiate a call transfer and search for a contact, the system currently returns only 10 results.

    This limitation makes it difficult for agents to locate the correct contact, particularly in environments with large directories or when contacts have similar names.

    Steps to Reproduce
    1. Initiate or receive a call
    2. Attempt to transfer the call
    3. Use the contact search function
    4. Observe that only 10 contacts are returned, even when more matches exist

    Actual Result
    Search results are limited to 10 contacts.

    Expected Result
    Search should return more results (e.g., 50–100) or support pagination / infinite scrolling to allow access to all relevant contacts.

    Proposed Solution
    - Increase the result limit to a higher threshold (configurable if possible)
    - Implement pagination or infinite scroll
    - Improve search relevance (e.g., fuzzy search, ranking)
    - (Optional) Add filters such as department or team

    Business Impact
    - Increases Average Handle Time (AHT)
    - Reduces agent efficiency
    - Increases likelihood of incorrect call transfers
    - Negatively impacts user experience

    =====

    Today, when a RingCX SPOG agent initiates a call transfer and types into the contact search field, the dropdown returns at most 10 matches with no way to see more. In tenants with large corporate directories or common names (e.g. multiple "John" or "Smith"), agents often can't find the intended transfer target and either guess, hang up, or escalate. The desired behavior is a larger result set (target ~50–100), with pagination or infinite scroll so the agent can keep looking, and ideally fuzzy/relevance ranking so the right contact surfaces near the top. Impact: lower AHT on transfers, fewer misrouted calls, less agent friction in directories of any meaningful size.

    Description
    In the RingCX SPOG App, when users initiate a call transfer and search for a contact, the system currently returns only 10 results.

    This limitation makes it difficult for agents to locate the correct contact, particularly in environments with large directories or when contacts have similar names.

    Steps to Reproduce
    1. Initiate or receive a call
    2. Attempt to transfer the call
    3. Use the contact search function
    4. Observe that only 10 contacts are returned, even when more matches exist

    Actual Result
    Search results are limited to 10 contacts.

    Expected Result
    Search should return more results (e.g., 50–100)… more

    3 votes

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11. Add Busy Tone and Announcement options for RingEX calls during active RingCX sessions

    Current Behavior: The "Send RingEX calls to voicemail" feature currently routes all direct calls to the user’s personal voicemail while they are on a RingCX call. There is no alternative for organizations that do not use voicemail or want to avoid agents managing a personal inbox backlog.

    Proposed Solution: Expand the current "Send to Voicemail" permission into a selectable menu with three additional handling options:

    • Busy Tone: Disconnect with a busy signal to indicate the agent is occupied.

    • Announcement Only: Play a "User is busy" recording and disconnect without allowing a voicemail to be left.

    • Forwarding: Route the direct call to a prefered destination.

    Business Value:

    • Agent Efficiency: Prevents REX personal voicemail clutter for agents in high-volume CX environments.

    • Improved CX: Callers get immediate feedback (Busy/Announcement) rather than leaving messages that may not be checked for hours.

    • Flexibility: Supports business workflows where personal voicemail is disabled or not used.

    Benefits:

    • Eliminates administrative overhead for agents.

    • Provides more professional call handling options during active CX sessions.

    • Allows for "Active" rather than "Passive" call management.

    Current Behavior: The "Send RingEX calls to voicemail" feature currently routes all direct calls to the user’s personal voicemail while they are on a RingCX call. There is no alternative for organizations that do not use voicemail or want to avoid agents managing a personal inbox backlog.

    Proposed Solution: Expand the current "Send to Voicemail" permission into a selectable menu with three additional handling options:

    • Busy Tone: Disconnect with a busy signal to indicate the agent is occupied.

    • Announcement Only: Play a "User is busy" recording and disconnect without allowing a voicemail to be left.

    • Forwarding: Route the direct call… more

    23 votes

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12. Allow transfer of interactions to a specific agent (RingCX)

    In RingCX, interaction transfer is currently only possible to a specific queue (requeue).

    Unlike Engage Digital, it is not possible to transfer an interaction directly to a dedicated / named agent.
    This limitation is blocking for some operational use cases (expert handling, continuity of service, supervisor routing), where transferring to a specific agent is required.

    Expected evolution:
    Enable the ability to transfer an interaction directly to a selected agent by name, in addition to the existing skill-based and queue-based transfers.

    6 votes

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13. Update Documentation – Remove/Revise “Global Audio” Instructions

    Article Reference:
    https://support.ringcentral.com/article-v2/Uploading-an-audio-file-in-RingCX.html?brand=RingCentral&product=RingCX&language=en_US

    Summary:
    Request to update the existing support documentation for uploading audio files in RingCX by removing or revising references to the “Global Audio” option to prevent confusion for users who do not have access to this feature.

    Problem Statement:
    Customers following the current documentation encounter confusion when instructed to use the “Add Global Audio” option, as this feature is not visible or available in all accounts or environments. This leads to:

    Misalignment between documentation and actual UI
    Increased support inquiries
    Delays in customer configuration

    Current Behavior:
    The article includes steps referencing the Global Audio feature, which is not accessible to all users due to:

    Licensing limitations
    Platform/version differences
    Feature availability restrictions

    Article Reference:
    https://support.ringcentral.com/article-v2/Uploading-an-audio-file-in-RingCX.html?brand=RingCentral&product=RingCX&language=en_US

    Summary:
    Request to update the existing support documentation for uploading audio files in RingCX by removing or revising references to the “Global Audio” option to prevent confusion for users who do not have access to this feature.

    Problem Statement:
    Customers following the current documentation encounter confusion when instructed to use the “Add Global Audio” option, as this feature is not visible or available in all accounts or environments. This leads to:

    Misalignment between documentation and actual UI
    Increased support inquiries
    Delays in customer configuration

    Current Behavior:
    The article includes steps referencing the Global Audio feature, which is… more

    1 vote

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14. RCX Allow Agent to Open the Queue when they are Logged In

    RCX Allow Agent to Open the Queue when they are Logged In. We do not want them to configure business hours but something that can be managed on their end once given a permission by an Admin.

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15. Export DNC list

    Add the option to download/export the DNC list in RingCX

    2 votes

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16. Visibility of Pending Messages Count per Conversation

    Requested Evolution / Expected Outcome
    Restore or introduce the ability for agents to see the number of pending/unread messages directly at the conversation level, for example by:

    displaying the pending message count in the conversation bubble in task mode,
    or exposing a clear indicator within the conversation list or header,
    ensuring the count updates in real time as messages are processed.

    Business Impact
    Without this evolution:

    task prioritization is less efficient,
    workload balancing across conversations and agents is more difficult,
    overall handling time and agent efficiency may be negatively impacted.

    Providing clear visibility of pending message counts would significantly improve agent productivity, planning, and quality of service.

    Requested Evolution / Expected Outcome
    Restore or introduce the ability for agents to see the number of pending/unread messages directly at the conversation level, for example by:

    displaying the pending message count in the conversation bubble in task mode,
    or exposing a clear indicator within the conversation list or header,
    ensuring the count updates in real time as messages are processed.

    Business Impact
    Without this evolution:

    task prioritization is less efficient,
    workload balancing across conversations and agents is more difficult,
    overall handling time and agent efficiency may be negatively impacted.

    Providing clear visibility of pending message counts would significantly improve… more

    1 vote

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17. Consistent Conversation Identification Between Historical Exports and New Reporting

    Expected Outcome / Requested Evolution
    Provide a solution that enables reliable conversation matching between historical exports and the new reporting, for example by:

    exposing a stable and persistent conversation/thread identifier shared across legacy exports and the new reporting module, or
    providing a mapping mechanism between historical contentthreadid values and the new conversation identifiers (UID / UUID), or
    adding a field in the new reporting that explicitly references the historical conversation identifier.

    Business Impact
    Without this evolution:

    historical vs. current conversation analyses cannot be reconciled,
    longitudinal KPIs and trend analysis are not reliable,
    manual and error-prone reconciliation is required.

    1 vote

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18. Consistent Agent Identification Across Historical and New Livechat Reporting

    Expected Outcome / Requested Evolution
    Provide a solution enabling reliable agent matching across historical and new reporting data, for example by:

    exposing a stable and unique agent identifier shared across legacy exports and the new reporting module, or
    providing a mapping table between historical agent IDs and the new identifiers (UID / UUID), or
    exposing an additional field in the new reporting that allows reconstruction of this mapping.

    Business Impact
    Without this evolution:

    agent-level historical analyses are incomplete or inaccurate,
    trend analysis before vs. after the reporting migration is not reliable,
    manual reconciliation work is required, with a high risk of errors.

    Expected Outcome / Requested Evolution
    Provide a solution enabling reliable agent matching across historical and new reporting data, for example by:

    exposing a stable and unique agent identifier shared across legacy exports and the new reporting module, or
    providing a mapping table between historical agent IDs and the new identifiers (UID / UUID), or
    exposing an additional field in the new reporting that allows reconstruction of this mapping.

    Business Impact
    Without this evolution:

    agent-level historical analyses are incomplete or inaccurate,
    trend analysis before vs. after the reporting migration is not reliable,
    manual reconciliation work is required, with a high risk… more

    1 vote

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    New  ·  0 comments  ·  Realtime & historical analytics  ·  Edit…  ·  Delete…  ·  Admin →
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19. Ring CX Place in Queue announcement to be able to play multiple times

    Currently, the "Place in Queue" announcement plays only once when the "Route to Agent" queue event is first triggered. The desired functionality is to have an option for this announcement to loop and repeat at adjustable intervals. Ideally, the position in queue should be recalculated and announced each time, without the need to chain multiple "Route to Agent" events sequentially.

    4 votes

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    New  ·  1 comment  ·  Interaction routing, workflow & queuing  ·  Delete…  ·  Admin →
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20. Callback Flow Improvement

    There should be a way in RingCX to enhance the callback experience by allowing callback requests to be honored immediately after the caller’s initial input, without requiring a second confirmation—even if the caller disconnects early.

    Current Behavior
    1) Callers press “1” to request a callback.
    2) A second confirmation (“press 1 again”) is required before the callback is officially queued.
    3) If the caller disconnects before completing the second confirmation or before system disconnect, the interaction is marked as “Inbound ACD Callback Incomplete.”
    4) No callback is generated, even if the caller already indicated intent.

    Problem Statement
    • The two-step confirmation is not intuitive for callers.
    • Callers often assume their request is complete after the first input and hang up.
    • This leads to failed callback requests and a poor customer experience.

    Enhancements
    1) Introduce logic and/or configuration that:
    • Queues the callback immediately after the first “press 1” input.
    • Does not require a second confirmation if the caller disconnects after the first input.
    • Treats the first confirmation as sufficient intent to proceed with the callback.

    2) Introduce improved reporting for callback flows where the caller disconnects before queue confirmation. Specifically:
    • Add a new disposition or category (e.g., “Callback Requested – Caller Disconnected Before Queue”)
    • Provide a custom report option to identify these interactions separately from true incomplete callbacks

    There should be a way in RingCX to enhance the callback experience by allowing callback requests to be honored immediately after the caller’s initial input, without requiring a second confirmation—even if the caller disconnects early.

    Current Behavior
    1) Callers press “1” to request a callback.
    2) A second confirmation (“press 1 again”) is required before the callback is officially queued.
    3) If the caller disconnects before completing the second confirmation or before system disconnect, the interaction is marked as “Inbound ACD Callback Incomplete.”
    4) No callback is generated, even if the caller already indicated intent.

    Problem Statement
    • The two-step… more

    4 votes

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