1496 results found

1. Manage Clients Under Agency Account

   Those of us with agencies who manage multiple clients should have an agency account. This is the only platform I am not able to use my email to manage client accounts.

   I am told I have to have a unique email for each client to access their account.

   Callfire, Callrail, Twilio, etc. all have the ability to do this.

   How can this become an option?

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2. Identities

   Looking for the capability to be able to "export" the list of identities (customers that have called into the RingCX environment and the system has created an Identity (first name, last name, phone number, etc....) The capability to be able to review the identities and manage the entries that have been made to the repository where it is kept/stored

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3. Feature Request: Configurable Extended Session Persistence Across RingCentral Web Domains

   Dear RingCentral Product Team,

   I would like to formally request a feature enhancement for RingCentral’s web applications.

   Feature Request:
   Provide a configurable option to keep RingCentral web sessions active for extended, user-defined durations (e.g., 10 hours, 24 hours) across all RingCentral web domains and subdomains, including:

   • app.ringcentral.com

   • ringcx.ringcentral.com

   • engage.ringcentral.com

   • All associated subdomains

   Business Use Case:

   Many users rely on RingCentral web apps throughout long workdays or shifts (e.g., support agents, contact center staff, operations teams). Currently, sessions may disconnect or require re-login due to inactivity or browser timeouts, even while the user remains online and active.

   This can result in:

   • RNA/ Missed calls, messages, or notifications

   • Disruption to workflows

   • Reduced productivity, particularly in browser-centric or VDI environments

   Proposed Enhancement:

   • A configurable “Keep Session Active” or “Extended Session Duration” setting for users or admins

   S• upport for long-running sessions (e.g., 10–24 hours) while respecting security policies

   • Built-in heartbeat/keep-alive mechanisms within the RingCentral web apps or browser extensions, without requiring unsupported user scripts

   • Coverage across all primary web domains (app.ringcentral.com, ringcx.ringcentral.com, engage.ringcentral.com) and their subdomains

   Benefits:

   • Reliable session persistence for browser-based users

   • Reduced dependency on desktop apps in restricted environments

   • Better support for enterprise, contact center, and shift-based workflows

   Dear RingCentral Product Team,

   I would like to formally request a feature enhancement for RingCentral’s web applications.

   Feature Request:
   Provide a configurable option to keep RingCentral web sessions active for extended, user-defined durations (e.g., 10 hours, 24 hours) across all RingCentral web domains and subdomains, including:

   • app.ringcentral.com

   • ringcx.ringcentral.com

   • engage.ringcentral.com

   • All associated subdomains

   Business Use Case:

   Many users rely on RingCentral web apps throughout long workdays or shifts (e.g., support agents, contact center staff, operations teams). Currently, sessions may disconnect or require re-login due to inactivity or browser timeouts, even while the user remains online and active.

   … more

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4. Audible notification for incoming call & DTMF support

   Our agents must use "RingCentral Phone" as their device type in RingCX because RingCX does not provide an audible indicator for incoming calls, when using Integrated Phone. When they do this, they are not able to enter DTMF tones while in the RingCX UI when conferencing in a third party translator service. The DTMF tones must be entered via the RingCentral softphone app. This is incredibly confusing for our agents, as they perform all other call functions such as hold, transfer, etc in the RingCX web interface. It will be great if we can disbale the diapad in RingCX in this instance to lessen the confusion

   Our agents must use "RingCentral Phone" as their device type in RingCX because RingCX does not provide an audible indicator for incoming calls, when using Integrated Phone. When they do this, they are not able to enter DTMF tones while in the RingCX UI when conferencing in a third party translator service. The DTMF tones must be entered via the RingCentral softphone app. This is incredibly confusing for our agents, as they perform all other call functions such as hold, transfer, etc in the RingCX web interface. It will be great if we can disbale the diapad in RingCX in… more

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5. Recycling Leads / Nurture Campaigns

   Recycling Leads / Nurture Campaigns
   We need a solution that allows leads to be temporarily removed from the dialer based on a specific disposition, while still allowing them to be reactivated and called again in the future. This would support a structured nurture strategy rather than permanently excluding leads from outreach.

   For example, if a lead is dispositioned as “Does Not Qualify” or “Not Qualified Today,” that lead should move into a separate campaign or grouping that can be revisited after a defined period (e.g., 2–6 months) to attempt re-engagement and earn the business at a later time.

   It is important to note that Do Not Call (DNC) should remain strictly reserved for true DNC scenarios, in alignment with federal compliance guidelines. We do not want DNC to become a catch-all disposition for leads we are simply not dialing at the moment.

   This type of functionality would greatly improve lead lifecycle management, compliance, and long-term revenue opportunities.

   Recycling Leads / Nurture Campaigns
   We need a solution that allows leads to be temporarily removed from the dialer based on a specific disposition, while still allowing them to be reactivated and called again in the future. This would support a structured nurture strategy rather than permanently excluding leads from outreach.

   For example, if a lead is dispositioned as “Does Not Qualify” or “Not Qualified Today,” that lead should move into a separate campaign or grouping that can be revisited after a defined period (e.g., 2–6 months) to attempt re-engagement and earn the business at a later time.

   It is… more

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6. Enhancing Queue Event Management

   I would like to suggest several improvements to the way RingCX handles queue events. Currently, managing these is somewhat complicated. The following changes would bring the platform in line with industry standards and significantly simplify the user experience.

   1. Queue Event “Duration”
      Currently, having to manually set a "Duration" for queue events is not ideal, as the event time must precisely match the audio file length. Most competitor solutions play prompts from start to finish, with the duration automatically defined by the audio file itself. Removing the manual duration requirement would prevent prompts from being cut off or leaving awkward silences.

   2. Queue Event “Repetitions”
      There is currently no native option to set repetitions for queue events. Our current workaround is calculating the total duration multiplied by the desired number of repetitions is highly unreliable. Factors such as the variable delay in establishing voice legs often result in prompts being cut short. Ideally, we should be able to play a prompt and simply define the number of loops required if these need to play multiple times.

   3. “Position in Queue” and “Estimated Wait Time”
      Linked to the point above, these prompts currently only play once per queue event. If we need these to repeat (for example, every 2 minutes over an hour), we are forced to replicate the queue event 30 times. This quickly becomes unmanageable. Introducing a repetition or interval setting for these specific prompts would be a much more elegant and scalable solution.

   4. “Comfort Prompts” (Overlay Logic)
      Typically, other solutions handle comfort prompts as an "overlay" for Music on Hold (MOH). In this setup, MOH plays continuously, and comfort prompts are triggered at defined intervals or repetitions. The music automatically fades out so that the prompt is audible and fades back in once it finishes. While this is a "nice to have," it would vastly simplify how we manage music and audio assets today.

   I would like to suggest several improvements to the way RingCX handles queue events. Currently, managing these is somewhat complicated. The following changes would bring the platform in line with industry standards and significantly simplify the user experience.

   1. Queue Event “Duration”
      Currently, having to manually set a "Duration" for queue events is not ideal, as the event time must precisely match the audio file length. Most competitor solutions play prompts from start to finish, with the duration automatically defined by the audio file itself. Removing the manual duration requirement would prevent prompts from being cut off or leaving awkward silences.

   2. … more

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7. RingCX Transition Requeue Permissions from Agent to Queue Level

   Currently, permissions for requeue and cross-queue requeue are managed at the agent level. We are requesting an enhancement to migrate these settings to the queue level.

   This change would provide greater granularity by allowing us to define permissions based on the specific requirements of a queue. This would enable agents to requeue calls on certain queues while being restricted on others, which is essential for improving operational flexibility and security governance.

   14 votes

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8. Add filter for "Last Week" to Date Range

   Add "Last Week" Option to Date Range for RingCX Analytics.

   2 votes

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9. An email address book in CX

   It would be really useful to have an address book in CX to store email address. Our agents frequently forward on emails so without this, it slows them down.

   4 votes

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10. Allow Agents to Handle Multiple Calls Simultaneously

    We would like to request for a feature that allow agents to handle multiple calls simultaneously.

    2 votes

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11. Ability to only show numbers assigned to the sub account to be used as outbound caller ID on RingCX Campaign

    currently it shows all assigned numbers for the whole account instead of showing only numbers assigned to the sub account as outbound caller ID

    11 votes

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12. New Reporting Metric: Chat Widget Uptime & Hourly Available Gap Analysis

    Summary of Requirement: We require a report that tracks the availability status of the web chat widget (Visible vs. Hidden) relative to business hours. Specifically, we need to report on the percentage and duration of time the chat option was unavailable/hidden on the customer's website, broken down by hour.

    Use Case: The client is a Business Process Outsourcing (BPO) provider whose revenue model is strictly tied to engagement volume.
    * Revenue Loss - Every minute the chat widget is hidden (due to capacity limits or staffing gaps) equates to unrecoverable missed revenue.
    * The "Black Hole" Effect - Currently, RingCX reports on interactions received. It does not report on the time periods where the widget was effectively "down." During peak seasonal periods (e.g., Christmas), the client suspects high unavailability (potentially >50%) but lacks the data to prove it or pinpoint the exact hours it occurs.

    Impact on Customer Experience (CX)
    * Sentiment Decline - The client’s demographic demands immediate, live support. When the chat option is hidden during business hours, it creates significant friction and damages brand perception.
    * Blind Spots - Without visibility into "unavailability duration," the client cannot quantify the negative impact on CX scores during peak traffic.

    Operational & Workforce Management Impact
    * WFM Inefficiency - Without knowing when the widget is hiding due to lack of agents, the WFM team cannot optimize schedules. They are effectively staffing based on "answered" volume rather than "true demand."
    * Forecasting - They cannot accurately forecast for future peaks because the "lost time" data is missing from historical reports.

    Specific Functional Requirement We request a standard report or dashboard widget that visualizes:
    1. Hourly Availability Rate: (e.g., 09:00–10:00: Chat Widget Active 40 mins / Inactive 20 mins).
    2. Unavailability Percentage: A calculation of (Time Widget Hidden / Total Business Hours) * 100.

    It would also be helpful to offer threshold alerts and the ability to flag when unavailability exceeds a certain percentage (e.g., >10% downtime) to trigger immediate staffing adjustments.

    Summary of Requirement: We require a report that tracks the availability status of the web chat widget (Visible vs. Hidden) relative to business hours. Specifically, we need to report on the percentage and duration of time the chat option was unavailable/hidden on the customer's website, broken down by hour.

    Use Case: The client is a Business Process Outsourcing (BPO) provider whose revenue model is strictly tied to engagement volume.
    * Revenue Loss - Every minute the chat widget is hidden (due to capacity limits or staffing gaps) equates to unrecoverable missed revenue.
    * The "Black Hole" Effect - Currently, RingCX… more

    6 votes

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13. Feature Request: Conditional Caller ID Enforcement for Warm Transfers and Consultations Across RingCX and RingEX

    *Summary

    Introduce a platform-level capability to enforce conditional Caller ID behavior for internal calls during warm transfers and consultations, ensuring consistent Caller ID presentation across RingCX and RingEX environments.

    *Problem Statement

    During warm transfers or consult calls—whether between RingCX agents or from RingCX to RingEX users—Caller ID presentation may vary and display RingEX Born Super Admin name, queue numbers, site numbers, or system-generated identifiers. This inconsistency creates confusion during internal collaboration. However, once a call is fully transferred or taken over, the receiving party must see the original customer identity to preserve service continuity.

    *Proposed Capability

    Implement call-state–aware Caller ID logic that functions uniformly across RingCX and RingEX:

    • Internal Calls/ Consultation / Warm Transfer phase
    Caller ID = Originating agent’s extension

    • Transfer completed / Call taken over
    Caller ID = Customer’s DID

    *Scope

    In Scope

    • Warm transfers and consult calls originating from RingCX

    • Transfers and consultations targeting:

    RingCX agents

    RingEX users

    • All client and device types:

    RingCX Native ringcx.ringcentral.com

    SPOG

    Deskphones connected to RingCX/EX

    • Automatic Caller ID transition based on call state

    Out of Scope

    • Cold transfers

    • External PSTN Caller ID behavior outside post-transfer state

    Functional Requirements

    1. During a warm transfer or consultation, the displayed Caller ID must be the originating agent’s extension.

    2. Once the call is transferred, taken over, or bridged, the Caller ID must switch to the customer’s DID.

    3. No queue number, site number, or system-generated identifier may be presented at any stage.

    4. Behavior must be consistent regardless of whether the transfer target is RingCX or RingEX.

    5. No per-agent, per-user, or per-device configuration should be required.

    Acceptance Criteria

    • Receiving RingCX agents and RingEX users see the originating agent’s extension during consultation.

    • Upon transfer completion or takeover, the customer’s DID is displayed.

    • Caller ID transitions occur seamlessly without re-ringing, call drops, or UI inconsistencies.

    • Deskphones reflect identical behavior to soft clients.

    • Existing external Caller ID behavior remains unchanged.

    Business Value

    • Ensures consistent internal caller identification across RingCX and RingEX

    • Improves agent collaboration during consultations

    • Preserves customer context at the moment of handoff

    • Aligns with standard enterprise call transfer expectations

    Priority

    • High, especially for hybrid RingCX–RingEX deployments

    *Summary

    Introduce a platform-level capability to enforce conditional Caller ID behavior for internal calls during warm transfers and consultations, ensuring consistent Caller ID presentation across RingCX and RingEX environments.

    *Problem Statement

    During warm transfers or consult calls—whether between RingCX agents or from RingCX to RingEX users—Caller ID presentation may vary and display RingEX Born Super Admin name, queue numbers, site numbers, or system-generated identifiers. This inconsistency creates confusion during internal collaboration. However, once a call is fully transferred or taken over, the receiving party must see the original customer identity to preserve service continuity.

    *Proposed Capability

    Implement call-state–aware Caller ID… more

    4 votes

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14. RingCX Admin - Add the ability to select a range of agents with Shift+Click

    If I want to bulk edit agents in RingCX Admin, I have to click the checkbox next to their name one by one.
    Editing 50 agents takes 50 clicks.

    I am aware we can edit all users in a group simultaneously with the checkbox next to the group name. I would like to be able to select a checkbox, hold shift, then click a box below to select all of those agents in the range.

    It should only select the range of boxes since the previous checked box.
    For example, I have 100 users I need to edit who are in the same group but there are 10 agents in the middle that I don't want to edit.

    I should be able to click the first agent, hold shift, then click agent #40 to select the first 40 people. I would skip agents #41-50, then click the box next to agent #51, hold shift, and click agent #100 to select the rest.

    If I want to bulk edit agents in RingCX Admin, I have to click the checkbox next to their name one by one.
    Editing 50 agents takes 50 clicks.

    I am aware we can edit all users in a group simultaneously with the checkbox next to the group name. I would like to be able to select a checkbox, hold shift, then click a box below to select all of those agents in the range.

    It should only select the range of boxes since the previous checked box.
    For example, I have 100 users I need to edit who are… more

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15. RingCX - Display User Extension Number When Transferring to RingCX OR RingEX

    If a CX agent takes a voice queue call from number 333-444-3344,
    When they transfer that call to another CX agent, the other agent will see 333-444-3344 is calling

    We want them to see the name of the agent who is trying to transfer to them.
    Imagine, the call drops mid-transfer. If the agent knew who was transferring to them, they could reach out to that person to get information and know if they need to follow up

    There is already an existing request for something similar when transferring from RingCX -> RingEX. As of now, calls made from CX to EX will just show the main outbound caller ID of the account, so no one in EX knows who's calling since it just says the name of our company when it's ringing them from CX.

    If a CX agent takes a voice queue call from number 333-444-3344,
    When they transfer that call to another CX agent, the other agent will see 333-444-3344 is calling

    We want them to see the name of the agent who is trying to transfer to them.
    Imagine, the call drops mid-transfer. If the agent knew who was transferring to them, they could reach out to that person to get information and know if they need to follow up

    There is already an existing request for something similar when transferring from RingCX -> RingEX. As of now, calls made from CX… more

    9 votes

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16. Identify percentage of RingCX calls that are recorded

    Need a way to query data to identify what % of calls are recorded.

    3 votes

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17. Enhanced Case Logging Experience with Rich Text Formatting and Multi-Party Communication

    Requested Enhancements:
    Rich Text / Formatting Support
    Allow basic formatting in case descriptions and replies, including:
    Bullet points and numbered lists
    Paragraph spacing
    Bold / italics / headings
    Inline code or monospaced text (where relevant)

    This would significantly improve clarity when describing technical issues, test results, timelines, or step-by-step findings.

    Ability to Add External or Internal Parties to the Case Thread
    Enable customers to:
    Add additional participants (e.g. colleagues, partners, or vendors) to the case communication thread
    CC or notify relevant stakeholders without forwarding emails manually
    Maintain a single, auditable communication trail within the case
    Improved Communication Chain Visibility
    Ensure all replies, updates, and attachments are:
    Clearly timestamped
    Attributed to the correct participant
    Easy to follow as a conversation thread

    Business Impact; these improvements would:
    Reduce misunderstandings and follow-up clarification cycles
    Improve case resolution time
    Support more effective collaboration between customer teams, RingCentral Support, and Solution Engineers
    Provide clearer documentation for complex or ongoing issues
    For customers managing enterprise-level deployments and cross-functional teams, these enhancements would materially improve the overall support experience.

    Ideally, the comment box should also expand.

    Requested Enhancements:
    Rich Text / Formatting Support
    Allow basic formatting in case descriptions and replies, including:
    Bullet points and numbered lists
    Paragraph spacing
    Bold / italics / headings
    Inline code or monospaced text (where relevant)

    This would significantly improve clarity when describing technical issues, test results, timelines, or step-by-step findings.

    Ability to Add External or Internal Parties to the Case Thread
    Enable customers to:
    Add additional participants (e.g. colleagues, partners, or vendors) to the case communication thread
    CC or notify relevant stakeholders without forwarding emails manually
    Maintain a single, auditable communication trail within the case
    Improved Communication Chain Visibility
    Ensure… more

    2 votes

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18. CSAT Filters

    CSAT filters should include a filter for: Individual or multiple Call Queue(s) and or Individual Agents

    1 vote

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19. Recording from RingCX should be assigned to the agent who answered the call

    For call recordings in RingCX, if the initial segment of the call is RNA or deflected and then routed to another agent, the recording name should be on the agent who answered the call, not on the agent who gets the ring first. It would be ideal if there were additional tokens to choose from under the destination directory.

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20. MMS

    Enable RingCX users to send or receive MMS messages directly within the platform.

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