1665 results found
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Configuration to optionally allow Agent Notes field under Disposition Menu
the Agent Disposition Notes field is present in order to complete call disposition. With the ability for agents to now edit and update the Summary field, this requirement often results in duplicated information and increased after-call work.
We understand that the Agent Disposition Notes field is a core product design element and cannot currently be disabled at the account level. However, for many customers, the Summary field is sufficient—and preferred—for capturing call outcomes and context.
Requested enhancement:
Add an account-level configuration option that allows customers to disable the Agent Disposition Notes field, enabling teams to rely solely on the Summary…1 vote -
Enable Searching and Managing Contacts even without being on an Active call
Currently, full contact cards in RingCentral are only accessible during an active call. When not on a call, users cannot search for, view, or update contacts unless they navigate through Call History, which is limiting and inefficient.
Requested enhancement:
Provide a centralized Contacts view that allows agents to:Search and manage contacts at any time (not just during active calls)
View full contact cards outside of calls
Create, edit, and update contacts proactively2 votes -
Align RingCX Agent 'Stats' Tab with Real-Time Analytics: Split 'Presented' into Inbound & Outbound
Currently, in the RingCX Agent Interface, the Stats tab (specifically under the 'Inbound' and 'Blended' views) provides a single column for "Presented" calls. This metric is an aggregate that combines both Inbound and Outbound presented calls into one figure.
In contrast, the RingCX Analytics Real-Time Dashboards (e.g., the People Services Dashboard) already provide a granular breakdown with separate columns for "Pres. IB" (Inbound) and "Pres. OB" (Outbound).
This discrepancy creates a lack of visibility for agents who need to distinguish between their reactive (inbound) and proactive (outbound/manual dial) performance within their primary workspace.
Proposed Solution
Update the Table Settings within…29 votes -
Adaptive AI Speaking Voice: The AI voice agent should dynamically adjust its speaking pace to align with the caller’s speed of speech.
Adaptive AI Speaking Voice: The AI voice agent should dynamically adjust its speaking pace to align with the caller’s speed of speech. This is especially important as many of our clients are seniors who may speak or respond more slowly, and a matched pace helps create a more comfortable and accessible interaction.
7 votes -
RingCX - MS Dynamics plugin - Agent script open a contact details popup window when agent receive call
Currently in RCX MS Dynamics plugin, when you use an agent script to open a popup window displaying contact details, the script is launched when agent answer the call and NOT when agent receive the call. Thus agent doesn't know who call until he answered the call.
And thus we will have same behavior in RCX MS Dynamics and RCX embedded in REX desktop app.
So agent script must be launched when agent receive and thus agent will be able to see contact details in the popup window before answering the call.3 votes -
callback feature only when calls are waiting or wait time reaches a set threshold
Feature Request: Create a feature that can dynamically determine when a callback queue event should be offered based on specific thresholds (i.e SLA, elapsed time (currently in place), abandoned rates, # of calls waiting, etc.)
5 votes -
Option in RingCX to never allow our agents to mute an interaction
We would like to implement a feature in RingCX that prevents our agents from muting any ongoing interactions. This option should ensure that all communications remain audible and transparent, thereby enhancing accountability and ensuring that all parties are fully engaged in the conversation. This could help minimize misunderstandings and promote a higher level of service quality.
2 votes -
SMS delayed send
SMS Delayed Send allows users to compose a message and choose a specific date and time for it to be sent automatically, rather than delivering it instantly.
This feature gives teams more control, consistency, and professionalism in how they communicate—especially in time-sensitive or customer-facing operations.2 votes -
Show Indicator for Inbound Queue Callback on Agent Side
Description:
Currently, when a call comes in as a callback from a queue, the RingCX agent interface treats it as a normal inbound call. There is no visual indication or label to inform the agent that this call was requested via a queue callback.This makes it difficult for agents to differentiate between standard inbound calls and callbacks, which can impact handling priority and customer experience.
Requested Feature / Enhancement:
- Add an option (script or toggle) in RingCX Admin / Studio / Agent Interface to clearly indicate on the agent side when a call is an inbound queue…
6 votes -
Custom Alphanumeric Verification for Call Queue Routing with CRM Association
We would like to request a feature that enables the use of a custom alphanumeric verification code for callers entering a call queue. The length and format of this code should be configurable by the customer.
Proposed Functionality:
Allow callers to input a unique alphanumeric verification code before or during entry into a call queue
Enable administrators to define the length and format of the code (e.g. numeric only, alphanumeric, fixed or variable length)
When a valid code is entered, automatically bypass standard IVR menu selections and route the caller directly into the appropriate queue
Integrate with CRM systems so…2 votes -
RingCX Voice Connection (RingCentral Phone) Call Control Enhancement
Summary:
Request to enhance call control functionality when using "RingCentral Phone" as the selected voice connection within RingCX.Description:
Currently, when "RingCentral Phone" is selected as the voice connection in RingCX, the call control remains within the RingCX platform (ringcx.ringcentral.com). As a result, users are unable to perform call control actions—such as call transfer—directly from the RingCentral App.Expected Behavior:
When "RingCentral Phone" is selected as the voice connection, call control should be enabled within the RingCentral App, allowing users to:Perform call transfers
Access standard call control features (hold, mute, transfer, etc.)
Seamlessly interact with RingEX features, including voicemail…3 votes -
call back to follow queue business hours
We have a CX Queue called RPS. On Fridays, the queue closes at about 4:30pm. The agents log off and go home. Sometimes there is a requested callback still waiting to happen. The next morning, the RPS agent arrives at 6:45am for our 7:00am opening of the rehabilitation department. The agent needs to log in to receive any calls concerning the 7am appointments, like late arrive or cancelling the appointment. This agent then at 6:45am fields the callback that was left the previous night. This is too early to be calling patients. We would like that callback to start at…
26 votes -
RCX | Whisper greeting
Add an ability or a configuration to have like a whisper greeting for the agent in RingCX on which queue the call came from or the queue their callers chose.
3 votes -
RCX | Unique Caller Reports
Customer is looking for a more simplistic way of filtering the Unique callers they have coming to the RCX. They want to have a Report that will show them the unique caller and also a way to filter or the option to show how many times a specific number called them within a day, month or year.
2 votes -
Closed Caption in CX
RingCX currently does not provide live closed captioning or real‑time transcription visibility for agents handling voice calls in the RingCentral desktop app. This creates a meaningful accessibility gap, especially given that live captions are available in RingEX and that RingCX already performs real‑time transcription behind the scenes for analytics and AI features.
This appears to be a product parity and accessibility issue, not a technical limitation.Why This Matters
Live closed captioning is a recognized accessibility accommodation, not merely a convenience feature. Its absence in RingCX directly impacts:Deaf or hard‑of‑hearing agents
Agents with auditory processing disorders
Neurodivergent agents who…4 votes -
RCX | Allow 1 number to be used for both Voice queue and SMS channel
Looking for the ability to just use the Same phone number for the voice queue and for the SMS channel. This is to avoid adding multiple numbers to an agent in EX.
3 votes -
Need an enhancement to our call‑handling interface that adds a real‑time hold‑duration timer for agents.
We need an enhancement to our call‑handling interface that adds a real‑time hold‑duration timer for agents. Currently, agents can see the total call time but cannot see how long a caller has been on hold, leading to compliance gaps, inconsistent customer experience, and unintentionally long hold times. I would like to request A secondary timer that: Displays real‑time hold duration (HH:MM:SS) Resets each time hold is removed Remains visible at all times If possible, and alerts agent when hold exceeds a set threshold
7 votes -
Call Park in RingCX
Feature Request: Call Park for RingCX
Summary:
Enable Call Park functionality within RingCX to allow agents to place a call on hold in a shared "parking spot" and retrieve it from any other device or extension.Details:
Currently, RingCX does not support call parking, which limits flexibility for teams handling calls across multiple devices or locations. Call Park is a critical feature in traditional PBX and UC systems, and its absence in RingCX creates workflow inefficiencies.Proposed Functionality:
Agents can park an active call into a designated slot.
The system generates a unique park number or code.
Any agent or…
2 votes -
Retroactive Update of Historical Reporting Data
We would like to request an enhancement to allow updates made in the admin portal (e.g., DNIS description name changes in RingCX) to be reflected retroactively in historical reporting data.
Current Behavior:
When a DNIS description name is updated in the RingCX admin portal, the new description only applies to data moving forward. Historical reports continue to display the previous DNIS description, which can lead to inconsistencies and confusion when analyzing past data.Requested Enhancement:
Enable the system to apply updated DNIS description names to historical reporting data, so that reports reflect the most current naming conventions regardless of when…2 votes -
Ability to manage TikTok direct messages
TikTok shop is one of the largest selling centres of recent years. The ability to manage TikTok shop direct messages through an omnichannel platform is crucial. BPO's and large businesses with multiple shops would hugely benefit from the integration given the difficulty of managing through seller centre and having to login to each shop separately to manage and view SLA's/outstanding.
1 vote
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