1496 results found
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Email notification once mobile app user adds (manual not ai) task or note to a phone call
Email notification once mobile app user adds (manual not ai) task or note to a phone call so online users can get notified and see right away when something has been posted on app
1 vote -
Ability to hide or disable RingCX/SPOG within the application
The customer does not want users to access or connect to the Agent icon or SPOG when they are logged into their RingCentral application. However, some users are still attempting to connect to SPOG/RingCX through the Agent icon.
1 vote -
Allow Use of RingEX User DID as Manual Outbound Caller ID in RingCX
Overview:
Requesting enhancement in RingCX to allow agents to use their assigned RingEX (RCX-integrated) Direct Inward Dial (DID) numbers as selectable options for manual outbound caller ID within the RingCX dialer.Current Behavior:
At present, manual outbound calls in RingCX do not consistently provide the option to select the agent’s RingEX DID as the caller ID. This requires additional configuration or limits flexibility for agents who need to present their direct number when initiating outbound calls.Proposed Enhancement:
Introduce a feature that automatically syncs or makes available the user’s RingEX DID as a selectable outbound caller ID option within the…1 vote -
RingCX Feature Request: Agent Notification for Call Monitoring/Barging
RingCX Feature Request: Agent Notification for Call Monitoring/Barging
Description / Summary
Provide a visual or audible notification to RingCX agents when another user or a member of their alert/monitoring group begins monitoring or barging into their active call.Current Behavior
Currently, when an alert group is established allowing agents to monitor each other's live interactions, there is no real-time indicator or alert displayed on the screen of the agent being monitored. The system begins monitoring silently.Requested Enhancement
Introduce a clear, configurable notification setting within RingCX. When an active call is being monitored by another team member or supervisor:Visual…
1 vote -
Outbound Call Notes
It would be nice for manual outbound calls is the notes box will be available for agents to use. Since some agents use RingCX for taking notes as opposed to physical paper or other digital notebooks, having the ability to take notes within RingCX for outbound calls (just as they would be able to for inbound calls), would be great.
1 vote -
Add SharePoint Sites as a Knowledge Base Source for RingCentral AI
Please add support for Microsoft SharePoint sites as a source for the RingCentral AI knowledge base.
Currently, the knowledge base can be built using Google Drive or manual uploads, but many organizations like ours store their internal documentation, policies, procedures, and support materials in SharePoint. Allowing SharePoint sites or document libraries to be connected directly would make it much easier to keep AI knowledge current and aligned with existing company content.
2 votes -
Force Log-out "Engage Digital On-Demand" users in Engage Digital
We are requesting admins to have the ability to force log-out "Engage Digital On-Demand" users.
1 vote -
RingCX Agent Script - Button Configuration Option For Transfers
RingCX > Admin > Agent Scripts > Button > Button Configuration > Actions > Button Action: Call Control / Call Action: Cold Transfer
We had an issue when attempting to use an agent script button to perform a cold transfer to a 10 digit RingEX phone number where the tag configuration of {{model.call.ani}} was not being respected. On the EX side, the transfer recipient would see our main RingEX phone number as opposed to the callers ANI.
After a support ticket was opened for months, a support agent finally stated that we needed to use {{model.call.aniE164}}. This tag does not…
1 vote -
RingCX Conference Calling
RingCX Conference Calling
The customer would like to have conference calling functionality in the RingCX platform, enabling them to add more than two participants to a call.2 votes -
check what number given by the customer in the call back request
A report to check what number given by the customer in the call back request
Additional details for the feature that you are requesting:
There is no way to continue to track a call if the caller requests a call back to a number that they didn’t call from.What is your use case for this feature request?
To figure out what happened to a certain call/s without having to ask the caller what number they used when they enter it into the system.What problem are you trying to solve or what problems does the current functionality cause?
Streamlining…
2 votes -
Improve RingCX Salesforce OpenCTI session handling to prevent call disruption due to stale browser cache/session data
Description:
When browser cache/session data becomes stale or corrupted, RingCX Salesforce OpenCTI sessions may fail to load properly, resulting in:Calls not ringing
Agent unable to accept calls
Silent failure until cache is manually clearedRequest:
Implement improved session validation and auto-recovery mechanisms so that:The CTI session can detect corrupted/stale state
Automatically refresh/reinitialize the session without requiring full browser cache clear
Provide soft recovery (reload CTI session, re-authenticate silently, or reset state)Business impact:
Reduces agent downtime and eliminates dependency on manual cache clearing, improving reliability in production environments.1 vote -
Standalone Agent Notes Field Within Agent Script (Live Call Mode)
Provide agents with a clean, simplified interface to enter notes during live calls by enabling a standalone Agent Notes field within the Agent Script → Agent Disposition section—without exposing other fields such as Disposition or AI Summary.
Agents need a quick and distraction-free way to capture notes during live interactions. However, the current Agent Disposition section includes multiple elements (e.g., Disposition dropdown, AI Summary field), which:
*Adds unnecessary clutter during active calls
*Slows down note-taking while agents are engaged with customers
*Increases cognitive load when only note-taking is requiredKey Capabilities
- Isolated Notes Input Field: Agent Notes can be displayed…
4 votes -
Agent script Cache
Enable agents to capture notes and key caller details (e.g., customer account number, case summary, intent) directly within the agent script, with the ability for this information to persist and be automatically passed along when a call is transferred to another RCX agent.
Currently, when calls are transferred between agents, contextual information gathered by the first agent (such as notes, customer details, or conversation summary) is not retained or visible to the next agent. This results in:
1. Repetition for customers who need to restate their concern
2. Increased handling time
3. Potential inconsistencies in customer experience4 votes -
Sub-Status Selection During "Engaged" State for Mid-Call Task Tracking (RingCX)
Hi Team,
I am submitting a high-impact Feature Request on behalf of a RingCX customer who manages a high-volume Customer Service Representative (CSR) team.
Customer Use Case & Workflow
The customer’s team frequently handles multi-purpose interactions where a single customer call covers multiple distinct topics (e.g., spending the first few minutes on a billing dispute, then transitioning to processing a payment).The customer wants supervisors to be able to monitor exactly what an agent's current call is about in real time and track how long they spend on each specific task within that single live interaction.
Proposed Feature / Ideal…
2 votes -
Expose “Allow Call Transfer to Non-Available Agents” Setting in Customer-Facing RingCX Admin Portal
Summary:
Request to make the existing setting “Allow call transfer to non-available agents” visible and configurable within the customer-facing RingCX Admin Portal, aligning it with current availability in the internal RingCX Super Admin tool.Background:
The setting “Allow call transfer to non-available agents” is বর্তমানে accessible and configurable through the internal RingCX Super Admin tool. However, this option is not exposed in the customer-facing admin interface.This creates a discrepancy between internal and customer-level configuration capabilities.
Current Behavior:
Setting is available via internal RingCX Super Admin tool
Setting is not visible or configurable in the customer-facing RingCX Admin Portal
Customers…2 votes -
Allow change of state for RC CX Agents
We would like to be able to change states actively during a call. Our Leads like to track time spent on specific parts of a call (IE. Payments / Flood Insurance ) We have several use cases where our Supervisors want agents to be able to swap mid call so that the team can actively check how long members are taking for various actions while on a call.
1 vote -
Allow Admins to Apply Business Override Templates at the Queue Level for Bulk Configuration
Title:
Allow Admins to Apply Business Override Templates at the Queue Level for Bulk ConfigurationDescription:
Currently in RingCX, Business Override settings must be configured manually for each individual queue. For environments where each queue has its own DID, this becomes highly repetitive and time-consuming—especially when managing a large number of queues.We would like to request an enhancement that enables Admins to create and apply reusable Business Override templates across multiple queues.
Requested Functionality:
Allow Admins to create and save Business Override templates.
Enable applying a template to multiple queues simultaneously or assigning a default template during queue creation.…1 vote -
Presence Sync Control between RingEX (REX) and RingCX (RCX)
Problem Statement
In the current SPOG (RingCX in RingCentral app) setup, agent presence is not fully synchronized between RingEX and RingCX.When a user is actively engaged in a RingEX call, their RingCX status may still appear as Available. As a result, RingCX continues to route inbound CX calls to the agent, leading to overlapping interactions and unintended call interruptions.
This creates a conflict in blended environments where both RingEX and RingCX are actively used.
Current Behavior
Agent receives or is on an active RingEX call
RingCX (SPOG) status remains Available
RingCX continues routing inbound CX calls to the same…2 votes -
Allow Admin Self-Service Management of Campaign Real-Time DNC Integration Without Support Intervention
"I see that the integration part has been added, is there any way that this could be added by us in the future so that we don't have to create a ticket"
Description:
Currently, when a new campaign is created and requires integration setup/configuration, customers must submit a support ticket to have the integration component added or configured.We would like to request an enhancement that allows Admins to independently manage and assign integrations to campaigns without requiring assistance from Support or internal teams.
Requested Functionality:
Allow Admin users to add, configure, or enable integrations directly within the admin portal/UI.…
1 vote -
Historical Reporting ability to select days of the week.
Add specific days of the week to the custom scheduling options. When a user clicks on "custom" the UI should display a list of days so that the user can select to run the report every Monday, every Tuesday, etc. See attachment for example.
Admin's are currently using the custom option to built the report run the on Tuesday, another run on Wednesday, Thursday, etc. This is time consuming and could be solved by giving an option to select the days of the week as in the top image of the PDF.
1 vote
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