1664 results found

1. Full Telephony Migration to RingCX with Physical Phone Support

   Request Summary
   The customer would like the ability to migrate their telephony operations entirely to RingCX, eliminating the current dependency on RingEX for initial call handling. At present, inbound calls are routed through RingEX first and are only transferred to RingCX when no agents are available. The customer's preferred design is for calls to be handled directly within RingCX from the outset.

   Business Need
   The customer is seeking a streamlined contact center architecture that leverages RingCX as the primary telephony platform. This would simplify call routing, reduce reliance on multiple platforms, and provide a more centralized agent experience and reporting model.

   Requested Functionality

   Support for full telephony operations within RingCX without requiring RingEX as the initial call-handling layer.
   Ability for agents to receive and manage RingCX interactions using a physical desk phone while remaining logged into RingCX as a softphone agent.
   Clarification on whether a hybrid configuration is supported where:
   RingCX remains the agent platform for call control, reporting, and routing.
   A physical desk phone serves as the endpoint for voice communications.
   Documentation and guidance outlining:
   Supported deployment models
   Configuration requirements
   Licensing prerequisites
   Dependencies between RingEX and RingCX
   Known limitations or restrictions

   Current State

   Inbound calls are initially processed by RingEX.
   Calls are only routed to RingCX under specific conditions (e.g., agent unavailability).
   The customer would like to remove this dependency and have RingCX act as the primary telephony platform.

   Desired State

   Inbound calls enter RingCX directly.
   Agents can continue using a physical desk phone for call audio while operating within the RingCX agent interface.
   The solution is fully supported and documented by RingCentral.

   Business Impact

   Simplifies the customer’s telephony architecture.
   Improves operational efficiency by consolidating telephony and contact center workflows.
   Reduces administrative overhead associated with managing separate RingEX and RingCX call flows.
   Supports the customer's planned telephony migration strategy.

   Request for Product Team Please evaluate and confirm:

   Whether full telephony migration directly to RingCX is supported.
   Whether agents can use physical desk phones as their voice endpoint while remaining active in RingCX.
   Any technical, licensing, or architectural requirements needed to support this deployment model.
   If the functionality is not currently supported, consider this a feature enhancement request for future roadmap evaluation.

   Request Summary
   The customer would like the ability to migrate their telephony operations entirely to RingCX, eliminating the current dependency on RingEX for initial call handling. At present, inbound calls are routed through RingEX first and are only transferred to RingCX when no agents are available. The customer's preferred design is for calls to be handled directly within RingCX from the outset.

   Business Need
   The customer is seeking a streamlined contact center architecture that leverages RingCX as the primary telephony platform. This would simplify call routing, reduce reliance on multiple platforms, and provide a more centralized agent experience and reporting… more

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2. Provide More Granular Control Over Available Caller ID Options in RingCX

   Issue / Customer Request:
   Customers would like more control over the caller ID options displayed in the RingCX Alternate Caller ID dropdown. Currently, numbers made available through RingEX, including IVR menu numbers and call queue numbers, may continue to appear even after Caller ID restriction settings have been configured in the RingEX Admin Portal.

   Current Behavior:
   RingCX displays available RingEX caller ID options according to the current system design. The existing RingEX Caller ID restriction settings apply to number categories rather than individual numbers and may not provide the level of control customers expect within RingCX.

   Expected Behavior:
   RingCX should provide more granular control over the caller ID options available to users, allowing administrators to manage which numbers appear in the Alternate Caller ID dropdown.

   Requested Enhancement:
   Consider implementing the following capabilities:

   Ensure RingCX appropriately reflects applicable RingEX Caller ID restriction settings.

   Allow administrators to exclude specific numbers, such as IVR menu numbers and call queue numbers, from the Alternate Caller ID dropdown.

   Provide more granular configuration options for managing available outbound caller IDs.

   Business Impact:
   Without more granular control, customers may be unable to remove unwanted caller ID options from the RingCX interface, potentially creating confusion for users and limiting administrative flexibility.

   Issue / Customer Request:
   Customers would like more control over the caller ID options displayed in the RingCX Alternate Caller ID dropdown. Currently, numbers made available through RingEX, including IVR menu numbers and call queue numbers, may continue to appear even after Caller ID restriction settings have been configured in the RingEX Admin Portal.

   Current Behavior:
   RingCX displays available RingEX caller ID options according to the current system design. The existing RingEX Caller ID restriction settings apply to number categories rather than individual numbers and may not provide the level of control customers expect within RingCX.

   Expected Behavior:
   RingCX should… more

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3. Separate Timer Configuration for the Away Base State in RingCX

   Introduce a Dedicated Timer Setting for the Away Base State

   Current Behavior:
   Currently, the Away base state does not have its own configurable timer. Instead, it follows the Break Timer configured under the account settings, which also controls the On Break state.

   As a result, when an agent uses a state with the Away base state, the timer counts down based on the configured Break Timer rather than allowing the Away state to operate independently.

   Requested Enhancement:
   Introduce a dedicated, configurable timer for the Away base state, separate from the existing Break Timer.

   This would allow administrators to configure the timer behavior for the Away base state independently without affecting the On Break state or its timer settings.

   Business Justification:
   Currently, administrators have limited flexibility in managing agent states because the Away and On Break states share the same Break Timer configuration.

   The existing workarounds are to change the base state to Working or remove the Break Timer entirely. However, changing the base state may not align with the intended workflow, while removing the Break Timer also affects the On Break state.

   A dedicated Away timer would provide greater flexibility and allow administrators to configure agent states according to their operational requirements.

   Introduce a Dedicated Timer Setting for the Away Base State

   Current Behavior:
   Currently, the Away base state does not have its own configurable timer. Instead, it follows the Break Timer configured under the account settings, which also controls the On Break state.

   As a result, when an agent uses a state with the Away base state, the timer counts down based on the configured Break Timer rather than allowing the Away state to operate independently.

   Requested Enhancement:
   Introduce a dedicated, configurable timer for the Away base state, separate from the existing Break Timer.

   This would allow administrators to configure the… more

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4. AI Summaries for RingCX Plugin for Dynamics after Call Disposition

   AI Summaries for RingCX Plugin for Dynamics after Call Disposition

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5. Allow Call data to populate in Agent Assist window Post Call

   Current functionality:
   Agent Assist only works while a call is connected. Agents must open it during the call, or have it already open from earlier in the call.

   If an agent opens Agent Assist for the first time after hanging up, it can’t load that call’s context. It starts without it, so the Knowledge Base, AI Checklist results and call transcript don’t appear, or the panel stays stuck loading.
   The information loads normally if the panel was opened before the call ends.
   As a result, an agent who doesn’t open Agent Assist before the call ends loses access to the AI output from that call.

   Desired functionality:
   Transcript, Knowledge Base content and AI Checklist results for a call should stay accessible in the Agent Assist tab after the call ends, including during wrap-up and disposition. This should hold even if the agent never opened the panel during the call. The AI data is already generated during the call, so opening the tab afterward should show it rather than fail to load.

   Why this is important:
   -Adoption and ROI of the AI add-ons. Customers pay extra for Agent Assist. Removing the “open it first” requirement means they get full value from it on every call, not only the calls where the panel happened to be open.
   -Agent and quality review. Agents and supervisors can review checklist compliance and transcripts after the call, which supports coaching and performance review.
   -Better wrap-up and dispositions. Agents can refer to the transcript or KB content while writing notes and choosing a disposition.

   Current functionality:
   Agent Assist only works while a call is connected. Agents must open it during the call, or have it already open from earlier in the call.

   If an agent opens Agent Assist for the first time after hanging up, it can’t load that call’s context. It starts without it, so the Knowledge Base, AI Checklist results and call transcript don’t appear, or the panel stays stuck loading.
   The information loads normally if the panel was opened before the call ends.
   As a result, an agent who doesn’t open Agent Assist before the call ends loses access to the… more

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6. RingCX and Slack integration

   Many of the tools in our environment work with Slack. There is a RingEX integration with Slack, but our users are requesting the ability to set status in Slack that corresponds to RingCX. If the user sets themselves as unavailable in Slack, to have that update the RingCX status to unavailable as well.

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7. User list actually includes all users

   Currently, the User List historical report does not include all of our users. I'm unclear on why that is the case, but we are about 20% short when running the report.

   I suggest that the user list historical report actually include all the users on the tenant.

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8. Since the Real-Time Agent dashboard currently does not provide a dedicated metric for answered calls, this appears to be a limitation of the

   Since the Real-Time Agent dashboard currently does not provide a dedicated metric for answered calls, this appears to be a limitation of the existing reporting functionality rather than a confirmed defect.

   To address this gap, we can submit a feature request through the RingCentral Ideas portal for the Analytics team to consider adding an Answered Calls metric to the Real-Time Agent report in a future release.

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9. Add Hang-up Party attribute in RingCX Analytics

   Currently, Term Party and Term Reason values in RingCX Analytics Historical reports are not able to fully show and give an idea of which party ended an interaction.
   Raising this Idea so that we may have a value called Hang-up Party where it will be a simple representation of the entity that initiated the hang-up action.
   As such details are already available on SBC level, the possibility is to have 1 (interaction initiating party), 2 (receiving party) and 0/3 (if an issue happened elsewhere for the interaction to finish unexpectedly).

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10. Support # (Pound Sign) as a Collectible DTMF Input in RingCX Workflows

    Currently, in RingCX workflow nodes (such as Get Voice Input or DTMF Collection), the # (pound/hash) key is hardcoded or designated by default as the Terminating Key (Termination Digit).

    Because the system intercepts # as a control signal to end input collection:

    It is automatically stripped from the collected string or ignored as a valid data character.

    Workflow designers cannot map # as a standalone interactive choice (e.g., "Press # to repeat options" or "Press # to return to the main menu").

    The input grammar masks strictly expect numeric digits (0–9), treating # strictly as a trigger to halt evaluation rather than actionable input.

    A. Configurable Terminating Key Property
    Add a configuration field in the Get Voice Input / DTMF Node properties allowing workflow designers to explicitly set or disable the Terminating Key.

    Options:

    Default (#)

    Custom (Select *, 0–9, or None)

    None (Disable Termination Key)

    B. Allow # in DTMF Input Mask & Grammar
    Allow # to be included as a valid character in standard input masks (e.g., allowing regex/grammars that match # as a valid single digit or part of a string).

    Currently, in RingCX workflow nodes (such as Get Voice Input or DTMF Collection), the # (pound/hash) key is hardcoded or designated by default as the Terminating Key (Termination Digit).

    Because the system intercepts # as a control signal to end input collection:

    It is automatically stripped from the collected string or ignored as a valid data character.

    Workflow designers cannot map # as a standalone interactive choice (e.g., "Press # to repeat options" or "Press # to return to the main menu").

    The input grammar masks strictly expect numeric digits (0–9), treating # strictly as a trigger to halt evaluation… more

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11. additional timezone option

    Hi team

    Please have a option to add more timezone in the ringex portal such as mountain time alberta please see screenshot attach

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12. Display Voicemail Duration in Email Notifications

    Request Type: Feature Enhancement

    Product: RingCX

    Feature Area: Voicemail / Email Notifications

    1. Request Summary

    The customer is requesting an enhancement to display the duration of a voicemail recording, in seconds, directly within the corresponding voicemail email notification.

    1. Current Behavior

    When users receive voicemail email notifications, the notification does not clearly display the voicemail recording's duration. Users must open the voicemail or access the recording to determine how long the message is.

    This creates additional work when users receive numerous voicemail notifications, including very short recordings resulting from brief hang-ups.

    1. Requested Enhancement

    Add the voicemail recording duration to the body of RingCX voicemail email notifications.

    The duration should be displayed in an easily identifiable format, such as:

    Voicemail Duration: 3 seconds

    Voicemail Duration: 25 seconds

    Voicemail Duration: 2 minutes, 15 seconds

    The duration should be populated automatically based on the actual length of the recorded voicemail.

    1. Business Use Case and Benefits

    Displaying voicemail duration would help users:

    Quickly identify very short voicemail recordings and potential hang-ups.

    Prioritize messages that are more likely to contain useful information.

    Reduce the time spent opening and reviewing individual voicemail recordings.

    Improve productivity when handling high volumes of voicemail notifications.

    Request Type: Feature Enhancement

    Product: RingCX

    Feature Area: Voicemail / Email Notifications

    1. Request Summary

    The customer is requesting an enhancement to display the duration of a voicemail recording, in seconds, directly within the corresponding voicemail email notification.

    1. Current Behavior

    When users receive voicemail email notifications, the notification does not clearly display the voicemail recording's duration. Users must open the voicemail or access the recording to determine how long the message is.

    This creates additional work when users receive numerous voicemail notifications, including very short recordings resulting from brief hang-ups.

    1. Requested Enhancement

    Add the voicemail recording duration to the body of… more

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13. Direct activation

    Add direct activation on user's page in ring central admin, it would be helpful to have an activation button in the admin portal in the part of the users' details page, some users don't have time or know how to activate account and if we can do it for them directly either from urgency or user not having knowhow would speed up activation process. (this is apart when 1st setting up user, this is after invitation period has expired)

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14. Advanced Outbound Cadence Settings in RingCX

    Requesting an enhancement to RingCX that allows administrators to automate the movement or assignment of specific outbound lists between different work groups based on predefined schedules

    Current Limitation:

    Currently, users need to manually move specific lists between Live Voice and Voice Broadcast work groups according to their operating hours. This requires daily manual intervention to switch the lists between the two work groups.

    Requested Enhancement:

    Introduce advanced outbound cadence settings that allow administrators to configure automated list assignment or movement between designated work groups based on predefined schedules, including specific days and times.

    For example:

    During normal business hours, automatically assign designated lists to the Live Voice work group.

    Outside normal business hours, automatically assign the same lists to the Voice Broadcast work group.

    Allow administrators to configure recurring schedules based on business operating hours and days of the week.

    Business Impact and Benefits:

    Reduces repetitive manual tasks for administrators.

    Minimizes the risk of human error when moving lists between work groups.

    Ensures outbound campaigns follow the intended operating schedule.

    Improves operational efficiency and supports consistent campaign execution.

    Requesting an enhancement to RingCX that allows administrators to automate the movement or assignment of specific outbound lists between different work groups based on predefined schedules

    Current Limitation:

    Currently, users need to manually move specific lists between Live Voice and Voice Broadcast work groups according to their operating hours. This requires daily manual intervention to switch the lists between the two work groups.

    Requested Enhancement:

    Introduce advanced outbound cadence settings that allow administrators to configure automated list assignment or movement between designated work groups based on predefined schedules, including specific days and times.

    For example:

    During normal business hours, automatically… more

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15. Channel-Specific Agent Presence / Status Controls

    Currently, setting an agent’s status to Away in RingCX suppresses all inbound interactions across all channels (Voice, SMS, Chat, Email). We request the ability to configure channel-specific availability or status toggles at the agent level (for example: Available for SMS/Digital, Away for Voice).

    Business Impact & Use Case:

    Testing & Onboarding: Teams testing new digital channels (like SMS) need agents to receive inbound test messages without taking live inbound phone calls.

    Operational Flexibility: In day-to-day operations, supervisors often need agents to focus on asynchronous channels (SMS, Email, Chat) without being interrupted by real-time voice calls, without having to completely remove and reassign agents from voice queues.

    Current Workaround & Limitations:

    To achieve SMS-only availability today, administrators must manually unassign agents from Inbound Voice Queues or set their Voice Capacity to 0. This creates administrative overhead and is prone to human error when switching agents back to normal voice operations.

    Requested Solution:

    Provide channel-level presence toggles in the agent interface or routing configuration—allowing agents or supervisors to select which specific interaction channels (Voice, SMS, Chat) an agent is active for while in an "Available" state.

    Currently, setting an agent’s status to Away in RingCX suppresses all inbound interactions across all channels (Voice, SMS, Chat, Email). We request the ability to configure channel-specific availability or status toggles at the agent level (for example: Available for SMS/Digital, Away for Voice).

    Business Impact & Use Case:

    Testing & Onboarding: Teams testing new digital channels (like SMS) need agents to receive inbound test messages without taking live inbound phone calls.

    Operational Flexibility: In day-to-day operations, supervisors often need agents to focus on asynchronous channels (SMS, Email, Chat) without being interrupted by real-time voice calls, without having to completely remove… more

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16. able to use select one of the outgoing DIDs when using the pop out dialer
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17. New Campaign Loaded Lists View Needs Improvement

    The new campaign loaded lists view needs improvement. There was nothing wrong with the previous view. The new view added color coded status icons.. Outside of that I’m not sure why these changes were needed.

    The new look of the loaded lists view removed the ability to drag the column headers to see the full name of loaded list names, uploaded by names, and lead counts. You can hover over an item for the full name to be displayed, but this is very inefficient when trying to look at lists at a quick glance…

    Please consider adding the ability to resize columns as was available in the previous version.

    Image shows cut-off items. Blank white spots are redactions.

    The new campaign loaded lists view needs improvement. There was nothing wrong with the previous view. The new view added color coded status icons.. Outside of that I’m not sure why these changes were needed.

    The new look of the loaded lists view removed the ability to drag the column headers to see the full name of loaded list names, uploaded by names, and lead counts. You can hover over an item for the full name to be displayed, but this is very inefficient when trying to look at lists at a quick glance…

    Please consider adding the ability to… more

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18. Chat feature closes its self after telling a user that we are closed

    Add the ability for chat boxes to close themselves, for example after a user messages the chat outside of normal hours they can get a message saying "We are current closed, please reach out during our normal business hours of 8am-5pm" and after a few seconds the chat box closes its self.

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19. Increase RingCX Upload Limit Beyond 500 entries

    Increase RingCX Upload Limit Beyond 500 entries
    Request:
    Increase the maximum upload capacity from the current limit of 500 entries to support more than 500 records in a single upload.

    Business Impact:
    The current limitation requires users to split large datasets into multiple files, which increases administrative effort and processing time. Supporting larger uploads would improve efficiency, reduce manual work, and enhance the overall user experience for organizations managing high-volume data imports.

    Expected Outcome:
    Allow administrators and users to upload datasets exceeding 500 entries in a single operation, or provide a configurable upload limit that can accommodate larger volumes.

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20. Option to Route Unanswered External Phone Connections to Next Available Agent

    Option to Route Unanswered External Phone Connections to Next Available Agent

    When a RingCX agent uses an external phone number for their voice connection, the system currently treats the handoff like a call forward. If the agent does not answer, the call falls to the external phone's ring settings, and RingCX marks it as answered. We need a configuration option for RingCX to pull the call back to the queue if it is not physically answered by the agent, allowing it to route to the next available agent rather than ending up in a personal external mailbox.

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