1575 results found

1. Ability to control playback speed for variable audio that is captured in a workflow

   Need the ability to control playback speed for variable input audio that is captured in a workflow, e.g. credit card number. We want to make the playback slower so that the caller can clearly understand the number.

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2. A report that will show the agent base state of working and the call ID of the call before that base state is used.

   We need a report that will show us the calls before an agent went into the working state.

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3. non RingCX users to have access on RingCx voicemail once a voicemail notification is received.

   Description:
   Provide a secure capability for external users to retrieve and listen to voicemail messages left in RingCX. This could be implemented through an authenticated voicemail access flow (such as mailbox identification and PIN verification).

   Business Need:
   Customers and external users sometimes need to access previously submitted voicemail messages without requiring an internal agent to retrieve and relay the message. A secure retrieval option would improve self-service capabilities while maintaining voicemail privacy.

   Security Requirements:

   Require authentication before voicemail playback
   Prevent unauthorized access to mailbox contents
   Allow administrators to enable/disable the feature
   Provide audit logging for voicemail access

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4. Allow Agent Connect Message for SMS

   Currently, Agent Connect Messages do not work for SMS. It would be nice to streamline that and have it also work for SMS so that agents do not have to copy and paste a reply when connecting with customers.

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5. More Flexible Targeting Rule Options

   Use Case

   We use targeting rules to control when buttons and channels are shown or hidden on the website based on operating hours and/or agent availability. At scale, this becomes difficult to manage because separate rules are required for different channels and variations such as weekday and weekend opening hours.

   Currently, this results in managing hundreds of targeting rules, creating significant manual overhead. This becomes particularly challenging when managing exceptions such as bank holidays, when individual rules need to be identified, reviewed and updated manually.

   There is also a challenge with timezone management. Targeting rules currently operate based on the end user's browser/local time. For global operations, we need the ability to configure a targeting rule against a specific timezone, regardless of where the end user accessing the website is located.

   For example, if a channel operates from 09:00–17:00 UK time, the targeting rule should follow the configured UK timezone and automatically account for daylight saving changes, rather than interpreting 09:00–17:00 based on the website visitor's local browser time.

   Desired Outcome

   Targeting rules should provide greater flexibility and centralised management through three key capabilities:

   Multiple channels per targeting rule:

   Allow multiple channels to sit under the same targeting rule. Channels with the same operating requirements could then be managed centrally rather than requiring duplicate rules for each channel.

   1. Holiday and exception management

   Introduce a Holiday/Exception Dates feature, similar to the functionality available for queues. Administrators should be able to add specific dates and define what should happen on those dates, for example:

   Apply different operating hours
   Hide the channel/button completely
   Apply alternative availability for a specific date

   1. Configurable timezone per targeting rule

   Allow administrators to select the timezone that a targeting rule should operate against, rather than relying on the end user's browser timezone. Operating hours and exception dates should then be evaluated against the configured timezone, including automatic handling of daylight saving time.

   Business Outcome

   These improvements would significantly reduce the number of targeting rules required and make large-scale, multi-region operations much easier to manage. They would reduce manual administration, simplify bank holiday and exception management, provide consistent operating hours regardless of the customer's location, and reduce the risk of channels being incorrectly available or unavailable.

   Use Case

   We use targeting rules to control when buttons and channels are shown or hidden on the website based on operating hours and/or agent availability. At scale, this becomes difficult to manage because separate rules are required for different channels and variations such as weekday and weekend opening hours.

   Currently, this results in managing hundreds of targeting rules, creating significant manual overhead. This becomes particularly challenging when managing exceptions such as bank holidays, when individual rules need to be identified, reviewed and updated manually.

   There is also a challenge with timezone management. Targeting rules currently operate based on the… more

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6. Increase Maximum Preview/Progressive Call Delay Timer Beyond 180 Seconds in RCX

   Feature Request Title: Increase Maximum Preview/Progressive Call Delay Timer Beyond 180 Seconds in RCX

   Customer / Account Name: Electronic Caregiver

   Contact: Tommy Coon (Senior Director, CX Tech and Operations Strategy)

   Current Functionality:

   In RingCentral Contact Center (RCX), the maximum configurable duration for Progressive / Preview Call Delay is capped at 180 seconds (3 minutes).

   Requested Enhancement:

   Allow administrators to set a higher maximum threshold (or remove the 180-second cap) for Preview Call Delay at the campaign/queue level.

   Business Use Case / Justification:

   The customer's agents require extended time to review complex lead information and history after a lead is fetched before forcing the outbound dial. The current 180-second limit is insufficient for their operational workflow, leading to premature forced dials before the agent finishes reviewing the lead details.

   Feature Request Title: Increase Maximum Preview/Progressive Call Delay Timer Beyond 180 Seconds in RCX

   Customer / Account Name: Electronic Caregiver

   Contact: Tommy Coon (Senior Director, CX Tech and Operations Strategy)

   Current Functionality:

   In RingCentral Contact Center (RCX), the maximum configurable duration for Progressive / Preview Call Delay is capped at 180 seconds (3 minutes).

   Requested Enhancement:

   Allow administrators to set a higher maximum threshold (or remove the 180-second cap) for Preview Call Delay at the campaign/queue level.

   Business Use Case / Justification:

   The customer's agents require extended time to review complex lead information and history after a lead is fetched… more

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7. Clarify Smart ACR Documentation

   The current Smart ACR documentation is confusing because the introductory description does not accurately reflect how the feature actually behaves.

   The article begins by stating:

   "Smart ACR determines when to play a recording announcement based on the area code and number dialed."

   Based on that wording, many administrators will assume Smart ACR is primarily a notification or announcement feature.

   However, later in the same article, the documentation states:

   "Calls to locations where one-party notification is required: Smart ACR will automatically record these calls."

   and

   "Calls to locations where two-party notification is required: These calls will not be recorded automatically..."

   Those statements show that Smart ACR is doing much more than determining when to play an announcement. It is actively determining whether Automatic Call Recording will occur at all.

   I raised a support case after observing behavior that did not match my initial understanding of the feature. Through both testing and discussions with support, it was confirmed that Smart ACR controls recording behavior based on the destination's consent requirements.

   What makes this especially confusing is that the opening description focuses on announcements when, in practice:

   Calls to one-party consent jurisdictions are automatically recorded.
   Calls to two-party consent jurisdictions are not automatically recorded.

   This means Smart ACR is primarily making recording decisions, not simply announcement decisions.

   Suggestion: Update the introductory description to clearly state that Smart ACR determines whether Automatic Call Recording can be initiated based on RingCentral's consent-law classification of the destination being called.

   Something like:

   "Smart ACR determines whether Automatic Call Recording can be started based on the consent requirements associated with the destination number and manages recording notifications accordingly."

   The current Smart ACR documentation is confusing because the introductory description does not accurately reflect how the feature actually behaves.

   The article begins by stating:

   "Smart ACR determines when to play a recording announcement based on the area code and number dialed."

   Based on that wording, many administrators will assume Smart ACR is primarily a notification or announcement feature.

   However, later in the same article, the documentation states:

   "Calls to locations where one-party notification is required: Smart ACR will automatically record these calls."

   and

   "Calls to locations where two-party notification is required: These calls will not be recorded automatically..."

   Those… more

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8. Text Vorlesen beim bestimmten Status

   Beim bestimmten Status der RC App zB Mittagspause sollte man eine Bandansage aufnehmen/importieren, abspielen und auf Voicemail umleiten dürfen. So ähnlich wie bei einer Regel, dort sind aber die Zeiten ziemlich fest vorgegeben, während eine Mittagspause ziemlich dynamisch verlaufen kann.

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9. Feature Request: Scheduled Callbacks for Voice Queue Dispositions

   Feature Request Title: Scheduled Callbacks for Voice Queue Dispositions

   Product Area: RingCX — Voice Queues / Dispositions / Queue Callback Lists

   Feature Request:

   Add a Schedule Callback option to Voice Queue dispositions. When an agent selects this disposition, they should be able to specify the callback date, time, phone number, and optional notes.

   The scheduled callback should then appear in the Queue Callback Lists tab and notify the appropriate agent when it becomes due.

   Requested notification and dialing options:

   • Display an alert, banner, or persistent notification telling the agent that a scheduled callback is due and needs to be completed.

   • Optionally allow RingCX to automatically dial the scheduled callback when the assigned agent’s state changes to Available.

   • If the original agent is unavailable, optionally allow the callback to be handled by another eligible agent in the queue.

   • Show the callback’s status, such as Scheduled, Due, In Progress, Completed, Missed, or Rescheduled.

   • Allow authorized users to reschedule, reassign, or cancel a pending callback.
   Record the callback activity in the interaction history and reporting.

   Example Workflow:

   1. An agent completes a Voice Queue interaction.
   2. The customer requests a callback at a specific date and time.
   3. The agent selects Schedule Callback as the Voice Queue disposition.
   4. The agent enters the callback schedule and saves it.
   5. The callback is added to the Queue Callback Lists tab.
   6. When the callback becomes due, RingCX displays an alert or banner to the agent.
   7. Depending on the configured behavior, the agent can manually start the call, or RingCX automatically dials the customer when the agent becomes available.
   8. The callback result is recorded and the item is removed from, or marked completed in, the callback list.

   Business Need:

   Voice Queue agents often receive requests to call customers back at a specific time. Without a native scheduling workflow, agents must rely on external calendars, notes, or manual reminders. This creates a risk of missed callbacks, inconsistent customer experiences, and incomplete reporting.

   Adding scheduled callbacks directly to Voice Queue dispositions would centralize callback management, improve agent accountability, reduce missed customer commitments, and provide better operational visibility.

   Important Distinction:

   This request is specifically for Voice Queue dispositions. It is separate from the existing scheduled-callback functionality associated with Campaign Dialer dispositions. The requested feature should work for inbound or Voice Queue interactions and integrate with the Queue Callback Lists workflow.

   Acceptance Criteria:

   • Agents can schedule a callback from a Voice Queue disposition.
   • The callback date, time, time zone, phone number, and notes can be captured.
   • The scheduled callback appears in the Queue Callback Lists tab.
   • The assigned agent receives a visible notification when the callback becomes due.
   • Administrators can configure manual dialing or automatic dialing when the agent becomes available.
   • RingCX prevents multiple agents from calling the same callback simultaneously.
   • Missed or overdue callbacks remain visible and can be escalated or reassigned.
   • Callback attempts and final outcomes are included in interaction history and reporting.

   Feature Request Title: Scheduled Callbacks for Voice Queue Dispositions

   Product Area: RingCX — Voice Queues / Dispositions / Queue Callback Lists

   Feature Request:

   Add a Schedule Callback option to Voice Queue dispositions. When an agent selects this disposition, they should be able to specify the callback date, time, phone number, and optional notes.

   The scheduled callback should then appear in the Queue Callback Lists tab and notify the appropriate agent when it becomes due.

   Requested notification and dialing options:

   • Display an alert, banner, or persistent notification telling the agent that a scheduled callback is due and needs to be… more

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10. Feature Request: Configurable Agent “Working” State Timeout

    Feature Request: Configurable Agent “Working” State Timeout
    Summary

    Enable RingCX administrators to configure a maximum duration that agents can remain in the Working status. When an agent reaches the configured timeout—for example, one hour—RingCX should automatically perform an administrator-selected action.

    Problem Statement

    • Agents may unintentionally remain in the Working status for extended periods, making them unavailable to receive new interactions. This can reduce queue coverage, affect service levels, and require supervisors to identify and correct agent statuses manually.

    Proposed Solution

    • Add an Agent State Timeout setting to the RingCX Admin Portal. Administrators should be able to:

    1. Enable or disable the timeout for the Working status.
    2. Configure the timeout duration.
    3. Select the action RingCX performs when the threshold is reached. Timeout Actions

    Administrators can choose one of the following actions:

    1. Sign out of RingCX • Completely sign the agent out of RingCX.
    2. Sign out of all queues • Remove the agent from every assigned queue while keeping them signed in to RingCX.
    3. Change status to Available • Automatically change the agent’s status from Working to Available so they can receive new interactions.
    4. Do nothing Keep the agent in Working status. The timeout event may still be recorded for reporting or monitoring purposes.

    Functional Requirements
    • The timeout duration must be configurable by an authorized administrator.
    • The timer starts when an agent enters the Working status.
    • The timer resets whenever the agent exits and later re-enters the Working status.
    • The configured action is performed only if the agent remains continuously in Working status for the entire timeout period.
    • If the agent changes status before the threshold is reached, no timeout action is performed.
    • The setting may be configured globally and, if supported by RingCX’s configuration model, overridden for specific teams or agent groups.
    • Only users with the appropriate administrative permissions can change the timeout configuration.
    • Configuration changes should be recorded in the administrative audit log.

    Each timeout event should record:
    • Agent name or ID
    • Time the agent entered Working status
    • Configured timeout duration
    • Time the threshold was reached
    • Action performed

    Result of the action

    Agent Experience

    • RingCX should optionally notify the agent before performing the configured action. For example:

    "You have been in Working status for 55 minutes. Your status will automatically change in 5 minutes."

    When the action is performed, the agent should receive a confirmation explaining what happened and why.

    Acceptance Criteria

    1. Given that the Working State Timeout is enabled, when an agent remains continuously in Working status for the configured duration, then RingCX performs the selected timeout action.

    2. Given that the selected action is Sign out of RingCX, when the timeout is reached, then the agent is signed out of RingCX.

    3.Given that the selected action is Sign out of all queues, when the timeout is reached, then the agent is removed from all queues but remains signed in to RingCX.

    1. Given that the selected action is Change status to Available, when the timeout is reached, then the agent’s status changes to Available.

    2. Given that the selected action is Do nothing, when the timeout is reached, then the agent remains in Working status and no automatic status change or sign-out occurs.

    3. Given that an agent exits Working status before reaching the timeout, then no timeout action is performed and the timer is cleared.

    4. Given that an agent later re-enters Working status, then a new timeout period begins.
       Given that an automatic timeout action occurs, then the event and its result are recorded in the audit or activity log.

    5. Given that a pre-timeout notification is enabled, then the agent receives a warning at the configured time before the action occurs.

    Business Value

    This feature would help organizations:

    • Prevent agents from remaining unavailable unintentionally.
    • Improve queue coverage and workforce availability.
    • Reduce manual monitoring by supervisors.
    • Improve the accuracy of agent-state reporting.
    • Maintain service levels through consistent status management.

    Feature Request: Configurable Agent “Working” State Timeout
    Summary

    Enable RingCX administrators to configure a maximum duration that agents can remain in the Working status. When an agent reaches the configured timeout—for example, one hour—RingCX should automatically perform an administrator-selected action.

    Problem Statement

    • Agents may unintentionally remain in the Working status for extended periods, making them unavailable to receive new interactions. This can reduce queue coverage, affect service levels, and require supervisors to identify and correct agent statuses manually.

    Proposed Solution

    • Add an Agent State Timeout setting to the RingCX Admin Portal. Administrators should be able to:

    1. Enable or… more
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11. Block Anonymous Calls in RingCX

    Request the ability to automatically block or reject incoming anonymous calls in RingCX before they are presented to agents or queues.

    Business Need:
    Organizations often receive calls from anonymous or blocked caller IDs that are unsolicited, fraudulent, or disruptive to business operations. Currently, there is no native option in RingCX to automatically reject these calls, requiring agents to manually answer and handle them. This impacts agent productivity, increases unnecessary call volume, and can negatively affect customer experience

    Benefits:
    Reduces unwanted and spam calls reaching agents.
    Improves agent efficiency by minimizing interruptions from anonymous callers.
    Enhances security by reducing exposure to nuisance or fraudulent calls.
    Provides administrators with greater control over inbound call handling.
    Improves the overall customer experience by allowing agents to focus on legitimate customer interactions.

    Request the ability to automatically block or reject incoming anonymous calls in RingCX before they are presented to agents or queues.

    Business Need:
    Organizations often receive calls from anonymous or blocked caller IDs that are unsolicited, fraudulent, or disruptive to business operations. Currently, there is no native option in RingCX to automatically reject these calls, requiring agents to manually answer and handle them. This impacts agent productivity, increases unnecessary call volume, and can negatively affect customer experience

    Benefits:
    Reduces unwanted and spam calls reaching agents.
    Improves agent efficiency by minimizing interruptions from anonymous callers.
    Enhances security by reducing exposure to… more

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12. Auto add new queues in the recording delivery

    Ability for Recording Deliveries to automate the inclusion of new queues and add them to the delivery.

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13. Agent Ability to Delete Emails/Conversations

    Currently, agents do not have the ability to delete emails or conversations emails from RingCX. In our environment, the email address associated with the platform is frequently copied on exchanges that are not relevant to agent activity or customer interactions. Historically, these messages could be removed by users to maintain a clean and relevant inbox.

    The absence of a deletion capability can lead to unnecessary clutter, making it more difficult for agents to focus on actionable customer communications and increasing the time spent managing non-relevant interactions.

    We would therefore like to request the addition of an agent-level email/conversation deletion feature, allowing authorized agents to remove emails or conversation threads that are not related to customer service activities. This functionality would help improve agent efficiency.

    Currently, agents do not have the ability to delete emails or conversations emails from RingCX. In our environment, the email address associated with the platform is frequently copied on exchanges that are not relevant to agent activity or customer interactions. Historically, these messages could be removed by users to maintain a clean and relevant inbox.

    The absence of a deletion capability can lead to unnecessary clutter, making it more difficult for agents to focus on actionable customer communications and increasing the time spent managing non-relevant interactions.

    We would therefore like to request the addition of an agent-level email/conversation deletion feature,… more

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14. export email

    Currently, the RingCX platform does not provide agents with the ability to export emails, as messages are managed as digital interactions within the solution. This limitation prevents agents from preserving the original email along with its associated metadata (sender, recipients, attachments, headers, date and time sent, etc.), which may be required for customer follow-up, analysis, archiving, auditing, or compliance purposes.

    We would therefore like to request the addition of an agent-level email export feature, allowing agents to export an email directly from the interaction. Ideally, the export should preserve the original message content and all available metadata, ensuring a faithful representation of the original communication and facilitating its use outside of the RingCX platform when required.

    Currently, the RingCX platform does not provide agents with the ability to export emails, as messages are managed as digital interactions within the solution. This limitation prevents agents from preserving the original email along with its associated metadata (sender, recipients, attachments, headers, date and time sent, etc.), which may be required for customer follow-up, analysis, archiving, auditing, or compliance purposes.

    We would therefore like to request the addition of an agent-level email export feature, allowing agents to export an email directly from the interaction. Ideally, the export should preserve the original message content and all available metadata, ensuring a faithful… more

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15. Enhance RingCX System-Wide Outage Communication and Browser Compatibility Notifications

    Description:
    Request enhancements to improve customer communication during system-wide incidents and browser-related service impacts within RingCX. Suggested features include:

    Display a real-time in-app service status banner when a known outage is detected.
    Provide a direct option to contact a live support agent from the login screen or error page during major service disruptions.
    Show estimated restoration times and incident updates when available.
    Include a link to the service status page so customers can monitor ongoing incidents.
    Present clear, user-friendly error messages that distinguish platform-wide outages from account-specific or login-related issues.
    Add the ability to broadcast notifications regarding browser updates or browser compatibility changes that may affect RingCentral services. Notifications could be displayed within the RingCentral application, Admin Portal, or login page to proactively inform customers of required browser updates, known browser issues, deprecated browser versions, or recommended workarounds before they impact service.

    Business Justification:
    Customers often cannot determine whether access issues are caused by a platform outage, browser changes, or account-specific problems. Providing proactive outage notifications alongside browser compatibility announcements would reduce unnecessary troubleshooting, minimize support cases, and improve the overall customer experience by keeping users informed of issues that could affect their ability to access and use RingCentral services.

    Description:
    Request enhancements to improve customer communication during system-wide incidents and browser-related service impacts within RingCX. Suggested features include:

    Display a real-time in-app service status banner when a known outage is detected.
    Provide a direct option to contact a live support agent from the login screen or error page during major service disruptions.
    Show estimated restoration times and incident updates when available.
    Include a link to the service status page so customers can monitor ongoing incidents.
    Present clear, user-friendly error messages that distinguish platform-wide outages from account-specific or login-related issues.
    Add the ability to broadcast notifications regarding browser updates or… more

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16. Exclude digital identities in bulk

    Need the ability to exclude digital identities in bulk. Specifically, we are looking for a way to exclude Identities with email domains that are not part of our company. We have over 1 M entries and performing this task manually is too labor intensive.

    7 votes

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17. Revert lost Analytics reports once an Admin has been recreated

    Revert any lost Analytics reports once an Admin has been recreated

    1 vote

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18. RCX | API for Workflow Custom Fields Retrieval

    Problem Statement:
    Currently, custom data collected during call workflows—such as DTMF survey responses configured with "Save Input for Reporting" or custom key-value pairs written via ivr.putReportField()—are only visible inside RingCX Historical Analytics (e.g., Workflow Detail with Custom Fields) and manual/scheduled CSV exports.

    There is no supported public REST API endpoint (including interaction-metadata or recording/WFM APIs) that exposes these custom workflow report fields programmatically after an interaction completes.

    For customers who need to feed IVR survey results or custom workflow variables (e.g., note_reco, AgentName, customer ratings) into external CRMs, BI tools, or internal databases via API, the current manual export processes create operational friction.

    Proposed Solution / Feature Request:
    Provide a public REST API capability to query and extract custom workflow reporting fields. Specifically:

    API Endpoint Expansion: Add an endpoint (or expand the existing Integration/Interaction Metadata API) that accepts a UII (Unique Interaction Identifier) or date range and returns all captured Custom Field Name / Custom Field Value pairs associated with that call.

    Standard Response Payload: Ensure the response JSON schema includes standard call metadata along with all values saved via "Save Input for Reporting" and ivr.putReportField().

    Use Case & Business Value:
    Automated Survey Data Sync: Allows businesses running CSAT/NPS surveys in RingCX Workflow Studio to automatically ingest customer scores into CRMs (like Salesforce or Zendesk) or data warehouses without requiring manual CSV exports or inline HTTP nodes during the call.

    Streamlined Reporting: Enables developers to build custom reporting dashboards outside of RingCX using official, supported public APIs.

    Problem Statement:
    Currently, custom data collected during call workflows—such as DTMF survey responses configured with "Save Input for Reporting" or custom key-value pairs written via ivr.putReportField()—are only visible inside RingCX Historical Analytics (e.g., Workflow Detail with Custom Fields) and manual/scheduled CSV exports.

    There is no supported public REST API endpoint (including interaction-metadata or recording/WFM APIs) that exposes these custom workflow report fields programmatically after an interaction completes.

    For customers who need to feed IVR survey results or custom workflow variables (e.g., note_reco, AgentName, customer ratings) into external CRMs, BI tools, or internal databases via API, the current manual export processes… more

    4 votes

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19. Overriding Wrap Up ACD State

    Agents should be able to override the pre-set wrap up time. They should be able to change their status back to available if no wrap up time is required and continue tackling the calls holding.

    2 votes

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20. Enable Outlook GAL Search in RingCX Digital Email (To/CC/BCC/Forward Fields)

    Business Need:
    *Customers using RingCX Digital email interactions require the ability to search and select recipients directly from the Microsoft Outlook Global Address List (GAL) when composing, replying to, or forwarding emails.

    Current Behavior:
    *The"Sync with RingEX Contacts" feature currently supports contact lookup only within the RingCX Integrated Softphone in SPOG for voice-related workflows. Users can search contacts and initiate or transfer calls using synchronized Outlook/GAL contact information. The feature does not provide GAL search capabilities within RingCX Digital email fields (To, CC, BCC, or Forward). As a result, agents must manually enter known email addresses. The upcoming release is limited to Voice on SPOG only, and Digital support was removed from the release scope.

    Requested Enhancement:
    *Add Outlook GAL lookup and recipient selection capabilities to RingCX Digital email interactions, including:

    • To field
    • CC field
    • BCC field
    • Forward recipient field

    Expected Outcome:

    • Agents can search the organization's Outlook GAL directly from RingCX Digital.
    • Matching contacts are displayed and selectable from a searchable directory.
    • Email addresses are automatically populated when a contact is selected.
    • Consistent user experience between Voice and Digital channels.

    Customer Impact:

    • Eliminates manual entry of email addresses.
    • Reduces addressing errors.
    • Improves agent efficiency and productivity.
    • Enhances integration between Microsoft 365 and RingCX Digital.

    Use Case:
    *An agent handling a Digital email interaction needs to forward or send an email to an internal employee but does not know the employee's email address. The agent should be able to search the Outlook GAL and select the recipient directly from the To/CC/BCC/Forward fields, similar to the contact lookup experience available in Voice/SPOG.

    Business Value:
    *This enhancement would improve usability for Digital agents, reduce handling time, and provide feature parity between voice and digital contact workflows.

    Business Need:
    *Customers using RingCX Digital email interactions require the ability to search and select recipients directly from the Microsoft Outlook Global Address List (GAL) when composing, replying to, or forwarding emails.

    Current Behavior:
    *The"Sync with RingEX Contacts" feature currently supports contact lookup only within the RingCX Integrated Softphone in SPOG for voice-related workflows. Users can search contacts and initiate or transfer calls using synchronized Outlook/GAL contact information. The feature does not provide GAL search capabilities within RingCX Digital email fields (To, CC, BCC, or Forward). As a result, agents must manually enter known email addresses. The upcoming release is… more

    7 votes

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