1443 results found
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Option for AI Summary that is triggered when a specific disposition is used.
Would like an option for AI Summary that is triggered only when a specific disposition is used.
1 vote -
BeeTexting and Salesforce
Request enhancement for coexistence support between RingEX for Salesforce and BeeTexting Shared Inbox, specifically to improve or preserve accurate contact ownership attribution when both solutions are used simultaneously within Salesforce.
1 vote -
Ignored/Muted Messages Reporting
We would like to be able to have either a report that can be scheduled or an alert that sends a message when a digital interaction has been ignored or muted. We are experiencing issues where messages are being auto-ignored or ignored accidentally by an agent and we need to be able to see and review when that happens to make sure that the interaction didn't actually require a response.
1 vote -
Enhanced Call Termination Attribution with Contextualized Termination Reason
Summary:
Improve call reporting by clearly separating true disconnect source attribution from termination reason (routing/system event context), ensuring customers can accurately interpret why a call ended and what system event preceded it.Problem Statement:
The current “Termination” field in the Inbound Call Detail Report can reflect an internal routing or system event rather than the actual disconnect source. This creates confusion because the same field is often interpreted as the definitive reason the call ended.In many cases, customers cannot distinguish between:
- the actual disconnect event (who ended the call), and
- the system/routing event that occurred immediately prior…5 votes -
RingCX SPOG: contact search during transfer caps at 10 results — raise the cap and add scroll
Description
In the RingCX SPOG App, when users initiate a call transfer and search for a contact, the system currently returns only 10 results.This limitation makes it difficult for agents to locate the correct contact, particularly in environments with large directories or when contacts have similar names.
Steps to Reproduce
1. Initiate or receive a call
2. Attempt to transfer the call
3. Use the contact search function
4. Observe that only 10 contacts are returned, even when more matches existActual Result
Search results are limited to 10 contacts.Expected Result
Search should return more results (e.g., 50–100)…3 votes -
Add Busy Tone and Announcement options for RingEX calls during active RingCX sessions
Current Behavior: The "Send RingEX calls to voicemail" feature currently routes all direct calls to the user’s personal voicemail while they are on a RingCX call. There is no alternative for organizations that do not use voicemail or want to avoid agents managing a personal inbox backlog.
Proposed Solution: Expand the current "Send to Voicemail" permission into a selectable menu with three additional handling options:
Busy Tone: Disconnect with a busy signal to indicate the agent is occupied.
Announcement Only: Play a "User is busy" recording and disconnect without allowing a voicemail to be left.
Forwarding: Route the direct call…
3 votes -
Allow transfer of interactions to a specific agent (RingCX)
In RingCX, interaction transfer is currently only possible to a specific queue (requeue).
Unlike Engage Digital, it is not possible to transfer an interaction directly to a dedicated / named agent.
This limitation is blocking for some operational use cases (expert handling, continuity of service, supervisor routing), where transferring to a specific agent is required.Expected evolution:
Enable the ability to transfer an interaction directly to a selected agent by name, in addition to the existing skill-based and queue-based transfers.1 vote -
Update Documentation – Remove/Revise “Global Audio” Instructions
Article Reference:
https://support.ringcentral.com/article-v2/Uploading-an-audio-file-in-RingCX.html?brand=RingCentral&product=RingCX&language=en_USSummary:
Request to update the existing support documentation for uploading audio files in RingCX by removing or revising references to the “Global Audio” option to prevent confusion for users who do not have access to this feature.Problem Statement:
Customers following the current documentation encounter confusion when instructed to use the “Add Global Audio” option, as this feature is not visible or available in all accounts or environments. This leads to:Misalignment between documentation and actual UI
Increased support inquiries
Delays in customer configurationCurrent Behavior:
The article includes steps referencing the Global Audio feature, which is…1 vote -
RCX Allow Agent to Open the Queue when they are Logged In
RCX Allow Agent to Open the Queue when they are Logged In. We do not want them to configure business hours but something that can be managed on their end once given a permission by an Admin.
2 votes -
Export DNC list
Add the option to download/export the DNC list in RingCX
2 votes -
Visibility of Pending Messages Count per Conversation
Requested Evolution / Expected Outcome
Restore or introduce the ability for agents to see the number of pending/unread messages directly at the conversation level, for example by:displaying the pending message count in the conversation bubble in task mode,
or exposing a clear indicator within the conversation list or header,
ensuring the count updates in real time as messages are processed.Business Impact
Without this evolution:task prioritization is less efficient,
workload balancing across conversations and agents is more difficult,
overall handling time and agent efficiency may be negatively impacted.Providing clear visibility of pending message counts would significantly improve…
1 vote -
Consistent Conversation Identification Between Historical Exports and New Reporting
Expected Outcome / Requested Evolution
Provide a solution that enables reliable conversation matching between historical exports and the new reporting, for example by:exposing a stable and persistent conversation/thread identifier shared across legacy exports and the new reporting module, or
providing a mapping mechanism between historical contentthreadid values and the new conversation identifiers (UID / UUID), or
adding a field in the new reporting that explicitly references the historical conversation identifier.Business Impact
Without this evolution:historical vs. current conversation analyses cannot be reconciled,
longitudinal KPIs and trend analysis are not reliable,
manual and error-prone reconciliation is required.1 vote -
Consistent Agent Identification Across Historical and New Livechat Reporting
Expected Outcome / Requested Evolution
Provide a solution enabling reliable agent matching across historical and new reporting data, for example by:exposing a stable and unique agent identifier shared across legacy exports and the new reporting module, or
providing a mapping table between historical agent IDs and the new identifiers (UID / UUID), or
exposing an additional field in the new reporting that allows reconstruction of this mapping.Business Impact
Without this evolution:agent-level historical analyses are incomplete or inaccurate,
trend analysis before vs. after the reporting migration is not reliable,
manual reconciliation work is required, with a high risk…1 vote -
Ring CX Place in Queue announcement to be able to play multiple times
Currently, the "Place in Queue" announcement plays only once when the "Route to Agent" queue event is first triggered. The desired functionality is to have an option for this announcement to loop and repeat at adjustable intervals. Ideally, the position in queue should be recalculated and announced each time, without the need to chain multiple "Route to Agent" events sequentially.
4 votes -
Callback Flow Improvement
There should be a way in RingCX to enhance the callback experience by allowing callback requests to be honored immediately after the caller’s initial input, without requiring a second confirmation—even if the caller disconnects early.
Current Behavior
1) Callers press “1” to request a callback.
2) A second confirmation (“press 1 again”) is required before the callback is officially queued.
3) If the caller disconnects before completing the second confirmation or before system disconnect, the interaction is marked as “Inbound ACD Callback Incomplete.”
4) No callback is generated, even if the caller already indicated intent.Problem Statement
• The two-step…4 votes -
Expose API data when a call is connected
We recently ran into an issue where a configured Start Recording node in an Agent Script was triggering before the ADD SESSION event. This caused the recording event to fail, and the call would not be recorded. We solved this by adding a half second forced wait in the agent script. It would be beneficial to expose this information in Audit Logs or similar when the call connects, so that if this were to happen again it would be easily diagnosable.
3 votes -
Improved Callback Reporting and Functionality for Early Caller Disconnects
In the current RingCX callback flow, if a caller disconnects before the system successfully queues the callback, the interaction is categorized as “Inbound ACD Callback Incomplete” in Analytics reporting. This occurs even in cases where the caller has already expressed intent to receive a callback.
Problem:
This classification does not accurately reflect customer intent or agent workload. From a business perspective, these interactions often represent valid callback requests that were interrupted due to timing or user behavior, rather than true failures. As a result:
1) Callback demand may be underreported
2) Metrics may not align with actual customer experience
3)…3 votes -
Agent Script: Allow configuration to limit the width of an agent script, so agent script takes up less screen space
When using Agent Scripts with the Embedded Agent within a CRM (e.g. Salesforce), you cannot limit the width of the RCX Agent Script panel. In Salesforce, specifically, with the Embedded Agent adaptor in "Docked" mode, the Agent Script panel takes up like, a third of the screen real estate - even if your script only consists of a tiny, 30-pixel "HANGUP" button. If you switch to "Undocked" mode, as soon as you answer the call, the size of the Agent adaptor window expands radically to accommodate the extra-wide Agent Script - again, even if the only script element is a…
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1 vote -
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Digital interaction routing to next available agent
Route digital interactions to the longest available agent, regardless of how many concurrent interactions each agent can handle. For example, we have agents set to two concurrent digital interactions, and when two come in they both go to the same agent. We would want one to go to the first, then the second to go to the next available agent. An additional option to choose to have this work for voice interactions as well could also be useful.
2 votes -
Call queue notifications
We would like an option we can set to send notifications to users logged in when there are calls in queue as well as notifications when a call has reached a certain time in queue. Agents are busy dialing at times and since they are constantly dialing w/o having direct view on the call queue they do not see that there is a call in queue and they continue to outbound dial causing an abandoned call. This would be on the CX dialing.
5 votes
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