1258 results found

1. Transcriptions for voicemail email notifications in RingCX

   Current Behavior:
   When a call routed to a workflow or voice queue is sent to voicemail, the email notification received contains only the voicemail recording as an attachment. There is no voicemail transcription included in the email body.

   Requested Enhancement:
   Enable voicemail transcriptions to be included directly in the email notifications sent when a voicemail is left for a workflow or voice queue.

   This functionality already exists in the RingEX platform, and we would like to have the same capability available in RingCX for consistency and usability.

   Important Clarification:

   This request is not related to the Queue Voicemail Channel feature.
   The Queue Voicemail Channel routes voicemails to agents assigned to a digital channel, which is a different use case.
   The requirement is to receive voicemail transcriptions in the company email inbox that currently receives voicemail notifications, not within the queue voicemail channel or agent workspace.

   Business Value:

   Improves accessibility and readability of voicemail messages
   Reduces the need to download and listen to voicemail recordings
   Aligns RingCX capabilities with existing RingEX functionality
   Enhances customer experience and operational efficiency

   Current Behavior:
   When a call routed to a workflow or voice queue is sent to voicemail, the email notification received contains only the voicemail recording as an attachment. There is no voicemail transcription included in the email body.

   Requested Enhancement:
   Enable voicemail transcriptions to be included directly in the email notifications sent when a voicemail is left for a workflow or voice queue.

   This functionality already exists in the RingEX platform, and we would like to have the same capability available in RingCX for consistency and usability.

   Important Clarification:

   This request is not related to the Queue Voicemail Channel feature.… more

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2. Enhanced Playback Controls & Dual-Channel Visualization for RingCX Recordings.

   Please consider an update to the RingCX Call Recording interface to include advanced playback navigation (Fast Forward/Rewind) and a visual "Dual-Channel" waveform. Currently, the playback experience requires manual scrubbing and active listening to distinguish between speakers, which slows down the auditing and coaching process.

   Key Feature Requests
   Granular Playback Controls: Add dedicated "Skip Forward" and "Skip Backward" buttons (e.g., in 5 or 10-second increments). This allows users to quickly bypass hold music or repetitive disclosures without losing their place.

   Split-Track Visualization (Agent vs. Customer): Implement a visual waveform or timeline that clearly distinguishes the Agent's audio from the Customer's audio.

   Example: Using different colors or separate horizontal tracks to show exactly when the agent is speaking versus the caller.

   Click-to-Jump Navigation: Allow users to click on specific sections of the visual waveform to instantly play that part of the conversation.

   The Benefit
   Time Efficiency: Supervisors and QA analysts can "scan" a call visually to find key moments rather than listening to the entire recording.

   Improved Coaching: Easily identifying "dead air" or instances where an agent might be overtalking a customer becomes a visual task rather than a manual one.

   User Experience: These would significantly elevate the RingCX administrative workflow.

   Please consider an update to the RingCX Call Recording interface to include advanced playback navigation (Fast Forward/Rewind) and a visual "Dual-Channel" waveform. Currently, the playback experience requires manual scrubbing and active listening to distinguish between speakers, which slows down the auditing and coaching process.

   Key Feature Requests
   Granular Playback Controls: Add dedicated "Skip Forward" and "Skip Backward" buttons (e.g., in 5 or 10-second increments). This allows users to quickly bypass hold music or repetitive disclosures without losing their place.

   Split-Track Visualization (Agent vs. Customer): Implement a visual waveform or timeline that clearly distinguishes the Agent's audio from the Customer's audio.

   … more

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3. Feature Request – Distinct “Invalid Number” Result for Manual Outbound Calls

   Description:

   Currently, in RingCX historical reports, manual outbound calls to invalid numbers are recorded as “No Answer” in the Call Results column. This makes it impossible to differentiate between genuine no-answer calls and invalid-number attempts in reporting.

   Business Impact:

   Agents and managers cannot accurately track list quality or outbound performance.

   Invalid numbers are not flagged for clean-up, reducing operational efficiency.

   Reporting and analytics on manual outbound campaigns are incomplete.

   Requested Feature:

   Introduce a distinct call result/disposition such as “Invalid Number” for manual outbound calls.

   Ensure this result is visible in historical reports, dashboards, and exported data.

   (Optional) Include this disposition in APIs and automated reporting tools for better integration.

   Priority: Medium–High (impacts reporting accuracy and outbound efficiency)

   Accurate invalid-number tracking is critical for list hygiene and performance measurement.

   Description:

   Currently, in RingCX historical reports, manual outbound calls to invalid numbers are recorded as “No Answer” in the Call Results column. This makes it impossible to differentiate between genuine no-answer calls and invalid-number attempts in reporting.

   Business Impact:

   Agents and managers cannot accurately track list quality or outbound performance.

   Invalid numbers are not flagged for clean-up, reducing operational efficiency.

   Reporting and analytics on manual outbound campaigns are incomplete.

   Requested Feature:

   Introduce a distinct call result/disposition such as “Invalid Number” for manual outbound calls.

   Ensure this result is visible in historical reports, dashboards, and exported data.

   (Optional) Include this disposition… more

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4. Delay/Disable Outbound Call Recording Announcement when call goes to voicemail (Users cant hear Voicemail Announcement)

   Currently, the automatic recording plays the moment the call is connected, even when it is connected to voicemail. Because of this, our users cant hear the voicemail message, and the disclosure is not provided to the end user.

   Ideally, Ring Central can detect if the call is connected at the 30 second mark (typical for voicemails) and delay the disclosure until after the Voicemail tone.

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5. QA Reviews for Email Interactions in RingSense

   We currently leverage RingCX and RingSense to perform quality assurance (QA) reviews, coaching, and performance analysis for agent phone calls. These tools provide valuable insights such as call recordings, transcripts, sentiment, and AI-driven scoring. However, we have a significant number of agents who primarily handle customer interactions via email, and there is currently limited visibility or structured QA oversight for those interactions.

   Requested Enhancement
   We are requesting enhanced email interaction analysis and QA functionality within RingCX and/or RingSense, comparable to what is available for voice interactions.

   Desired capabilities include (but are not limited to):

   Visibility into agent email conversations within RingCX

   Email transcript review with full conversation threading

   AI-powered analysis (e.g., sentiment, tone, keyword/compliance detection)

   QA scoring frameworks applicable to email interactions

   Search and filtering of emails by agent, queue, keywords, or sentiment

   Coaching and feedback workflows tied to email interactions
   Reporting on email quality trends over time

   We currently leverage RingCX and RingSense to perform quality assurance (QA) reviews, coaching, and performance analysis for agent phone calls. These tools provide valuable insights such as call recordings, transcripts, sentiment, and AI-driven scoring. However, we have a significant number of agents who primarily handle customer interactions via email, and there is currently limited visibility or structured QA oversight for those interactions.

   Requested Enhancement
   We are requesting enhanced email interaction analysis and QA functionality within RingCX and/or RingSense, comparable to what is available for voice interactions.

   Desired capabilities include (but are not limited to):

   Visibility into agent email conversations within… more

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6. RingCX Log in - Web App or SPOG

   Web App or SPOG
   Report which can tell if the agent logged in via SPOG on WebApp or Desktop App

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7. CallerID

   Customers should have the option to be able to set a name under caller IDs when calling outbound to their customers. Customers are more likely to pick up calls with an identified buisness name rather an unknown number.

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8. Manage Clients Under Agency Account

   Those of us with agencies who manage multiple clients should have an agency account. This is the only platform I am not able to use my email to manage client accounts.

   I am told I have to have a unique email for each client to access their account.

   Callfire, Callrail, Twilio, etc. all have the ability to do this.

   How can this become an option?

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9. Identities

   Looking for the capability to be able to "export" the list of identities (customers that have called into the RingCX environment and the system has created an Identity (first name, last name, phone number, etc....) The capability to be able to review the identities and manage the entries that have been made to the repository where it is kept/stored

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10. Feature Request: Configurable Extended Session Persistence Across RingCentral Web Domains

    Dear RingCentral Product Team,

    I would like to formally request a feature enhancement for RingCentral’s web applications.

    Feature Request:
    Provide a configurable option to keep RingCentral web sessions active for extended, user-defined durations (e.g., 10 hours, 24 hours) across all RingCentral web domains and subdomains, including:

    • app.ringcentral.com

    • ringcx.ringcentral.com

    • engage.ringcentral.com

    • All associated subdomains

    Business Use Case:

    Many users rely on RingCentral web apps throughout long workdays or shifts (e.g., support agents, contact center staff, operations teams). Currently, sessions may disconnect or require re-login due to inactivity or browser timeouts, even while the user remains online and active.

    This can result in:

    • RNA/ Missed calls, messages, or notifications

    • Disruption to workflows

    • Reduced productivity, particularly in browser-centric or VDI environments

    Proposed Enhancement:

    • A configurable “Keep Session Active” or “Extended Session Duration” setting for users or admins

    S• upport for long-running sessions (e.g., 10–24 hours) while respecting security policies

    • Built-in heartbeat/keep-alive mechanisms within the RingCentral web apps or browser extensions, without requiring unsupported user scripts

    • Coverage across all primary web domains (app.ringcentral.com, ringcx.ringcentral.com, engage.ringcentral.com) and their subdomains

    Benefits:

    • Reliable session persistence for browser-based users

    • Reduced dependency on desktop apps in restricted environments

    • Better support for enterprise, contact center, and shift-based workflows

    Dear RingCentral Product Team,

    I would like to formally request a feature enhancement for RingCentral’s web applications.

    Feature Request:
    Provide a configurable option to keep RingCentral web sessions active for extended, user-defined durations (e.g., 10 hours, 24 hours) across all RingCentral web domains and subdomains, including:

    • app.ringcentral.com

    • ringcx.ringcentral.com

    • engage.ringcentral.com

    • All associated subdomains

    Business Use Case:

    Many users rely on RingCentral web apps throughout long workdays or shifts (e.g., support agents, contact center staff, operations teams). Currently, sessions may disconnect or require re-login due to inactivity or browser timeouts, even while the user remains online and active.

    … more

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11. disable RingCX dialpad when using RC Softphone

    Our agents must use "RingCentral Phone" as their device type in RingCX because RingCX does not provide an audible indicator for incoming calls, when using Integrated Phone. When they do this, they are not able to enter DTMF tones while in the RingCX UI when conferencing in a third party translator service. The DTMF tones must be entered via the RingCentral softphone app. This is incredibly confusing for our agents, as they perform all other call functions such as hold, transfer, etc in the RingCX web interface. It will be great if we can disbale the diapad in RingCX in this instance to lessen the confusion

    Our agents must use "RingCentral Phone" as their device type in RingCX because RingCX does not provide an audible indicator for incoming calls, when using Integrated Phone. When they do this, they are not able to enter DTMF tones while in the RingCX UI when conferencing in a third party translator service. The DTMF tones must be entered via the RingCentral softphone app. This is incredibly confusing for our agents, as they perform all other call functions such as hold, transfer, etc in the RingCX web interface. It will be great if we can disbale the diapad in RingCX in… more

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12. Recycling Leads / Nurture Campaigns

    Recycling Leads / Nurture Campaigns
    We need a solution that allows leads to be temporarily removed from the dialer based on a specific disposition, while still allowing them to be reactivated and called again in the future. This would support a structured nurture strategy rather than permanently excluding leads from outreach.

    For example, if a lead is dispositioned as “Does Not Qualify” or “Not Qualified Today,” that lead should move into a separate campaign or grouping that can be revisited after a defined period (e.g., 2–6 months) to attempt re-engagement and earn the business at a later time.

    It is important to note that Do Not Call (DNC) should remain strictly reserved for true DNC scenarios, in alignment with federal compliance guidelines. We do not want DNC to become a catch-all disposition for leads we are simply not dialing at the moment.

    This type of functionality would greatly improve lead lifecycle management, compliance, and long-term revenue opportunities.

    Recycling Leads / Nurture Campaigns
    We need a solution that allows leads to be temporarily removed from the dialer based on a specific disposition, while still allowing them to be reactivated and called again in the future. This would support a structured nurture strategy rather than permanently excluding leads from outreach.

    For example, if a lead is dispositioned as “Does Not Qualify” or “Not Qualified Today,” that lead should move into a separate campaign or grouping that can be revisited after a defined period (e.g., 2–6 months) to attempt re-engagement and earn the business at a later time.

    It is… more

    5 votes

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13. Enhancing Queue Event Management

    I would like to suggest several improvements to the way RingCX handles queue events. Currently, managing these is somewhat complicated. The following changes would bring the platform in line with industry standards and significantly simplify the user experience.

    1. Queue Event “Duration”
       Currently, having to manually set a "Duration" for queue events is not ideal, as the event time must precisely match the audio file length. Most competitor solutions play prompts from start to finish, with the duration automatically defined by the audio file itself. Removing the manual duration requirement would prevent prompts from being cut off or leaving awkward silences.

    2. Queue Event “Repetitions”
       There is currently no native option to set repetitions for queue events. Our current workaround is calculating the total duration multiplied by the desired number of repetitions is highly unreliable. Factors such as the variable delay in establishing voice legs often result in prompts being cut short. Ideally, we should be able to play a prompt and simply define the number of loops required if these need to play multiple times.

    3. “Position in Queue” and “Estimated Wait Time”
       Linked to the point above, these prompts currently only play once per queue event. If we need these to repeat (for example, every 2 minutes over an hour), we are forced to replicate the queue event 30 times. This quickly becomes unmanageable. Introducing a repetition or interval setting for these specific prompts would be a much more elegant and scalable solution.

    4. “Comfort Prompts” (Overlay Logic)
       Typically, other solutions handle comfort prompts as an "overlay" for Music on Hold (MOH). In this setup, MOH plays continuously, and comfort prompts are triggered at defined intervals or repetitions. The music automatically fades out so that the prompt is audible and fades back in once it finishes. While this is a "nice to have," it would vastly simplify how we manage music and audio assets today.

    I would like to suggest several improvements to the way RingCX handles queue events. Currently, managing these is somewhat complicated. The following changes would bring the platform in line with industry standards and significantly simplify the user experience.

    1. Queue Event “Duration”
       Currently, having to manually set a "Duration" for queue events is not ideal, as the event time must precisely match the audio file length. Most competitor solutions play prompts from start to finish, with the duration automatically defined by the audio file itself. Removing the manual duration requirement would prevent prompts from being cut off or leaving awkward silences.

    2. … more

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14. RingCX Transition Requeue Permissions from Agent to Queue Level

    Currently, permissions for requeue and cross-queue requeue are managed at the agent level. We are requesting an enhancement to migrate these settings to the queue level.

    This change would provide greater granularity by allowing us to define permissions based on the specific requirements of a queue. This would enable agents to requeue calls on certain queues while being restricted on others, which is essential for improving operational flexibility and security governance.

    14 votes

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15. Add filter for "Last Week" to Date Range

    Add "Last Week" Option to Date Range for RingCX Analytics.

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16. An email address book in CX

    It would be really useful to have an address book in CX to store email address. Our agents frequently forward on emails so without this, it slows them down.

    4 votes

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17. Allow Agents to Handle Multiple Calls Simultaneously

    We would like to request for a feature that allow agents to handle multiple calls simultaneously.

    2 votes

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18. Ability to only show numbers assigned to the sub account to be used as outbound caller ID on RingCX Campaign

    currently it shows all assigned numbers for the whole account instead of showing only numbers assigned to the sub account as outbound caller ID

    9 votes

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19. New Reporting Metric: Chat Widget Uptime & Hourly Available Gap Analysis

    Summary of Requirement: We require a report that tracks the availability status of the web chat widget (Visible vs. Hidden) relative to business hours. Specifically, we need to report on the percentage and duration of time the chat option was unavailable/hidden on the customer's website, broken down by hour.

    Use Case: The client is a Business Process Outsourcing (BPO) provider whose revenue model is strictly tied to engagement volume.
    * Revenue Loss - Every minute the chat widget is hidden (due to capacity limits or staffing gaps) equates to unrecoverable missed revenue.
    * The "Black Hole" Effect - Currently, RingCX reports on interactions received. It does not report on the time periods where the widget was effectively "down." During peak seasonal periods (e.g., Christmas), the client suspects high unavailability (potentially >50%) but lacks the data to prove it or pinpoint the exact hours it occurs.

    Impact on Customer Experience (CX)
    * Sentiment Decline - The client’s demographic demands immediate, live support. When the chat option is hidden during business hours, it creates significant friction and damages brand perception.
    * Blind Spots - Without visibility into "unavailability duration," the client cannot quantify the negative impact on CX scores during peak traffic.

    Operational & Workforce Management Impact
    * WFM Inefficiency - Without knowing when the widget is hiding due to lack of agents, the WFM team cannot optimize schedules. They are effectively staffing based on "answered" volume rather than "true demand."
    * Forecasting - They cannot accurately forecast for future peaks because the "lost time" data is missing from historical reports.

    Specific Functional Requirement We request a standard report or dashboard widget that visualizes:
    1. Hourly Availability Rate: (e.g., 09:00–10:00: Chat Widget Active 40 mins / Inactive 20 mins).
    2. Unavailability Percentage: A calculation of (Time Widget Hidden / Total Business Hours) * 100.

    It would also be helpful to offer threshold alerts and the ability to flag when unavailability exceeds a certain percentage (e.g., >10% downtime) to trigger immediate staffing adjustments.

    Summary of Requirement: We require a report that tracks the availability status of the web chat widget (Visible vs. Hidden) relative to business hours. Specifically, we need to report on the percentage and duration of time the chat option was unavailable/hidden on the customer's website, broken down by hour.

    Use Case: The client is a Business Process Outsourcing (BPO) provider whose revenue model is strictly tied to engagement volume.
    * Revenue Loss - Every minute the chat widget is hidden (due to capacity limits or staffing gaps) equates to unrecoverable missed revenue.
    * The "Black Hole" Effect - Currently, RingCX… more

    6 votes

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20. Feature Request: Conditional Caller ID Enforcement for Warm Transfers and Consultations Across RingCX and RingEX

    *Summary

    Introduce a platform-level capability to enforce conditional Caller ID behavior for internal calls during warm transfers and consultations, ensuring consistent Caller ID presentation across RingCX and RingEX environments.

    *Problem Statement

    During warm transfers or consult calls—whether between RingCX agents or from RingCX to RingEX users—Caller ID presentation may vary and display RingEX Born Super Admin name, queue numbers, site numbers, or system-generated identifiers. This inconsistency creates confusion during internal collaboration. However, once a call is fully transferred or taken over, the receiving party must see the original customer identity to preserve service continuity.

    *Proposed Capability

    Implement call-state–aware Caller ID logic that functions uniformly across RingCX and RingEX:

    • Internal Calls/ Consultation / Warm Transfer phase
    Caller ID = Originating agent’s extension

    • Transfer completed / Call taken over
    Caller ID = Customer’s DID

    *Scope

    In Scope

    • Warm transfers and consult calls originating from RingCX

    • Transfers and consultations targeting:

    RingCX agents

    RingEX users

    • All client and device types:

    RingCX Native ringcx.ringcentral.com

    SPOG

    Deskphones connected to RingCX/EX

    • Automatic Caller ID transition based on call state

    Out of Scope

    • Cold transfers

    • External PSTN Caller ID behavior outside post-transfer state

    Functional Requirements

    1. During a warm transfer or consultation, the displayed Caller ID must be the originating agent’s extension.

    2. Once the call is transferred, taken over, or bridged, the Caller ID must switch to the customer’s DID.

    3. No queue number, site number, or system-generated identifier may be presented at any stage.

    4. Behavior must be consistent regardless of whether the transfer target is RingCX or RingEX.

    5. No per-agent, per-user, or per-device configuration should be required.

    Acceptance Criteria

    • Receiving RingCX agents and RingEX users see the originating agent’s extension during consultation.

    • Upon transfer completion or takeover, the customer’s DID is displayed.

    • Caller ID transitions occur seamlessly without re-ringing, call drops, or UI inconsistencies.

    • Deskphones reflect identical behavior to soft clients.

    • Existing external Caller ID behavior remains unchanged.

    Business Value

    • Ensures consistent internal caller identification across RingCX and RingEX

    • Improves agent collaboration during consultations

    • Preserves customer context at the moment of handoff

    • Aligns with standard enterprise call transfer expectations

    Priority

    • High, especially for hybrid RingCX–RingEX deployments

    *Summary

    Introduce a platform-level capability to enforce conditional Caller ID behavior for internal calls during warm transfers and consultations, ensuring consistent Caller ID presentation across RingCX and RingEX environments.

    *Problem Statement

    During warm transfers or consult calls—whether between RingCX agents or from RingCX to RingEX users—Caller ID presentation may vary and display RingEX Born Super Admin name, queue numbers, site numbers, or system-generated identifiers. This inconsistency creates confusion during internal collaboration. However, once a call is fully transferred or taken over, the receiving party must see the original customer identity to preserve service continuity.

    *Proposed Capability

    Implement call-state–aware Caller ID… more

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