1575 results found
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Agent Phonebook to show in alphabetical order
At the moment, the phonebook is showing in ID order. We would like the ability to configure the agent phonebook to show in alphabetical order.
2 votes -
Channels
Have the ability to download ALL channels, through the RingCX channel section.
Currently, only Voice Channels are exported into .csv.
Making it so ALL channels (voice, digital) are exported to the list, would make a more streamlined experience.8 votes -
Automatic Restoration of Auxiliary State After Reconnect
Summary
Request to enhance RingCX agent state handling by automatically restoring the previously assigned auxiliary state (reason code) after a session reconnect or brief network interruption.Background
Currently, when an agent experiences a temporary network disruption or session reconnect, the system may restore only the base state (e.g., “Working”) without the associated auxiliary state (custom reason code). While the backend retains the correct state for reporting and analytics, the agent’s UI may display an incomplete or generic state.This creates a mismatch between the agent interface and the Live Dashboard, which can lead to confusion and unnecessary troubleshooting.
Problem Statement…
1 vote -
Feature Enhancement Request: Customer-Controlled Azure Text-to-Speech (TTS) Voice Selection via SSML in RingCX Workflows
Feature Enhancement Request: Customer-Controlled Azure Text-to-Speech (TTS) Voice Selection via SSML in RingCX Workflows
Title:
Enable SSML Support and Customer-Controlled Azure Text-to-Speech Voice Selection for IVR WorkflowsProduct:
RingCX Workflow / IVR Text-to-Speech (Azure TTS)Business Justification:
Following the migration from Poly TTS to Azure Text-to-Speech, customers have lost the ability to control which voice is used for IVR prompts. The platform currently assigns a default Azure voice with no option for customers to select a preferred voice or configure speech characteristics.This has resulted in:
• Unexpected voice changes without prior customer notification.
• Customer dissatisfaction due to inconsistent…2 votes -
Realtime reporting to report on Categories
Placeholder to provide more details...
2 votes -
Ability to enable presence sync for call queues/groups vs individual users
Currently, presence sync can be enabled either for all users or individual users. For customers enabling presence sync for individual users, every new user will need to have presence sync enabled manually.
Having the ability to control sync for call queues/groups would both reduce the work required for enabling sync (there are less groups than there are users) and ensure future members of that call queue/group will have sync automatically enabled.
3 votes -
Add API and Reporting Indicator for Carrier-Masked / Altered Caller IDs
Introduce a metadata field, flag, or indicator within the API response payload (e.g., Call Log API, RingCX API) and exported Analytics reports that identifies if a Caller ID/ANI is:
The original caller phone number provided by the originating carrier, OR
A suspected masked/replaced number applied during the telecom routing process (based on known SIP header metadata or gateway routing patterns).
2 votes -
Support for RingCX session initiation on mobile web browsers (iOS and Android)
background:
Customers attempting to access RingCX using mobile devices (iPhone/iPad and Android) via supported browsers such as Chrome, Safari, Firefox, and Edge are encountering an error message stating:
"You’re using an unsupported browser. Switch to the latest version of Chrome, Firefox or Edge to start a session."This occurs even when using updated versions of supported browsers.
current behavior:
Users can access the RingCX login page via mobile browsers
Upon attempting to start a session, the system blocks access
Error message indicates unsupported browser
Issue is consistent across all browsers on iOS devices
Similar limitations may occur on Android devices…1 vote -
Screen recording via RingCX Embedded App
In the current RingCX embedded App via CRM, the ability to capture agent screen recordings is not available, regardless of whether agent screen recording is enabled at the voice queue level.
1 vote -
Omit country and area codes when dialing in RingCX
When dialing via the RingCX application, please omit the country code and area code.
The customer is asking whether RingCX can automatically omit country and area codes when dialing.4 votes -
Log all calls even if Agent is offline in RingCentral Voice for Salesforce
Log all calls even if the agent is offline in RingCentral Voice for Salesforce.
2 votes -
Agent-Assigned Callback Lists
Summary:
Add the ability to create and manage a list of callback phone numbers that can be assigned directly to a specific agent instead of being routed through a queue.Business Need:
Some organizations require continuity of service by having the same agent who previously worked with a customer complete the callback. The current queue-based callback routing can result in callbacks being delivered to any available agent, which may require the customer to repeat information and reduce efficiency.Requested Functionality:
Allow administrators or supervisors to create a callback list.
Enable callbacks to be assigned directly to a designated agent.
Provide…1 vote -
callback callerID
Q callbacks can only be provisioned with the CID of an existing queue. This does not use the Q's Manual Outbound or Transfer Override Caller ID settings. It appears its using a phone number assigned to a channel that routes the call to the Q.
Customer is requesting an option to include / enter an external number as the CID.
Currently, if another number is entered in the "Callback from Queue" field, it is disregarded and uses the default queue, which results in the channel's phone number assigned to the Q.
Customer supports multiple residential properties and all calls originally…
7 votes -
Lower Ringtime on campaigns to 15 seconds
Lower Ringtime on campaigns to 15 seconds, right now the minium we can go to is 20 seconds
Our testing has demonstrated that approximately 20 seconds represents an inflection point where voicemail pickups begin to increase significantly. By allowing a configurable ring timeout of 15 seconds, we can:
Reduce the number of calls answered by voicemail.
Improve Answering Machine Detection (AMD) performance.
Reduce unnecessary machine-to-agent transfers.
Improve agent productivity and customer experience.
Reduce overall dialing latency while remaining compliant with applicable regulations.2 votes -
RingCX Analytics Schedules Schedule Frequency select specific days of the week
The settings in RingCX Analytics Schedules should the option to select specific days of the week, like setting a schedule for Mon|Wed|Thu or Tue|Wed|Thu|Fri|Sat.
1 vote -
Admin Roles and Permissions Access Control
Add a dedicated permission within the Admin Role section that allows organizations to grant or restrict access to Roles and Permissions for individual administrators.
Currently, administrators cannot be given broader account-management capabilities, such as account visibility and managing users or queues, without also receiving access to roles, permissions, and access-control settings.
The requested enhancement would allow some administrators to manage operational areas of the account while preventing them from assigning roles, modifying role permissions, or granting and removing permissions for other users.
This would support a clearer separation between account management and access governance, while reducing the risk of unauthorized…
32 votes -
Support Rich Text Formatting for Messaging Pre-chat Forms
Summary
Add support for rich text formatting in RingCX Messaging Pre-chat Forms, allowing administrators to apply different font styles to specific words or portions of text within field labels, descriptions, and informational messages.Current Behavior
In RingCX Admin > Channels > Messaging Pre-chat forms, any available formatting applies to the entire text element. Administrators cannot selectively format individual words or phrases (e.g., bold, italic, underline, different font sizes, or colors) within the same field or message.Requested Enhancement
Provide a rich text editor or HTML/Markdown support that allows administrators to:Bold, italicize, or underline selected text.
Apply different font sizes…1 vote -
AI summaries without requiring agent disposition
Currently, the AI summaries can only be activated if the dispositions is required. It would be nice to have it without requiring the agents dispositions.
1 vote -
Add "Today" on Date Range filter for custom historical dashboards
The "Today" filter is available on the standard dashboard. However, the option gets removed as soon as you clone the report or create a custom dashboard. As a workaround, we have to select the static or relative period option and then select today's date. This can be tricky and time-consuming.
1 vote -
AI Audio Redaction Service
AI Audio Redaction Service
1. The Problem Statement
Currently, RingCentral Session Border Controllers (SBCs) capture raw audio and attach it to RingEX (REX) or RingCX (RCX). When these recordings move into RingSense/ACE, the system successfully redacts PII and PCI from the text transcripts, but the raw audio files remain untouched.
The Risk: Unredacted audio containing sensitive PII/PCI resides in REX/RCX for 30–90 days, and in ACE for up to 12 months.
The Liability: This exposes clients to severe compliance violations (PCI-DSS, HIPAA, GDPR), a risk compounded by the common client misconception that audio is redacted alongside transcripts.
2. The Proposed…3 votes
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