1443 results found
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5 votes
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Feature Request : Dialer: Fallback Handling if Agent Doesn’t Answer
Additionally, the customer requested the following feature:
If a broadcast-detected live answer is routed to an agent, and the agent fails to answer,
They want the call to be automatically forwarded to a RingEX AI Agent (or another fallback destination), instead of being missed entirely.
2 votes -
Feature Request – IVR Option in RingCX Broadcasting
Hi Team,
I'd like to submit a feature request regarding enhancements to the Broadcasting functionality in RingCX.
- DTMF/IVR Option After Recorded Message The customer would like the ability for contacts to interact with the system after a live answer broadcast. Specifically:
Once the recorded message plays (e.g., "If you want to speak with an agent, press 1, otherwise hang up"),
The system should allow the contact to press a DTMF key (e.g., 1) to be routed to an IVR or queue.
Upon reviewing the current Campaign > Sales > General Settings > Live Answer options, we confirmed that:
This functionality…
2 votes -
Attachment limit increase
Increase the attachment limit for the customer and their clients to attach files more than MB
3 votesPlease provide details on email implementation
- Posmark
- Imap/Smtp, if yes then which provider
What is the actual limit encountered and what limit is desired. Inbound our Outbound?
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RingCX Audit Logs Queue Event Elements For Voice and Digital Queues Lack Sufficient Detail
The RingCX audit log fails to capture details regarding digital queue events (ChatQueueEvent) and their associated queues. As a result, we cannot determine which digital queue was involved when an event was created, updated, or deleted.
This lack of information prevents administrators from quickly understanding where and what changes were made. The challenge becomes more significant when dealing with multiple queues and hinders our ability to restore previous states if a queue event is inadvertently deleted or modified by an administrator
While queue details are captured for voice queue events (GateQueueEvents), we urgently need the same level of detail to…
25 votes -
Notification for hold duration
When caller is on hold by the agent, RingCX will be able to notify both agent and supervisor about the ongoing hold duration that can be set on the hold settings.
Notification that can be configured as pop up or email.4 votes -
Voice Queues: Visibility to all Queues but by default only see the ones assigned to
- When logging in, agent has visibility to all queues and they have to unclick all markets queues that not assigned to so only see the ones actually assigned to
- Don't want to take away the ability to access all the other market area queues (example: FL dispatchers don't have internet due to hurricane, need to be able to select the FL queues to help them out)
- By default only see the queues the agents are assigned to
1 vote -
Tracking Deflected Calls
All deflected calls to be presented on the dashboard with details of calls (driver name and telephone number)
Feature request - Feature modification of existing abandoned campaign mapping to fit the ask3 votes -
Unexpected Call Drop: Entire 3-Way Conference Ends When Agent Disconnects in RingCX
Problem Description
When a RingCX agent (Party A) places a manual outbound call to Party B, then adds Party C to create a 3-way conference (Agent + Party B + Party C), if the agent (Party A) disconnects, the entire conference call is dropped for all participants (Party B and Party C).
Expected Behavior
If the agent (Party A) disconnects from a 3-way conference, the call should continue between Party B and Party C. This is expected in standard call conferencing logic where the initiator disconnecting does not necessarily terminate the call for all participants.36 votes -
Transfer Digital Interactions with automatic recategorization
Whenever an agent transfers the digital interaction to another queue, the category does not automatically change with the associated queue. Therefore, if a customer replies to the thread, the interaction is routed back to the last assigned queue instead of the transferred queue.
Use Case:
1. The customer selects the incorrect queue (Customer Service).
2. Customer Service transfers the interaction to the Sales queue.
3. The Sales agent ends the conversation.
4. The customer replies to the same thread.
5. The interaction is routed back to Customer Service.Desired Behavior: The interaction should be routed back to the Sales queue…
9 votes -
Spam detection for chats
Addition of a Spam Detection feature to chat channel. This feature will help identify and filter out unwanted or malicious content from users, ensuring a safer and more pleasant experience for all participants. The system should be capable of detecting spam messages such as repeated text, irrelevant links, offensive language, and other behaviors that typically indicate spam.
29 votes -
We need to be able to separate CIDS in Outbound caller ID by client so we can have agents working for one client not see or be able to pick
We need to be able to separate CIDS in Outbound caller ID by client so we can have agents working for one client not see or be able to pick caller Ids for another client when doing manual calling
11 votes -
Display Break and Lunch Schedules in RingCX
Have the ability to display the users break/lunch schedule when a user logs in to RingCX
2 votes -
Show caller ID when Transferring Calls
The ability to show the name of the caller who initially made the call. Customer is having issues with the CallerID not updating when they are being transferred. She had called a user and the user transferred her to another user, but the CallerID still shows the original user who she had called and transferred the call away.
6 votes -
hashtag # in RCX (IVRs and queue events)
customers would like to have the Hashtag in the list of possible DTMF codes in IVRs and Queue events.
45 votes -
transfer
Include Agent Name on Transfer Segment in Interaction Details Report
Request Summary:
When an agent initiates a transfer (especially a warm transfer) during an active call, the Interaction Details Report splits the call into two segments under the same UII. However, the second segment (the transfer attempt) does not display the agent name, resulting in incomplete data when filtering by agent in the report. The customer requests that the agent name be captured for all segments of a call—including transfer attempts—to ensure accurate reporting.
Current Behavior:
• The agent's name is shown for the initial (inbound) segment.
• During a…68 votes -
Streamline the ability to copy Call ID (UUI) from History page of RCX Agent Interface in one click
Can there be a separate button to copy the Call ID, instead of using the 3 dots, then copy call ID?
It would be even better if the call ID is displayed in the history -> call details. This can be a combined solution, to display the full call ID + copy sign next to it.2 votes -
Ability to forward SMS from the RingEx platform to the RingCX platform
Ability to forward SMS from the RingEx platform to the RingCX platform
2 votes -
Commitment option for manual outbound calls.
When doing an outbound call to follow-up with a contact, there should be a commitment option to fully delay the call. This should be assigned specifically to the person that set it up and be add on your schedule. Also, remind you to follow up with the contact at the appropriate time that was chosen. It can be edited, reschedule, or cancel a commitment.
2 votes -
caller id
It would be extremely beneficial for contact name to be displayed in RingCX when a contact has been saved. While the phone number is displayed, it would be helpful for agents to know who the caller is before the call is disconnected. This helps them to mentally prepare and is crucial to certain scenarios.
9 votes
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