1178 results found

1. RingCx | Allow Error / Default Routing for JavaScript Nodes in Workflow Editor

   ummary:
   Enhance JavaScript nodes in the Workflow Editor to support “Error” and “Default” routing options to prevent calls from getting stuck in the node when an issue occurs with the script execution.

   Details / Description:
   Currently, the only way to move a call through a JavaScript node is by explicitly setting a connection using ivr.setConnection("go"); and then mapping the connection ? to the value of "go" (or whichever name is assigned).

   If for any reason the script fails to set the connection properly (e.g., a runtime error, variable not found, or unexpected input), the call will remain stuck in the JavaScript node. This results in dead air for the caller and no fallback path, which negatively impacts the caller experience and reliability of the IVR workflow.

   Issue:

   JavaScript nodes have no fallback or error handling path.

   If ivr.setConnection() fails or is not reached, the call has nowhere to go.

   This creates workflow dead ends and can increase call abandonment.

   Requested Enhancement:

   Add “Error” routing to JavaScript nodes — similar to other nodes in RCX — so the call can be redirected to a predefined fail-safe branch if the script encounters an error.

   Optionally, add a “Default” routing option to handle scenarios where no explicit connection is set in the script, allowing for smoother recovery from logic gaps or unexpected conditions.

   Example Scenario:
   If ivr.setConnection("sales") fails due to an undefined variable, the call would follow the Error or Default path instead of remaining stuck in the node.

   Benefits:

   Prevents dead air and call abandonment caused by JS errors.

   Allows for more resilient and fault-tolerant IVR workflows.

   Reduces operational impact from coding or runtime errors.

   Improves overall customer experience.

   ummary:
   Enhance JavaScript nodes in the Workflow Editor to support “Error” and “Default” routing options to prevent calls from getting stuck in the node when an issue occurs with the script execution.

   Details / Description:
   Currently, the only way to move a call through a JavaScript node is by explicitly setting a connection using ivr.setConnection("go"); and then mapping the connection ? to the value of "go" (or whichever name is assigned).

   If for any reason the script fails to set the connection properly (e.g., a runtime error, variable not found, or unexpected input), the call will remain stuck in the… more

   6 votes

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2. Productized Lead Loader API / Speed2Lead

   Productized Lead Loader api / Speed2lead.

   On the old chat form you can create a form and send leads to dialer campaign.

   To include this option in the new chat form and set as subscription option for customer.

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3. Filter for agents using inbound emails

   Inability to locate or display IB-Mail agents via search, which may slow down operations, generate errors, or prevent certain administrative or technical actions. See attached screenshot.
   Category:
   Functional bug/interface anomaly
   Expected behaviour:
   The search function should display IB-Mail agents in the same way as other types of agents, based on the criteria entered

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4. Improved display of RingCX agent status in Ringcentral app

   Is it possible to improve display of the agent status of RingCX in the Ringcentral app integration?
   Background: During brief network interruptions, agents are disconnected without necessarily noticing. A pop-up notification that they have been disconnected and/or a clearer display of the status in accordance with WCAG 2.1m, e.g., using larger icons or color-coded status fields, would help agents.

   2 votes

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5. customize ringcentral video meeting company logo

   customizing the RingCentral video to company logo instead of RingCentral logo

   2 votes

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   Needs More Information  ·  0 comments  ·  Other  ·  Delete…  ·  Admin →
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6. Paging in RCX

   Currently the ability to park and offer paging is only available on the EX side. In Healthcare, paging on call doctors is a daily aspect of their jobs and not being able to page in RCX has prevented the adoption of RCX. Having the option for an agent to place the caller on hold while they page an office to find a doctor and then hand them directly to the doctor is severely needed on the RCX platform.

   5 votes

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7. Paging in RCX

   Currently the ability to park and offer paging is only available on the EX side. In Healthcare, paging on call doctors is a daily aspect of their jobs and not being able to page in RCX has prevented the adoption of RCX. Having the option for an agent to place the caller on hold while they page an office to find a doctor and then hand them directly to the doctor is severely needed on the RCX platform.

   1 vote

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8. Screen Calling for Outbound Dialer

   Title: Screen Calling Feature for RCX Outbound Dialer for leads with Google Assistant

   Use Case: If the agent gets routed to a lead with Google Assistant, the agent will hear a prompt asking to say their name and reason for calling before the call gets routed to the actual lead so the name and reason for calling is initially what the lead with Google Assist would hear.

   8 votes

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9. Surface Pre-Chat Form Data to Agents and Use It for Dynamics 365 Record Pop

   Currently, when a chat is accepted in RingCX with Dynamics 365 integration, the information a visitor submits in the Pre-Chat form (e.g., name, email, phone, member ID) is not surfaced to the agent nor used to open the corresponding record in Dynamics.

   This creates an inconsistency across channels:

   Phone: Caller ID matches and pops a record in Dynamics.

   Email: Sender address matches and pops a record in Dynamics.

   Chat: Pre-Chat data is ignored, leaving agents without context.

   As a result, agents must re-ask for information the visitor already provided, handle time increases, and member experience suffers. Displaying Pre-Chat data to the agent and using it to pop the Dynamics record would bring chat in line with phone and email, improving accuracy, efficiency, and overall consistency.

   Currently, when a chat is accepted in RingCX with Dynamics 365 integration, the information a visitor submits in the Pre-Chat form (e.g., name, email, phone, member ID) is not surfaced to the agent nor used to open the corresponding record in Dynamics.

   This creates an inconsistency across channels:

   Phone: Caller ID matches and pops a record in Dynamics.

   Email: Sender address matches and pops a record in Dynamics.

   Chat: Pre-Chat data is ignored, leaving agents without context.

   As a result, agents must re-ask for information the visitor already provided, handle time increases, and member experience suffers. Displaying Pre-Chat data to… more

   3 votes

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   Future Consideration  ·  0 comments  ·  Integrations & APIs  ·  Delete…  ·  Admin →
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10. Feature Request: Granular Call Monitoring Permissions for Agent Role

    Description:

    Currently, in RingCX, the only way to enable Call Monitoring/Listening functionality is by changing an Agent's role to Supervisor. However, this creates a significant data visibility issue, as it grants Supervisors access to queues and information beyond their designated team or group, which may include sensitive data from other departments or companies.

    Request:

    We would like to request the implementation of a granular permission setting that allows users with the Agent role to be granted Call Monitoring privileges for a specific group of agents or queues only, without the need to elevate them to a Supervisor role.

    Proposed Solution Features:

    Add a "Call Monitoring" permission toggle to the Agent role settings.

    Allow Admins to assign monitoring access to specific queues or agent groups.

    Prevent monitored Agents from viewing or accessing unrelated queues or data.

    Benefits:

    Maintains strict data segmentation and confidentiality.

    Enables team leads or quality assurance agents to monitor calls without overreaching permissions.

    Supports compliance and auditing policies more effectively.

    Improves operational flexibility without compromising security or visibility boundaries.

    This enhancement would greatly improve our ability to manage teams efficiently while maintaining data integrity and access control within the RingCX platform.

    Description:

    Currently, in RingCX, the only way to enable Call Monitoring/Listening functionality is by changing an Agent's role to Supervisor. However, this creates a significant data visibility issue, as it grants Supervisors access to queues and information beyond their designated team or group, which may include sensitive data from other departments or companies.

    Request:

    We would like to request the implementation of a granular permission setting that allows users with the Agent role to be granted Call Monitoring privileges for a specific group of agents or queues only, without the need to elevate them to a Supervisor role.

    Proposed Solution… more

    18 votes

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11. Ability to upload/modify audio in RingCX through the Developer API
    1 vote

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12. RCX Feature Request: Auto-Assign Supervisor Access Based on Group Membership

    Currently, it is not possible to automatically grant Supervisor access when an agent is added to a specific Group of Agents in RingCX. At present, enabling Supervisor access requires manual configuration through the Agent profile:

    Navigate to: Agents > General > Agent Type

    Change the type to Supervisor to allow monitoring capabilities while retaining agent functionality.

    Then, under Supervisor Settings, manually assign which agents they will supervise by checking names under Supervises > All.

    We recognize that automating Supervisor access based on group membership would significantly streamline onboarding and role management processes. As such, I’ve submitted this as a Feature Request to our RingCX development team for consideration.

    This enhancement would not only save time but also reduce the likelihood of configuration errors during setup.

    Currently, it is not possible to automatically grant Supervisor access when an agent is added to a specific Group of Agents in RingCX. At present, enabling Supervisor access requires manual configuration through the Agent profile:

    Navigate to: Agents > General > Agent Type

    Change the type to Supervisor to allow monitoring capabilities while retaining agent functionality.

    Then, under Supervisor Settings, manually assign which agents they will supervise by checking names under Supervises > All.

    We recognize that automating Supervisor access based on group membership would significantly streamline onboarding and role management processes. As such, I’ve submitted this as a Feature… more

    1 vote

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13. Have AI Summaries and Transcriptions show in plain text on RingCX Analytics instead of a URL

    Currently the AI Summaries and transcriptions are showing on the reports in the form of URLs. Some customers would want to have this in plain text for it to be easier to extract from the reports as well as easily visible in activity logs when using RingCX embedded agent applications.

    3 votes

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14. calls whatsapp using Cloud API

    Meta released the Cloud API Calling allowing user to call companies through WhatsApp. Companies have to be registered as WhatsApp business
    https://developers.facebook.com/docs/whatsapp/cloud-api/calling
    This "API" was on beta in Brazil, Indonesia,etc. It is now globally available.
    It is a highly requested feature, due to the public availability on WhatsApp.
    It is important to associate this idea to another one "outbound whatsapp with RCX UI" https://ideas.ringcentral.com/forums/966594-ringcx/suggestions/48515087-outbound-whatsapp-within-rcx-agent-ui
    it will allow to send messages directly to a customer while on call. (in this case, template are not required)
    user initiated calls to business are free and there is a cost for business initiated. The pricing guide is attached to this initiative.
    SIP with webRTC is available https://developers.facebook.com/docs/whatsapp/cloud-api/calling/sip

    Meta released the Cloud API Calling allowing user to call companies through WhatsApp. Companies have to be registered as WhatsApp business
    https://developers.facebook.com/docs/whatsapp/cloud-api/calling
    This "API" was on beta in Brazil, Indonesia,etc. It is now globally available.
    It is a highly requested feature, due to the public availability on WhatsApp.
    It is important to associate this idea to another one "outbound whatsapp with RCX UI" https://ideas.ringcentral.com/forums/966594-ringcx/suggestions/48515087-outbound-whatsapp-within-rcx-agent-ui
    it will allow to send messages directly to a customer while on call. (in this case, template are not required)
    user initiated calls to business are free and there is a cost for business initiated. The… more

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    23 votes

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15. Compliance - Remove my data email button

    California, Virginia, Colorado, Connecticut, Texas, Oregon, Delaware, Maryland all have comprehensive data deletion requirements, and it would be helpful to have a standardized 'button' that allows for an email to be sent to a specific defined email address that can be actioned by supervisors/staff. The email would contain the lead data needed: Account, Campaign, date time stamp, lead phone, name, address, city, st, zip. notes. Similar to an email that is generated off of a disposition notification but without having to have a gazillion dispositions created for this.

    1 vote

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16. Ability to Assign Company Main Number Directly to RingCX Call Queues

    Currently, the company’s main phone number cannot be directly assigned to RingCX call queues, requiring a workaround by forwarding calls to a different number. This creates additional setup complexity and potential for misrouting. Requesting a feature to allow direct assignment of the company main number to RingCX call queues for simplified configuration and improved call handling efficiency.

    1 vote

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17. Ring all available user

    Have a setting in a queue/skill to ring all available users

    2 votes

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18. Enable Recording for Dialer Calls that are detected as Machine Answered

    Request to enable call recording for Dialer Calls that are detected as machine answered.

    1 vote

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19. Create a disposition when returning voicemails - example - Call returned left voicemail for patient , Call returned patient scheduled .....

    see above

    1 vote

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20. Control CNAM of Caller

    Change the CNAM of the Caller's Phone Number outside RingCentral

    4 votes

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