1496 results found

1. RingCX - Option to adjust estimated hold time in queue

   Option to adjust how the estimated hold time in queue is calculated for RingCX voice queues.

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2. Agent Team Filtering

   There used to be a filter under the Agent/User tab in CX that would show us all users assigned to a specific Team, can we get that feature back?

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3. Continuous Notification Sound "Ding" in RingCX Chat

   Expected Behavior & Explanation: Continuous Notification Sound in RingCX Chat
   Upon opening the chat page, the notification “ding” will continue to play while the system is waiting for customer interaction.

   The sound will stop once the customer:

   *Selects a chat option (e.g., requests a live agent), or
   *Interacts with the chat interface (click/tap)

   This is expected behavior and is designed as a persistent alert to ensure the customer is aware of pending actions and to encourage engagement. It also helps mitigate cases where standard browser or device notifications may be missed.
   Once interaction is detected, the notification sound automatically stops.

   Feature Request:

   To improve the user experience and provide greater flexibility, the following enhancements are requested:

   1. Adjustable Delay Before Continuous Notification:

   *Ability to configure or extend the duration (in seconds) before the notification sound begins looping continuously.

   1. Option to Disable Notification Sound:

   *Provide a setting to completely disable the “ding” notification sound based on user or tenant preference.

   Expected Behavior & Explanation: Continuous Notification Sound in RingCX Chat
   Upon opening the chat page, the notification “ding” will continue to play while the system is waiting for customer interaction.

   The sound will stop once the customer:

   *Selects a chat option (e.g., requests a live agent), or
   *Interacts with the chat interface (click/tap)

   This is expected behavior and is designed as a persistent alert to ensure the customer is aware of pending actions and to encourage engagement. It also helps mitigate cases where standard browser or device notifications may be missed.
   Once interaction is detected, the notification sound automatically stops.

   … more

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4. The customer wants to disable the Agent Leg dial-back for RingCX outbound calls.

   The customer wants to disable the Agent Leg dial-back for RingCX outbound calls.
   The customer is requesting a way to bypass the 'Agent Leg' requirement when initiating outbound calls within the RingCX application.

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5. Configurable Auto-Resolve Settings for SMS Shared Inbox

   Customer is requesting additional configuration options for SMS Shared Inbox conversation management.

   Current behavior automatically moves SMS conversations to the “Resolved” folder after a certain period, which the customer reports is causing confusion and inconvenience for users managing ongoing conversations.

   Requested enhancements:

   Ability to disable automatic movement of SMS conversations to the “Resolved” folder.
   Ability to configure or extend the auto-resolve interval before conversations are moved to the “Resolved” folder (e.g., allow longer retention periods such as weeks or months).

   Customer also noted that replying to a resolved conversation starts a new active thread while previous messages remain in the Resolved folder, making conversation tracking difficult.

   Business Impact:
   The current workflow is affecting visibility and continuity of SMS conversations within the shared inbox and creating operational confusion for users handling customer communications.

   Customer is requesting additional configuration options for SMS Shared Inbox conversation management.

   Current behavior automatically moves SMS conversations to the “Resolved” folder after a certain period, which the customer reports is causing confusion and inconvenience for users managing ongoing conversations.

   Requested enhancements:

   Ability to disable automatic movement of SMS conversations to the “Resolved” folder.
   Ability to configure or extend the auto-resolve interval before conversations are moved to the “Resolved” folder (e.g., allow longer retention periods such as weeks or months).

   Customer also noted that replying to a resolved conversation starts a new active thread while previous messages remain in the… more

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6. Some extensions that are configured as hidden in RingEX are still appearing in the RingCX directory.

   Requested Enhancement:
   To streamline administration and improve consistency between RingEX and RingCX, we are requesting a more seamless synchronization of directory visibility settings. Ideally, extensions hidden in the RingEX corporate directory should automatically reflect the same visibility behavior in RingCX without requiring manual exclusion.

   Expected Behavior:
   We would like directory visibility settings to be consistent and synchronized between RingEX and RingCX. Ideally, if an extension is hidden in the RingEX corporate directory, it should automatically be hidden in RingCX as well, without requiring additional configuration.

   Workaround (Current Behavior):
   At present, administrators can manually exclude extensions in the RingCX Corporate Directory settings.

   Impact:
   - Inconsistent user experience between RingEX and RingCX
   - Potential confusion for users searching for extensions
   - Possible concerns around directory visibility control and privacy settings

   Use Case:
   Administrators may intentionally hide certain extensions from the corporate directory in RingEX. However, these same extensions are still visible in RingCX, which defeats the purpose of the visibility restriction and creates inconsistent behavior across platforms.

   Requested Enhancement:
   To streamline administration and improve consistency between RingEX and RingCX, we are requesting a more seamless synchronization of directory visibility settings. Ideally, extensions hidden in the RingEX corporate directory should automatically reflect the same visibility behavior in RingCX without requiring manual exclusion.

   Expected Behavior:
   We would like directory visibility settings to be consistent and synchronized between RingEX and RingCX. Ideally, if an extension is hidden in the RingEX corporate directory, it should automatically be hidden in RingCX as well, without requiring additional configuration.

   Workaround (Current Behavior):
   At present, administrators can manually exclude extensions in the RingCX Corporate Directory… more

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7. Support Custom Meta data between RCX and AIQM

   Support Custom Meta data between RCX and AIQM

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8. ability to select other local caller id settings aside from what is assigned to the account

   It would be helpful if we can select another option in the local caller ID settings set for the campaign. Other than adding a number in RingEX and having it assigned to the contact center

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9. Voicemail Box

   Call centers currently do not have a unified voicemail box. They can only receive voicemails to an email. This requires the users to constantly monitor their email and search for voicemails in a separate application. A voicemail box, like Ring EX provides, for the call queues would allow agents to stay within their application and it would allow them to have full functionality out of a single pane of glass.

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10. Remove authentication requirement for accessing call transcript URLs

    Description:
    Currently, users are required to log in before they can access transcript URLs. We would like to request an enhancement to allow direct access to transcript URLs without requiring authentication.

    Current Behavior:
    - When a transcript URL is accessed, the system prompts the user to log in
    - Users must authenticate even when the link is already shared internally or externally

    Requested Behavior:
    - Transcript URLs should be accessible without requiring a login
    - Access should be granted directly via the URL (read-only view preferred)
    - Optional: ability to set security controls (e.g., token-based or time-limited access)

    Business Impact:
    - Improves ease of sharing transcripts with internal/external stakeholders
    - Reduces friction for support, QA, and customer collaboration workflows
    - Speeds up investigation and case resolution times
    - Eliminates dependency on user authentication for quick transcript review

    Description:
    Currently, users are required to log in before they can access transcript URLs. We would like to request an enhancement to allow direct access to transcript URLs without requiring authentication.

    Current Behavior:
    - When a transcript URL is accessed, the system prompts the user to log in
    - Users must authenticate even when the link is already shared internally or externally

    Requested Behavior:
    - Transcript URLs should be accessible without requiring a login
    - Access should be granted directly via the URL (read-only view preferred)
    - Optional: ability to set security controls (e.g., token-based or time-limited access)

    Business Impact:… more

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11. Call controls for RingCX calls with desk phone pairing

    RingCX Voice Connection (RingCentral Phone + Deskphone Pairing) Call Control Enhancement

    Summary:
    Request to enhance call control functionality when using "RingCentral Phone" as the selected voice connection within RingCX paired with Deskphone

    Description:
    Currently, when "RingCentral Phone" is selected as the voice connection in RingCX, the call control remains within the RingCX platform (ringcx.ringcentral.com). When Deskphone Pairing is enabled, it allows RingCX calls to be answered through the Deskphone. As a result, users are unable to perform call control actions—such as call transfer, hold and mute— directly from the Deskphone.

    Expected Behavior:
    When "RingCentral Phone" is selected as the voice connection and RingCentral App is Paired to a Deskphone, users should not be limited to using Deskphone as Media Endpoint. Agents should be able to manage call control on the Deskphone to:

    Perform call transfers
    Access standard call control features (hold, mute, transfer, etc.)
    Seamlessly interact with RingCX features, including voicemail routing

    Business Impact:
    This limitation affects agent workflow and efficiency, especially for organizations transitioning from Integrated Softphone to RingCentral Phone. It prevents agents from utilizing familiar and centralized call handling using their Deskphone

    Use Case:
    RingCX Agents would like to utilize full call handling capabilities using deksphone buttons, including the ability to transfer calls, put callers on hold or mute. The current behavior results in failed transfers, hold reflecting possible audio issues and operational friction.

    Requested Enhancement:
    Enable full call control using Deskphone when "RingCentral Phone" is used as the voice connection in RingCX and RingCentral App is Paired to the Deskphone.

    RingCX Voice Connection (RingCentral Phone + Deskphone Pairing) Call Control Enhancement

    Summary:
    Request to enhance call control functionality when using "RingCentral Phone" as the selected voice connection within RingCX paired with Deskphone

    Description:
    Currently, when "RingCentral Phone" is selected as the voice connection in RingCX, the call control remains within the RingCX platform (ringcx.ringcentral.com). When Deskphone Pairing is enabled, it allows RingCX calls to be answered through the Deskphone. As a result, users are unable to perform call control actions—such as call transfer, hold and mute— directly from the Deskphone.

    Expected Behavior:
    When "RingCentral Phone" is selected as the voice… more

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12. RingCX Voice Connection (RingCentral Phone + Deskphone Pairing) Call Control Enhancement

    RingCX Voice Connection (RingCentral Phone + Deskphone Pairing) Call Control Enhancement

    Summary:
    Request to enhance call control functionality when using "RingCentral Phone" as the selected voice connection within RingCX paired with Deskphone

    Description:
    Currently, when "RingCentral Phone" is selected as the voice connection in RingCX, the call control remains within the RingCX platform (ringcx.ringcentral.com). When Deskphone Pairing is enabled, it allows RingCX calls to be answered through the Deskphone. As a result, users are unable to perform call control actions—such as call transfer, hold and mute— directly from the Deskphone.

    Expected Behavior:
    When "RingCentral Phone" is selected as the voice connection and RingCentral App is Paired to a Deskphone, users should not be limited to using Deskphone as Media Endpoint. Agents should be able to manage call control on the Deskphone to:

    Perform call transfers
    Access standard call control features (hold, mute, transfer, etc.)
    Seamlessly interact with RingCX features, including voicemail routing

    Business Impact:
    This limitation affects agent workflow and efficiency, especially for organizations transitioning from Integrated Softphone to RingCentral Phone. It prevents agents from utilizing familiar and centralized call handling features within the RingCentral App.

    Use Case:
    RingCX Agents would like to utilize full call handling capabilities using deksphone buttons, including the ability to transfer calls, put callers on hold or mute. The current behavior results in failed transfers, hold reflecting possible audio issues and operational friction.

    Requested Enhancement:
    Enable full call control using Deskphone when "RingCentral Phone" is used as the voice connection in RingCX and RingCentral App is Paired to the Deskphone.

    RingCX Voice Connection (RingCentral Phone + Deskphone Pairing) Call Control Enhancement

    Summary:
    Request to enhance call control functionality when using "RingCentral Phone" as the selected voice connection within RingCX paired with Deskphone

    Description:
    Currently, when "RingCentral Phone" is selected as the voice connection in RingCX, the call control remains within the RingCX platform (ringcx.ringcentral.com). When Deskphone Pairing is enabled, it allows RingCX calls to be answered through the Deskphone. As a result, users are unable to perform call control actions—such as call transfer, hold and mute— directly from the Deskphone.

    Expected Behavior:
    When "RingCentral Phone" is selected as the voice… more

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13. Enable DNIS notifications for numbers routed through RingCX Workflows

    Enable DNIS notifications for numbers routed through RingCX Workflows

    The customer is requesting the ability to configure missed call notifications specifically for their RingCX inbound traffic.

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14. 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.

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15. 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.

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16. 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.

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17. 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 to termination.
    - Additionally, backend session logs contain more precise information, but this is not exposed in customer-facing reporting.

    Proposed Enhancement:
    1. Split “Termination” into Two Distinct Fields

    A. Disconnect Source (New Primary Field – Required)
    - A definitive field that identifies who or what actually ended the call:
    Caller Disconnected
    Agent Disconnected
    System Disconnected
    Network/Media Failure
    Timeout Expiry
    Transfer Failure (final hop failure)

    B. Termination Reason (Contextual Field – Existing Concept Refined)
    Retain and clarify the current “Termination” field, but redefine it as:
    The last known routing or system event preceding call termination.

    Examples:
    Queue Transfer
    Agent-to-Queue Requeue
    Skill-Based Routing Action
    Internal System Redirect
    Conference Bridge Attempt

    1. Add Relationship Clarity Between Fields

    Introduce reporting UI/labels that make the relationship explicit:

    “Termination Reason (Pre-Disconnect Event)”

    This prevents misinterpretation in reporting dashboards and exports.

    1. Enhanced Call Timeline Visibility

    Where possible, provide a structured event timeline per interaction:

    Call Entered Queue
    Routed to Agent
    Internal Requeue / Transfer Attempt
    Agent Connected
    Disconnect Event (Source)
    Termination Reason (Last System Action)

    This helps correlate both fields in sequence.

    Customer Impact

    This enhancement would:

    Eliminate confusion between routing events and disconnect ownership
    Reduce misinterpretation of “Termination” as a failure or disconnect cause
    Improve accuracy in QA, auditing, and escalation analysis
    Reduce dependency on backend Support logs
    Enable more reliable root cause analysis for short-duration calls

    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… more

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18. 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 exist

    Actual Result
    Search results are limited to 10 contacts.

    Expected Result
    Search should return more results (e.g., 50–100) or support pagination / infinite scrolling to allow access to all relevant contacts.

    Proposed Solution
    - Increase the result limit to a higher threshold (configurable if possible)
    - Implement pagination or infinite scroll
    - Improve search relevance (e.g., fuzzy search, ranking)
    - (Optional) Add filters such as department or team

    Business Impact
    - Increases Average Handle Time (AHT)
    - Reduces agent efficiency
    - Increases likelihood of incorrect call transfers
    - Negatively impacts user experience

    =====

    Today, when a RingCX SPOG agent initiates a call transfer and types into the contact search field, the dropdown returns at most 10 matches with no way to see more. In tenants with large corporate directories or common names (e.g. multiple "John" or "Smith"), agents often can't find the intended transfer target and either guess, hang up, or escalate. The desired behavior is a larger result set (target ~50–100), with pagination or infinite scroll so the agent can keep looking, and ideally fuzzy/relevance ranking so the right contact surfaces near the top. Impact: lower AHT on transfers, fewer misrouted calls, less agent friction in directories of any meaningful size.

    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 exist

    Actual Result
    Search results are limited to 10 contacts.

    Expected Result
    Search should return more results (e.g., 50–100)… more

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19. 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 to a prefered destination.

    Business Value:

    • Agent Efficiency: Prevents REX personal voicemail clutter for agents in high-volume CX environments.

    • Improved CX: Callers get immediate feedback (Busy/Announcement) rather than leaving messages that may not be checked for hours.

    • Flexibility: Supports business workflows where personal voicemail is disabled or not used.

    Benefits:

    • Eliminates administrative overhead for agents.

    • Provides more professional call handling options during active CX sessions.

    • Allows for "Active" rather than "Passive" call management.

    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… more

    3 votes

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20. 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.

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