1664 results found
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Require Notes for Disposition Needed for Digital Queues
In a Voice Queue, when the "Other" disposition is selected, there is an option to require agents to enter notes. This setting can be found in the RingCX platform by navigating to:
Voice Queue Dispositions → Select the "Other" disposition → Edit Voice Queue Disposition
Within the disposition settings, there is a "Require Note" checkbox that can be enabled to make notes mandatory when agents select that disposition.
However, when navigating to Digital Queue Dispositions and editing the "Other" disposition, there is no equivalent "Require Note" checkbox available.
The customer would like to have the same functionality available for Digital…
3 votes -
Salesforce Partner Telephony Queue Management enablement with RingCX
The customer would like for Salesforce Partner Telephony Queue Management integration to work with RingCX. The feature is currently not supported by RingCX platform.
1 vote -
Voice Connection for External Number Option Across RingCentral Applications
Request:
Add support for the Voice Connection option to External Number on RingCentral Web App, Desktop App.Current Limitation:
The Voice Connection option to External Number is not available on the Web App and Desktop App.Requested Enhancement:
Provide the Voice Connection option to External Number across all supported RingCx applications so users can access and configure this functionality regardless of the platform they are using.Business Impact:
The lack of this option limits users who need to utilize Voice Connection while working through the Web, Desktop, or Mobile application. Providing consistent availability across platforms would improve usability and provide…1 vote -
Disable TT Accept for Calls from Track Number Routing in RingCX
Request:
Provide an option to disable the TT Accept prompt/action when an agent answers calls routed through Track Number Routing.Current Behavior:
When a call is received through Track Number Routing, the agent is required to use TT Accept to accept the call.Requested Behavior:
Allow administrators to disable the TT Accept requirement for calls originating from Track Number Routing. When disabled, the call should be automatically accepted once the agent answers, without requiring an additional TT Accept action.Business Rationale:
This would simplify the call-answering workflow and reduce unnecessary steps for agents handling calls through Track Number Routing. It…1 vote -
2 votes
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Queue-Level AI Announcement Language Configuration
Feature Request / Enhancement
Title: Queue-Level AI Announcement Language Configuration
Current Behavior
The AI announcement language is currently configured at the account level. As a result, the selected AI language applies universally across the queues within the account.
For accounts supporting multiple languages, this can be restrictive because different queues may serve customers in different languages.
Requested Enhancement
Introduce the ability to configure the AI announcement language at the queue level.
Administrators should be able to:
Select a preferred AI announcement language for each individual queue.
Use different AI languages across queues within the same account.
Retain the current account-level…3 votes -
Support Combining Agent State and Call Metrics in a Single Custom Analytics Report
Enable Agent State and Call/Interaction Metrics to Be Combined in a Single RingCX Custom Analytics Report
Product Area
RingCX Analytics / Custom Analytics
Request Type
Feature Enhancement
Customer Request
Customers would like the ability to create a single custom analytics report containing both Agent State metrics and Call/Interaction metrics.
Currently, when creating a custom analytics report, the available metrics/KPIs are dependent on the underlying data source. Agent State data and Call/Interaction data are derived from different datasets, preventing users from combining metrics from both sources within the same custom report.
Current Limitation
When creating a custom analytics report:
Selecting Agent…
2 votes -
Feature Enhancement Request: Display Destination Name on Incoming Caller ID
Feature Enhancement Request: Display Destination Name on Incoming Caller ID
Feature RequestEnhance RingCX to display the Destination Name associated with an incoming call directly on the agent's incoming Caller ID/call presentation.
Current Behavior
When an incoming call is presented to an agent, the agent can see the caller information; however, the Destination Name that the caller dialed is not displayed as part of the incoming call information.
In environments where agents support multiple destinations, queues, departments, or business lines, this requires agents to determine which destination the caller reached before selecting the appropriate opening spiel.
Requested Enhancement
Display the…
1 vote -
Auto-assign RingCX agents to same team in ACE
For customers that use ACE with RingCX, the RingCX role integrates into ACE, but the team structure does not. It is called a group in RingCX. Our company groups the RingCX agent by departments (teams) that should automatically carry over into ACE. Map the RingCX group to ACE in the same way that Calario and other WEM products pull Cisco UCCX teams. We are having to manage permissions to recordings in two different systems. Honestly, the "Assign Manager" concept needs to be redesigned. Just have a team assignment method where a manager can be selected.
1 vote -
Feature Enhancement Request: Bulk Download and Bulk Upload for Audio Files in RingCX
Feature Request Details
Customer: Brie / RingCentral Contact Center CustomerFeature Area: Audio Library / Call Recordings & Media Management
Requested Features:
Bulk Download: Ability to download multiple call audio recordings in bulk from the Audio Library or reporting views, rather than having to download files individually.
Bulk Upload: Ability to upload multiple audio files simultaneously, as the current system restriction only permits uploading files one at a time.
Business Value & Use Case
Efficiency: Customers managing large volumes of audio files or announcements spend an excessive amount of time performing repetitive, manual single-file downloads and uploads.Workflow Optimization: A…
2 votes -
Feature Enhancement Request: Generate Post-Call State for Bad Number Calls
Feature Request
Enhance RingCX to generate and update the appropriate post-call state when an outbound call is classified as a Bad Number, instead of ending the call without a standard post-call state.
Current Behavior
Engineering confirmed that the current behavior is expected. When a destination number is identified as a Bad Number—such as an invalid, unreachable, disconnected, or otherwise non-callable number—the call does not proceed through the normal call flow.
Because the call is terminated or classified at an earlier stage, the normal post-call processing is not triggered, and no post-call state is generated or updated.
Customer Impact
The absence…
2 votes -
Change how OB Abandon results reflect in Analytics for Preview Campaign
When the agent leg connection is disrupted or cannot be established in the moment it attempts to place the call, it results in an intercept and registers as an Outbound Abandon in reporting due to 0 seconds of agent talk time. This is specifically for a Preview dialer or a 1 to 1 type campaign.
We would like for these to be represented differently in reporting, specifically noting that the agent leg connection was disrupted, instead of just reading it as an Outbound Abandon.
8 votes -
Allow us to control or add audio devices for ringing in RingCX Agent for Salesforce.
Currently we can only have the ringing of an incoming call sound in the agent's headset. This means the agent must have their headset on all the time. There is no setting to add an alternate audio device for ring tones to emit out of. If agents access to do this, then they can take a break from the headset during lulls in call volumes and still hear when a call comes in.
8 votes -
Allow phone numbers that are formatted with periods.
Allow phone numbers that are formatted with periods. When I copy some company's phone number, if they use periods, it can't be dialed.
1 vote -
terminate calls in CX queue at end of business hours
Our call center agents leave at 5pm. On high volume days, we may have 10 calls waiting in queue at 5pm when our agents logout for the day. We find that many of these calls will continue to remain in queue without accepting the callback option because they are unaware no one is going to be available until 8am the next morning. If we configure a queue event to disconnect calls when there are No Agents Signed In, we run the risk of disconnecting calls during the middle of the day when agents are leaving and returning from lunch. There…
2 votes -
More color themes for both dark and light modes
I would really appreciate having more theme options, as this is the primary platform I use throughout the day, and it is nice being able to change things up. Especially, since I am prone to migraines and so are some members of my team, and there are limited options for both light and dark modes.
1 vote -
Add ability to open or preview PDF files instead of downloading
Currently, when a customer sends a PDF file via digital channels, agents are forced to download the file locally to their machine every time they need to view it. This creates unnecessary friction in the agent workflow, clutters local storage, and can introduce potential security compliance risks depending on the data handling policies of the organization.
I would like to suggest adding a built-in PDF previewer directly inside the RingCX workspace.
If that is not possible, I'd like to have the option for a "Save as" dialog box to open so we can select to open the file instead of…
2 votes -
Meaningful error message for Bulk CSV update in Channel Manager
BUSINESS CONTEXT
Professional Services and admins must resort to time-consuming trial-and-error. They might give up and perform changes manually.There is a not-obvious workaround of opening DevTools to see the actual error message.
SOLUTION SUMMARY
Implement downloadable, line-level error reports for RingCX bulk channel CSV imports, mirroring the existing user experience in RingEX (e.g., Bulk User Creation and External Shared Contacts Directory)DETAILED REQUIREMENTS
1. Downloadable Error Report:
- Provide a "Download Error Log (CSV)" button when an import contains invalid rows.
- The generated file must preserve the original uploaded CSV structure/columns and append an additional final column labeled…1 vote -
Feature Request — Extend Agent Call History to 7 Days
Customer Request:
Allow agents to access and review their call history for at least the previous 7 days.Current Behavior:
There is currently a product limitation on the available agent call history period, and administrators do not have an option to extend the agent call history view to 7 days.Customer Requirement:
The customer would like agents to be able to review their historical calls from the previous 7 days for operational and call review purposes.Business Use Case:
Agents may need to review previous calls to identify specific customer interactions, verify call activity, reference previous conversations, or assist with…1 vote -
Feature Request — Queue-Level Timezone Configuration
Customer Request:
Allow administrators to configure the timezone independently at the individual queue level instead of inheriting the account/billing timezone.Current Behavior:
The queue timezone is currently tied to the account/billing timezone. There is no available option to configure a different timezone for an individual queue.Customer Requirement:
The customer has queues operating across different time zones and needs to configure each queue based on its operational/business timezone.Priority/Justification:
This enhancement would provide greater flexibility for customers operating contact centers or business units across multiple time zones and would allow queue schedules to accurately reflect their respective local operating hours.1 vote
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