1362 results found
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Call notifications comes through laptop as well as headset
When a call comes through the ability to allow the ring tone to come through the laptop audio as well as the headset audio should be allowed to allow agents to hear a call coming through even if they do not have their headset on at the time a call is coming in so they can be alerted.
4 votes -
RNA Priority Routing
Allow RNA callers to be given priority in being answered next, rather than being sent back to the queue as a new segment in their call and having to wait in line again.
2 votes -
SPOG on RingCentral Mobile application
Able to use the Agent Session or the SPOG on the RingCentral mobile application
1 vote -
Enable 2FA / Native MFA toggle for RingCX
Would like to enable the native MFA (Multi‑Factor Authentication) toggle for RingCX. Please advise if there is an option within the RingCX platform to activate this feature.
1 vote -
Incoming CNAM for Canada
Incoming caller ID within Canada only shows phone number and location but not caller name (CNAM) it would be good to have the CNAM displayed.
1 vote -
Post call status to remain the same as the pre-call status for the agents/supervisors
When an agent or supervisor's pre-call state is Working, their status should remain the same after every inbound call or outbound call.
9 votes -
Native End-to-End Email Encryption (S/MIME / PGP) for RingCX
This feature request is being formally submitted on behalf of our client who is currently utilizing the RingCX Email Channel for customer communications.
The client has raised concerns regarding the ability to encrypt emails containing sensitive information. While RingCX supports SSL/TLS encryption for IMAP/SMTP connections (encryption in transit), there is currently no built-in support for end-to-end email encryption methods such as S/MIME or PGP.
At present:
SSL/TLS can be enabled by default for IMAP/SMTP connections.
Additional security configurations depend on the customer’s email server.
End-to-end encryption (S/MIME, PGP) is not supported within RingCX.
Message-level encryption is considered outside the scope…
1 vote -
Improve clarity of callback messaging in RingCX
When a customer calls in and selects a callback, if they choose to be called back at a different number than the one they called in from the default message is "Please enter the 10 digit number beginning with the area code where you would like us to call you back." After the caller has entered the number there is a brief period of silence, (several seconds) which can lead someone to believe the call has disconnected. While you can hit # after the number has been entered to immediately have the system read the number back to you, this…
1 vote -
Allow for Web Service DTMF Queue Event to fire off without changing callers status in queue
Allow for Web Service DTMF Queue Event to fire off without changing callers status in queue.
We are attempting to configure a queue event with DTMF enabled where we offer the caller an option to press X key and receive a text message with a link to our website while the caller waits in queue. Currently, the only way we can get this working without forcing the caller to drop from the queue after receiving the text is to use the requeue option in conjunction with an external web service. This does keep the caller in the same queue, however,…
3 votes -
Prioritize Inbound Calls Over Outbound Calls in Preview Dialer (RingCX)
Description: Currently, when agents are set to On-Blended and assigned to an outbound campaign in Preview Mode, the system prioritizes outbound calls over inbound calls. As a result, agents do not receive inbound calls while the preview dialer is running. To receive inbound calls, supervisors must manually stop the outbound dialer.
While this behavior is expected based on the current design, it creates operational challenges for customers handling both inbound and outbound traffic simultaneously.
Expected / Requested Enhancement:
Introduce an option or setting that allows inbound calls to be prioritized over outbound calls for blended agents, even when an outbound…2 votes -
Add an alert for when the Salesforce client for RingCX disconnects from RingCX
Customer is inquiring on having a feature that allows the Salesforce for RingCX notify the agent/admin when they have become disconnected from the RingCX dialer within Salesforce. In addition having it also grant what could be the cause of it such as a disconnect code of sorts.
3 votes -
RingCX Digital Queue Agent Priority setting
Currently, RingCX supports agent priority ranking for voice skills, allowing administrators to route interactions to the most qualified agent first, with automatic fallback to other available agents. This same capability does not exist for digital skills.
We are requesting the ability to assign priority rankings to agents within digital skills, enabling digital interactions to route to the highest-ranked available agent before cascading to others. This would support proficiency-based routing, improve efficiency, and provide consistency across voice and digital channel configuration.
7 votes -
Interaction Summary Overview in Contact Card for Agents
Today, an agent can see the summary of each interaction. It would be highly valuable to agents if they could see at the top of the list of historical interactions a summary of the previous several interactions to see what's been talked about overall, without having to review every interaction. A paragraph summary including topics discussed will save agents a huge amount of time and improve customer satisfaction.
2 votes -
Enhancement of the Live Chat interface to indicate when a major incident is in progress
Would it be possible to add a colored banner at the top of the chat window to indicate a major incident?
This feature would allow users to be immediately informed of any incident as soon as they open the chat. Additionally, the banner’s color and content should be customizable according to each client’s specifications.1 vote -
Improve English Automatic Transcription Accuracy in RingCX
Description
The current automatic transcription quality in English within RingCX is not accurate enough for operational use. Users frequently encounter incorrect or incomplete transcripts, which limits the usefulness of the feature in daily workflows.
Because of these inaccuracies, users often need to manually recreate tasks, notes, or summaries to save time—defeating the purpose of automated transcription. This reduces efficiency and impacts the overall user experience.
Request
We would like to request improvements to the automated transcription engine, specifically for RingCX, including:Higher accuracy in recognizing spoken English/French/Italien/Spanish/German (various accents, speeds, and environments)
Better handling of technical or domain-specific vocabulary
More…1 vote -
Consolidated EoL Device Report
Currently, the filtering options in the Admin Portal provide some utility, but it would be far more efficient to have a single consolidated report listing all End-of-Life (EoL) devices across the tenant, rather than checking each category individually.
The current filtering approach also requires manually selecting specific device models. For organizations with many different phones and device models, it’s not always clear which devices are approaching or have reached EoL. This makes the process time-consuming and prone to error.
Ideally, when an EoL, security, or other alert is displayed in the Admin Portal, clicking on the alert should directly show…
5 votes -
RingCX Grammar Check
Grammar check - If there are errors give prompt to agent to ok before sending email or chat.
4 votes -
RingCX Spell Check where can control dictionary and if errors alert agent before sending.
RingCX Spell Check where can control dictionary and if errors alert agent before sending.
5 votes -
Active email insights through AI to know why email backlog is occuring.
When exceptional email volume occurs and agents are not able to keep up with the incoming emails it would be excellent to have AI insights not just to completed emails after fact but to the in progress active emails to help alert us to a new problem or issue we need to get ahead of.
4 votes -
Geolocation
For Better Agent management, it will be helpful if we can have geolocation in RingCx as well like what we have in Analytics of RingEX
4 votes
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