1362 results found
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Automatic Call Notes Feature for Queue Based Calling. Right now it's only for individual agent extensions
Automatic Call Notes Feature for Queue Based Calling.
Right now, it's only for individual agent extensions, and the alternative is RingSense, but that doesn't provide the insights or transcription until the processing is complete. This is incredibly inconvenient for our Call Center team.
1 vote -
Bulk Number Blocking in the RingCX Blocked ANI Page
Ability to block numbers in bulk in the RingCX Blocked ANI Page
1 vote -
Netsuite Integration and AI Assist
The Netsuite Integration adapter does not allow the ability for Agent Assist. There is no place for you to expand the window to get AI generated suggestions from your knowledge. The only option you have for Agent Assist is to use the browser-based extension.
1 vote -
We would like our call queues to be able to accommodate different hours of operation for the extension and the direct dial phone number
We would like our call queues to be able to accommodate different hours of operation for the extension and the direct dial phone number. For example, we want internal calls to be answered by queue staff between the hours of 7:00 am and 5:00 PM, but we don't want patient's to be able to reach staff through the direct dial number until 8:00 am. Currently, Ring Central doesn't support this feature, but we did have this capability with our previous carrier, Mitel.
1 vote -
Thumbs up on agent assist suggestions
In agent assist, when the agent is given a suggestion to answer the client's question, if they click on the thumbs up or thumbs down button, there should be a way for that informaiton to go to a business owner to review and make updates to content. This would be vital to maintaining the knowledge base and for governance purposes.
3 votes -
Phone Book options
When CX users would like to call another queue, the queues should be listed as an option with the Corporate Directory. This was available in NiceInContact. Please see screenshot
1 vote -
RingCX for Salesforce
RingCX for Salesforce queue name visibility when call comes in
Requesting the source Queue to be visible when a call is received in Salesforce
We are a multi-branded company. When a call comes in, the phones team would like to be able to answer with the correct prompt (eg: "Thank you for calling <brand>, how can I help you?")
This is functionality that is available when using RingCX in the browser, but is not available in Salesforce. Since this is a part of the native functionality of RingCX, this should be a part of your Salesforce extension
1 vote -
Able to enter multiple dates and times in a single entry in the RingCX Workflow Studio.
We have experienced, and may continue to experience, severe weather conditions. As a result, we closed early on one day and opened late the following day.
Is it possible to update the workflow to close on specific dates and times?
For example:
Monday: Closed
Tuesday: Delayed opening at 11:00 AM ET
Tuesday: Early closure at 4:00 PM ET
Wednesday: Delayed opening at 11:00 AM ET
Currently, I have to log into the Admin portal and manually update the dates and workflow for each individual time change. I would like to be able to enter multiple dates and times within a…1 vote -
Feature Request: Time Zone Configuration for RingCX
Current Behavior
As confirmed via RingCX T3, eW Analytics reporting derives its time zone exclusively from the account-level setting. There is currently no option to override or adjust the time zone on demand.Problem / Limitation
This model does not support organizations operating across multiple geographic regions. When queues span different time zones, both real-time call handling and historical reporting become misaligned with local operating hours, SLA measurements, and staffing analysis.Requested Enhancement
Introduce the ability to define time zones at a more granular level, specifically:Per Queue
Call Handling Logic
Historical Reporting (eW Analytics)
Each queue should be able…
5 votes -
"Defer" option for Digital Interactions in RingCX CRM integrations
My client would like the 'defer' option (which is available in RingCX Agent) to be available in our CX CRM integrations as well.
The purpose is that they frequently would prefer to 'schedule' an outbound digital interaction for later in the day versus compose and send the digital interaction in the moment. Their current system (integrated into Salesforce) allows for 'deferring' or 'scheduling' an SMS to be sent out at a specificed time.
The justification would be for 'parity' with our RingCX Agent experience which does offer 'defer' option today
2 votes -
Feature Request: RingCX | API for Microsoft Company Directory Integration
Description
• Requesting the ability to integrate their Microsoft Company Address Book (Azure AD / Microsoft 365 Directory) with RingCX.
They would like RingCX to consume directory data via API so agents can access corporate contacts directly within the platform.
Requested Capability
• API-based integration between RingCX and Microsoft Company Directory
• Sync or query users and contacts from Microsoft 365 / Azure AD
• Make company directory contacts searchable and usable within RingCX (e.g., dialing, identification)
Business Value / Use Case
• Improves agent efficiency by eliminating the need to manually maintain contacts
• Ensures a single source of…
5 votes -
Enhance Dynamics 365 CIF Search API to Support Full Entity Search
RingCentral CIF for Dynamics 365 only searches the Regarding field using these endpoints:
/api/data/v9.0/accounts
/api/data/v9.0/contacts
/api/data/v9.0/leads
/api/data/v9.0/opportunities
/api/data/v9.0/incidents
That means searches are limited to just the name or title fields, which is pretty restrictive.
Request
Switch to using the Dynamics 365 Search API endpoints:/api/search/v1.0/suggest
/api/search/v1.0/query
These endpoints allow searches across all fields that Dynamics administrators have marked as searchable, including any custom fields customers add.
Why this matters
Users can find records based on any searchable field, not just name/title.
A single API call can return Accounts, Leads, Contacts, Opportunities, and Incidents.
Custom fields are fully supported, so organizations…
2 votes -
Feature Enhancement Request: Reduce AI Disposition Display Delay in Disposition Window
Hello RingCX Product Team,
We would like to raise a feature enhancement request related to AI-generated dispositions and their availability in the disposition window.
Our agents are experiencing a consistent delay of approximately 5–15 seconds before the AI-generated disposition is displayed after a call ends. This delay has been reported by multiple agents and is impacting post-call workflow efficiency.
Agents have also observed a clear correlation between call duration and processing time:
Shorter conversations tend to populate dispositions more quickly
Longer calls take noticeably longer for the AI to process and display the disposition
This creates friction during after-call work,…
4 votes -
Feature Request: Customizable Callback Setup Confirmation Message in RingCX
Hello RingCX Product Team,
We are currently using the callback feature for our patient call flows and have identified a usability issue that is impacting completion rates.
Our reporting shows that approximately 7% of callers fail to complete the callback setup process. After reviewing call recordings, we believe this is due to the confirmation message played during callback setup, which can reasonably lead callers to think the process is complete and hang up prematurely.
The current message played is:
“Thank you for using our callback service. We will maintain your place in queue and return your call as soon as…
3 votes -
1 vote
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RingCX Digital Emails and RT Dashboards
Real-Time digital only provides UII numbers for emails that are currently in queue and there is currently no way to search the system by UII numbers to see the contents of currently queued emails. In order to see the actual emails, we have to view them in "All Messages". We regularly have auto replies, spam emails, etc. that do not require a response. Because we have no way to transfer them to the junk, spam or deleted folders/mailboxes, we either ignore them or reply to the message. When we ignore the messages, the queued totals in Real-time digital remain the…
4 votes -
say contact name before dialing on auto dialer
Verbally say a lead's name before auto-dialing. Useful for reps that walk around and are not always looking at their screen.
1 vote -
Allow to Map Dispositions to the Call Outcome field in RingCX for Hubspot
We would like to be able to map dispositions to the call Outcome field in RingCX for Hubspot
1 vote -
UI/UX Alignment: REX Supervisor Interface Parity with RCX
Aligning the REX interface with the RCX layout is essential for operational consistency. Having a uniform design minimizes the learning curve for supervisors and reduces navigation errors when switching between platforms.
2 votes -
Consolidation of REX and RCX Analytics
Currently, data is fragmented across two platforms, creating a disconnected view of agent performance. Consolidating these reports is essential to ensure a single source, eliminate manual data reconciliation, and provide leadership with a holistic view of inbound/outbound calling productivity.
2 votes
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