1664 results found

1. Feature Request: Configurable Agent “Working” State Timeout

   Feature Request: Configurable Agent “Working” State Timeout
   Summary

   Enable RingCX administrators to configure a maximum duration that agents can remain in the Working status. When an agent reaches the configured timeout—for example, one hour—RingCX should automatically perform an administrator-selected action.

   Problem Statement

   • Agents may unintentionally remain in the Working status for extended periods, making them unavailable to receive new interactions. This can reduce queue coverage, affect service levels, and require supervisors to identify and correct agent statuses manually.

   Proposed Solution

   • Add an Agent State Timeout setting to the RingCX Admin Portal. Administrators should be able to:

   1. Enable or disable the timeout for the Working status.
   2. Configure the timeout duration.
   3. Select the action RingCX performs when the threshold is reached. Timeout Actions

   Administrators can choose one of the following actions:

   1. Sign out of RingCX • Completely sign the agent out of RingCX.
   2. Sign out of all queues • Remove the agent from every assigned queue while keeping them signed in to RingCX.
   3. Change status to Available • Automatically change the agent’s status from Working to Available so they can receive new interactions.
   4. Do nothing Keep the agent in Working status. The timeout event may still be recorded for reporting or monitoring purposes.

   Functional Requirements
   • The timeout duration must be configurable by an authorized administrator.
   • The timer starts when an agent enters the Working status.
   • The timer resets whenever the agent exits and later re-enters the Working status.
   • The configured action is performed only if the agent remains continuously in Working status for the entire timeout period.
   • If the agent changes status before the threshold is reached, no timeout action is performed.
   • The setting may be configured globally and, if supported by RingCX’s configuration model, overridden for specific teams or agent groups.
   • Only users with the appropriate administrative permissions can change the timeout configuration.
   • Configuration changes should be recorded in the administrative audit log.

   Each timeout event should record:
   • Agent name or ID
   • Time the agent entered Working status
   • Configured timeout duration
   • Time the threshold was reached
   • Action performed

   Result of the action

   Agent Experience

   • RingCX should optionally notify the agent before performing the configured action. For example:

   "You have been in Working status for 55 minutes. Your status will automatically change in 5 minutes."

   When the action is performed, the agent should receive a confirmation explaining what happened and why.

   Acceptance Criteria

   1. Given that the Working State Timeout is enabled, when an agent remains continuously in Working status for the configured duration, then RingCX performs the selected timeout action.

   2. Given that the selected action is Sign out of RingCX, when the timeout is reached, then the agent is signed out of RingCX.

   3.Given that the selected action is Sign out of all queues, when the timeout is reached, then the agent is removed from all queues but remains signed in to RingCX.

   1. Given that the selected action is Change status to Available, when the timeout is reached, then the agent’s status changes to Available.

   2. Given that the selected action is Do nothing, when the timeout is reached, then the agent remains in Working status and no automatic status change or sign-out occurs.

   3. Given that an agent exits Working status before reaching the timeout, then no timeout action is performed and the timer is cleared.

   4. Given that an agent later re-enters Working status, then a new timeout period begins.
      Given that an automatic timeout action occurs, then the event and its result are recorded in the audit or activity log.

   5. Given that a pre-timeout notification is enabled, then the agent receives a warning at the configured time before the action occurs.

   Business Value

   This feature would help organizations:

   • Prevent agents from remaining unavailable unintentionally.
   • Improve queue coverage and workforce availability.
   • Reduce manual monitoring by supervisors.
   • Improve the accuracy of agent-state reporting.
   • Maintain service levels through consistent status management.

   Feature Request: Configurable Agent “Working” State Timeout
   Summary

   Enable RingCX administrators to configure a maximum duration that agents can remain in the Working status. When an agent reaches the configured timeout—for example, one hour—RingCX should automatically perform an administrator-selected action.

   Problem Statement

   • Agents may unintentionally remain in the Working status for extended periods, making them unavailable to receive new interactions. This can reduce queue coverage, affect service levels, and require supervisors to identify and correct agent statuses manually.

   Proposed Solution

   • Add an Agent State Timeout setting to the RingCX Admin Portal. Administrators should be able to:

   1. Enable or… more
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2. Block Anonymous Calls in RingCX

   Request the ability to automatically block or reject incoming anonymous calls in RingCX before they are presented to agents or queues.

   Business Need:
   Organizations often receive calls from anonymous or blocked caller IDs that are unsolicited, fraudulent, or disruptive to business operations. Currently, there is no native option in RingCX to automatically reject these calls, requiring agents to manually answer and handle them. This impacts agent productivity, increases unnecessary call volume, and can negatively affect customer experience

   Benefits:
   Reduces unwanted and spam calls reaching agents.
   Improves agent efficiency by minimizing interruptions from anonymous callers.
   Enhances security by reducing exposure to nuisance or fraudulent calls.
   Provides administrators with greater control over inbound call handling.
   Improves the overall customer experience by allowing agents to focus on legitimate customer interactions.

   Request the ability to automatically block or reject incoming anonymous calls in RingCX before they are presented to agents or queues.

   Business Need:
   Organizations often receive calls from anonymous or blocked caller IDs that are unsolicited, fraudulent, or disruptive to business operations. Currently, there is no native option in RingCX to automatically reject these calls, requiring agents to manually answer and handle them. This impacts agent productivity, increases unnecessary call volume, and can negatively affect customer experience

   Benefits:
   Reduces unwanted and spam calls reaching agents.
   Improves agent efficiency by minimizing interruptions from anonymous callers.
   Enhances security by reducing exposure to… more

   2 votes

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3. Auto add new queues in the recording delivery

   Ability for Recording Deliveries to automate the inclusion of new queues and add them to the delivery.

   3 votes

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4. Agent Ability to Delete Emails/Conversations

   Currently, agents do not have the ability to delete emails or conversations emails from RingCX. In our environment, the email address associated with the platform is frequently copied on exchanges that are not relevant to agent activity or customer interactions. Historically, these messages could be removed by users to maintain a clean and relevant inbox.

   The absence of a deletion capability can lead to unnecessary clutter, making it more difficult for agents to focus on actionable customer communications and increasing the time spent managing non-relevant interactions.

   We would therefore like to request the addition of an agent-level email/conversation deletion feature, allowing authorized agents to remove emails or conversation threads that are not related to customer service activities. This functionality would help improve agent efficiency.

   Currently, agents do not have the ability to delete emails or conversations emails from RingCX. In our environment, the email address associated with the platform is frequently copied on exchanges that are not relevant to agent activity or customer interactions. Historically, these messages could be removed by users to maintain a clean and relevant inbox.

   The absence of a deletion capability can lead to unnecessary clutter, making it more difficult for agents to focus on actionable customer communications and increasing the time spent managing non-relevant interactions.

   We would therefore like to request the addition of an agent-level email/conversation deletion feature,… more

   2 votes

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5. export email

   Currently, the RingCX platform does not provide agents with the ability to export emails, as messages are managed as digital interactions within the solution. This limitation prevents agents from preserving the original email along with its associated metadata (sender, recipients, attachments, headers, date and time sent, etc.), which may be required for customer follow-up, analysis, archiving, auditing, or compliance purposes.

   We would therefore like to request the addition of an agent-level email export feature, allowing agents to export an email directly from the interaction. Ideally, the export should preserve the original message content and all available metadata, ensuring a faithful representation of the original communication and facilitating its use outside of the RingCX platform when required.

   Currently, the RingCX platform does not provide agents with the ability to export emails, as messages are managed as digital interactions within the solution. This limitation prevents agents from preserving the original email along with its associated metadata (sender, recipients, attachments, headers, date and time sent, etc.), which may be required for customer follow-up, analysis, archiving, auditing, or compliance purposes.

   We would therefore like to request the addition of an agent-level email export feature, allowing agents to export an email directly from the interaction. Ideally, the export should preserve the original message content and all available metadata, ensuring a faithful… more

   3 votes

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6. Enhance RingCX System-Wide Outage Communication and Browser Compatibility Notifications

   Description:
   Request enhancements to improve customer communication during system-wide incidents and browser-related service impacts within RingCX. Suggested features include:

   Display a real-time in-app service status banner when a known outage is detected.
   Provide a direct option to contact a live support agent from the login screen or error page during major service disruptions.
   Show estimated restoration times and incident updates when available.
   Include a link to the service status page so customers can monitor ongoing incidents.
   Present clear, user-friendly error messages that distinguish platform-wide outages from account-specific or login-related issues.
   Add the ability to broadcast notifications regarding browser updates or browser compatibility changes that may affect RingCentral services. Notifications could be displayed within the RingCentral application, Admin Portal, or login page to proactively inform customers of required browser updates, known browser issues, deprecated browser versions, or recommended workarounds before they impact service.

   Business Justification:
   Customers often cannot determine whether access issues are caused by a platform outage, browser changes, or account-specific problems. Providing proactive outage notifications alongside browser compatibility announcements would reduce unnecessary troubleshooting, minimize support cases, and improve the overall customer experience by keeping users informed of issues that could affect their ability to access and use RingCentral services.

   Description:
   Request enhancements to improve customer communication during system-wide incidents and browser-related service impacts within RingCX. Suggested features include:

   Display a real-time in-app service status banner when a known outage is detected.
   Provide a direct option to contact a live support agent from the login screen or error page during major service disruptions.
   Show estimated restoration times and incident updates when available.
   Include a link to the service status page so customers can monitor ongoing incidents.
   Present clear, user-friendly error messages that distinguish platform-wide outages from account-specific or login-related issues.
   Add the ability to broadcast notifications regarding browser updates or… more

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7. Exclude digital identities in bulk

   Need the ability to exclude digital identities in bulk. Specifically, we are looking for a way to exclude Identities with email domains that are not part of our company. We have over 1 M entries and performing this task manually is too labor intensive.

   7 votes

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8. Revert lost Analytics reports once an Admin has been recreated

   Revert any lost Analytics reports once an Admin has been recreated

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9. RCX | API for Workflow Custom Fields Retrieval

   Problem Statement:
   Currently, custom data collected during call workflows—such as DTMF survey responses configured with "Save Input for Reporting" or custom key-value pairs written via ivr.putReportField()—are only visible inside RingCX Historical Analytics (e.g., Workflow Detail with Custom Fields) and manual/scheduled CSV exports.

   There is no supported public REST API endpoint (including interaction-metadata or recording/WFM APIs) that exposes these custom workflow report fields programmatically after an interaction completes.

   For customers who need to feed IVR survey results or custom workflow variables (e.g., note_reco, AgentName, customer ratings) into external CRMs, BI tools, or internal databases via API, the current manual export processes create operational friction.

   Proposed Solution / Feature Request:
   Provide a public REST API capability to query and extract custom workflow reporting fields. Specifically:

   API Endpoint Expansion: Add an endpoint (or expand the existing Integration/Interaction Metadata API) that accepts a UII (Unique Interaction Identifier) or date range and returns all captured Custom Field Name / Custom Field Value pairs associated with that call.

   Standard Response Payload: Ensure the response JSON schema includes standard call metadata along with all values saved via "Save Input for Reporting" and ivr.putReportField().

   Use Case & Business Value:
   Automated Survey Data Sync: Allows businesses running CSAT/NPS surveys in RingCX Workflow Studio to automatically ingest customer scores into CRMs (like Salesforce or Zendesk) or data warehouses without requiring manual CSV exports or inline HTTP nodes during the call.

   Streamlined Reporting: Enables developers to build custom reporting dashboards outside of RingCX using official, supported public APIs.

   Problem Statement:
   Currently, custom data collected during call workflows—such as DTMF survey responses configured with "Save Input for Reporting" or custom key-value pairs written via ivr.putReportField()—are only visible inside RingCX Historical Analytics (e.g., Workflow Detail with Custom Fields) and manual/scheduled CSV exports.

   There is no supported public REST API endpoint (including interaction-metadata or recording/WFM APIs) that exposes these custom workflow report fields programmatically after an interaction completes.

   For customers who need to feed IVR survey results or custom workflow variables (e.g., note_reco, AgentName, customer ratings) into external CRMs, BI tools, or internal databases via API, the current manual export processes… more

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10. Overriding Wrap Up ACD State

    Agents should be able to override the pre-set wrap up time. They should be able to change their status back to available if no wrap up time is required and continue tackling the calls holding.

    6 votes

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11. Enable Outlook GAL Search in RingCX Digital Email (To/CC/BCC/Forward Fields)

    Business Need:
    *Customers using RingCX Digital email interactions require the ability to search and select recipients directly from the Microsoft Outlook Global Address List (GAL) when composing, replying to, or forwarding emails.

    Current Behavior:
    *The"Sync with RingEX Contacts" feature currently supports contact lookup only within the RingCX Integrated Softphone in SPOG for voice-related workflows. Users can search contacts and initiate or transfer calls using synchronized Outlook/GAL contact information. The feature does not provide GAL search capabilities within RingCX Digital email fields (To, CC, BCC, or Forward). As a result, agents must manually enter known email addresses. The upcoming release is limited to Voice on SPOG only, and Digital support was removed from the release scope.

    Requested Enhancement:
    *Add Outlook GAL lookup and recipient selection capabilities to RingCX Digital email interactions, including:

    • To field
    • CC field
    • BCC field
    • Forward recipient field

    Expected Outcome:

    • Agents can search the organization's Outlook GAL directly from RingCX Digital.
    • Matching contacts are displayed and selectable from a searchable directory.
    • Email addresses are automatically populated when a contact is selected.
    • Consistent user experience between Voice and Digital channels.

    Customer Impact:

    • Eliminates manual entry of email addresses.
    • Reduces addressing errors.
    • Improves agent efficiency and productivity.
    • Enhances integration between Microsoft 365 and RingCX Digital.

    Use Case:
    *An agent handling a Digital email interaction needs to forward or send an email to an internal employee but does not know the employee's email address. The agent should be able to search the Outlook GAL and select the recipient directly from the To/CC/BCC/Forward fields, similar to the contact lookup experience available in Voice/SPOG.

    Business Value:
    *This enhancement would improve usability for Digital agents, reduce handling time, and provide feature parity between voice and digital contact workflows.

    Business Need:
    *Customers using RingCX Digital email interactions require the ability to search and select recipients directly from the Microsoft Outlook Global Address List (GAL) when composing, replying to, or forwarding emails.

    Current Behavior:
    *The"Sync with RingEX Contacts" feature currently supports contact lookup only within the RingCX Integrated Softphone in SPOG for voice-related workflows. Users can search contacts and initiate or transfer calls using synchronized Outlook/GAL contact information. The feature does not provide GAL search capabilities within RingCX Digital email fields (To, CC, BCC, or Forward). As a result, agents must manually enter known email addresses. The upcoming release is… more

    7 votes

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12. Agent Phonebook to show in alphabetical order

    At the moment, the phonebook is showing in ID order. We would like the ability to configure the agent phonebook to show in alphabetical order.

    2 votes

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13. Channels

    Have the ability to download ALL channels, through the RingCX channel section.

    Currently, only Voice Channels are exported into .csv.
    Making it so ALL channels (voice, digital) are exported to the list, would make a more streamlined experience.

    •  

    8 votes

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14. Automatic Restoration of Auxiliary State After Reconnect

    Summary
    Request to enhance RingCX agent state handling by automatically restoring the previously assigned auxiliary state (reason code) after a session reconnect or brief network interruption.

    Background
    Currently, when an agent experiences a temporary network disruption or session reconnect, the system may restore only the base state (e.g., “Working”) without the associated auxiliary state (custom reason code). While the backend retains the correct state for reporting and analytics, the agent’s UI may display an incomplete or generic state.

    This creates a mismatch between the agent interface and the Live Dashboard, which can lead to confusion and unnecessary troubleshooting.

    Problem Statement
    After a reconnect event:

    The agent UI may lose the auxiliary state (reason code)
    The UI defaults to a base state (e.g., “Working”)
    The backend continues to reflect the correct full state (base + auxiliary)
    Agents may need to manually refresh the browser to resync

    This behavior impacts user experience and may reduce confidence in system accuracy, even though backend data remains correct.

    Proposed Solution
    Enhance the system to automatically restore the full agent state, including auxiliary/reason codes, after a reconnect or session recovery.

    Specifically:

    Persist the last known auxiliary state on the server side
    Ensure the reconnect payload includes both base state and auxiliary state
    Automatically reapply the auxiliary state in the agent UI upon reconnection

    Expected Behavior

    After reconnect, the agent UI should display the exact previous state (base + auxiliary)
    No manual refresh (F5) should be required
    UI and Live Dashboard should remain fully synchronized at all times

    Benefits

    Improved user experience with consistent state visibility
    Reduced confusion and support inquiries related to state mismatches
    Increased trust in system reliability
    Eliminates need for manual UI refresh after reconnect events

    Summary
    Request to enhance RingCX agent state handling by automatically restoring the previously assigned auxiliary state (reason code) after a session reconnect or brief network interruption.

    Background
    Currently, when an agent experiences a temporary network disruption or session reconnect, the system may restore only the base state (e.g., “Working”) without the associated auxiliary state (custom reason code). While the backend retains the correct state for reporting and analytics, the agent’s UI may display an incomplete or generic state.

    This creates a mismatch between the agent interface and the Live Dashboard, which can lead to confusion and unnecessary troubleshooting.

    Problem Statement… more

    1 vote

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15. Feature Enhancement Request: Customer-Controlled Azure Text-to-Speech (TTS) Voice Selection via SSML in RingCX Workflows

    Feature Enhancement Request: Customer-Controlled Azure Text-to-Speech (TTS) Voice Selection via SSML in RingCX Workflows

    Title:
    Enable SSML Support and Customer-Controlled Azure Text-to-Speech Voice Selection for IVR Workflows

    Product:
    RingCX Workflow / IVR Text-to-Speech (Azure TTS)

    Business Justification:
    Following the migration from Poly TTS to Azure Text-to-Speech, customers have lost the ability to control which voice is used for IVR prompts. The platform currently assigns a default Azure voice with no option for customers to select a preferred voice or configure speech characteristics.

    This has resulted in:

    • Unexpected voice changes without prior customer notification.
    • Customer dissatisfaction due to inconsistent IVR branding and user experience.
    • Reduced flexibility for multilingual deployments and accessibility requirements.
    • Lack of documentation explaining the change, supported voices, and current platform limitations.

    Several enterprise customers have requested the ability to choose Azure voices directly, particularly through Speech Synthesis Markup Language (SSML), allowing customization of voice, language, speaking style, pronunciation, and other speech attributes.

    Current Limitation
    • Workflow Text-to-Speech uses a fixed Azure voice.
    • Customers cannot specify:

    Azure voice name
    Language or locale
    Neural voice
    Speaking style
    Prosody (rate, pitch, volume)
    • No SSML input is supported.
    • No fallback or notification mechanism exists when the Azure TTS backend experiences failures.
    • Documentation does not clearly describe supported voices or service limitations.

    Requested Enhancement

    • Implement SSML support within the Workflow Text-to-Speech function to allow customers to fully leverage Azure Speech capabilities while maintaining compatibility with the existing Azure backend.

    The enhancement should allow customers to:

    1. Enter SSML directly within the TTS node.
    2. Select supported Azure voices.
    3. Configure: • Voice • Language • Speaking style • Rate • Pitch • Volume • Pronunciation
    4. Support multilingual voice selection where available.
    5. Validate SSML before execution.
    6. Maintain backward compatibility for customers who continue using plain text.

    Additional Requested Improvements

    1. Supported Voice Documentation

    Provide documentation that includes:
    • List of supported Azure voices
    • Supported locales
    • Neural voice availability
    • SSML examples
    • Feature limitations
    • Usage guidelines
    2. Advanced Voice Clarification

    Clarify whether premium Azure/OpenAI voices (for example, Nova Multilingual Neural HD) will be supported and whether their usage incurs additional licensing or operational costs.

    1. Backend Monitoring and Failure Handling

    Improve resiliency of the TTS service by providing:

    • Detection of Azure TTS service failures.
    • Workflow error handling when synthesis fails.
    • Optional fallback logic.
    • Monitoring and alerting for backend outages.
    • Customer-facing notifications for service-impacting events.

    1. Customer Change Communication

    Establish a standardized process for notifying customers whenever backend speech engines or default voices change to avoid unexpected IVR behavior and preserve customer experience.

    Expected Benefits
    • Restores customer control over IVR voice experience.
    • Enables richer, more natural speech using Azure SSML.
    • Improves multilingual support.
    • Reduces customer complaints following backend changes.
    • Improves documentation and product transparency.
    • Enhances reliability through better monitoring and failure handling.
    Aligns RingCX with Azure Speech capabilities and customer expectations.
    Priority

    High

    This enhancement addresses a customer-facing functionality gap introduced during the migration from Poly TTS to Azure TTS and impacts IVR branding, accessibility, multilingual deployments, and overall customer experience.

    Customer Impact
    • Customers currently cannot customize Azure voices.
    • Existing IVRs may sound different after backend changes without customer awareness.
    • Organizations relying on branded voice experiences cannot maintain consistency.
    • Lack of failure visibility can result in silent IVR issues during Azure TTS outages.

    Proposed Next Steps
    • Design and implement SSML support within the Workflow TTS node.
    • Confirm the list of Azure/OpenAI voices that will be supported.
    • Determine any licensing or pricing implications for premium voices.
    • Publish comprehensive product documentation.
    • Implement monitoring, fallback handling, and customer notification mechanisms.
    • Communicate the implementation timeline to affected customers.

    This enhancement was discussed jointly with Engineering and Support, with agreement to pursue SSML support as the long-term solution for restoring customer control over Azure Text-to-Speech voice selection.

    Feature Enhancement Request: Customer-Controlled Azure Text-to-Speech (TTS) Voice Selection via SSML in RingCX Workflows

    Title:
    Enable SSML Support and Customer-Controlled Azure Text-to-Speech Voice Selection for IVR Workflows

    Product:
    RingCX Workflow / IVR Text-to-Speech (Azure TTS)

    Business Justification:
    Following the migration from Poly TTS to Azure Text-to-Speech, customers have lost the ability to control which voice is used for IVR prompts. The platform currently assigns a default Azure voice with no option for customers to select a preferred voice or configure speech characteristics.

    This has resulted in:

    • Unexpected voice changes without prior customer notification.
    • Customer dissatisfaction due to inconsistent… more

    2 votes

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16. Realtime reporting to report on Categories

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    2 votes

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17. Ability to enable presence sync for call queues/groups vs individual users

    Currently, presence sync can be enabled either for all users or individual users. For customers enabling presence sync for individual users, every new user will need to have presence sync enabled manually.

    Having the ability to control sync for call queues/groups would both reduce the work required for enabling sync (there are less groups than there are users) and ensure future members of that call queue/group will have sync automatically enabled.

    3 votes

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18. Add API and Reporting Indicator for Carrier-Masked / Altered Caller IDs

    Introduce a metadata field, flag, or indicator within the API response payload (e.g., Call Log API, RingCX API) and exported Analytics reports that identifies if a Caller ID/ANI is:

    The original caller phone number provided by the originating carrier, OR

    A suspected masked/replaced number applied during the telecom routing process (based on known SIP header metadata or gateway routing patterns).

    2 votes

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19. Support for RingCX session initiation on mobile web browsers (iOS and Android)

    background:
    Customers attempting to access RingCX using mobile devices (iPhone/iPad and Android) via supported browsers such as Chrome, Safari, Firefox, and Edge are encountering an error message stating:
    "You’re using an unsupported browser. Switch to the latest version of Chrome, Firefox or Edge to start a session."

    This occurs even when using updated versions of supported browsers.

    current behavior:

    Users can access the RingCX login page via mobile browsers
    Upon attempting to start a session, the system blocks access
    Error message indicates unsupported browser
    Issue is consistent across all browsers on iOS devices
    Similar limitations may occur on Android devices depending on configuration

    root cause (known limitation):

    iOS browsers are required to use Apple WebKit engine regardless of browser type
    RingCX relies on WebRTC and advanced browser capabilities not fully supported in mobile environments
    Platform detects mobile browser environment as unsupported for session initiation

    expected behavior:

    Users should be able to initiate and manage RingCX sessions from mobile browsers
    Platform should properly recognize supported mobile browsers
    If full support is not possible, provide:
    a mobile-optimized experience, or
    a clear and accurate compatibility message with guidance

    business impact:

    Limits agent and admin mobility
    Prevents users from handling calls or sessions while away from desktop
    Creates confusion due to misleading “unsupported browser” message
    Impacts customer experience and operational flexibility

    requested enhancement:

    Enable support for RingCX session initiation on:
    iOS mobile browsers (Safari/Chrome/Edge)
    Android mobile browsers
    Improve browser detection logic for mobile environments
    Provide fallback or limited functionality mode if full WebRTC support is not feasible
    Update error messaging to clearly indicate mobile limitation (if support cannot be implemented)

    workarounds:

    Use desktop or laptop with supported browsers (Chrome, Edge, Firefox)
    No viable mobile workaround currently available

    additional notes:

    This is a recurring customer inquiry and not an isolated case
    Similar requests have been raised regarding mobile accessibility and flexibility
    Aligning RingCX with mobile capabilities would improve competitiveness and user adoption

    background:
    Customers attempting to access RingCX using mobile devices (iPhone/iPad and Android) via supported browsers such as Chrome, Safari, Firefox, and Edge are encountering an error message stating:
    "You’re using an unsupported browser. Switch to the latest version of Chrome, Firefox or Edge to start a session."

    This occurs even when using updated versions of supported browsers.

    current behavior:

    Users can access the RingCX login page via mobile browsers
    Upon attempting to start a session, the system blocks access
    Error message indicates unsupported browser
    Issue is consistent across all browsers on iOS devices
    Similar limitations may occur on Android devices… more

    1 vote

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20. Screen recording via RingCX Embedded App

    In the current RingCX embedded App via CRM, the ability to capture agent screen recordings is not available, regardless of whether agent screen recording is enabled at the voice queue level.

    1 vote

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