1496 results found
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Prevent an agent from requeing into a queue with no available agents
Prevent an agent from requeing into a queue with no available agents. This helps ensuring no calls are accidentally sent to a queue with no one available to pick up the phone.
2 votes -
RCX SFTP configuration - Be able to define SFTP port number
A customer has requested the ability to use a custom SFTP port within RingCX. Currently, the product connects only via the default SSH port (TCP 22), but some clients require a different port for security or network reasons.
Adding support for a configurable port would improve client compatibility and help reduce integration issues.
10 votes -
Add "Not Live Person" flag and option for pre-recorded message for Manual calls
Add "Not Live Person" flag and option for pre-recorded message for Manual calls.
In disposition this is not available now and only available in the auto dialer outbound calls.1 vote -
ability to activate call forwarding on all company numbers on the account
When activating a call forwarding using all company phone numbers it should applied on
all of the numbers on the account not just only applicable on company numbers, because it gives a misleading to the customers.2 votes -
RCX | Increase data download
have the ability to increase the data download in RingCX analytics from 80,000 to higher.
5 votes -
Option to remove "Escalate to video" button on Chat
There is currently no setting that can remove the option to "Escalate to video" for agents on chat. Please give us the option to toggle it on and off.
1 vote -
Provide AI Summary Webhook Endpoints for Digital Channels(Email, Chat, SMS)
Provide AI Summary endpoints or direct variables applicable for webhooks and API workflows for Digital Channels (Inbound and Outbound)
These endpoints should allow customers to programmatically retrieve AI-generated summaries in real time or near real time, independent of RCX Workflow-only implementations.
BenefitsDelivers on the originally communicated AI value proposition
Enables true omnichannel AI insights across voice and email
Supports deeper system integrations and automation use cases
Reduces dependency on workflow-only extraction methods
Improves customer satisfaction and trust in RingCX AI roadmapSupporting AI summary extraction across all major communication channels is critical to achieving feature parity, enabling scalable integrations,…
1 vote -
Enable Automated Disposition Email Generation for Manual Outbound Calls
RingCX currently supports automated email generation for inbound calls based on the disposition selected by the agent, through custom workflow. This feature has already been designed, presented, demo’d, and validated for inbound workflows.
However, during UAT, customers requested that this same functionality be extended to manual outbound calls, which is not currently supported.
Current Limitation:
Automated disposition-triggered emails only work for inbound calls
Manual outbound calls do not generate emails, even when dispositions are applied
Agents must perform follow-up communications manually, leading to inconsistent workflows between inbound and outbound callsRequested Enhancement
Enable automated email generation for manual outbound calls,…2 votes -
Configuration to optionally allow Agent Notes field under Disposition Menu
the Agent Disposition Notes field is present in order to complete call disposition. With the ability for agents to now edit and update the Summary field, this requirement often results in duplicated information and increased after-call work.
We understand that the Agent Disposition Notes field is a core product design element and cannot currently be disabled at the account level. However, for many customers, the Summary field is sufficient—and preferred—for capturing call outcomes and context.
Requested enhancement:
Add an account-level configuration option that allows customers to disable the Agent Disposition Notes field, enabling teams to rely solely on the Summary…1 vote -
Enable Searching and Managing Contacts even without being on an Active call
Currently, full contact cards in RingCentral are only accessible during an active call. When not on a call, users cannot search for, view, or update contacts unless they navigate through Call History, which is limiting and inefficient.
Requested enhancement:
Provide a centralized Contacts view that allows agents to:Search and manage contacts at any time (not just during active calls)
View full contact cards outside of calls
Create, edit, and update contacts proactively2 votes -
Align RingCX Agent 'Stats' Tab with Real-Time Analytics: Split 'Presented' into Inbound & Outbound
Currently, in the RingCX Agent Interface, the Stats tab (specifically under the 'Inbound' and 'Blended' views) provides a single column for "Presented" calls. This metric is an aggregate that combines both Inbound and Outbound presented calls into one figure.
In contrast, the RingCX Analytics Real-Time Dashboards (e.g., the People Services Dashboard) already provide a granular breakdown with separate columns for "Pres. IB" (Inbound) and "Pres. OB" (Outbound).
This discrepancy creates a lack of visibility for agents who need to distinguish between their reactive (inbound) and proactive (outbound/manual dial) performance within their primary workspace.
Proposed Solution
Update the Table Settings within…26 votes -
Adaptive AI Speaking Voice: The AI voice agent should dynamically adjust its speaking pace to align with the caller’s speed of speech.
Adaptive AI Speaking Voice: The AI voice agent should dynamically adjust its speaking pace to align with the caller’s speed of speech. This is especially important as many of our clients are seniors who may speak or respond more slowly, and a matched pace helps create a more comfortable and accessible interaction.
7 votes -
RingCX - MS Dynamics plugin - Agent script open a contact details popup window when agent receive call
Currently in RCX MS Dynamics plugin, when you use an agent script to open a popup window displaying contact details, the script is launched when agent answer the call and NOT when agent receive the call. Thus agent doesn't know who call until he answered the call.
And thus we will have same behavior in RCX MS Dynamics and RCX embedded in REX desktop app.
So agent script must be launched when agent receive and thus agent will be able to see contact details in the popup window before answering the call.3 votes -
callback feature only when calls are waiting or wait time reaches a set threshold
Feature Request: Create a feature that can dynamically determine when a callback queue event should be offered based on specific thresholds (i.e SLA, elapsed time (currently in place), abandoned rates, # of calls waiting, etc.)
5 votes -
Option in RingCX to never allow our agents to mute an interaction
We would like to implement a feature in RingCX that prevents our agents from muting any ongoing interactions. This option should ensure that all communications remain audible and transparent, thereby enhancing accountability and ensuring that all parties are fully engaged in the conversation. This could help minimize misunderstandings and promote a higher level of service quality.
0 votes -
SMS delayed send
SMS Delayed Send allows users to compose a message and choose a specific date and time for it to be sent automatically, rather than delivering it instantly.
This feature gives teams more control, consistency, and professionalism in how they communicate—especially in time-sensitive or customer-facing operations.2 votes -
Show Indicator for Inbound Queue Callback on Agent Side
Description:
Currently, when a call comes in as a callback from a queue, the RingCX agent interface treats it as a normal inbound call. There is no visual indication or label to inform the agent that this call was requested via a queue callback.This makes it difficult for agents to differentiate between standard inbound calls and callbacks, which can impact handling priority and customer experience.
Requested Feature / Enhancement:
- Add an option (script or toggle) in RingCX Admin / Studio / Agent Interface to clearly indicate on the agent side when a call is an inbound queue…
6 votes -
Custom Alphanumeric Verification for Call Queue Routing with CRM Association
We would like to request a feature that enables the use of a custom alphanumeric verification code for callers entering a call queue. The length and format of this code should be configurable by the customer.
Proposed Functionality:
Allow callers to input a unique alphanumeric verification code before or during entry into a call queue
Enable administrators to define the length and format of the code (e.g. numeric only, alphanumeric, fixed or variable length)
When a valid code is entered, automatically bypass standard IVR menu selections and route the caller directly into the appropriate queue
Integrate with CRM systems so…2 votes -
RingCX Voice Connection (RingCentral Phone) Call Control Enhancement
Summary:
Request to enhance call control functionality when using "RingCentral Phone" as the selected voice connection within RingCX.Description:
Currently, when "RingCentral Phone" is selected as the voice connection in RingCX, the call control remains within the RingCX platform (ringcx.ringcentral.com). As a result, users are unable to perform call control actions—such as call transfer—directly from the RingCentral App.Expected Behavior:
When "RingCentral Phone" is selected as the voice connection, call control should be enabled within the RingCentral App, allowing users to:Perform call transfers
Access standard call control features (hold, mute, transfer, etc.)
Seamlessly interact with RingEX features, including voicemail…3 votes -
call back to follow queue business hours
We have a CX Queue called RPS. On Fridays, the queue closes at about 4:30pm. The agents log off and go home. Sometimes there is a requested callback still waiting to happen. The next morning, the RPS agent arrives at 6:45am for our 7:00am opening of the rehabilitation department. The agent needs to log in to receive any calls concerning the 7am appointments, like late arrive or cancelling the appointment. This agent then at 6:45am fields the callback that was left the previous night. This is too early to be calling patients. We would like that callback to start at…
24 votes
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