1664 results found
-
Omit country and area codes when dialing in RingCX
When dialing via the RingCX application, please omit the country code and area code.
The customer is asking whether RingCX can automatically omit country and area codes when dialing.4 votes -
Log all calls even if Agent is offline in RingCentral Voice for Salesforce
Log all calls even if the agent is offline in RingCentral Voice for Salesforce.
2 votes -
Agent-Assigned Callback Lists
Summary:
Add the ability to create and manage a list of callback phone numbers that can be assigned directly to a specific agent instead of being routed through a queue.Business Need:
Some organizations require continuity of service by having the same agent who previously worked with a customer complete the callback. The current queue-based callback routing can result in callbacks being delivered to any available agent, which may require the customer to repeat information and reduce efficiency.Requested Functionality:
Allow administrators or supervisors to create a callback list.
Enable callbacks to be assigned directly to a designated agent.
Provide…1 vote -
callback callerID
Q callbacks can only be provisioned with the CID of an existing queue. This does not use the Q's Manual Outbound or Transfer Override Caller ID settings. It appears its using a phone number assigned to a channel that routes the call to the Q.
Customer is requesting an option to include / enter an external number as the CID.
Currently, if another number is entered in the "Callback from Queue" field, it is disregarded and uses the default queue, which results in the channel's phone number assigned to the Q.
Customer supports multiple residential properties and all calls originally…
9 votes -
Lower Ringtime on campaigns to 15 seconds
Lower Ringtime on campaigns to 15 seconds, right now the minium we can go to is 20 seconds
Our testing has demonstrated that approximately 20 seconds represents an inflection point where voicemail pickups begin to increase significantly. By allowing a configurable ring timeout of 15 seconds, we can:
Reduce the number of calls answered by voicemail.
Improve Answering Machine Detection (AMD) performance.
Reduce unnecessary machine-to-agent transfers.
Improve agent productivity and customer experience.
Reduce overall dialing latency while remaining compliant with applicable regulations.2 votes -
RingCX Analytics Schedules Schedule Frequency select specific days of the week
The settings in RingCX Analytics Schedules should the option to select specific days of the week, like setting a schedule for Mon|Wed|Thu or Tue|Wed|Thu|Fri|Sat.
1 vote -
Admin Roles and Permissions Access Control
Add a dedicated permission within the Admin Role section that allows organizations to grant or restrict access to Roles and Permissions for individual administrators.
Currently, administrators cannot be given broader account-management capabilities, such as account visibility and managing users or queues, without also receiving access to roles, permissions, and access-control settings.
The requested enhancement would allow some administrators to manage operational areas of the account while preventing them from assigning roles, modifying role permissions, or granting and removing permissions for other users.
This would support a clearer separation between account management and access governance, while reducing the risk of unauthorized…
34 votes -
Support Rich Text Formatting for Messaging Pre-chat Forms
Summary
Add support for rich text formatting in RingCX Messaging Pre-chat Forms, allowing administrators to apply different font styles to specific words or portions of text within field labels, descriptions, and informational messages.Current Behavior
In RingCX Admin > Channels > Messaging Pre-chat forms, any available formatting applies to the entire text element. Administrators cannot selectively format individual words or phrases (e.g., bold, italic, underline, different font sizes, or colors) within the same field or message.Requested Enhancement
Provide a rich text editor or HTML/Markdown support that allows administrators to:Bold, italicize, or underline selected text.
Apply different font sizes…1 vote -
AI summaries without requiring agent disposition
Currently, the AI summaries can only be activated if the dispositions is required. It would be nice to have it without requiring the agents dispositions.
1 vote -
Add "Today" on Date Range filter for custom historical dashboards
The "Today" filter is available on the standard dashboard. However, the option gets removed as soon as you clone the report or create a custom dashboard. As a workaround, we have to select the static or relative period option and then select today's date. This can be tricky and time-consuming.
1 vote -
AI Audio Redaction Service
AI Audio Redaction Service
1. The Problem Statement
Currently, RingCentral Session Border Controllers (SBCs) capture raw audio and attach it to RingEX (REX) or RingCX (RCX). When these recordings move into RingSense/ACE, the system successfully redacts PII and PCI from the text transcripts, but the raw audio files remain untouched.
The Risk: Unredacted audio containing sensitive PII/PCI resides in REX/RCX for 30–90 days, and in ACE for up to 12 months.
The Liability: This exposes clients to severe compliance violations (PCI-DSS, HIPAA, GDPR), a risk compounded by the common client misconception that audio is redacted alongside transcripts.
2. The Proposed…3 votes -
Add Callback Option to Workflow and No Agents Signed In Handling
Request
Please consider adding a callback option within the workflow configuration and within the “No agents signed in” handling options.
Current Limitation
At present, there is no available option to configure a callback action as part of the workflow. Additionally, when the “No agents signed in” scenario is triggered, there is also no option to offer or initiate a callback.
Expected Enhancement
Introduce callback functionality in both areas so that customers can request a callback when:
A workflow requires an alternative contact option.
No agents are available or signed in to handle the interaction.This would provide more flexibility in…
1 vote -
Omnichannel & Scheduled Callback for RingCentral RingCX Handled in Workflows
Advanced Omnichannel & Scheduled Callback for RingCentral RingCX Handled in Workflows
The current "Callback in Queue" functionality in RingCentral RingCX is bound strictly to individual queue events, creating operational gaps and falling short of modern CCaaS market standards. This proposal outlines a comprehensive enhancement to transition RingCX from a basic, reactive voice-callback mechanism to an intelligent, omnichannel, and customer-scheduled callback ecosystem.
By embedding callback logic directly into the IVR workflow and digital routing engines, RingCX will empower administrators with precise operational control, provide agents with critical customer context, and offer customers unprecedented flexibility across voice and digital channels.Implementing these…
14 votes -
auto dialer with automated system
I would like to have a feature that when i dialed the customer's number using RingCentral App
there will be an Automated system will tell my customer that im on my way.3 votes -
Support Salesforce Record Lookup by ExternalID for RingCX Campaigns
Feature Summary:
Add the ability to configure the Salesforce record lookup method used by the RingCX integration. In addition to the current phone number-based matching, provide an option to use a Salesforce ExternalID field as the primary lookup key.Business Need:
Some organizations maintain multiple Salesforce Leads or Contacts with the same phone number due to their business processes. With the current phone number-based lookup, RingCX prompts agents to select the correct record whenever duplicate phone numbers are found, which slows down the dialing process and increases the risk of selecting the wrong record.Many customers already use a unique…
2 votes -
custom wrap up timer
Please add additional granularity or the option for custom wrap up timer value. Jumping from 1 to 3 minutes for choices is not ideal. We would like to do 90 seconds, but would settle for 2 minutes. Not having the option to just enter a number of seconds between 0 and 600 seems like forced inefficiency due to a inflexible UI choice.
1 vote -
Add a column of Call_Results__c in Ring Central for Salesforce
I would like to add a column of CallResults_c in Ring Central for Salesforce, I need add that field in that box up to the notes or the best place available.
2 votes -
Include Customer DTMF Inputs in RingCX Queue Reporting
Business Need / Context:
We currently have reporting visibility for DTMF (keypad) inputs while a caller is navigating the initial IVR/Workflow. However, once a call enters a queue, any DTMF inputs made by the customer (e.g., pressing a digit to request a callback, change priority, or trigger an automated action) are not captured in any standard, pullable reports.Currently, our team can only verify queue DTMF inputs by running a manual backend trace on individual calls using internal tools. This is highly inefficient, delays troubleshooting, and limits our ability to track customer behavior and queue performance at scale.
User Persona…
3 votes -
CEB to RingCX Migration Path
CEB is a great place to start, but as business evolves, there is a need to be able to migrate seamlessly and efficiently to a full CX platform like RingCX.
1 vote -
MSFT Teams + RCX Integration
An integration into MSFT Teams for RCX as a contact center
2 votes
- Don't see your idea?