307 results found

1. Voicemail Box

   Call centers currently do not have a unified voicemail box. They can only receive voicemails to an email. This requires the users to constantly monitor their email and search for voicemails in a separate application. A voicemail box, like Ring EX provides, for the call queues would allow agents to stay within their application and it would allow them to have full functionality out of a single pane of glass.

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2. RingCX SPOG: contact search during transfer caps at 10 results — raise the cap and add scroll

   Description
   In the RingCX SPOG App, when users initiate a call transfer and search for a contact, the system currently returns only 10 results.

   This limitation makes it difficult for agents to locate the correct contact, particularly in environments with large directories or when contacts have similar names.

   Steps to Reproduce
   1. Initiate or receive a call
   2. Attempt to transfer the call
   3. Use the contact search function
   4. Observe that only 10 contacts are returned, even when more matches exist

   Actual Result
   Search results are limited to 10 contacts.

   Expected Result
   Search should return more results (e.g., 50–100) or support pagination / infinite scrolling to allow access to all relevant contacts.

   Proposed Solution
   - Increase the result limit to a higher threshold (configurable if possible)
   - Implement pagination or infinite scroll
   - Improve search relevance (e.g., fuzzy search, ranking)
   - (Optional) Add filters such as department or team

   Business Impact
   - Increases Average Handle Time (AHT)
   - Reduces agent efficiency
   - Increases likelihood of incorrect call transfers
   - Negatively impacts user experience

   =====

   Today, when a RingCX SPOG agent initiates a call transfer and types into the contact search field, the dropdown returns at most 10 matches with no way to see more. In tenants with large corporate directories or common names (e.g. multiple "John" or "Smith"), agents often can't find the intended transfer target and either guess, hang up, or escalate. The desired behavior is a larger result set (target ~50–100), with pagination or infinite scroll so the agent can keep looking, and ideally fuzzy/relevance ranking so the right contact surfaces near the top. Impact: lower AHT on transfers, fewer misrouted calls, less agent friction in directories of any meaningful size.

   Description
   In the RingCX SPOG App, when users initiate a call transfer and search for a contact, the system currently returns only 10 results.

   This limitation makes it difficult for agents to locate the correct contact, particularly in environments with large directories or when contacts have similar names.

   Steps to Reproduce
   1. Initiate or receive a call
   2. Attempt to transfer the call
   3. Use the contact search function
   4. Observe that only 10 contacts are returned, even when more matches exist

   Actual Result
   Search results are limited to 10 contacts.

   Expected Result
   Search should return more results (e.g., 50–100)… more

   3 votes

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3. 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.

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4. 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 proactively

   2 votes

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5. 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 the Agent 'Stats' view to allow for more granular metric selection. Specifically, we request that the single "Presented" checkbox be replaced or supplemented with:

   Presented Inbound (Pres. IB)

   Presented Outbound (Pres. OB)

   This change should be reflected in both the Stats Table columns and the Summary Tiles at the top of the interface.

   Key Benefits
   Consistency: Aligns the Agent UI with the existing Real-Time Analytics/Supervisor reporting structure, providing a "single source of truth" across the platform.

   Performance Tracking: Allows agents to clearly see how many manual dials or outbound campaign calls have been presented versus inbound queue volume.

   Accuracy: Prevents confusion when an agent's "Presented" count is high, but their "Answered" count looks low because they were performing manual dials that are currently being lumped into the same stat.

   Operational Efficiency: Reduces the need for agents to ask supervisors for a breakdown of their activity, as they can self-serve this data directly from their RingCX workspace.

   Supporting Documentation
   Refer to attached: JLP RCX Agent Stats Settings.jpg – Shows the current limitation in the Table Settings.

   Refer to attached: JLP RCX Real Time Dash.jpg – Shows the existing functionality in Analytics that we wish to see mirrored in the Agent view.

   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… more

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   25 votes

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6. Closed Caption in CX

   RingCX currently does not provide live closed captioning or real‑time transcription visibility for agents handling voice calls in the RingCentral desktop app. This creates a meaningful accessibility gap, especially given that live captions are available in RingEX and that RingCX already performs real‑time transcription behind the scenes for analytics and AI features.
   This appears to be a product parity and accessibility issue, not a technical limitation.

   Why This Matters
   Live closed captioning is a recognized accessibility accommodation, not merely a convenience feature. Its absence in RingCX directly impacts:

   Deaf or hard‑of‑hearing agents
   Agents with auditory processing disorders
   Neurodivergent agents who benefit from visual reinforcement
   Non‑native speakers
   Agents working in noisy or shared environments

   While RingCX provides post‑call transcription and AI insights, accessibility requires real‑time participation, not retrospective review.

   Key Concern
   RingCentral already demonstrates the technical capability to:

   Generate real‑time transcription (RingSense, AI Assist, analytics)
   Display live captions in another core product (RingEX)

   However, RingCX agents cannot see this transcription live during calls, even though it exists during the interaction. This creates an inconsistency across RingCentral products and places contact center agents at a disadvantage.

   Business & Operational Impact
   Beyond accessibility compliance, live captions would:

   Improve agent comprehension and accuracy
   Reduce mishearing‑related errors
   Support faster onboarding and training
   Improve confidence and call quality in complex or high‑stakes conversations
   Enable more inclusive hiring and retention practices

   From an operational standpoint, this is a quality, performance, and workforce enablement improvement, not just an accommodation request.

   Request
   We strongly recommend that RingCentral:

   Add live closed captioning / real‑time transcription visibility for RingCX voice calls in the desktop app
   Allow captions to be:

   Agent‑visible
   Optional / toggle‑based to reduce cognitive load

   Treat this as an accessibility and compliance enhancement, not a general feature request

   Closing
   As organizations increasingly prioritize accessibility, inclusivity, and remote work, the lack of live captions in RingCX represents a growing gap. Aligning RingCX with RingEX in this area would significantly strengthen RingCentral’s accessibility posture and agent experience.
   We appreciate consideration of this feedback and would welcome inclusion of this capability on the RingCX product roadmap.

   RingCX currently does not provide live closed captioning or real‑time transcription visibility for agents handling voice calls in the RingCentral desktop app. This creates a meaningful accessibility gap, especially given that live captions are available in RingEX and that RingCX already performs real‑time transcription behind the scenes for analytics and AI features.
   This appears to be a product parity and accessibility issue, not a technical limitation.

   Why This Matters
   Live closed captioning is a recognized accessibility accommodation, not merely a convenience feature. Its absence in RingCX directly impacts:

   Deaf or hard‑of‑hearing agents
   Agents with auditory processing disorders
   Neurodivergent agents who… more

   4 votes

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7. Notification for agents when being on a call for too long

   Configurable alert to the agent based on time in call.

   We have an guideline for our agents of approximately how long they should be on a call, would be nice if a supervisor/admin could set an alert for an agent or groups of agents. So if an agent is on a call for X minutes, they get a pop-up alert on the screen, or ideally a separate pop-up window in case they've switched focus to another system, letting them know they should consider escalating the call to a higher level.

   5 votes

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8. Wrap-up timer shows agents in wrap-up and not available

   Problem:
   Previous provider would allow a certain wrap-up time before putting agents back into availability using a ""wrap-up"" code, not available code. Supervisors see multiple people in available but calls queuing, as the current setup shows agents as ""available"" when they're actually in their wrap up time.

   The feature request:
   Wrap-up time allowance, which then puts the agent back to available after the countdown. At a queue level, theres a ""Wrap time"" at a queue level, but it shows agents as available to supervisors which is misleading when managing a large amount of people and queues.

   Why it matters:
   This is beneficial to manage agents and SLA's combined ensuring agents are available for our customers when needed. Also gives supervisors full visibility of who is actually available to take calls at any one time.

   Problem:
   Previous provider would allow a certain wrap-up time before putting agents back into availability using a ""wrap-up"" code, not available code. Supervisors see multiple people in available but calls queuing, as the current setup shows agents as ""available"" when they're actually in their wrap up time.

   The feature request:
   Wrap-up time allowance, which then puts the agent back to available after the countdown. At a queue level, theres a ""Wrap time"" at a queue level, but it shows agents as available to supervisors which is misleading when managing a large amount of people and queues.

   Why it matters:
   This… more

   3 votes

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9. RingCX Browser and Dynamics CRM integration - split audio output for calls and calls notification

   Problem:

   Currently, RingCX Browser cannot be configured to route speech audio (incoming/outgoing calls) to split audio speech path and audio notification between headset and other audio device. For example, if the user wants to have inbound call audio notification to laptop speaker and the speech path to headset, it is not possible, all comes to one audio channel output . This limitation can be disruptive, especially in environments where users need to focus on calls but have other task away from desk, without being alerted by laptop speaker about a inbound call, they most probably missed those inbound calls. Using SPOG is not an option as Customer nedds the integration with Microsoft Dynamics to work.

   Proposed Solution:

   Audio Output Configuration: Allow users to specify distinct audio devices for speech and notifications within the RingCX Browser settings and RCX Dynamics connector settings.
   Device Selection: Provide a dropdown menu or similar interface to select the desired audio devices for each category.
   Default Settings: Offer options to set default audio devices for speech and notifications, allowing users to quickly configure their preferences.

   Benefits:

   Improved Focus: Users can concentrate on calls in a multitasking environments.
   Flexibility: Users can customize their audio setup to suit their individual preferences and work environments.
   Accessibility: This feature can benefit users with hearing impairments or specific audio requirements.
   By implementing this feature, RingCX Browser and the RCX Dynamics connector can provide a more tailored and user-friendly experience, especially for users who rely on the application for frequent communication tasks.

   Problem:

   Currently, RingCX Browser cannot be configured to route speech audio (incoming/outgoing calls) to split audio speech path and audio notification between headset and other audio device. For example, if the user wants to have inbound call audio notification to laptop speaker and the speech path to headset, it is not possible, all comes to one audio channel output . This limitation can be disruptive, especially in environments where users need to focus on calls but have other task away from desk, without being alerted by laptop speaker about a inbound call, they most probably missed those inbound calls. Using… more

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10. Ability to remove suggested email addresses in RingCX

    We’d like an option for agents and supervisors to manually remove or delete suggested email addresses in the RingCX application.
    During testing, an email was sent to one of our team member’s personal address. Now, when users type the last name in the To field, both the personal and work addresses appear, and the personal address often gets selected because it appears first. We can’t find a way to delete or suppress that suggestion.

    4 votes

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11. Automatically log the RingCX agent out after they stay idle for a certain period of time

    To have a settings where they can set an idle time to automatically log out RingCX agent.
    New status "Auto Logged Off" to track in reporting.
    Option to schedule log outs, e.g. in the end of the day.

    9 votes

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12. Update RingCX Agent for ALL Interaction Types

    Currently, the RingCX agent only updates an agent's status when a voice interaction is received and not when a chat interaction is received.

    When a chat interaction is received, the status of the Agent stays in "Available" even if the "Max number of concurrent interactions" setting is set to '1'.

    This makes it difficult for Admins and Supervisors to accurately manage their agents, because this status does not change in the dashboards.

    It would make sense to simplify the status changing in the CX agent for all interactions, when the agent is engaged.

    56 votes

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13. Track and report on agents' geo-location

    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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14. 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

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15. Persistent login across browser tabs for Dynamics

    Feature Request: Persistent Login for RingCX Dynamics Agent
    Description:
    The RingCX Dynamics Agent logs users out whenever they switch tabs or applications within Dynamics, requiring repeated logins and disrupting workflow.

    Current Behaviour:

    Users must log in again after navigating to a different tab or application.
    This causes delays and frustration.
    Proposed Enhancement:

    Maintain login sessions while users switch tabs or applications.
    Keep authentication valid for the duration of the Dynamics session unless manually logged out.
    Business Impact:

    Reduces login fatigue and improves efficiency.
    Minimizes workflow disruptions.

    perhaps enable the use of the Ringcentral app in conjunction with Dynamics integration, calls handled in either ringcx.ringcentral.com or app.ringcentral.com or full app, screen pops on incoming always call new tab in dynamics, click to dial utilises the application?

    (full disclosure this is a copy pasta from the salesforce request, thanks to original poster :) )

    Feature Request: Persistent Login for RingCX Dynamics Agent
    Description:
    The RingCX Dynamics Agent logs users out whenever they switch tabs or applications within Dynamics, requiring repeated logins and disrupting workflow.

    Current Behaviour:

    Users must log in again after navigating to a different tab or application.
    This causes delays and frustration.
    Proposed Enhancement:

    Maintain login sessions while users switch tabs or applications.
    Keep authentication valid for the duration of the Dynamics session unless manually logged out.
    Business Impact:

    Reduces login fatigue and improves efficiency.
    Minimizes workflow disruptions.

    perhaps enable the use of the Ringcentral app in conjunction with Dynamics integration, calls… more

    2 votes

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16. Audit log to show when things are requeued by an agent

    Within digital interactions it is not clear when agents have requeued interactions when looking at thread audit logs. This needs to be clear for agent management.

    Alongside this it is best practice to show which queue the interaction is in as large accounts such as ours have close to 100 queues to manage. Currently, all we can see is that the interaction has moved to 'triage queue' with no insight into which queue that is.

    11 votes

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17. Feature Request: Improve Call Logging Reliability in RingCX Embedded Agent for Dynamics 365

    Subject: Feature Request: Improve Call Logging Reliability in RingCX Embedded Agent for Dynamics 365

    Product Area: RingCX
    Component: Embedded Agent – Microsoft Dynamics 365 Integration
    Request Type: Feature Enhancement / Reliability Improvement
    Priority Impact: High (Data integrity, reporting accuracy, agent workflow)

    ---

    Problem Statement

    The RingCX Embedded Agent integration with Microsoft Dynamics 365 has several limitations that result in missing or incomplete phone call records when required fields (specifically the Name and Call To / Call From fields) are not populated at call end.

    These limitations cause gaps in call reporting, incomplete CRM activity history, and inconsistent agent workflows—particularly in healthcare and high-volume contact center environments where calls may end abruptly or contacts may not yet exist in Dynamics.

    ---

    Current Behavior

    1. Name field dependency

    • If the Name field is not populated at disposition time:

      • Phone call records may not be created in Dynamics 365
      • Placeholder customer/patient records may be auto-created with no populated data

    1. Common scenarios leading to missing Name field

    • Phone numbers associated with multiple Dynamics records (ambiguous match)
    • Inbound calls from contacts not yet in Dynamics
    • Outbound calls to external parties not stored in Dynamics (e.g., physicians, vendors)
    • Calls going directly to voicemail or ending abruptly
    • Immediate transition to the disposition screen, increasing missed data entry
    • Agents intentionally leaving calls untracked due to workflow constraints

    1. Dynamics constraints

    • The Call To / Call From field is required by Dynamics 365
    • RingCX currently cannot create call records without these required fields populated

    ---

    Business Impact

    • Inaccurate call volume and performance reporting
    • Missing CRM activity records for completed calls
    • Increased manual cleanup and reconciliation work
    • Reduced agent compliance and usability
    • Risk to auditability and operational visibility in regulated environments

    ---

    Requested Enhancements

    1. Decouple Call Record Creation from Name Field Completion

    Allow phone call activity records to be created in Dynamics 365 even if the Name field is empty, using a temporary or system-generated reference (e.g., “Unknown Caller”).

    This would:

    • Preserve call metadata (time, direction, duration, agent)
    • Allow post-call completion of required fields
    • Ensure accurate reporting and historical tracking

    ---

    2. Prevent Automatic Customer/Patient Record Creation

    Add an option to disable auto-creation of customer/contact records from RingCX calls.

    Desired behavior:

    • Call records can exist independently of customer/contact records
    • Customer/contact creation remains a manual, user-driven action

    ---

    3. Improve Name Field Visibility and Workflow

    Enhance agent UI to reduce missed Name entries by:

    • Making the Name field more prominent
    • Displaying the Name field on both call and disposition screens
    • Optionally merging Name entry and disposition into a single workflow step
    • Preventing disposition submission until required CRM fields are reviewed

    ---

    4. Support Deferred Field Completion

    Allow agents or supervisors to populate or correct:

    • Name
    • Call To / Call From after the call record has already been created in Dynamics.

    ---

    Expected Outcome

    • All RingCX calls generate a corresponding Dynamics phone call record
    • Improved data integrity and reporting accuracy
    • Reduced agent friction and training overhead
    • Better alignment with real-world call center workflows
    • Increased adoption of RingCX Embedded Agent in Dynamics-heavy environments

    ---

    Environment Details

    • Platform: RingCX
    • Integration: Embedded Agent for Microsoft Dynamics 365
    • Use Case: High-volume inbound and outbound contact center operations
    • Industry Impact: Healthcare, enterprise support, regulated environments

    ---

    Request

    Please review the feasibility of these enhancements and advise:

    • Whether these changes align with the RingCX product roadmap
    • If configuration-based alternatives are planned
    • Recommended next steps for prioritization

    Thank you for considering this request.

    Subject: Feature Request: Improve Call Logging Reliability in RingCX Embedded Agent for Dynamics 365

    Product Area: RingCX
    Component: Embedded Agent – Microsoft Dynamics 365 Integration
    Request Type: Feature Enhancement / Reliability Improvement
    Priority Impact: High (Data integrity, reporting accuracy, agent workflow)

    ---

    Problem Statement

    The RingCX Embedded Agent integration with Microsoft Dynamics 365 has several limitations that result in missing or incomplete phone call records when required fields (specifically the Name and Call To / Call From fields) are not populated at call end.

    These limitations cause gaps in call reporting, incomplete CRM activity history, and inconsistent agent workflows—particularly in healthcare… more

    5 votes

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18. Chat Popout Window

    Allow user to pop chat window out, incase they need to navigate away from the current window.

    14 votes

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19. Feature Request: Embedded Integration for RingCX + Zoho

    I’d like to submit a feature request regarding the current RingCX integration with Zoho.

    At present, the only available method for connecting RingCX to Zoho is through the Chrome extension. Several customers have expressed the need for a more seamless workflow by having this functionality embedded natively within RingCX instead of relying on the extension.

    Requested Enhancement:

    Add support for a native or embedded RingCX–Zoho integration, removing the dependency on the browser extension.

    Goal: Improve agent workflow efficiency, reduce extension-related issues, and provide a more streamlined user experience.

    This enhancement would greatly improve usability and stability for customers leveraging Zoho within their RingCX/CC environment.

    I’d like to submit a feature request regarding the current RingCX integration with Zoho.

    At present, the only available method for connecting RingCX to Zoho is through the Chrome extension. Several customers have expressed the need for a more seamless workflow by having this functionality embedded natively within RingCX instead of relying on the extension.

    Requested Enhancement:

    Add support for a native or embedded RingCX–Zoho integration, removing the dependency on the browser extension.

    Goal: Improve agent workflow efficiency, reduce extension-related issues, and provide a more streamlined user experience.

    This enhancement would greatly improve usability and stability for customers leveraging Zoho… more

    3 votes

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20. Add Filter for Schedule or Hours-Based Queue Alerts

    Issue:
    Currently, the alert system does not account for queue schedules, operating hours, or specific time-based configurations. As a result, queues that are intentionally set to operate 24/7 or have custom schedules generate continuous “no agents in queue” or similar alerts outside of normal staffing hours. This leads to unnecessary email traffic and alert fatigue, making it harder to identify genuine issues.

    Proposed Solution:
    Introduce a filter or condition in the alert configuration that allows you to assign a schedule or operating hours for the alert before sending alerts.

    This enhancement would ensure that alerts such as “no agents available” are only triggered during scheduled operating times at alert level, significantly improving alert accuracy and reducing excessive notifications for intentionally unstaffed queues.

    This would be especially beneficial for teams managing 24×7 or multi-region queues as part of larger, integrated solutions.

    Issue:
    Currently, the alert system does not account for queue schedules, operating hours, or specific time-based configurations. As a result, queues that are intentionally set to operate 24/7 or have custom schedules generate continuous “no agents in queue” or similar alerts outside of normal staffing hours. This leads to unnecessary email traffic and alert fatigue, making it harder to identify genuine issues.

    Proposed Solution:
    Introduce a filter or condition in the alert configuration that allows you to assign a schedule or operating hours for the alert before sending alerts.

    This enhancement would ensure that alerts such as “no agents available”… more

    2 votes

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