724 results found

1. RingCX Agent Script - Button Configuration Option For Transfers

   RingCX > Admin > Agent Scripts > Button > Button Configuration > Actions > Button Action: Call Control / Call Action: Cold Transfer

   We had an issue when attempting to use an agent script button to perform a cold transfer to a 10 digit RingEX phone number where the tag configuration of {{model.call.ani}} was not being respected. On the EX side, the transfer recipient would see our main RingEX phone number as opposed to the callers ANI.

   After a support ticket was opened for months, a support agent finally stated that we needed to use {{model.call.aniE164}}. This tag does not exist within the pre-defined {{add a tag}} options.

   The {{model.call.aniE164}} option needs to be added to the pre-defined {{add a tag}} options as I am sure there are plenty of RingCX customers who have the need to perform warm / cold transfers to the RingEX platform that wish to keep the callers ANI in tact upon transferring.

   RingCX > Admin > Agent Scripts > Button > Button Configuration > Actions > Button Action: Call Control / Call Action: Cold Transfer

   We had an issue when attempting to use an agent script button to perform a cold transfer to a 10 digit RingEX phone number where the tag configuration of {{model.call.ani}} was not being respected. On the EX side, the transfer recipient would see our main RingEX phone number as opposed to the callers ANI.

   After a support ticket was opened for months, a support agent finally stated that we needed to use {{model.call.aniE164}}. This tag does not… more

   •  

   1 vote

   Vote Vote Vote Vote

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Vote

   We’ll send you updates on this idea

   New  ·  0 comments  ·  Interaction routing, workflow & queuing  ·  Edit…  ·  Delete…  ·  Admin →
   How important is this to you?

   Not at all You must login first! Important You must login first! Critical You must login first!

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Submit Rating

2. RingCX Conference Calling

   RingCX Conference Calling
   The customer would like to have conference calling functionality in the RingCX platform, enabling them to add more than two participants to a call.

   2 votes

   Vote Vote Vote Vote

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Vote

   We’ll send you updates on this idea

   New  ·  0 comments  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
   How important is this to you?

   Not at all You must login first! Important You must login first! Critical You must login first!

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Submit Rating

3. check what number given by the customer in the call back request

   A report to check what number given by the customer in the call back request

   1. Additional details for the feature that you are requesting:
      There is no way to continue to track a call if the caller requests a call back to a number that they didn’t call from.

   2. What is your use case for this feature request?
      To figure out what happened to a certain call/s without having to ask the caller what number they used when they enter it into the system.

   3. What problem are you trying to solve or what problems does the current functionality cause?
      Streamlining analytics.

   4. How do you want the feature/product to work (proposed solution)?
      Keep it under the same UII number or combine them in analytics.

   A report to check what number given by the customer in the call back request

   1. Additional details for the feature that you are requesting:
      There is no way to continue to track a call if the caller requests a call back to a number that they didn’t call from.

   2. What is your use case for this feature request?
      To figure out what happened to a certain call/s without having to ask the caller what number they used when they enter it into the system.

   3. What problem are you trying to solve or what problems does the current functionality cause?
      Streamlining… more

   2 votes

   Vote Vote Vote Vote

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Vote

   We’ll send you updates on this idea

   New  ·  0 comments  ·  Realtime & historical analytics  ·  Delete…  ·  Admin →
   How important is this to you?

   Not at all You must login first! Important You must login first! Critical You must login first!

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Submit Rating

4. Improve RingCX Salesforce OpenCTI session handling to prevent call disruption due to stale browser cache/session data

   Description:
   When browser cache/session data becomes stale or corrupted, RingCX Salesforce OpenCTI sessions may fail to load properly, resulting in:

   Calls not ringing
   Agent unable to accept calls
   Silent failure until cache is manually cleared

   Request:
   Implement improved session validation and auto-recovery mechanisms so that:

   The CTI session can detect corrupted/stale state
   Automatically refresh/reinitialize the session without requiring full browser cache clear
   Provide soft recovery (reload CTI session, re-authenticate silently, or reset state)

   Business impact:
   Reduces agent downtime and eliminates dependency on manual cache clearing, improving reliability in production environments.

   1 vote

   Vote Vote Vote Vote

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Vote

   We’ll send you updates on this idea

   New  ·  0 comments  ·  Integrations & APIs  ·  Edit…  ·  Delete…  ·  Admin →
   How important is this to you?

   Not at all You must login first! Important You must login first! Critical You must login first!

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Submit Rating

5. Standalone Agent Notes Field Within Agent Script (Live Call Mode)

   Provide agents with a clean, simplified interface to enter notes during live calls by enabling a standalone Agent Notes field within the Agent Script → Agent Disposition section—without exposing other fields such as Disposition or AI Summary.

   Agents need a quick and distraction-free way to capture notes during live interactions. However, the current Agent Disposition section includes multiple elements (e.g., Disposition dropdown, AI Summary field), which:

   *Adds unnecessary clutter during active calls
   *Slows down note-taking while agents are engaged with customers
   *Increases cognitive load when only note-taking is required

   Key Capabilities

   1. Isolated Notes Input Field: Agent Notes can be displayed independently within the script
   2. Script-Level Configuration: Admins can control which disposition elements are shown per workflow/use case
   3. Real-Time Usability: Optimized for quick note entry during live conversations

   Provide agents with a clean, simplified interface to enter notes during live calls by enabling a standalone Agent Notes field within the Agent Script → Agent Disposition section—without exposing other fields such as Disposition or AI Summary.

   Agents need a quick and distraction-free way to capture notes during live interactions. However, the current Agent Disposition section includes multiple elements (e.g., Disposition dropdown, AI Summary field), which:

   *Adds unnecessary clutter during active calls
   *Slows down note-taking while agents are engaged with customers
   *Increases cognitive load when only note-taking is required

   Key Capabilities

   1. Isolated Notes Input Field: Agent Notes can be displayed… more
   4 votes

   Vote Vote Vote Vote

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Vote

   We’ll send you updates on this idea

   New  ·  1 comment  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
   How important is this to you?

   Not at all You must login first! Important You must login first! Critical You must login first!

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Submit Rating

6. Agent script Cache

   Enable agents to capture notes and key caller details (e.g., customer account number, case summary, intent) directly within the agent script, with the ability for this information to persist and be automatically passed along when a call is transferred to another RCX agent.

   Currently, when calls are transferred between agents, contextual information gathered by the first agent (such as notes, customer details, or conversation summary) is not retained or visible to the next agent. This results in:
   1. Repetition for customers who need to restate their concern
   2. Increased handling time
   3. Potential inconsistencies in customer experience

   4 votes

   Vote Vote Vote Vote

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Vote

   We’ll send you updates on this idea

   New  ·  1 comment  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
   How important is this to you?

   Not at all You must login first! Important You must login first! Critical You must login first!

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Submit Rating

7. Sub-Status Selection During "Engaged" State for Mid-Call Task Tracking (RingCX)

   Hi Team,

   I am submitting a high-impact Feature Request on behalf of a RingCX customer who manages a high-volume Customer Service Representative (CSR) team.

   Customer Use Case & Workflow
   The customer’s team frequently handles multi-purpose interactions where a single customer call covers multiple distinct topics (e.g., spending the first few minutes on a billing dispute, then transitioning to processing a payment).

   The customer wants supervisors to be able to monitor exactly what an agent's current call is about in real time and track how long they spend on each specific task within that single live interaction.

   Proposed Feature / Ideal Solution
   The customer is requesting the ability for agents to change or update their sub-status while in the "ENGAGED" state, allowing them to specify the active purpose of the call dynamically.

   Ideally, this feature would support:

   Mid-Call Status Swapping: While a call is live and the agent is locked in an active call state, they can use a drop-down menu to select or swap between custom sub-statuses (e.g., switching from "Billing Inquiry" to "Payment Processing") as the conversation moves forward.

   Real-Time Supervisor Monitoring: Supervisors viewing the supervisor dashboard can see the exact active sub-status alongside the "Engaged" state, giving them clear visibility into what the live call is about at any given moment.

   Granular Historical Reporting: The backend reporting engine tracks the precise duration of each sub-status assigned during the call, providing a timeline breakdown of how team members spend their time on a single multi-purpose interaction (e.g., Engaged: 15 mins total | Billing sub-status: 5 mins | Payment Processing sub-status: 10 mins).

   Why Current Functionality Falls Short
   Currently, in RingCX, when an agent takes a call, their global availability status automatically locks to a uniform "Engaged" state to secure the line and maintain routing integrity. Because agents cannot modify or apply a sub-category to this state mid-call, supervisors lose real-time visibility into multi-topic conversations, and the business cannot accurately measure the duration of specific tasks managed during a single call.

   This feature would significantly improve operational tracking and workforce optimization for multi-tier support teams.

   Hi Team,

   I am submitting a high-impact Feature Request on behalf of a RingCX customer who manages a high-volume Customer Service Representative (CSR) team.

   Customer Use Case & Workflow
   The customer’s team frequently handles multi-purpose interactions where a single customer call covers multiple distinct topics (e.g., spending the first few minutes on a billing dispute, then transitioning to processing a payment).

   The customer wants supervisors to be able to monitor exactly what an agent's current call is about in real time and track how long they spend on each specific task within that single live interaction.

   Proposed Feature / Ideal… more

   2 votes

   Vote Vote Vote Vote

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Vote

   We’ll send you updates on this idea

   New  ·  0 comments  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
   How important is this to you?

   Not at all You must login first! Important You must login first! Critical You must login first!

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Submit Rating

8. Expose “Allow Call Transfer to Non-Available Agents” Setting in Customer-Facing RingCX Admin Portal

   Summary:
   Request to make the existing setting “Allow call transfer to non-available agents” visible and configurable within the customer-facing RingCX Admin Portal, aligning it with current availability in the internal RingCX Super Admin tool.

   Background:
   The setting “Allow call transfer to non-available agents” is বর্তমানে accessible and configurable through the internal RingCX Super Admin tool. However, this option is not exposed in the customer-facing admin interface.

   This creates a discrepancy between internal and customer-level configuration capabilities.

   Current Behavior:

   Setting is available via internal RingCX Super Admin tool
   Setting is not visible or configurable in the customer-facing RingCX Admin Portal
   Customers must contact support to enable or modify this setting

   Requested Enhancement:

   Expose the setting “Allow call transfer to non-available agents” in the RingCX Admin Portal under:
   Settings > Voice > Accounts > General > Account Settings
   Allow customer admins to:
   View current state (enabled/disabled)
   Modify the setting as needed
   Ensure changes apply in real-time or follow standard config propagation behavior

   Summary:
   Request to make the existing setting “Allow call transfer to non-available agents” visible and configurable within the customer-facing RingCX Admin Portal, aligning it with current availability in the internal RingCX Super Admin tool.

   Background:
   The setting “Allow call transfer to non-available agents” is বর্তমানে accessible and configurable through the internal RingCX Super Admin tool. However, this option is not exposed in the customer-facing admin interface.

   This creates a discrepancy between internal and customer-level configuration capabilities.

   Current Behavior:

   Setting is available via internal RingCX Super Admin tool
   Setting is not visible or configurable in the customer-facing RingCX Admin Portal
   Customers… more

   1 vote

   Vote Vote Vote Vote

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Vote

   We’ll send you updates on this idea

   New  ·  0 comments  ·  Admin experience  ·  Edit…  ·  Delete…  ·  Admin →
   How important is this to you?

   Not at all You must login first! Important You must login first! Critical You must login first!

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Submit Rating

9. Allow change of state for RC CX Agents

   We would like to be able to change states actively during a call. Our Leads like to track time spent on specific parts of a call (IE. Payments / Flood Insurance ) We have several use cases where our Supervisors want agents to be able to swap mid call so that the team can actively check how long members are taking for various actions while on a call.

   1 vote

   Vote Vote Vote Vote

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Vote

   We’ll send you updates on this idea

   New  ·  0 comments  ·  Agent & supervisor experience  ·  Edit…  ·  Delete…  ·  Admin →
   How important is this to you?

   Not at all You must login first! Important You must login first! Critical You must login first!

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Submit Rating

10. Allow Admins to Apply Business Override Templates at the Queue Level for Bulk Configuration

    Title:
    Allow Admins to Apply Business Override Templates at the Queue Level for Bulk Configuration

    Description:
    Currently in RingCX, Business Override settings must be configured manually for each individual queue. For environments where each queue has its own DID, this becomes highly repetitive and time-consuming—especially when managing a large number of queues.

    We would like to request an enhancement that enables Admins to create and apply reusable Business Override templates across multiple queues.

    Requested Functionality:

    Allow Admins to create and save Business Override templates.
    Enable applying a template to multiple queues simultaneously or assigning a default template during queue creation.
    Support bulk assignment and updates across selected queues.
    Allow templates to include Business Override configurations associated with queue-specific routing behavior while preserving queue-level DID assignments where applicable.
    (Optional) Support queue-level overrides when exceptions are required.

    Business Impact / Customer Value:

    Reduces repetitive manual administration for organizations with many queues.
    Accelerates deployment and operational changes across large environments.
    Improves consistency of Business Override configuration.
    Minimizes configuration errors caused by manual setup.
    Improves scalability for customers managing dozens or hundreds of queues.

    Current Behavior:

    Business Override settings must be configured individually for each queue.

    Expected Behavior:

    Admins should be able to create and apply a reusable Business Override template to one or more queues instead of configuring each queue manually.

    Customer Use Case:
    As an Admin managing 30+ queues with unique DIDs, I want to apply a predefined Business Override template across selected queues so configuration changes can be completed efficiently and consistently.

    Title:
    Allow Admins to Apply Business Override Templates at the Queue Level for Bulk Configuration

    Description:
    Currently in RingCX, Business Override settings must be configured manually for each individual queue. For environments where each queue has its own DID, this becomes highly repetitive and time-consuming—especially when managing a large number of queues.

    We would like to request an enhancement that enables Admins to create and apply reusable Business Override templates across multiple queues.

    Requested Functionality:

    Allow Admins to create and save Business Override templates.
    Enable applying a template to multiple queues simultaneously or assigning a default template during queue creation.… more

    1 vote

    Vote Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    New  ·  0 comments  ·  Admin experience  ·  Edit…  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating

11. Presence Sync Control between RingEX (REX) and RingCX (RCX)

    Problem Statement
    In the current SPOG (RingCX in RingCentral app) setup, agent presence is not fully synchronized between RingEX and RingCX.

    When a user is actively engaged in a RingEX call, their RingCX status may still appear as Available. As a result, RingCX continues to route inbound CX calls to the agent, leading to overlapping interactions and unintended call interruptions.

    This creates a conflict in blended environments where both RingEX and RingCX are actively used.

    Current Behavior

    Agent receives or is on an active RingEX call
    RingCX (SPOG) status remains Available
    RingCX continues routing inbound CX calls to the same agent
    No automatic blocking or presence update occurs based on RingEX call state

    Requested Behavior
    Introduce a configurable feature to enable or disable presence synchronization from RingEX to RingCX.

    When enabled:

    RingEX call state (e.g., In Call / Busy) updates RingCX presence
    RingCX automatically prevents routing of CX calls to the agent during active EX calls

    When disabled:

    Current behavior remains unchanged
    RingEX and RingCX operate independently for presence and routing decisions

    Business Justification

    Prevents agents from receiving overlapping calls across RingEX and RingCX
    Improves agent experience by avoiding interruptions during active calls
    Reduces risk of call handling conflicts in blended environments
    Provides customers control over presence behavior depending on operational needs
    Improves routing efficiency and reduces missed or mishandled interactions

    Problem Statement
    In the current SPOG (RingCX in RingCentral app) setup, agent presence is not fully synchronized between RingEX and RingCX.

    When a user is actively engaged in a RingEX call, their RingCX status may still appear as Available. As a result, RingCX continues to route inbound CX calls to the agent, leading to overlapping interactions and unintended call interruptions.

    This creates a conflict in blended environments where both RingEX and RingCX are actively used.

    Current Behavior

    Agent receives or is on an active RingEX call
    RingCX (SPOG) status remains Available
    RingCX continues routing inbound CX calls to the same… more

    2 votes

    Vote Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    New  ·  0 comments  ·  Interaction routing, workflow & queuing  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating

12. Allow Admin Self-Service Management of Campaign Real-Time DNC Integration Without Support Intervention

    "I see that the integration part has been added, is there any way that this could be added by us in the future so that we don't have to create a ticket"

    Description:
    Currently, when a new campaign is created and requires integration setup/configuration, customers must submit a support ticket to have the integration component added or configured.

    We would like to request an enhancement that allows Admins to independently manage and assign integrations to campaigns without requiring assistance from Support or internal teams.

    Requested Functionality:

    Allow Admin users to add, configure, or enable integrations directly within the admin portal/UI.
    Provide the ability to associate integrations with newly created campaigns through self-service controls.
    Support updating or reusing existing integration configurations across multiple campaigns.
    Include appropriate permission controls to restrict access to authorized administrators only.

    Business Impact / Customer Value:

    Eliminates dependency on Support for routine campaign creation activities.
    Reduces turnaround time when launching new campaigns.
    Improves operational efficiency and scalability.
    Enables customers to manage campaign onboarding independently.
    Decreases support ticket volume for repetitive administrative requests.

    Current Behavior:

    Integration setup/addition requires submitting a support request whenever a new campaign is created.

    Expected Behavior:

    Authorized Admins should be able to manage and apply integrations directly from the platform without opening a ticket.

    Customer Use Case:
    As an Admin, when creating a new campaign, I want to configure and attach the required integration myself so campaigns can be deployed immediately without waiting for support assistance.

    "I see that the integration part has been added, is there any way that this could be added by us in the future so that we don't have to create a ticket"

    Description:
    Currently, when a new campaign is created and requires integration setup/configuration, customers must submit a support ticket to have the integration component added or configured.

    We would like to request an enhancement that allows Admins to independently manage and assign integrations to campaigns without requiring assistance from Support or internal teams.

    Requested Functionality:

    Allow Admin users to add, configure, or enable integrations directly within the admin portal/UI.… more

    1 vote

    Vote Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    New  ·  0 comments  ·  Agent & supervisor experience  ·  Edit…  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating

13. Historical Reporting ability to select days of the week.

    Add specific days of the week to the custom scheduling options. When a user clicks on "custom" the UI should display a list of days so that the user can select to run the report every Monday, every Tuesday, etc. See attachment for example.

    Admin's are currently using the custom option to built the report run the on Tuesday, another run on Wednesday, Thursday, etc. This is time consuming and could be solved by giving an option to select the days of the week as in the top image of the PDF.

    • 

    1 vote

    Vote Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    New  ·  0 comments  ·  Realtime & historical analytics  ·  Edit…  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating

14. Allow Admins to Disable Disconnect Scrubbing at the Account Level for RingCX Campaigns

    Title:
    Allow Admins to Disable Disconnect Scrubbing at the Account Level for RingCX Campaigns

    Description:
    Currently in RingCX, the Disconnect Scrubbing setting can only be configured at the individual Campaign level. Customers managing multiple campaigns must manually disable this setting for each campaign separately, which creates additional administrative overhead and increases the risk of inconsistent configurations.

    We would like to request an enhancement that allows Admins to manage Disconnect Scrubbing at the Account level.

    Requested Functionality:

    Introduce an Account-level setting to enable or disable Disconnect Scrubbing across all RingCX campaigns.
    Allow the account-level configuration to automatically apply to:
    Existing campaigns (optional behavior)
    Newly created campaigns by default
    (Optional) Support campaign-level override if customers need exceptions for specific campaigns.

    Business Impact / Customer Value:

    Reduces manual configuration effort across multiple campaigns.
    Improves administrative efficiency and scalability.
    Ensures consistent campaign behavior and governance.
    Minimizes operational errors caused by missed campaign-level configuration updates.

    Current Behavior:

    Disconnect Scrubbing can only be turned on/off per campaign.

    Expected Behavior:

    Admins should have the ability to centrally control Disconnect Scrubbing at the Account level.

    This enhancement would provide better centralized administration and improve usability for customers operating multiple outbound campaigns.

    Title:
    Allow Admins to Disable Disconnect Scrubbing at the Account Level for RingCX Campaigns

    Description:
    Currently in RingCX, the Disconnect Scrubbing setting can only be configured at the individual Campaign level. Customers managing multiple campaigns must manually disable this setting for each campaign separately, which creates additional administrative overhead and increases the risk of inconsistent configurations.

    We would like to request an enhancement that allows Admins to manage Disconnect Scrubbing at the Account level.

    Requested Functionality:

    Introduce an Account-level setting to enable or disable Disconnect Scrubbing across all RingCX campaigns.
    Allow the account-level configuration to automatically apply to:
    Existing campaigns… more

    1 vote

    Vote Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    New  ·  0 comments  ·  Agent & supervisor experience  ·  Edit…  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating

15. Make all CX account settings visible

    There are voice account settings that are not visible to admins with full access but are available for RingCentral support team to change. We understand that those settings are intended to be hidden for good reasons. Making those settings viewable but not editable can be helpful for admins who are troubleshooting for their own team.

    2 votes

    Vote Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    New  ·  0 comments  ·  Admin experience  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating

16. Manual Assign digital In-Queue interaction

    Currently, when a user manually assigns an email interaction that is sitting in the queue, the system's background routing logic does not recognize the manual assignment. The interaction retains its "Queued" status, causing the system to subsequently auto-route the email to a different agent. This creates duplication of work, conflicts in ticket ownership, and inefficiencies in queue management.

    Request:

    Status Update: The interaction's status should immediately transition from "Queued" to "Assigned" (or "In Progress").

    Halt Auto-Routing: The interaction must be automatically excluded from the active routing queue so that it cannot be pushed to another agent.

    Ownership Lock: The manual assignment should take precedence over any automated routing algorithms.

    Currently, when a user manually assigns an email interaction that is sitting in the queue, the system's background routing logic does not recognize the manual assignment. The interaction retains its "Queued" status, causing the system to subsequently auto-route the email to a different agent. This creates duplication of work, conflicts in ticket ownership, and inefficiencies in queue management.

    Request:

    Status Update: The interaction's status should immediately transition from "Queued" to "Assigned" (or "In Progress").

    Halt Auto-Routing: The interaction must be automatically excluded from the active routing queue so that it cannot be pushed to another agent.

    Ownership Lock: The manual… more

    1 vote

    Vote Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    New  ·  0 comments  ·  Agent & supervisor experience  ·  Edit…  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating

17. Scheduled agent shifts in queue

    Existing functionality: RingCX can have set hours of operation at the queue level. For agents that need to log in and out of different queues throughout the day, they can log in and out manually by updating their current session or have a supervisor reassign via real time dashboard.

    Desired functionality: Allow the ability to configure what time of day an agent is allocated to specific queues. For example, Agent One should be in queues A and B from 8:00am - 11:00am, then queues B and C from 11:00am - 5:00pm. Meanwhile, Agent Two may need to be in queues B and C 8:00am - 12:00pm, and queue A and B 12:00pm - 5:00pm. This allows shift based support for different queues based on call volume throughout the day, without needing to manually log in / out when they need to switch.

    Existing functionality: RingCX can have set hours of operation at the queue level. For agents that need to log in and out of different queues throughout the day, they can log in and out manually by updating their current session or have a supervisor reassign via real time dashboard.

    Desired functionality: Allow the ability to configure what time of day an agent is allocated to specific queues. For example, Agent One should be in queues A and B from 8:00am - 11:00am, then queues B and C from 11:00am - 5:00pm. Meanwhile, Agent Two may need to be in queues… more

    1 vote

    Vote Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    New  ·  0 comments  ·  Interaction routing, workflow & queuing  ·  Edit…  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating

18. ability to apply the changes made to the rcx users without them updating their session information

    When they make changes on agents (e.g. skills, queue). The agent still needs to update their session information.

    It would be better if the changes made to the agent be applied without updating the session information

    1 vote

    Vote Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    New  ·  0 comments  ·  Agent & supervisor experience  ·  Edit…  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating

19. Disable agent RingCX login

    Disable agent RingCX login. This option was available before but was removed.

    4 votes

    Vote Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    New  ·  0 comments  ·  Admin experience  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating

20. Enable DTMF Input Option within Priority Events

    Request to enhance Priority Events in RingCX by allowing DTMF (keypad input) interaction for callers when a queue reaches defined thresholds (e.g., max queue size or wait time).

    Current Behavior:
    Priority Events currently allow actions such as routing or prioritization when thresholds are met. However, they do not support DTMF input, which limits the ability to offer interactive options (e.g., callback requests) directly within this flow.

    Problem:
    Customers who want to manage high queue volume cannot provide callers with real-time options (such as requesting a callback or leaving voicemail) when a queue is full or wait time is excessive. This results in poor caller experience and unnecessary call abandonment.

    Use Case:
    When a queue reaches a defined limit (e.g., max callers in queue), the system should:

    Trigger a Priority Event
    Play an announcement
    Allow caller to press a key (DTMF) to:
    Request a callback
    Leave a voicemail
    Transfer to another queue or endpoint

    Currently, this requires a workaround by routing calls to a separate queue configured with IVR options.

    Requested Enhancement:

    Add DTMF input support within Priority Events
    Allow playback of prompts with menu options
    Enable routing decisions based on caller input
    Support callback request initiation directly within the same flow

    Business Impact:

    Improves customer experience during high call volume
    Reduces call abandonment rates
    Eliminates need for complex workaround routing
    Streamlines queue management and call handling

    Priority:
    Medium to High (based on multiple customer use cases involving queue overflow and callback handling)

    Additional Notes:
    This feature would align Priority Events more closely with IVR capabilities, enabling more dynamic and flexible call handling directly within queue logic.

    Request to enhance Priority Events in RingCX by allowing DTMF (keypad input) interaction for callers when a queue reaches defined thresholds (e.g., max queue size or wait time).

    Current Behavior:
    Priority Events currently allow actions such as routing or prioritization when thresholds are met. However, they do not support DTMF input, which limits the ability to offer interactive options (e.g., callback requests) directly within this flow.

    Problem:
    Customers who want to manage high queue volume cannot provide callers with real-time options (such as requesting a callback or leaving voicemail) when a queue is full or wait time is excessive. This… more

    1 vote

    Vote Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    New  ·  0 comments  ·  Interaction routing, workflow & queuing  ·  Edit…  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating