83 results found
-
Option to modify the Caller ID number used for Inbound ACD Queue Callback Answered in RingCX
Option to modify the Caller ID number used for Inbound ACD Queue Callback Answered in RingCX
The customer would like the ability to change the Caller ID number used for Inbound ACD Callback Answered within the RingCX platform. They want to be able to manually update this number through their RingCX portal.0 votes -
Adding a Custom field for a Calls in RC app Environment.
To add a Custom field in RC App where the Caller can add data or Information to each of the calls that the caller is making. this Custom field will be used for tagging the Call to a specific ticket or issue which will be helpful for tracking at a later point of time.
0 votes -
customize ringcentral video meeting company logo
customizing the RingCentral video to company logo instead of RingCentral logo
1 vote -
RingCX platform: Request to add Overflow routing feature
RingCX platform: Request to add Overflow routing feature
The customer requested the ability to add Overflow routing within the RingCX Queue Events Configuration. Specifically, they want calls to be directed to a Supervisor overflow queue when no agents are available.1 vote -
Requesting the ability to set two different ringtones on the Yealink T43U — one for internal calls and another for external calls.
Requesting the ability to set two different ringtones on the Yealink T43U — one for internal calls and another for external calls.
1 vote -
RingCX Wait Announcement
Customer would like to have option to permanently disable wait announcement to their Ringcx
1 vote -
When logging out of RCX or refreshing: digital tasks are immediately sent back to the queue.
When logging out of RCX or refreshing: mails in task mode assigned to an agent move to the Inbox instead of being kept on the task mode. the idea is to "keep" digital tasks assigned for a certain time with the same agent even if he refreshes the browser or disconnect from RingCX.
6 votes -
Chats with no customer activity being routed to agents – Ideally, these should be reopened and returned to the queue instead of being direct
Currently, chats with no customer activity are being directly routed and assigned to agents. Ideally, these chats should be automatically reopened and returned to the general queue instead of being assigned to individual agents. This change would help ensure that agents are only assigned active or relevant chats, improving efficiency and customer experience.
Additionally, if chats closed by customers and then routed to agents is the expected behavior, this request aims to provide an alternative flow for organizations preferring a different process.
We recommend considering this feature for future updates to offer more flexible chat routing options.
4 votesNot clear. Define "no customer" activity
For the part about if chats are closed by customers, assuming that we're talking about Live Chat: if customer abandons chat, but leaves email or phonenumber, should this not reach an agent?
Are you proposing to remove abandoned chats from the queue?
-
Ability to reduce the auto-lock of conversations that have had no response from 4 days to required number.
Ability to reduce the auto-lock of conversations that have had no response from 4 days to required number.
Allowing conversations to stay open for 4 days does not work for businesses that use automation to resolve customer issues if the customer does not go to the end of the flow and leaves the conversation to later come back and restart. E.g. a customer contacts today regarding delivery and is advised that they need to allow 2 working days using AI. Customer comes back in 2 working days to query a missing item/damaged item and is greeted with the same conversation,…
4 votes -
Expand Agent Notes on Disposition window
Currently, when agents are in the Disposition state and enter disposition notes, the notes field does not expand once the content exceeds a single line. This limits visibility and makes it harder for agents to review or edit longer notes.
Proposed Enhancement:
Enable the Agent Notes field to automatically expand (or provide a manual resize option) when text exceeds one line, allowing agents to view and edit their full notes without excessive scrolling.Benefits:
Improves note-taking efficiency
Reduces errors from missed or overlooked information
Enhances agent experience and productivity
3 votes -
Efficiency in Searching and Retrieving Customer Correspondence
Current Setup:
- Only a single basic search bar and limited filter options are available
- No status indicators (read/unread, responded/unresponded) at-a-glance
- No quick summary or icons to show assignment or engagement status unless each message is clicked individuallyRequest:
- Easily search email content by name, order number, or keywords
- Filter messages by response status (read/unread, new/engaged)
- Allow shift-based filtering (e.g., emails received from midnight–10 AM)3 votesRead/Unread by customer or agent?
For agent: in a collaborative settings, just opening the email, doesn't mean much, the point is to be assigned on the email.
For responded/unresponded: status_in: New or Replied
please provide more details what and why is needed for searching, what objective it achieves.
-
Maintaining Cohesive Threads with Individual Customers
Current Setup:
- A 12-month thread inclusion is set up, however, new threads are still generated upon recontact
- Conversations are being stored in separate threads, creating a fragmented customer historyRequest:
- True conversation threading based on customer email address or ticket ID
- Ensure replies from customers within a set period are appended to the original thread regardless of closed status
- Reopened conversations (e.g. customer replies after closure) should rejoin the original thread, not create a new one3 votesIf the following options are checked:
- Threading heuristics
- Common ancestors threading
Then replies to the same thread should be aggregated to the same thread and conversation will be reopened
Please provide examples (thread id) if this is not the case
-
Flexibility in Assigning and Managing Email Communications
Current Setup:
- No role-based restriction available for view-only access to digital queues
- Email Assignment via automatic routing or manual assignment by SupervisorsRequest:
- Viewing permissions and view email communications without being assigned or able to respond
- Visibility into email threads by all agents without compromising interaction ownership
- Auto-assignment by time-slot or agent shift3 votesWe currently have a very permissive system, where all agents can view and act on all channels.
Are you asking for the ability to simply leave the visibility, but remove the ability to engage (change ownership) or reply to the customers from the All messages mode for all channels?
-
Dynamic Caller ID from RCX Front
We’d like to request a change to support displaying the caller ID dynamically from the RCX front, instead of using a static value. It should display a more generic value like "Internal RCX Call" or the actual caller ID of the RCX agent, depending on their configuration.
Currently we are seeing random numbers (027837475)
1 vote -
AI Response Assistance in RingCX for Digital Interactions
Makes a suggestion or pre-populates the sentence the agent is formulating when the agent is typing on a digital interaction
2 votesFor the messaging channels that use the chat bubbles, we have auto-suggest that uses entries from the reply assistant.
It does require to pre-populate these entries in the Admin.
-
ability to Adjust the delay associated with the "auto-answer" behavior for agents handling email interactions within the RingCX product.
Once an agent is identified as available, the system sends a new email within approximately 2 seconds. We are exploring the possibility of adjusting this delay to 5 or 7 seconds.
5 votesNot clear, provide precise details and problem statement
-
SMS for missed calls
Ability to send SMS for missed call in RingCX
4 votes -
Dialing Timezone For Arizona Be Set To MST and MDT Accordingly In The Dialer Campaign On RingCX
Customer notices that RingCX preview dialer campaign appears to be making calls to AZ outside of the scheduled hours. Customer wants to set the dialing timezone for Arizona to be set to MST and MDT to particular locations in AZ in the dialer campaign on RingCX so that their dialer dials AZ phone numbers on their set hours. There are locations in AZ that follow MDT and other locations follow MST.
2 votes -
Allow users to speak their name into every callback
Please set up callbacks that prompt users to state their name during the recording, so agents can know who they’ll be speaking with before making the call
6 votes -
restrict permission to view digital Interaction.
customize the visibility of the message bar on a per-user basis
1 voteCan you please provide more information?
- Don't see your idea?