192 results found
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Email alert when all logged-in agents are in "working" state and callers are waiting
When a RingCX queue has agents logged in but all of them are in a "working" (busy/not-available) state, callers sit in queue with no signal to operations that the queue is effectively unstaffed. Idea suggests that RingCX to send an email to a configured address (e.g., the floor manager) the moment that condition occurs, so someone can intervene.
If the queue is open, and there are agents logged in but in a "working" state, a caller can be left waiting indefinitely. Would be helpful to have the ability to send an email to a specific email address so the management…
2 votes -
Bring the application to foreground when agent script is configured for the queue or campaign
Currently, when an incoming call is received, only the RingCentral softphone interface is displayed. Users have identified that when Agent Scripting is configured, it is inefficient to manually click into the main application to view the script and caller details after answering.
Requirement:
The user is requesting a feature or setting that allows the entire application window to pop up automatically upon an incoming call. This would ensure that the agent script and full caller information are immediately visible, removing the need for manual navigation and improving response times.4 votes -
RingCX for ServiceNow - ability to customize data mapping for the log call fields
Currently the RingCX for ServiceNow embedded agent memorializes the call details to the "Additional comments (customer visible)" field. This field is visible by customers when they are accessing incidents within the Service Operations module. The customer wants the ability to have the call log data written to the "Work notes" field instead of the "Additional comments" field. It would be good to have this as an option that the customer can select which field is being written to.
2 votes -
MS Dynamics - Auto Complete Phone Calls
With Microsoft Dynamics, phone calls are logged but are in an "Open" status by default. This skews reporting in Dynamics if an agent forgets to take the extra step of marking the call as complete. In a high volume or fast paced environment, agents may receive a another call right after dispositioning/wrapping up the previous call and forget to mark as complete later. If we can have a setting to enable or disable calls to auto-complete at the account level based on preference, that would help keep Dynamics reporting accurate and simplify the agent workflow
1 vote -
Intentionally mask the inbound queue name in the SPoG visual call notification until it is shown in the agent script
Customer is using SPoG and an agent script to present the IB call's Queue Name when call is connected. They don't want their agents to know what IB Queue calls are ringing and prefer to intentionally NOT disclose the IB queue name in the SPoG visual IB call notification. Agents are in a Sales group and answer calls for Home and Auto Sales and want these queue names to be discreet until the agent is connected.
1 vote -
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 -
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 -
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 -
RingCX for Salesforce Auto-linking for outbound calls and outbound dialer calls
To allow auto linking for outbound calls and outbound diealer calls
1 vote -
Add activity created by to logged SMS in Hubspot
Currently logged SMS activities do not have the "activity created by" tag assigned to it meaning it's impossible to properly track how many text are being sent by specific sales rep. Calls already have this capability and text should to for proper reporting.
1 voteAbility to customize writeback for RingCX for hubspot digital interactions (SMS) is on our future roadmap.
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Native RingCX alert notifications to Microsoft Teams (chat & channels)
It would be extremely valuable for RingCX alert notifications to be pushed directly into Microsoft Teams chats and channels via a native integration.
Currently, the workaround requires:
Alert → Email → Power Automate → Microsoft TeamsThis introduces unnecessary complexity, additional maintenance, and potential points of failure.
A native Teams integration would:
Reduce technical overhead
Improve reliability and speed of alert delivery
Eliminate dependency on third-party automation tools
Increase adoption of real-time operational alerts
Ideally, this would allow alerts to be sent to:
Individual user chats
Group chats
Specific Teams channels
This would significantly strengthen real-time operational visibility for supervisors…
1 vote -
Custom field mapping for Microsoft Dynamics
Looking to get custom object / field mapping for logging interactions when utilizing the RingCX Microsoft Dynamics embedded softphone. Today, this would require a custom integration with APIs.
Use Case:
Would like to log Disposition to "Contact Made", Disposition Category to "Contact Result"1 vote -
"Defer" option for Digital Interactions in RingCX CRM integrations
My client would like the 'defer' option (which is available in RingCX Agent) to be available in our CX CRM integrations as well.
The purpose is that they frequently would prefer to 'schedule' an outbound digital interaction for later in the day versus compose and send the digital interaction in the moment. Their current system (integrated into Salesforce) allows for 'deferring' or 'scheduling' an SMS to be sent out at a specificed time.
The justification would be for 'parity' with our RingCX Agent experience which does offer 'defer' option today
2 votes -
Feature Request: RingCX | API for Microsoft Company Directory Integration
Description
• Requesting the ability to integrate their Microsoft Company Address Book (Azure AD / Microsoft 365 Directory) with RingCX.
They would like RingCX to consume directory data via API so agents can access corporate contacts directly within the platform.
Requested Capability
• API-based integration between RingCX and Microsoft Company Directory
• Sync or query users and contacts from Microsoft 365 / Azure AD
• Make company directory contacts searchable and usable within RingCX (e.g., dialing, identification)
Business Value / Use Case
• Improves agent efficiency by eliminating the need to manually maintain contacts
• Ensures a single source of…
7 votes -
Enhance Dynamics 365 CIF Search API to Support Full Entity Search
RingCentral CIF for Dynamics 365 only searches the Regarding field using these endpoints:
/api/data/v9.0/accounts
/api/data/v9.0/contacts
/api/data/v9.0/leads
/api/data/v9.0/opportunities
/api/data/v9.0/incidents
That means searches are limited to just the name or title fields, which is pretty restrictive.
Request
Switch to using the Dynamics 365 Search API endpoints:/api/search/v1.0/suggest
/api/search/v1.0/query
These endpoints allow searches across all fields that Dynamics administrators have marked as searchable, including any custom fields customers add.
Why this matters
Users can find records based on any searchable field, not just name/title.
A single API call can return Accounts, Leads, Contacts, Opportunities, and Incidents.
Custom fields are fully supported, so organizations…
2 votes -
RCX/REX Zendesk parity
The integrated CX Zendesk application (and the CX browser application in general) was that the popup only appears inside of the Zendesk browser, it doesn’t appear as a new popup or window over all other windows. Our agents do work with two screens, however if they have a PDF attachment open, and our ERP on the other screen, Zendesk is not prominent and we might miss the popup alerting them of the call.
The application for EX pops a window up over all other windows, alerting the agent of the inbound call no matter how many windows they have open…
1 vote -
Auto Populate Data From Pre Chat Form to Fields in Zoho CRM
Ability to populate Pre-Chat Form Data to Zoho CRM
Data to populate:
1. Name
2. Email Address
3. Phone Number1 vote -
Drop Down Global Phonebook for Transfers when using the Desktop Ap
If you use Web Based CX, the agent can utilize a drop down menu to access the Global Phonebook when transferring a call. It does NOT work when the agent is using the Desktop Ap. Can this be updated?
4 votesThank you for your interest in this product idea for RingCentral. Currently corporate directory is available for RingCX call transfers, and we have already started our work to integrate personal address book and other integrations as well.
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Surface Pre-Chat Form Data to Agents and Use It for Dynamics 365 Record Pop
Currently, when a chat is accepted in RingCX with Dynamics 365 integration, the information a visitor submits in the Pre-Chat form (e.g., name, email, phone, member ID) is not surfaced to the agent nor used to open the corresponding record in Dynamics.
This creates an inconsistency across channels:
Phone: Caller ID matches and pops a record in Dynamics.
Email: Sender address matches and pops a record in Dynamics.
Chat: Pre-Chat data is ignored, leaving agents without context.
As a result, agents must re-ask for information the visitor already provided, handle time increases, and member experience suffers. Displaying Pre-Chat data to…
4 votes -
RingCX | Zendesk Integration Refresh feature
The ability to keep the RingCX Embedded app logged in when refreshing just the Zendesk integration. Currently
3 votes
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