98 results found
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Call notifications comes through laptop as well as headset
When a call comes through the ability to allow the ring tone to come through the laptop audio as well as the headset audio should be allowed to allow agents to hear a call coming through even if they do not have their headset on at the time a call is coming in so they can be alerted.
4 votes -
Post call status to remain the same as the pre-call status for the agents/supervisors
When an agent or supervisor's pre-call state is Working, their status should remain the same after every inbound call or outbound call.
12 votes -
RingCX Digital Queue Agent Priority setting
Currently, RingCX supports agent priority ranking for voice skills, allowing administrators to route interactions to the most qualified agent first, with automatic fallback to other available agents. This same capability does not exist for digital skills.
We are requesting the ability to assign priority rankings to agents within digital skills, enabling digital interactions to route to the highest-ranked available agent before cascading to others. This would support proficiency-based routing, improve efficiency, and provide consistency across voice and digital channel configuration.
7 votes -
RingCX for Salesforce
RingCX for Salesforce queue name visibility when call comes in
Requesting the source Queue to be visible when a call is received in Salesforce
We are a multi-branded company. When a call comes in, the phones team would like to be able to answer with the correct prompt (eg: "Thank you for calling <brand>, how can I help you?")
This is functionality that is available when using RingCX in the browser, but is not available in Salesforce. Since this is a part of the native functionality of RingCX, this should be a part of your Salesforce extension
1 vote -
Audible notification for incoming call & DTMF support
Our agents must use "RingCentral Phone" as their device type in RingCX because RingCX does not provide an audible indicator for incoming calls, when using Integrated Phone. When they do this, they are not able to enter DTMF tones while in the RingCX UI when conferencing in a third party translator service. The DTMF tones must be entered via the RingCentral softphone app. This is incredibly confusing for our agents, as they perform all other call functions such as hold, transfer, etc in the RingCX web interface. It will be great if we can disbale the diapad in RingCX in…
9 votes -
Requeue Shorcuts Searchable
When an agent goes to requeue a call they get a list of queues available. While there is a search field at the top to type in the name of the queue you are looking for it does not actually perform a search. The agent must scroll down through the list of queues find the one they are looking for. In order to improve agent efficiencies making this truly searchable would be greatly beneficial.
14 votes -
Pre-chat quick replies / icebreakers for RingCX Engage Messaging
Allow Next Bot Action Without Requiring Initial Message Submission
I would like to request a feature enhancement for the chat interaction flow.
Currently, the system requires the chatter to submit a message first before the next chatbot action or menu options appear. This creates additional steps for the user and impacts the overall customer experience—especially in scenarios where the initial message field is already removed, or when we only need minimal information such as first and last name.
Requested Feature:
Enable the chatbot to trigger the next action without requiring the chatter to send a message first.
After the chatter…8 votesImplemented, in open beta. please reach out for activation
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Salesforce for RingCX - allow login sessions to be kept active even when browser refresh so agents do not log out.
Allow login sessions to be kept active even when browser refresh so agents do not log out.
3 votesRelease 25.4.2 (December)
RingCX for Salesforce - Persistent Login Across Browser Refreshes:
Agents using the integrated softphone will now remain logged into the adapter even after refreshing a browser page. This eliminates a major point of friction, prevents workflow interruptions, and provides a more stable and reliable user experience, especially for agents working in complex Salesforce environments.
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display queue name when call comes in in embedded RingCX for Zoho
It's important to see what call queue the call is comin in so that agents would know their opening spiel
8 votes -
To Have Start and End Time Attributes in RingCX for Salesforce
We would like to request the addition of attributes in RingCX for Salesforce that capture both start and end times. This functionality would provide better tracking, reporting, and integration with workflows, ultimately improving visibility and efficiency for users.
7 votes -
SFDC to RingCX integration
Title: RCX to SFDC: Task isn't created when users are on call > it's created post-call automatically if the agents follow process and a proper Contact record is selected in the softphone panel.
Description: Problem is how it feeds back via the API, and if the contact record doesn't map to an account, the task never generates > If the agent selects the right one, then it will match
Must follow thru with phone panel via manual clicks and field selections > potentially leading to limitations with the API config and a hygiene issue simultaneously2 voteshttps://support.ringcentral.com/article-v2/using-auto-link-in-ringcx-for-salesforce.html?brand=RingCentral&product=RingCX&language=en_US
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ringcx for salesforce queue name
- Additional details for the feature that you are requesting: Requesting the source Queue to be visible when a call is received in Salesforce
- What is your use case for this feature request? We are a multi-branded company. When a call comes in, the phones team would like to be able to answer with the correct prompt (eg: "Thank you for calling <brand>, how can I help you?")
- What problem are you trying to solve or what problems does the current functionality cause? This is functionality that is available when using RingCX in the browser, but is not available in Salesforce.…
2 votes -
Embedded Agent Log Record to CRM
When a call is answered with the RingCX embedded agent, it can be configured to pop an interaction within Service Now. While the interaction is created and popped to the agent's screen, it is not written or saved to ServiceNow. An agent must manually click "Save" on the interaction record to get it written to Service Now. Our existing ACD product saves the interaction to Service Now automatically.
We're requesting a feature change so that once an interaction is created and popped by the RingCX embedded agent, that the interaction is saved/written to ServiceNow at the same time, automatically, and…
2 votes -
Digital Condition - From/CC/To Fields
There is no condition for Digital contacts to check who the message is From, who was CC, or who the message is To (if outgoing). There exists a Digital Condition for Content, such as searching the Message Body or Message Subject, but not other details of the message. This condition would need to accept wildcards, as so that you could search for domains rather than a specific email address.
2 votes -
add an "N/A" (Not Applicable) option in Ringsense, when AI grades a calls
Right now, when the AI grades calls, it applies all questions in the questionnaire with only "Yes" or "No" options. However, not all questions are always relevant to every call.
It would be helpful to add an "N/A" (Not Applicable) option so that irrelevant questions don’t impact the overall score.
8 votesThank you for your valuable feedback. We've now implemented this feature and is available on your account. Scorecard answers can also include N/A as an option.
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Copying an alphanumeric value from Engage Digital should not automatically format it as a phone number or trigger click-to-dial functionalit
Copying alphanumeric values should preserve the original formatting and not trigger or apply click-to-dial behavior unless the value is a valid phone number.
9 votes -
"Accept" and "Accept and Go" do the same thing when no active Interaction
In Ring CX, the "Accept" and "Accept and Go" buttons function the same when the Agent has no interaction currently in My Messages. However, this is contrary to the user expected behaviour. The user clicks the button "Accept" when they want to only accept the Interaction when it is offered to them, rather than accepting the Interaction and being take to it. However, when you click the "Accept" button and you have no current Interaction in My Message, the system will both accept the message and take you to the message.
I purpose to amend the design to fall within…
5 votes -
increase the maximum character counts for ringcx SMS
Request to increase the maximum character count for RingCX SMS.
5 votesIt is hidden under the beta flag and is about to be GAed. Please, reach out to me kirill.v.valov@ringcentral.com to enable the feature on your account
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Live Transcription on RingCX
Feature Request: Enable Live Transcription on CX to view a written version of all spoken words created in real-time
20 votesLive Transcription is available for agents via Agent Assist feature. See https://support.ringcentral.com/article-v2/configuring-agent-assist-for-ringcx.html?brand=RingCentral&product=RingCX&language=en_US
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Allow for Larger Agent Debug Files to be Requested
Allow for larger agent debug files to be requested. Currently, if the file is too large when requested, the requester doesn't know the debug file email won't come because of this.
If we're not going to implement a permanent fix, then we should at least provide a notification upon request that the file is too large, and to ask that the agent pull it from the agent app instead.
3 votes
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