1141 results found

1. Sync RingCentral Desktop Application With RingCX

   RingCentral should implement a call status synchronization between the RingCentral Desktop application and RINGCX. When you are on a call using your RingCentral desktop application, this status should be reflected in real time to RINGCX preventing the RingCX app from present you an additional incoming call.

   Key Points:
   1. Real Time Status Updates: Both RingCentral Desktop and RingCX should be able to communicate real time call statuses to each other. When you answer or make a call on one platform, the other should recognized that you're on an active call.

   1. Presence Integration: Leverage the user presence feature to reflect an "on -call" status across all platforms. This willhelp ensure that RingCX acknowledges when you are engaged on a call via the RingCentral Desktop app.

   2. Unified Call Management: By integrating call management across RingCentral and RINGCX you can avoid duplicate call notifications, ensuring a seamless experience regardless of which platform you are using.

   3. APIs or SDKs: if not available RingCentral could introduce APIs or SDKs that allow for better communication between the desktop application and the RingCX system, allowing both to update each other in real time when calls are initiated or received.

   RingCentral should implement a call status synchronization between the RingCentral Desktop application and RINGCX. When you are on a call using your RingCentral desktop application, this status should be reflected in real time to RINGCX preventing the RingCX app from present you an additional incoming call.

   Key Points:
   1. Real Time Status Updates: Both RingCentral Desktop and RingCX should be able to communicate real time call statuses to each other. When you answer or make a call on one platform, the other should recognized that you're on an active call.

   1. Presence Integration: Leverage the user presence feature to reflect an… more

   257 votes

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   Planned  ·  16 comments  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
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2. call offers for the longest wait time

   RCX system prioritizes agents based on their overall Available Status time for the day, rather than their current Highest Availability:

   -agents who have recently returned from an offline state (such as breaks or lunch) receive calls before those who have been continuously available.

   -to better accommodate the varying preferences of our clients, we kindly request the addition of an option to enable or disable this feature. This adjustment would allow clients to configure their queues according to their specific needs and ensure a more equitable distribution of calls.

   We understand that this behavior aligns with the current design of RCX, where an agent's overall available time is accumulated rather than resetting with each offline period. However, this has led to some challenges for our users, who have noted that agents who have been available continuously are not receiving calls as expected.

   RCX system prioritizes agents based on their overall Available Status time for the day, rather than their current Highest Availability:

   -agents who have recently returned from an offline state (such as breaks or lunch) receive calls before those who have been continuously available.

   -to better accommodate the varying preferences of our clients, we kindly request the addition of an option to enable or disable this feature. This adjustment would allow clients to configure their queues according to their specific needs and ensure a more equitable distribution of calls.

   We understand that this behavior aligns with the current design of RCX,… more

   196 votes

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   Under Review  ·  13 comments  ·  Interaction routing, workflow & queuing  ·  Delete…  ·  Admin →
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3. Extension dialing between CX and EX

   Extension dialing between EX and CX is needed. Having to route calls between the two platforms with a 10 digit number results in the need for additional phone numbers, and cost for the customer.

   Another problem with 10 digit numbers, is that if routing is built using temporary numbers that will go away after porting, all of those references have to be updated on CX and EX after the port.

   119 votes

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   Under Review  ·  22 comments  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
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4. RingCX -- Integration with MVP / RingEX Improvements (Single Pane of Glass)

   This initiative is being worked on and is called Single Pane of Glass

   1. The biggest point of need is they need to operate under the same pane of glass. Either the RingEx client or in a web browser. You should not have to open two separate windows to handle RingCX and MVP conversations, calls, etc.

   2. The status between MVP and RingCX needs to sync. If you are on a call on either side, the other side needs to know about this. If you set yourself away or DnD, likewise.

   3. You cannot see MVP queues in the Corporate Directory when transferring a call from RingCX to an MVP queue.

   This initiative is being worked on and is called Single Pane of Glass

   1. The biggest point of need is they need to operate under the same pane of glass. Either the RingEx client or in a web browser. You should not have to open two separate windows to handle RingCX and MVP conversations, calls, etc.

   2. The status between MVP and RingCX needs to sync. If you are on a call on either side, the other side needs to know about this. If you set yourself away or DnD, likewise.

   3. You cannot see MVP queues in the Corporate Directory when transferring… more

   110 votes

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   Planned  ·  16 comments  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
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5. CNAM feature for Canada

   We would like to use the CNAM feature for Canada outbound calls. Currently this is not an option.

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   101 votes

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   Under Review  ·  21 comments  ·  Interaction routing, workflow & queuing  ·  Delete…  ·  Admin →
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6. View Ring CX Realtime dashboards in minutes and seconds.

   Some supervisors have requested that the Realtime inbound display dashboard shows queue times in minutes and seconds (MM:SS) rather than just seconds to make viewing these at a glance simpler.

   Max Q, Avg Q etc.

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   88 votes

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   Implemented  ·  7 comments  ·  Realtime & historical analytics  ·  Delete…  ·  Admin →
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7. Replace Default “WORKING” State with More Accurate Status When Agents Lose Connection (e.g., Sleep/Idle Timeout)

   Description:

   • Currently, when an agent's machine goes to sleep, loses network connection, or resumes after a period of inactivity, the platform automatically places the agent into the "WORKING" state. This is a default system state, and cannot be removed or reconfigured, similar to NCX.

   However, this behavior creates confusion for supervisors and admins monitoring real-time agent states. The “WORKING” label implies that the agent is actively engaged in tasks, even though they may have lost connectivity or walked away from their machine.

   Feature Request:
   • We propose introducing a more appropriate default system state for these specific conditions (e.g., system sleep, network timeout, or WebSocket disconnects):

   🔄 Replace “WORKING” with a clearer status such as:

   “Connection Lost”
   “Disconnected”
   “Session Timeout”
   “Network Error”

   This status should only be triggered during system-driven disconnections, not manual agent actions.

   Why This Matters:

   • Improves transparency in real-time dashboards and routing behavior.

   • Helps admins and supervisors immediately identify connection issues vs. assuming the agent is working.

   • Reduces missed or mishandled calls due to misinterpreted statuses.

   • Supports accountability and follow-up (e.g., reaching out to the agent to check if they’re experiencing technical issues).

   • Aligns agent state logic with actual backend session state and improves operational visibility in high-volume contact centers.

   Reproducible Scenarios:

   Agent is logged in and set to AVAILABLE.
   Machine enters sleep mode.
   Upon waking, session reconnects — agent is placed in “WORKING” despite no input.

   OR

   Agent places an outbound call to a disconnected number.
   Call fails; agent transitions to “WORKING” without taking any further action.

   Impact:
   • Frequent confusion among admins.
   • Incorrect routing behavior due to “active” status.
   • Average of 4–5 agents per hour affected.
   • Impacts SLA, productivity, and agent accountability metrics.

   Suggested Implementation:
   • Enhance session reconnection logic to check:

   • If agent is not actively engaged with UI.

   • If the reconnection was system-triggered (e.g., Layer 2 reconnect or socket timeout).

   → Place agent into a descriptive, non-selectable system state that reflects the disconnection reason.

   Description:

   • Currently, when an agent's machine goes to sleep, loses network connection, or resumes after a period of inactivity, the platform automatically places the agent into the "WORKING" state. This is a default system state, and cannot be removed or reconfigured, similar to NCX.

   However, this behavior creates confusion for supervisors and admins monitoring real-time agent states. The “WORKING” label implies that the agent is actively engaged in tasks, even though they may have lost connectivity or walked away from their machine.

   Feature Request:
   • We propose introducing a more appropriate default system state for these specific conditions (e.g.,… more

   80 votes

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   Under Review  ·  6 comments  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
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8. Add filter for Holiday 'Queue is Open' System Alerts

   Issue:
   The system is not configured to check the holiday schedule, causing it to send alerts that a queue is open even when it is closed for a holiday.

   Proposed Solution:
   Add a filter option to the alert system that allows it to check the holiday schedule. This filter would prevent "queue is open" alerts from being sent on scheduled holidays, ensuring the alerts accurately reflect the operational status of the queue.

   75 votes

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   New  ·  7 comments  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
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9. RingCX Queue/Global Phonebook used for Manual Outbound Calls

   Would like to have the Global Phone book or Queue Phone book to be visible/available to the agent when doing a manual outbound call.

   Currently the Global Phone Book or Queue Phone book is only useful when you do have an active call.

   75 votes

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   Future Consideration  ·  8 comments  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
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10. Ability to Transfer calls to the voicemail of RingEX (Ring MVP) users.

    We are unable to transfer calls directly to MVP user voicemail inboxes. The only option is to cold transfer calls directly to the MVP user.

    69 votes

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    Future Consideration  ·  14 comments  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
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11. dashboards data refresh time

    customers would like to have over dashboards in RCX ( especially the real time dashboards) a shorter refresh time - 1s or 3s instead of 5 seconds.

    61 votes

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    Future Consideration  ·  4 comments  ·  Realtime & historical analytics  ·  Delete…  ·  Admin →
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12. Enhance Agent States

    Allow Agent States to be setup and selectable by Agent Group. The current Ring Central setup only provides for one list shared by all Agent Groups setup on the system. This means other agents have to scroll through states that aren't applicable to them.
    Allow sub States. For example if an agent chooses an 'Offline' state they can choose for example Coaching/Rekeying/Admin Tasks. Real time and historical stats then show the reason an agent is working offline. This can also apply to the 'Break' state, you can indicate Short/Lunch etc.

    61 votes

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    Planned  ·  3 comments  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
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13. Ability to cancel or extend after call wrap

    Problem:

    In RingCX, a customer can configure a specified amount of time for an agent to have after call work time (Wrap Time). In its current state, agents are not able to cancel the additional configured work time early or extending the time without changing their status.

    Issue 1 - If a queue has a configured Work Timer configured for post call activity, if an agent is ready to take the next call early, they have no way of terminating or canceling the Work Time early and must wait until the timer expires to get the next call which and will reduce efficiency in the call center.

    Issue 2 - If an agent needs additional after call work time without dispositions, there is no way for the agent to manually extending that post call work timer without making themselves unavailable when the timer expires. Requiring the agent to change their state breaks the true handle time for the call since the agent state is not calculated against the previous call when they do this.
    If you use dispositions instead, in many cases, requiring dispositions as an alternative are not a viable option as it would require an agent to take action after every call and could potentially lead to inefficiencies or agents forgetting to dispostion at the end of the call to go available.
    There needs to either be a way of extending the after call work time ad-hoc at the agent level or a way of combining a defined agent state against handle time.

    Problem:

    In RingCX, a customer can configure a specified amount of time for an agent to have after call work time (Wrap Time). In its current state, agents are not able to cancel the additional configured work time early or extending the time without changing their status.

    Issue 1 - If a queue has a configured Work Timer configured for post call activity, if an agent is ready to take the next call early, they have no way of terminating or canceling the Work Time early and must wait until the timer expires to get the next call which and… more

    61 votes

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    Future Consideration  ·  1 comment  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
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14. transfer

    Include Agent Name on Transfer Segment in Interaction Details Report

    Request Summary:
    When an agent initiates a transfer (especially a warm transfer) during an active call, the Interaction Details Report splits the call into two segments under the same UII. However, the second segment (the transfer attempt) does not display the agent name, resulting in incomplete data when filtering by agent in the report. The customer requests that the agent name be captured for all segments of a call—including transfer attempts—to ensure accurate reporting.

    ---

    Current Behavior:
    • The agent's name is shown for the initial (inbound) segment.
    • During a transfer attempt, the second segment is created but shows Agent Name = N/A.
    • As a result, when filtered by agent, the report omits the transfer segment—causing data discrepancies.

    ---

    Expected Behavior:
    • Both the original and the transfer segments of the interaction should capture and display the initiating agent's name.
    • Filtering the Interaction Details Report by agent should include all call segments initiated by that agent, including canceled or completed transfer attempts.

    ---

    Business Impact:
    • The customer relies heavily on the Interaction Details Report to track individual agent activity.
    • Missing agent data on transfer segments leads to inaccurate call metrics, causing confusion and a lack of confidence in reporting.
    • For instance, OB calls made during active IB calls are not tracked properly, resulting in agent performance being under- or over-represented.

    ---

    Use Case Reproduction (as demonstrated by customer):
    1. Agent places outbound call (OB) to their own cell.
    2. While on call, agent clicks Transfer, dials another number, connects, then cancels the transfer.
    3. Interaction Details shows:
    o 2 call segments (same UII),
    o 1st segment: agent name populated,
    o 2nd segment: agent name = N/A.
    4. Filtering by agent omits the 2nd segment entirely.

    ---

    Supporting Evidence:
    • Multiple test scenarios (UIIs included in case notes).
    • Screenshots, spreadsheets, and logs attached to Case 27382978.
    • Customer provided 4-page Excel document showing discrepancies between reports.
    • Customer's updated report (“Updated Agent Activity Report: Daily”) does not fix the issue due to missing agent name in core data.

    ---

    Requested Solution:
    Modify the data model or reporting logic so that agent information is retained and displayed in all segments of an interaction, especially during transfer attempts (warm or cold), regardless of whether the transfer is completed or canceled.

    Include Agent Name on Transfer Segment in Interaction Details Report

    Request Summary:
    When an agent initiates a transfer (especially a warm transfer) during an active call, the Interaction Details Report splits the call into two segments under the same UII. However, the second segment (the transfer attempt) does not display the agent name, resulting in incomplete data when filtering by agent in the report. The customer requests that the agent name be captured for all segments of a call—including transfer attempts—to ensure accurate reporting.

    ---

    Current Behavior:
    • The agent's name is shown for the initial (inbound) segment.
    • During a… more

    • 

    58 votes

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    Under Review  ·  1 comment  ·  Realtime & historical analytics  ·  Delete…  ·  Admin →
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15. Quality of Service (QoS) Portal for RingCX Calls

    Implementing a Quality of Service (QoS) Portal in RingCX would allow visibility into whether call quality issues originate from the agent’s side or the caller’s side.

    56 votes

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    New  ·  9 comments  ·  Realtime & historical analytics  ·  Delete…  ·  Admin →
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16. Unify RingCX Digital Interaction Options To Simplify Agent and Supervisor Workflow.

    Interaction Options are inconsistent across "My Messages" and "All Messages" which confuses agents and complicates the workflow.

    Within the agent interface on RingCX there are significant differences between the options available within "My Messages" and "All Messages".

    The "My Messages" section offers the following options:
    -Transfer (to a queue)
    -End Message
    Extra Actions:
    -Recategorize
    -Reassign (directly to an agent)
    -Mute Author
    -View audit log
    -Change Language
    -Anonymize
    -Ask an expert

    The "All Messages" section offers the following options:
    -Solve (End Message)
    -Defer
    Extra Actions:
    -Recategorize
    -Mute Author
    -View audit log
    -Change Language
    -Anonymize
    -Ask an expert

    I propose unifying options and behaviors across "My Messages" and "All Messages" sections to improve efficiency and user acceptance. This includes consistent functionality for transferring to agents/queues and deferring messages. Standardizing these features will simplify workflows, eliminate view-switching for basic tasks, and reduce effort for agents and supervisors.

    Interaction Options are inconsistent across "My Messages" and "All Messages" which confuses agents and complicates the workflow.

    Within the agent interface on RingCX there are significant differences between the options available within "My Messages" and "All Messages".

    The "My Messages" section offers the following options:
    -Transfer (to a queue)
    -End Message
    Extra Actions:
    -Recategorize
    -Reassign (directly to an agent)
    -Mute Author
    -View audit log
    -Change Language
    -Anonymize
    -Ask an expert

    The "All Messages" section offers the following options:
    -Solve (End Message)
    -Defer
    Extra Actions:
    -Recategorize
    -Mute Author
    -View audit log
    -Change Language
    -Anonymize
    -Ask an expert

    … more

    •  

    •  

    •  

    •  

    •  

    56 votes

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    Future Consideration  ·  2 comments  ·  Digital experience  ·  Delete…  ·  Admin →
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17. Wrap Time / After Contact Work

    After Contact Work – Display and Reports. Currently when a voice interaction ends, the agent state changes to Available and the timer restricts another call until the timer expires. Optimally, we have an actual after contact state that has an expiration timer and an agent override. The ACW would need to be reportable for time in this state, especially useful if agent can end early ( for example, to be able to see that they were allocated 30 seconds and only used 8 seconds. ACW would ideally be programmable for Voice only and Voice, SMS, Email etc.

    54 votes

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    Future Consideration  ·  2 comments  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
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18. RingCX Call Details "Call Termination by Agent or Caller"

    It is extremely desirable to show which party ends calls, details supervisors find very useful and help in determine if a complaint call has merit since the agent could have hung up early on caller. The detail would be maintained through reporting

    54 votes

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    Planned  ·  0 comments  ·  Realtime & historical analytics  ·  Delete…  ·  Admin →
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19. Transferring calls to RingEX Extensions via corporate directory

    To enable the ability to transfer calls via the corporate directory using RingEX extension numbers instead of typing the user's name and selecting it from the list.

    Currently, the system does not recognize extension numbers when attempting to transfer a call. It only displays results when typing the name of the user or agent.

    50 votes

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    Under Review  ·  2 comments  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
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20. Dashboard for agents in RingCX | Agent platform.

    RingCX agents should have the option to view the dashboard to see the other agent's status in the RingCX Agent platform, not in Analytics, without the need to change the agent type to Supervisor.

    49 votes

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    Under Review  ·  6 comments  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
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