89 results found
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Function to Disable Extensions
We would like to implement a functionality to disable the extensions for certain Representatives from receiving external calls or direct transfers. We want to ensure the only calls received are through a skill.
32 votes -
Provide import/export functionality for Phonebook, Blocked Numbers and name/comment fields for all entries
I would like to suggest a couple of feature enhancements to simplify the use and management of the following:
- Phonebook (Agent Tools and Voice queues and skills)
- Special ANI (Voice queues and skills)
- Blocked ANI (Channels)
Currently, we can only add a name and note to individual Phonebook entries in Agent Tools. It would be highly beneficial if we could add this functionality Special ANI and Blocked ANI to allow customers to better manage and identify phone numbers.
We can currently only import numbers natively through the RingCX admin portal for Special ANI. It would be helpful if we had…
29 votes -
RingCX Audit Logs Queue Event Elements For Voice and Digital Queues Lack Sufficient Detail
The RingCX audit log fails to capture details regarding digital queue events (ChatQueueEvent) and their associated queues. As a result, we cannot determine which digital queue was involved when an event was created, updated, or deleted.
This lack of information prevents administrators from quickly understanding where and what changes were made. The challenge becomes more significant when dealing with multiple queues and hinders our ability to restore previous states if a queue event is inadvertently deleted or modified by an administrator
While queue details are captured for voice queue events (GateQueueEvents), we urgently need the same level of detail to…
25 votes -
RingCX bulk upload on phonebook
Requesting to have the bulk upload on directories under RingCX. Uploading new contacts on directories have only one option to upload one by one. If needing to upload hundreds of contacts, that will take time.
Creating global phone book entries in RingCX screenshots of options attached.
18 votes -
Add ability to create Requeue Shortcuts in centralized place and assign as needed
At present, Requeue Shortcuts have to be added individually on each queue, even if they are needed on multiple queues. This causes the administrator to quite often have to rebuild the same requeue shortcut multiple times across many queues.Please research/develop the ability to build a master repository of requeue shortcuts in one centralized location, and add the shortcut out to the required queues. This would save some administrators a lot of time.
17 votes -
Filter for Supervisors and Agents
Having a filter in the Agents tab to be able to show only Supervisors, and allow them to be mass selected would be extremely useful for bulk edits. Currently you have you manually select each supervisor one by one.
15 votes -
Phone Books to allow import of contacts
It would be helpful to have an import function to load a list of contacts for use in Phone Books. The current UI is good for a small number of entries, but larger lists require more time to configure.
13 votes -
Recording from RingCX should be assigned to the agent who answered the call
For call recordings in RingCX, if the initial segment of the call is RNA or deflected and then routed to another agent, the recording name should be on the agent who answered the call, not on the agent who gets the ring first. It would be ideal if there were additional tokens to choose from under the destination directory.
12 votes -
Ability to Move or Reposition Admin Users in RingCX Admin
Currently, when creating a new admin user in RingCX Admin by clicking the plus sign next to an existing user, the new admin is automatically created as a child under that user. There is no option to move or reposition the admin user afterward. This feature request is to add the ability to move or reassign admin users within the hierarchy to allow better organization and management of users in RingCX Admin.
11 votes -
Ability to only show numbers assigned to the sub account to be used as outbound caller ID on RingCX Campaign
currently it shows all assigned numbers for the whole account instead of showing only numbers assigned to the sub account as outbound caller ID
10 votes -
Grant RingCX customers access to enable/disable countries for international calling.
Grant RingCX customers access to enable/disable countries for international calling.
Since updating International Access can result in significant charges, modification can be done through RingCX Support by designated customer representatives only.
10 votes -
Feature Request: Ability for Administrators to Hang Up All Calls in Queue
Feature Request: Ability for Administrators to Hang Up All Calls in Queue
Title:
Administrative Control to Terminate All Calls Currently Waiting in QueueSummary:
Request a system-level administrative capability within RingCX that allows a supervisor or administrator to immediately disconnect all callers currently waiting in a specific queue (or multiple queues), without requiring per-call actions or custom API scripting.Problem Statement:
Today, RingCX does not provide a native feature to mass-terminate queued calls. Administrators cannot cancel waiting calls, clear the queue during outages, shift operational modes quickly, or reset queues after misconfiguration. Existing call controls allow actions only on active…9 votes -
RingCX Audit Log Feature – Agent Status
RingCX Audit Log Feature – Agent Status
The customer is requesting an option to view the audit log that identifies which Supervisor manually changed a user's status.9 votes -
phonebook role
Since there is no way at this time to do a bulk upload of entries into the RCX Phone Book, we would like to be able to create a custom admin role who only has the ability to edit the RCX Phone Book. This is currently not possible.
8 votes -
Revamp RingCX Business Hours Override
Currently, the interface for the Business Hours Override settings can be super confusing to set up, and it's unclear to users how the settings will function once enabled.
Instead of defining times for the override to not kick in, the interface should have you specify the times it should actually kick in. Also, the override shouldn't knock out the business hours for the whole day but only apply to the specified timeframe in the configuration.
8 votes -
Admin role to have ability to log out agents
An admin that does not have edit abilities in their roles, should still be able to log out agents in the realtime dashboard.
8 votes -
Agent personal queue - Easy UI feature
Currently within RingCX, if a customer has a need for customized caller experience per agent, various routing requirements for agents, or something similar, they have to create an individual queue for every agent. This becomes cumbersome for a manager and reporting is not set up for this when wanting a wholistic view. Many customers see this as a requirement. Having a simple checkbox, drop down menu, or something similar associated at the agent level that allowed for simple management and reporting of direct agent routing would solve many issues for customers, new and old.
7 votes -
Copy Existing Agent Roles to new roles
Need to be able to copy an existing agent role when creating a new role. This would save a bunch of time if an existing role has "most" of what you want for a new role.
6 votes -
Consolidated EoL Device Report
Currently, the filtering options in the Admin Portal provide some utility, but it would be far more efficient to have a single consolidated report listing all End-of-Life (EoL) devices across the tenant, rather than checking each category individually.
The current filtering approach also requires manually selecting specific device models. For organizations with many different phones and device models, it’s not always clear which devices are approaching or have reached EoL. This makes the process time-consuming and prone to error.
Ideally, when an EoL, security, or other alert is displayed in the Admin Portal, clicking on the alert should directly show…
5 votes -
RingCX Voicemail Access in Call Logs
Option to retrieve the voicemail (deleted or not) through call logs - to have call logs as well
5 votes
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