484 results found
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Mark email that did not have an agent reply as "Solved" rather than "Ignored"
Whenever an agent solves an interaction without responding to the message, the interaction is being tagged as "Ignored". This cause confusion as the agent actually accepted the interaction but it just didn't require a reply thus the agent is marking them as solved. It should be tagged "Solved" or something else other than "Ignored"
2 votes -
RingCX Digital chat_Disable the "ding sound/sound notification" on the customer's browser.
Disable the "ding sound/sound notification" on the customer's browser. Whenever the customer opens a new page, the customer keeps hearing the "ding sound". It creates unnecessary sounds with their customer.
2 votes -
RingCX Feature Enhancement | Allow Administrator to change User Role from Analyst to Editor
RingCX Feature Enhancement |
Allow Administrator to change User Role from Analyst to Editor
Currently Admin can only see "Viewer" and "Analyst".Related Article:
2 votes -
establishing contact information in RingCX incoming call
Agent would see a pop-up on the right side of the app showing the contact information during an inbound call.
They would update it but when the same customer call back in, the information won't show their name, just showing the number and unknown
Customer suggested that if possible to show the contact information so that the agents would be notified whether the caller is a VIP or not.2 votes -
Local Bucket creation - RingCX
Customer want to have access in adding or creating Local Bucket to their RingCX account instead of calling support.
2 votes -
Add Text-to-Speech Option for Automated Voicemail Greetings in RingCX
We request the addition of a Text-to-Speech (TTS) option for automated voicemail greetings within the RingCX platform. This feature would allow administrators and supervisors to create and manage professional-sounding voicemail messages by simply typing out the desired text, which the system would then convert into speech using built-in TTS capabilities.
2 votes -
Customizable Agent State in RingCX
Agent cannot receive SMS and other Digital interactions when they are in an "Away" State.
They are required to be in "available" to take those digital interaction, but at the same time, get incoming call.
It would be better if we can customize agent state in ringcx where agent will only get digital interaction and not inbound call.
2 votes -
Agent dashboards
Would like agents to be able to see other agents on their dashboard so they can see who is at lunch, who is currently on a call..etc..
2 votes -
Scrape Missed Call Email to Match Contact for New Case
The aim is to have the RingCX Salesforce integration scrape missed call emails for phone numbers, so when a new case is created, the integration will match the phone number against an existing contact record in SFDC and map to the new case.
2 votes -
Queue Event Configuration – Audio File Duration and Playback Count
I would like to submit a suggestion to improve the Queue Event Configuration interface based on a recurring concern we encounter from customers.
At present, the system does not display two key pieces of information when configuring Global Audio for queue events:
The actual duration of the uploaded audio file, and
The number of times the audio will play, calculated automatically based on the Duration set for the event.
For example, if a customer uploads a 30-second audio file and sets the event duration to 90 seconds, the system should indicate that the audio will play 3 times during that…
2 votes -
Callers routing to RingCX queues during off hours should not show as 'Inbound Abandoned'
It would be helpful to filter the report to show only the actual abandoned calls that occurred while the queues were open during business hours. The customer needs a quick and reliable way to see the percentage of abandoned calls that happen specifically when staff are available and actively working.
2 votes -
Add integration for the RingSense for RingCX icon within the RingCentral app interface
Request to integrate the RingSense for RingCX icon into the RingCentral app interface to improve accessibility and visibility for users. Currently the icon only shows in the RingCentral app if the account has RingSense for Sales. The icon should be positioned consistently with other app features and allow users to easily launch or access RingSense for RingCX functionality directly from the main app UI. Acceptance Criteria: RingSense for RingCX icon is visible within the RingCentral app UI. Icon links to or opens RingSense for RingCX features. Placement is consistent with existing design standards. Available for users with appropriate permissions.
2 votes -
Lead Management / Cadence
The customer would like a lead management functionality in our outbound dialer. wherein, the lead(no party connect ex. AM, NA, etc) can be dialed with 6 attempts in a week, then system to redial the lead after 2mos and 3 weeks (3mos interval from the day lead was uploaded in the campaign) then do it again on the 6th, 9th and 12th month.
2 votes -
The ability to adjust auto-replies and forwarded email spacing through email templates customization.
The ability to adjust auto-replies and forwarded email spacing through email templates customization.
2 votes -
CallerID flexibility
We have a Central Office and many Satellite Sites, we need to enable a few specific staff members to be able to set their CallerID to any of the Satellite Sites, at the moment this is a site by site feature and needs to be a user feature.
2 votes -
Feature Request – IVR Option in RingCX Broadcasting
Hi Team,
I'd like to submit a feature request regarding enhancements to the Broadcasting functionality in RingCX.
- DTMF/IVR Option After Recorded Message The customer would like the ability for contacts to interact with the system after a live answer broadcast. Specifically:
Once the recorded message plays (e.g., "If you want to speak with an agent, press 1, otherwise hang up"),
The system should allow the contact to press a DTMF key (e.g., 1) to be routed to an IVR or queue.
Upon reviewing the current Campaign > Sales > General Settings > Live Answer options, we confirmed that:
This functionality…
2 votes -
Notification for hold duration
When caller is on hold by the agent, RingCX will be able to notify both agent and supervisor about the ongoing hold duration that can be set on the hold settings.
Notification that can be configured as pop up or email.2 votes -
Show caller ID when Transferring Calls
The ability to show the name of the caller who initially made the call. Customer is having issues with the CallerID not updating when they are being transferred. She had called a user and the user transferred her to another user, but the CallerID still shows the original user who she had called and transferred the call away.
2 votes -
Commitment option for manual outbound calls.
When doing an outbound call to follow-up with a contact, there should be a commitment option to fully delay the call. This should be assigned specifically to the person that set it up and be add on your schedule. Also, remind you to follow up with the contact at the appropriate time that was chosen. It can be edited, reschedule, or cancel a commitment.
2 votes -
RingCX Custom Role for Admins (Assign Queues)
Customer wants to have an option to select queues in Custom Role assigned to their Admins for reporting or Real-time Dashboard access and not all of the queues
2 votes
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