1612 results found

1. RNA Priority Routing

   Allow RNA callers to be given priority in being answered next, rather than being sent back to the queue as a new segment in their call and having to wait in line again.

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2. 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 all devices contributing to the warning or error across the tenant in a single view or downloadable report, eliminating the need to manually locate devices.

   This improvement would greatly streamline administrative tasks and reduce the risk of missing devices.

   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… more

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3. RingCX Spell Check where can control dictionary and if errors alert agent before sending.

   RingCX Spell Check where can control dictionary and if errors alert agent before sending.

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4. Feature Request: Customizable Callback Setup Confirmation Message in RingCX

   Hello RingCX Product Team,

   We are currently using the callback feature for our patient call flows and have identified a usability issue that is impacting completion rates.

   Our reporting shows that approximately 7% of callers fail to complete the callback setup process. After reviewing call recordings, we believe this is due to the confirmation message played during callback setup, which can reasonably lead callers to think the process is complete and hang up prematurely.

   The current message played is:

   “Thank you for using our callback service. We will maintain your place in queue and return your call as soon as an agent becomes available.”

   At this point, the callback setup has not yet fully completed, but the wording strongly implies that it has. As a result, some callers hang up before the system finishes registering the callback, causing the callback to fail.

   At present, this appears to be a feature limitation, as there is no option to:

   Customize this message, or

   Use a different default message that explicitly instructs callers to remain on the line until setup is complete.

   Feature request:
   We are requesting the ability to either:

   Configure a custom callback confirmation message, or

   Update the default system message to clearly indicate that the caller should stay on the line until the setup process is finished (e.g., “Please remain on the line until your callback is fully confirmed”).

   This change would significantly reduce callback failures, improve patient experience, and reduce repeat inbound calls caused by unsuccessful callback registrations.

   Thank you for considering this request. We are happy to provide call samples or additional data if helpful.

   Hello RingCX Product Team,

   We are currently using the callback feature for our patient call flows and have identified a usability issue that is impacting completion rates.

   Our reporting shows that approximately 7% of callers fail to complete the callback setup process. After reviewing call recordings, we believe this is due to the confirmation message played during callback setup, which can reasonably lead callers to think the process is complete and hang up prematurely.

   The current message played is:

   “Thank you for using our callback service. We will maintain your place in queue and return your call as soon as… more

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5. RingCX Digital Emails and RT Dashboards

   Real-Time digital only provides UII numbers for emails that are currently in queue and there is currently no way to search the system by UII numbers to see the contents of currently queued emails. In order to see the actual emails, we have to view them in "All Messages". We regularly have auto replies, spam emails, etc. that do not require a response. Because we have no way to transfer them to the junk, spam or deleted folders/mailboxes, we either ignore them or reply to the message. When we ignore the messages, the queued totals in Real-time digital remain the same. When we reply to the messages, we change the to address to spam@company.com, send the reply then solve the emails. When doing it this way, the queued totals in Real-Time digital still do not change. We have tried refreshing and we have even deleted some of the emails in Outlook on our end but the totals remain the same. It seems like the only time the totals Real-Time digital change is when routed emails are solved.

   We, unfortunately, have to have auto routing and All Messages on at this time because this is the only way that we know of to view email content in the system. If emails are solved in all messages, can the totals in Real-Time digital reflect this accurately?

   Real-Time digital only provides UII numbers for emails that are currently in queue and there is currently no way to search the system by UII numbers to see the contents of currently queued emails. In order to see the actual emails, we have to view them in "All Messages". We regularly have auto replies, spam emails, etc. that do not require a response. Because we have no way to transfer them to the junk, spam or deleted folders/mailboxes, we either ignore them or reply to the message. When we ignore the messages, the queued totals in Real-time digital remain the… more

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6. Post call timers

   In a voice queue, aside from having a post-call state option, it will be helpful if the agent can move into the "Working" state once a call is completed, and a timer will be set to put the agent in "Available" after two minutes, or depending on how many minutes we set up.

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7. Disable / Toggle Off Call Recording Announcement in RingCX Admin Tool

   They would like an option or setting in RingCX Admin to disable the Automatic Call Recording Announcement for their RingCX calls. (Inbound and Outbound)

   Actual Behavior:
   RingCX and RingEX automatically plays a call recording announcement on applicable calls.
   There is currently no visible admin-level option for the customer to turn this announcement off.

   Expected Behavior:
   An admin-configurable option in RingCX to enable or disable the automatic call recording announcement based on business needs and compliance requirements.

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8. Filtering To Queued Interactions In Inbox

   There is no option within "all messages" to filter to queued interactions only. This makes it hugely difficult to manage large contact centres. Particularly contact centres that are utilising AI and messages do not show as "new" when entering a queue.

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9. Feature Request: Improve Call Logging Reliability in RingCX Embedded Agent for Dynamics 365

   Subject: Feature Request: Improve Call Logging Reliability in RingCX Embedded Agent for Dynamics 365

   Product Area: RingCX
   Component: Embedded Agent – Microsoft Dynamics 365 Integration
   Request Type: Feature Enhancement / Reliability Improvement
   Priority Impact: High (Data integrity, reporting accuracy, agent workflow)

   ---

   Problem Statement

   The RingCX Embedded Agent integration with Microsoft Dynamics 365 has several limitations that result in missing or incomplete phone call records when required fields (specifically the Name and Call To / Call From fields) are not populated at call end.

   These limitations cause gaps in call reporting, incomplete CRM activity history, and inconsistent agent workflows—particularly in healthcare and high-volume contact center environments where calls may end abruptly or contacts may not yet exist in Dynamics.

   ---

   Current Behavior

   1. Name field dependency

   • If the Name field is not populated at disposition time:

     • Phone call records may not be created in Dynamics 365
     • Placeholder customer/patient records may be auto-created with no populated data

   1. Common scenarios leading to missing Name field

   • Phone numbers associated with multiple Dynamics records (ambiguous match)
   • Inbound calls from contacts not yet in Dynamics
   • Outbound calls to external parties not stored in Dynamics (e.g., physicians, vendors)
   • Calls going directly to voicemail or ending abruptly
   • Immediate transition to the disposition screen, increasing missed data entry
   • Agents intentionally leaving calls untracked due to workflow constraints

   1. Dynamics constraints

   • The Call To / Call From field is required by Dynamics 365
   • RingCX currently cannot create call records without these required fields populated

   ---

   Business Impact

   • Inaccurate call volume and performance reporting
   • Missing CRM activity records for completed calls
   • Increased manual cleanup and reconciliation work
   • Reduced agent compliance and usability
   • Risk to auditability and operational visibility in regulated environments

   ---

   Requested Enhancements

   1. Decouple Call Record Creation from Name Field Completion

   Allow phone call activity records to be created in Dynamics 365 even if the Name field is empty, using a temporary or system-generated reference (e.g., “Unknown Caller”).

   This would:

   • Preserve call metadata (time, direction, duration, agent)
   • Allow post-call completion of required fields
   • Ensure accurate reporting and historical tracking

   ---

   2. Prevent Automatic Customer/Patient Record Creation

   Add an option to disable auto-creation of customer/contact records from RingCX calls.

   Desired behavior:

   • Call records can exist independently of customer/contact records
   • Customer/contact creation remains a manual, user-driven action

   ---

   3. Improve Name Field Visibility and Workflow

   Enhance agent UI to reduce missed Name entries by:

   • Making the Name field more prominent
   • Displaying the Name field on both call and disposition screens
   • Optionally merging Name entry and disposition into a single workflow step
   • Preventing disposition submission until required CRM fields are reviewed

   ---

   4. Support Deferred Field Completion

   Allow agents or supervisors to populate or correct:

   • Name
   • Call To / Call From after the call record has already been created in Dynamics.

   ---

   Expected Outcome

   • All RingCX calls generate a corresponding Dynamics phone call record
   • Improved data integrity and reporting accuracy
   • Reduced agent friction and training overhead
   • Better alignment with real-world call center workflows
   • Increased adoption of RingCX Embedded Agent in Dynamics-heavy environments

   ---

   Environment Details

   • Platform: RingCX
   • Integration: Embedded Agent for Microsoft Dynamics 365
   • Use Case: High-volume inbound and outbound contact center operations
   • Industry Impact: Healthcare, enterprise support, regulated environments

   ---

   Request

   Please review the feasibility of these enhancements and advise:

   • Whether these changes align with the RingCX product roadmap
   • If configuration-based alternatives are planned
   • Recommended next steps for prioritization

   Thank you for considering this request.

   Subject: Feature Request: Improve Call Logging Reliability in RingCX Embedded Agent for Dynamics 365

   Product Area: RingCX
   Component: Embedded Agent – Microsoft Dynamics 365 Integration
   Request Type: Feature Enhancement / Reliability Improvement
   Priority Impact: High (Data integrity, reporting accuracy, agent workflow)

   ---

   Problem Statement

   The RingCX Embedded Agent integration with Microsoft Dynamics 365 has several limitations that result in missing or incomplete phone call records when required fields (specifically the Name and Call To / Call From fields) are not populated at call end.

   These limitations cause gaps in call reporting, incomplete CRM activity history, and inconsistent agent workflows—particularly in healthcare… more

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10. QA Reviews for Email Interactions in RingSense

    We currently leverage RingCX and RingSense to perform quality assurance (QA) reviews, coaching, and performance analysis for agent phone calls. These tools provide valuable insights such as call recordings, transcripts, sentiment, and AI-driven scoring. However, we have a significant number of agents who primarily handle customer interactions via email, and there is currently limited visibility or structured QA oversight for those interactions.

    Requested Enhancement
    We are requesting enhanced email interaction analysis and QA functionality within RingCX and/or RingSense, comparable to what is available for voice interactions.

    Desired capabilities include (but are not limited to):

    Visibility into agent email conversations within RingCX

    Email transcript review with full conversation threading

    AI-powered analysis (e.g., sentiment, tone, keyword/compliance detection)

    QA scoring frameworks applicable to email interactions

    Search and filtering of emails by agent, queue, keywords, or sentiment

    Coaching and feedback workflows tied to email interactions
    Reporting on email quality trends over time

    We currently leverage RingCX and RingSense to perform quality assurance (QA) reviews, coaching, and performance analysis for agent phone calls. These tools provide valuable insights such as call recordings, transcripts, sentiment, and AI-driven scoring. However, we have a significant number of agents who primarily handle customer interactions via email, and there is currently limited visibility or structured QA oversight for those interactions.

    Requested Enhancement
    We are requesting enhanced email interaction analysis and QA functionality within RingCX and/or RingSense, comparable to what is available for voice interactions.

    Desired capabilities include (but are not limited to):

    Visibility into agent email conversations within… more

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    Planned  ·  Sushant Hiray responded

    Thank you for your valuable idea. We are working on this feature request. We will post an update when this is available on your account

11. Recycling Leads / Nurture Campaigns

    Recycling Leads / Nurture Campaigns
    We need a solution that allows leads to be temporarily removed from the dialer based on a specific disposition, while still allowing them to be reactivated and called again in the future. This would support a structured nurture strategy rather than permanently excluding leads from outreach.

    For example, if a lead is dispositioned as “Does Not Qualify” or “Not Qualified Today,” that lead should move into a separate campaign or grouping that can be revisited after a defined period (e.g., 2–6 months) to attempt re-engagement and earn the business at a later time.

    It is important to note that Do Not Call (DNC) should remain strictly reserved for true DNC scenarios, in alignment with federal compliance guidelines. We do not want DNC to become a catch-all disposition for leads we are simply not dialing at the moment.

    This type of functionality would greatly improve lead lifecycle management, compliance, and long-term revenue opportunities.

    Recycling Leads / Nurture Campaigns
    We need a solution that allows leads to be temporarily removed from the dialer based on a specific disposition, while still allowing them to be reactivated and called again in the future. This would support a structured nurture strategy rather than permanently excluding leads from outreach.

    For example, if a lead is dispositioned as “Does Not Qualify” or “Not Qualified Today,” that lead should move into a separate campaign or grouping that can be revisited after a defined period (e.g., 2–6 months) to attempt re-engagement and earn the business at a later time.

    It is… more

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12. Warm Transfer Calls From RingEX USers to RingCX Agents

    To allow warm transfer calls from RingEX users to RingCX agents. Currently, it only works with Cold transfers.

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13. Add "call is being recorded" disclaimer for Inbound Queue call back

    Please allow inbound queue call back requests to play "This call is being recorded for quality and training purposes" on caller's end whenever the system triggers an outbound call for an agent

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14. Automatic Call Recording Pause When Agents Begin Payment Collection (PCI Auto-Protection)

    Title:
    Automatic Call Recording Pause When Agents Begin Payment Collection (PCI Auto-Protection)

    Summary:
    Requesting a RingCX feature that automatically pauses call recordings the moment an agent initiates payment collection, without relying on DTMF detection or manual agent actions.

    Details:
    Currently, RingCX requires agents to manually pause the call recording when collecting customer credit/debit card information. This introduces human error and increases PCI compliance risk.

    In other platforms (e.g., Dialpad), recording can automatically stop during payment collection flows. The trigger comes from workflow context, not customer DTMF digits.

    Issue:
    RingCX does not have a trigger or system event that identifies when an agent has entered a “payment collection step,” nor does it automatically stop recording when the agent is viewing or executing a payment-related script block.

    Symptom:
    Agents can forget to pause recording, which may lead to PCI exposure.

    Steps to Reproduce:

    Agent begins payment collection.

    Recording remains active unless manually paused.

    Risk of PCI information being spoken or read aloud.

    Affected Environment:
    All RingCX Voice interactions involving card collection.

    Cause:
    There is currently no workflow/agent-script API event that:

    Detects payment steps

    Triggers automatic recording pause

    Resumes recording when complete

    Requested Enhancement (Resolution):
    Add a system-level function triggered by workflow or script state:

    When agent enters a script node labeled or typed as Payment Step, recording automatically pauses.

    When the agent leaves the payment step, recording resumes.

    Include audit log entries for compliance.

    Title:
    Automatic Call Recording Pause When Agents Begin Payment Collection (PCI Auto-Protection)

    Summary:
    Requesting a RingCX feature that automatically pauses call recordings the moment an agent initiates payment collection, without relying on DTMF detection or manual agent actions.

    Details:
    Currently, RingCX requires agents to manually pause the call recording when collecting customer credit/debit card information. This introduces human error and increases PCI compliance risk.

    In other platforms (e.g., Dialpad), recording can automatically stop during payment collection flows. The trigger comes from workflow context, not customer DTMF digits.

    Issue:
    RingCX does not have a trigger or system event that identifies when… more

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15. RingCX Audio Settings

    Need settings specific to RingCX to be able to adjust call audio levels. The current method is using native Windows audio settings which would bring down levels of other applications.

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16. Auto-Reply Email Handling in RingCX

    Overview:
    Currently, RingCX filters out auto-reply messages, such as out-of-office notifications and does not assign them through the platform. While this may reduce noise in some workflows, these messages are critical to our business operations, as they provide visibility into partner and internal availability.
    Current Limitations:
    -Auto-reply emails are not surfaced in the Digital Channels interface. > Auto-reply emails show in "All Messages" in the New status, but never assign to agents automatically in the "My messages" mode.
    -Teams lack visibility into availability updates, which can lead to missed follow-ups or delayed responses.
    -There is no option to configure how auto-replies are handled or displayed.

    Proposed Enhancement: Enable delivery of auto-reply emails as new messages within the first icon of the Digital Channels interface, specifically under the “My Messages” section. This enhancement would:
    -Ensure that availability updates are visible and actionable.
    -Allow teams to track and respond to partner and internal status changes more reliably.
    -Preserve continuity in communication workflows without manual monitoring outside the platform.

    Benefits:
    -Improved visibility: Ensures teams are informed of availability changes in real time.
    -Operational continuity: Supports proactive communication and scheduling adjustments.
    -Platform consistency: Keeps all relevant messages within RingCX, reducing reliance on external email monitoring.

    Overview:
    Currently, RingCX filters out auto-reply messages, such as out-of-office notifications and does not assign them through the platform. While this may reduce noise in some workflows, these messages are critical to our business operations, as they provide visibility into partner and internal availability.
    Current Limitations:
    -Auto-reply emails are not surfaced in the Digital Channels interface. > Auto-reply emails show in "All Messages" in the New status, but never assign to agents automatically in the "My messages" mode.
    -Teams lack visibility into availability updates, which can lead to missed follow-ups or delayed responses.
    -There is no option to configure how… more

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17. RCX | DNC list bulk removal

    Have the option to bulk remove the DNC list. Currently the customer can only remove 1 by 1. This will help save time for the customer that wants to remove the DNC list manually in bulk.

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18. Agent Whisper

    The ability for a bot or supervisor to put a message into a chat for only an agent to see.

    Our main use case for this would be to put a conversation summary at the end of a bot conversation in a whisper that only the agent will see this allows us to use language/abbreviations the agent will be able to understand that the customer wouldn't.

    This will also allow for supervisors to prompt or direct agents without directly interrupting them from the chat.

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19. Write back Disposition and notes to RCX Contact Card

    Write back Disposition and notes to RCX Contact Card

    Enterprise Account ID: UID: 813377035
    Feature Request Summary: Write back Disposition and notes to RCX Contact Card
    Current Functionality: only support AI Summaries
    Ideal Functionality: Write back Disposition and notes to RCX Contact Card
    Opp Link: SFDC Opp Link: https://rc.lightning.force.com/lightning/r/Opportunity/006TU00000Eg3B7YAJ/view

    Business Justification -- Since we dont support all integration this willl help the agent identify the last reason for call aside from AI Summaries

    https://jira.ringcentral.com/browse/INIT-25003

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20. AI summaries language dependencies

    the AI summaries in RCX instance must support multi language regardless of the RCX instance main language: even if the main instance language instance, conversations in other languages that are supported by the feature should be also summarized

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    New  ·  0 comments  ·  AI quality management  ·  Delete…  ·  Admin →
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