1521 results found
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Default Manual Dialing to not be recorded
The default setting for a manual dial is not to record the agent call in RingCX. Within RingCX, Manual dialing is expected to be a circumvention of the system. This may go against some clients expectations of how a manual call should be managed. While there is a work around to tie the manual call to an inbound queue, some would find value in allowing a simple option to enabled recording and recording management by the agent for manual dials.
5 votes -
Follow the call journey from start to finish.
Provide the ability to access/download a report that shows the call journey from start to finish even if it is transferred back to the IVR and to other extensions.
5 votes -
Notification when Task Call Recording Delivery Fails
If a recording push to an SFTP fails, send a notification to a users email address to notify them. This will help customer avoid losing recordings due to data retention and address issues right away.
5 votes -
Consistent Sender Email Address for debug logs..ect
100% of the time when we are troubleshooting issues with your team we are asked for debug logs. When we request these logs from the system to send to us, they are spoofing our email address domain and sending us an email. Per our security requirements our DMARC policy will not allow these emails to be successful so we NEVER receive the debug logs. I need you to create a consistent sender email address so we can receive the debug logs without jeopardizing our security requirements.
5 votes -
Analytics reporting for agent activity overview
Is there a way on reporting, specifically for Agent Activity Overview – if there could be an added option to pull a Range of Dates (example 12/1-12/31/2021) but have the option to have the report pull the daily details? So for example – I look at offline times for reps to calculation certain %’s into their commission – I look at it daily – however, at the end of the month I pull it for a “through” date, but would like to have the option for the report to pull daily totals in to one spreadsheet for the through time…
5 votes -
Add verbal response as an option
When a call comes in give the caller/receiver an option of verbal response or keypad response. Sometimes you're not near the phone when the call comes in. It would nice to be able to say 1 for accepting the call or giving the customer the option to say the extension they want.
5 votes -
Add fields from Prebuilt reports to Historical reports
With the sunset of Prebuilt reports, please add the following fields to the Historical reporting platform:"Agent Call Notes" and "Is Callback" from the Prebuilt Inbound Call Detail report."Logout DTS" from the Prebuilt Agent Session report
5 votes -
Allow Email or Username/PW authentication for SFTP Message Exports
When configuring automated exports for Digital channels. It only allows configuring posting to a SFTP using a SSH key. Please either allow exporting it either by allowing it to be sent to an email; or enable username password authentication in order to post to the SFTP similar to the Prebuilt reports feature in Engage Voice.
5 votes -
Standalone Agent Notes Field Within Agent Script (Live Call Mode)
Provide agents with a clean, simplified interface to enter notes during live calls by enabling a standalone Agent Notes field within the Agent Script → Agent Disposition section—without exposing other fields such as Disposition or AI Summary.
Agents need a quick and distraction-free way to capture notes during live interactions. However, the current Agent Disposition section includes multiple elements (e.g., Disposition dropdown, AI Summary field), which:
*Adds unnecessary clutter during active calls
*Slows down note-taking while agents are engaged with customers
*Increases cognitive load when only note-taking is requiredKey Capabilities
- Isolated Notes Input Field: Agent Notes can be displayed…
4 votes -
Agent script Cache
Enable agents to capture notes and key caller details (e.g., customer account number, case summary, intent) directly within the agent script, with the ability for this information to persist and be automatically passed along when a call is transferred to another RCX agent.
Currently, when calls are transferred between agents, contextual information gathered by the first agent (such as notes, customer details, or conversation summary) is not retained or visible to the next agent. This results in:
1. Repetition for customers who need to restate their concern
2. Increased handling time
3. Potential inconsistencies in customer experience4 votes -
Presence Sync Control between RingEX (REX) and RingCX (RCX)
Problem Statement
In the current SPOG (RingCX in RingCentral app) setup, agent presence is not fully synchronized between RingEX and RingCX.When a user is actively engaged in a RingEX call, their RingCX status may still appear as Available. As a result, RingCX continues to route inbound CX calls to the agent, leading to overlapping interactions and unintended call interruptions.
This creates a conflict in blended environments where both RingEX and RingCX are actively used.
Current Behavior
Agent receives or is on an active RingEX call
RingCX (SPOG) status remains Available
RingCX continues routing inbound CX calls to the same…4 votes -
Disable agent RingCX login
Disable agent RingCX login. This option was available before but was removed.
4 votes -
Add the Polish language (audio CALLBACK)
Add Polish to callback audio messages to enhance the experience for Polish-speaking users by improving message comprehension and the quality of the customer journey in a multilingual context.
4 votes -
Ability to export agent roles
The ability to export a list of agent roles to compare the permissions included in each role
4 votes -
Ring CX Place in Queue announcement to be able to play multiple times
Currently, the "Place in Queue" announcement plays only once when the "Route to Agent" queue event is first triggered. The desired functionality is to have an option for this announcement to loop and repeat at adjustable intervals. Ideally, the position in queue should be recalculated and announced each time, without the need to chain multiple "Route to Agent" events sequentially.
4 votes -
Callback Flow Improvement
There should be a way in RingCX to enhance the callback experience by allowing callback requests to be honored immediately after the caller’s initial input, without requiring a second confirmation—even if the caller disconnects early.
Current Behavior
1) Callers press “1” to request a callback.
2) A second confirmation (“press 1 again”) is required before the callback is officially queued.
3) If the caller disconnects before completing the second confirmation or before system disconnect, the interaction is marked as “Inbound ACD Callback Incomplete.”
4) No callback is generated, even if the caller already indicated intent.Problem Statement
• The two-step…4 votes -
Bring the application to foreground when agent script is configured for the queue or campaign
Currently, when an incoming call is received, only the RingCentral softphone interface is displayed. Users have identified that when Agent Scripting is configured, it is inefficient to manually click into the main application to view the script and caller details after answering.
Requirement:
The user is requesting a feature or setting that allows the entire application window to pop up automatically upon an incoming call. This would ensure that the agent script and full caller information are immediately visible, removing the need for manual navigation and improving response times.4 votes -
Closed Caption in CX
RingCX currently does not provide live closed captioning or real‑time transcription visibility for agents handling voice calls in the RingCentral desktop app. This creates a meaningful accessibility gap, especially given that live captions are available in RingEX and that RingCX already performs real‑time transcription behind the scenes for analytics and AI features.
This appears to be a product parity and accessibility issue, not a technical limitation.Why This Matters
Live closed captioning is a recognized accessibility accommodation, not merely a convenience feature. Its absence in RingCX directly impacts:Deaf or hard‑of‑hearing agents
Agents with auditory processing disorders
Neurodivergent agents who…4 votes -
Real Time Dashboard - Lead Status view
Add the ability to see Leads Ready Now/Leads Ready Future as an option on the Real Time Dashboards without having to pop out "Status"
4 votes -
SMS Channel Token Lifecycle
The ability to extend the token expiration period beyond the standard system default would be highly beneficial, along with the option to completely disable the token refresh requirement for SMS channels. If disabling the refresh is not feasible, an alternative would be to allow whitelisting of our channel ID or client ID to enable a long-lived access token, helping prevent potential service interruptions.
4 votes
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