1521 results found
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Ability to Use the Main Company Number as a Selectable Outbound Caller ID for RingCX Agents
Requesting the ability for RingCX agents to select the Main Company Number as the outbound caller ID when placing outbound calls from within RingCX queues.
3 votes -
Wrap-up timer shows agents in wrap-up and not available
Problem:
Previous provider would allow a certain wrap-up time before putting agents back into availability using a ""wrap-up"" code, not available code. Supervisors see multiple people in available but calls queuing, as the current setup shows agents as ""available"" when they're actually in their wrap up time.The feature request:
Wrap-up time allowance, which then puts the agent back to available after the countdown. At a queue level, theres a ""Wrap time"" at a queue level, but it shows agents as available to supervisors which is misleading when managing a large amount of people and queues.Why it matters:
This…3 votes -
Analytics Report for RingEX to RingCX Transfer calls
Currently, there is limited visibility into calls that originate in RingEX and are transferred to RingCX. We would like to request the ability to generate a dedicated Analytics report (or add relevant metrics to existing reports) that specifically tracks RingEX to RingCX transfer calls.
Business Impact:
This enhancement would improve visibility into cross-platform call handling, support operational reporting, and help identify potential gaps in call routing or agent performance. It would also assist in troubleshooting customer-reported issues related to transferred calls."We believe this feature would significantly enhance reporting accuracy and operational transparency for organizations using both platforms.
3 votes -
Bulk log out agents from all queues (real-time dashboard control)
It would be extremely helpful for Admins and Supervisors to have the ability to bulk log out agents from all queues they are currently logged into directly from the real-time dashboards.
The ideal functionality would allow a one-click action to log out selected agents from all queues, with the exception of agents who are currently on an active call (those agents would remain unaffected until their call ends).
This would support:
Faster end-of-day queue management
Improved control during incidents or system issues
Cleaner queue hygiene and reduced risk of agents remaining unintentionally available
Operational efficiency during shift changes
Having this…
3 votes -
Add Agent Capacity Profiles to manage concurrent async and real-time workloads
Description:
In the legacy Engage Digital platform, there was a valuable capability called Agent Capacity Profiles, allowing administrators to define how many asynchronous conversations (e.g. email, Apple Business Chat, WhatsApp, social messaging) an agent could handle simultaneously, while also reserving capacity for real-time channels such as webchat or voice.RingCX currently lacks an equivalent mechanism, making it difficult to manage agent workload across mixed interaction types.
Pain Point:
Without agent capacity control:Agents supporting both async and real-time channels can easily be over-allocated, leading to missed SLA targets or delayed responses.
Supervisors cannot reserve a portion of agent availability for…
3 votes -
Add an alert for when the Salesforce client for RingCX disconnects from RingCX
Customer is inquiring on having a feature that allows the Salesforce for RingCX notify the agent/admin when they have become disconnected from the RingCX dialer within Salesforce. In addition having it also grant what could be the cause of it such as a disconnect code of sorts.
3 votes -
Thumbs up on agent assist suggestions
In agent assist, when the agent is given a suggestion to answer the client's question, if they click on the thumbs up or thumbs down button, there should be a way for that informaiton to go to a business owner to review and make updates to content. This would be vital to maintaining the knowledge base and for governance purposes.
3 votes -
importing work flow from one ringcentral account to another
The customer requested that there must be an option to copy the template from his existing workflow from one RingCentral account to another. So they could save more time when creating a workflow.
3 votes -
RingCX Default as outbound caller ID
It would be helpful and beneficial if we didn't need to select the RingCX Default as the mycaller ID every time when using the RC App. This feature is working as expected when using the RingCentral web.
3 votes -
Allow extension dialing within RingCX SPOG
Currently within RingCX SPOG, once you start your session and go to the dial pad and enter an extension in the dial pad with "RingCX Default" set as your caller ID, and then press enter and select the option "Dial" or press "Enter" on your keyboard, it will prompt an error "The number is invalid, please check it carefully and try again"
When you have a session started but select a RingEX caller ID, you can type the extension and then hit "Enter" or "Dial" and it will connect.
What we want is the ability to dial a RingEX extension…
3 votes -
RingCX Inbound Queue Reconciliation & Unclassified Exit Visibility
We request a native, system-calculated metric in RingCX Analytics that automatically reconciles the total Queue Inbound Interactions (Presented) against all final outcomes (Answered, Abandoned, Callback, and Deflected). Currently, a significant volume of interactions falls into a catch-all "Other" bucket due to system-level disconnects or unclassified IVR exits, requiring complex manual reconciliation. This enhancement should provide a clear, granular breakdown of Unclassified Queue Exits and a pre-calculated "Total Outcomes" column to ensure every presented call is accounted for with 1:1 accuracy without manual spreadsheet work.
3 votes -
Add inbound caller ID normalization to E.164 format (+61XXXXXXXXX) for Australian numbers so that inbound call logs and desk phones (e.g., Y
Add inbound caller ID normalization to E.164 format (+61XXXXXXXXX) for Australian numbers so that inbound call logs and desk phones (e.g., Yealink T54) correctly resolve names from the RingCentral Company Directory.
3 votes -
Disable phone number recognition
Disable phone number recognition.
Currently, the RingCX Email interface automatically injects a Telephone Icon and click-to-dial hyperlink onto all numerical strings in email replies. This behavior is overly aggressive and frequently misidentifies non-phone data (such as Reference IDs, SKU numbers, and currency) as dialable numbers.3 votes -
Enhanced Playback Controls & Dual-Channel Visualization for RingCX Recordings.
Please consider an update to the RingCX Call Recording interface to include advanced playback navigation (Fast Forward/Rewind) and a visual "Dual-Channel" waveform. Currently, the playback experience requires manual scrubbing and active listening to distinguish between speakers, which slows down the auditing and coaching process.
Key Feature Requests
Granular Playback Controls: Add dedicated "Skip Forward" and "Skip Backward" buttons (e.g., in 5 or 10-second increments). This allows users to quickly bypass hold music or repetitive disclosures without losing their place.Split-Track Visualization (Agent vs. Customer): Implement a visual waveform or timeline that clearly distinguishes the Agent's audio from the Customer's audio.
…
3 votes -
Feature Request – Distinct “Invalid Number” Result for Manual Outbound Calls
Description:
Currently, in RingCX historical reports, manual outbound calls to invalid numbers are recorded as “No Answer” in the Call Results column. This makes it impossible to differentiate between genuine no-answer calls and invalid-number attempts in reporting.
Business Impact:
Agents and managers cannot accurately track list quality or outbound performance.
Invalid numbers are not flagged for clean-up, reducing operational efficiency.
Reporting and analytics on manual outbound campaigns are incomplete.
Requested Feature:
Introduce a distinct call result/disposition such as “Invalid Number” for manual outbound calls.
Ensure this result is visible in historical reports, dashboards, and exported data.
(Optional) Include this disposition…
3 votes -
Identify percentage of RingCX calls that are recorded
Need a way to query data to identify what % of calls are recorded.
3 votes -
Option to apply Campaign Criteria Custom Fields when setting Lead Search filters.
It would be helpful if admins had an option to include the Custom Field from Campaign Criteria Plan when filtering the reports in Lead Search Criteria.
3 votes -
Feature Request: Embedded Integration for RingCX + Zoho
I’d like to submit a feature request regarding the current RingCX integration with Zoho.
At present, the only available method for connecting RingCX to Zoho is through the Chrome extension. Several customers have expressed the need for a more seamless workflow by having this functionality embedded natively within RingCX instead of relying on the extension.
Requested Enhancement:
Add support for a native or embedded RingCX–Zoho integration, removing the dependency on the browser extension.
Goal: Improve agent workflow efficiency, reduce extension-related issues, and provide a more streamlined user experience.
This enhancement would greatly improve usability and stability for customers leveraging Zoho…
3 votes -
IVA Custom Role Toggle
Arrowhead would like the ability to lock down the AI Tools section of the platform. Currently, there is no toggle within the Custom Role creation tool to limit Admins ability to change/ or view only AI Knowledge Base, IVA Integrations or the AI Engine. Any Admin can modify this section of the platform. Their desire is only a select few admins have the ability to change that area of their platform and filter all changes through their IT department.
Proposed Solution: Create Toggle within Custom Roles to "View only" or completely hide that section of the RingCX Admin.
3 votes -
Salesforce for RingCX - allow login sessions to be kept active even when browser refresh so agents do not log out.
Allow login sessions to be kept active even when browser refresh so agents do not log out.
3 votesRelease 25.4.2 (December)
RingCX for Salesforce - Persistent Login Across Browser Refreshes:
Agents using the integrated softphone will now remain logged into the adapter even after refreshing a browser page. This eliminates a major point of friction, prevents workflow interruptions, and provides a more stable and reliable user experience, especially for agents working in complex Salesforce environments.
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