1264 results found
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Feature Request: Conditional Caller ID Enforcement for Warm Transfers and Consultations Across RingCX and RingEX
*Summary
Introduce a platform-level capability to enforce conditional Caller ID behavior for internal calls during warm transfers and consultations, ensuring consistent Caller ID presentation across RingCX and RingEX environments.
*Problem Statement
During warm transfers or consult calls—whether between RingCX agents or from RingCX to RingEX users—Caller ID presentation may vary and display RingEX Born Super Admin name, queue numbers, site numbers, or system-generated identifiers. This inconsistency creates confusion during internal collaboration. However, once a call is fully transferred or taken over, the receiving party must see the original customer identity to preserve service continuity.
*Proposed Capability
Implement call-state–aware Caller ID…
2 votes -
Enhanced Case Logging Experience with Rich Text Formatting and Multi-Party Communication
Requested Enhancements:
Rich Text / Formatting Support
Allow basic formatting in case descriptions and replies, including:
Bullet points and numbered lists
Paragraph spacing
Bold / italics / headings
Inline code or monospaced text (where relevant)This would significantly improve clarity when describing technical issues, test results, timelines, or step-by-step findings.
Ability to Add External or Internal Parties to the Case Thread
Enable customers to:
Add additional participants (e.g. colleagues, partners, or vendors) to the case communication thread
CC or notify relevant stakeholders without forwarding emails manually
Maintain a single, auditable communication trail within the case
Improved Communication Chain Visibility
Ensure…2 votes -
ability to view where the audio file is being used in ringcx
Customer would like a feature where they could easily know where the audio file is being used if they have multiple workflow and voice queue
2 votes -
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.
2 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.
2 votes -
Subject: Feature Request: Add Filter for “Has Coaching Moment” in RingSense
Subject: Feature Request: Add Filter for “Has Coaching Moment” in RingSense
Hi Team,
I’d like to submit a feature request related to RingSense analytics and call review capabilities.
Request:
Add a filter option for “Has Coaching Moment” within RingSense so users can easily locate calls that contain coaching moments, even if no scorecards or feedback were set up at the time the calls were recorded.Customer Need:
Some customers have historical calls that include coaching moments generated before managers were fully trained or before scorecards were configured. Currently, there is no UI filter available for them to pull or isolate…2 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.
2 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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Intelligent Grouping of Lead-Related Emails in RingCX
Customers using multiple lead-generation systems receive separate email notifications for the same lead. These individual emails are routed independently through the RingCX email channel, which can result in multiple agents contacting the same lead. We are requesting an enhancement that allows RingCX to intelligently identify and group emails related to the same lead and route them consistently to a single agent.
Requested Enhancement:
Add functionality that allows the email channel to intelligently group or associate emails related to the same lead, even when they originate from different systems.
Example approaches could include:
Identifying leads based on shared data fields (e.g.,…
2 votes -
Ability to place the Answer/Reject window from RingCX to be always on top of any browser when call comes in
Ability to place the Answer/Reject window from RingCX to be always on top of any browser when call comes in
2 votes -
Enhanced Agent Dashboards for Queue Visibility and Custom Statuses
Currently, RingCX agents have limited visibility into calls across queues, agent availability, and overall queue activity. While supervisors can see more detailed information, agents themselves cannot access this data without compromising security. Existing workarounds, such as using JWT tokens, are not viable as they grant access to admin settings and analytics, creating a significant security risk.
Agents would benefit from a dedicated dashboard that provides real-time visibility into calls, queue status, and agent availability without exposing KPIs or sensitive information from other agents. This would also support coordination among agents for breaks, shift changes, and coverage planning.
We request the…
2 votes -
Include Digital State of Agents
At the moment, agents show as "Available" even though they are handling digital contacts. We would like to request a feature to show the digital state of agents in the supervisor page and analytics.
2 votes -
Option for Required Notes/Scripts/Dispositions on Outbound Calls
We would like to see an option to only "require" Dispositions/Notes/Scripts for Inbound calls only. Current situation is that a script runs with required categories to populate, this is appropriate for inbound calls, but not outbound calls. If there could be an option to decide what direction the call is for a requirement that would solve this, or an ability to create a custom rule to circumvent the requirement.
2 votes -
Add Filter for Schedule or Hours-Based Queue Alerts
Issue:
Currently, the alert system does not account for queue schedules, operating hours, or specific time-based configurations. As a result, queues that are intentionally set to operate 24/7 or have custom schedules generate continuous “no agents in queue” or similar alerts outside of normal staffing hours. This leads to unnecessary email traffic and alert fatigue, making it harder to identify genuine issues.Proposed Solution:
Introduce a filter or condition in the alert configuration that allows you to assign a schedule or operating hours for the alert before sending alerts.This enhancement would ensure that alerts such as “no agents available”…
2 votes -
option and/or default behaviour being to auto-hold the external caller / customer when an agent initiates a warm transfer / three-way call t
An option and/or default behaviour being to auto-hold the external caller / customer when an agent initiates a warm transfer / three-way call to a user on the REX system?
2 votes -
Make Call Transcription Links Read-Only in Salesforce
Requesting a feature that allows RingSense AI transcription and summary links added to Salesforce cases via the RingCX integration to be stored in a read-only/uneditable field.
Business Need:
Currently, agents can modify or delete the transcription link in Salesforce, which may result in lost access to critical call recordings and AI-generated summaries. Ensuring the transcription link is immutable preserves data integrity and ensures that all team members can reliably access the original AI call records.Benefits:
Maintains consistent access to AI-generated transcriptions and summaries.
Prevents accidental deletion or modification by agents.
Supports compliance, audit, and quality assurance processes.
Ensures historical…
2 votes -
Allow Callback Requests to Include Country Code
Requesting a feature that enables or requires clients to input their full phone number including the country code when requesting a callback.
Business Need:
Many global businesses use call forwarding (e.g., +1) to route calls to different tenants or regions. Currently, the callback form or IVR flow only accepts local numbers, meaning international clients cannot accurately request a callback. This leads to missed opportunities and forces teams to implement workaround solutions that don’t fully meet operational or compliance requirements.Benefits:
Ensures international clients can successfully request callbacks.
Improves accuracy and efficiency of callback routing.
Reduces manual handling or missed return…
2 votes -
More Flexible and Customizable Agent Status Options
Requesting the ability to create and manage custom agent states beyond the default RingCentral options. The current predefined states are too rigid and don’t always reflect the real activities or availability of teams.
By allowing the base state to align more closely with custom statuses, workforce management and reporting accuracy would significantly improve.
This would enable:
Teams to define custom states (e.g., “After-Call Work,” “Training,” “Break – Coverage,” “System Tasks”) that will reflect on the real-time and historical dashboards and reports.Mapping of these custom states to RingCentral’s base presence states for analytics and queue logic.
- More accurate visibility into…
2 votes -
RingCX Global FIFO Queue Behavior Across Multiple Queues
Enable a global FIFO behavior that ensures all calls across all queues are dequeued in strict chronological order based on enqueue time, independent of the queue they enter.
This feature would improve call handling consistency, reduce call wait time confusion, and ensure fair handling of incoming calls when multiple queues are in use.
2 votes -
Outbound Dialing Should Use Updated Phone Number After Agent Lead Update
Description:
Currently, when an agent updates the phone number in a lead record (Agent Lead Update), the system continues to dial the old phone number during the outbound call process. Although the lead information reflects the new number in both the Lead Search and Lead View pages, the dialing logic still references the outdated number.Expected Behavior:
When a lead’s phone number is updated by an agent, the system should immediately reference and use the updated number for any subsequent outbound dialing attempts, without requiring the lead to be re-passed or refreshed.Actual Behavior:
Updated lead details display correctly in…
2 votes -
Feature Request: “Mask Audio” Button in RingCX Dialer
Feature Request: “Mask Audio” Button in RingCX Dialer
Title:
Add a “Mask” button in the RingCX Dialer to temporarily hide or block sensitive audio from being recorded or monitored.Description:
Agents occasionally need to capture sensitive customer information (e.g., credit card numbers, SSNs, or account verification data). Currently, RingCX records the entire call without a built-in way to exclude these segments.We propose adding a “Mask” button directly in the RingCX Dialer interface, allowing agents to manually pause or mask the call audio.
When the agent activates the Mask button:
Recording and monitoring streams are replaced with white noise, silence,…
2 votes
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