1613 results found

1. AI Audio Redaction Service

   AI Audio Redaction Service
   1. The Problem Statement
   Currently, RingCentral Session Border Controllers (SBCs) capture raw audio and attach it to RingEX (REX) or RingCX (RCX). When these recordings move into RingSense/ACE, the system successfully redacts PII and PCI from the text transcripts, but the raw audio files remain untouched.
   The Risk: Unredacted audio containing sensitive PII/PCI resides in REX/RCX for 30–90 days, and in ACE for up to 12 months.
   The Liability: This exposes clients to severe compliance violations (PCI-DSS, HIPAA, GDPR), a risk compounded by the common client misconception that audio is redacted alongside transcripts.
   2. The Proposed Solution
   Develop and integrate a native AI Audio Redaction Service. This service will act as a mandatory processing gateway for recordings before they are committed to long-term or short-term storage.
   End-User Control: Administrators will have the ability to select from standard compliance templates (e.g., PCI, HIPAA) or program specific PII/PCI fields to be targeted for redaction.
   Mechanism: The AI will identify the selected spoken elements and overwrite those specific audio segments with white noise.
   Outcome: A sanitized audio file that protects clients across all downstream platforms.
   3. Proposed Architectural Workflow & SLA
   To balance compliance with operational efficiency, the workflow introduces a brief, defined processing window:
   SBCs / Recording Service: Audio is captured.
   AI Audio Redaction Service (New): Audio is routed here first.
   Processing SLA: The redaction service processes the file and applies white noise to targeted elements. The sanitized audio will be available within 3–5 minutes post-call.
   Storage & Analytics: The sanitized file is then pushed to REX, RCX, or AIR Pro.
   Long-Term Archive: The file moves to ACE for 12 months of compliant storage.
   4. Legal Framework & Client Acceptance
   Because this process fundamentally alters the original recording, legal and QA safeguards must be built into the onboarding flow:
   Destructive Edit Acknowledgment: Clients must explicitly accept that the redaction is a destructive process—the original raw audio containing the sensitive data is overwritten with white noise and cannot be recovered.
   AI Accuracy Disclaimer: The Terms of Service will require clients to acknowledge that while AI speech-to-text is highly accurate, it is not 100% perfect. Variables like poor audio quality, heavy accents, or crosstalk can impact detection, and RingCentral does not assume liability for occasional false negatives (missed redactions) or false positives (over-redacted segments).

   AI Audio Redaction Service
   1. The Problem Statement
   Currently, RingCentral Session Border Controllers (SBCs) capture raw audio and attach it to RingEX (REX) or RingCX (RCX). When these recordings move into RingSense/ACE, the system successfully redacts PII and PCI from the text transcripts, but the raw audio files remain untouched.
   The Risk: Unredacted audio containing sensitive PII/PCI resides in REX/RCX for 30–90 days, and in ACE for up to 12 months.
   The Liability: This exposes clients to severe compliance violations (PCI-DSS, HIPAA, GDPR), a risk compounded by the common client misconception that audio is redacted alongside transcripts.
   2. The Proposed… more

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2. auto dialer with automated system

   I would like to have a feature that when i dialed the customer's number using RingCentral App
   there will be an Automated system will tell my customer that im on my way.

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3. Include Customer DTMF Inputs in RingCX Queue Reporting

   Business Need / Context:
   We currently have reporting visibility for DTMF (keypad) inputs while a caller is navigating the initial IVR/Workflow. However, once a call enters a queue, any DTMF inputs made by the customer (e.g., pressing a digit to request a callback, change priority, or trigger an automated action) are not captured in any standard, pullable reports.

   Currently, our team can only verify queue DTMF inputs by running a manual backend trace on individual calls using internal tools. This is highly inefficient, delays troubleshooting, and limits our ability to track customer behavior and queue performance at scale.

   User Persona Impacted:
   Contact Center Managers, Quality Assurance Teams, Operations Analysts, and Support Engineers.

   Proposed Solution:
   Expand our standard interaction and queue reporting capabilities to log and display DTMF digits pressed by customers after the call has exited the IVR and entered a queue. Ideally, this data should be available via:

   Interaction Detail Records: A visible field in the call history showing digits pressed during the queue state.

   Historical Queue Reports: An aggregate report showing how many callers pressed specific digits while waiting in queue (e.g., to track how many users are opting for callbacks).

   Value / Benefits:

   Time Savings: Eliminates the need for technical teams to run manual backend traces to verify customer inputs.

   Better Insights: Allows business operations to analyze queue exit behaviors and improve the customer experience.

   Autonomous Troubleshooting: Empowers supervisors and standard users to audit call flows independently without escalating to engineering.

   Business Need / Context:
   We currently have reporting visibility for DTMF (keypad) inputs while a caller is navigating the initial IVR/Workflow. However, once a call enters a queue, any DTMF inputs made by the customer (e.g., pressing a digit to request a callback, change priority, or trigger an automated action) are not captured in any standard, pullable reports.

   Currently, our team can only verify queue DTMF inputs by running a manual backend trace on individual calls using internal tools. This is highly inefficient, delays troubleshooting, and limits our ability to track customer behavior and queue performance at scale.

   User Persona… more

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4. RingCX Conference Calling

   RingCX Conference Calling
   The customer would like to have conference calling functionality in the RingCX platform, enabling them to add more than two participants to a call.

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5. RCX | Audible Notification for Agent Pending Disposition (Pend-Disp) Status

   Feature Enhancement Request – RingCX
   Title: Audible Notification for Agent Pending Disposition (Pend-Disp) Status

   Request Summary:
   Request enhancement in RingCX Agent Workspace to provide an audible notification when an agent remains in Pending Disposition (Pend-Disp) status, similar to the current Ring No Answer (RNA) audible alert behavior.

   Current Behavior:
   In RingCX, when an agent misses an offered interaction and enters RNA (Ring No Answer) status, the agent receives an audible beeping notification until they manually change their state (e.g., Available, Away, or another status).

   However, when an agent enters Pending Disposition (Pend-Disp) status, there is currently no equivalent audible indication that the agent remains in that state.

   Requested Enhancement:
   Introduce an audible alert for agents while they are in Pending Disposition (Pend-Disp).

   Proposed Behavior:

   • Trigger an audible notification when the agent enters Pend-Disp.
   • Continue the notification until the agent:
   completes disposition and returns to an available state, or
   manually changes to another status.
   • Ideally make the behavior configurable at the account/site/queue level (enable/disable and alert interval).

   Business Justification:

   • Prevent agents from unintentionally remaining in Pend-Disp for long periods.
   • Improve awareness and reduce unnecessary occupancy caused by incomplete dispositions.
   • Increase agent productivity and state management consistency.
   • Align user experience with existing RNA notification behavior in RingCX.

   Expected Outcome:
   • Agents receive an audible reminder while in Pend-Disp, helping reduce forgotten dispositions and improving operational efficiency.

   Feature Enhancement Request – RingCX
   Title: Audible Notification for Agent Pending Disposition (Pend-Disp) Status

   Request Summary:
   Request enhancement in RingCX Agent Workspace to provide an audible notification when an agent remains in Pending Disposition (Pend-Disp) status, similar to the current Ring No Answer (RNA) audible alert behavior.

   Current Behavior:
   In RingCX, when an agent misses an offered interaction and enters RNA (Ring No Answer) status, the agent receives an audible beeping notification until they manually change their state (e.g., Available, Away, or another status).

   However, when an agent enters Pending Disposition (Pend-Disp) status, there is currently no equivalent audible indication… more

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6. Call transcript

   Customer would like to have a copy of a transcript with his interaction with the live agent. It would be helpful if the customer would have a documented transcript sent to them via email as documentation of the conversation they had with a live rep. instead of just going through to the ticketing system

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7. Import RingEX IVRs to RingCX

   1. Executive Summary As customers migrate from RingEX to RingCX (or adopt a hybrid setup), reconstructing complex Interactive Voice Response (IVR) menus manually in RingCX is a major pain point. It is time-consuming, prone to human error, and delays the onboarding process.

   This feature will allow administrators to export an existing RingEX IVR configuration and import it directly into RingCX, automatically mapping menus, prompts, audio files, and key presses (extensions) to the corresponding RingCX queues, scripts, or flows.

   1. Problem Statement
      "Rebuilding a 5-level IVR menu with dozens of audio prompts in RingCX takes hours of manual labor and requires dual-monitoring both platforms, leading to configuration mismatches and frustration during customer migration."

   2. User Personas
      Implementation Specialists / Professional Services: Needs to migrate large enterprise customers efficiently.

   IT Administrators: Needs a self-service, intuitive way to move their own call routing from RingEX to RingCX without starting from scratch.

   1. High-Level Requirements & User Stories User Stories As an Admin, I want to select a specific IVR menu in RingEX and export it as a standardized file (e.g., JSON/ZIP) or sync it directly via API.

   As an Admin, I want to upload this file into RingCX and see a "Mapping Preview" so I can resolve any disconnected destinations (e.g., mapping a RingEX extension to a RingCX Queue).

   As an Admin, I want all associated audio prompt files (.wav / .mp3) to be transferred automatically into the RingCX Audio Library.

   1. Executive Summary As customers migrate from RingEX to RingCX (or adopt a hybrid setup), reconstructing complex Interactive Voice Response (IVR) menus manually in RingCX is a major pain point. It is time-consuming, prone to human error, and delays the onboarding process.

   This feature will allow administrators to export an existing RingEX IVR configuration and import it directly into RingCX, automatically mapping menus, prompts, audio files, and key presses (extensions) to the corresponding RingCX queues, scripts, or flows.

   1. Problem Statement
      "Rebuilding a 5-level IVR menu with dozens of audio prompts in RingCX takes hours of manual labor and requires dual-monitoring both… more

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8. Show Who Has Clicked "Start Dialer" on the Real-Time Dashboard

   Issue :
   The problem is that the real-time supervisor dashboard does not show whether a user or agent has clicked on the "Start Dialer" button or not.

   What is the Proposed Solution?
   We want to add a new column to the Real-Time Agent Monitoring Dashboard called "Dialer Status." This column will track whether an agent has initiated their dialing session or not based on backend indicators:
   Dialer Clicked: The system tracks that the agent has actively clicked the button to initiate the dialer workflow, indicating they are actively participating in the campaign.
   Dialer Not Clicked: The agent is logged in but has not clicked the button to start the workflow, meaning they are completely idle and not pulling any leads.

   Why do we need this?
   No More Desk Checks: Supervisors can instantly see who is actively running the dialer directly from their own dashboard, eliminating the need to physically spy on agents' screens.
   Saves Time: Managers won't have to wait around or run deep historical reporting just to verify if an agent is actually working.
   Easy Troubleshooting: If every agent shows that the dialer is clicked but no calls are going through, we immediately know the system has run out of numbers to call.

   Issue :
   The problem is that the real-time supervisor dashboard does not show whether a user or agent has clicked on the "Start Dialer" button or not.

   What is the Proposed Solution?
   We want to add a new column to the Real-Time Agent Monitoring Dashboard called "Dialer Status." This column will track whether an agent has initiated their dialing session or not based on backend indicators:
   Dialer Clicked: The system tracks that the agent has actively clicked the button to initiate the dialer workflow, indicating they are actively participating in the campaign.
   Dialer Not Clicked: The agent is logged in… more

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9. Allow other super admins to receive service status notifications for RingCX updates

   The customer would like additional super admins to receive RingCX service status notifications related to their account, including updates, release notes, new features, maintenance notifications, outages, and other RingCX-related alerts.
   According to the customer, only the primary (main or first-born) super admin extension currently receives these notifications. They would like other super admins to also receive RingCX notifications and alerts, even if they are not the primary super admin.

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10. RingCX SPOG: contact search during transfer caps at 10 results — raise the cap and add scroll

    Description
    In the RingCX SPOG App, when users initiate a call transfer and search for a contact, the system currently returns only 10 results.

    This limitation makes it difficult for agents to locate the correct contact, particularly in environments with large directories or when contacts have similar names.

    Steps to Reproduce
    1. Initiate or receive a call
    2. Attempt to transfer the call
    3. Use the contact search function
    4. Observe that only 10 contacts are returned, even when more matches exist

    Actual Result
    Search results are limited to 10 contacts.

    Expected Result
    Search should return more results (e.g., 50–100) or support pagination / infinite scrolling to allow access to all relevant contacts.

    Proposed Solution
    - Increase the result limit to a higher threshold (configurable if possible)
    - Implement pagination or infinite scroll
    - Improve search relevance (e.g., fuzzy search, ranking)
    - (Optional) Add filters such as department or team

    Business Impact
    - Increases Average Handle Time (AHT)
    - Reduces agent efficiency
    - Increases likelihood of incorrect call transfers
    - Negatively impacts user experience

    =====

    Today, when a RingCX SPOG agent initiates a call transfer and types into the contact search field, the dropdown returns at most 10 matches with no way to see more. In tenants with large corporate directories or common names (e.g. multiple "John" or "Smith"), agents often can't find the intended transfer target and either guess, hang up, or escalate. The desired behavior is a larger result set (target ~50–100), with pagination or infinite scroll so the agent can keep looking, and ideally fuzzy/relevance ranking so the right contact surfaces near the top. Impact: lower AHT on transfers, fewer misrouted calls, less agent friction in directories of any meaningful size.

    Description
    In the RingCX SPOG App, when users initiate a call transfer and search for a contact, the system currently returns only 10 results.

    This limitation makes it difficult for agents to locate the correct contact, particularly in environments with large directories or when contacts have similar names.

    Steps to Reproduce
    1. Initiate or receive a call
    2. Attempt to transfer the call
    3. Use the contact search function
    4. Observe that only 10 contacts are returned, even when more matches exist

    Actual Result
    Search results are limited to 10 contacts.

    Expected Result
    Search should return more results (e.g., 50–100)… more

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11. Expose API data when a call is connected

    We recently ran into an issue where a configured Start Recording node in an Agent Script was triggering before the ADD SESSION event. This caused the recording event to fail, and the call would not be recorded. We solved this by adding a half second forced wait in the agent script. It would be beneficial to expose this information in Audit Logs or similar when the call connects, so that if this were to happen again it would be easily diagnosable.

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12. Improved Callback Reporting and Functionality for Early Caller Disconnects

    In the current RingCX callback flow, if a caller disconnects before the system successfully queues the callback, the interaction is categorized as “Inbound ACD Callback Incomplete” in Analytics reporting. This occurs even in cases where the caller has already expressed intent to receive a callback.

    Problem:
    This classification does not accurately reflect customer intent or agent workload. From a business perspective, these interactions often represent valid callback requests that were interrupted due to timing or user behavior, rather than true failures. As a result:
    1) Callback demand may be underreported
    2) Metrics may not align with actual customer experience
    3) Reporting lacks visibility intended/successful callbacks

    Requested Enhancement:
    Introduce improved reporting granularity for callback flows where the caller disconnects before queue confirmation. Specifically:
    1) Add a new disposition or category (e.g., “Callback Requested – Caller Disconnected Before Queue”)
    2) Alternatively, provide a configurable reporting option to classify these interactions separately from true incomplete callbacks
    3) Ensure these events are trackable in Analytics dashboards and exports

    In the current RingCX callback flow, if a caller disconnects before the system successfully queues the callback, the interaction is categorized as “Inbound ACD Callback Incomplete” in Analytics reporting. This occurs even in cases where the caller has already expressed intent to receive a callback.

    Problem:
    This classification does not accurately reflect customer intent or agent workload. From a business perspective, these interactions often represent valid callback requests that were interrupted due to timing or user behavior, rather than true failures. As a result:
    1) Callback demand may be underreported
    2) Metrics may not align with actual customer experience
    3)… more

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13. AI Notes & Transcript data retention policy

    We would like to have a separate data retention policy for AI Notes & Transcripts

    3 votes

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14. FEATURE REQUEST: Send vcard via SMS

    Ability to send a vcard/contact card via SMS to customers prior to call allowing them to save a number and improve answer rates.

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15. Automated or bulk download capability for RingCX transcripts.

    Automated or bulk download capability for RingCX transcripts.
    The customer is requesting a bulk export feature for RingCX call transcripts.

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16. RingCX - MS Dynamics plugin - Agent script open a contact details popup window when agent receive call

    Currently in RCX MS Dynamics plugin, when you use an agent script to open a popup window displaying contact details, the script is launched when agent answer the call and NOT when agent receive the call. Thus agent doesn't know who call until he answered the call.
    And thus we will have same behavior in RCX MS Dynamics and RCX embedded in REX desktop app.
    So agent script must be launched when agent receive and thus agent will be able to see contact details in the popup window before answering the call.

    3 votes

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17. RingCX Voice Connection (RingCentral Phone) Call Control Enhancement

    Summary:
    Request to enhance call control functionality when using "RingCentral Phone" as the selected voice connection within RingCX.

    Description:
    Currently, when "RingCentral Phone" is selected as the voice connection in RingCX, the call control remains within the RingCX platform (ringcx.ringcentral.com). As a result, users are unable to perform call control actions—such as call transfer—directly from the RingCentral App.

    Expected Behavior:
    When "RingCentral Phone" is selected as the voice connection, call control should be enabled within the RingCentral App, allowing users to:

    Perform call transfers
    Access standard call control features (hold, mute, transfer, etc.)
    Seamlessly interact with RingEX features, including voicemail routing

    Business Impact:
    This limitation affects agent workflow and efficiency, especially for organizations transitioning from Integrated Softphone to RingCentral Phone. It prevents agents from utilizing familiar and centralized call handling features within the RingCentral App.

    Use Case:
    Customers migrating to RingCentral Phone expect full call handling capabilities within the app, including the ability to transfer calls to RingEX users (e.g., voicemail boxes). The current behavior results in failed transfers and operational friction.

    Requested Enhancement:
    Enable full call control within the RingCentral App when "RingCentral Phone" is used as the voice connection in RingCX, or provide native support for transferring calls to RingEX voicemail within the current setup.

    Summary:
    Request to enhance call control functionality when using "RingCentral Phone" as the selected voice connection within RingCX.

    Description:
    Currently, when "RingCentral Phone" is selected as the voice connection in RingCX, the call control remains within the RingCX platform (ringcx.ringcentral.com). As a result, users are unable to perform call control actions—such as call transfer—directly from the RingCentral App.

    Expected Behavior:
    When "RingCentral Phone" is selected as the voice connection, call control should be enabled within the RingCentral App, allowing users to:

    Perform call transfers
    Access standard call control features (hold, mute, transfer, etc.)
    Seamlessly interact with RingEX features, including voicemail… more

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18. RCX | Whisper greeting

    Add an ability or a configuration to have like a whisper greeting for the agent in RingCX on which queue the call came from or the queue their callers chose.

    3 votes

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19. RCX | Allow 1 number to be used for both Voice queue and SMS channel

    Looking for the ability to just use the Same phone number for the voice queue and for the SMS channel. This is to avoid adding multiple numbers to an agent in EX.

    3 votes

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20. 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.

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    Needs More Information  ·  0 comments  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
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