1613 results found
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Add send voice note option in the SDK
It's helpful for the customers instead of typing their inquiries. Also, the chatbot can handle it so it's an advantage
3 votes -
Bring Back Ability to Enter Special Characters in From Field of Email Templates
After moving from the https://portal.virtualacd.biz/legacyagent/#/login URL to the new https://engage.ringcentral.com URL, our agents can no longer send email templates that have special characters in the from field (the send email button is grayed out until the special characters are removed). This was a useful feature because it allowed us to give email addresses labels, which has been requested from clients in the past when sending out emails for outbound campaigns. Here's the formatting we want to be able to use on the new platform: 'Email Label'exampleemailaddress@exampledomain.com. This way, when the customer receives the email, they will see a…
3 votes -
Voice Broadcasting
We do a lot of outbound calling for our clients using Engage Voice. I would like to suggest a feature called Voice Broadcasting. Voice Broadcasting is a feature that would allow for a recorded voice message to be played while calling outbound whether the call is answered live or by voicemail. The other dialer we use in a separate bushiness unit has the ability and we would like to eventually use one dialer but cannot if this feature is not available. Please let me know if you need further explanation of what I'm suggesting.
3 votes -
Engage Voice - Interactions Details Report - add ability to filter by UII
Please add the ability to filter by UII to report.Currently can only filter by UII Date, UII Time, UID. Exporting report into Excel as a "number, 0 decimal places" adds 0000s to UII, therefore changing the number and negates the ability to search for a specific UII.Thank you
3 votes -
Agent Conduct Report updates please
As Prebuilt reports will be going away, we are looking for existing historical reports to replace what we currently use. We use several fields from the Agent Session Report Raw and would like to see those fields added to the Agent Conduct Report.Specifically, please add fields for these time buckets - Break, Away, Training. We have a custom bucket, IT Tech, which would be very helpful. Login and Logout time stamps would be great as well.thank you
3 votes -
Review Poly Blackwire headsets for approved list
Please review/evaluate the Poly Blackwire headsets (specifically the 3320) for possible approval for recommended headset list. Our teams work completely remote and as with most call centers, have a regular rate of turnover. Oftentimes, equipment is not returned. Therefore, we would like RC to evaluate the Poly Blackwire headset to be added to the recommended list of headsets as it is cost effective alternative to the higher priced bluetooth options.
3 votes -
Character limitation Engage Digital
Engage Digital has a global character limitation of 262,144 characters on an agent message. This is fine if the messages were going out as plain text. Our business requirements require us to send multiple quotes in HTML format within the body of the message. We discovered the HTML formatting syntax counts against the character limitation. We've had an instance where we had 385,947 characters in one message. Is it possible to increase the global limitation to 500,000 or 1 million characters?
3 votes -
Modify From Address for Email Channels
For an email channel set up using IMAP/SMTP on Engage Digital add a way we can modify the email address the emails are sent from, even if doesn't match the one of the IMAP/SMTP settings. Similarly to how email templates function in Engage Voice.
3 votes -
Ability to use different Pre-Recorded voicemail messages within a RingCX campaign
At the moment, it's only possible to have 1 pre-recorded voicemail message within each campaign. If we're dialing the same recipient multiple times, it starts to sound spammy/illegitimate when it's the exact same voicemail message. It would be nice to be able to have multiple voicemail recording to chose from. This could be as simple as adding 3 or 4 recordings that are chosen at random, or as intuitive as pick recording 1 for the 1st time, pick recording 2 for the second time, etc.
3 votes -
Engage Digital Analytics Designer Email Channel - both # of Interactions and SLA on one report
We have tried to use the Analytics Designer within Engage Digital to create a report that displays both the amount of interactions\emails for a specific timeline for an email channel as well as the SLA information for that channel over that time frame. The system is not able to do so and requires us to run two separate reports and manually combine them. RC Support case for this issue in the past is 16850422
3 votes -
Ability to edit Agent screen layout
Administrator ability to edit the agent screen layout; specifically to the different "windows" that the agent would (and would not) have access to.
For example, an administrator would have the ability to completely remove any visibility of "windows" such as History, Callbacks, Scripts and Stats.
An administrator or a supervisor may not want these visible to their agents for a variety of reasons, but most importantly to avoid distraction of these features that are not currently in use (such as Callbacks and/or Scripts) or a desire to not give agents visibility into "windows" such as History and/or Stats.2 votes -
RingCX Analytics Enqueue and Dequeue Report
RingCX Analytics report that shows the Enqueue and Dequeue analytics for digital interactions. There was previously a pre-built report, the Digital Detail Report, that is no longer available, and no other reports with similar metrics that show enqueue and dequeue time stamps of digital/email interactions, by specific queue, on a 24-hour cycle.
2 votes -
RingCX Reporting Enhancement: Queue Wait Duration Before Callback and hh:mm Export Formatting
Current Limitation:
During a reporting review with the customer , the customer requested visibility into how long callers waited in the queue before requesting a callback. The available reporting options did not provide the requested duration. Downloaded reports also lacked an option to display durations and summed totals in hh:mm format.Requested Enhancements:
Queue wait duration before callback request: Add a reportable metric showing the elapsed time from when a caller enters the queue until they request a callback. Make this metric available for individual interactions and aggregate calculations, including averages and totals.
Downloaded report duration formatting: Add an export…
2 votes -
Directory lookup
The customer would like to have an option for the RingCentral IVR or Bridge Operator to use the organization's Microsoft Directory/Entra ID as the source for person lookup instead of relying solely on the native RingCentral directory.
This functionality would allow users to search for employees directly from the Microsoft Directory when using Dial by Name or when receptionists use the Bridge Operator to locate and connect callers to employees.
Business Impact
Currently, organizations that maintain their employee directory primarily in Microsoft may need to maintain duplicate directory information in RingCentral. This can result in additional administrative effort and potential…
2 votes -
Feature Request: Native Round-Robin Call Routing in RingCX
Request:
Add native support for round-robin call routing in RingCX.Current Behavior:
RingCX does not currently provide a native round-robin routing option. The available workaround requires routing through the EX side, while another potential solution would involve custom Cloud Profiles configuration through Professional Services.Requested Enhancement:
Provide a native routing option that allows incoming calls to be distributed sequentially among available agents or destinations using a round-robin logic.Business Impact:
Customers requiring equal or sequential distribution of calls must currently rely on workarounds or Professional Services for custom configuration. Native support would simplify configuration, reduce implementation effort, and provide customers…2 votes -
Add Audit Trail Reporting for Agent Session Queue Selections in RingCX
We are requesting a feature to generate an audit trail report that tracks historical changes made to an agent's session. Specifically, the system should log timestamps for when an agent manually selects, deselects, or modifies their active queues during their shift.
Business Use Case / Impact:
Agents currently have the flexibility to choose which of their assigned queues they want to actively enable. When an agent deselects a queue, administrators have no way to verify when this change occurred. This creates a significant blind spot for IT and Contact Center managers when troubleshooting why an available agent was bypassed for…2 votes -
Disable access in RingCentral app while keeping access in RingCX Agent
Customer would like to restrict a user's access in the RingCentral app while being able to use RingCX Agent.
2 votes -
Option to Disable Email Hover/Preview Popups in Engage Digital / Contact Center
Use Case / Problem:
When agents navigate through incoming interactions (such as email queues), hovering over an item triggers a large preview popup overlay. In high-volume environments, this pop-up often obstructs other interface elements, creates visual clutter, and can slow down agent navigation when moving the cursor across multiple queue items.Proposed Solution:
Add a user setting or administrator toggle option within the interface settings to disable hover previews (or set a delay).Option A: A simple toggle switch in user preferences: "Enable email hover previews [On / Off]".
Option B: Require an explicit click on the interaction card to…
2 votes -
Digital Email Routing After Hours with Automated Holding and Release at Business Opening
Overview
Client requires emails received after hours to remain held until the relevant community’s next business opening. Because agents support multiple communities across different time zones, delivery must follow each community’s operating schedule independently of when agents log in. This process should run automatically without manual changes to agent queue assignments.
Current Limitations:
Early delivery: Previously queued emails may be offered when an agent becomes available, even if the community’s business hours have not started.
Fixed waiting periods: A holding-queue timer measures elapsed time from each email’s arrival rather than releasing it at the next business opening. Emails arriving shortly…
2 votes -
Allow RingCX Call Recording to Begin at the Onset of Talk Time
Product:
RingCentral RingCXFeature Area:
Call RecordingRequest Type:
Product Enhancement / Feature RequestBackground:
RingCX currently requires approximately 5 seconds of talk time before a call recording is initiated. As a result, interactions where the connected talk time is less than 5 seconds do not generate a call recording.
While this behavior is currently expected, it can result in legitimate portions of a customer interaction not being captured. For example, an agent may answer a call and exchange a brief statement with the customer before the interaction ends. If the talk time is less than the recording threshold, no…
2 votes
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