1613 results found

1. Change Network Error notification to reflect more detail

   At times there may be a "Network Error" that shows while an agent is working within their Agent tab in the RC for Desktop app.

   If there is a network disconnection, instead of just seeing a general "Network Error" message it would be ideal to see what is causing the network connection.

   For example; "Temporary loss of connection to local network, reconnecting."- For a blip in connectivity lasting less than a second.
   "Significant loss of connection to local network, attempting to reconnect."- For complete connection loss, resulting longer than 2 seconds.

   Additionally, it would be helpful if the specific reason for the error could be logged, such as inactivity or a specific domain the app is trying to communicate across where it is blocked/not whitelisted on the customer side.

   Because this is not in place, it creates the need to submit feedback logs through the RC for desktop app and call support to retrieve. This can cause delays in understanding what exactly caused the network disconnection as it can often be found in some form within the RC for Desktop app logs.

   At times there may be a "Network Error" that shows while an agent is working within their Agent tab in the RC for Desktop app.

   If there is a network disconnection, instead of just seeing a general "Network Error" message it would be ideal to see what is causing the network connection.

   For example; "Temporary loss of connection to local network, reconnecting."- For a blip in connectivity lasting less than a second.
   "Significant loss of connection to local network, attempting to reconnect."- For complete connection loss, resulting longer than 2 seconds.

   Additionally, it would be helpful if the specific reason… more

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2. Allow moving into aftercall while on an active call
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3. Support Combining Agent State and Call Metrics in a Single Custom Analytics Report

   Enable Agent State and Call/Interaction Metrics to Be Combined in a Single RingCX Custom Analytics Report

   Product Area

   RingCX Analytics / Custom Analytics

   Request Type

   Feature Enhancement

   Customer Request

   Customers would like the ability to create a single custom analytics report containing both Agent State metrics and Call/Interaction metrics.

   Currently, when creating a custom analytics report, the available metrics/KPIs are dependent on the underlying data source. Agent State data and Call/Interaction data are derived from different datasets, preventing users from combining metrics from both sources within the same custom report.

   Current Limitation

   When creating a custom analytics report:

   Selecting Agent State-related metrics makes Call/Interaction KPIs unavailable.
   Selecting Call/Interaction KPIs makes Agent State metrics unavailable.
   As a result, customers must create separate reports and manually correlate the information.

   This prevents customers from having a consolidated view of agent activity and performance.

   Customer Use Case

   The customer wants to create one report that provides a complete view of agent productivity by combining call performance metrics with the amount of time agents spend in different states.

   Requested metrics include:

   Call/Interaction Metrics:

   Agent First Name
   Abandoned within SLA Calls (API)
   Answered Calls (API)
   Handle Time
   Avg Inbound Handle Time
   Total Phone Available
   Long Call
   Hold Time
   Available State Time
   Engaged State Time

   Agent State Metrics:

   State
   Bio Break
   Call Back / CSM
   LUNCH
   Manager / Development
   ON-BREAK
   Supervisor
   Tickets / Chats
   WORKING
   Agent Voice State Time

   The desired report would allow these metrics to be viewed together by agent and/or selected reporting period.

   Business Impact

   The current limitation requires customers to generate and reconcile multiple reports to obtain a complete picture of agent performance.

   This creates several challenges:

   Additional manual reporting effort.
   Increased complexity when comparing call performance against agent availability and state behavior.
   Difficulty identifying relationships between productivity and time spent in specific agent states.
   Increased possibility of discrepancies when manually combining data from separate reports.
   Reduced usefulness of Custom Analytics for workforce and operational reporting.

   A unified report would allow customers to more easily analyze:

   Agent productivity versus available time.
   Handle time versus agent state utilization.
   Time spent in non-productive states versus call performance.
   Agent availability versus answered/contacted calls.
   Overall agent utilization and performance.

   Enable Agent State and Call/Interaction Metrics to Be Combined in a Single RingCX Custom Analytics Report

   Product Area

   RingCX Analytics / Custom Analytics

   Request Type

   Feature Enhancement

   Customer Request

   Customers would like the ability to create a single custom analytics report containing both Agent State metrics and Call/Interaction metrics.

   Currently, when creating a custom analytics report, the available metrics/KPIs are dependent on the underlying data source. Agent State data and Call/Interaction data are derived from different datasets, preventing users from combining metrics from both sources within the same custom report.

   Current Limitation

   When creating a custom analytics report:

   Selecting Agent… more

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4. Feature Enhancement Request: Bulk Download and Bulk Upload for Audio Files in RingCX

   Feature Request Details
   Customer: Brie / RingCentral Contact Center Customer

   Feature Area: Audio Library / Call Recordings & Media Management

   Requested Features:

   Bulk Download: Ability to download multiple call audio recordings in bulk from the Audio Library or reporting views, rather than having to download files individually.

   Bulk Upload: Ability to upload multiple audio files simultaneously, as the current system restriction only permits uploading files one at a time.

   Business Value & Use Case
   Efficiency: Customers managing large volumes of audio files or announcements spend an excessive amount of time performing repetitive, manual single-file downloads and uploads.

   Workflow Optimization: A bulk management option streamlines compliance archiving, auditing processes, and large-scale IVR prompt updates.

   Feature Request Details
   Customer: Brie / RingCentral Contact Center Customer

   Feature Area: Audio Library / Call Recordings & Media Management

   Requested Features:

   Bulk Download: Ability to download multiple call audio recordings in bulk from the Audio Library or reporting views, rather than having to download files individually.

   Bulk Upload: Ability to upload multiple audio files simultaneously, as the current system restriction only permits uploading files one at a time.

   Business Value & Use Case
   Efficiency: Customers managing large volumes of audio files or announcements spend an excessive amount of time performing repetitive, manual single-file downloads and uploads.

   Workflow Optimization: A… more

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5. Feature Enhancement Request: Generate Post-Call State for Bad Number Calls

   Feature Request

   Enhance RingCX to generate and update the appropriate post-call state when an outbound call is classified as a Bad Number, instead of ending the call without a standard post-call state.

   Current Behavior

   Engineering confirmed that the current behavior is expected. When a destination number is identified as a Bad Number—such as an invalid, unreachable, disconnected, or otherwise non-callable number—the call does not proceed through the normal call flow.

   Because the call is terminated or classified at an earlier stage, the normal post-call processing is not triggered, and no post-call state is generated or updated.

   Customer Impact

   The absence of a post-call state for Bad Number calls may limit the customer's ability to:

   • Track the final outcome of these calls consistently.
   • Apply the same post-call processing used for other outbound call outcomes.
   • Maintain complete and consistent call disposition/reporting data.
   • Accurately distinguish Bad Number outcomes from calls where post-call processing was not completed.

   Requested Enhancement

   • Provide a post-call state or equivalent call outcome for calls classified as Bad Number.

   Ideally, RingCX should:

   • Identify the call as a Bad Number.
   • Terminate the call according to the existing Bad Number handling.
   • Generate an appropriate post-call state or disposition indicating the Bad Number outcome.
   • Make this outcome available for applicable reporting, analytics, and downstream processing.

   Expected Behavior

   • When an outbound call is classified as a Bad Number, RingCX should provide a clearly identifiable post-call outcome, such as Bad Number, Invalid Number, or another appropriate system-defined disposition.

   This would allow customers to consistently track and report all outbound call outcomes, including calls that fail before entering the normal call flow.

   Business Value

   • Providing a post-call state for Bad Number calls would improve call outcome tracking, reporting accuracy, and automation capabilities, while giving customers a more complete view of outbound dialing activity.

   Request: Please evaluate the feasibility of generating a post-call state/disposition for Bad Number calls and consider this behavior as a RingCX product enhancement.

   Feature Request

   Enhance RingCX to generate and update the appropriate post-call state when an outbound call is classified as a Bad Number, instead of ending the call without a standard post-call state.

   Current Behavior

   Engineering confirmed that the current behavior is expected. When a destination number is identified as a Bad Number—such as an invalid, unreachable, disconnected, or otherwise non-callable number—the call does not proceed through the normal call flow.

   Because the call is terminated or classified at an earlier stage, the normal post-call processing is not triggered, and no post-call state is generated or updated.

   Customer Impact

   The absence… more

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6. terminate calls in CX queue at end of business hours

   Our call center agents leave at 5pm. On high volume days, we may have 10 calls waiting in queue at 5pm when our agents logout for the day. We find that many of these calls will continue to remain in queue without accepting the callback option because they are unaware no one is going to be available until 8am the next morning. If we configure a queue event to disconnect calls when there are No Agents Signed In, we run the risk of disconnecting calls during the middle of the day when agents are leaving and returning from lunch. There is the chance we may have brief moments when all agents are logged out during business hours. So, the priority queue event, No Agents Signed In, is not preferred for our environment. I have configured the priority queue events for Queue closed, with a single play audio message that explains the office hours have ended and to call back during normal office hours with the event type set to “Call Termination.” However, this does not occur for active calls at 5pm. Needing an option to terminate calls with an announcement at the end of the day.

   I have an open support ticket for this question, but support has yet to provide a clear answer and is researching. This seems like a simple request. We previously used Cisco CCX and this action was in place by default.

   Our call center agents leave at 5pm. On high volume days, we may have 10 calls waiting in queue at 5pm when our agents logout for the day. We find that many of these calls will continue to remain in queue without accepting the callback option because they are unaware no one is going to be available until 8am the next morning. If we configure a queue event to disconnect calls when there are No Agents Signed In, we run the risk of disconnecting calls during the middle of the day when agents are leaving and returning from lunch. There… more

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7. SMS Conversation Assigned to Different Agent During Active Voice Call with Same Customer

   We would like to know if there is a way to keep SMS interactions with the same agent who is currently handling an active voice call with the customer.

   Workflow:
   - An agent is on an active voice call with an install partner
   - During the call, the agent asks the customer to send photos via SMS
   - When the customer sends the SMS, the new SMS conversation is automatically assigned to a different available agent instead of the agent currently handling the voice call

   Our goal is to have the SMS conversation remain with the same agent handling the active call, allowing them to continue the interaction without transferring context or involving another agent

   We would like to know if there is a way to keep SMS interactions with the same agent who is currently handling an active voice call with the customer.

   Workflow:
   - An agent is on an active voice call with an install partner
   - During the call, the agent asks the customer to send photos via SMS
   - When the customer sends the SMS, the new SMS conversation is automatically assigned to a different available agent instead of the agent currently handling the voice call

   Our goal is to have the SMS conversation remain with the same agent handling the… more

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8. Automatically Change Agent State to Available After Wrap Time

   Problem Description:
   RingCX currently does not automatically change an agent's state from the configured post-call state (such as ACW) to Available after the configured Wrap Time has elapsed.

   Current Behavior:
   Wrap Time only determines how long before another call can be presented to the agent after the previous call has ended. It does not automatically transition the agent's state to Available.

   For example, if Wrap Time is set to 30 seconds and the post-call state is ACW, the agent remains in ACW after the 30 seconds have elapsed unless they manually change their state to Available.

   Expected Behavior / Feature Request:
   Provide an option to automatically transition an agent's state to Available once the configured Wrap Time has elapsed.

   For example:

   Wrap Time: 30 seconds
   Post-call state: ACW
   After 30 seconds: Agent automatically changes from ACW to Available
   Agent becomes eligible to receive the next incoming interaction

   Business Impact:
   This would reduce the need for agents to manually change their state after completing post-call work and help ensure agents become available for the next interaction as soon as the configured wrap period has ended.

   Requested Enhancement:
   Add a configurable option that allows administrators to automatically set the agent's state to Available when the Wrap Time expires, similar to functionality available in other contact center platforms such as NICE and Five9.

   Problem Description:
   RingCX currently does not automatically change an agent's state from the configured post-call state (such as ACW) to Available after the configured Wrap Time has elapsed.

   Current Behavior:
   Wrap Time only determines how long before another call can be presented to the agent after the previous call has ended. It does not automatically transition the agent's state to Available.

   For example, if Wrap Time is set to 30 seconds and the post-call state is ACW, the agent remains in ACW after the 30 seconds have elapsed unless they manually change their state to Available.

   Expected Behavior / Feature… more

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9. Delete agent's old name from the agent full name filter

   When an agent's name is edited, the old name stays on the CX analytics agent full name filter. All interactions associated to the agent will be associated to the new name which makes the old name useless.

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10. inbound CNAM

    For incoming calls into CX, can it automatically pull the CNAM and put it as the Caller Name when the call pops?

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11. Block Anonymous Calls in RingCX

    Request the ability to automatically block or reject incoming anonymous calls in RingCX before they are presented to agents or queues.

    Business Need:
    Organizations often receive calls from anonymous or blocked caller IDs that are unsolicited, fraudulent, or disruptive to business operations. Currently, there is no native option in RingCX to automatically reject these calls, requiring agents to manually answer and handle them. This impacts agent productivity, increases unnecessary call volume, and can negatively affect customer experience

    Benefits:
    Reduces unwanted and spam calls reaching agents.
    Improves agent efficiency by minimizing interruptions from anonymous callers.
    Enhances security by reducing exposure to nuisance or fraudulent calls.
    Provides administrators with greater control over inbound call handling.
    Improves the overall customer experience by allowing agents to focus on legitimate customer interactions.

    Request the ability to automatically block or reject incoming anonymous calls in RingCX before they are presented to agents or queues.

    Business Need:
    Organizations often receive calls from anonymous or blocked caller IDs that are unsolicited, fraudulent, or disruptive to business operations. Currently, there is no native option in RingCX to automatically reject these calls, requiring agents to manually answer and handle them. This impacts agent productivity, increases unnecessary call volume, and can negatively affect customer experience

    Benefits:
    Reduces unwanted and spam calls reaching agents.
    Improves agent efficiency by minimizing interruptions from anonymous callers.
    Enhances security by reducing exposure to… more

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12. Agent Ability to Delete Emails/Conversations

    Currently, agents do not have the ability to delete emails or conversations emails from RingCX. In our environment, the email address associated with the platform is frequently copied on exchanges that are not relevant to agent activity or customer interactions. Historically, these messages could be removed by users to maintain a clean and relevant inbox.

    The absence of a deletion capability can lead to unnecessary clutter, making it more difficult for agents to focus on actionable customer communications and increasing the time spent managing non-relevant interactions.

    We would therefore like to request the addition of an agent-level email/conversation deletion feature, allowing authorized agents to remove emails or conversation threads that are not related to customer service activities. This functionality would help improve agent efficiency.

    Currently, agents do not have the ability to delete emails or conversations emails from RingCX. In our environment, the email address associated with the platform is frequently copied on exchanges that are not relevant to agent activity or customer interactions. Historically, these messages could be removed by users to maintain a clean and relevant inbox.

    The absence of a deletion capability can lead to unnecessary clutter, making it more difficult for agents to focus on actionable customer communications and increasing the time spent managing non-relevant interactions.

    We would therefore like to request the addition of an agent-level email/conversation deletion feature,… more

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13. Agent Phonebook to show in alphabetical order

    At the moment, the phonebook is showing in ID order. We would like the ability to configure the agent phonebook to show in alphabetical order.

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14. Feature Enhancement Request: Customer-Controlled Azure Text-to-Speech (TTS) Voice Selection via SSML in RingCX Workflows

    Feature Enhancement Request: Customer-Controlled Azure Text-to-Speech (TTS) Voice Selection via SSML in RingCX Workflows

    Title:
    Enable SSML Support and Customer-Controlled Azure Text-to-Speech Voice Selection for IVR Workflows

    Product:
    RingCX Workflow / IVR Text-to-Speech (Azure TTS)

    Business Justification:
    Following the migration from Poly TTS to Azure Text-to-Speech, customers have lost the ability to control which voice is used for IVR prompts. The platform currently assigns a default Azure voice with no option for customers to select a preferred voice or configure speech characteristics.

    This has resulted in:

    • Unexpected voice changes without prior customer notification.
    • Customer dissatisfaction due to inconsistent IVR branding and user experience.
    • Reduced flexibility for multilingual deployments and accessibility requirements.
    • Lack of documentation explaining the change, supported voices, and current platform limitations.

    Several enterprise customers have requested the ability to choose Azure voices directly, particularly through Speech Synthesis Markup Language (SSML), allowing customization of voice, language, speaking style, pronunciation, and other speech attributes.

    Current Limitation
    • Workflow Text-to-Speech uses a fixed Azure voice.
    • Customers cannot specify:

    Azure voice name
    Language or locale
    Neural voice
    Speaking style
    Prosody (rate, pitch, volume)
    • No SSML input is supported.
    • No fallback or notification mechanism exists when the Azure TTS backend experiences failures.
    • Documentation does not clearly describe supported voices or service limitations.

    Requested Enhancement

    • Implement SSML support within the Workflow Text-to-Speech function to allow customers to fully leverage Azure Speech capabilities while maintaining compatibility with the existing Azure backend.

    The enhancement should allow customers to:

    1. Enter SSML directly within the TTS node.
    2. Select supported Azure voices.
    3. Configure: • Voice • Language • Speaking style • Rate • Pitch • Volume • Pronunciation
    4. Support multilingual voice selection where available.
    5. Validate SSML before execution.
    6. Maintain backward compatibility for customers who continue using plain text.

    Additional Requested Improvements

    1. Supported Voice Documentation

    Provide documentation that includes:
    • List of supported Azure voices
    • Supported locales
    • Neural voice availability
    • SSML examples
    • Feature limitations
    • Usage guidelines
    2. Advanced Voice Clarification

    Clarify whether premium Azure/OpenAI voices (for example, Nova Multilingual Neural HD) will be supported and whether their usage incurs additional licensing or operational costs.

    1. Backend Monitoring and Failure Handling

    Improve resiliency of the TTS service by providing:

    • Detection of Azure TTS service failures.
    • Workflow error handling when synthesis fails.
    • Optional fallback logic.
    • Monitoring and alerting for backend outages.
    • Customer-facing notifications for service-impacting events.

    1. Customer Change Communication

    Establish a standardized process for notifying customers whenever backend speech engines or default voices change to avoid unexpected IVR behavior and preserve customer experience.

    Expected Benefits
    • Restores customer control over IVR voice experience.
    • Enables richer, more natural speech using Azure SSML.
    • Improves multilingual support.
    • Reduces customer complaints following backend changes.
    • Improves documentation and product transparency.
    • Enhances reliability through better monitoring and failure handling.
    Aligns RingCX with Azure Speech capabilities and customer expectations.
    Priority

    High

    This enhancement addresses a customer-facing functionality gap introduced during the migration from Poly TTS to Azure TTS and impacts IVR branding, accessibility, multilingual deployments, and overall customer experience.

    Customer Impact
    • Customers currently cannot customize Azure voices.
    • Existing IVRs may sound different after backend changes without customer awareness.
    • Organizations relying on branded voice experiences cannot maintain consistency.
    • Lack of failure visibility can result in silent IVR issues during Azure TTS outages.

    Proposed Next Steps
    • Design and implement SSML support within the Workflow TTS node.
    • Confirm the list of Azure/OpenAI voices that will be supported.
    • Determine any licensing or pricing implications for premium voices.
    • Publish comprehensive product documentation.
    • Implement monitoring, fallback handling, and customer notification mechanisms.
    • Communicate the implementation timeline to affected customers.

    This enhancement was discussed jointly with Engineering and Support, with agreement to pursue SSML support as the long-term solution for restoring customer control over Azure Text-to-Speech voice selection.

    Feature Enhancement Request: Customer-Controlled Azure Text-to-Speech (TTS) Voice Selection via SSML in RingCX Workflows

    Title:
    Enable SSML Support and Customer-Controlled Azure Text-to-Speech Voice Selection for IVR Workflows

    Product:
    RingCX Workflow / IVR Text-to-Speech (Azure TTS)

    Business Justification:
    Following the migration from Poly TTS to Azure Text-to-Speech, customers have lost the ability to control which voice is used for IVR prompts. The platform currently assigns a default Azure voice with no option for customers to select a preferred voice or configure speech characteristics.

    This has resulted in:

    • Unexpected voice changes without prior customer notification.
    • Customer dissatisfaction due to inconsistent… more

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15. Realtime reporting to report on Categories

    Placeholder to provide more details...

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16. Add API and Reporting Indicator for Carrier-Masked / Altered Caller IDs

    Introduce a metadata field, flag, or indicator within the API response payload (e.g., Call Log API, RingCX API) and exported Analytics reports that identifies if a Caller ID/ANI is:

    The original caller phone number provided by the originating carrier, OR

    A suspected masked/replaced number applied during the telecom routing process (based on known SIP header metadata or gateway routing patterns).

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17. Log all calls even if Agent is offline in RingCentral Voice for Salesforce

    Log all calls even if the agent is offline in RingCentral Voice for Salesforce.

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18. Lower Ringtime on campaigns to 15 seconds

    Lower Ringtime on campaigns to 15 seconds, right now the minium we can go to is 20 seconds

    Our testing has demonstrated that approximately 20 seconds represents an inflection point where voicemail pickups begin to increase significantly. By allowing a configurable ring timeout of 15 seconds, we can:
    Reduce the number of calls answered by voicemail.
    Improve Answering Machine Detection (AMD) performance.
    Reduce unnecessary machine-to-agent transfers.
    Improve agent productivity and customer experience.
    Reduce overall dialing latency while remaining compliant with applicable regulations.

    2 votes

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19. Support Salesforce Record Lookup by ExternalID for RingCX Campaigns

    Feature Summary:
    Add the ability to configure the Salesforce record lookup method used by the RingCX integration. In addition to the current phone number-based matching, provide an option to use a Salesforce ExternalID field as the primary lookup key.

    Business Need:
    Some organizations maintain multiple Salesforce Leads or Contacts with the same phone number due to their business processes. With the current phone number-based lookup, RingCX prompts agents to select the correct record whenever duplicate phone numbers are found, which slows down the dialing process and increases the risk of selecting the wrong record.

    Many customers already use a unique ExternalID field to identify records within their campaigns. Allowing RingCX to use this field for record matching would eliminate ambiguity and improve the agent experience.

    Current Behavior:

    RingCX searches Salesforce records using the phone number.
    When multiple records share the same phone number, agents are prompted to choose the correct Salesforce record.
    The lookup field cannot be changed.

    Requested Enhancement:

    Allow administrators to configure the Salesforce lookup field for RingCX campaigns.
    Support Salesforce ExternalID (or another administrator-selected unique field) as the primary lookup key.
    Maintain phone number lookup as the default behavior for backward compatibility.
    If the configured lookup field does not return a match, optionally allow a fallback to phone number matching.

    Expected Benefits:

    Eliminates unnecessary record selection prompts for agents.
    Improves agent productivity and call efficiency.
    Reduces the risk of associating interactions with the wrong Salesforce record.
    Supports organizations with duplicate phone numbers while leveraging unique identifiers already present in Salesforce.
    Provides greater flexibility for customers with custom Salesforce data models.

    Customer Impact:
    The customer relies on Salesforce ExternalID values to uniquely identify records within RingCX campaigns. Because multiple records can legitimately share the same phone number, the current lookup behavior interrupts the agent workflow and requires manual record selection. Supporting ExternalID-based lookups would streamline their process and improve overall efficiency.

    Feature Summary:
    Add the ability to configure the Salesforce record lookup method used by the RingCX integration. In addition to the current phone number-based matching, provide an option to use a Salesforce ExternalID field as the primary lookup key.

    Business Need:
    Some organizations maintain multiple Salesforce Leads or Contacts with the same phone number due to their business processes. With the current phone number-based lookup, RingCX prompts agents to select the correct record whenever duplicate phone numbers are found, which slows down the dialing process and increases the risk of selecting the wrong record.

    Many customers already use a unique… more

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20. Add a column of Call_Results__c in Ring Central for Salesforce

    I would like to add a column of CallResults_c in Ring Central for Salesforce, I need add that field in that box up to the notes or the best place available.

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