1180 results found
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Native CRM Integration for Lead Interaction History
Currently, preserving a permanent record of all lead interactions requires a complex API integration to push logs to the client’s CRM, creating administrative overhead and potential for data gaps.
This feature request proposes a native CRM integration within RingCentral to automatically sync all lead interaction history, enabling:
Seamless tracking of communications across platforms.
Reduced dependency on custom API development.
Improved data accuracy and accessibility for reporting and compliance.The goal is to simplify CRM management, enhance data integrity, and improve workflow efficiency for agents and admins.
1 vote -
Integrated Messaging Within the Dialer
Currently, agents must leave the dialer to send SMS messages, navigate to a separate section, and manually copy-paste phone numbers, disrupting workflow and reducing efficiency.
This feature request proposes integrating SMS and other digital communications directly within the dialer interface, allowing agents to:
Send messages without leaving the dialer.
Maintain context on the lead or customer they are engaging with.
Reduce time spent switching between screens, improving productivity and user experience.The goal is to streamline agent workflows, minimize errors, and enhance communication efficiency within the RingCentral platform.
1 vote -
Enhanced Dialer & Voicemail Control for Agents
Currently, RingCentral’s dialer and voicemail functionalities limit agent flexibility and efficiency. Personalized voicemail drops require an admin to create a separate campaign-level disposition for each agent’s custom recording, making it unscalable for teams. Additionally, in Progressive Dialer mode, agents cannot stop or cancel a call once the system begins dialing, which disrupts workflows and reduces operational control.
This feature request proposes enhancements to provide agents with:
Scalable, agent-specific voicemail options without needing manual admin configuration.
The ability to cancel or stop calls in progress within the Progressive Dialer to improve responsiveness and control.These improvements aim to streamline agent workflows,…
1 vote -
Enhanced Lead & Campaign Management for Improved Agent Efficiency
Currently, RingCentral’s campaign and lead management capabilities limit agents and admins in several key ways: leads expire unpredictably, there are only five campaign priority levels, and re-uploading lead lists creates duplicate records while losing historical interaction data. Agents cannot filter leads within an active campaign to target calls effectively, and campaign assignment is entirely manual, preventing the system from automatically distributing leads to available agents.
This feature request proposes a comprehensive upgrade to the lead and campaign management experience, including:
Expanded and configurable campaign priority levels.
Ability to merge duplicate leads while preserving historical interaction data.
In-campaign lead filtering for…
1 vote -
RingCX ability to send sms to ANI when an inbound call is abandon
RingCX to support a feature where it can track the status of an inbound call. This will allow the system to automatically send an SMS to the caller's number if their call is abandoned (i.e., they hang up before connecting to an agent).
This type of functionality is currently available in RingCentral Contact Center (RCCC) and is configured using its Studio tool.
1 vote -
add text message notigications for managers when agents states are incorrect
Would be great to have a feature that allows managers/supervisors to receive text message notifications when agent states are abused. Example, an agent in an RNA state for more than 1 min. Manager would receive a text message alerting them of the agent's state.
1 vote -
RingCX Analytics Report shortcut in RC App Desktop
using the analytical report via the web browser and wanted to see if it can be added/done via Ringcentral app.
This will limits of checking the Analytic -Dashboard for RingCX to another browsers.
1 vote -
RingCX platform: Request to add Overflow routing feature
RingCX platform: Request to add Overflow routing feature
The customer requested the ability to add Overflow routing within the RingCX Queue Events Configuration. Specifically, they want calls to be directed to a Supervisor overflow queue when no agents are available.1 vote -
Requesting the ability to set two different ringtones on the Yealink T43U — one for internal calls and another for external calls.
Requesting the ability to set two different ringtones on the Yealink T43U — one for internal calls and another for external calls.
1 vote -
Planned web callback improvements (agent availability check, better/invisible blended mode)
Customers have several issues with the way RCX can provide web callback.
Customer is using voice broadcast with a redirection to a workflow but agent availability cannot be checked before making the outbound call resulting in a poor customer experience if no agent is available.
On the current setup, the agent availability is not evaluated before the customer gets called by the system. So the customer gets called, does not necessarily get to an agent and then gets an option to plan another callback or leave a message which makes for a poor experience altogether.
Other Outbound campaign modes are…
1 vote -
RingCX Wait Announcement
Customer would like to have option to permanently disable wait announcement to their Ringcx
1 vote -
Resume Chat Session to Original Technician After Client Inactivity
Request for functionality that allows chat sessions, reinitiated by a client after inactivity, to be reassigned to the original technician instead of being routed back to the queue for random reassignment.
1 vote -
Autosave contact card information
When agents add information unto the contact card, automatically save those details after the call ends instead of relying on agent to hit "save" button
1 vote -
Ability to have a dialer that leaves automatic voicemails to potential clients
We would like to have a dialer that leaves automatic voicemails to our potential clients and also SMS campaigns
1 vote -
RingCX Admin Custom Role Limitations
Description:
Currently, custom roles created by one admin cannot be viewed or modified by another admin. This creates a limitation in user management and poses a risk for future scalability and role maintenance.Requested Enhancement:
Enable all admins to view, edit, and manage custom roles created within the account, regardless of which admin originally created them.1 vote -
RingCentral desktop client vs web client off-hook calls
Add the "Allow Off-Hook Calls" and "permanent connection" functionality from the RingCX web client to the desktop client. This feature currently allows calls to be routed to an agent even when they are in an "Away" status.
The customer identified that this behavior difference between the two clients caused a support issue. Implementing this feature in the desktop client would provide a consistent user experience and prevent similar issues in the future.
1 vote -
RCX analytics access customization
we must be able to customize access to RCX reports , for example: the manager can have access to agent and interactions reports only instead of all of the available reports.
1 vote -
Add function for Container Node to import workflow
option for Container Node that allow as to import workflow so that when creating workflow and like to merge a new created or exciting workflow ,the would like to have to option to merge/connect with other flow. As for now this option is not available as function of the Container Node.
1 vote -
RCX | Press pound (#) Message
The ability to add an automated message to press the pound key (#) when the their callers are routing to a Callback IVR since this is a system message there is no option to add this automatically. The customer needs to manually add it to the greeting.
1 vote -
Automate Chat Queue Availability Based on Business Hours
Problem:
Agents must manually log in/out and select/deselect the chat queue to control availability. This creates inefficiency, increases the risk of error, and disrupts their voice queue workflow.Solution / Feature Request:
Add an automated scheduling option for chat queues, similar to voice business hours, that allows:Routing chat messages only during defined business hours (e.g., Mon–Fri, 7 a.m.–5 p.m.).
Holding messages sent outside these hours (weekends, after-hours) until business hours resume.
Eliminating the need for agents to manually adjust chat queue selection.
Impact:
Ensures customer messages are handled promptly and consistently.
Reduces agent workload and login complexity.
Prevents disruption…
1 vote
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