1258 results found

1. Proactive XS/ auto leads upload for RingCX

   RingCX to pull leads from customer CRM.Trigger Studio scripts to automatically pull contact information from CRM.Studio scripts check the contacts back in to the CRM with the interactions and interaction attempts recorded.7 Edge https://rc.my.salesforce.com/0062H00001G9gla BF NYC, LLC https://rc.lightning.force.com/lightning/r/Opportunity/0062H00001GSKl9QAH/viewKIWISAT USA https://rc.my.salesforce.com/0062H00001GQaiR Luxury Cruise Connections https://rc.my.salesforce.com/0062H00001GJxf5 https://rc.lightning.force.com/lightning/r/Opportunity/0062H00001GH51CQAT/viewMountain Treatment Center - https://rc.lightning.force.com/lightning/r/Opportunity/0062H00001G2AARQA3/viewAll accounts that requires dialer only that are applicable under Engage Voice/ RingCX

   23 votes

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   0 comments  ·  Automated outbound dialing, campaign & lead mngmt  ·  Delete…  ·  Admin →
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2. Add the existing (warm) "Transfer" call control functionality to the "Requeue" feature. "

   When using the (warm) "Transfer" feature, agents are given call controls for both calls independently. This allows agent to switch between both calls as needed by placing one leg on hold. It also provides options to disconnect certain legs, their leg only, or the entire call.

   In contrast when using the (Stay on call) "Requeue" feature agents do not have any ability to switch between both calls.

   If an agent needs to reconnect the voice path to the original while utilizing "Requeue", they must hit "Resume". By doing the Requeue is effectively cancelled and agents would need to restart the process if they wish to continue with requeue, losing their original place in line from the first attempt.

   Agents are also unable to drop from the call once it has begun "requeuing" to the secondary queue until it is answered by an agent from the secondary queue. If agent chooses to hang up while waiting in the secondary queue, the entire call drops.

   We need to add the ability to control both calls independently when utilizing "Requeue" and "Stay on call" option just like a warm transfer would allow.

   When using the (warm) "Transfer" feature, agents are given call controls for both calls independently. This allows agent to switch between both calls as needed by placing one leg on hold. It also provides options to disconnect certain legs, their leg only, or the entire call.

   In contrast when using the (Stay on call) "Requeue" feature agents do not have any ability to switch between both calls.

   If an agent needs to reconnect the voice path to the original while utilizing "Requeue", they must hit "Resume". By doing the Requeue is effectively cancelled and agents would need to restart the… more

   22 votes

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   Under Review  ·  0 comments  ·  Interaction routing, workflow & queuing  ·  Delete…  ·  Admin →
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3. Name or number of the RingCX user should show as caller ID if they call RingEX internally

   Currently when RingCX user calls RingEX internally, the name of the (main) Super Admin is showing up as the caller ID

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   Under Review  ·  0 comments  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
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4. Create Security Groups for restricting and granting access to phone numbers / Caller IDs

   Employess shouldn't have access to phone numbers not assigned to them. Conversley we need the ability to grant accesss to Phone Numbers/Caller IDs to users even if the phone number is not directly assigned to them,e.g, some users should have the abitity to use the main company number for making calls, sending texts, or make calls on behalf of a queue even when they aren't a member of the queue.By default users should only have access to Phone numbers directly assigned to them.Give admins the abitlity to create security groups for phone numbers and add users to them, allowing those users to use the associated phone number as their Caller ID for making calls (Caller ID) and texting.This would elimnate users seeing dozens of phone number in the RingCentral Desktop under the "Call from:" drop down menu, as well as prevent emloyees from using Caller IDs they shouln't have access to.The underlying security mechanics are already in place for most of this because members of a call queue can use the queue's direct number(s) as their Caller ID, but it does not grant the ability to text using these numbers, which my proposed Security Groups should.

   Employess shouldn't have access to phone numbers not assigned to them. Conversley we need the ability to grant accesss to Phone Numbers/Caller IDs to users even if the phone number is not directly assigned to them,e.g, some users should have the abitity to use the main company number for making calls, sending texts, or make calls on behalf of a queue even when they aren't a member of the queue.By default users should only have access to Phone numbers directly assigned to them.Give admins the abitlity to create security groups for phone numbers and add users to them, allowing those… more

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5. All Messages Conversation Search Enhancement

   There should be a way the system understands the different ways a TN can be displayed/formatted and searched, but at present, it seems it needs to be exactly the same as the interaction shows in the history.

   Please see the screenshots.
   If a number is formatted in 3 different ways as it's used in RCX:
   (734) 279-2221
   17342792221
   734-279-2221

   When you search by these formats, you only get see the exact format the text is searched as, instead of all instances in which the number can be formatted as. This causes an issue as you search for a customer's info and/or if they have already spoken with us.

   RCX engineers were able to confirm that this is how the search function does and should work, as it stands today. So when you are searching there, you are using a search feature for text which means that it will look for that exact phrase. What would need to be done in order for this to work smoothly would be adding a search parameter that would be able to remove things like the dashes, search with and without country codes in both E614 formatting and regular formatting. 

   There should be a way the system understands the different ways a TN can be displayed/formatted and searched, but at present, it seems it needs to be exactly the same as the interaction shows in the history.

   Please see the screenshots.
   If a number is formatted in 3 different ways as it's used in RCX:
   (734) 279-2221
   17342792221
   734-279-2221

   When you search by these formats, you only get see the exact format the text is searched as, instead of all instances in which the number can be formatted as. This causes an issue as you search for a customer's info and/or… more

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   21 votes

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   Planned  ·  0 comments  ·  Digital experience  ·  Delete…  ·  Admin →
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6. Save last number used when using "External Phone" as voice connection in RingCX salesforce and standard ( and other) web apps

   when a user in RingCX uses "External Phone" as their Voice connection, save the last number used here. should be an easy change and it would save a LOT of "we ended up in an RNA state" support tickets...

   21 votes

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   Under Review  ·  1 comment  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
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7. Shorten RingCX Historical Report Refresh Time Rate

   Historical reporting may take up to an hour to populate, with an official timeframe of 15–60 minutes as specified by the product team. The customer has requested that the reports be available in near real-time.

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   Under Review  ·  3 comments  ·  Realtime & historical analytics  ·  Delete…  ·  Admin →
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8. Being able to change an agents status through the Real Time Dashboard

   We would like to have the ability to change an agents status in the Real Time Dashboard. As an example. If an agent was in RNA Status and did not notice. A manager should be able to change the status back to available, without having to contact the sales agent

   21 votes

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   Implemented  ·  2 comments  ·  Other  ·  Delete…  ·  Admin →
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9. OFCOM compliant Proactive and Predictive Dialler

   UK Outbound Dialler Requirements for Proactive and Predictive calling

   When making proactive and predictive calls UK customers need to comply to OFCOM regulations.

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   Under Review  ·  0 comments  ·  Automated outbound dialing, campaign & lead mngmt  ·  Delete…  ·  Admin →
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10. Outbound WhatsApp within RCX agent UI

    As an agent, the option to send a new WhatsApp message within the RCX agent UI is missing. This is available for other platforms (email, Facebook, X, etc.) but not for WhatsApp.
    This is something that is available via API, so this request is specifically for the functionality to be added to the agent UI within RingCX.

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    21 votes

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    Future Consideration  ·  1 comment  ·  Digital experience  ·  Delete…  ·  Admin →
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11. RingCX IVR press path report

    It would be much more useful to see summary data on the number of calls entering a particular IVR path in a given time frame, the keypress option selected on the IVR and the transfer path after pressing one of the keypresses.

    21 votes

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    Future Consideration  ·  2 comments  ·  Realtime & historical analytics  ·  Delete…  ·  Admin →
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12. Add Opt-In Surveys at Call Start, Auto-Prompted at Call End

    Add Opt-In Surveys at Call Start, Auto-Prompted at Call End

    As a head of a centralized call center with agents that support multiple businesses and call queues, I’d love to see RingCentral add a simple but powerful feature:

    When a customer calls in, they could press a key at the beginning of the call to opt-in to a quick survey. After the agent disconnects, the system would automatically play the survey.

    Here’s why it matters:
    - Seamless customer experience: No agent involvement, no awkward “Would you like to stay on the line?” interruptions.
    - Accurate feedback: Surveys are tied directly to the agent who handled the call and the queue where it was answered, so reporting stays actionable.
    - Higher participation: Customers decide upfront if they want to provide feedback, increasing completion rates and making the data more reliable.
    - Agent-level accountability: This ties survey results directly back to the people and teams who can act on them. We also include the CSat scores as part of the performance pay program.

    This feature would give leaders like me better visibility into customer satisfaction while keeping the process frictionless for both callers and agents, allow me to coach agents and fix process for specific businesses based on customer feedback data.

    If you’d also like to see smarter, cleaner post call surveys in RingCentral, please upvote this idea. The more support it gets, the sooner we can all benefit from better feedback data!

    Add Opt-In Surveys at Call Start, Auto-Prompted at Call End

    As a head of a centralized call center with agents that support multiple businesses and call queues, I’d love to see RingCentral add a simple but powerful feature:

    When a customer calls in, they could press a key at the beginning of the call to opt-in to a quick survey. After the agent disconnects, the system would automatically play the survey.

    Here’s why it matters:
    - Seamless customer experience: No agent involvement, no awkward “Would you like to stay on the line?” interruptions.
    - Accurate feedback: Surveys are tied directly… more

    20 votes

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13. Remember Agent Selected Voice and Digital Queues at Next Login Checkbox

    I would like to suggest and enhancement to simplify the agent login experience when agents are assigned to multiple queues but only need to be available for a select few.

    For example, all queues assigned to an agent are automatically selected when the agent signs in. If the agent only needs to be available for one or a few of those queues on most days they would need to deselect the majority of queues each time they sign in.

    Adding a “remember selected queues at next login” checkbox would remove the need to select/deselect queues for an agent at next login if they need to generally make themselves available for the same queues at each login simplifying the process and Agent experience.

    I would like to suggest and enhancement to simplify the agent login experience when agents are assigned to multiple queues but only need to be available for a select few.

    For example, all queues assigned to an agent are automatically selected when the agent signs in. If the agent only needs to be available for one or a few of those queues on most days they would need to deselect the majority of queues each time they sign in.

    Adding a “remember selected queues at next login” checkbox would remove the need to select/deselect queues for an agent at next… more

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14. Agent to Agent Transfers in SMS and Engaged Digital Messaging

    Currently, the only option to transfer an SMS is to reroute to the queue group itself. It would be nice if there was an option for companies to allow agent-to-agent transfers. Our team consists of 8 employees, and rather than reroute a customer looking to speak with a specific agent digitally back to the skill group, it would be nice to be able to transfer directly to the agent to wait. Then the next time this agent would be available, they would be prompted to interact via SMS or Engaged Digital (email).

    20 votes

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    Planned  ·  2 comments  ·  Digital experience  ·  Delete…  ·  Admin →
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15. Display User Extension Number When Transferring From RingCX To RingEX

    Ability to display user extension number of the transferring agent when a call is being transferred from RingCX to RingEX users.

    Whenever an agent from RingCX transfers a call to a RingEX agent, the RingEX user would like to see who internally from RingCX agents are calling them helping them easily identify who from the RingCX agent are calling them.

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    Planned  ·  4 comments  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
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16. Make voice transcripts visible to agents in RingCX

    RingCX generates transcripts to create Summaries on voice calls, but it's not visible to Agents. It should be available in real-time during the call and accessible after the call along with the Summaries. Both should be able to be memorialized in a connected CRM along with other metadata and call recording link.

    Our main competitors have that feature Zoom & Dialpad) and it's a common request from customers.

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    Planned  ·  0 comments  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
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17. Customer Journey Cradle-to-Grave Report

    The request is for RingCX to have a Customer Journey Cradle-to-Grave Report, showing the start to finish and reporting on Pivots between channels. If it is a telephone call the detail should focus on the contact, even if the call is transferred between agents, put on hold, etc. If it pertains to a phone call and also includes digital channels, then the digital channel information can be added as a follow up from the call.

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    Future Consideration  ·  1 comment  ·  Realtime & historical analytics  ·  Delete…  ·  Admin →
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18. Preserve Caller ID When Transferring from RingCX to RingEX

    Product Area(s):

    RingCX (Contact Center)

    RingEX (Phone System / MVP)

    Call Handling & Caller ID Display

    Current Behavior:
    When an external call is routed through a RingCX queue and answered by an agent, and the agent then transfers the call to a RingEX user (via warm or blind transfer), the RingEX recipient currently sees the original external caller’s phone number as the caller ID.

    There is no visibility into which RingCX agent initiated the transfer. This can lead to confusion, lack of internal context, and inefficiencies in how the transferred call is handled.

    Requested Enhancement:
    Introduce a configurable caller ID display option for calls transferred from RingCX to RingEX, allowing the receiving RingEX user to see:

    The transferring RingCX agent’s name and/or extension

    The original external caller ID

    Or both, depending on the administrator's preference

    This setting should be manageable at the admin level, and ideally configurable per queue or user group, to align with various business workflows.

    Business Justification / Use Case:
    Many RingCX customers operate in high-volume, multi-agent environments where external calls are frequently transferred to subject matter experts, team leads, or support departments using RingEX extensions.

    The current behavior limits visibility into who initiated the transfer. This causes issues such as:

    RingEX users answering calls with no internal context, unsure if it’s a direct customer call or a handoff.

    Delays in handling the call properly due to lack of warm introduction cues.

    Difficulty in tracking agent performance or follow-up responsibility, as the handoff origin is not visible.

    Missed opportunity to personalize the response or acknowledge the agent who transferred the call.

    With the requested feature, organizations can streamline their workflows, reduce miscommunication, and provide a smoother, more professional customer experience.

    Benefits:

    Enhances internal communication clarity during transfers

    Enables faster and more informed call handling

    Supports accountability and training, especially in customer support or sales teams

    Aligns with existing behaviors seen in some legacy PBX or call center solutions

    Adds flexibility for businesses to define how caller ID should appear in hybrid RingCX–RingEX environments

    Priority:
    Medium to High – This enhancement would significantly improve day-to-day operational efficiency, particularly for businesses that rely on frequent call transfers between RingCX and RingEX users.

    Workaround (if any):
    There is currently no workaround to modify caller ID presentation on RingEX when calls are transferred from RingCX. Some customers attempt to inform the RingEX user via chat or email, but this is not scalable or reliable in real-time.

    Product Area(s):

    RingCX (Contact Center)

    RingEX (Phone System / MVP)

    Call Handling & Caller ID Display

    Current Behavior:
    When an external call is routed through a RingCX queue and answered by an agent, and the agent then transfers the call to a RingEX user (via warm or blind transfer), the RingEX recipient currently sees the original external caller’s phone number as the caller ID.

    There is no visibility into which RingCX agent initiated the transfer. This can lead to confusion, lack of internal context, and inefficiencies in how the transferred call is handled.

    Requested Enhancement:
    Introduce a configurable caller ID… more

    19 votes

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    Future Consideration  ·  1 comment  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
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19. When agent makes a manual outbound call, agent needs to be reverted back to an agent's previous state before the manual call was made

    When agent makes a manual outbound call, agent needs to be reverted back to an agent's previous state before the manual call was made

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    Under Review  ·  5 comments  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
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20. RingCX Global Secondary Nodes

    While we have a pretty full roadmap, just this past week we have had several Global requests for RingCX. Our global requirements go beyond GDPR.

    Some requirements bubble up like multiple languages operating in the same system
    And that’s not just a voice language pack for system messages, TTS, ASR its also what language the agent uses within the RingCX Agent workspace. For call recording we must hairpin back to the US. Not to mention where data is stored and how to comply with “Forget Me” in GDPR regions.

    Those and more need to be addresses down the road, laying the groundwork for RingCX to be globally deployed is something I think I can help with.

    Today RingCentral Office can Federate https://support.ringcentral.com/article-v2/9415.html?brand=RC_US&product=RingCentral_MVP&language=en_US multiple UID’s making a larger unified system. Now it does have advantages and limitations. I have a technical proposal to leverage integrating RingCX into a Federated RCO global environment.

    Lets start with the idea of adding in our current infrastructure the ability to have the US based system configured as the Primary Node.
    The primary node will have the ability to connect to RCO API stream and operate as an API gateway that allows two way API stream between the RCO API and RingCX Primary>Secondary Nodes (this would be where Global MVP isn’t big enough to have a Federated set of UID’s)
    The Primary Node will have the ability to connect to multiple Federated RCO API streams. Then act as a gateway to RingCX secondary Nodes

    From there the creation of Secondary RingC Nodes will also support a failover API to connect to its actual paired RCO UID for “in Region/Country” fallback operation.

    Secondary RingCX Nodes will store and share meta data with Primary for use as a central Admin using Real-Time dashboards and one central reporting, while the Secondary RingCX node will maintain only its activity for GDPR.
    Secondary Nodes will have the ability to have agents programmed in Skills that exist on the Primary or other Secondary RingCX Nodes. This is critical to overcome any obstacles here as the request are to have agents anywhere answer any interaction if the agent is language proficient.

    Secondary Nodes will have a node identifier used within RingCX Admin and help in administration. Might be helpful where the secondary node is connected to a Federated RCO to show the UID and have a space for naming the node such as “rotterdam netherlands”

    Programming from the Primary Node allows for centralizing Skills etc, Programming from a Secondary Node only changes the local environment with the exception of add global agents to a local skill. Agents will need to be designated in the Primary Node as Multi Node Skilled.

    While we have a pretty full roadmap, just this past week we have had several Global requests for RingCX. Our global requirements go beyond GDPR.

    Some requirements bubble up like multiple languages operating in the same system
    And that’s not just a voice language pack for system messages, TTS, ASR its also what language the agent uses within the RingCX Agent workspace. For call recording we must hairpin back to the US. Not to mention where data is stored and how to comply with “Forget Me” in GDPR regions.

    Those and more need to be addresses down the road, laying… more

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