1193 results found
-
Agent State
Make Agent States by Agent and not a global setting.
1 vote -
Dynamic Caller ID from RCX Front
We’d like to request a change to support displaying the caller ID dynamically from the RCX front, instead of using a static value. It should display a more generic value like "Internal RCX Call" or the actual caller ID of the RCX agent, depending on their configuration.
Currently we are seeing random numbers (027837475)
1 vote -
Add manual dialing for referred customers
When some potential customers mention that they know someone who is looking for or needing our services and want to give us their number, or when they indicate that their spouse is the one we need to speak to and volunteers their number - it would be ideal and a great aid if we were actually able to use that information to take advantage of the presented opportunity and cease the moment and get referred customers.
1 vote -
API Support for Retrieving Agent Availability and Offhook State Without Event Subscriptions
Request to add a new RingCX API endpoint that allows retrieval of agent availability and offhook state directly, without the need to use event subscription mechanisms. This feature would enable easier and more flexible integration for monitoring agent statuses in real-time.
1 vote -
RingCX IVR option for Pre-Call Data Collection for Auto-Fill to Agent
A customer has requested the ability to configure a pre-call workflow that prompts callers to input key details such as:
Name
Address
Phone number
Email
Product type
Issue description
The goal is to collect this information before the call is connected to a representative, so that it can automatically populate the agent’s interface. This would reduce call handling time, improve agent preparedness, and enhance the overall customer experience.
Business Value:
Reduces time spent on data collection during live calls
Increases first-contact resolution likelihood
Improves accuracy and consistency of captured customer information
Enhances agent efficiency and customer satisfaction
Suggested Implementation:
Interactive…
1 vote -
RingCX: Ability to implement interaction restrictions on a digital inbox for a team of agents
I have a use case with an existing client that the heavily uses digital interactions. They have a requirement to be able to restrict access to interactions associated with specific channels to a team of people.
In RingCX currently, by design, the digital inboxes are just filters for interactions - they are not permissive or restrictive. Although the inbox can be filtered to display certain interactions, an agent can use the search facility to be able to search and view interactions across all channel.
The use case is that an client may wish to create a channel that is used…
1 vote -
Custom Intercept Handling for Terminating Calls with No Message
Hi Team,
I’d like to submit a feature request regarding how RingCentral handles call signaling when a terminating carrier fails to return an intercept message.
Current Behavior:
When calls are placed to numbers that are unassigned, disconnected, or otherwise unreachable, and the terminating carrier does not return a proper intercept message (e.g., “This number is not in service”), RingCentral simply passes through the signaling it receives. This may result in endless ringing or silence, causing confusion for users.Requested Enhancement:
Implement a mechanism or fallback behavior to better handle cases where no intercept message is returned—such as:Playing a generic…
1 vote -
Option to Sort Old Messages/interactions at the Top
the client would like a feature to be added that allows users to sort message threads so that older interactions can appear at the top of the inbox in "All messages". This would be particularly helpful for:
-Quickly revisiting important past conversations without scrolling or searching.
-Managing long-term projects where older threads remain relevant.
1 vote -
Integrations: RingCX for Zoho Embedded Agent, Digital Email having ability to expand either horizontally or vertically to see the full email
RingCX for Zoho Embedded Agent >Due to limited space, Digital Email seen in window is not large enough and cannot scroll to the edge of the email...Need the capability to scroll and see the full email either vertically or horizontally in some manner
1 vote -
Modify RingCx Integrated Cloud Destination / External Contact Center
Ability to access Cloud Destination outside RingCX to modify or configure
1 vote -
Assigning the email interaction to a group instead of manually selecting agents.
Ability to assign the email interaction to a group instead of manually selecting agents. Right now, we can only assign email interaction manually to an agent, but there is no option to create a group to assign the email interaction instead.
1 vote -
Backup
Backup / export and restore / import options for
- voice queues
- digital queues with agent mappings,
- roles,
- user with queue mapping including rank or skills
- time settings.
the existing export functions, e.g. flows covers only a small part of settings.1 vote -
Multiple integration webservice endpoints per event for a queue
Currently for a voice queue in the integration section, you can only have one web service endpoint selected for an event like De-Queue Webservice, Agent Connect Webservice and Agent Termination Webservice. It would be nice to be able to send those events to two different environments - production and staging endpoints for testing.
1 vote -
Ability to park a RingCX call in a public location that can be picked up by RingCX or RingEX user
Our call center agents need the ability to park a call in a public location (*8## assigned by system) so that they can be picked up by a RingEX user calling that parked location. This can be done in RingEX, but not RingCX. Often calls come into our call center using RingCX that cannot be transferred because the RingEX user is busy on another call and the caller wants to wait. We don't want the RingCX agent to be tied up with a call on hold waiting.
1 vote -
Dialer Reporting - Add a column for Disposition
Customer preference would be is to see dispositions to see how many qualified dispositions there were per agent. Can we have a column just for disposition? And the second thing is, can we do it just for one specific disposition?
E.g. from customer:
Because a qualified disposition is what we call a lead, a qualified lead. Josh Davis, he handled 175 calls. He was on the phone for X amount of time, and he got three leads. Now we have to do a calculation on the seconds and customer don't know how many leads he got except for what he…
1 vote -
(Dialer Reporting) Avg Talk Time, Customer Talk Time and Avg Agent Handle Time to show in Minutes instead of just Seconds
Maybe in a feature request, it may be in a further upgrade or software change.
Instead of doing the calculation each time, if an option to make it Minutes (Avg. Talk Time, Customer Talk Time, Avg. Handle Time) instead of seconds, it would be very helpful.
The whole point of seeing a report is you look at the report right away and right away you interpret it. Not having to do a calculation to figure it out. Especially when you do it in comparison to other people/agents.
1 vote -
Recover Deleted RingCX Account
User accidentally deleted the user account and it would be better to have an option to retrieve/recover it so they won't be able to re-create it from scratch
1 vote -
Pie chart report displaying a list of agent names along with the total number of answered calls shown on the Realtime dashboard
The customer requested a Pie chart report displaying a list of agent names along with the total number of answered calls shown on the Realtime dashboard.
1 vote -
RCX - Use Multiple Campaigns
Looking for a way or option to use multiple campaigns upon log in to the RCX Agent platform. This will help user to maximize the use of their campaigns if they are assigned to multiple campaigns.
1 vote -
Recording Deliveries
Currently, RingCX allows Recording Deliveries to be an SFTP Server or Amazon S3. I would like to see recording delivery to be a bit more robust (external hard drive, Microsoft OneDrive, etc..).
1 vote
- Don't see your idea?