1613 results found
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"Defer" option for Digital Interactions in RingCX CRM integrations
My client would like the 'defer' option (which is available in RingCX Agent) to be available in our CX CRM integrations as well.
The purpose is that they frequently would prefer to 'schedule' an outbound digital interaction for later in the day versus compose and send the digital interaction in the moment. Their current system (integrated into Salesforce) allows for 'deferring' or 'scheduling' an SMS to be sent out at a specificed time.
The justification would be for 'parity' with our RingCX Agent experience which does offer 'defer' option today
2 votes -
Enhance Dynamics 365 CIF Search API to Support Full Entity Search
RingCentral CIF for Dynamics 365 only searches the Regarding field using these endpoints:
/api/data/v9.0/accounts
/api/data/v9.0/contacts
/api/data/v9.0/leads
/api/data/v9.0/opportunities
/api/data/v9.0/incidents
That means searches are limited to just the name or title fields, which is pretty restrictive.
Request
Switch to using the Dynamics 365 Search API endpoints:/api/search/v1.0/suggest
/api/search/v1.0/query
These endpoints allow searches across all fields that Dynamics administrators have marked as searchable, including any custom fields customers add.
Why this matters
Users can find records based on any searchable field, not just name/title.
A single API call can return Accounts, Leads, Contacts, Opportunities, and Incidents.
Custom fields are fully supported, so organizations…
2 votes -
UI/UX Alignment: REX Supervisor Interface Parity with RCX
Aligning the REX interface with the RCX layout is essential for operational consistency. Having a uniform design minimizes the learning curve for supervisors and reduces navigation errors when switching between platforms.
2 votes -
Consolidation of REX and RCX Analytics
Currently, data is fragmented across two platforms, creating a disconnected view of agent performance. Consolidating these reports is essential to ensure a single source, eliminate manual data reconciliation, and provide leadership with a holistic view of inbound/outbound calling productivity.
2 votes -
Feature Request: Custom Survey Dashboard (Simplesat-like Experience)
• Summary
Request the development of a Custom Survey Dashboard to provide a simple, centralized, and actionable view of survey performance, similar to the functionality offered by Simplesat. The goal is to make it easy for stakeholders to quickly understand what data is available, how surveys are performing, and to drill down into individual feedback.
• Business Objective
Improve visibility into survey results across multiple support groups
Reduce time required to interpret survey data
Enable data-driven decisions through clear metrics and accessible feedback
• High-Level Requirements
- Dashboard Overview
A top-level Overview that summarizes all groups being measured
At-a-glance visibility into…
2 votes -
Display a message informing the callback
Display a message to the agent informing that a call is part from a callback campaign.
2 votes -
Persistent login across browser tabs for Dynamics
Feature Request: Persistent Login for RingCX Dynamics Agent
Description:
The RingCX Dynamics Agent logs users out whenever they switch tabs or applications within Dynamics, requiring repeated logins and disrupting workflow.Current Behaviour:
Users must log in again after navigating to a different tab or application.
This causes delays and frustration.
Proposed Enhancement:Maintain login sessions while users switch tabs or applications.
Keep authentication valid for the duration of the Dynamics session unless manually logged out.
Business Impact:Reduces login fatigue and improves efficiency.
Minimizes workflow disruptions.perhaps enable the use of the Ringcentral app in conjunction with Dynamics integration, calls…
2 votes -
Add Priority event to requeue calls when agents are busy/unavailble but connected to the queue
Currently, the only possibility is to add a priority event No Agents Signed In that will requeue calls to another queue when agents are not signed in to the queue. However, it would be interesting to add a new event based on the agents' busyness/availability on the queue.
Expected behavior:
If all agents are busy with other calls, new calls should not be waiting in the queue for the next available agent. What we need is for this call to be requeued to another queueWe used the Max Queued Calls and tried setting it to 1 but if agents…
2 votes -
SMART ACR
We're using a short "silent" message as the Auto Record notification, which I won't turn off. SMART ACR isn't functioning, and we're exploring alternative solutions. RingCentral's marketing of this feature doesn't match its performance, as evidenced by customer complaints on community boards.
I won't revert to the original setup for testing. This seems to be a known issue that hasn't been resolved. The feature isn't working on any of our lines, inconsistently presenting notifications even when it shouldn't based on caller location. Your system is not functioning correctly.
2 votes -
CallerID
Customers should have the option to be able to set a name under caller IDs when calling outbound to their customers. Customers are more likely to pick up calls with an identified buisness name rather an unknown number.
2 votes -
Add filter for "Last Week" to Date Range
Add "Last Week" Option to Date Range for RingCX Analytics.
2 votes -
Allow Agents to Handle Multiple Calls Simultaneously
We would like to request for a feature that allow agents to handle multiple calls simultaneously.
2 votes -
Enhanced Case Logging Experience with Rich Text Formatting and Multi-Party Communication
Requested Enhancements:
Rich Text / Formatting Support
Allow basic formatting in case descriptions and replies, including:
Bullet points and numbered lists
Paragraph spacing
Bold / italics / headings
Inline code or monospaced text (where relevant)This would significantly improve clarity when describing technical issues, test results, timelines, or step-by-step findings.
Ability to Add External or Internal Parties to the Case Thread
Enable customers to:
Add additional participants (e.g. colleagues, partners, or vendors) to the case communication thread
CC or notify relevant stakeholders without forwarding emails manually
Maintain a single, auditable communication trail within the case
Improved Communication Chain Visibility
Ensure…2 votes -
Engage Digital - Email Channel Automatic Identity Update
We have shared email addresses that we have a subset of customers utilize that lead to a channel in Engage Digital and the Engage Digital system will seemingly randomly update the identity in the system associated with the reply\sender address to show either a random customer company name or information from spam message that come into the channel instead of keeping the name of the channel as the associated identity. This can lead to confusion with our agent population of which customer they are servicing or sometimes show information that is no related to the customers at all. We opened…
2 votes -
ability to view where the audio file is being used in ringcx
Customer would like a feature where they could easily know where the audio file is being used if they have multiple workflow and voice queue
2 votes -
RingCX audit trail
Customer is requesting a feature where we can view logs of the user who made changes in the account, like adding/ removing users, voice queue creation, number importing and etc
2 votes -
RingCX Bulk Download for Call Recording
Requesting to have a bulk option to download RingCX recordings. Currently to access call recording in RCX is to run a report and download the reporting by accessing the URL. Customer would like to have a specific folder or location in the RingCX platform to perform bulk download
2 votes -
Intelligent Grouping of Lead-Related Emails in RingCX
Customers using multiple lead-generation systems receive separate email notifications for the same lead. These individual emails are routed independently through the RingCX email channel, which can result in multiple agents contacting the same lead. We are requesting an enhancement that allows RingCX to intelligently identify and group emails related to the same lead and route them consistently to a single agent.
Requested Enhancement:
Add functionality that allows the email channel to intelligently group or associate emails related to the same lead, even when they originate from different systems.
Example approaches could include:
Identifying leads based on shared data fields (e.g.,…
2 votes -
Ability to place the Answer/Reject window from RingCX to be always on top of any browser when call comes in
Ability to place the Answer/Reject window from RingCX to be always on top of any browser when call comes in
2 votes -
Include Digital State of Agents
At the moment, agents show as "Available" even though they are handling digital contacts. We would like to request a feature to show the digital state of agents in the supervisor page and analytics.
2 votes
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