1612 results found
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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 -
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...
22 votes -
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.
22 votes -
"My caller ID" dropdown should be searchable
"My caller ID" dropdown should be searchable - or at the least I should be able sort the phone numbers as I wish.
My company owns 100s of phone lines which we make outbound calls from, but the drop down is very hard to navigate when you have so many numbers. I suggest that list could be searchable or at least give the admin the option to sort the list to their preference.
Thanks!
22 votes -
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
22 votes -
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.
22 votes -
ring CX call id
When receiving an incoming call from an employee their name is not displayed unless they are on the ex side only. This causes confusion on who is calling. We would like for the employees name that is calling any internal extension to be displayed on the incoming call whether they are cx or ex
21 votes -
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 -
Make Agent Assist features easier to access
The Agent Assist UI during an active call requires the Agent to open the panel to access the feature. If an AI Knowledge Base is associated with a Voice Queue, the panel should open automatically when an agent is connected to a caller -or- there should be a toggle in the Voice Queue General settings to show it automatically or not (meaning: agent has to open the panel manually)
21 votes -
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.
21 votes -
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.21 votes -
Ability to access RingEX EXTs (Users, queues) on RingCX IVR studio
Today it is possible to use PSTN Transfer to send calls to RingEX from RingCX IVR studio.
Adding a list of all RingEX extensions would improve customer experience. So they can quickly pick and choose from the list of call queues or users on the IVR Studio.
21 votes -
RingCX Feature Request: Native Integration for RingEX Call Queue Transfers
When an agent is using the RingCX application, they have the ability to transfer calls to RingEX users and see their extensions in the corporate directory. However, there is no native integration that allows RingCX agents to transfer calls directly to RingEX call queues. The customer is currently using a workaround where they manually upload the DIDs of the RingEX call queues into the RingCX phone book, which allows for transfers as if it were an external contact. This is a time-consuming and inefficient process that requires manual maintenance whenever a call queue is changed or added. The customer would…
20 votes -
Display Digital SMS ANI in RingCX Analytics Interaction Details
I’d like to submit a feature request for RingCX Analytics.
Currently, when reviewing Interaction Details for Digital SMS interactions, the ANI field displays as "N/A." For better visibility and reporting, it would be highly beneficial if the actual ANI (sending number) were displayed in this field.
This enhancement would help teams more effectively track and analyze SMS interactions, especially when handling multiple Digital SMS numbers.
20 votes -
Retain Originating Caller ID During RingEX to RingCX Transfers
Enable RingEX Receptionist to preserve the original caller's number (Originating Caller ID) when transferring calls to RingCX.
Current behavior:
When a call is transferred from RingEX to RingCX, the original caller’s number is not retained. Instead, RingCX displays the Caller ID of the RingEX user who performed the transfer.20 votes -
Live Transcription on RingCX
Feature Request: Enable Live Transcription on CX to view a written version of all spoken words created in real-time
20 votesLive Transcription is available for agents via Agent Assist feature. See https://support.ringcentral.com/article-v2/configuring-agent-assist-for-ringcx.html?brand=RingCentral&product=RingCX&language=en_US
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Integrate Salesforce within the RC App
The more our customers leverage RingCX, they need a way to avoid web page refreshes disconnecting calls. Salesforce (SFDC) encounters a lot of random refreshes that are impacting the SFDC Agent widget when on calls (since it's just the RCX native with a skin on it). If the agent can use the embedded RCX within the desktop version of RingEX, and they can access SFDC content in-app, that would be a solid workaround for the refresh issue.
SFDC content to access in-app includes: customer profiles, records, accounts, opportunities, etc.
20 votes -
Include Audio File Attachments on RingCX Voicemail Notifications
Instead of the weblinks attached to access voicemail messages from RingCX, we'd like to attach the exact audio file to the email notification.
19 votes -
RingCX Voice Queue Call Distribution
The customer is requesting to have a call routing feature that will route the call based on the number of calls each agent has received, to ensure a more balanced distribution.
19 votes -
Inbound Queued Callback option in Queue Events, it's only in DTMF sub-Queue Events options which is limiting
For some reason you can set a DTMF Queue event to be an Inbound Queue Callback, but you can't do it from the Queue Event itself. Every other option is there, but that one is missing. It seems a bug or missed item since it would only enhance the options available?
There are many reasons for a queue event to go to Callback rather than requiring a DTMF selection to do it.
19 votes
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