1521 results found
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Ability to hide or disable RingCX/SPOG within the application
The customer does not want users to access or connect to the Agent icon or SPOG when they are logged into their RingCentral application. However, some users are still attempting to connect to SPOG/RingCX through the Agent icon.
1 vote -
Allow Use of RingEX User DID as Manual Outbound Caller ID in RingCX
Overview:
Requesting enhancement in RingCX to allow agents to use their assigned RingEX (RCX-integrated) Direct Inward Dial (DID) numbers as selectable options for manual outbound caller ID within the RingCX dialer.Current Behavior:
At present, manual outbound calls in RingCX do not consistently provide the option to select the agent’s RingEX DID as the caller ID. This requires additional configuration or limits flexibility for agents who need to present their direct number when initiating outbound calls.Proposed Enhancement:
Introduce a feature that automatically syncs or makes available the user’s RingEX DID as a selectable outbound caller ID option within the…1 vote -
RingCX Feature Request: Agent Notification for Call Monitoring/Barging
RingCX Feature Request: Agent Notification for Call Monitoring/Barging
Description / Summary
Provide a visual or audible notification to RingCX agents when another user or a member of their alert/monitoring group begins monitoring or barging into their active call.Current Behavior
Currently, when an alert group is established allowing agents to monitor each other's live interactions, there is no real-time indicator or alert displayed on the screen of the agent being monitored. The system begins monitoring silently.Requested Enhancement
Introduce a clear, configurable notification setting within RingCX. When an active call is being monitored by another team member or supervisor:Visual…
1 vote -
Outbound Call Notes
It would be nice for manual outbound calls is the notes box will be available for agents to use. Since some agents use RingCX for taking notes as opposed to physical paper or other digital notebooks, having the ability to take notes within RingCX for outbound calls (just as they would be able to for inbound calls), would be great.
1 vote -
Force Log-out "Engage Digital On-Demand" users in Engage Digital
We are requesting admins to have the ability to force log-out "Engage Digital On-Demand" users.
1 vote -
RingCX Agent Script - Button Configuration Option For Transfers
RingCX > Admin > Agent Scripts > Button > Button Configuration > Actions > Button Action: Call Control / Call Action: Cold Transfer
We had an issue when attempting to use an agent script button to perform a cold transfer to a 10 digit RingEX phone number where the tag configuration of {{model.call.ani}} was not being respected. On the EX side, the transfer recipient would see our main RingEX phone number as opposed to the callers ANI.
After a support ticket was opened for months, a support agent finally stated that we needed to use {{model.call.aniE164}}. This tag does not…
1 vote -
Allow change of state for RC CX Agents
We would like to be able to change states actively during a call. Our Leads like to track time spent on specific parts of a call (IE. Payments / Flood Insurance ) We have several use cases where our Supervisors want agents to be able to swap mid call so that the team can actively check how long members are taking for various actions while on a call.
1 vote -
Allow Admins to Apply Business Override Templates at the Queue Level for Bulk Configuration
Title:
Allow Admins to Apply Business Override Templates at the Queue Level for Bulk ConfigurationDescription:
Currently in RingCX, Business Override settings must be configured manually for each individual queue. For environments where each queue has its own DID, this becomes highly repetitive and time-consuming—especially when managing a large number of queues.We would like to request an enhancement that enables Admins to create and apply reusable Business Override templates across multiple queues.
Requested Functionality:
Allow Admins to create and save Business Override templates.
Enable applying a template to multiple queues simultaneously or assigning a default template during queue creation.…1 vote -
Allow Admin Self-Service Management of Campaign Real-Time DNC Integration Without Support Intervention
"I see that the integration part has been added, is there any way that this could be added by us in the future so that we don't have to create a ticket"
Description:
Currently, when a new campaign is created and requires integration setup/configuration, customers must submit a support ticket to have the integration component added or configured.We would like to request an enhancement that allows Admins to independently manage and assign integrations to campaigns without requiring assistance from Support or internal teams.
Requested Functionality:
Allow Admin users to add, configure, or enable integrations directly within the admin portal/UI.…
1 vote -
Historical Reporting ability to select days of the week.
Add specific days of the week to the custom scheduling options. When a user clicks on "custom" the UI should display a list of days so that the user can select to run the report every Monday, every Tuesday, etc. See attachment for example.
Admin's are currently using the custom option to built the report run the on Tuesday, another run on Wednesday, Thursday, etc. This is time consuming and could be solved by giving an option to select the days of the week as in the top image of the PDF.
1 vote -
Allow Admins to Disable Disconnect Scrubbing at the Account Level for RingCX Campaigns
Title:
Allow Admins to Disable Disconnect Scrubbing at the Account Level for RingCX CampaignsDescription:
Currently in RingCX, the Disconnect Scrubbing setting can only be configured at the individual Campaign level. Customers managing multiple campaigns must manually disable this setting for each campaign separately, which creates additional administrative overhead and increases the risk of inconsistent configurations.We would like to request an enhancement that allows Admins to manage Disconnect Scrubbing at the Account level.
Requested Functionality:
Introduce an Account-level setting to enable or disable Disconnect Scrubbing across all RingCX campaigns.
Allow the account-level configuration to automatically apply to:
Existing campaigns…1 vote -
Manual Assign digital In-Queue interaction
Currently, when a user manually assigns an email interaction that is sitting in the queue, the system's background routing logic does not recognize the manual assignment. The interaction retains its "Queued" status, causing the system to subsequently auto-route the email to a different agent. This creates duplication of work, conflicts in ticket ownership, and inefficiencies in queue management.
Request:
Status Update: The interaction's status should immediately transition from "Queued" to "Assigned" (or "In Progress").
Halt Auto-Routing: The interaction must be automatically excluded from the active routing queue so that it cannot be pushed to another agent.
Ownership Lock: The manual…
1 vote -
Scheduled agent shifts in queue
Existing functionality: RingCX can have set hours of operation at the queue level. For agents that need to log in and out of different queues throughout the day, they can log in and out manually by updating their current session or have a supervisor reassign via real time dashboard.
Desired functionality: Allow the ability to configure what time of day an agent is allocated to specific queues. For example, Agent One should be in queues A and B from 8:00am - 11:00am, then queues B and C from 11:00am - 5:00pm. Meanwhile, Agent Two may need to be in queues…
1 vote -
ability to apply the changes made to the rcx users without them updating their session information
When they make changes on agents (e.g. skills, queue). The agent still needs to update their session information.
It would be better if the changes made to the agent be applied without updating the session information
1 vote -
Enable DTMF Input Option within Priority Events
Request to enhance Priority Events in RingCX by allowing DTMF (keypad input) interaction for callers when a queue reaches defined thresholds (e.g., max queue size or wait time).
Current Behavior:
Priority Events currently allow actions such as routing or prioritization when thresholds are met. However, they do not support DTMF input, which limits the ability to offer interactive options (e.g., callback requests) directly within this flow.Problem:
Customers who want to manage high queue volume cannot provide callers with real-time options (such as requesting a callback or leaving voicemail) when a queue is full or wait time is excessive. This…1 vote -
Another SLA is being triggered even though the agent has already responded to the chat in Engage Digital.
Is there a way to prevent information about customer SLA breaches from appearing in the Engage Digital chat window?
The customer has noticed that SLA breach information is being displayed, even though the agent has already responded to the chat. The customer does not want another SLA to be applied once the agent has provided an initial response.
Currently, the system shows that the agent is breaching the customer SLA, even after responding. Ideally, another SLA should not be triggered once the agent has already replied—similar to how calls are handled. If an agent has already answered a call, it…1 vote -
RingCX Audit Trail to add IP Addresses
Add IP Addresses in Audit Trail together with other details of which computer used by the changer if possible.
1 vote -
Call transcript
Customer would like to have a copy of a transcript with his interaction with the live agent. It would be helpful if the customer would have a documented transcript sent to them via email as documentation of the conversation they had with a live rep. instead of just going through to the ticketing system
1 vote -
Export Custom Lead Fields as Individual Columns in Lead List Reports
Description:
Currently, when exporting a Lead List that contains multiple custom lead fields, all custom fields are consolidated into a single column labeled extra_data.This structure makes it difficult to analyze, filter, and use the exported data effectively in external tools such as spreadsheets, reporting dashboards, or CRM integrations.
Proposed Enhancement:
Modify the export functionality so that each custom lead field is exported as its own individual column, rather than being grouped into a single extra_data field.For example:
Custom Field 1 → Column: Custom Field 1
Custom Field 2 → Column: Custom Field 2
Custom Field 3 → Column:…1 vote -
Preserve User-Entered Date Format in Lead Custom Fields
Currently, when a user inputs a date into a Lead Custom Field within the Lead List, the system automatically converts the value into a timestamp format (e.g. 2026-05-27T00:00:00.000-0400).
This behavior makes it difficult for users to read and interpret date values directly in the Lead List and related views.
Proposed Enhancement:
Allow the system to retain and display the actual date format entered by the user in the Lead List, instead of converting it into a timestamp format.Alternatively, provide a configuration option to control whether dates should be displayed in:
- User-entered format, or
- System timestamp format
Business Impact /…
1 vote
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