1449 results found
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Real-Time Telephony Metrics for Inbound Queues
We require the ability to monitor granular telephony failure states directly within the Inbound Queue real-time dashboard widgets. Currently, these dashboards focus on successful connections
Key Requirements:
New Metrics for Inbound Widgets: Ability to toggle and display Busy, Fast Busy (Congestion), No Answer, and Voicemail (VM) counts.
Context: These metrics must be available for both inbound routing and manual outbound attempts made by agents assigned to Inbound Queues.
Visibility: Real-time (5–10 second refresh) tracking of these states to identify carrier issues or database quality immediately.
Use Case: Allows supervisors to distinguish between a "Fast Busy" (telephony/carrier error) and a standard…
1 vote -
Digital analytics reports for specific interactions
Wants to have a report for Digital analytics of specific interactions based on certain keywords
1 vote -
On the RingCX voice queue, disable automatically all dispositions when the "Disable Dispositions and Agent Notes" is checked
Here is the setting on the RingCX voice queue:
1- Disabled the dispositions on the "dispositions" tab on the voice queue setting,
2- Check the "Disable Dispositions and Agent Notes" tab
3- set the integrated script with a script
When an assigned agent to this queue receives a first call and ends it, the call sticks to his UI.
when a second call arrives, the agent can take it, but sometimes he gets the error message "Please submit the script/disposition form. You are not eligible to receive calls until this step has been completed."The solution is disable automatically all…
1 vote -
SPOG on RingCentral Mobile application
Able to use the Agent Session or the SPOG on the RingCentral mobile application
1 vote -
Enable 2FA / Native MFA toggle for RingCX
Would like to enable the native MFA (Multi‑Factor Authentication) toggle for RingCX. Please advise if there is an option within the RingCX platform to activate this feature.
1 vote -
Native End-to-End Email Encryption (S/MIME / PGP) for RingCX
This feature request is being formally submitted on behalf of our client who is currently utilizing the RingCX Email Channel for customer communications.
The client has raised concerns regarding the ability to encrypt emails containing sensitive information. While RingCX supports SSL/TLS encryption for IMAP/SMTP connections (encryption in transit), there is currently no built-in support for end-to-end email encryption methods such as S/MIME or PGP.
At present:
SSL/TLS can be enabled by default for IMAP/SMTP connections.
Additional security configurations depend on the customer’s email server.
End-to-end encryption (S/MIME, PGP) is not supported within RingCX.
Message-level encryption is considered outside the scope…
1 vote -
Enhancement of the Live Chat interface to indicate when a major incident is in progress
Would it be possible to add a colored banner at the top of the chat window to indicate a major incident?
This feature would allow users to be immediately informed of any incident as soon as they open the chat. Additionally, the banner’s color and content should be customizable according to each client’s specifications.1 vote -
Automatic Call Notes Feature for Queue Based Calling. Right now it's only for individual agent extensions
Automatic Call Notes Feature for Queue Based Calling.
Right now, it's only for individual agent extensions, and the alternative is RingSense, but that doesn't provide the insights or transcription until the processing is complete. This is incredibly inconvenient for our Call Center team.
1 vote -
Bulk Number Blocking in the RingCX Blocked ANI Page
Ability to block numbers in bulk in the RingCX Blocked ANI Page
1 vote -
Netsuite Integration and AI Assist
The Netsuite Integration adapter does not allow the ability for Agent Assist. There is no place for you to expand the window to get AI generated suggestions from your knowledge. The only option you have for Agent Assist is to use the browser-based extension.
1 vote -
We would like our call queues to be able to accommodate different hours of operation for the extension and the direct dial phone number
We would like our call queues to be able to accommodate different hours of operation for the extension and the direct dial phone number. For example, we want internal calls to be answered by queue staff between the hours of 7:00 am and 5:00 PM, but we don't want patient's to be able to reach staff through the direct dial number until 8:00 am. Currently, Ring Central doesn't support this feature, but we did have this capability with our previous carrier, Mitel.
1 vote -
Phone Book options
When CX users would like to call another queue, the queues should be listed as an option with the Corporate Directory. This was available in NiceInContact. Please see screenshot
1 vote -
RingCX for Salesforce
RingCX for Salesforce queue name visibility when call comes in
Requesting the source Queue to be visible when a call is received in Salesforce
We are a multi-branded company. When a call comes in, the phones team would like to be able to answer with the correct prompt (eg: "Thank you for calling <brand>, how can I help you?")
This is functionality that is available when using RingCX in the browser, but is not available in Salesforce. Since this is a part of the native functionality of RingCX, this should be a part of your Salesforce extension
1 vote -
Able to enter multiple dates and times in a single entry in the RingCX Workflow Studio.
We have experienced, and may continue to experience, severe weather conditions. As a result, we closed early on one day and opened late the following day.
Is it possible to update the workflow to close on specific dates and times?
For example:
Monday: Closed
Tuesday: Delayed opening at 11:00 AM ET
Tuesday: Early closure at 4:00 PM ET
Wednesday: Delayed opening at 11:00 AM ET
Currently, I have to log into the Admin portal and manually update the dates and workflow for each individual time change. I would like to be able to enter multiple dates and times within a…1 vote -
1 vote
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say contact name before dialing on auto dialer
Verbally say a lead's name before auto-dialing. Useful for reps that walk around and are not always looking at their screen.
1 vote -
Allow to Map Dispositions to the Call Outcome field in RingCX for Hubspot
We would like to be able to map dispositions to the call Outcome field in RingCX for Hubspot
1 vote -
importing work flow from one ringcentral account to another
The customer requested that there must be an option to copy the template from his existing workflow from one RingCentral account to another. So they could save more time when creating a workflow.
1 vote -
Call Monitoring Audit Log report that shows who monitored whom and when.
We would like to have a report that we can run called a “Call Monitoring Audit Log.” Specifically, we need to be able to generate a report that shows who monitored whom and when.
1 vote -
Fax Cover Page, Allow Sender Name to be Optional or Modified
To offer a certain amount of anonymity to call center agents, please allow the Fax Cover page options to include the ability to remove the senders name, or to change the name in a manner that would populate the first & last name of the agent, with edits allowed to those names
0 votes
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