1613 results found

1. EV: global address book is not available unless you are on a call

   EV: global address book is not available unless you are on a call

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2. Engage voice application should disconnect the call when calling a number no longer in service or disconnected line.

   When calling a disconnected number or number no longer in service using the Engage Voice application, the system tries to connect the call for 30 seconds before the system disconnects the call.

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3. Ability to view agents assigned to a Category

   It is very difficult on Engage Digital to determine which agents are assigned to a Category. You have the ability to look up a specific agent within the admin settings and see which categories they are assigned to, but there is not the reverse of that scenario where you can look up a specific category and see who is assigned to it. This would be very helpful from a management perspective.

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4. Engage Digital - Agent Historical State View

   We have had instances of our Operations managers asking why a pending email interaction has not routed to someone on the team during a certain period of time and them suspecting the tool is not working as intended. We have a way to view current agent state in the supervisor tool, but not a way to view the historical states of an agent to see if they were available during a specific time period (when they changed states from unavailable to available, how long they stayed in each state, etc.). The NICE inContact Contact Center does this in a very helpful way within the Supervisor tool that we would like to see added to Engage Digital as well. A screenshot of the supervisor area within the Contact Center is attached as an example.

   We have had instances of our Operations managers asking why a pending email interaction has not routed to someone on the team during a certain period of time and them suspecting the tool is not working as intended. We have a way to view current agent state in the supervisor tool, but not a way to view the historical states of an agent to see if they were available during a specific time period (when they changed states from unavailable to available, how long they stayed in each state, etc.). The NICE inContact Contact Center does this in a very… more

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5. Engage Digital - Allow Customer Identity pane to be collapsed to increase screen real estate for email replies

   The Customer Identity pane is always open taking up space within the interface, but not necessarily always needed by the agent. Feature request is to add a button to allow the agent to collapse that pane when not in use to expand screen real estate for the email reply composition window to be larger.

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6. Engage Digital - Automatic Refresh toggle for Inbox view

   Our agents experience a significant amount of collisions when working email interactions where multiple agents end up working on the same email interaction. When investigated this tends to happen due to the Inbox view mode becoming out of date relatively quickly, so while an interaction may have been routed to an agent via routing mode Inbox mode does not reflect that unless it is manually refreshed. The feature we would like to see added is an automatic refresh while on the Inbox mode page every 15-20 seconds or so to avoid that view becoming too out of date. This could be a toggleable switch on the inbox mode view so that agents that need to work out of Inbox view could enable it on the fly.

   Our agents experience a significant amount of collisions when working email interactions where multiple agents end up working on the same email interaction. When investigated this tends to happen due to the Inbox view mode becoming out of date relatively quickly, so while an interaction may have been routed to an agent via routing mode Inbox mode does not reflect that unless it is manually refreshed. The feature we would like to see added is an automatic refresh while on the Inbox mode page every 15-20 seconds or so to avoid that view becoming too out of date. This could… more

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7. Voicemail Transcription for RingCX

   Description:
   Requesting the ability to automatically transcribe voicemail messages and display the transcription directly within the RingCX voicemail inbox. Additionally, it would be beneficial if the voicemail transcription could be included in voicemail email notifications sent to users.

   Business Impact:
   This enhancement would improve efficiency by allowing users to quickly review voicemail content without having to listen to each message. It would also improve accessibility, enable faster response times, and provide a better overall user experience for agents and supervisors managing high volumes of voicemail messages.

   Expected Functionality:

   Automatically generate a text transcription for voicemail messages.
   Display the transcription within the RingCX voicemail interface.
   Include the voicemail transcription in email notifications alongside the voicemail attachment or playback link.
   Support accurate transcription for business-related communications.

   Benefits:

   Faster voicemail review and prioritization.
   Improved productivity for agents and supervisors.
   Enhanced accessibility and record-keeping.
   Reduced time spent listening to lengthy voicemail messages.

   Use Case:
   Agents and supervisors can quickly read voicemail content from either the RingCX platform or their email notifications, allowing them to prioritize and respond to customer inquiries more efficiently.

   Same functionality as the RingEX platform, as described in the articles below:
   Setting up voicemail-to-text in the RingCentral app and Admin Portal
   https://support.ringcentral.com/article-v2/8045.html?brand=RC_US&product=RingEX&language=en_US&pills-nav=admin_portal

   Setting up voicemail-to-text in the RingCentral app and Admin Portal
   https://support.ringcentral.com/article-v2/8045.html?brand=RC_US&product=RingEX&language=en_US&pills-nav=mobile

   Description:
   Requesting the ability to automatically transcribe voicemail messages and display the transcription directly within the RingCX voicemail inbox. Additionally, it would be beneficial if the voicemail transcription could be included in voicemail email notifications sent to users.

   Business Impact:
   This enhancement would improve efficiency by allowing users to quickly review voicemail content without having to listen to each message. It would also improve accessibility, enable faster response times, and provide a better overall user experience for agents and supervisors managing high volumes of voicemail messages.

   Expected Functionality:

   Automatically generate a text transcription for voicemail messages.
   Display the transcription within… more

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8. Create a way to automatically pull data from a CRM like Zoho or Salesforce or vTiger to be able to automate loading of calling lists in RCX

   As an administrator, I need a way for RingCX to automatically ingest data for outbound dialing.

   I have a CRM (Zoho or Salesforce or vTiger) where I have calling lists and data.

   Currenly I have to extract the data manually and then manually upload the list into RingCX.

   Please create a way we can do a bi-directional synch nativly in RingCX to the big six CRMs so that we can simply 'push' data from our CRM to RingCX, it would then load this into the diallers and campaigns.

   Once the call completes, then it should batch the results and push back to the CRM.

   This is a feature gap compared to RCCC.

   As an administrator, I need a way for RingCX to automatically ingest data for outbound dialing.

   I have a CRM (Zoho or Salesforce or vTiger) where I have calling lists and data.

   Currenly I have to extract the data manually and then manually upload the list into RingCX.

   Please create a way we can do a bi-directional synch nativly in RingCX to the big six CRMs so that we can simply 'push' data from our CRM to RingCX, it would then load this into the diallers and campaigns.

   Once the call completes, then it should batch the results and push… more

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9. Reporting Enhancement Request – Identification of Manually Rejected Inbound Calls

   I would like to request a reporting enhancement to identify instances where an agent has manually rejected an inbound call.
   The existing RNA (Ring No Answer) report provides visibility of calls that were not answered; however, it does not differentiate between calls that timed out and calls that were deliberately rejected by an agent. Having access to this information would improve call handling analysis, provide greater transparency, and support agent accountability.
   RNA calls recorded in less than 30 seconds cannot automatically be assumed to be caller-abandoned calls. The RNA metric includes both missed calls and calls that have been actively rejected by an agent. As current reporting does not distinguish between these outcomes, it is not possible to determine whether an agent manually rejected the call or simply did not answer before the call ended.
   As a result, call duration alone is not a reliable indicator of what occurred and cannot be used to accurately identify rejected inbound calls. This limits our ability to investigate specific incidents and accurately assess call-handling behaviour.
   To provide meaningful operational insight and support effective management reporting, a reporting capability that clearly distinguishes between missed calls and manually rejected inbound calls would be required.
   Business Benefit:
   • Improved accuracy of call-handling reporting.
   • Ability to identify and investigate manually rejected calls.
   • Enhanced agent accountability and coaching opportunities.
   • More reliable analysis of inbound call performance and customer experience.

   I would like to request a reporting enhancement to identify instances where an agent has manually rejected an inbound call.
   The existing RNA (Ring No Answer) report provides visibility of calls that were not answered; however, it does not differentiate between calls that timed out and calls that were deliberately rejected by an agent. Having access to this information would improve call handling analysis, provide greater transparency, and support agent accountability.
   RNA calls recorded in less than 30 seconds cannot automatically be assumed to be caller-abandoned calls. The RNA metric includes both missed calls and calls that have been actively… more

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10. Feature Request : Simplify and Clarify De-dupe List Options

    Current Behavior / Issue:

    The current De-dupe List options use technical wording that can be confusing for administrators, especially when trying to understand which duplicate lead will be kept or removed.

    The current options are:

    Yes, Remove duplicates found in this list
    Yes, Remove duplicates found in existing lists
    No, Retain duplicates

    The difference between the first and second options is not immediately clear. An administrator may need to read the detailed description or test the behavior to understand whether the existing lead or the newly uploaded lead will be retained.

    Requested Enhancement:

    Simplify the option names and provide a short, easy-to-understand description directly in the UI.

    Suggested wording:

    1. Keep Existing Lead

    If the phone number already exists, don't upload the duplicate from this list.

    1. Keep New Lead

    If the phone number already exists, remove the existing lead and keep the new one.

    1. Keep Both Leads

    Keep the duplicate lead even if the phone number already exists.

    An additional example or tooltip would also be helpful:

    Example: Phone number 555-1001 already exists in the campaign. You are uploading another lead with 555-1001.

    Keep Existing Lead: Keep the original lead.
    Keep New Lead: Replace the original lead with the new lead.
    Keep Both Leads: Keep both leads.

    Expected Benefit:

    This change would make the de-duplication behavior easier to understand without requiring administrators to interpret technical descriptions or consult documentation. It would also reduce the possibility of selecting the wrong option when uploading lead lists.

    Additional Recommendation:

    Since de-duplication is based only on the phone number, the UI should explicitly state this in simple language:

    Duplicates are identified by phone number only.

    Current Behavior / Issue:

    The current De-dupe List options use technical wording that can be confusing for administrators, especially when trying to understand which duplicate lead will be kept or removed.

    The current options are:

    Yes, Remove duplicates found in this list
    Yes, Remove duplicates found in existing lists
    No, Retain duplicates

    The difference between the first and second options is not immediately clear. An administrator may need to read the detailed description or test the behavior to understand whether the existing lead or the newly uploaded lead will be retained.

    Requested Enhancement:

    Simplify the option names and provide a… more

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11. Allow Voice Broadcast System Disposition of "VOICEMAIL-LEFT" to NOT Be Marked COMPLETE

    Allow Voice Broadcast System Disposition of "VOICEMAIL-LEFT" to NOT Be Marked COMPLETE .

    A pass action configuration needs to be available to allow Voice Broadcast System Disposition of "VOICEMAIL-LEFT" to NOT Be Marked COMPLETE as these leads should be able to be re-dialed at the specified pass interval up to the max pass limit set for the campaign.

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12. Display Timestamp on Red Banner for Call Forwarding

    Add an exact timestamp (e.g., "Calls are being forwarded since 2:15 PM") to the prominent red notification banner in the RingCentral app so users immediately know when active call forwarding began.

    Detailed Description:
    Current Behavior:
    When call forwarding is active, a red banner appears at the top of the RingCentral app stating that calls are currently being forwarded. However, it does not specify when the forwarding started or was activated.

    Proposed Feature / Change:
    Include the start time directly on the banner or within a tooltip on hover/tap.

    Example:

    🔴 Calls are being forwarded to +1 (555) 019-2834 (since Oct 12, 8:30 AM)

    Use Case & Business Impact:

    Auditability & Awareness: Users who manage shared lines, handle call coverage, or switch between schedules often forget whether forwarding was turned on during a previous shift or left on accidentally over the weekend.

    Reduces Missed Calls: Knowing the start time helps users quickly verify if calls have been misrouted during critical business hours.

    Improved User Experience: Provides instant context without forcing users to navigate through deep call handling settings or check logs to see when the rule was activated.

    Add an exact timestamp (e.g., "Calls are being forwarded since 2:15 PM") to the prominent red notification banner in the RingCentral app so users immediately know when active call forwarding began.

    Detailed Description:
    Current Behavior:
    When call forwarding is active, a red banner appears at the top of the RingCentral app stating that calls are currently being forwarded. However, it does not specify when the forwarding started or was activated.

    Proposed Feature / Change:
    Include the start time directly on the banner or within a tooltip on hover/tap.

    Example:

    🔴 Calls are being forwarded to +1 (555) 019-2834 (since Oct… more

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13. ajouter un filtre permettant d'exclure de la visibilité des superviseurs certains échanges

    Objectif métier :
    Améliorer la pertinence des tableaux de supervision en masquant les conversations n’ayant reçu aucune réponse utilisateur. Cela permet d’éviter que les superviseurs soient exposés à des tâches non traitées ou non traitables, qui n’apportent pas de valeur au suivi opérationnel.

    Résultat attendu :

    Exclure les échanges dont userrepliescount = 0.
    Afficher uniquement les conversations ayant fait l’objet d’au moins une réponse utilisateur.
    Réduire le bruit dans les tableaux de bord.
    Faciliter le suivi des activités réellement engagées et améliorer l’efficacité de la supervision opérationnelle.

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14. Show agent's notes on specific call in call history

    When setting disposition, agent can leave free text notes related to that call together with AI generated summary. However, these notes are never shown in the call details under calls history. The suggestion is to show these custom notes as well.

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15. Deleting a phone book entry should delete them automatically for all queues

    At the moment, deleting an entry in the phone book page doesn't delete it from the voice queues. We are requesting that this functionality be updated. Deleting a phone book entry should delete it from all queues.

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16. Geo IP Access Control for RingCX

    Geo IP Access Control for RingCX
    The customer wanted to know the list of GEO IP access for the Ring RingCX platform.

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17. Restore Historical Dashboard Report Scheduling

    Product:
    RingCX – Historical Dashboard / Analytics

    Request:
    Bring back the ability to schedule and automatically deliver reports generated from the RingCX Historical Dashboard.

    Current Behavior:
    The RingCX Historical Dashboard currently does not provide a Schedule option for dashboard reports. Users can view and analyze historical data, but they cannot configure the dashboard to automatically generate and deliver a report on a recurring schedule.

    Expected Behavior:
    Provide a Schedule option within the Historical Dashboard that allows users to configure recurring report delivery.

    Suggested Scheduling Options:

    Daily
    Weekly
    Monthly
    Selected days of the week
    Configurable time and timezone
    Recipient email addresses
    Report format, where applicable
    Ability to enable, edit, pause, or remove an existing schedule

    Business Impact:
    The Historical Dashboard is frequently used by supervisors, managers, and administrators to monitor contact center performance and share operational metrics with stakeholders.

    Without scheduling functionality, users must manually access the Historical Dashboard, generate the required report, and distribute the information. This adds repetitive administrative work and makes it more difficult to provide consistent daily or weekly reporting.

    Restoring the Schedule option would allow organizations to automate recurring operational reports and ensure that supervisors and management receive the required information without manual intervention.

    Use Case:
    A contact center manager needs to receive a Historical Dashboard report every morning containing the previous day's agent and contact center performance metrics.

    With scheduling enabled, the manager could configure the report once and have it automatically generated and delivered at the desired time each day.

    Requested Enhancement:
    Restore the Historical Dashboard Report Schedule functionality and provide a scheduling interface comparable to the scheduling capability available for other RingCX reporting features.

    Product:
    RingCX – Historical Dashboard / Analytics

    Request:
    Bring back the ability to schedule and automatically deliver reports generated from the RingCX Historical Dashboard.

    Current Behavior:
    The RingCX Historical Dashboard currently does not provide a Schedule option for dashboard reports. Users can view and analyze historical data, but they cannot configure the dashboard to automatically generate and deliver a report on a recurring schedule.

    Expected Behavior:
    Provide a Schedule option within the Historical Dashboard that allows users to configure recurring report delivery.

    Suggested Scheduling Options:

    Daily
    Weekly
    Monthly
    Selected days of the week
    Configurable time and timezone
    Recipient email addresses… more

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18. Allow multiple dispositions per interaction

    The customer would like to know if more than one agent disposition can be recorded against a single voice interaction. Based on RingCentral's own support documentation, our understanding is that RingCX currently supports exactly one agent disposition per interaction, entered via the RingCX agent interface (standalone or embedded in the RingCentral app). We'd like to confirm two things:

    1. Is it currently possible — natively, or via any supported configuration — to record more than one agent disposition on the same voice interaction? If not, is multi-disposition support on the public roadmap?

    2. If multiple dispositions per interaction isn't supported, what does RingCentral recommend for capturing a secondary outcome on the same call?

    The customer would like to know if more than one agent disposition can be recorded against a single voice interaction. Based on RingCentral's own support documentation, our understanding is that RingCX currently supports exactly one agent disposition per interaction, entered via the RingCX agent interface (standalone or embedded in the RingCentral app). We'd like to confirm two things:

    1. Is it currently possible — natively, or via any supported configuration — to record more than one agent disposition on the same voice interaction? If not, is multi-disposition support on the public roadmap?

    2. If multiple dispositions per interaction isn't supported, what does… more

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19. Digital Routing "Longest Idle" should not treat an agent actively on a voice call as more idle than a truly available agent

    When a Longest-Idle style routing algorithm selects an agent for a new digital interaction (chat/email) and multiple agents tie on every other ranking factor (skill profile, rank, role), the routing engine falls back to comparing how long each agent has been idle since their last interaction ended.

    The issue is that idle time appears to be tracked using a single timestamp that only updates at the start or end of an interaction — and for voice calls, this timestamp seems to update only when the call ends, not when it begins. Digital interactions, by contrast, appear to update the timestamp both when they start and when they finish.

    This creates an inconsistency: an agent who is currently on an active voice call still shows an old "last activity" timestamp from before the call began, making them look like they've been idle longer than they actually have. Meanwhile, an agent who just finished a digital interaction is marked as recently active. As a result, the routing engine can select the agent who is busy on a voice call over an agent who is genuinely free, simply because the busy agent's stale timestamp makes them appear to be the "longest idle" option.

    Requested enhancement — either of the following would address this:

    Update the idle/recency timestamp for voice interactions when the interaction begins (not only when it ends), so it reflects real-time availability the same way digital interactions already do; or
    Provide an admin-configurable setting, at the account or queue level, for how "idle" is measured for routing purposes — for example: recency across all channels combined, channel-specific recency, or excluding any agent currently engaged in any interaction from being considered "idle" at all, regardless of timestamp.

    This would prevent new digital interactions from being routed to agents who are actively on a call while other agents are genuinely available, improving routing accuracy and customer response times in queues where concurrent voice and digital interaction handling is enabled.

    When a Longest-Idle style routing algorithm selects an agent for a new digital interaction (chat/email) and multiple agents tie on every other ranking factor (skill profile, rank, role), the routing engine falls back to comparing how long each agent has been idle since their last interaction ended.

    The issue is that idle time appears to be tracked using a single timestamp that only updates at the start or end of an interaction — and for voice calls, this timestamp seems to update only when the call ends, not when it begins. Digital interactions, by contrast, appear to update the timestamp… more

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20. Need a native feature equivalent to Amazon Connect’s flow resumption capability

    This feature request for RingCX asks to implement the ability to resume an IVR contact flow after an external PSTN transfer, a capability currently supported by competitors like Amazon Connect.

    Key summary points:

    The Problem: Currently, RingCX terminates the contact flow when a call is transferred externally. If the external party hangs up, the caller is disconnected.

    The Solution: Allow RingCX to anchor the call so that when the external party disconnects, the original caller is returned to the RingCX IVR.

    The Value: This is essential for routing callers to post-call CSAT surveys after speaking with an outsourced agent, using third-party PCI-compliant payment gateways, or consulting external specialists.

    The Ask: Build this feature natively, or publish official documentation if a technical workaround already exists.

    This feature request for RingCX asks to implement the ability to resume an IVR contact flow after an external PSTN transfer, a capability currently supported by competitors like Amazon Connect.

    Key summary points:

    The Problem: Currently, RingCX terminates the contact flow when a call is transferred externally. If the external party hangs up, the caller is disconnected.

    The Solution: Allow RingCX to anchor the call so that when the external party disconnects, the original caller is returned to the RingCX IVR.

    The Value: This is essential for routing callers to post-call CSAT surveys after speaking with an outsourced agent, using… more

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