1613 results found
-
Update agent state
Current Behavior:
When an agent remains in the "Pending-Disp" state for an extended period after each call, the Supervisor is unable to change the agent's status back to "Available."
Expected Behavior:
The Supervisor should be able to change or update an agent's state directly from the Supervisor Dashboard when the agent remains in "Pending-Disp" for an extended period. Ideally, the Supervisor should also have the ability to manually change an agent's state to "Available" from the Supervisor Dashboard, regardless of the agent's current state.
Business Value:
Improved Agent Availability – Allows supervisors to quickly return agents to "Available", helping maintain…
1 vote -
Engage Digital -Ability to change the language settings in the user interface
Currently you can only change the language from the admin but not on the user interface
1 vote -
Prevent Unexpected Session Interruptions when accessing voicemail notification links
Feature Request: Prevent Unexpected Session Interruptions
Please enhance session handling to prevent active agent sessions from being unexpectedly interrupted when accessing voicemail links. Interruptions can disrupt ongoing work, cause agents to lose progress or context, and result in an inconsistent user experience.
Ideally, sessions should remain active while work is in progress or provide a clear warning and recovery mechanism before timing out. This enhancement would help agents complete tasks more reliably and provide users with a smoother experience.
1 vote -
Increase the maximum capacity limit for RingCX Analytics Historical Reports beyond the current platform limitation of 80,000
Request: Increase the maximum capacity limit for RingCX Analytics Historical Reports beyond the current platform limitation of 80,000 rows, 80,000 columns, or 80,000,000 cells. According to the current RingCX Analytics platform capacity documentation, reports exceeding this limit only display partial results, with the option to export the full dataset as a raw CSV file.
Business Justification: The customer generates large volumes of historical analytics data and is reaching the current reporting limits. The existing capacity restricts their ability to view and analyze complete datasets directly within RingCX Analytics, resulting in additional manual effort to export, process, and review data externally.
…
1 vote -
prompt
Feature Request: We need a way to identify where prompts are used.
Searching the Workflows and Queue Events to identify where a prompt is used is time consuming and subject to human error. Please add information to the Audio Library identifying the usage of each prompt.1 vote -
voicemail
When checking voicemail, it shows a time if the voicemail was today and a relative date if it was in the past, "yesterday". When you click on the voicemail, you cannot see a date or time stamp. Having a date or time stamp would be very helpful.
1 vote -
Ringcx Supervisor ability to assign queue to agents
Ability for a supervisor to assign queue to agents and update their session.
1 vote -
Reduce RingCX Live Transcription Delay
RingCX live transcription currently has an estimated 2–3 second delay compared to RingEX. In RingEX, the conversation appears almost immediately as the agent and customer are speaking, while RingCX takes a few seconds for the transcript to appear.
It would be helpful to reduce the transcription latency in RingCX and provide a more real-time transcription experience similar to RingEX.
1 vote -
Disable Cold Transfer Functionality in RingCX
Feature Request Title:
Disable Cold Transfer Functionality in RingCXFeature Type:
Enhancement RequestBusiness Need:
Customers would like the ability to disable the Cold Transfer option in RingCX to ensure agents follow established call-handling procedures. In many contact center environments, agents are required to complete a warm transfer process to provide proper context to the receiving party before transferring a caller. The current availability of the Cold Transfer option may lead to inconsistent customer experiences, insufficient handoff information, and reduced quality assurance compliance.Requested Enhancement:
Provide an administrative setting within RingCX that allows administrators to:Disable the Cold Transfer option…
1 vote -
Ability to change default selection when transferring calls
At the moment, when we select the transfer button, the default selection is the phone book. We would like to change this to the Corporate Directory. This also includes the "Stay on call" option being selected by default. This should follow the last selected option instead of being enabled every time.
1 vote -
Searchable Call Dispositions
Issue:
After completing a call in the RingCentral app, agents are currently unable to search for relevant call dispositions. Agents must manually browse through the available disposition options, which makes it difficult to quickly locate the appropriate disposition.Business Impact:
This search functionality was previously available in RingCX and is an important part of our post-call resolution workflow. The inability to search dispositions creates additional operational friction, increases agent handling time, and may negatively impact the accuracy and consistency of call disposition reporting.Requested Enhancement:
We request that the Product team review this limitation and consider restoring searchable call disposition…1 vote -
Feature Request: Improve Error Handling for RCX Agent Profiles with Deleted/Unreachable REX Users
eature Request: Improve Error Handling for RCX Agent Profiles with Deleted/Unreachable REX Users
Product: RingCX (RCX)
Category: Feature Enhancement / Usability
Suggested Priority: MediumIssue / Customer Impact:
When accessing an RCX Agent Profile, the platform may display the generic error message:“An internal error has occurred. Please try again.”
In our investigation, we identified that the RCX Agent Profile was synchronized with a RingEX (REX) user whose extension had already been deleted. However, the error message does not indicate that the issue is related to the associated RingEX user or extension.
This resulted in additional troubleshooting and investigation time…
1 vote -
Feature Request: Extend RingCX Historical Queue Data Retention and Reporting Availability
Extend RingCX Historical Queue Data Retention and Reporting Availability
Product: RingCX (RCX)
Severity: High
Customer: Murfreesboro Medical Clinic
Background / Customer Request:
The customer required historical RingCX queue data for the period of June 9, 2025 through June 13, 2025 for reporting and analysis purposes.A TASC Consultation Case (31904150) was completed, and TASC successfully created and delivered the customer's requested custom report layout, "sw Queue Report Simplified v1.0 7.2.2026."
However, when the customer attempted to generate the report for the requested historical period, the report returned minimal to no results. Advanced Support and Tier 3 Engineering reviewed the available…
1 vote -
RingCX Live Chat to Automatically Check for Available Agents
RingCX Live Chat to Automatically Check for Available Agents.
Current behavior:
1. We have a targeting rule where the chat will only be available when there is at least one agent available.
2. A website visitor loads the website where the chat widget is found and the visitor came when no agent is available. So the chat is not available or grayed out.
3. An agent becomes available.
4. The website visitor still sees the chat as unavailable unless the visitor refreshes the website.Please make it so that the website visitor will no longer have to refresh the website…
1 vote -
Salesforce Partner Telephony Queue Management enablement with RingCX
The customer would like for Salesforce Partner Telephony Queue Management integration to work with RingCX. The feature is currently not supported by RingCX platform.
1 vote -
Voice Connection for External Number Option Across RingCentral Applications
Request:
Add support for the Voice Connection option to External Number on RingCentral Web App, Desktop App.Current Limitation:
The Voice Connection option to External Number is not available on the Web App and Desktop App.Requested Enhancement:
Provide the Voice Connection option to External Number across all supported RingCx applications so users can access and configure this functionality regardless of the platform they are using.Business Impact:
The lack of this option limits users who need to utilize Voice Connection while working through the Web, Desktop, or Mobile application. Providing consistent availability across platforms would improve usability and provide…1 vote -
Disable TT Accept for Calls from Track Number Routing in RingCX
Request:
Provide an option to disable the TT Accept prompt/action when an agent answers calls routed through Track Number Routing.Current Behavior:
When a call is received through Track Number Routing, the agent is required to use TT Accept to accept the call.Requested Behavior:
Allow administrators to disable the TT Accept requirement for calls originating from Track Number Routing. When disabled, the call should be automatically accepted once the agent answers, without requiring an additional TT Accept action.Business Rationale:
This would simplify the call-answering workflow and reduce unnecessary steps for agents handling calls through Track Number Routing. It…1 vote -
Feature Enhancement Request: Display Destination Name on Incoming Caller ID
Feature Enhancement Request: Display Destination Name on Incoming Caller ID
Feature RequestEnhance RingCX to display the Destination Name associated with an incoming call directly on the agent's incoming Caller ID/call presentation.
Current Behavior
When an incoming call is presented to an agent, the agent can see the caller information; however, the Destination Name that the caller dialed is not displayed as part of the incoming call information.
In environments where agents support multiple destinations, queues, departments, or business lines, this requires agents to determine which destination the caller reached before selecting the appropriate opening spiel.
Requested Enhancement
Display the…
1 vote -
Auto-assign RingCX agents to same team in ACE
For customers that use ACE with RingCX, the RingCX role integrates into ACE, but the team structure does not. It is called a group in RingCX. Our company groups the RingCX agent by departments (teams) that should automatically carry over into ACE. Map the RingCX group to ACE in the same way that Calario and other WEM products pull Cisco UCCX teams. We are having to manage permissions to recordings in two different systems. Honestly, the "Assign Manager" concept needs to be redesigned. Just have a team assignment method where a manager can be selected.
1 vote -
Allow phone numbers that are formatted with periods.
Allow phone numbers that are formatted with periods. When I copy some company's phone number, if they use periods, it can't be dialed.
1 vote
- Don't see your idea?