1613 results found
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More color themes for both dark and light modes
I would really appreciate having more theme options, as this is the primary platform I use throughout the day, and it is nice being able to change things up. Especially, since I am prone to migraines and so are some members of my team, and there are limited options for both light and dark modes.
1 vote -
Add ability to open or preview PDF files instead of downloading
Currently, when a customer sends a PDF file via digital channels, agents are forced to download the file locally to their machine every time they need to view it. This creates unnecessary friction in the agent workflow, clutters local storage, and can introduce potential security compliance risks depending on the data handling policies of the organization.
I would like to suggest adding a built-in PDF previewer directly inside the RingCX workspace.
If that is not possible, I'd like to have the option for a "Save as" dialog box to open so we can select to open the file instead of…
1 vote -
Meaningful error message for Bulk CSV update in Channel Manager
BUSINESS CONTEXT
Professional Services and admins must resort to time-consuming trial-and-error. They might give up and perform changes manually.There is a not-obvious workaround of opening DevTools to see the actual error message.
SOLUTION SUMMARY
Implement downloadable, line-level error reports for RingCX bulk channel CSV imports, mirroring the existing user experience in RingEX (e.g., Bulk User Creation and External Shared Contacts Directory)DETAILED REQUIREMENTS
1. Downloadable Error Report:
- Provide a "Download Error Log (CSV)" button when an import contains invalid rows.
- The generated file must preserve the original uploaded CSV structure/columns and append an additional final column labeled…1 vote -
Feature Request — Extend Agent Call History to 7 Days
Customer Request:
Allow agents to access and review their call history for at least the previous 7 days.Current Behavior:
There is currently a product limitation on the available agent call history period, and administrators do not have an option to extend the agent call history view to 7 days.Customer Requirement:
The customer would like agents to be able to review their historical calls from the previous 7 days for operational and call review purposes.Business Use Case:
Agents may need to review previous calls to identify specific customer interactions, verify call activity, reference previous conversations, or assist with…1 vote -
Feature Request — Queue-Level Timezone Configuration
Customer Request:
Allow administrators to configure the timezone independently at the individual queue level instead of inheriting the account/billing timezone.Current Behavior:
The queue timezone is currently tied to the account/billing timezone. There is no available option to configure a different timezone for an individual queue.Customer Requirement:
The customer has queues operating across different time zones and needs to configure each queue based on its operational/business timezone.Priority/Justification:
This enhancement would provide greater flexibility for customers operating contact centers or business units across multiple time zones and would allow queue schedules to accurately reflect their respective local operating hours.1 vote -
Pre-chat dropdown menu
The current setup for the pre-chat survey is insufficient for those with accessibility needs e.g. voiceover.
Currently, when you create a category dropdown menu the default selected is a blank box. When you hover over this, it says "please select an item in the list.". This wording should be within the box itself to help those with accessibility needs.
1 vote -
Reliable Canada-to-Canada Call Transfers
Request:
Please consider adding support for reliable Canada-to-Canada call transfers without requiring the use of a non-Canadian caller ID or a Canadian carrier workaround.Customer Impact:
The customer reports that Canada-to-Canada transfers previously worked but are now inconsistent, with some transfers completing successfully while others fail. This is impacting their ability to reliably transfer calls to external Canadian numbers and has raised significant concerns about the viability of the service.Requested Enhancement:
Provide a supported and reliable routing solution for Canada-to-Canada call transfers, regardless of whether the destination is another RingCentral customer, while maintaining the appropriate Canadian caller ID and…1 vote -
Voicemail box for Play Announcement
There should be an option to left voicemail if there is no answer and forward the call for play announcement
1 vote -
Block Incoming CX Calls When Agent Is Already on an Active EX Call
Request:
Please submit a feature enhancement to prevent incoming CX queue calls from being presented to an agent who is already engaged in an active EX call.Current Behavior:
When an agent is on an active EX call and an incoming CX queue call is received, the CX call may interrupt the ongoing call, place the active call on hold, and cause the agent's status to change to RNA.Requested Behavior:
When an agent is already engaged in an active EX call, incoming CX queue calls should be blocked or prevented from being offered to that agent until the agent…1 vote -
Ability to control playback speed for variable audio that is captured in a workflow
Need the ability to control playback speed for variable input audio that is captured in a workflow, e.g. credit card number. We want to make the playback slower so that the caller can clearly understand the number.
1 vote -
A report that will show the agent base state of working and the call ID of the call before that base state is used.
We need a report that will show us the calls before an agent went into the working state.
1 vote -
non RingCX users to have access on RingCx voicemail once a voicemail notification is received.
Description:
Provide a secure capability for external users to retrieve and listen to voicemail messages left in RingCX. This could be implemented through an authenticated voicemail access flow (such as mailbox identification and PIN verification).Business Need:
Customers and external users sometimes need to access previously submitted voicemail messages without requiring an internal agent to retrieve and relay the message. A secure retrieval option would improve self-service capabilities while maintaining voicemail privacy.Security Requirements:
Require authentication before voicemail playback
Prevent unauthorized access to mailbox contents
Allow administrators to enable/disable the feature
Provide audit logging for voicemail access1 vote -
Allow Agent Connect Message for SMS
Currently, Agent Connect Messages do not work for SMS. It would be nice to streamline that and have it also work for SMS so that agents do not have to copy and paste a reply when connecting with customers.
1 vote -
More Flexible Targeting Rule Options
Use Case
We use targeting rules to control when buttons and channels are shown or hidden on the website based on operating hours and/or agent availability. At scale, this becomes difficult to manage because separate rules are required for different channels and variations such as weekday and weekend opening hours.
Currently, this results in managing hundreds of targeting rules, creating significant manual overhead. This becomes particularly challenging when managing exceptions such as bank holidays, when individual rules need to be identified, reviewed and updated manually.
There is also a challenge with timezone management. Targeting rules currently operate based on the…
1 vote -
Increase Maximum Preview/Progressive Call Delay Timer Beyond 180 Seconds in RCX
Feature Request Title: Increase Maximum Preview/Progressive Call Delay Timer Beyond 180 Seconds in RCX
Customer / Account Name: Electronic Caregiver
Contact: Tommy Coon (Senior Director, CX Tech and Operations Strategy)
Current Functionality:
In RingCentral Contact Center (RCX), the maximum configurable duration for Progressive / Preview Call Delay is capped at 180 seconds (3 minutes).
Requested Enhancement:
Allow administrators to set a higher maximum threshold (or remove the 180-second cap) for Preview Call Delay at the campaign/queue level.
Business Use Case / Justification:
The customer's agents require extended time to review complex lead information and history after a lead is fetched…
1 vote -
Clarify Smart ACR Documentation
The current Smart ACR documentation is confusing because the introductory description does not accurately reflect how the feature actually behaves.
The article begins by stating:
"Smart ACR determines when to play a recording announcement based on the area code and number dialed."
Based on that wording, many administrators will assume Smart ACR is primarily a notification or announcement feature.
However, later in the same article, the documentation states:
"Calls to locations where one-party notification is required: Smart ACR will automatically record these calls."
and
"Calls to locations where two-party notification is required: These calls will not be recorded automatically..."
Those…
1 vote -
Text Vorlesen beim bestimmten Status
Beim bestimmten Status der RC App zB Mittagspause sollte man eine Bandansage aufnehmen/importieren, abspielen und auf Voicemail umleiten dürfen. So ähnlich wie bei einer Regel, dort sind aber die Zeiten ziemlich fest vorgegeben, während eine Mittagspause ziemlich dynamisch verlaufen kann.
1 vote -
Enhance RingCX System-Wide Outage Communication and Browser Compatibility Notifications
Description:
Request enhancements to improve customer communication during system-wide incidents and browser-related service impacts within RingCX. Suggested features include:Display a real-time in-app service status banner when a known outage is detected.
Provide a direct option to contact a live support agent from the login screen or error page during major service disruptions.
Show estimated restoration times and incident updates when available.
Include a link to the service status page so customers can monitor ongoing incidents.
Present clear, user-friendly error messages that distinguish platform-wide outages from account-specific or login-related issues.
Add the ability to broadcast notifications regarding browser updates or…1 vote -
Revert lost Analytics reports once an Admin has been recreated
Revert any lost Analytics reports once an Admin has been recreated
1 vote -
Automatic Restoration of Auxiliary State After Reconnect
Summary
Request to enhance RingCX agent state handling by automatically restoring the previously assigned auxiliary state (reason code) after a session reconnect or brief network interruption.Background
Currently, when an agent experiences a temporary network disruption or session reconnect, the system may restore only the base state (e.g., “Working”) without the associated auxiliary state (custom reason code). While the backend retains the correct state for reporting and analytics, the agent’s UI may display an incomplete or generic state.This creates a mismatch between the agent interface and the Live Dashboard, which can lead to confusion and unnecessary troubleshooting.
Problem Statement…
1 vote
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