472 results found
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Add filter for Holiday 'Queue is Open' System Alerts
Issue:
The system is not configured to check the holiday schedule, causing it to send alerts that a queue is open even when it is closed for a holiday.Proposed Solution:
Add a filter option to the alert system that allows it to check the holiday schedule. This filter would prevent "queue is open" alerts from being sent on scheduled holidays, ensuring the alerts accurately reflect the operational status of the queue.81 votes -
Quality of Service (QoS) Portal for RingCX Calls
Implementing a Quality of Service (QoS) Portal in RingCX would allow visibility into whether call quality issues originate from the agent’s side or the caller’s side.
66 votes -
hashtag # in RCX (IVRs and queue events)
customers would like to have the Hashtag in the list of possible DTMF codes in IVRs and Queue events.
43 votes -
Have search option of dial group added to Ring Sense
We would like the ability to search by campaign dialing groups in Ringsense
40 votes -
Last Agent Routing with Outbound Dialer
RingCX supports last agent routing only if a call has connected to an agent previously.
Request for a feature enhancement - include outbound dialer attempts in which a lead is calling back in after missing the call, and route to the last agent who called out to them utilizing the Route to Last Agent queue event.33 votes -
Function to Disable Extensions
We would like to implement a functionality to disable the extensions for certain Representatives from receiving external calls or direct transfers. We want to ensure the only calls received are through a skill.
31 votes -
Provide import/export functionality for Phonebook, Blocked Numbers and name/comment fields for all entries
I would like to suggest a couple of feature enhancements to simplify the use and management of the following:
- Phonebook (Agent Tools and Voice queues and skills)
- Special ANI (Voice queues and skills)
- Blocked ANI (Channels)
Currently, we can only add a name and note to individual Phonebook entries in Agent Tools. It would be highly beneficial if we could add this functionality Special ANI and Blocked ANI to allow customers to better manage and identify phone numbers.
We can currently only import numbers natively through the RingCX admin portal for Special ANI. It would be helpful if we had…
29 votes -
calls whatsapp using Cloud API
Meta released the Cloud API Calling allowing user to call companies through WhatsApp. Companies have to be registered as WhatsApp business
https://developers.facebook.com/docs/whatsapp/cloud-api/calling
This "API" was on beta in Brazil, Indonesia,etc. It is now globally available.
It is a highly requested feature, due to the public availability on WhatsApp.
It is important to associate this idea to another one "outbound whatsapp with RCX UI" https://ideas.ringcentral.com/forums/966594-ringcx/suggestions/48515087-outbound-whatsapp-within-rcx-agent-ui
it will allow to send messages directly to a customer while on call. (in this case, template are not required)
user initiated calls to business are free and there is a cost for business initiated. The…23 votes -
RingCX needs to display inbound callerID for calls coming into our Voice Queues.
Currently, all inbound calls to our RingCX Queues will only show the callerID as, "UNKNOWN."
Meanwhile, callerID works just fine for all inbound calls coming into RingEX.
This function needs to exist so that our Agents can better identify our customers as the call in.
21 votes -
Add Opt-In Surveys at Call Start, Auto-Prompted at Call End
Add Opt-In Surveys at Call Start, Auto-Prompted at Call End
As a head of a centralized call center with agents that support multiple businesses and call queues, I’d love to see RingCentral add a simple but powerful feature:
When a customer calls in, they could press a key at the beginning of the call to opt-in to a quick survey. After the agent disconnects, the system would automatically play the survey.
Here’s why it matters:
- Seamless customer experience: No agent involvement, no awkward “Would you like to stay on the line?” interruptions.
- Accurate feedback: Surveys are tied directly…19 votes -
Inbound Queued Callback option in Queue Events, it's only in DTMF sub-Queue Events options which is limiting
For some reason you can set a DTMF Queue event to be an Inbound Queue Callback, but you can't do it from the Queue Event itself. Every other option is there, but that one is missing. It seems a bug or missed item since it would only enhance the options available?
There are many reasons for a queue event to go to Callback rather than requiring a DTMF selection to do it.
17 votes -
Ability to Set Skill Weight/Proficiency
Currently, RingCX does not provide the capability to define individual skill weight or proficiency for each agent individually. This capability is essential because it will:
- Reduce the need to create a separate skill ("Sales Proficiency 1", "Sales Proficiency 2", "Sales Proficiency 3" and so on) for each weight or proficiency level.
- Simplify and reduce the level of effort when creating and assigning skill profiles to agents.
- Streamline skill assignment within queue routing by enabling the selection of a required skill and the definition of a specific weight or proficiency range and order (high to low or low to high).
17 votes -
RingCX Feature Request: Native Integration for RingEX Call Queue Transfers
When an agent is using the RingCX application, they have the ability to transfer calls to RingEX users and see their extensions in the corporate directory. However, there is no native integration that allows RingCX agents to transfer calls directly to RingEX call queues. The customer is currently using a workaround where they manually upload the DIDs of the RingEX call queues into the RingCX phone book, which allows for transfers as if it were an external contact. This is a time-consuming and inefficient process that requires manual maintenance whenever a call queue is changed or added. The customer would…
16 votes -
Outbound Default and Custom Lead Field Order/Ranking
Clients need the ability to define the order in which standard and custom lead fields show within the agent interface. When creating custom lead fields "One", "Two", and "Three", the order shown to the agent is identical to the order in which custom fields were created (most likely by chance); however, when adding "six", "five", and "four", the order in which fields show has no logic as these show in the order "six", "four", "One", "Two", "five," and "Three." Generally, customers want and need the ability to set a rank in the same way as exists for disposition.
14 votes -
Omnidirectional Allow RingCentral App Channels
We would like the "Allow RingCentral App Channels" setting to sync both ways. It has been described as Unidirectional. Currently on a RCX Call, we could still get a direct call to our office line. We would like presence to sync both ways so that our agents don't get another call while on a CC call.
14 votes -
Simultaneous Ring option for Call Queues/Skill
It would be nice to have an option to ring all agents simultaneously under a Call Queue. This would:
• Provide the possibility of a shorter wait time for callers
• Avoid caller abandons
• Help in user data analyzation on who picks up the most/least calls14 votes -
SayVAR Node: Option To Save Text2Speech As Audio File
The SayVAR Node in Workflows allow you to enter in Text 2 Speech. Whilst this feature is excellent, it has to render the speech for every call.
As an idea to improve this feature, adding the ability to automatically render and save the Text 2 Speech as an audio file within the SayVAR node would massively improve efficiency, resilience, and reduce costs - adding a lot of convenience to the system.
14 votes -
Filter for Supervisors and Agents
Having a filter in the Agents tab to be able to show only Supervisors, and allow them to be mass selected would be extremely useful for bulk edits. Currently you have you manually select each supervisor one by one.
14 votes -
Real-Time Call Recording Availability for Compliance
Currently, call recordings can be delayed by up to 1.5 hours, which hinders urgent compliance verification and exceeds business requirements.
This feature request proposes improving the recording system to ensure real-time or near-real-time availability of call recordings, allowing:
Immediate access for compliance or quality checks.
Faster resolution of disputes or customer issues.
Reliable tracking and auditing of calls in alignment with business needs.The goal is to enhance operational efficiency, compliance readiness, and overall reporting accuracy.
13 votes -
Ability to Change Time Format in RingCX CSV Reports from Seconds to HH:MM:S
When downloading a report in CSV format, there should be an option to change the time format from seconds to hours:minutes:seconds (hh:mm:ss).
13 votes
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