60 results found
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RCX | API for Call Recording Retrieval
Description
• API in RingCX that allows programmatic access to call recordings, equivalent to APIs available in other RingCentral platforms.• The API should enable customers to retrieve call recordings and related metadata for integration with external systems.
Requested Capability
API endpoints to:
• List available call recordings
• Retrieve call recording metadata (Call ID, agent, queue, date/time, duration)
• Securely download call recording files
Business Value / Use Case
• Enables integration with QA, compliance, analytics, and archival systems
• Supports automated auditing and monitoring workflows
• Reduces manual effort for supervisors and administrators
• Provides feature parity with…
2 votesPlease visit https://developers.ringcentral.com/
This has been implemented across several controllers.
- List and Metadata: The Integration Report Controller provides endpoints to build reports containing interaction metadata (Call ID, agent, duration, etc.). Specifically, /integration/v2/admin/reports/accounts/{subAccountId}/interactionMetadata returns an array of metadata including recording URLs.
- Secure Download: The call-recording-access-controller provides the GET endpoint /internal/v1/calls/recordings specifically to stream/download the recording file.
- MP3 Format: The Utility API includes the /v1/admin/accounts/{accountId}/utilities/audioFiles/{fileName}/mp3 endpoint to convert and stream recordings as MP3 files.
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RingCX HubSpot Extension Ability to send SMS
While using the RingCX HubSpot extenstion you should be able to send SMS by hovering over the contact records phone number just like you can with the EX extension. You should also be able to send SMS through the workflows with the CX extension. It is inefficient to have agents go back and forth between EX and CX so they they can do SMS.
1 voteRingCX for Hubspot offers click to SMS
Click to SMS
If you have access to digital interactions, and an SMS channel is configured, you can click the
SMS
icon next to any phone number in HubSpot to initiate an outbound text message.
https://support.ringcentral.com/article-v2/Navigating-RingCX-for-HubSpot-as-a-user.html?brand=RingCentral&product=RingCX&language=en_US
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RingCX HubSpot Extension Ability to send SMS
While using the RingCX HubSpot extenstion you should be able to send SMS by hovering over the contact records phone number just like you can with the EX extension. You should also be able to send SMS through the workflows with the CX extension. It is inefficient to have agents go back and forth between EX and CX so they they can do SMS.
1 voteClick to SMS
If you have access to digital interactions, and an SMS channel is configured, you can click the
SMS
icon next to any phone number in HubSpot to initiate an outbound text message.
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Allow Multiple Agents to Save Disposition Notes Separately in Salesforce During Call Transfers
When a call is transferred internally, the agents are unable to save both sets of notes when dispositioning the call. The notes from the first agent are replaced by the notes from the second agent.
Steps to Reproduce:
• The receiving agent shared the SFDC link with the previous agent (The agent who's transferring the call) to allow them to leave their notes.
• The second agent, who received the call, then entered the disposition note within the Phone App on Salesforce.
• However only the second agent's note will be left saved in SalesforceBackground:
• The Phone app…
15 votesIf you're using the RingCX for Agent Embedded CTI Adapter with Salesforce to transfer a call internally, each agent can add their own notes.
Here's how it works:
- Agents can type notes into the notes field within the adapter during the call.
- After the call is transferred, each agent's individual notes will be saved and can be viewed in the comments section of the notes.
This ensures a smooth handoff and a complete record of the conversation.
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Caller Line Identification (CLI) matching when multiple Dynamics contacts share the same phone number
RingCentral Dynamics integration handles Caller Line Identification (CLI) matching when multiple Dynamics contacts share the same phone number.
Increase the threshold for CLI matching, or
Allow a manual selection from the list when multiple matches are found.
4 votesThank you for reaching out with your feedback regarding the RingCX for Dynamics integration for Caller Line Identification (CLI) matching. We understand your request to increase the threshold for CLI matching or to allow a manual selection when multiple contacts share the same phone number.
The ability to manually select from a list of multiple matches is already a feature within the RingCX for Dynamics 365 integration. When multiple contacts are found, you will see a list from which you can choose the correct one.
For detailed instructions and to learn more about navigating this feature, you can refer to our user guide:
https://support.ringcentral.com/article-v2/Navigating-RingCX-for-Dynamics-365-as-a-user.html?brand=RingCentral&product=RingCX&language=en_US
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Ability to park a RingCX call in a public location that can be picked up by RingCX or RingEX user
Our call center agents need the ability to park a call in a public location (*8## assigned by system) so that they can be picked up by a RingEX user calling that parked location. This can be done in RingEX, but not RingCX. Often calls come into our call center using RingCX that cannot be transferred because the RingEX user is busy on another call and the caller wants to wait. We don't want the RingCX agent to be tied up with a call on hold waiting.
3 votes -
1 vote
This is supported via the Utility API.
- Upload: POST /v1/admin/accounts/{accountId}/utilities/audioFiles allows for programmatic uploading of audio files.
- Modify: PUT /v1/admin/accounts/{accountId}/utilities/audioFiles/{fileName}/rename allows for renaming/modifying existing files.
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moving agent from one agent group to another
Ability to move an agent from one agent group to another without deleting and recreating the agent profile.
4 votesYou can move agents between groups. When you open agent details in RCX Admin, click three dots menu in the top right corner and select Move. Then choose the group where you want this agent to be moved to.
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Remove/disable emojis and gif for RCx digital chat responses
Remove/disable emojis and gif for RCx digital chat responses
2 votesWhat is the interest of disabling emojis and gifs?
Why can't the agents be instructed to not use them?
Here's what exists already:
- With the new Agent roles, you can restrict the use of emojis
- With the new setting in the Engage Messaging channel in RCX, we can deactivate attachment sending for agents altogether
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RingCX agents should be able to place outbound calls to a RingEX agent's extension without being on the other line
RingCX agents should be able to place outbound calls to a RingEX agent without having to type their full phone number.
Currently the RingCX agents are unable to place outbound calls to RingEX extensions/names of RingEX agents unless there is a customer on hold to be transferred. The only way is typing out the full phone number of the RingEX agent or Hunt group you have assigned with-in the company3 votes -
RCX - Incoming Call, pops up in front of all the applications
Hi Team,
My client is asking if we have a way for the RingCX to pop-up in front of all the windows open on their screen/monitor in order for them to be notified that there is a new incoming call.
Currently, they understood that their agents need to put their headsets on so they can hear the ring for a new incoming call(as they are doing manual accept call).
i did also advise them to organize their screen window so that the rcx phone tool is always showing somewhere in their screen/monitor. However, their agent cannot always regularly checkthe chrome…
27 votes -
delete channels in RingCX
Currently, we don't have an option to delete the channels in RingCX. Raising this feature request to have the ability to delete channels in RingCX.
1 voteThis has already been implemented in the new Channel manager (Beta)
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Remove numbers from the DNC via the API
Currently we can only remove numbers from the DNC manually.
It is very tedious.1 votePlease review https://developers.ringcentral.com/engage/voice/guide/dialing/dnc/dnc-list
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Notes availability for the Agents while using SPOG/ RC App.
Availability of "Notes' field" during a call for an Agent. This is only available on RCX website for the Agent Tile but not if they're using SPOG/ RC App.
1 vote -
turn off chat during after hours
To have an option in queue events that will automatically turn off the chat during after hours.
1 vote- A queue event exists already that will stop routing and send back an automated messages
- In Messaging targeting rules there are conditions to show the chat or not based on time of day, day of week etc.
- We have also added "Show chat widget based on agent availability" currently in beta, available by request
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Instantly flagged for token renewal
The request is to instantly flag the need for token renewal. When a platform such as Instagram, Facebook does some update, the RingCX connected to it may be flagged of changes possible renewing the token from RingCX end.
2 votes -
PC Ring Behavior in CX with Headsets
Allow calls to audibly ring on the PC even when a headset is connected, similar to how this works in RingEX.
2 votes -
Provide an API that Allows a 3rd Party Platform to Obtain Disposition and Notes from a Completed Call
Provide an API that Allows a 3rd Party Platform to Obtain Disposition and Notes from a Completed Call. Typlically, this would be an CRM that pulls the data rather than RCX that pushes it.
3 votes -
Adjustable Metrics in RingCX Analytics
Currently, metrics run on unclear definitions that make it challenging to know if what you're looking to report on is reflecting in the data referenced.
For instance, upon first glance at an Agent Conduct report, it looks like Avg Talk Time is the Talk Time divided by Agent Assigned vs "the average time customers spend on the phone connected to an agent or IVR. per call segment" (as defined by the glossary).
Customer should be able to change what data is referenced and have it show something like Talk Time divided by Agent Connected (excluding time in IVRs).
1 vote -
API Update to show Customer's Phone Number
Ability to show the Customer's Phone Number on the dispatcher's screen when the driver calls. Looking for an additional RCX field to pull from the API to show the customer's number.
1 voteThe API already exposes the customer's phone number (ANI) in multiple real-time and reporting objects.
- Interaction Metadata: The RCInteractionMetaDataV6 and RCInteractionMetadataV5 objects both include the interactionCallingAddress field, which contains the ANI/customer phone number.
- Active Calls: The ActiveCall object explicitly includes the ani field.
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