756 results found
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Admin Roles and Permissions Access Control
Add a dedicated permission within the Admin Role section that allows organizations to grant or restrict access to Roles and Permissions for individual administrators.
Currently, administrators cannot be given broader account-management capabilities, such as account visibility and managing users or queues, without also receiving access to roles, permissions, and access-control settings.
The requested enhancement would allow some administrators to manage operational areas of the account while preventing them from assigning roles, modifying role permissions, or granting and removing permissions for other users.
This would support a clearer separation between account management and access governance, while reducing the risk of unauthorized…
29 votes -
call back to follow queue business hours
We have a CX Queue called RPS. On Fridays, the queue closes at about 4:30pm. The agents log off and go home. Sometimes there is a requested callback still waiting to happen. The next morning, the RPS agent arrives at 6:45am for our 7:00am opening of the rehabilitation department. The agent needs to log in to receive any calls concerning the 7am appointments, like late arrive or cancelling the appointment. This agent then at 6:45am fields the callback that was left the previous night. This is too early to be calling patients. We would like that callback to start at…
24 votes -
Configurable Auto-Resolve Settings for SMS Shared Inbox
Customer is requesting additional configuration options for SMS Shared Inbox conversation management.
Current behavior automatically moves SMS conversations to the “Resolved” folder after a certain period, which the customer reports is causing confusion and inconvenience for users managing ongoing conversations.
Requested enhancements:
Ability to disable automatic movement of SMS conversations to the “Resolved” folder.
Ability to configure or extend the auto-resolve interval before conversations are moved to the “Resolved” folder (e.g., allow longer retention periods such as weeks or months).Customer also noted that replying to a resolved conversation starts a new active thread while previous messages remain in the…
17 votes -
Omnichannel & Scheduled Callback for RingCentral RingCX Handled in Workflows
Advanced Omnichannel & Scheduled Callback for RingCentral RingCX Handled in Workflows
The current "Callback in Queue" functionality in RingCentral RingCX is bound strictly to individual queue events, creating operational gaps and falling short of modern CCaaS market standards. This proposal outlines a comprehensive enhancement to transition RingCX from a basic, reactive voice-callback mechanism to an intelligent, omnichannel, and customer-scheduled callback ecosystem.
By embedding callback logic directly into the IVR workflow and digital routing engines, RingCX will empower administrators with precise operational control, provide agents with critical customer context, and offer customers unprecedented flexibility across voice and digital channels.Implementing these…
13 votes -
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.88 votes -
Add Busy Tone and Announcement options for RingEX calls during active RingCX sessions
Current Behavior: The "Send RingEX calls to voicemail" feature currently routes all direct calls to the user’s personal voicemail while they are on a RingCX call. There is no alternative for organizations that do not use voicemail or want to avoid agents managing a personal inbox backlog.
Proposed Solution: Expand the current "Send to Voicemail" permission into a selectable menu with three additional handling options:
Busy Tone: Disconnect with a busy signal to indicate the agent is occupied.
Announcement Only: Play a "User is busy" recording and disconnect without allowing a voicemail to be left.
Forwarding: Route the direct call…
20 votes -
ring CX call id
When receiving an incoming call from an employee their name is not displayed unless they are on the ex side only. This causes confusion on who is calling. We would like for the employees name that is calling any internal extension to be displayed on the incoming call whether they are cx or ex
19 votes -
callback callerID
Q callbacks can only be provisioned with the CID of an existing queue. This does not use the Q's Manual Outbound or Transfer Override Caller ID settings. It appears its using a phone number assigned to a channel that routes the call to the Q.
Customer is requesting an option to include / enter an external number as the CID.
Currently, if another number is entered in the "Callback from Queue" field, it is disregarded and uses the default queue, which results in the channel's phone number assigned to the Q.
Customer supports multiple residential properties and all calls originally…
7 votes -
Robo calls and Spam caller detection
This feature bolsters operational efficiency for our customers by filtering out unwanted calls that disrupt daily business workflows.
22 votes -
RCX AGENT DIALPAD
RCX Agent Dialpad should be added on Agent Tab in RingCentral App.
This means that the Dialer/Dialpad within RingCX Tab has RingCX CallerID's by default and will have no option to use RingEX lines as OB Caller ID. This will enhance and minimize agent errors when making an outbound call.12 votes -
Unified interaction routing: Detect forwards in real time and auto-close the orphaned interactions
Problem Statement:
Currently, when an agent forwards a digital interaction (like an email) to another channel or department, the system behaves differently than a standard requeue. Instead of seamlessly transferring the work, the system leaves the original interaction in an open state and generates a completely new, disconnected interaction for the forwarded item.Business Impact:
-Agent Confusion & Friction: Agents must perform multi-step manual wrap-ups to close the original interaction, increasing Average Handle Time (AHT).
-Fragmented Journey: Splitting the interaction breaks the historical thread, making it harder for the next agent to see the full context.
-Administrative Burden: Our admins…8 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.37 votes -
Channels
Have the ability to download ALL channels, through the RingCX channel section.
Currently, only Voice Channels are exported into .csv.
Making it so ALL channels (voice, digital) are exported to the list, would make a more streamlined experience.7 votes -
RCX SFTP configuration - Be able to define SFTP port number
A customer has requested the ability to use a custom SFTP port within RingCX. Currently, the product connects only via the default SSH port (TCP 22), but some clients require a different port for security or network reasons.
Adding support for a configurable port would improve client compatibility and help reduce integration issues.
10 votes -
Ability to see the weighted mean on Real Time Dashboards
Ability to see the weighted mean on Real Time Dashboards
Currently, on the Total Row in the Real Time Dashboard, if the data is regarding Average SOA or Average Queue, it only calculates by adding the Average SOA per queue then dividing it by the total number of queues disregarding the amount of calls answered by each queue. It would be benificial to change the logic to weighted mean for data that involves average.15 votes -
Ability to control the start and end times for Callbacks generated from Inbound Queues
Need the ability to control the start and end times for Callbacks generated from Inbound Queues in order to prevent calling customers in different time zones too early or late.
8 votes -
Ability to pause recording on transfer to queues that have call recording disabled
Current Behavior: Call recording persists uninterrupted after a call is transferred to any destination.
Requested Behavior: Automatically stop or pause call recording the moment a call is transferred to a call queue that has recording disabled.
Justification: Ensures data privacy and compliance standards are maintained automatically without relying on manual agent intervention.
8 votes -
Dispositions
Complete tally of all Dispositions per Agent. Please list all Dispositions in the Analytics>Historical Report>Standard>Dispositions>Agent Disposition. Currently, it is only showing the ones the agent is been using, we would like also to have the data of the ones the agent is not using.
14 votes -
When trying to requeue a call, it is impossible to cancel the requeue without hanging up the call.
When you are in RingCX and on a call, if you requeue a call and select stay on the call, it will put the customer on hold. Taking the customer off hold does not end the requeue and causes the agent to hear a beeping until the requeue is either successful or the call has ended. There is no option anywhere to end the requeue.
This has been replicated on RingCentral’s internal RingCX account.Functionality wanted: To be able to cancel the requeue without having to fully end the call.
43 votes -
Ability to back-up/export and Import/restore a RealTime Dashboard/Wallboard
I have a wallboard that took quite a while to develop and perfect and get sign-off on, and it's attached to an admin user that RC wants to remove and re-create to solve a different issue.
There is currently no way to back-up/restore a realtime dashboard/wallboard.
Because of a hierarchy issue, my user cannot even "share" the dashboard with another active admin (related to the issue causing the remove/re-create situation)
Other areas in CX solved this by allowing export to JSON etc. Please add a backup option.
9 votes
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