460 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.79 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.32 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.
64 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 -
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.
29 votes -
Chat Popout Option
Allow Client/User to pop chat out of current window and create new window for just chat (incase they need to navigate away from the window).
10 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…17 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 -
Ability to filter the number added in route properties for all workflows
Ability to filter the numbers added in route properties for all workflows instead of checking them manually. It will be efficient and time-saving if there's an option for this. In this way, we can change the number added to another number we prefer and resolve the issue as soon as possible.
9 votes -
Manually assign call back request to agents
Manager would like the option to assign out callback to agents and then have agents pick up those calls once available
11 votes -
Automatic Greeting/Announcement on Outbound Calls Made Within RingCX
Currently there is no real option in place to have an announcement played within CX when making an outbound calling. We currently are looking at recording our calls for inbound and outbound that come through CX, inbound we can add an announcement through the IVR to inform the user that the call is being recorded. However outbound there is no IVR that we can put this announcement in. It would be nice if there was the ability to have an outbound IVR to announce the call is being recorded before the call connects.
11 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…
15 votes -
Have search option of dial group added to Ring Sense
We would like the ability to search by campaign dialing groups in Ringsense
39 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.
12 votes -
RingCX Email/Chat Channel to support for file formats: .ies .arc2 .dxf
RingCX Feature Request: Support for Additional File Formats in Email Channel
Title: Add Support for .ies, .arc2, and .dxf File Formats in the Email Channel
Summary
A customer is requesting the ability to upload and process additional file formats through the Email channel in RingCX. These formats are currently not supported under either the Strict or Relaxed attachment handling levels.
Requested formats:
.ies – Illuminating Engineering Society file (lighting data)
.arc2
.dxf – Drawing Exchange Format (CAD files)
Current Behavior
The email channel supports a defined set of file formats depending on the configured handling level:
Strict Level Allows:
Audio:…
6 votes -
display queue name when call comes in in embedded RingCX for Zoho
It's important to see what call queue the call is comin in so that agents would know their opening spiel
8 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.
20 votes -
Feature Request: Ability for Administrators to Hang Up All Calls in Queue
Feature Request: Ability for Administrators to Hang Up All Calls in Queue
Title:
Administrative Control to Terminate All Calls Currently Waiting in QueueSummary:
Request a system-level administrative capability within RingCX that allows a supervisor or administrator to immediately disconnect all callers currently waiting in a specific queue (or multiple queues), without requiring per-call actions or custom API scripting.Problem Statement:
Today, RingCX does not provide a native feature to mass-terminate queued calls. Administrators cannot cancel waiting calls, clear the queue during outages, shift operational modes quickly, or reset queues after misconfiguration. Existing call controls allow actions only on active…6 votes -
Feature Request: Add Reporting for Abandoned Chats in RingCX
Feature Request: Add Reporting for Abandoned Chats in RingCX
Summary:
Request to introduce a reporting feature in RingCX that captures and displays metrics for abandoned chats — similar to how abandoned calls are tracked in voice queues.Details / Description:
Currently, RingCX does not provide any native reporting or metrics that log abandoned chat interactions, such as when a customer initiates a chat but disconnects before an agent accepts or responds.
This limits visibility for contact center managers who need to measure missed engagement opportunities and optimize staffing and response strategies.Use Case:
Supervisors and analysts need the ability to…5 votes -
Recordings Delivery Audio Format
Currently Recording Delivery Tasks only send the standard Recording URL. Customer is looking to deliver Perspective Recordings instead of Standard. An option on Task creation to choose which Recording is delivered would accomplish this.
10 votes
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