835 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…
33 votes -
repartitions interactions
Bonjour,
il faudrait que la répartition des interactions numérique prenne en compte le nombre d'interactions déja attribué.
Ex
agent 1 : 3 interactions sur la journée
Agent 2 : 0
agent 3 : 1
Nouvelle intercation attribué a l'agent 2 .
Mais si 2 interactions arrivent privilégier la répartition par agent
1 pour l'agent 2 et une pour l'agent 3 .
La répartition doit prendre en compte le temps de connexion.
Un agent qui commence plus tard ne doit pas rattrapé les autres.
Il se peut que tous les agents ne commencent pas en meme temps .
lors de la…14 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…
24 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…
26 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…
23 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…
14 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.89 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
21 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…
8 votes -
RingCx Agent non-activity (Idle) for an amount of time - to change status to any unavailable state
The customer wants agents' status to automatically change to a selected unavailable state after a specified idle time period.
9 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.
25 votes -
Change how OB Abandon results reflect in Analytics for Preview Campaign
When the agent leg connection is disrupted or cannot be established in the moment it attempts to place the call, it results in an intercept and registers as an Outbound Abandon in reporting due to 0 seconds of agent talk time. This is specifically for a Preview dialer or a 1 to 1 type campaign.
We would like for these to be represented differently in reporting, specifically noting that the agent leg connection was disrupted, instead of just reading it as an Outbound Abandon.
8 votes -
Feature Request: Configurable Agent “Working” State Timeout
Feature Request: Configurable Agent “Working” State Timeout
SummaryEnable RingCX administrators to configure a maximum duration that agents can remain in the Working status. When an agent reaches the configured timeout—for example, one hour—RingCX should automatically perform an administrator-selected action.
Problem Statement
• Agents may unintentionally remain in the Working status for extended periods, making them unavailable to receive new interactions. This can reduce queue coverage, affect service levels, and require supervisors to identify and correct agent statuses manually.
Proposed Solution
• Add an Agent State Timeout setting to the RingCX Admin Portal. Administrators should be able to:
- Enable or…
9 votes -
Bulk Deletion of Unread Digital SMS and Email Notifications for Unread Messages
Title: Enhance Digital SMS Management with Bulk Deletion and Unread Message Email Notifications
Product: RingCX
Feature Category: Digital Channels / SMS Messaging
Business Need: Customers managing a high volume of digital SMS interactions require more efficient tools for message administration and monitoring. Currently, unread SMS messages must be managed individually, which can be time-consuming and inefficient. Additionally, there is a need for proactive notifications to ensure unread messages are not overlooked.
Requested Enhancements:
- Bulk Deletion of Unread Digital SMS Messages
Enable supervisors and authorized users to select and delete multiple unread digital SMS messages simultaneously instead of deleting them one…
6 votes -
Allow us to control or add audio devices for ringing in RingCX Agent for Salesforce.
Currently we can only have the ringing of an incoming call sound in the agent's headset. This means the agent must have their headset on all the time. There is no setting to add an alternate audio device for ring tones to emit out of. If agents access to do this, then they can take a break from the headset during lulls in call volumes and still hear when a call comes in.
7 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 -
RNA State Duration option
option for either an automated change from RNA to Available or the ability to set a specific duration for RNA before the status automatically changes to Available.
33 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.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 -
Exclude digital identities in bulk
Need the ability to exclude digital identities in bulk. Specifically, we are looking for a way to exclude Identities with email domains that are not part of our company. We have over 1 M entries and performing this task manually is too labor intensive.
7 votes
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