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  1. 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.

    69 votes

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  2. 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.

    46 votes

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  3. 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.

    26 votes

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    New  ·  0 comments  ·  Admin experience  ·  Admin →
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  4. Ability to change the placement/size/shape of button using visual library. You can do this but the default button shows after interactions.

    It doesn't make sense to allow button changes but only before the customer interacts, the change should implement permanently on the chosen URL/site regardless of interaction.

    Please see case 28193631 for further information along with a video.

    21 votes

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    New  ·  3 comments  ·  Digital experience  ·  Admin →
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  5. customers would like to have the Hashtag in the list of possible DTMF codes in IVRs and Queue events.

    39 votes

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  6. We would like the ability to search by campaign dialing groups in Ringsense

    38 votes

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  7. 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…

    13 votes

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  8. There should be a way the system understands the different ways a TN can be displayed/formatted and searched, but at present, it seems it needs to be exactly the same as the interaction shows in the history.

    Please see the screenshots.
    If a number is formatted in 3 different ways as it's used in RCX:
    (734) 279-2221
    17342792221
    734-279-2221

    When you search by these formats, you only get see the exact format the text is searched as, instead of all instances in which the number can be formatted as. This causes an issue as you search for a customer's info and/or…

    19 votes

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    New  ·  0 comments  ·  Digital experience  ·  Admin →
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  9. We require the same “Last Called Agent” (LCA) capability for Engage Messaging and Email channels within Digital Queues as currently exists for Voice Queues. This will significantly improve customer experience by providing more efficient and personalised resolution to issues.

    By reducing the need for clients to repeat information and details from previous interactions, this feature would potentially lower interaction durations. Furthermore, this capability is also essential in scenarios where agents receive commissions for successful sales, ensuring clients are routed back to the initial agent who provided consulting prior to the purchase of services or goods.

    19 votes

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    New  ·  0 comments  ·  Digital experience  ·  Admin →
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  10. Subject: Feature Request: Improve Granularity of "INTERCEPT" Call Disposition Code

    Currently, the INTERCEPT call disposition is used as a generic status for multiple distinct call failure scenarios, including invalid numbers, carrier blocks, and user rejections.

    This lack of specificity makes it difficult for administrators and end-users to quickly diagnose the root cause of a failed call. While backend codes may differentiate these events, that information is not exposed on the front end, forcing admins to perform manual investigations to understand the true outcome.

    We propose replacing the single INTERCEPT disposition with more granular and descriptive statuses that reflect the actual…

    12 votes

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  11. 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.

    17 votes

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  12. If an agent is initially unavailable and receives an internal call or makes an outbound call, do not automatically change agent status to Available once the call is over.

    25 votes

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  13. When we get RingCentral voicemail email notifications, we cannot move and merge the VM/email to an existing customer profile with out permanently associating the "notify@ringcentral.com" to that one customer account every time another comes in.

    Example:
    Ringcentral sends a VM notification email, sent from notify@ringcentral.com to our email queue.
    The VM call from caller ID is from 734-999-9999.

    That number is associated with John Smith, a customer profile visible from a previous interaction
    with that customer.

    We'd like to move that VM over to the John Smith profile manually (or via a workflow if possible by using the…

    27 votes

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    New  ·  0 comments  ·  Digital experience  ·  Admin →
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  14. Within current functionality, wrap time only applies to inbound calls. Because of this, we are running into the issue where agents disconnect from a manual outbound call and immediately receive an inbound call.

    The suggested workaround to make the "Post Call State" an unavailable state is not a feasible or sustainable solution for our company. Relying on agents to manually adjust their status to available introduces too much room for inconsistency and leadership has identified several issues with this manual process:
    -Inconsistency: Relying on manual actions introduces a high risk of agents forgetting to update their status, leading to inconsistent…

    12 votes

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  15. Add two more drop-down menus in RingCX Digital Disposition (for a total of three) alongside the existing “Notes” text field.

    Use Case: This will allow agents to categorize interactions more effectively with:

    Notes (text field)

    Disposition (drop-down)

    Category 1 (drop-down)

    Category 2 (drop-down)

    9 votes

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    New  ·  0 comments  ·  Digital experience  ·  Admin →
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  16. 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.

    14 votes

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  17. 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).
    15 votes

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  18. Dialer: They would want a complete list of positively dispositioned lead that generated. Customer stated that they would want a separate list/stand alone reporting (Specified Qualified disposition excel/.csv file).

    8 votes

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  19. when a user in RingCX uses "External Phone" as their Voice connection, save the last number used here. should be an easy change and it would save a LOT of "we ended up in an RNA state" support tickets...

    21 votes

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  20. RingCX’s default 48-hour call history window feels like trying to solve a puzzle with half the pieces missing. Once you need to review anything older than two days, you’re forced into the Reports rabbit hole (if you even have access), wasting precious minutes and leaving non-admin agents stuck. Let’s fix that by giving every user a simple dropdown or settings toggle to choose their history range: 48 hrs., 7 days, 14 days, or up to 30 days, so you can instantly pull up that crucial call from last week without a detour. This small change supercharges agent productivity (no more…

    13 votes

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