In RingCX, outbound workflows that trigger actions such as automated emails are currently tied to workflows that are triggered through dispositions. These workflows are manually assigned at the agent level. At present, agents can be assigned to only one manual outbound workflow, and this assignment can be configured only by administrators. Agents do not have the ability to select, switch, or apply different workflows on a per-call or per-queue basis.

This creates a significant limitation for organizations that manage multiple clients, queues, and outbound scenarios. The customer requirement is for agents to be able to select the appropriate workflow based on the specific call context or queue, rather than being restricted to a single, globally assigned workflow.

To work around this limitation today, administrators must create a large number of dispositions and script workflows against each one. In environments with a high number of clients and queues, this approach becomes operationally impractical.

Proposed Enhancement
Enable the ability to directly associate workflows with queues for outbound calls.
With this enhancement:

-Workflows can be configured at the queue level.
-Agents can automatically use the correct workflow when placing outbound calls from a specific queue.
-Workflow selection becomes contextual based on the queue or call scenario, without manual agent intervention or administrator reassignment.

This feature request is submitted in relation to a previous RingCX feature request:
“Enable automated disposition email generation for outbound calls”
https://ideas.ringcentral.com/forums/966594-ringcx/suggestions/51152998-enable-automated-disposition-email-generation-for