228 results found

1. Extension dialing between CX and EX

   Extension dialing between EX and CX is needed. Having to route calls between the two platforms with a 10 digit number results in the need for additional phone numbers, and cost for the customer.

   Another problem with 10 digit numbers, is that if routing is built using temporary numbers that will go away after porting, all of those references have to be updated on CX and EX after the port.

   130 votes

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   Future Consideration  ·  24 comments  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
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2. Replace Default “WORKING” State with More Accurate Status When Agents Lose Connection (e.g., Sleep/Idle Timeout)

   Description:

   • Currently, when an agent's machine goes to sleep, loses network connection, or resumes after a period of inactivity, the platform automatically places the agent into the "WORKING" state. This is a default system state, and cannot be removed or reconfigured, similar to NCX.

   However, this behavior creates confusion for supervisors and admins monitoring real-time agent states. The “WORKING” label implies that the agent is actively engaged in tasks, even though they may have lost connectivity or walked away from their machine.

   Feature Request:
   • We propose introducing a more appropriate default system state for these specific conditions (e.g., system sleep, network timeout, or WebSocket disconnects):

   🔄 Replace “WORKING” with a clearer status such as:

   “Connection Lost”
   “Disconnected”
   “Session Timeout”
   “Network Error”

   This status should only be triggered during system-driven disconnections, not manual agent actions.

   Why This Matters:

   • Improves transparency in real-time dashboards and routing behavior.

   • Helps admins and supervisors immediately identify connection issues vs. assuming the agent is working.

   • Reduces missed or mishandled calls due to misinterpreted statuses.

   • Supports accountability and follow-up (e.g., reaching out to the agent to check if they’re experiencing technical issues).

   • Aligns agent state logic with actual backend session state and improves operational visibility in high-volume contact centers.

   Reproducible Scenarios:

   Agent is logged in and set to AVAILABLE.
   Machine enters sleep mode.
   Upon waking, session reconnects — agent is placed in “WORKING” despite no input.

   OR

   Agent places an outbound call to a disconnected number.
   Call fails; agent transitions to “WORKING” without taking any further action.

   Impact:
   • Frequent confusion among admins.
   • Incorrect routing behavior due to “active” status.
   • Average of 4–5 agents per hour affected.
   • Impacts SLA, productivity, and agent accountability metrics.

   Suggested Implementation:
   • Enhance session reconnection logic to check:

   • If agent is not actively engaged with UI.

   • If the reconnection was system-triggered (e.g., Layer 2 reconnect or socket timeout).

   → Place agent into a descriptive, non-selectable system state that reflects the disconnection reason.

   Description:

   • Currently, when an agent's machine goes to sleep, loses network connection, or resumes after a period of inactivity, the platform automatically places the agent into the "WORKING" state. This is a default system state, and cannot be removed or reconfigured, similar to NCX.

   However, this behavior creates confusion for supervisors and admins monitoring real-time agent states. The “WORKING” label implies that the agent is actively engaged in tasks, even though they may have lost connectivity or walked away from their machine.

   Feature Request:
   • We propose introducing a more appropriate default system state for these specific conditions (e.g.,… more

   106 votes

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   Under Review  ·  8 comments  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
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3. Sync RingCentral Desktop Application With RingCX

   RingCentral should implement a call status synchronization between the RingCentral Desktop application and RINGCX. When you are on a call using your RingCentral desktop application, this status should be reflected in real time to RINGCX preventing the RingCX app from present you an additional incoming call.

   Key Points:
   1. Real Time Status Updates: Both RingCentral Desktop and RingCX should be able to communicate real time call statuses to each other. When you answer or make a call on one platform, the other should recognized that you're on an active call.

   1. Presence Integration: Leverage the user presence feature to reflect an "on -call" status across all platforms. This willhelp ensure that RingCX acknowledges when you are engaged on a call via the RingCentral Desktop app.

   2. Unified Call Management: By integrating call management across RingCentral and RINGCX you can avoid duplicate call notifications, ensuring a seamless experience regardless of which platform you are using.

   3. APIs or SDKs: if not available RingCentral could introduce APIs or SDKs that allow for better communication between the desktop application and the RingCX system, allowing both to update each other in real time when calls are initiated or received.

   RingCentral should implement a call status synchronization between the RingCentral Desktop application and RINGCX. When you are on a call using your RingCentral desktop application, this status should be reflected in real time to RINGCX preventing the RingCX app from present you an additional incoming call.

   Key Points:
   1. Real Time Status Updates: Both RingCentral Desktop and RingCX should be able to communicate real time call statuses to each other. When you answer or make a call on one platform, the other should recognized that you're on an active call.

   1. Presence Integration: Leverage the user presence feature to reflect an… more

   290 votes

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   Planned  ·  24 comments  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
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4. INTERCEPT

   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 reason for the call failure. Examples would include:

   Invalid Number

   Blocked by Carrier

   Rejected by User or Declined

   Implementing this change would provide immediate, actionable insight into call failures directly within the user interface. This would significantly improve the user experience, reduce administrative overhead, and allow for much faster troubleshooting.

   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… more

   38 votes

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5. Feature Request: Granular Call Monitoring Permissions for Agent Role

   Description:

   Currently, in RingCX, the only way to enable Call Monitoring/Listening functionality is by changing an Agent's role to Supervisor. However, this creates a significant data visibility issue, as it grants Supervisors access to queues and information beyond their designated team or group, which may include sensitive data from other departments or companies.

   Request:

   We would like to request the implementation of a granular permission setting that allows users with the Agent role to be granted Call Monitoring privileges for a specific group of agents or queues only, without the need to elevate them to a Supervisor role.

   Proposed Solution Features:

   Add a "Call Monitoring" permission toggle to the Agent role settings.

   Allow Admins to assign monitoring access to specific queues or agent groups.

   Prevent monitored Agents from viewing or accessing unrelated queues or data.

   Benefits:

   Maintains strict data segmentation and confidentiality.

   Enables team leads or quality assurance agents to monitor calls without overreaching permissions.

   Supports compliance and auditing policies more effectively.

   Improves operational flexibility without compromising security or visibility boundaries.

   This enhancement would greatly improve our ability to manage teams efficiently while maintaining data integrity and access control within the RingCX platform.

   Description:

   Currently, in RingCX, the only way to enable Call Monitoring/Listening functionality is by changing an Agent's role to Supervisor. However, this creates a significant data visibility issue, as it grants Supervisors access to queues and information beyond their designated team or group, which may include sensitive data from other departments or companies.

   Request:

   We would like to request the implementation of a granular permission setting that allows users with the Agent role to be granted Call Monitoring privileges for a specific group of agents or queues only, without the need to elevate them to a Supervisor role.

   Proposed Solution… more

   23 votes

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6. Transferring calls to RingEX Extensions via corporate directory

   To enable the ability to transfer calls via the corporate directory using RingEX extension numbers instead of typing the user's name and selecting it from the list.

   Currently, the system does not recognize extension numbers when attempting to transfer a call. It only displays results when typing the name of the user or agent.

   56 votes

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7. Requeue Shorcuts Searchable

   When an agent goes to requeue a call they get a list of queues available. While there is a search field at the top to type in the name of the queue you are looking for it does not actually perform a search. The agent must scroll down through the list of queues find the one they are looking for. In order to improve agent efficiencies making this truly searchable would be greatly beneficial.

   13 votes

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8. Dashboard for agents and supervisors in RingCX

   RingCX agents should have the option to view the dashboard to see the other agent's status in the RingCX Agent platform, not in Analytics, without the need to change the agent type to Supervisor.

   67 votes

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9. disable RingCX dialpad when using RC Softphone

   Our agents must use "RingCentral Phone" as their device type in RingCX because RingCX does not provide an audible indicator for incoming calls, when using Integrated Phone. When they do this, they are not able to enter DTMF tones while in the RingCX UI when conferencing in a third party translator service. The DTMF tones must be entered via the RingCentral softphone app. This is incredibly confusing for our agents, as they perform all other call functions such as hold, transfer, etc in the RingCX web interface. It will be great if we can disbale the diapad in RingCX in this instance to lessen the confusion

   Our agents must use "RingCentral Phone" as their device type in RingCX because RingCX does not provide an audible indicator for incoming calls, when using Integrated Phone. When they do this, they are not able to enter DTMF tones while in the RingCX UI when conferencing in a third party translator service. The DTMF tones must be entered via the RingCentral softphone app. This is incredibly confusing for our agents, as they perform all other call functions such as hold, transfer, etc in the RingCX web interface. It will be great if we can disbale the diapad in RingCX in… more

   8 votes

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10. RingCX Voice Agent - Enhanced Call History: Visual Differentiation and Filtering Options

    The customer would like the historical call view in Agent RingCX to display call results differently—for example, using different text colors for successful calls versus missed calls (RNA). They would also like the ability to filter call history by All Calls, Missed Calls, Incoming Calls, and Outgoing Calls, similar to what is available in RingEX.

    •  

    •  

    •  

    43 votes

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11. Preserve Caller ID When Transferring from RingCX to RingEX

    Product Area(s):

    RingCX (Contact Center)

    RingEX (Phone System / MVP)

    Call Handling & Caller ID Display

    Current Behavior:
    When an external call is routed through a RingCX queue and answered by an agent, and the agent then transfers the call to a RingEX user (via warm or blind transfer), the RingEX recipient currently sees the original external caller’s phone number as the caller ID.

    There is no visibility into which RingCX agent initiated the transfer. This can lead to confusion, lack of internal context, and inefficiencies in how the transferred call is handled.

    Requested Enhancement:
    Introduce a configurable caller ID display option for calls transferred from RingCX to RingEX, allowing the receiving RingEX user to see:

    The transferring RingCX agent’s name and/or extension

    The original external caller ID

    Or both, depending on the administrator's preference

    This setting should be manageable at the admin level, and ideally configurable per queue or user group, to align with various business workflows.

    Business Justification / Use Case:
    Many RingCX customers operate in high-volume, multi-agent environments where external calls are frequently transferred to subject matter experts, team leads, or support departments using RingEX extensions.

    The current behavior limits visibility into who initiated the transfer. This causes issues such as:

    RingEX users answering calls with no internal context, unsure if it’s a direct customer call or a handoff.

    Delays in handling the call properly due to lack of warm introduction cues.

    Difficulty in tracking agent performance or follow-up responsibility, as the handoff origin is not visible.

    Missed opportunity to personalize the response or acknowledge the agent who transferred the call.

    With the requested feature, organizations can streamline their workflows, reduce miscommunication, and provide a smoother, more professional customer experience.

    Benefits:

    Enhances internal communication clarity during transfers

    Enables faster and more informed call handling

    Supports accountability and training, especially in customer support or sales teams

    Aligns with existing behaviors seen in some legacy PBX or call center solutions

    Adds flexibility for businesses to define how caller ID should appear in hybrid RingCX–RingEX environments

    Priority:
    Medium to High – This enhancement would significantly improve day-to-day operational efficiency, particularly for businesses that rely on frequent call transfers between RingCX and RingEX users.

    Workaround (if any):
    There is currently no workaround to modify caller ID presentation on RingEX when calls are transferred from RingCX. Some customers attempt to inform the RingEX user via chat or email, but this is not scalable or reliable in real-time.

    Product Area(s):

    RingCX (Contact Center)

    RingEX (Phone System / MVP)

    Call Handling & Caller ID Display

    Current Behavior:
    When an external call is routed through a RingCX queue and answered by an agent, and the agent then transfers the call to a RingEX user (via warm or blind transfer), the RingEX recipient currently sees the original external caller’s phone number as the caller ID.

    There is no visibility into which RingCX agent initiated the transfer. This can lead to confusion, lack of internal context, and inefficiencies in how the transferred call is handled.

    Requested Enhancement:
    Introduce a configurable caller ID… more

    19 votes

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12. Preserve Agents’ extension as Caller ID for Internal Calls

    When agents make internal calls on the SPOG, their caller ID shows the RingCX caller ID Setup. It would be helpful if the system preserved the agent’s actual Extension as caller ID so colleagues can easily recognize who is calling.

    12 votes

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13. Unexpected Call Drop: Entire 3-Way Conference Ends When Agent Disconnects in RingCX

    Problem Description
    When a RingCX agent (Party A) places a manual outbound call to Party B, then adds Party C to create a 3-way conference (Agent + Party B + Party C), if the agent (Party A) disconnects, the entire conference call is dropped for all participants (Party B and Party C).

    ---

    Expected Behavior
    If the agent (Party A) disconnects from a 3-way conference, the call should continue between Party B and Party C. This is expected in standard call conferencing logic where the initiator disconnecting does not necessarily terminate the call for all participants.

    • 

    32 votes

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14. RingCX Queue/Global Phonebook used for Manual Outbound Calls

    Would like to have the Global Phone book or Queue Phone book to be visible/available to the agent when doing a manual outbound call.

    Currently the Global Phone Book or Queue Phone book is only useful when you do have an active call.

    84 votes

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15. Do not change agent status to Available once the call is over, when agent was initially unavailable.

    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.

    31 votes

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16. RingCX Audio Settings

    Need settings specific to RingCX to be able to adjust call audio levels. The current method is using native Windows audio settings which would bring down levels of other applications.

    5 votes

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17. RingCX Agent voicemail greeting

    A feature that lets them set a voicemail greeting for RingCX Agent's voicemail.

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    6 votes

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18. Have the ability to remove Voice Interactions under "My Inbox" in RingCX Agent application
    6 votes

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19. When a callback request is offered to the agent, the agent can reject or answer the call using the RingCX agent application.

    When a callback request is offered to the agent, the agent can reject or answer the call using the RingCX Agent application.

    26 votes

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    Implemented  ·  AdminSergey (Group Product Manager, RingCentral) responded

    This issue has been resolved and callback calls now provide option to the agent to answer or reject, as expected.

20. SPOG Application: The option to manually accept callback request calls when they are routed to the agent.

    SPOG Application: The option to manually accept callback request calls when they are routed to the agent.

    12 votes

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