363 results found
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RingCX - Agent Whisper be enabled in ACD Callback
Currently, agent whisper are only working for incoming calls that waited in the line. But customer who leave a callback. The agent's whispers are not working.
5 votes -
Use computer's number keys to send digits when using keypad
While on an outbound call that has reached an IVR, pop out the keypad to interact, but use the COMPUTER'S keyboard to select the digits instead of clicking on the digits in the on-screen keypad
1 vote -
Caller ID Persistence for Requeued Calls
Display the name or extension of the requeueing agent in the receiving agent’s interface or call history.
3 votes -
better visibility when receiving a phone call
I would like better visibility when receiving a phone call, like have the web browser icon light up or something like that
2 votes -
Mask Customer ANI from Agent
Support Case already submitted but got closed: 29329693
Request
Problem description: Customer requested to mask customer's ANI for all incoming inbound calls. We created Cloud profile but it is still showing the ANI.
Actual behavior: For any inbound call ANI is still being displayed
Expected behavior: Customer's ANI is no longer shown to the agent for any inbound calls.1 vote -
Deployment of RING CX application
Currently we use the application Ring CX to overcome the problem of pop-up, however it does not allow to code calls, nor to carry out call transfer. The roll-out of the Ring CX application, as announced later this year, should allow these features to be used.
Unable to code and transfer on the Ring CX application.Currently we perform these tasks (call end coding and call transfer) from the web interface, but this requires switching between tools (Ring CX application lient Ring CX web).
5 votes -
WCAG (Web Content Accessibility Guidelines)
WCAG compliance benefits a wide range of user groups, including individuals with visual impairments, hearing disabilities, motor difficulties, and cognitive limitations.
40 votes -
When agent makes a manual outbound call, agent needs to be reverted back to an agent's previous state before the manual call was made
When agent makes a manual outbound call, agent needs to be reverted back to an agent's previous state before the manual call was made
21 votes -
💡 Feature Request: Conditional Call Routing for Supervisors Within Shared Queue
Summary:
Enhance queue logic to allow conditional call routing to supervisors who are part of the same queue but should only receive calls flagged as escalations or transfers from agents, while remaining in Available status.Current Limitation:
In the current setup, any supervisor assigned to a queue and set to Available will receive regular inbound queue calls unless they manually switch to a different status (e.g., Working) to avoid being routed normal contacts. This manual workaround is not ideal, as supervisors must remain Available to handle warm transfers or escalation scenarios from frontline agents.Proposed Enhancement:
Introduce an optional "Escalation-Only…3 votes -
Auto populate AI Summary in Email Templates when dispositioning a call
Add a tag or variable in RingCX "Email Templates" that dynamically inserts AI-generated call summaries. This would enable the system to automatically include the summary of a call in a follow-up email sent to the caller after the call has been dispositioned.
This enhancement streamlines post-call communication, improves customer experience, and ensures that key conversation details are accurately and consistently conveyed via email without requiring manual input.
3 votes -
5 votes
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Agent State Changes while Engaged
We would like the ability to update agent state to 'break' 'lunch' or 'away' while engaged instead of just 'break' being the default and only option.
5 votes -
Main Screen Functionality
Need the ability to see MISSED Calls on the main agent screen and be able to click and call them back.
3 votes -
Dynamic Caller ID from RCX Front
We’d like to request a change to support displaying the caller ID dynamically from the RCX front, instead of using a static value. It should display a more generic value like "Internal RCX Call" or the actual caller ID of the RCX agent, depending on their configuration.
Currently we are seeing random numbers (027837475)
2 votes -
Compliance - Remove my data email button
California, Virginia, Colorado, Connecticut, Texas, Oregon, Delaware, Maryland all have comprehensive data deletion requirements, and it would be helpful to have a standardized 'button' that allows for an email to be sent to a specific defined email address that can be actioned by supervisors/staff. The email would contain the lead data needed: Account, Campaign, date time stamp, lead phone, name, address, city, st, zip. notes. Similar to an email that is generated off of a disposition notification but without having to have a gazillion dispositions created for this.
1 vote -
1 vote
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Notification for hold duration
When caller is on hold by the agent, RingCX will be able to notify both agent and supervisor about the ongoing hold duration that can be set on the hold settings.
Notification that can be configured as pop up or email.5 votes -
Complete Call Handling Through Physical RC Phone
Here at the City of Bend, some Contact Center team members use their Desk Phones to handle calls, transfers, putting on hold, etc. On RCX, you can "Login with RC Phone" option Logging into RCX, but the receptionists must handle the call through the HTML RCX Interface. We assumed this would allow receptionists to completely handle calls through the physical RC Phone, however, we are being told this does not work at this time. We would like to handle the entire call control from the physical desk phone.
11 votes -
Enhanced Dialer & Voicemail Control for Agents
Currently, RingCentral’s dialer and voicemail functionalities limit agent flexibility and efficiency. Personalized voicemail drops require an admin to create a separate campaign-level disposition for each agent’s custom recording, making it unscalable for teams. Additionally, in Progressive Dialer mode, agents cannot stop or cancel a call once the system begins dialing, which disrupts workflows and reduces operational control.
This feature request proposes enhancements to provide agents with:
Scalable, agent-specific voicemail options without needing manual admin configuration.
The ability to cancel or stop calls in progress within the Progressive Dialer to improve responsiveness and control.These improvements aim to streamline agent workflows,…
1 vote -
Display User Extension Number When Transferring From RingCX To RingEX
Ability to display user extension number of the transferring agent when a call is being transferred from RingCX to RingEX users.
Whenever an agent from RingCX transfers a call to a RingEX agent, the RingEX user would like to see who internally from RingCX agents are calling them helping them easily identify who from the RingCX agent are calling them.
27 votes
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