319 results found

1. 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 to a prefered destination.

   Business Value:

   • Agent Efficiency: Prevents REX personal voicemail clutter for agents in high-volume CX environments.

   • Improved CX: Callers get immediate feedback (Busy/Announcement) rather than leaving messages that may not be checked for hours.

   • Flexibility: Supports business workflows where personal voicemail is disabled or not used.

   Benefits:

   • Eliminates administrative overhead for agents.

   • Provides more professional call handling options during active CX sessions.

   • Allows for "Active" rather than "Passive" call management.

   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… more

   3 votes

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2. Expose API data when a call is connected

   We recently ran into an issue where a configured Start Recording node in an Agent Script was triggering before the ADD SESSION event. This caused the recording event to fail, and the call would not be recorded. We solved this by adding a half second forced wait in the agent script. It would be beneficial to expose this information in Audit Logs or similar when the call connects, so that if this were to happen again it would be easily diagnosable.

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3. Bring the application to foreground when agent script is configured for the queue or campaign

   Currently, when an incoming call is received, only the RingCentral softphone interface is displayed. Users have identified that when Agent Scripting is configured, it is inefficient to manually click into the main application to view the script and caller details after answering.

   Requirement:
   The user is requesting a feature or setting that allows the entire application window to pop up automatically upon an incoming call. This would ensure that the agent script and full caller information are immediately visible, removing the need for manual navigation and improving response times.

   4 votes

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4. Ability to remove suggested email addresses in RingCX

   We’d like an option for agents and supervisors to manually remove or delete suggested email addresses in the RingCX application.
   During testing, an email was sent to one of our team member’s personal address. Now, when users type the last name in the To field, both the personal and work addresses appear, and the personal address often gets selected because it appears first. We can’t find a way to delete or suppress that suggestion.

   4 votes

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5. Track and report on agents' geo-location

   For Better Agent management, it will be helpful if we can have geolocation in RingCx as well like what we have in Analytics of RingEX

   4 votes

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6. Call Waiting notification

   If a user is in an outbound call with a customer and another call comes into their queue, an incoming call notification pop-up should appear, notifying them of the incoming call.

   The agent should have the ability to put the first call on hold and then answer the second call.

   8 votes

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7. 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.

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   45 votes

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8. 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.

   16 votes

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9. Notification for agents when being on a call for too long

   Configurable alert to the agent based on time in call.

   We have an guideline for our agents of approximately how long they should be on a call, would be nice if a supervisor/admin could set an alert for an agent or groups of agents. So if an agent is on a call for X minutes, they get a pop-up alert on the screen, or ideally a separate pop-up window in case they've switched focus to another system, letting them know they should consider escalating the call to a higher level.

   5 votes

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10. Retain Originating Caller ID During RingEX to RingCX Transfers

    Enable RingEX Receptionist to preserve the original caller's number (Originating Caller ID) when transferring calls to RingCX.

    Current behavior:
    When a call is transferred from RingEX to RingCX, the original caller’s number is not retained. Instead, RingCX displays the Caller ID of the RingEX user who performed the transfer.

    20 votes

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11. 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.

    44 votes

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    Implemented  ·  2 comments  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
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12. RingCX SPOG: contact search during transfer caps at 10 results — raise the cap and add scroll

    Description
    In the RingCX SPOG App, when users initiate a call transfer and search for a contact, the system currently returns only 10 results.

    This limitation makes it difficult for agents to locate the correct contact, particularly in environments with large directories or when contacts have similar names.

    Steps to Reproduce
    1. Initiate or receive a call
    2. Attempt to transfer the call
    3. Use the contact search function
    4. Observe that only 10 contacts are returned, even when more matches exist

    Actual Result
    Search results are limited to 10 contacts.

    Expected Result
    Search should return more results (e.g., 50–100) or support pagination / infinite scrolling to allow access to all relevant contacts.

    Proposed Solution
    - Increase the result limit to a higher threshold (configurable if possible)
    - Implement pagination or infinite scroll
    - Improve search relevance (e.g., fuzzy search, ranking)
    - (Optional) Add filters such as department or team

    Business Impact
    - Increases Average Handle Time (AHT)
    - Reduces agent efficiency
    - Increases likelihood of incorrect call transfers
    - Negatively impacts user experience

    =====

    Today, when a RingCX SPOG agent initiates a call transfer and types into the contact search field, the dropdown returns at most 10 matches with no way to see more. In tenants with large corporate directories or common names (e.g. multiple "John" or "Smith"), agents often can't find the intended transfer target and either guess, hang up, or escalate. The desired behavior is a larger result set (target ~50–100), with pagination or infinite scroll so the agent can keep looking, and ideally fuzzy/relevance ranking so the right contact surfaces near the top. Impact: lower AHT on transfers, fewer misrouted calls, less agent friction in directories of any meaningful size.

    Description
    In the RingCX SPOG App, when users initiate a call transfer and search for a contact, the system currently returns only 10 results.

    This limitation makes it difficult for agents to locate the correct contact, particularly in environments with large directories or when contacts have similar names.

    Steps to Reproduce
    1. Initiate or receive a call
    2. Attempt to transfer the call
    3. Use the contact search function
    4. Observe that only 10 contacts are returned, even when more matches exist

    Actual Result
    Search results are limited to 10 contacts.

    Expected Result
    Search should return more results (e.g., 50–100)… more

    3 votes

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13. RingCX - Display User Extension Number When Transferring to RingCX OR RingEX

    If a CX agent takes a voice queue call from number 333-444-3344,
    When they transfer that call to another CX agent, the other agent will see 333-444-3344 is calling

    We want them to see the name of the agent who is trying to transfer to them.
    Imagine, the call drops mid-transfer. If the agent knew who was transferring to them, they could reach out to that person to get information and know if they need to follow up

    There is already an existing request for something similar when transferring from RingCX -> RingEX. As of now, calls made from CX to EX will just show the main outbound caller ID of the account, so no one in EX knows who's calling since it just says the name of our company when it's ringing them from CX.

    If a CX agent takes a voice queue call from number 333-444-3344,
    When they transfer that call to another CX agent, the other agent will see 333-444-3344 is calling

    We want them to see the name of the agent who is trying to transfer to them.
    Imagine, the call drops mid-transfer. If the agent knew who was transferring to them, they could reach out to that person to get information and know if they need to follow up

    There is already an existing request for something similar when transferring from RingCX -> RingEX. As of now, calls made from CX… more

    7 votes

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14. Closed Caption in CX

    RingCX currently does not provide live closed captioning or real‑time transcription visibility for agents handling voice calls in the RingCentral desktop app. This creates a meaningful accessibility gap, especially given that live captions are available in RingEX and that RingCX already performs real‑time transcription behind the scenes for analytics and AI features.
    This appears to be a product parity and accessibility issue, not a technical limitation.

    Why This Matters
    Live closed captioning is a recognized accessibility accommodation, not merely a convenience feature. Its absence in RingCX directly impacts:

    Deaf or hard‑of‑hearing agents
    Agents with auditory processing disorders
    Neurodivergent agents who benefit from visual reinforcement
    Non‑native speakers
    Agents working in noisy or shared environments

    While RingCX provides post‑call transcription and AI insights, accessibility requires real‑time participation, not retrospective review.

    Key Concern
    RingCentral already demonstrates the technical capability to:

    Generate real‑time transcription (RingSense, AI Assist, analytics)
    Display live captions in another core product (RingEX)

    However, RingCX agents cannot see this transcription live during calls, even though it exists during the interaction. This creates an inconsistency across RingCentral products and places contact center agents at a disadvantage.

    Business & Operational Impact
    Beyond accessibility compliance, live captions would:

    Improve agent comprehension and accuracy
    Reduce mishearing‑related errors
    Support faster onboarding and training
    Improve confidence and call quality in complex or high‑stakes conversations
    Enable more inclusive hiring and retention practices

    From an operational standpoint, this is a quality, performance, and workforce enablement improvement, not just an accommodation request.

    Request
    We strongly recommend that RingCentral:

    Add live closed captioning / real‑time transcription visibility for RingCX voice calls in the desktop app
    Allow captions to be:

    Agent‑visible
    Optional / toggle‑based to reduce cognitive load

    Treat this as an accessibility and compliance enhancement, not a general feature request

    Closing
    As organizations increasingly prioritize accessibility, inclusivity, and remote work, the lack of live captions in RingCX represents a growing gap. Aligning RingCX with RingEX in this area would significantly strengthen RingCentral’s accessibility posture and agent experience.
    We appreciate consideration of this feedback and would welcome inclusion of this capability on the RingCX product roadmap.

    RingCX currently does not provide live closed captioning or real‑time transcription visibility for agents handling voice calls in the RingCentral desktop app. This creates a meaningful accessibility gap, especially given that live captions are available in RingEX and that RingCX already performs real‑time transcription behind the scenes for analytics and AI features.
    This appears to be a product parity and accessibility issue, not a technical limitation.

    Why This Matters
    Live closed captioning is a recognized accessibility accommodation, not merely a convenience feature. Its absence in RingCX directly impacts:

    Deaf or hard‑of‑hearing agents
    Agents with auditory processing disorders
    Neurodivergent agents who… more

    4 votes

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15. Call notifications comes through laptop as well as headset

    When a call comes through the ability to allow the ring tone to come through the laptop audio as well as the headset audio should be allowed to allow agents to hear a call coming through even if they do not have their headset on at the time a call is coming in so they can be alerted.

    4 votes

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16. 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.

    • 

    36 votes

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17. 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.

    88 votes

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    Future Consideration  ·  13 comments  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
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18. Enable Searching and Managing Contacts even without being on an Active call

    Currently, full contact cards in RingCentral are only accessible during an active call. When not on a call, users cannot search for, view, or update contacts unless they navigate through Call History, which is limiting and inefficient.

    Requested enhancement:
    Provide a centralized Contacts view that allows agents to:

    Search and manage contacts at any time (not just during active calls)
    View full contact cards outside of calls
    Create, edit, and update contacts proactively

    2 votes

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19. Feature Request: Configurable Extended Session Persistence Across RingCentral Web Domains

    Dear RingCentral Product Team,

    I would like to formally request a feature enhancement for RingCentral’s web applications.

    Feature Request:
    Provide a configurable option to keep RingCentral web sessions active for extended, user-defined durations (e.g., 10 hours, 24 hours) across all RingCentral web domains and subdomains, including:

    • app.ringcentral.com

    • ringcx.ringcentral.com

    • engage.ringcentral.com

    • All associated subdomains

    Business Use Case:

    Many users rely on RingCentral web apps throughout long workdays or shifts (e.g., support agents, contact center staff, operations teams). Currently, sessions may disconnect or require re-login due to inactivity or browser timeouts, even while the user remains online and active.

    This can result in:

    • RNA/ Missed calls, messages, or notifications

    • Disruption to workflows

    • Reduced productivity, particularly in browser-centric or VDI environments

    Proposed Enhancement:

    • A configurable “Keep Session Active” or “Extended Session Duration” setting for users or admins

    S• upport for long-running sessions (e.g., 10–24 hours) while respecting security policies

    • Built-in heartbeat/keep-alive mechanisms within the RingCentral web apps or browser extensions, without requiring unsupported user scripts

    • Coverage across all primary web domains (app.ringcentral.com, ringcx.ringcentral.com, engage.ringcentral.com) and their subdomains

    Benefits:

    • Reliable session persistence for browser-based users

    • Reduced dependency on desktop apps in restricted environments

    • Better support for enterprise, contact center, and shift-based workflows

    Dear RingCentral Product Team,

    I would like to formally request a feature enhancement for RingCentral’s web applications.

    Feature Request:
    Provide a configurable option to keep RingCentral web sessions active for extended, user-defined durations (e.g., 10 hours, 24 hours) across all RingCentral web domains and subdomains, including:

    • app.ringcentral.com

    • ringcx.ringcentral.com

    • engage.ringcentral.com

    • All associated subdomains

    Business Use Case:

    Many users rely on RingCentral web apps throughout long workdays or shifts (e.g., support agents, contact center staff, operations teams). Currently, sessions may disconnect or require re-login due to inactivity or browser timeouts, even while the user remains online and active.

    … more

    6 votes

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20. Email alert when all logged-in agents are in "working" state and callers are waiting

    When a RingCX queue has agents logged in but all of them are in a "working" (busy/not-available) state, callers sit in queue with no signal to operations that the queue is effectively unstaffed. Idea suggests that RingCX to send an email to a configured address (e.g., the floor manager) the moment that condition occurs, so someone can intervene.

    If the queue is open, and there are agents logged in but in a "working" state, a caller can be left waiting indefinitely. Would be helpful to have the ability to send an email to a specific email address so the management team knows that there is a queue in this state.

    Workaround is to set up a dashboard in RingCX Analytics that generates a sound if the above situation occurs, but that requires someone be in front of the dashboard to hear it.

    When a RingCX queue has agents logged in but all of them are in a "working" (busy/not-available) state, callers sit in queue with no signal to operations that the queue is effectively unstaffed. Idea suggests that RingCX to send an email to a configured address (e.g., the floor manager) the moment that condition occurs, so someone can intervene.

    If the queue is open, and there are agents logged in but in a "working" state, a caller can be left waiting indefinitely. Would be helpful to have the ability to send an email to a specific email address so the management… more

    2 votes

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