100 results found
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RCX | Call recording Controls for Supervisor
Allow the ability to control the call recording of the supervisor when they barge in, Monitor, and take over the call regardless of the call recording settings of the Voice Queue.
Currently when the supervisor takes over the call the call recording stops if the Voice Queue call recording settings is set to Do Not Record On transfer.
4 votes -
RingCX and RingEX ring group searches
Ensure RingCX search behavior and UI visibility is consistent with RingEX UI behavior for lookups
Investigate whether the RingCX search result display can be improved (e.g., visual indicator for scrollable content or removal of the result limit).
If not currently supported, please escalate as a feature request to address search usability and parity.5 votes -
Removing "change the status of an agent" without their consent
Currently, from the interface (Ring CX Agent, Supervisor icon) we can act on the status of an employee to change it (for example, passing a break) without the consent of the employee concerned. This raises a concern on the HR side.
Delete the "Update agent status" line.
On the other hand, it should be possible to disconnect it as it is possible in the same place via "Disconnection of the agent".11 votes -
Allow agents to block number in RingCX
Have the ability for the agents to block the numbers manually from the RingCX agent platform instead of them having to send this to the RingCX admin.
7 votes -
Visible Agent status on transferring
When transferring a call to another agent, have it to show their status, via words or colour. Whilst the circle may indicate their availability, the colour options are limited.
Agent #1 - Available (Green circle)
Agent #2 - Away/Lunch (Grey circle)
Agent #3 - Idle (Yellow circle)5 votes -
Remember Agent Selected Voice and Digital Queues at Next Login Checkbox
I would like to suggest and enhancement to simplify the agent login experience when agents are assigned to multiple queues but only need to be available for a select few.
For example, all queues assigned to an agent are automatically selected when the agent signs in. If the agent only needs to be available for one or a few of those queues on most days they would need to deselect the majority of queues each time they sign in.
Adding a “remember selected queues at next login” checkbox would remove the need to select/deselect queues for an agent at next…
19 votes -
More Flexible and Customizable Agent Status Options
Requesting the ability to create and manage custom agent states beyond the default RingCentral options. The current predefined states are too rigid and don’t always reflect the real activities or availability of teams.
By allowing the base state to align more closely with custom statuses, workforce management and reporting accuracy would significantly improve.
This would enable:
Teams to define custom states (e.g., “After-Call Work,” “Training,” “Break – Coverage,” “System Tasks”) that will reflect on the real-time and historical dashboards and reports.Mapping of these custom states to RingCentral’s base presence states for analytics and queue logic.
- More accurate visibility into…
2 votes -
Persistent Caller ID in Call History
Agents currently report that while a caller's name is briefly displayed during the ACD (Automatic Call Distribution) ringing phase, this information disappears from the agent dashboard and call history once the call is answered and completed. This lack of persistence makes it difficult for agents to efficiently identify and review past callers for follow-up, record-keeping, or general call context.
5 votes -
Feature Request: “Mask Audio” Button in RingCX Dialer
Feature Request: “Mask Audio” Button in RingCX Dialer
Title:
Add a “Mask” button in the RingCX Dialer to temporarily hide or block sensitive audio from being recorded or monitored.Description:
Agents occasionally need to capture sensitive customer information (e.g., credit card numbers, SSNs, or account verification data). Currently, RingCX records the entire call without a built-in way to exclude these segments.We propose adding a “Mask” button directly in the RingCX Dialer interface, allowing agents to manually pause or mask the call audio.
When the agent activates the Mask button:
Recording and monitoring streams are replaced with white noise, silence,…
2 votes -
Block RingCentral App (EX) Calls While Agent Is on RingCX Call
Currently, when an agent is on a RingCX call, incoming RingCentral (EX) app calls can still come through, causing interruptions. This request is to enable call status sync in the reverse direction—so that when an agent is active on a CX call, their status is reflected in the EX app, and EX calls are either blocked or suppressed accordingly.
5 votes -
Feature Request: Queue Identification for Agents via Marquee Display for RingCX
Currently, RingCX does not provide a Marquee feature to display the originating queue for incoming calls. Although the Agent Whisper feature can play a brief recording (such as the queue name) before the call is connected, there is no visible indication of the originating queue once the call is in progress.
Proposed Solution:
Implement a Marquee display or a similar visual indicator on the agent's interface that shows the originating queue for incoming calls. This would allow agents to quickly identify which queue the call is coming from without needing to rely solely on audio cues through the Agent Whisper…9 votes -
Set Default Transfer Type
When an agent performs a transfer, they have to select their transfer directory, between Internal, Corporate Directory (from RingEX), Phonebook, or Destination (External). Destination comes up as the default option, but we do not utilize this. Almost all transfers are of the "Internal" transfer type, so the agents must select that transfer type from the dropdown, and then find the agent. We are requesting an account level setting where you can specify a default Transfer Type option, so it is automatically set for all agents.
4 votes -
RingCX: Request for Direct Agent Download of Call Recordings
Agents using RingCX need the ability to quickly download a recording of a call they just completed directly from their agent interface, such as through a button on the call wrap-up screen or in the agent's recent call history.
1 vote -
RIngCX - Fixed amount for Agent States
We would like agents to only be in certain states for a fixed amount of time and for the agent's state to be automatically changed to available
3 votes -
Manual Call Recording for Manual Outbound Calls
All 140 Agents that place Manual Outbound Calls in RingCX need the ability to decide when/if they record their calls. If they do choose to record the call, they want to be able to drop a Audio File that will play to the customer that the call is being recorded (this is currently not supported with Manual Outbound Calls but is possible with the Dialer).
3 votes -
Enhancement Request to show all extensions in the Corporate Directory
At the moment, the corporate directory only shows 10 extensions when transferring calls. We are required to search manually for the extension before transferring the call.
We would like to be able to see all extensions available to us in the corporate directory when transferring calls.
14 votes -
Name or number of the RingCX user should show as caller ID if they call RingEX internally
Currently when RingCX user calls RingEX internally, the name of the (main) Super Admin is showing up as the caller ID
20 votes -
Retain Deskphone Pairing While Using RingCX in the RingCentral App
Currently, when a user logs into RingCX, the Deskphone Pairing feature in the RingCentral App is disabled. There’s no way to toggle it back on without signing out of RingCX and when signing out, pairing is reset and must be manually configured again. This creates a poor user experience and unnecessary confusion in office environments where paired desk phones are preferred.
Problem Description
In our organization, we rely on Deskphone Pairing so that incoming calls ring directly to our physical phones while allowing softphone visibility in the RingCentral App. However:
Logging into RingCX disables Deskphone Pairing with no warning or…
4 votes -
Add Audio Settings (Noise Suppression) to RingCX Browser Version
Customers have reported persistent background noise during calls when using the RingCX browser version. Unlike the desktop app, the browser version lacks audio settings such as noise suppression. Implementing audio controls and noise reduction features in the RingCX browser client would enhance call clarity and overall user experience.
3 votes -
Allow agents to set a specific callback date and time when selecting the "Callback" disposition during manual calls.
When an agent selects the "Callback" disposition, a date and time picker should appear, allowing the agent to set the exact date and time for the callback as provided by the customer.
3 votes
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