122 results found

1. Extend RingCX Call History View to 30 Days

   RingCX’s default 48-hour call history window feels like trying to solve a puzzle with half the pieces missing. Once you need to review anything older than two days, you’re forced into the Reports rabbit hole (if you even have access), wasting precious minutes and leaving non-admin agents stuck. Let’s fix that by giving every user a simple dropdown or settings toggle to choose their history range: 48 hrs., 7 days, 14 days, or up to 30 days, so you can instantly pull up that crucial call from last week without a detour. This small change supercharges agent productivity (no more context switching) and slashes support tickets for “Reports” access.

   RingCX’s default 48-hour call history window feels like trying to solve a puzzle with half the pieces missing. Once you need to review anything older than two days, you’re forced into the Reports rabbit hole (if you even have access), wasting precious minutes and leaving non-admin agents stuck. Let’s fix that by giving every user a simple dropdown or settings toggle to choose their history range: 48 hrs., 7 days, 14 days, or up to 30 days, so you can instantly pull up that crucial call from last week without a detour. This small change supercharges agent productivity (no more… more

   16 votes

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2. 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.

   9 votes

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3. Option to Select Designated Caller ID for Outbound Calls in RingCx SPOG

   Scenario:

   When agents place outbound calls from the RingCx SPOG, they currently have access to select from all main company numbers as their Caller ID. However, based on operational requirements, each agent typically only needs access to 3 designated caller IDs corresponding to their assigned outbound calling queues.
   Request:

   We would like to request an enhancement to limit or customize the available Caller ID options per agent or per outbound queue assignment. This would help:
   Minimize selection errors,
   Streamline the outbound call process, and
   Ensure compliance with proper Caller ID usage by team.

   Please let us know if this customization is currently possible or if it can be considered for future development.

   Scenario:

   When agents place outbound calls from the RingCx SPOG, they currently have access to select from all main company numbers as their Caller ID. However, based on operational requirements, each agent typically only needs access to 3 designated caller IDs corresponding to their assigned outbound calling queues.
   Request:

   We would like to request an enhancement to limit or customize the available Caller ID options per agent or per outbound queue assignment. This would help:
   Minimize selection errors,
   Streamline the outbound call process, and
   Ensure compliance with proper Caller ID usage by team.

   Please let us know if this customization… more

   11 votes

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4. Enhanced Requeue Controls: Add Clear Option to Return to Caller Without Completing Transfer

   Request: Improve the agent user experience in RingCX by providing a clearer, more intuitive option to cancel a requeue and return to the original caller before the transfer completes. While the current system allows this via the "Hangup" button and selecting "Cancel transfer," this functionality is not obvious to agents and leads to confusion and call handling issues. A dedicated "Cancel Requeue" or "Return to Caller" button during the transfer process would reduce errors, improve efficiency, and ensure agents can confidently manage live interactions without unintentionally abandoning the member.

   15 votes

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5. Save last number used when using "External Phone" as voice connection in RingCX salesforce and standard ( and other) web apps

   when a user in RingCX uses "External Phone" as their Voice connection, save the last number used here. should be an easy change and it would save a LOT of "we ended up in an RNA state" support tickets...

   22 votes

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6. 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.

   12 votes

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7. 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, or muted audio.

   When deactivated, recording automatically resumes seamlessly.

   Visual feedback (icon color, timer, or banner) shows masking is active.

   This provides a simple, controlled, and compliant method to protect sensitive customer data.

   Functional Requirements:

   UI Placement:

   Add a “Mask” or “Pause Recording” icon within the in-call controls of the RingCX Dialer (next to Mute, Hold, etc.).

   Agent Controls:

   Agents can toggle the feature on/off during active calls.

   Button state visibly reflects current masking status.

   Recording Behavior:

   When Mask is ON → audio is not recorded or replaced with configurable white noise.

   When Mask is OFF → recording resumes automatically.

   Audit Logging:

   System logs masking start/stop timestamps for compliance traceability.

   Admins can review which portions of the call were masked.

   Admin Configuration:

   Option to enable/disable feature per queue, campaign, or agent group.

   Option to customize masking audio (white noise, silence, tone).

   Use Cases:

   Agents collecting payment or verification data.

   Customer service teams needing PCI or HIPAA compliance.

   Preventing storage of personal identifiable information in recordings.

   Business Impact:

   Supports PCI DSS, HIPAA, and GDPR compliance.

   Prevents exposure of sensitive data in recordings.

   Builds customer trust and supports use in regulated industries.

   Reduces post-processing costs (no need for manual redaction).

   Priority:
   High – Compliance, Security, and Customer Trust

   Requested By:
   [Your Department or Customer Service Team Name]

   Optional Enhancements (Future Iterations):

   Automatic Masking: Trigger masking automatically when an agent enters specific CRM screens (e.g., “Payment Details”).

   Supervisor Override: Allow supervisors to enable/disable masking during live monitoring sessions.

   API Access: Expose masking control via API for custom workflows.

   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,… more

   4 votes

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8. Write back Disposition and notes to RCX Contact Card

   Write back Disposition and notes to RCX Contact Card

   Enterprise Account ID: UID: 813377035
   Feature Request Summary: Write back Disposition and notes to RCX Contact Card
   Current Functionality: only support AI Summaries
   Ideal Functionality: Write back Disposition and notes to RCX Contact Card
   Opp Link: SFDC Opp Link: https://rc.lightning.force.com/lightning/r/Opportunity/006TU00000Eg3B7YAJ/view

   Business Justification -- Since we dont support all integration this willl help the agent identify the last reason for call aside from AI Summaries

   https://jira.ringcentral.com/browse/INIT-25003

   5 votes

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9. Add "Not Live Person" flag and option for pre-recorded message for Manual calls

   Add "Not Live Person" flag and option for pre-recorded message for Manual calls.
   In disposition this is not available now and only available in the auto dialer outbound calls.

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   1 vote

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10. Ask first transfer creates a blind conference. Does not behave as expected.

    When transferring a call, and clicking the Ask First button, the system creates a blind conference call with the caller still on the line.

    Expected behavior is to put the caller on hold, while the agent speaks with the person to which they are trying to transfer the call.

    4 votes

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11. Display Agent Call Hold Status and Duration in Supervisor Dashboard

    We would like to request an enhancement to the Supervisor Dashboard in NICE CXone to include visibility into whether an agent has placed a call on hold, along with the status duration—similar to what is currently shown in the Realtime Dashboard.

    Current Behavior:
    The Realtime Dashboard provides clear visibility when an agent places a call on hold, including the timestamp and duration of that status. However, this information is not currently visible in the Supervisor Dashboard, limiting the supervisor's ability to monitor real-time agent behavior effectively within a single interface.

    Requested Enhancement:
    Add the following to the Supervisor Dashboard:

    1.Hold Status Indicator – A visual indicator that clearly shows when an agent has placed a call on hold.

    2.Hold Duration Timer – A real-time counter showing how long the agent has been in the hold state.

    Benefits:

    Enables supervisors to monitor agent behavior more closely and identify unusual or prolonged hold times.

    Improves real-time visibility and decision-making during active contact handling.

    Reduces the need to toggle between multiple dashboards, improving efficiency and response time.

    Use Case Example:
    A supervisor monitoring a high-priority queue needs to ensure agents are not placing calls on hold unnecessarily. Having hold visibility directly in the Supervisor Dashboard will allow them to take proactive actions like coaching or intervening when necessary.

    We would like to request an enhancement to the Supervisor Dashboard in NICE CXone to include visibility into whether an agent has placed a call on hold, along with the status duration—similar to what is currently shown in the Realtime Dashboard.

    Current Behavior:
    The Realtime Dashboard provides clear visibility when an agent places a call on hold, including the timestamp and duration of that status. However, this information is not currently visible in the Supervisor Dashboard, limiting the supervisor's ability to monitor real-time agent behavior effectively within a single interface.

    Requested Enhancement:
    Add the following to the Supervisor Dashboard:

    1.Hold… more

    7 votes

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12. RingCX eature Enhancement Endorsement: Independent Auto Answer Settings for Predictive Dialer and Inbound Calls

    Hello RingCentral Developer Team,

    Good day.

    I would like to formally endorse a Feature Enhancement request for one of our clients, Taxing Authority Consulting Services, PC, following confirmation from the RingCX team that this functionality does not currently exist and would require enhancement.

    Background:
    The customer operates in a mixed environment where agents are assigned to both:

    Predictive Dialer campaigns

    Inbound queues

    At present, enabling Auto Answer — necessary for agents to properly receive calls via the Predictive Dialer — also causes Inbound queue calls to be auto-answered. This creates challenges for their workflow since the handling approach for these two call types differs.

    Requested Enhancement:
    The customer is requesting the ability to:

    Enable Auto Answer only for Predictive Dialer calls

    Disable Auto Answer for Inbound queue calls

    Essentially, they’re asking for separate Auto Answer settings per call type. This would allow:

    Predictive Dialer calls to be auto-answered as required

    Inbound calls to be manually answered by agents

    Business Impact:
    This separation is critical for their operational workflow, agent readiness, and call handling efficiency. Without this feature, agents participating in dialer campaigns cannot effectively manage inbound calls, limiting flexibility and productivity.

    Request for Consideration:
    We would like to formally request that this be considered for future development as a feature enhancement.

    While we understand that there’s currently no set timeline for implementation, your input and prioritization of this request would provide valuable improvements to customer experience and platform flexibility moving forward.

    Thank you very much for your time and consideration.

    Hello RingCentral Developer Team,

    Good day.

    I would like to formally endorse a Feature Enhancement request for one of our clients, Taxing Authority Consulting Services, PC, following confirmation from the RingCX team that this functionality does not currently exist and would require enhancement.

    Background:
    The customer operates in a mixed environment where agents are assigned to both:

    Predictive Dialer campaigns

    Inbound queues

    At present, enabling Auto Answer — necessary for agents to properly receive calls via the Predictive Dialer — also causes Inbound queue calls to be auto-answered. This creates challenges for their workflow since the handling approach for these… more

    11 votes

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13. 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 login if they need to generally make themselves available for the same queues at each login simplifying the process and Agent experience.

    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… more

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    24 votes

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14. 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.

    5 votes

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15. 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

    31 votes

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16. 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.

    6 votes

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17. Restrict changes to Queue SLA settings

    Create a Supervisor Security setting to restrict changes to Queue SLA settings by Supervisors

    5 votes

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18. 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)

    6 votes

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19. 30 and 60 Minute Lunch States

    Currently, there is only 1 option for lunch durations. We need to have multiple options available. For instance, some agents take 60 minute lunches and some take 30 minute lunches. Admin options only allow for one or the other.

    9 votes

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20. I would like my CX agents to be able to see how much time they have logged in each state through the daay

    I would like my CX agents to be able to see how much time they have logged in each state through the day. Letting them see how much time they are in available, aftercall, break, lunch, project would be a way for them to self manage their time.

    5 votes

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