156 results found

1. RCX | Audible Notification for Agent Pending Disposition (Pend-Disp) Status

   Feature Enhancement Request – RingCX
   Title: Audible Notification for Agent Pending Disposition (Pend-Disp) Status

   Request Summary:
   Request enhancement in RingCX Agent Workspace to provide an audible notification when an agent remains in Pending Disposition (Pend-Disp) status, similar to the current Ring No Answer (RNA) audible alert behavior.

   Current Behavior:
   In RingCX, when an agent misses an offered interaction and enters RNA (Ring No Answer) status, the agent receives an audible beeping notification until they manually change their state (e.g., Available, Away, or another status).

   However, when an agent enters Pending Disposition (Pend-Disp) status, there is currently no equivalent audible indication that the agent remains in that state.

   Requested Enhancement:
   Introduce an audible alert for agents while they are in Pending Disposition (Pend-Disp).

   Proposed Behavior:

   • Trigger an audible notification when the agent enters Pend-Disp.
   • Continue the notification until the agent:
   completes disposition and returns to an available state, or
   manually changes to another status.
   • Ideally make the behavior configurable at the account/site/queue level (enable/disable and alert interval).

   Business Justification:

   • Prevent agents from unintentionally remaining in Pend-Disp for long periods.
   • Improve awareness and reduce unnecessary occupancy caused by incomplete dispositions.
   • Increase agent productivity and state management consistency.
   • Align user experience with existing RNA notification behavior in RingCX.

   Expected Outcome:
   • Agents receive an audible reminder while in Pend-Disp, helping reduce forgotten dispositions and improving operational efficiency.

   Feature Enhancement Request – RingCX
   Title: Audible Notification for Agent Pending Disposition (Pend-Disp) Status

   Request Summary:
   Request enhancement in RingCX Agent Workspace to provide an audible notification when an agent remains in Pending Disposition (Pend-Disp) status, similar to the current Ring No Answer (RNA) audible alert behavior.

   Current Behavior:
   In RingCX, when an agent misses an offered interaction and enters RNA (Ring No Answer) status, the agent receives an audible beeping notification until they manually change their state (e.g., Available, Away, or another status).

   However, when an agent enters Pending Disposition (Pend-Disp) status, there is currently no equivalent audible indication… more

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2. Ability to hide or disable RingCX/SPOG within the application

   The customer does not want users to access or connect to the Agent icon or SPOG when they are logged into their RingCentral application. However, some users are still attempting to connect to SPOG/RingCX through the Agent icon.

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3. Sub-Status Selection During "Engaged" State for Mid-Call Task Tracking (RingCX)

   Hi Team,

   I am submitting a high-impact Feature Request on behalf of a RingCX customer who manages a high-volume Customer Service Representative (CSR) team.

   Customer Use Case & Workflow
   The customer’s team frequently handles multi-purpose interactions where a single customer call covers multiple distinct topics (e.g., spending the first few minutes on a billing dispute, then transitioning to processing a payment).

   The customer wants supervisors to be able to monitor exactly what an agent's current call is about in real time and track how long they spend on each specific task within that single live interaction.

   Proposed Feature / Ideal Solution
   The customer is requesting the ability for agents to change or update their sub-status while in the "ENGAGED" state, allowing them to specify the active purpose of the call dynamically.

   Ideally, this feature would support:

   Mid-Call Status Swapping: While a call is live and the agent is locked in an active call state, they can use a drop-down menu to select or swap between custom sub-statuses (e.g., switching from "Billing Inquiry" to "Payment Processing") as the conversation moves forward.

   Real-Time Supervisor Monitoring: Supervisors viewing the supervisor dashboard can see the exact active sub-status alongside the "Engaged" state, giving them clear visibility into what the live call is about at any given moment.

   Granular Historical Reporting: The backend reporting engine tracks the precise duration of each sub-status assigned during the call, providing a timeline breakdown of how team members spend their time on a single multi-purpose interaction (e.g., Engaged: 15 mins total | Billing sub-status: 5 mins | Payment Processing sub-status: 10 mins).

   Why Current Functionality Falls Short
   Currently, in RingCX, when an agent takes a call, their global availability status automatically locks to a uniform "Engaged" state to secure the line and maintain routing integrity. Because agents cannot modify or apply a sub-category to this state mid-call, supervisors lose real-time visibility into multi-topic conversations, and the business cannot accurately measure the duration of specific tasks managed during a single call.

   This feature would significantly improve operational tracking and workforce optimization for multi-tier support teams.

   Hi Team,

   I am submitting a high-impact Feature Request on behalf of a RingCX customer who manages a high-volume Customer Service Representative (CSR) team.

   Customer Use Case & Workflow
   The customer’s team frequently handles multi-purpose interactions where a single customer call covers multiple distinct topics (e.g., spending the first few minutes on a billing dispute, then transitioning to processing a payment).

   The customer wants supervisors to be able to monitor exactly what an agent's current call is about in real time and track how long they spend on each specific task within that single live interaction.

   Proposed Feature / Ideal… more

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4. Feature Request — Extend Agent Call History to 7 Days

   Customer Request:
   Allow agents to access and review their call history for at least the previous 7 days.

   Current Behavior:
   There is currently a product limitation on the available agent call history period, and administrators do not have an option to extend the agent call history view to 7 days.

   Customer Requirement:
   The customer would like agents to be able to review their historical calls from the previous 7 days for operational and call review purposes.

   Business Use Case:
   Agents may need to review previous calls to identify specific customer interactions, verify call activity, reference previous conversations, or assist with follow-up activities.

   A 7-day history would provide agents with a more practical timeframe for reviewing recent interactions without requiring administrators or supervisors to retrieve the information through other reporting mechanisms.

   Requested Enhancement:
   Provide an administrator-configurable option to define the number of days of call history available to agents, with 7 days as a minimum requested retention/viewing period.

   For example:

   1 day
   3 days
   7 days
   14 days
   30 days

   Alternatively, provide a fixed 7-day agent call history window if configurable retention is not feasible.

   Expected Behavior:
   When an agent accesses Call History, they should be able to search and review calls made or received within the previous 7 days, subject to the applicable account and data-retention policies.

   Business Impact:
   The current limitation prevents agents from independently reviewing calls older than the available history window. Increasing the available history to 7 days would improve agent productivity and reduce the need for supervisor/admin assistance when reviewing recent customer interactions.

   Priority/Justification:
   A 7-day call history window is a common operational requirement for contact center agents and would provide customers with greater flexibility when reviewing recent customer interactions.

   Customer Request:
   Allow agents to access and review their call history for at least the previous 7 days.

   Current Behavior:
   There is currently a product limitation on the available agent call history period, and administrators do not have an option to extend the agent call history view to 7 days.

   Customer Requirement:
   The customer would like agents to be able to review their historical calls from the previous 7 days for operational and call review purposes.

   Business Use Case:
   Agents may need to review previous calls to identify specific customer interactions, verify call activity, reference previous conversations, or assist with… more

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5. Reliable Canada-to-Canada Call Transfers

   Request:
   Please consider adding support for reliable Canada-to-Canada call transfers without requiring the use of a non-Canadian caller ID or a Canadian carrier workaround.

   Customer Impact:
   The customer reports that Canada-to-Canada transfers previously worked but are now inconsistent, with some transfers completing successfully while others fail. This is impacting their ability to reliably transfer calls to external Canadian numbers and has raised significant concerns about the viability of the service.

   Requested Enhancement:
   Provide a supported and reliable routing solution for Canada-to-Canada call transfers, regardless of whether the destination is another RingCentral customer, while maintaining the appropriate Canadian caller ID and carrier routing requirements.

   Business Impact:
   A reliable transfer capability is critical to the customer's workflow. Continued failures may negatively impact customer satisfaction and could influence their decision to remain with RingCentral when their contract comes up for renewal.

   Request:
   Please consider adding support for reliable Canada-to-Canada call transfers without requiring the use of a non-Canadian caller ID or a Canadian carrier workaround.

   Customer Impact:
   The customer reports that Canada-to-Canada transfers previously worked but are now inconsistent, with some transfers completing successfully while others fail. This is impacting their ability to reliably transfer calls to external Canadian numbers and has raised significant concerns about the viability of the service.

   Requested Enhancement:
   Provide a supported and reliable routing solution for Canada-to-Canada call transfers, regardless of whether the destination is another RingCentral customer, while maintaining the appropriate Canadian caller ID and… more

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6. Last Agent Routing with Digital Queues

   We have last agent routing for Voice Queues, but it would be very helpful to have this for digital queues as well. Example:
   A customer responds to an email thread a couple of days later, but the original agent had closed the interaction due to lack of response or the interaction had timed out. Since the original agent had been working the email thread directly, we should have the option to attempt to route the interaction to them first.

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7. Automatically Change Agent State to Available After Wrap Time

   Problem Description:
   RingCX currently does not automatically change an agent's state from the configured post-call state (such as ACW) to Available after the configured Wrap Time has elapsed.

   Current Behavior:
   Wrap Time only determines how long before another call can be presented to the agent after the previous call has ended. It does not automatically transition the agent's state to Available.

   For example, if Wrap Time is set to 30 seconds and the post-call state is ACW, the agent remains in ACW after the 30 seconds have elapsed unless they manually change their state to Available.

   Expected Behavior / Feature Request:
   Provide an option to automatically transition an agent's state to Available once the configured Wrap Time has elapsed.

   For example:

   Wrap Time: 30 seconds
   Post-call state: ACW
   After 30 seconds: Agent automatically changes from ACW to Available
   Agent becomes eligible to receive the next incoming interaction

   Business Impact:
   This would reduce the need for agents to manually change their state after completing post-call work and help ensure agents become available for the next interaction as soon as the configured wrap period has ended.

   Requested Enhancement:
   Add a configurable option that allows administrators to automatically set the agent's state to Available when the Wrap Time expires, similar to functionality available in other contact center platforms such as NICE and Five9.

   Problem Description:
   RingCX currently does not automatically change an agent's state from the configured post-call state (such as ACW) to Available after the configured Wrap Time has elapsed.

   Current Behavior:
   Wrap Time only determines how long before another call can be presented to the agent after the previous call has ended. It does not automatically transition the agent's state to Available.

   For example, if Wrap Time is set to 30 seconds and the post-call state is ACW, the agent remains in ACW after the 30 seconds have elapsed unless they manually change their state to Available.

   Expected Behavior / Feature… more

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8. Block Incoming CX Calls When Agent Is Already on an Active EX Call

   Request:
   Please submit a feature enhancement to prevent incoming CX queue calls from being presented to an agent who is already engaged in an active EX call.

   Current Behavior:
   When an agent is on an active EX call and an incoming CX queue call is received, the CX call may interrupt the ongoing call, place the active call on hold, and cause the agent's status to change to RNA.

   Requested Behavior:
   When an agent is already engaged in an active EX call, incoming CX queue calls should be blocked or prevented from being offered to that agent until the agent is available.

   Business Impact:
   The current behavior can interrupt active calls, place calls on hold, and result in agents being marked as RNA. This may negatively impact call handling and CX reporting.

   Expected Outcome:
   Agents who are actively engaged in an EX call should not receive or be interrupted by incoming CX queue calls until they become available.

   Priority:
   Please evaluate this enhancement and advise whether it can be implemented, along with any available timeline or alternative configuration/workaround.

   Request:
   Please submit a feature enhancement to prevent incoming CX queue calls from being presented to an agent who is already engaged in an active EX call.

   Current Behavior:
   When an agent is on an active EX call and an incoming CX queue call is received, the CX call may interrupt the ongoing call, place the active call on hold, and cause the agent's status to change to RNA.

   Requested Behavior:
   When an agent is already engaged in an active EX call, incoming CX queue calls should be blocked or prevented from being offered to that agent until the agent… more

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9. inbound CNAM

   For incoming calls into CX, can it automatically pull the CNAM and put it as the Caller Name when the call pops?

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10. option to assign direct number to agents

    It would be helpful to assign a direct number to agents in RingCx. Since RingCX customers would mainly use RIngCX instead of EX. So they would like an option to assign the direct number of agents from EX to CX as well to have SMS capabilities for the numbers being assigned in RingCX Agents

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11. non RingCX users to have access on RingCx voicemail once a voicemail notification is received.

    Description:
    Provide a secure capability for external users to retrieve and listen to voicemail messages left in RingCX. This could be implemented through an authenticated voicemail access flow (such as mailbox identification and PIN verification).

    Business Need:
    Customers and external users sometimes need to access previously submitted voicemail messages without requiring an internal agent to retrieve and relay the message. A secure retrieval option would improve self-service capabilities while maintaining voicemail privacy.

    Security Requirements:

    Require authentication before voicemail playback
    Prevent unauthorized access to mailbox contents
    Allow administrators to enable/disable the feature
    Provide audit logging for voicemail access

    1 vote

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12. Enhance RingCX System-Wide Outage Communication and Browser Compatibility Notifications

    Description:
    Request enhancements to improve customer communication during system-wide incidents and browser-related service impacts within RingCX. Suggested features include:

    Display a real-time in-app service status banner when a known outage is detected.
    Provide a direct option to contact a live support agent from the login screen or error page during major service disruptions.
    Show estimated restoration times and incident updates when available.
    Include a link to the service status page so customers can monitor ongoing incidents.
    Present clear, user-friendly error messages that distinguish platform-wide outages from account-specific or login-related issues.
    Add the ability to broadcast notifications regarding browser updates or browser compatibility changes that may affect RingCentral services. Notifications could be displayed within the RingCentral application, Admin Portal, or login page to proactively inform customers of required browser updates, known browser issues, deprecated browser versions, or recommended workarounds before they impact service.

    Business Justification:
    Customers often cannot determine whether access issues are caused by a platform outage, browser changes, or account-specific problems. Providing proactive outage notifications alongside browser compatibility announcements would reduce unnecessary troubleshooting, minimize support cases, and improve the overall customer experience by keeping users informed of issues that could affect their ability to access and use RingCentral services.

    Description:
    Request enhancements to improve customer communication during system-wide incidents and browser-related service impacts within RingCX. Suggested features include:

    Display a real-time in-app service status banner when a known outage is detected.
    Provide a direct option to contact a live support agent from the login screen or error page during major service disruptions.
    Show estimated restoration times and incident updates when available.
    Include a link to the service status page so customers can monitor ongoing incidents.
    Present clear, user-friendly error messages that distinguish platform-wide outages from account-specific or login-related issues.
    Add the ability to broadcast notifications regarding browser updates or… more

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13. Agent Phonebook to show in alphabetical order

    At the moment, the phonebook is showing in ID order. We would like the ability to configure the agent phonebook to show in alphabetical order.

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14. Automatic Restoration of Auxiliary State After Reconnect

    Summary
    Request to enhance RingCX agent state handling by automatically restoring the previously assigned auxiliary state (reason code) after a session reconnect or brief network interruption.

    Background
    Currently, when an agent experiences a temporary network disruption or session reconnect, the system may restore only the base state (e.g., “Working”) without the associated auxiliary state (custom reason code). While the backend retains the correct state for reporting and analytics, the agent’s UI may display an incomplete or generic state.

    This creates a mismatch between the agent interface and the Live Dashboard, which can lead to confusion and unnecessary troubleshooting.

    Problem Statement
    After a reconnect event:

    The agent UI may lose the auxiliary state (reason code)
    The UI defaults to a base state (e.g., “Working”)
    The backend continues to reflect the correct full state (base + auxiliary)
    Agents may need to manually refresh the browser to resync

    This behavior impacts user experience and may reduce confidence in system accuracy, even though backend data remains correct.

    Proposed Solution
    Enhance the system to automatically restore the full agent state, including auxiliary/reason codes, after a reconnect or session recovery.

    Specifically:

    Persist the last known auxiliary state on the server side
    Ensure the reconnect payload includes both base state and auxiliary state
    Automatically reapply the auxiliary state in the agent UI upon reconnection

    Expected Behavior

    After reconnect, the agent UI should display the exact previous state (base + auxiliary)
    No manual refresh (F5) should be required
    UI and Live Dashboard should remain fully synchronized at all times

    Benefits

    Improved user experience with consistent state visibility
    Reduced confusion and support inquiries related to state mismatches
    Increased trust in system reliability
    Eliminates need for manual UI refresh after reconnect events

    Summary
    Request to enhance RingCX agent state handling by automatically restoring the previously assigned auxiliary state (reason code) after a session reconnect or brief network interruption.

    Background
    Currently, when an agent experiences a temporary network disruption or session reconnect, the system may restore only the base state (e.g., “Working”) without the associated auxiliary state (custom reason code). While the backend retains the correct state for reporting and analytics, the agent’s UI may display an incomplete or generic state.

    This creates a mismatch between the agent interface and the Live Dashboard, which can lead to confusion and unnecessary troubleshooting.

    Problem Statement… more

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15. 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

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16. custom wrap up timer

    Please add additional granularity or the option for custom wrap up timer value. Jumping from 1 to 3 minutes for choices is not ideal. We would like to do 90 seconds, but would settle for 2 minutes. Not having the option to just enter a number of seconds between 0 and 600 seems like forced inefficiency due to a inflexible UI choice.

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17. Add an alert for when the Salesforce client for RingCX disconnects from RingCX

    Customer is inquiring on having a feature that allows the Salesforce for RingCX notify the agent/admin when they have become disconnected from the RingCX dialer within Salesforce. In addition having it also grant what could be the cause of it such as a disconnect code of sorts.

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18. Allow transfer of interactions to a specific agent (RingCX)

    In RingCX, interaction transfer is currently only possible to a specific queue (requeue).

    Unlike Engage Digital, it is not possible to transfer an interaction directly to a dedicated / named agent.
    This limitation is blocking for some operational use cases (expert handling, continuity of service, supervisor routing), where transferring to a specific agent is required.

    Expected evolution:
    Enable the ability to transfer an interaction directly to a selected agent by name, in addition to the existing skill-based and queue-based transfers.

    2 votes

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19. RCX Allow Agent to Open the Queue when they are Logged In

    RCX Allow Agent to Open the Queue when they are Logged In. We do not want them to configure business hours but something that can be managed on their end once given a permission by an Admin.

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20. Dark mode RingCX web version

    Customer would want dark mode feature in RIngCX web for better visibility purpose

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