251 results found

1. 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...

   21 votes

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2. Add Ringtones when Requeuing in SPOG/RCX for RC App

   In SPOG/RingCX for the RC App, add beep/ringtones when requeuing and hitting "ask first".

   10 votes

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3. Prioritize Inbound Calls Over Outbound Calls in Preview Dialer (RingCX)

   Description: Currently, when agents are set to On-Blended and assigned to an outbound campaign in Preview Mode, the system prioritizes outbound calls over inbound calls. As a result, agents do not receive inbound calls while the preview dialer is running. To receive inbound calls, supervisors must manually stop the outbound dialer.

   While this behavior is expected based on the current design, it creates operational challenges for customers handling both inbound and outbound traffic simultaneously.

   Expected / Requested Enhancement:
   Introduce an option or setting that allows inbound calls to be prioritized over outbound calls for blended agents, even when an outbound campaign in Preview Mode is running.

   This feature would allow customers to run outbound preview campaigns without sacrificing inbound call handling, improving operational flexibility, agent productivity, and overall customer experience.

   Description: Currently, when agents are set to On-Blended and assigned to an outbound campaign in Preview Mode, the system prioritizes outbound calls over inbound calls. As a result, agents do not receive inbound calls while the preview dialer is running. To receive inbound calls, supervisors must manually stop the outbound dialer.

   While this behavior is expected based on the current design, it creates operational challenges for customers handling both inbound and outbound traffic simultaneously.

   Expected / Requested Enhancement:
   Introduce an option or setting that allows inbound calls to be prioritized over outbound calls for blended agents, even when an outbound… more

   2 votes

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4. Interaction Summary Overview in Contact Card for Agents

   Today, an agent can see the summary of each interaction. It would be highly valuable to agents if they could see at the top of the list of historical interactions a summary of the previous several interactions to see what's been talked about overall, without having to review every interaction. A paragraph summary including topics discussed will save agents a huge amount of time and improve customer satisfaction.

   2 votes

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5. Drop Down Global Phonebook for Transfers when using the Desktop Ap

   If you use Web Based CX, the agent can utilize a drop down menu to access the Global Phonebook when transferring a call. It does NOT work when the agent is using the Desktop Ap. Can this be updated?

   3 votes

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   Future Consideration  ·  AdminSergey Konovalov (Group Product Manager, RingCX, RingCentral) responded

   Thank you for your interest in this product idea for RingCentral. Currently corporate directory is available for RingCX call transfers, and we have already started our work to integrate personal address book and other integrations as well.

6. Auto answer management options separately for inbound and outbound calling

   the customers would like to be able to manage answer mode in different ways depending on the direction :
   have the ability to enable/disable inbound auto answer
   in parallel have the ability to enable/disable outbound auto answer

   so even if you disable the autoanswer for inbound, you can still "autoanswer" outbound calling

   the impact:
   when receiving a call they should be able to manually answer (1 click)
   when initiating the call they should be able to dial the number without the need to click on 2 different buttons (the dial button + answer button) (1 click - the wished behavior- instead of 2 clicks -current situation when auto answer is disabled)

   I attached a screenshot to show what feature I'm referring to, and potentially we need to distinguish between auto answer for inbound and auto answer for outbound.

   thanks

   the customers would like to be able to manage answer mode in different ways depending on the direction :
   have the ability to enable/disable inbound auto answer
   in parallel have the ability to enable/disable outbound auto answer

   so even if you disable the autoanswer for inbound, you can still "autoanswer" outbound calling

   the impact:
   when receiving a call they should be able to manually answer (1 click)
   when initiating the call they should be able to dial the number without the need to click on 2 different buttons (the dial button + answer button) (1 click - the wished behavior-… more

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   52 votes

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   Future Consideration  ·  6 comments  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
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7. 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

   2 votes

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8. Ability to Transfer calls to the voicemail of RingEX (Ring MVP) users.

   We are unable to transfer calls directly to MVP user voicemail inboxes. The only option is to cold transfer calls directly to the MVP user.

   127 votes

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9. 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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10. Upgrade RingCX Phonebook to detect details when a person from the phone book calls.

    Feature Request: Upgrade RingCX Phonebook to detect details when a person from the phone book calls.

    Request Overview: The customer requests the ability for an address book of phone numbers (of the general public) that they would like to use to identify incoming calls. So, when someone calls from a number that is on that list, their name will show up in RingCX, and agents can decide what they want to do with that call before answering it or in some cases, not answer it.

    Current Behavior: Currently, RingCX Phonebooks is mainly for transferring calls.

    Requested Enhancement: Upgrade RingCX Phonebook to have the same function similar to mobile phone contacts. Wherein if a person is added on the phonebook, the person's name would appear on the agent's screen before answering calls.

    Business Impact:
    Improved Agent Efficiency: Agents can quickly identify callers by name before answering, reducing time spent searching for caller information and speeding up call handling.

    Enhanced Customer Experience: Personalized interactions become easier, as agents can greet callers by name, creating a more friendly and professional experience.

    Reduced Errors: Displaying caller names upfront minimizes the chances of misidentification, helping agents provide accurate and relevant support.

    Feature Request: Upgrade RingCX Phonebook to detect details when a person from the phone book calls.

    Request Overview: The customer requests the ability for an address book of phone numbers (of the general public) that they would like to use to identify incoming calls. So, when someone calls from a number that is on that list, their name will show up in RingCX, and agents can decide what they want to do with that call before answering it or in some cases, not answer it.

    Current Behavior: Currently, RingCX Phonebooks is mainly for transferring calls.

    Requested Enhancement: Upgrade RingCX Phonebook… more

    6 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. 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.

    6 votes

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13. Preserve Original Caller ID in RingEX → RingCX → RingEX Call Transfers

    Ensure that when a call is transferred from RingEX to RingCX and then back to RingEX, the original caller ID remains intact throughout the entire call flow, instead of being replaced by the RingCX system caller ID.

    8 votes

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14. 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

    8 votes

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15. 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

    4 votes

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16. Include Digital State of Agents

    At the moment, agents show as "Available" even though they are handling digital contacts. We would like to request a feature to show the digital state of agents in the supervisor page and analytics.

    2 votes

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17. Option for Required Notes/Scripts/Dispositions on Outbound Calls

    We would like to see an option to only "require" Dispositions/Notes/Scripts for Inbound calls only. Current situation is that a script runs with required categories to populate, this is appropriate for inbound calls, but not outbound calls. If there could be an option to decide what direction the call is for a requirement that would solve this, or an ability to create a custom rule to circumvent the requirement.

    2 votes

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18. 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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19. Allow Agents to Handle Multiple Calls Simultaneously

    We would like to request for a feature that allow agents to handle multiple calls simultaneously.

    2 votes

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20. Feature Request: Conditional Caller ID Enforcement for Warm Transfers and Consultations Across RingCX and RingEX

    *Summary

    Introduce a platform-level capability to enforce conditional Caller ID behavior for internal calls during warm transfers and consultations, ensuring consistent Caller ID presentation across RingCX and RingEX environments.

    *Problem Statement

    During warm transfers or consult calls—whether between RingCX agents or from RingCX to RingEX users—Caller ID presentation may vary and display RingEX Born Super Admin name, queue numbers, site numbers, or system-generated identifiers. This inconsistency creates confusion during internal collaboration. However, once a call is fully transferred or taken over, the receiving party must see the original customer identity to preserve service continuity.

    *Proposed Capability

    Implement call-state–aware Caller ID logic that functions uniformly across RingCX and RingEX:

    • Internal Calls/ Consultation / Warm Transfer phase
    Caller ID = Originating agent’s extension

    • Transfer completed / Call taken over
    Caller ID = Customer’s DID

    *Scope

    In Scope

    • Warm transfers and consult calls originating from RingCX

    • Transfers and consultations targeting:

    RingCX agents

    RingEX users

    • All client and device types:

    RingCX Native ringcx.ringcentral.com

    SPOG

    Deskphones connected to RingCX/EX

    • Automatic Caller ID transition based on call state

    Out of Scope

    • Cold transfers

    • External PSTN Caller ID behavior outside post-transfer state

    Functional Requirements

    1. During a warm transfer or consultation, the displayed Caller ID must be the originating agent’s extension.

    2. Once the call is transferred, taken over, or bridged, the Caller ID must switch to the customer’s DID.

    3. No queue number, site number, or system-generated identifier may be presented at any stage.

    4. Behavior must be consistent regardless of whether the transfer target is RingCX or RingEX.

    5. No per-agent, per-user, or per-device configuration should be required.

    Acceptance Criteria

    • Receiving RingCX agents and RingEX users see the originating agent’s extension during consultation.

    • Upon transfer completion or takeover, the customer’s DID is displayed.

    • Caller ID transitions occur seamlessly without re-ringing, call drops, or UI inconsistencies.

    • Deskphones reflect identical behavior to soft clients.

    • Existing external Caller ID behavior remains unchanged.

    Business Value

    • Ensures consistent internal caller identification across RingCX and RingEX

    • Improves agent collaboration during consultations

    • Preserves customer context at the moment of handoff

    • Aligns with standard enterprise call transfer expectations

    Priority

    • High, especially for hybrid RingCX–RingEX deployments

    *Summary

    Introduce a platform-level capability to enforce conditional Caller ID behavior for internal calls during warm transfers and consultations, ensuring consistent Caller ID presentation across RingCX and RingEX environments.

    *Problem Statement

    During warm transfers or consult calls—whether between RingCX agents or from RingCX to RingEX users—Caller ID presentation may vary and display RingEX Born Super Admin name, queue numbers, site numbers, or system-generated identifiers. This inconsistency creates confusion during internal collaboration. However, once a call is fully transferred or taken over, the receiving party must see the original customer identity to preserve service continuity.

    *Proposed Capability

    Implement call-state–aware Caller ID… more

    2 votes

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