122 results found
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📌 Feature Request: Ability for Agents to Escalate Calls via Form that Triggers Email Notifications
📌 Feature Request: Ability for Agents to Escalate Calls via Form that Triggers Email Notifications
Summary:
Request to add a feature in RingCX that allows agents to escalate calls through a configurable form, which automatically sends an email notification to designated recipients (e.g., management or escalation teams).Details / Business Need:
Current workflow requires TP Patient Experience Voice Queue agents to escalate calls to management using a “TP Escalations” form.
The form should automatically generate and send an email containing escalation details to predefined recipients.
This is critical for time-sensitive issues and improves communication between agents and management.
Problem Statement:…
3 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 -
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.
19 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.
6 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.
5 votes -
Enable Requeue Cancelation or Recovery When Transfer Fails
Allow agents who requeue a call to reclaim it if the transfer fails or the call remains active.
7 votes -
"My caller ID" dropdown should be searchable
"My caller ID" dropdown should be searchable - or at the least I should be able sort the phone numbers as I wish.
My company owns 100s of phone lines which we make outbound calls from, but the drop down is very hard to navigate when you have so many numbers. I suggest that list could be searchable or at least give the admin the option to sort the list to their preference.
Thanks!
22 votes -
We need to be able to separate CIDS in Outbound caller ID by client so we can have agents working for one client not see or be able to pick
We need to be able to separate CIDS in Outbound caller ID by client so we can have agents working for one client not see or be able to pick caller Ids for another client when doing manual calling
11 votes -
SMS Templates (Reply Assistant)
Have Reply assistant appear on initial outbound message for SMS. currently it works on replies but not on the initial outbound message. SMS templates work but not in HubSpot/My Messages in initial outbound SMS; workaround is to use “All Messages”
4 votes -
Custom Agent State
Ability to update the time limit for a custom Agent State aside from Break and Lunch.
3 votes -
caller id
It would be extremely beneficial for contact name to be displayed in RingCX when a contact has been saved. While the phone number is displayed, it would be helpful for agents to know who the caller is before the call is disconnected. This helps them to mentally prepare and is crucial to certain scenarios.
9 votes -
Add Filter for Schedule or Hours-Based Queue Alerts
Issue:
Currently, the alert system does not account for queue schedules, operating hours, or specific time-based configurations. As a result, queues that are intentionally set to operate 24/7 or have custom schedules generate continuous “no agents in queue” or similar alerts outside of normal staffing hours. This leads to unnecessary email traffic and alert fatigue, making it harder to identify genuine issues.Proposed Solution:
Introduce a filter or condition in the alert configuration that allows you to assign a schedule or operating hours for the alert before sending alerts.This enhancement would ensure that alerts such as “no agents available”…
2 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 -
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 -
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 -
monitoring
Within RingCX Supervisor, when selecting real-time monitoring, the RingCx dial pad populates, allowing the supervisor to Whisper and Barge if needed. It also allows the call to be disconnected, meaning the caller and the agent will be disconnected if the end call button is selected by the supervisor from the dial pad. Please disable the end call option, or at a minimum after that is selected a choice should be presented to allow the supervisor to stop monitoring, or to fully disconnect all callers.
I realize that in the top banner of the supervisor window, monitoring can be stopped without…
2 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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