97 results found
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The customer wanted the option to change the Inbound call detail information in the RingCX|Agent application from DNIS to Caller ID Name.
The customer wanted the option to change the Inbound call detail information in the RingCX|Agent application from DNIS to Caller ID Name.
7 votes -
Being able to disconnect or remove the other party on a call using SPOG
They would like to be able to hang up or remove the other party on a call using their SPOG. Currently, when they end a call, it disconnects both parties, and they want the option to hang up only the second call instead.
1 vote -
next steps filter
For RingSense, I would like to see if we could simple add a filter for Next Steps so someone can filter all of their meetings to find out our next steps for each meeting. My next suggestion should be to add a daily report email that sends those tasks to your email so you don't have to open up RingSense every day to get those tasks.
1 vote -
RingCX - Agent Whisper be enabled in ACD Callback
Currently, agent whisper are only working for incoming calls that waited in the line. But customer who leave a callback. The agent's whispers are not working.
5 votes -
establishing contact information in RingCX incoming call
Agent would see a pop-up on the right side of the app showing the contact information during an inbound call.
They would update it but when the same customer call back in, the information won't show their name, just showing the number and unknown
Customer suggested that if possible to show the contact information so that the agents would be notified whether the caller is a VIP or not.3 votes -
Caller ID when transferring a call.
Display the Outside Caller ID when a call is forwarded. I would like to see the caller's ID and not that of the extenstion who forwarded the call.
5 votes -
5 votes
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Main Screen Functionality
Need the ability to see MISSED Calls on the main agent screen and be able to click and call them back.
3 votes -
add text message notigications for managers when agents states are incorrect
Would be great to have a feature that allows managers/supervisors to receive text message notifications when agent states are abused. Example, an agent in an RNA state for more than 1 min. Manager would receive a text message alerting them of the agent's state.
1 vote -
Complete Call Handling Through Physical RC Phone
Here at the City of Bend, some Contact Center team members use their Desk Phones to handle calls, transfers, putting on hold, etc. On RCX, you can "Login with RC Phone" option Logging into RCX, but the receptionists must handle the call through the HTML RCX Interface. We assumed this would allow receptionists to completely handle calls through the physical RC Phone, however, we are being told this does not work at this time. We would like to handle the entire call control from the physical desk phone.
10 votes -
Nomenclature of outgoing call numbers
It is not possible to copy/paste numbers containing spaces for the numbering of outgoing calls. This is a time-consuming process for manually entering numbers or deleting spaces. This feature will optimize the processing time.
4 votes -
Add integration for the RingSense for RingCX icon within the RingCentral app interface
Request to integrate the RingSense for RingCX icon into the RingCentral app interface to improve accessibility and visibility for users. Currently the icon only shows in the RingCentral app if the account has RingSense for Sales. The icon should be positioned consistently with other app features and allow users to easily launch or access RingSense for RingCX functionality directly from the main app UI. Acceptance Criteria: RingSense for RingCX icon is visible within the RingCentral app UI. Icon links to or opens RingSense for RingCX features. Placement is consistent with existing design standards. Available for users with appropriate permissions.
3 votes -
💡 Feature Request: Conditional Call Routing for Supervisors Within Shared Queue
Summary:
Enhance queue logic to allow conditional call routing to supervisors who are part of the same queue but should only receive calls flagged as escalations or transfers from agents, while remaining in Available status.Current Limitation:
In the current setup, any supervisor assigned to a queue and set to Available will receive regular inbound queue calls unless they manually switch to a different status (e.g., Working) to avoid being routed normal contacts. This manual workaround is not ideal, as supervisors must remain Available to handle warm transfers or escalation scenarios from frontline agents.Proposed Enhancement:
Introduce an optional "Escalation-Only…2 votes -
Auto populate AI Summary in Email Templates when dispositioning a call
Add a tag or variable in RingCX "Email Templates" that dynamically inserts AI-generated call summaries. This would enable the system to automatically include the summary of a call in a follow-up email sent to the caller after the call has been dispositioned.
This enhancement streamlines post-call communication, improves customer experience, and ensures that key conversation details are accurately and consistently conveyed via email without requiring manual input.
2 votes -
Deployment of RING CX application
Currently we use the application Ring CX to overcome the problem of pop-up, however it does not allow to code calls, nor to carry out call transfer. The roll-out of the Ring CX application, as announced later this year, should allow these features to be used.
Unable to code and transfer on the Ring CX application.Currently we perform these tasks (call end coding and call transfer) from the web interface, but this requires switching between tools (Ring CX application lient Ring CX web).
3 votes -
Give RCX agents ability to transfer to REX External Shared Contacts Directory
The current external directory is cumbersome to build in RCX. Since the REX External Shared Contacts Directory already exists and is easy to bulk upload contacts, we should provide RCX agents with access to the REX External Shared Contacts Directory for transfers.
5 votes -
An option to hide or disable the ability to transfer calls to a RingEX number or extension within the RingCX platform
An option to hide or disable the ability to transfer calls to a RingEX number or extension within the RingCX platform
2 votes -
Customizable Agent State in RingCX
Agent cannot receive SMS and other Digital interactions when they are in an "Away" State.
They are required to be in "available" to take those digital interaction, but at the same time, get incoming call.
It would be better if we can customize agent state in ringcx where agent will only get digital interaction and not inbound call.
2 votes -
Callers routing to RingCX queues during off hours should not show as 'Inbound Abandoned'
It would be helpful to filter the report to show only the actual abandoned calls that occurred while the queues were open during business hours. The customer needs a quick and reliable way to see the percentage of abandoned calls that happen specifically when staff are available and actively working.
2 votes -
This account requires the capability to filter interactions based on the age of the interaction in both reporting and inboxes. The current f
This account requires the capability to filter interactions based on the age of the interaction in both reporting and inboxes. The current functionality only allows filtering by date.
3 votes
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