319 results found
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Sync RingCentral App status with RingCX SPOG status
The ability of the RC app to change its status to DND when a RingCX call comes in, so they won't receive an REX call. The same goes when receiving an RC App call to change the RCX status to Unavailable or Busy.
9 votes -
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.
13 votes -
Add more Stats to Agent screen in RCX
Please add Total wrap time , total break time , total lunch time , total coaching time that are visable to agents on their stats page
8 votes -
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…
16 votes -
Add two more drop-down menus in RingCX Digital Disposition (for a total of three) alongside the existing “Notes” text field.
Add two more drop-down menus in RingCX Digital Disposition (for a total of three) alongside the existing “Notes” text field.
Use Case: This will allow agents to categorize interactions more effectively with:
Notes (text field)
Disposition (drop-down)
Category 1 (drop-down)
Category 2 (drop-down)
10 votes -
Hide EX Caller IDs when logged in to CX
CX users have the EX dialpad populating when selecting the dialpad. This is creating a discrepancy with their CX functionality and reporting of outbound calls. The call detail is capturing in their EX history instead of in their CX history, and the associated reporting in CX is not capturing the details. Desired functionality is that if the user is in CX mode, the only dialpad that will populate is the CX dialpad. Seems this is occurring when disposition window is open and dial pad is selected, and/or if disposition is not selected and subsequent outbound call is attempted.
2 votes -
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 -
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.5 votes -
Add “Average waiting Time” column to Real-time Agent view
Add a new column “Average waiting Time” in the Real-time Agent view.
This column should display, for each connected agent:The average waiting time of client
Calculated on a time window consistent with real-time data
Based on ongoing and/or recently handled interactions (same logic as other real-time KPIs)1 vote -
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 -
An email address book in CX
It would be really useful to have an address book in CX to store email address. Our agents frequently forward on emails so without this, it slows them down.
4 votes -
ability to transfer agent assignment in RingCx
Customers / admins should have the ability to reassign agent group assignment in RingCx. This would be more helpful since not all company have stable agents. Some are multi trained and being moved to different groups.
1 vote -
RingCX Default as outbound caller ID
It would be helpful and beneficial if we didn't need to select the RingCX Default as the mycaller ID every time when using the RC App. This feature is working as expected when using the RingCentral web.
3 votes -
Allow extension dialing within RingCX SPOG
Currently within RingCX SPOG, once you start your session and go to the dial pad and enter an extension in the dial pad with "RingCX Default" set as your caller ID, and then press enter and select the option "Dial" or press "Enter" on your keyboard, it will prompt an error "The number is invalid, please check it carefully and try again"
When you have a session started but select a RingEX caller ID, you can type the extension and then hit "Enter" or "Dial" and it will connect.
What we want is the ability to dial a RingEX extension…
3 votes -
Single Pane of Glass | Both EX and RCX call logs should appear on the same page
Wanted to be able to see the voicemails for both EX and CX, and similarly have the call logs for both EX and CX displayed on the same page
2 votes -
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?
4 votesThank 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.
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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 -
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…
11 votes -
Allow RingCX alerts to be sent to multiple selected users
It would be highly beneficial if RingCX alerts allowed Admins to select multiple users as recipients within a single alert configuration.
At present, alert routing appears to require either:
Single-user targeting, or
Separate configurations per user
This increases administrative overhead and makes alert management more difficult at scale.
Enhancing this to support multi-user selection would:
Reduce duplication of alert configurations
Improve scalability for larger teams
Ensure consistent notification distribution
Simplify ongoing maintenance
This is especially important for operational alerts that need to notify multiple Supervisors or stakeholders simultaneously.
2 votes -
Automatic Queue Log Out After Configurable Inactivity / Time Threshold
It would be highly beneficial to introduce a configurable automatic log-out feature for agents after a specified time threshold (e.g. end of shift or defined inactivity period).
Key requirements:
Admin-defined time threshold
Agents on an active call at the time of trigger would not be interrupted
Once the active call ends and the agent submits the disposition, they should not return to Available, instead, they should automatically be logged out of all queues
This would:
Improve queue governance and SLA integrity
Prevent agents remaining accidentally logged in after shifts
Reduce manual supervision effort
Support stronger adherence and workforce management controls
…
2 votes
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