363 results found
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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
2 votes -
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 access1 vote -
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…1 vote -
RingCX Queue/Global Phonebook used for Manual Outbound Calls
Would like to have the Global Phone book or Queue Phone book to be visible/available to the agent when doing a manual outbound call.
Currently the Global Phone Book or Queue Phone book is only useful when you do have an active call.
91 votes -
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.
1 vote -
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…
1 vote -
Enable Searching and Managing Contacts even without being on an Active call
Currently, full contact cards in RingCentral are only accessible during an active call. When not on a call, users cannot search for, view, or update contacts unless they navigate through Call History, which is limiting and inefficient.
Requested enhancement:
Provide a centralized Contacts view that allows agents to:Search and manage contacts at any time (not just during active calls)
View full contact cards outside of calls
Create, edit, and update contacts proactively2 votes -
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.
…
6 votes -
Email alert when all logged-in agents are in "working" state and callers are waiting
When a RingCX queue has agents logged in but all of them are in a "working" (busy/not-available) state, callers sit in queue with no signal to operations that the queue is effectively unstaffed. Idea suggests that RingCX to send an email to a configured address (e.g., the floor manager) the moment that condition occurs, so someone can intervene.
If the queue is open, and there are agents logged in but in a "working" state, a caller can be left waiting indefinitely. Would be helpful to have the ability to send an email to a specific email address so the management…
2 votes -
live agent state visibility for other agents in same queue
It would be very practical for agents in a queue to be able to see in the Ringcentral app who is logged into the queue, including their status, but without being able to see the KPIs of the other users, as is possible with the supervisor function.
Background: Possible coordination between agents regarding breaks, end of work, covering availability without data protection problems.15 votes -
Voicemail Box
Call centers currently do not have a unified voicemail box. They can only receive voicemails to an email. This requires the users to constantly monitor their email and search for voicemails in a separate application. A voicemail box, like Ring EX provides, for the call queues would allow agents to stay within their application and it would allow them to have full functionality out of a single pane of glass.
2 votes -
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.
1 vote -
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.
3 votes -
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 -
RingCX Agent: Ability to Modify Voice Connection Options for Agents
Some agents are inadvertently logging in using the RingCentral App instead of the Integrated Softphone. As a result, calls routed to the RingCentral App are left unanswered and often abandoned. Since Presence Sync is not yet available, the RingCentral App must be set to Do Not Disturb (DND) to prevent calls from being delivered simultaneously.
This feature should allow administrators to modify the available Voice Connection options for agents, ensuring that calls are routed correctly and reducing missed or abandoned calls.
11 votes -
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.
2 votes -
Separate Off Hook mode/ permanent connection management options for inbound and dialer-campaigns calling
customers would like to be able to manage answer mode in different ways depending on the type ( inbound/manual outbound VS dialers/campaigns ) :
have the ability to enable/disable the off hook / permanent connection for inbound calls separately from the dialer/campaigns off hook / permanent connection mode.so even if you disable the permanent connection/off hook for inbound, you can still have the dialer calls (as when you start dialing it switches you to off hook mode automatically).
or the other way around if you start the dialer - it would switch to off hook for the dialer -…
33 votes -
Dark mode RingCX web version
Customer would want dark mode feature in RIngCX web for better visibility purpose
1 vote -
RingCX Grammar Check
Grammar check - If there are errors give prompt to agent to ok before sending email or chat.
4 votes -
Feature Enhancement Request: Agent Role Permission for Shared Real-Time Dashboard Access
Feature Enhancement Request: Agent Role Permission for Shared Real-Time Dashboard Access
Feature RequestIntroduce a new role-based permission that allows Agents to access Shared Real-Time Dashboards without granting them additional administrative or supervisor privileges.
Business Need
Currently, access to Shared Real-Time Dashboards is limited based on existing role permissions. Many organizations would benefit from allowing agents to view shared dashboards that display live operational metrics while maintaining restricted access to administrative functions.
This feature would improve transparency and enable agents to monitor queue performance, service levels, and other key metrics that help them manage their workload more effectively.
Proposed Enhancement
…
1 vote
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