92 results found
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Mask Customer ANI from Agent
Support Case already submitted but got closed: 29329693
Request
Problem description: Customer requested to mask customer's ANI for all incoming inbound calls. We created Cloud profile but it is still showing the ANI.
Actual behavior: For any inbound call ANI is still being displayed
Expected behavior: Customer's ANI is no longer shown to the agent for any inbound calls.1 vote -
Compliance - Remove my data email button
California, Virginia, Colorado, Connecticut, Texas, Oregon, Delaware, Maryland all have comprehensive data deletion requirements, and it would be helpful to have a standardized 'button' that allows for an email to be sent to a specific defined email address that can be actioned by supervisors/staff. The email would contain the lead data needed: Account, Campaign, date time stamp, lead phone, name, address, city, st, zip. notes. Similar to an email that is generated off of a disposition notification but without having to have a gazillion dispositions created for this.
1 vote -
1 vote
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Enhanced Dialer & Voicemail Control for Agents
Currently, RingCentral’s dialer and voicemail functionalities limit agent flexibility and efficiency. Personalized voicemail drops require an admin to create a separate campaign-level disposition for each agent’s custom recording, making it unscalable for teams. Additionally, in Progressive Dialer mode, agents cannot stop or cancel a call once the system begins dialing, which disrupts workflows and reduces operational control.
This feature request proposes enhancements to provide agents with:
Scalable, agent-specific voicemail options without needing manual admin configuration.
The ability to cancel or stop calls in progress within the Progressive Dialer to improve responsiveness and control.These improvements aim to streamline agent workflows,…
1 vote -
Please modify current UI for transfers to allow for usage of only corporate directory.
Currently; the "Internal" transfer tab results would be utilized to transfer an RCX call to another RCX agent who is logged in to the platform. The "Corporate Directory" transfer tab results would be utilized to transfer an RCX call to a users REX ext.
The overall ask is to have there be a global directory that shows all results together, rather than have the separation of these results between multiple transfer tab types (Internal Transfer and Corporate Directory being two examples)
2 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 -
RCX - Plantronics hub Compatibility with RCX
Ability to allow the use of the Plantronics hub through RCX.
Customers who are using the RingCentral Office phone via the RCX and the RC app is integrated with the Teams app should be able to use the Plantronics hub without an issue.
2 votes -
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.
3 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.
3 votes -
Subject: Feature Request: Separate Disposition and Wrap-Up Settings in RingCX
Summary:
We request a feature enhancement for RingCX that allows Wrap-Up settings to function independently, even when Agent Disposition is disabled. Currently, the Disposition prompt is tied directly to Wrap-Up, making both share the same time settings. This limitation restricts operational flexibility and does not align with customer preferences for separate configurations.Detailed Description of the Request:
At present, in RingCX, the Disposition prompt and Wrap-Up are intertwined:If Disposition time is set to 30 seconds, the same applies to Wrap-Up time.
Disabling Disposition entirely also disables Wrap-Up functionality, which is undesirable for customers who prefer one without the other.…7 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).
1 vote -
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.
1 vote -
RingCX: Add Call Log and Report to Quick Access on Home Page
Currently, the RingCX home page has a "Quick Access" section. We would like to request the addition of two new, configurable links to this section: "Call Log" and "Reports."
Having these links readily available on the home page would save time and clicks for our agents and administrators, allowing them to quickly access key information and analytics without navigating through multiple menus. This feature would significantly improve the user experience and overall efficiency when using RingCX.
1 vote -
Unified Call View – Active & Waiting Calls on One Screen
Customer Expectation:
Agents should be able to view all active calls and queued calls simultaneously within a single interface, with efficient use of available screen space. The goal is to minimize context switching and allow agents to manage their workload without navigating between tabs.Current Limitation:
RingCX requires agents to toggle between separate tabs to see active calls and queued calls. This design interrupts workflow, creates unnecessary clicks, and increases the risk of overlooking queued interactions—especially in fast-paced call environments.Benefits:
- Continuous Workflow: Agents can stay in one screen without breaking focus.
- Quicker Call Management: Immediate awareness of…1 vote -
Unavailable Code Logout Timer
NICE CXone has a "Agent Timeout" setting on each unavailable code. Please add the functionality to toggle on an "Agent Timeout" for each unavailable code. When enabled, and the agent reaches the value set for the timeout, the agent would be logged out of the RingCX system. This is useful for agents that put themselves into an unavailable code like Lunch, without realizing they are taking the rest of the day off. For example, most employees take a one hour lunch break. The "Agent Timeout" for the Lunch available could would be set to 120 minutes (two hours). The agent…
1 vote -
Native Call Waiting Functionality with Real-Time Caller ID Visibility for In-Queue Callers in RingCX Agent Interface
Add a native feature to display Caller ID (name and number) of waiting callers (2nd, 3rd, etc.) within the active call screen in the RingCX Agent interface.
Current Limitation:
Agents are currently unable to see Caller ID information for waiting calls unless they leave the active call view and manually navigate to other areas like the Analytics or Supervisor tabs. This creates a disjointed experience and impacts real-time decision-making.Use case:
An agent is currently engaged in a live call. While speaking, they can glance at the interface and see the next caller waiting — “John Smith | (555) 123-4567…1 vote -
Agent State
Make Agent States by Agent and not a global setting.
1 vote -
Synchronization of External Shared Contacts between RingEX and RingCX Directories
Feature Request: Synchronization of External Shared Contacts between RingEX and RingCX Directories
Request Overview: The customer requests the ability for external shared contacts that appear in the RingEX company directory to also be visible in the RingCX directory.
Current Behavior: Currently, external shared contacts added to the RingEX company directory do not automatically appear in the RingCX directory. This lack of synchronization requires users to manually add or manage contacts across both platforms, resulting in duplication of efforts and potential discrepancies between directories.
Requested Enhancement: Enable automatic synchronization of external shared contacts between the RingEX company directory and the RingCX…
14 votes -
Add manual dialing for referred customers
When some potential customers mention that they know someone who is looking for or needing our services and want to give us their number, or when they indicate that their spouse is the one we need to speak to and volunteers their number - it would be ideal and a great aid if we were actually able to use that information to take advantage of the presented opportunity and cease the moment and get referred customers.
1 vote -
Pie chart report displaying a list of agent names along with the total number of answered calls shown on the Realtime dashboard
The customer requested a Pie chart report displaying a list of agent names along with the total number of answered calls shown on the Realtime dashboard.
1 vote
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