185 results found
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Reliable Canada-to-Canada Call Transfers
Request:
Please consider adding support for reliable Canada-to-Canada call transfers without requiring the use of a non-Canadian caller ID or a Canadian carrier workaround.Customer Impact:
The customer reports that Canada-to-Canada transfers previously worked but are now inconsistent, with some transfers completing successfully while others fail. This is impacting their ability to reliably transfer calls to external Canadian numbers and has raised significant concerns about the viability of the service.Requested Enhancement:
Provide a supported and reliable routing solution for Canada-to-Canada call transfers, regardless of whether the destination is another RingCentral customer, while maintaining the appropriate Canadian caller ID and…1 vote -
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.8 votes -
Post call timers
In a voice queue, aside from having a post-call state option, it will be helpful if the agent can move into the "Working" state once a call is completed, and a timer will be set to put the agent in "Available" after two minutes, or depending on how many minutes we set up.
5 votes -
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 -
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 -
RingCX Agent voicemail greeting
A feature that lets them set a voicemail greeting for RingCX Agent's voicemail.
7 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 -
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 -
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 -
RingCX Audio Settings
Need settings specific to RingCX to be able to adjust call audio levels. The current method is using native Windows audio settings which would bring down levels of other applications.
5 votes -
Feature Enhancement Request: Reduce AI Disposition Display Delay in Disposition Window
Hello RingCX Product Team,
We would like to raise a feature enhancement request related to AI-generated dispositions and their availability in the disposition window.
Our agents are experiencing a consistent delay of approximately 5–15 seconds before the AI-generated disposition is displayed after a call ends. This delay has been reported by multiple agents and is impacting post-call workflow efficiency.
Agents have also observed a clear correlation between call duration and processing time:
Shorter conversations tend to populate dispositions more quickly
Longer calls take noticeably longer for the AI to process and display the disposition
This creates friction during after-call work,…
4 votes -
Allow Use of RingEX User DID as Manual Outbound Caller ID in RingCX
Overview:
Requesting enhancement in RingCX to allow agents to use their assigned RingEX (RCX-integrated) Direct Inward Dial (DID) numbers as selectable options for manual outbound caller ID within the RingCX dialer.Current Behavior:
At present, manual outbound calls in RingCX do not consistently provide the option to select the agent’s RingEX DID as the caller ID. This requires additional configuration or limits flexibility for agents who need to present their direct number when initiating outbound calls.Proposed Enhancement:
Introduce a feature that automatically syncs or makes available the user’s RingEX DID as a selectable outbound caller ID option within the…1 vote -
Bulk log out agents from all queues (real-time dashboard control)
It would be extremely helpful for Admins and Supervisors to have the ability to bulk log out agents from all queues they are currently logged into directly from the real-time dashboards.
The ideal functionality would allow a one-click action to log out selected agents from all queues, with the exception of agents who are currently on an active call (those agents would remain unaffected until their call ends).
This would support:
Faster end-of-day queue management
Improved control during incidents or system issues
Cleaner queue hygiene and reduced risk of agents remaining unintentionally available
Operational efficiency during shift changes
Having this…
3 votes -
Timer on auto answer
In order to allow our agents working in shared contexts to prepare for their calls, we would like to be able to set a delay for automatic call response in RingCX or SPOG.
The two main objectives are as follows:
- to make the agent's work less “oppressive”;
- to allow the agent to prepare to welcome the user.Ideally, we would like to have the same configuration as that available on RingEX, with the queue name displayed in advance and a countdown timer showing the time remaining before the call is automatically answered.
2 votes -
RingCX Feature Request: Agent Notification for Call Monitoring/Barging
RingCX Feature Request: Agent Notification for Call Monitoring/Barging
Description / Summary
Provide a visual or audible notification to RingCX agents when another user or a member of their alert/monitoring group begins monitoring or barging into their active call.Current Behavior
Currently, when an alert group is established allowing agents to monitor each other's live interactions, there is no real-time indicator or alert displayed on the screen of the agent being monitored. The system begins monitoring silently.Requested Enhancement
Introduce a clear, configurable notification setting within RingCX. When an active call is being monitored by another team member or supervisor:Visual…
1 vote -
Outbound Call Notes
It would be nice for manual outbound calls is the notes box will be available for agents to use. Since some agents use RingCX for taking notes as opposed to physical paper or other digital notebooks, having the ability to take notes within RingCX for outbound calls (just as they would be able to for inbound calls), would be great.
1 vote
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