383 results found
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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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The customer wants to disable the Agent Leg dial-back for RingCX outbound calls.
The customer wants to disable the Agent Leg dial-back for RingCX outbound calls.
The customer is requesting a way to bypass the 'Agent Leg' requirement when initiating outbound calls within the RingCX application.1 vote -
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 -
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)
9 votes -
Block RingCentral App (EX) Calls While Agent Is on RingCX Call
Currently, when an agent is on a RingCX call, incoming RingCentral (EX) app calls can still come through, causing interruptions. This request is to enable call status sync in the reverse direction—so that when an agent is active on a CX call, their status is reflected in the EX app, and EX calls are either blocked or suppressed accordingly.
12 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 -
Visibility of Pending Messages Count per Conversation
Requested Evolution / Expected Outcome
Restore or introduce the ability for agents to see the number of pending/unread messages directly at the conversation level, for example by:displaying the pending message count in the conversation bubble in task mode,
or exposing a clear indicator within the conversation list or header,
ensuring the count updates in real time as messages are processed.Business Impact
Without this evolution:task prioritization is less efficient,
workload balancing across conversations and agents is more difficult,
overall handling time and agent efficiency may be negatively impacted.Providing clear visibility of pending message counts would significantly improve…
1 vote -
Agent Script: Allow configuration to limit the width of an agent script, so agent script takes up less screen space
When using Agent Scripts with the Embedded Agent within a CRM (e.g. Salesforce), you cannot limit the width of the RCX Agent Script panel. In Salesforce, specifically, with the Embedded Agent adaptor in "Docked" mode, the Agent Script panel takes up like, a third of the screen real estate - even if your script only consists of a tiny, 30-pixel "HANGUP" button. If you switch to "Undocked" mode, as soon as you answer the call, the size of the Agent adaptor window expands radically to accommodate the extra-wide Agent Script - again, even if the only script element is a…
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Answering%20a%20call%20in%20Salesforce%20-%20undocked%20-%20upon%20answering%20call%2C%20agent%20script%20expands%20to%20take%20up%20half%20the%20screen.png 132 KB -
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1 vote -
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Feature Request: “Mask Audio” Button in RingCX Dialer
Feature Request: “Mask Audio” Button in RingCX Dialer
Title:
Add a “Mask” button in the RingCX Dialer to temporarily hide or block sensitive audio from being recorded or monitored.Description:
Agents occasionally need to capture sensitive customer information (e.g., credit card numbers, SSNs, or account verification data). Currently, RingCX records the entire call without a built-in way to exclude these segments.We propose adding a “Mask” button directly in the RingCX Dialer interface, allowing agents to manually pause or mask the call audio.
When the agent activates the Mask button:
Recording and monitoring streams are replaced with white noise, silence,…
4 votes -
Subject: Feature Request: Add Filter for “Has Coaching Moment” in RingSense
Subject: Feature Request: Add Filter for “Has Coaching Moment” in RingSense
Hi Team,
I’d like to submit a feature request related to RingSense analytics and call review capabilities.
Request:
Add a filter option for “Has Coaching Moment” within RingSense so users can easily locate calls that contain coaching moments, even if no scorecards or feedback were set up at the time the calls were recorded.Customer Need:
Some customers have historical calls that include coaching moments generated before managers were fully trained or before scorecards were configured. Currently, there is no UI filter available for them to pull or isolate…4 votes -
Ability to Transfer calls to the voicemail of RingEX (Ring MVP) users.
We are unable to transfer calls directly to MVP user voicemail inboxes. The only option is to cold transfer calls directly to the MVP user.
142 votes -
Ability to Configure Security and Operational Settings Per Agent (Not Limited to Agent Role)
Summary:
Request to reintroduce or add the ability to configure Security and operational settings (e.g., Call Control, Transfer Options, Real-Time Reporting) at the individual agent level instead of being restricted to Agent Role configuration.Current Behavior:
Following a recent update, settings such as Call Control, Transfer Options, and Real-Time Reporting are now managed exclusively under Agent Roles. Individual agent-level configuration for these options is no longer available.Problem:
Managing these settings only at the Agent Role level reduces flexibility and creates limitations for customers who require exceptions or custom configurations per agent.Common challenges include:
Inability to customize settings for…
1 vote -
Add Ringtones when Requeuing in SPOG/RCX for RC App
In SPOG/RingCX for the RC App, add beep/ringtones when requeuing and hitting "ask first".
10 votes -
Restore configurable “Enter key = line break” behavior in message editor
Context In the previous solution Engage Digital, it was possible to activate an option in settings allowing advisors to create a new line by pressing “Enter” directly when writing messages. This significantly improved writing comfort and reduced errors. In RingCX, this option is no longer available (or not visible). Issue Advisors must now use “Shift + Enter” for every line break. As a result: Line breaks are frequently forgotten Messages are sent incomplete or poorly formatted to customers
1 vote -
Upgrade RingCX Phonebook to detect details when a person from the phone book calls.
Feature Request: Upgrade RingCX Phonebook to detect details when a person from the phone book calls.
Request Overview: The customer requests the ability for an address book of phone numbers (of the general public) that they would like to use to identify incoming calls. So, when someone calls from a number that is on that list, their name will show up in RingCX, and agents can decide what they want to do with that call before answering it or in some cases, not answer it.
Current Behavior: Currently, RingCX Phonebooks is mainly for transferring calls.
Requested Enhancement: Upgrade RingCX Phonebook…
7 votes -
Expose “Team” field in exports and statistics in RingCX
The Team field is correctly configured and populated at agent level in RingCX.
This field is a key structuring attribute used to:Distinguish different contact centers
Identify multiple teams within the same contact centerIt is essential for operational reporting and performance analysis.
1 vote
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