185 results found

1. Add Busy Tone and Announcement options for RingEX calls during active RingCX sessions

   Current Behavior: The "Send RingEX calls to voicemail" feature currently routes all direct calls to the user’s personal voicemail while they are on a RingCX call. There is no alternative for organizations that do not use voicemail or want to avoid agents managing a personal inbox backlog.

   Proposed Solution: Expand the current "Send to Voicemail" permission into a selectable menu with three additional handling options:

   • Busy Tone: Disconnect with a busy signal to indicate the agent is occupied.

   • Announcement Only: Play a "User is busy" recording and disconnect without allowing a voicemail to be left.

   • Forwarding: Route the direct call to a prefered destination.

   Business Value:

   • Agent Efficiency: Prevents REX personal voicemail clutter for agents in high-volume CX environments.

   • Improved CX: Callers get immediate feedback (Busy/Announcement) rather than leaving messages that may not be checked for hours.

   • Flexibility: Supports business workflows where personal voicemail is disabled or not used.

   Benefits:

   • Eliminates administrative overhead for agents.

   • Provides more professional call handling options during active CX sessions.

   • Allows for "Active" rather than "Passive" call management.

   Current Behavior: The "Send RingEX calls to voicemail" feature currently routes all direct calls to the user’s personal voicemail while they are on a RingCX call. There is no alternative for organizations that do not use voicemail or want to avoid agents managing a personal inbox backlog.

   Proposed Solution: Expand the current "Send to Voicemail" permission into a selectable menu with three additional handling options:

   • Busy Tone: Disconnect with a busy signal to indicate the agent is occupied.

   • Announcement Only: Play a "User is busy" recording and disconnect without allowing a voicemail to be left.

   • Forwarding: Route the direct call… more

   23 votes

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2. Feature Request: Scheduled Callbacks for Voice Queue Dispositions

   Feature Request Title: Scheduled Callbacks for Voice Queue Dispositions

   Product Area: RingCX — Voice Queues / Dispositions / Queue Callback Lists

   Feature Request:

   Add a Schedule Callback option to Voice Queue dispositions. When an agent selects this disposition, they should be able to specify the callback date, time, phone number, and optional notes.

   The scheduled callback should then appear in the Queue Callback Lists tab and notify the appropriate agent when it becomes due.

   Requested notification and dialing options:

   • Display an alert, banner, or persistent notification telling the agent that a scheduled callback is due and needs to be completed.

   • Optionally allow RingCX to automatically dial the scheduled callback when the assigned agent’s state changes to Available.

   • If the original agent is unavailable, optionally allow the callback to be handled by another eligible agent in the queue.

   • Show the callback’s status, such as Scheduled, Due, In Progress, Completed, Missed, or Rescheduled.

   • Allow authorized users to reschedule, reassign, or cancel a pending callback.
   Record the callback activity in the interaction history and reporting.

   Example Workflow:

   1. An agent completes a Voice Queue interaction.
   2. The customer requests a callback at a specific date and time.
   3. The agent selects Schedule Callback as the Voice Queue disposition.
   4. The agent enters the callback schedule and saves it.
   5. The callback is added to the Queue Callback Lists tab.
   6. When the callback becomes due, RingCX displays an alert or banner to the agent.
   7. Depending on the configured behavior, the agent can manually start the call, or RingCX automatically dials the customer when the agent becomes available.
   8. The callback result is recorded and the item is removed from, or marked completed in, the callback list.

   Business Need:

   Voice Queue agents often receive requests to call customers back at a specific time. Without a native scheduling workflow, agents must rely on external calendars, notes, or manual reminders. This creates a risk of missed callbacks, inconsistent customer experiences, and incomplete reporting.

   Adding scheduled callbacks directly to Voice Queue dispositions would centralize callback management, improve agent accountability, reduce missed customer commitments, and provide better operational visibility.

   Important Distinction:

   This request is specifically for Voice Queue dispositions. It is separate from the existing scheduled-callback functionality associated with Campaign Dialer dispositions. The requested feature should work for inbound or Voice Queue interactions and integrate with the Queue Callback Lists workflow.

   Acceptance Criteria:

   • Agents can schedule a callback from a Voice Queue disposition.
   • The callback date, time, time zone, phone number, and notes can be captured.
   • The scheduled callback appears in the Queue Callback Lists tab.
   • The assigned agent receives a visible notification when the callback becomes due.
   • Administrators can configure manual dialing or automatic dialing when the agent becomes available.
   • RingCX prevents multiple agents from calling the same callback simultaneously.
   • Missed or overdue callbacks remain visible and can be escalated or reassigned.
   • Callback attempts and final outcomes are included in interaction history and reporting.

   Feature Request Title: Scheduled Callbacks for Voice Queue Dispositions

   Product Area: RingCX — Voice Queues / Dispositions / Queue Callback Lists

   Feature Request:

   Add a Schedule Callback option to Voice Queue dispositions. When an agent selects this disposition, they should be able to specify the callback date, time, phone number, and optional notes.

   The scheduled callback should then appear in the Queue Callback Lists tab and notify the appropriate agent when it becomes due.

   Requested notification and dialing options:

   • Display an alert, banner, or persistent notification telling the agent that a scheduled callback is due and needs to be… more

   12 votes

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3. ring CX call id

   When receiving an incoming call from an employee their name is not displayed unless they are on the ex side only. This causes confusion on who is calling. We would like for the employees name that is calling any internal extension to be displayed on the incoming call whether they are cx or ex

   22 votes

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4. Feature Request: Configurable Agent “Working” State Timeout

   Feature Request: Configurable Agent “Working” State Timeout
   Summary

   Enable RingCX administrators to configure a maximum duration that agents can remain in the Working status. When an agent reaches the configured timeout—for example, one hour—RingCX should automatically perform an administrator-selected action.

   Problem Statement

   • Agents may unintentionally remain in the Working status for extended periods, making them unavailable to receive new interactions. This can reduce queue coverage, affect service levels, and require supervisors to identify and correct agent statuses manually.

   Proposed Solution

   • Add an Agent State Timeout setting to the RingCX Admin Portal. Administrators should be able to:

   1. Enable or disable the timeout for the Working status.
   2. Configure the timeout duration.
   3. Select the action RingCX performs when the threshold is reached. Timeout Actions

   Administrators can choose one of the following actions:

   1. Sign out of RingCX • Completely sign the agent out of RingCX.
   2. Sign out of all queues • Remove the agent from every assigned queue while keeping them signed in to RingCX.
   3. Change status to Available • Automatically change the agent’s status from Working to Available so they can receive new interactions.
   4. Do nothing Keep the agent in Working status. The timeout event may still be recorded for reporting or monitoring purposes.

   Functional Requirements
   • The timeout duration must be configurable by an authorized administrator.
   • The timer starts when an agent enters the Working status.
   • The timer resets whenever the agent exits and later re-enters the Working status.
   • The configured action is performed only if the agent remains continuously in Working status for the entire timeout period.
   • If the agent changes status before the threshold is reached, no timeout action is performed.
   • The setting may be configured globally and, if supported by RingCX’s configuration model, overridden for specific teams or agent groups.
   • Only users with the appropriate administrative permissions can change the timeout configuration.
   • Configuration changes should be recorded in the administrative audit log.

   Each timeout event should record:
   • Agent name or ID
   • Time the agent entered Working status
   • Configured timeout duration
   • Time the threshold was reached
   • Action performed

   Result of the action

   Agent Experience

   • RingCX should optionally notify the agent before performing the configured action. For example:

   "You have been in Working status for 55 minutes. Your status will automatically change in 5 minutes."

   When the action is performed, the agent should receive a confirmation explaining what happened and why.

   Acceptance Criteria

   1. Given that the Working State Timeout is enabled, when an agent remains continuously in Working status for the configured duration, then RingCX performs the selected timeout action.

   2. Given that the selected action is Sign out of RingCX, when the timeout is reached, then the agent is signed out of RingCX.

   3.Given that the selected action is Sign out of all queues, when the timeout is reached, then the agent is removed from all queues but remains signed in to RingCX.

   1. Given that the selected action is Change status to Available, when the timeout is reached, then the agent’s status changes to Available.

   2. Given that the selected action is Do nothing, when the timeout is reached, then the agent remains in Working status and no automatic status change or sign-out occurs.

   3. Given that an agent exits Working status before reaching the timeout, then no timeout action is performed and the timer is cleared.

   4. Given that an agent later re-enters Working status, then a new timeout period begins.
      Given that an automatic timeout action occurs, then the event and its result are recorded in the audit or activity log.

   5. Given that a pre-timeout notification is enabled, then the agent receives a warning at the configured time before the action occurs.

   Business Value

   This feature would help organizations:

   • Prevent agents from remaining unavailable unintentionally.
   • Improve queue coverage and workforce availability.
   • Reduce manual monitoring by supervisors.
   • Improve the accuracy of agent-state reporting.
   • Maintain service levels through consistent status management.

   Feature Request: Configurable Agent “Working” State Timeout
   Summary

   Enable RingCX administrators to configure a maximum duration that agents can remain in the Working status. When an agent reaches the configured timeout—for example, one hour—RingCX should automatically perform an administrator-selected action.

   Problem Statement

   • Agents may unintentionally remain in the Working status for extended periods, making them unavailable to receive new interactions. This can reduce queue coverage, affect service levels, and require supervisors to identify and correct agent statuses manually.

   Proposed Solution

   • Add an Agent State Timeout setting to the RingCX Admin Portal. Administrators should be able to:

   1. Enable or… more
   11 votes

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5. RingCx Agent non-activity (Idle) for an amount of time - to change status to any unavailable state

   The customer wants agents' status to automatically change to a selected unavailable state after a specified idle time period.

   9 votes

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6. RCX AGENT DIALPAD

   RCX Agent Dialpad should be added on Agent Tab in RingCentral App.
   This means that the Dialer/Dialpad within RingCX Tab has RingCX CallerID's by default and will have no option to use RingEX lines as OB Caller ID. This will enhance and minimize agent errors when making an outbound call.

   •  

   12 votes

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7. Overriding Wrap Up ACD State

   Agents should be able to override the pre-set wrap up time. They should be able to change their status back to available if no wrap up time is required and continue tackling the calls holding.

   6 votes

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8. RingCx Agent Stop Dialing key to automatically change status of agent to RNA or any unavailable state.

   RingCx Agent Stop Dialing key to automatically change status of agent to RNA or any unavailable state.

   5 votes

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9. Offer post-call disposition

   Current Behavior:

   When agents make outbound calls and the call is intercepted, automatically dropped, or the number is out of service, their status automatically changes back to “Available.” This can cause issues when multiple calls are waiting in the queue, as agents may immediately receive a new call even though they just finished handling the previous one.

   Expected Behavior:

   When an outbound call is classified as “Intercepted,” automatically dropped, or the number is out of service, RingCX should provide the post-call disposition option and allow agents to select their next agent state instead of automatically returning to “Available.”

   Possible Business Values

   Improved Agent Availability Control – Lets agents select the appropriate post-call state instead of automatically returning to Available after an intercepted, dropped, or out-of-service call.

   Prevents Unintended Calls – Reduces the likelihood of agents immediately receiving another inbound call when they have just completed an outbound attempt and still need time to document the interaction or perform follow-up work.

   Better Queue Management – Helps prevent unnecessary calls from being routed to agents who are not actually ready to handle another interaction, particularly when there is a high volume of calls waiting in the queue.

   Improved Agent Productivity – Gives agents the ability to properly disposition unsuccessful outbound attempts and select the appropriate next state, reducing the need to manually change their status immediately afterward.

   Improved Customer Experience – Helps ensure agents are genuinely ready before receiving another customer interaction, reducing situations where an agent is unexpectedly presented with a new call immediately after an unsuccessful outbound attempt.

   Current Behavior:

   When agents make outbound calls and the call is intercepted, automatically dropped, or the number is out of service, their status automatically changes back to “Available.” This can cause issues when multiple calls are waiting in the queue, as agents may immediately receive a new call even though they just finished handling the previous one.

   Expected Behavior:

   When an outbound call is classified as “Intercepted,” automatically dropped, or the number is out of service, RingCX should provide the post-call disposition option and allow agents to select their next agent state instead of automatically returning to “Available.”

   Possible Business… more

   4 votes

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10. Hold timer ringback

    Request to add the following feature, "Hold Timer Ringback"

    Feature that automatically rings the agent’s phone or forces the call to pop back into an active state after a set duration defined in the admin portal.

    8 votes

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11. Require Notes for Disposition Needed for Digital Queues

    In a Voice Queue, when the "Other" disposition is selected, there is an option to require agents to enter notes. This setting can be found in the RingCX platform by navigating to:

    Voice Queue Dispositions → Select the "Other" disposition → Edit Voice Queue Disposition

    Within the disposition settings, there is a "Require Note" checkbox that can be enabled to make notes mandatory when agents select that disposition.

    However, when navigating to Digital Queue Dispositions and editing the "Other" disposition, there is no equivalent "Require Note" checkbox available.

    The customer would like to have the same functionality available for Digital Queue Dispositions, allowing administrators to require agents to enter notes when selecting a disposition in a digital queue.

    In a Voice Queue, when the "Other" disposition is selected, there is an option to require agents to enter notes. This setting can be found in the RingCX platform by navigating to:

    Voice Queue Dispositions → Select the "Other" disposition → Edit Voice Queue Disposition

    Within the disposition settings, there is a "Require Note" checkbox that can be enabled to make notes mandatory when agents select that disposition.

    However, when navigating to Digital Queue Dispositions and editing the "Other" disposition, there is no equivalent "Require Note" checkbox available.

    The customer would like to have the same functionality available for Digital… more

    3 votes

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12. Ability to edit Agent screen layout

    Administrator ability to edit the agent screen layout; specifically to the different "windows" that the agent would (and would not) have access to.
    For example, an administrator would have the ability to completely remove any visibility of "windows" such as History, Callbacks, Scripts and Stats.
    An administrator or a supervisor may not want these visible to their agents for a variety of reasons, but most importantly to avoid distraction of these features that are not currently in use (such as Callbacks and/or Scripts) or a desire to not give agents visibility into "windows" such as History and/or Stats.

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    2 votes

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13. Feature Request : Dynamic Messaging / Idle Chat Prompts for Live Chat (Synchronous) Channels

    Feature Request
    We would like to formally request the availability of dynamic messaging/idle chat prompts for live chat (synchronous) channels, or an equivalent session-monitoring automation capability such as “Smart Conversation Closed.”

    The requested capability should enable the platform to automatically monitor periods of user inactivity during an active live-chat session and trigger configurable messaging or actions when defined idle thresholds are reached.

    Business Requirement
    In synchronous live-chat interactions, users may become temporarily inactive for a variety of reasons—for example, while gathering information, reviewing instructions, consulting with another person, or completing an action outside the chat.

    Currently, the absence of an appropriate automated idle-session mechanism can leave conversations open unnecessarily, create uncertainty for users and agents, and potentially consume operational resources.

    We therefore require a mechanism that can proactively engage the user during periods of inactivity and/or appropriately manage the session when inactivity continues.

    Requested Capability
    The solution should support, at minimum:

    • Configurable idle/inactivity thresholds for live-chat sessions.
    • Automated prompts to the user when an inactivity threshold is reached.
    • Configurable message content for each idle stage.
    • Multiple idle stages, where appropriate—for example, an initial “Are you still there?” prompt followed by a final session-closure notification.
    • Automatic session

    Feature Request
    We would like to formally request the availability of dynamic messaging/idle chat prompts for live chat (synchronous) channels, or an equivalent session-monitoring automation capability such as “Smart Conversation Closed.”

    The requested capability should enable the platform to automatically monitor periods of user inactivity during an active live-chat session and trigger configurable messaging or actions when defined idle thresholds are reached.

    Business Requirement
    In synchronous live-chat interactions, users may become temporarily inactive for a variety of reasons—for example, while gathering information, reviewing instructions, consulting with another person, or completing an action outside the chat.

    Currently, the absence of an… more

    3 votes

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14. Agent DND state

    True, do not disturb state where agents can place themselves in, and even transferred calls are not possible to be delivered to them.

    7 votes

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15. Omit country and area codes when dialing in RingCX

    When dialing via the RingCX application, please omit the country code and area code.
    The customer is asking whether RingCX can automatically omit country and area codes when dialing.

    4 votes

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16. RingCX SPOG Debugging Tool for Log Collection

    It would be nice to have a built in debugging tool to collect the necessary logs to open support cases for intermittent issues with SPOG. It's difficult to collect HAR and Console logs for issues that happen sporadically. A tool that runs in the background to collect this kind of data for hard to reproduce issues would be very helpful.

    8 votes

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17. Queue-Level AI Announcement Language Configuration

    Feature Request / Enhancement

    Title: Queue-Level AI Announcement Language Configuration

    Current Behavior

    The AI announcement language is currently configured at the account level. As a result, the selected AI language applies universally across the queues within the account.

    For accounts supporting multiple languages, this can be restrictive because different queues may serve customers in different languages.

    Requested Enhancement

    Introduce the ability to configure the AI announcement language at the queue level.

    Administrators should be able to:

    Select a preferred AI announcement language for each individual queue.
    Use different AI languages across queues within the same account.
    Retain the current account-level setting as the default when no queue-level language is configured.
    Override the account-level language on specific queues when required.
    Example Use Case

    An organization has separate queues for English-, Spanish-, and French-speaking customers.

    Instead of applying one AI announcement language across the entire account, administrators could configure:

    English Queue → English AI announcement
    Spanish Queue → Spanish AI announcement
    French Queue → French AI announcement

    This would eliminate the need to create separate sub-accounts solely to accommodate different AI announcement languages.

    Business Benefit

    Queue-level language configuration would provide greater flexibility for organizations operating multilingual contact centers and would simplify administration while providing a more consistent customer experience.

    Requested Outcome

    Allow administrators to select and manage the preferred AI announcement language on a per-queue basis, with the account-level language remaining as the default/fallback configuration.

    Feature Request / Enhancement

    Title: Queue-Level AI Announcement Language Configuration

    Current Behavior

    The AI announcement language is currently configured at the account level. As a result, the selected AI language applies universally across the queues within the account.

    For accounts supporting multiple languages, this can be restrictive because different queues may serve customers in different languages.

    Requested Enhancement

    Introduce the ability to configure the AI announcement language at the queue level.

    Administrators should be able to:

    Select a preferred AI announcement language for each individual queue.
    Use different AI languages across queues within the same account.
    Retain the current account-level… more

    3 votes

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18. Configure supervisor dashboard to show specific timeframe only

    A setting should be added to let supervisors customize the timeframe for their stats view, rather than being limited to the whole day — especially since some business hours span across two days.

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    2 votes

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19. Standalone Agent Notes Field Within Agent Script (Live Call Mode)

    Provide agents with a clean, simplified interface to enter notes during live calls by enabling a standalone Agent Notes field within the Agent Script → Agent Disposition section—without exposing other fields such as Disposition or AI Summary.

    Agents need a quick and distraction-free way to capture notes during live interactions. However, the current Agent Disposition section includes multiple elements (e.g., Disposition dropdown, AI Summary field), which:

    *Adds unnecessary clutter during active calls
    *Slows down note-taking while agents are engaged with customers
    *Increases cognitive load when only note-taking is required

    Key Capabilities

    1. Isolated Notes Input Field: Agent Notes can be displayed independently within the script
    2. Script-Level Configuration: Admins can control which disposition elements are shown per workflow/use case
    3. Real-Time Usability: Optimized for quick note entry during live conversations

    Provide agents with a clean, simplified interface to enter notes during live calls by enabling a standalone Agent Notes field within the Agent Script → Agent Disposition section—without exposing other fields such as Disposition or AI Summary.

    Agents need a quick and distraction-free way to capture notes during live interactions. However, the current Agent Disposition section includes multiple elements (e.g., Disposition dropdown, AI Summary field), which:

    *Adds unnecessary clutter during active calls
    *Slows down note-taking while agents are engaged with customers
    *Increases cognitive load when only note-taking is required

    Key Capabilities

    1. Isolated Notes Input Field: Agent Notes can be displayed… more
    4 votes

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20. Agent script Cache

    Enable agents to capture notes and key caller details (e.g., customer account number, case summary, intent) directly within the agent script, with the ability for this information to persist and be automatically passed along when a call is transferred to another RCX agent.

    Currently, when calls are transferred between agents, contextual information gathered by the first agent (such as notes, customer details, or conversation summary) is not retained or visible to the next agent. This results in:
    1. Repetition for customers who need to restate their concern
    2. Increased handling time
    3. Potential inconsistencies in customer experience

    4 votes

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