23 results found

1. Extension dialing between CX and EX

   Extension dialing between EX and CX is needed. Having to route calls between the two platforms with a 10 digit number results in the need for additional phone numbers, and cost for the customer.

   Another problem with 10 digit numbers, is that if routing is built using temporary numbers that will go away after porting, all of those references have to be updated on CX and EX after the port.

   135 votes

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   Future Consideration  ·  24 comments  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
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2. Preserve Caller ID When Transferring from RingCX to RingEX

   Product Area(s):

   RingCX (Contact Center)

   RingEX (Phone System / MVP)

   Call Handling & Caller ID Display

   Current Behavior:
   When an external call is routed through a RingCX queue and answered by an agent, and the agent then transfers the call to a RingEX user (via warm or blind transfer), the RingEX recipient currently sees the original external caller’s phone number as the caller ID.

   There is no visibility into which RingCX agent initiated the transfer. This can lead to confusion, lack of internal context, and inefficiencies in how the transferred call is handled.

   Requested Enhancement:
   Introduce a configurable caller ID display option for calls transferred from RingCX to RingEX, allowing the receiving RingEX user to see:

   The transferring RingCX agent’s name and/or extension

   The original external caller ID

   Or both, depending on the administrator's preference

   This setting should be manageable at the admin level, and ideally configurable per queue or user group, to align with various business workflows.

   Business Justification / Use Case:
   Many RingCX customers operate in high-volume, multi-agent environments where external calls are frequently transferred to subject matter experts, team leads, or support departments using RingEX extensions.

   The current behavior limits visibility into who initiated the transfer. This causes issues such as:

   RingEX users answering calls with no internal context, unsure if it’s a direct customer call or a handoff.

   Delays in handling the call properly due to lack of warm introduction cues.

   Difficulty in tracking agent performance or follow-up responsibility, as the handoff origin is not visible.

   Missed opportunity to personalize the response or acknowledge the agent who transferred the call.

   With the requested feature, organizations can streamline their workflows, reduce miscommunication, and provide a smoother, more professional customer experience.

   Benefits:

   Enhances internal communication clarity during transfers

   Enables faster and more informed call handling

   Supports accountability and training, especially in customer support or sales teams

   Aligns with existing behaviors seen in some legacy PBX or call center solutions

   Adds flexibility for businesses to define how caller ID should appear in hybrid RingCX–RingEX environments

   Priority:
   Medium to High – This enhancement would significantly improve day-to-day operational efficiency, particularly for businesses that rely on frequent call transfers between RingCX and RingEX users.

   Workaround (if any):
   There is currently no workaround to modify caller ID presentation on RingEX when calls are transferred from RingCX. Some customers attempt to inform the RingEX user via chat or email, but this is not scalable or reliable in real-time.

   Product Area(s):

   RingCX (Contact Center)

   RingEX (Phone System / MVP)

   Call Handling & Caller ID Display

   Current Behavior:
   When an external call is routed through a RingCX queue and answered by an agent, and the agent then transfers the call to a RingEX user (via warm or blind transfer), the RingEX recipient currently sees the original external caller’s phone number as the caller ID.

   There is no visibility into which RingCX agent initiated the transfer. This can lead to confusion, lack of internal context, and inefficiencies in how the transferred call is handled.

   Requested Enhancement:
   Introduce a configurable caller ID… more

   23 votes

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   Future Consideration  ·  1 comment  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
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3. RingCX Voice Agent - Enhanced Call History: Visual Differentiation and Filtering Options

   The customer would like the historical call view in Agent RingCX to display call results differently—for example, using different text colors for successful calls versus missed calls (RNA). They would also like the ability to filter call history by All Calls, Missed Calls, Incoming Calls, and Outgoing Calls, similar to what is available in RingEX.

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   43 votes

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   Future Consideration  ·  1 comment  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
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4. Preserve Agents’ extension as Caller ID for Internal Calls

   When agents make internal calls on the SPOG, their caller ID shows the RingCX caller ID Setup. It would be helpful if the system preserved the agent’s actual Extension as caller ID so colleagues can easily recognize who is calling.

   12 votes

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   Future Consideration  ·  1 comment  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
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5. 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

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   Future Consideration  ·  2 comments  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
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6. 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.

   85 votes

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   Future Consideration  ·  9 comments  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
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7. Retain Originating Caller ID During RingEX to RingCX Transfers

   Enable RingEX Receptionist to preserve the original caller's number (Originating Caller ID) when transferring calls to RingCX.

   Current behavior:
   When a call is transferred from RingEX to RingCX, the original caller’s number is not retained. Instead, RingCX displays the Caller ID of the RingEX user who performed the transfer.

   12 votes

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   Future Consideration  ·  1 comment  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
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8. Sync RingCentral App status with RingCX SPOG status

   The ability of the RC app to change its status to DND when a RingCX call comes in, so they won't receive an REX call. The same goes when receiving an RC App call to change the RCX status to Unavailable or Busy.

   7 votes

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9. 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?

   3 votes

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   1 comment  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
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   Future Consideration  ·  AdminSergey Konovalov (Group Product Manager, RingCX, RingCentral) responded

   Thank 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.

10. Auto answer management options separately for inbound and outbound calling

    the customers would like to be able to manage answer mode in different ways depending on the direction :
    have the ability to enable/disable inbound auto answer
    in parallel have the ability to enable/disable outbound auto answer

    so even if you disable the autoanswer for inbound, you can still "autoanswer" outbound calling

    the impact:
    when receiving a call they should be able to manually answer (1 click)
    when initiating the call they should be able to dial the number without the need to click on 2 different buttons (the dial button + answer button) (1 click - the wished behavior- instead of 2 clicks -current situation when auto answer is disabled)

    I attached a screenshot to show what feature I'm referring to, and potentially we need to distinguish between auto answer for inbound and auto answer for outbound.

    thanks

    the customers would like to be able to manage answer mode in different ways depending on the direction :
    have the ability to enable/disable inbound auto answer
    in parallel have the ability to enable/disable outbound auto answer

    so even if you disable the autoanswer for inbound, you can still "autoanswer" outbound calling

    the impact:
    when receiving a call they should be able to manually answer (1 click)
    when initiating the call they should be able to dial the number without the need to click on 2 different buttons (the dial button + answer button) (1 click - the wished behavior-… more

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    52 votes

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    Future Consideration  ·  6 comments  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
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11. 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 to have the same function similar to mobile phone contacts. Wherein if a person is added on the phonebook, the person's name would appear on the agent's screen before answering calls.

    Business Impact:
    Improved Agent Efficiency: Agents can quickly identify callers by name before answering, reducing time spent searching for caller information and speeding up call handling.

    Enhanced Customer Experience: Personalized interactions become easier, as agents can greet callers by name, creating a more friendly and professional experience.

    Reduced Errors: Displaying caller names upfront minimizes the chances of misidentification, helping agents provide accurate and relevant support.

    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… more

    6 votes

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12. Preserve Original Caller ID in RingEX → RingCX → RingEX Call Transfers

    Ensure that when a call is transferred from RingEX to RingCX and then back to RingEX, the original caller ID remains intact throughout the entire call flow, instead of being replaced by the RingCX system caller ID.

    8 votes

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13. have duration for agent state and select an agent state in advance after a call.

    RingCX Wrap time, works by putting a delay on the agent before taking the next call. This works by putting the agent on available and wait for the duration set in wrap time to lapsed. This is not a great design since

    1. the agents are forced to wait for the wrap time to finish, without them being able to get the next call(without consuming the whole wrap time duration)
    2. cause confusion to both admin and agent as we cannot determine if the agent is on a wrap time or if there's just no calls waiting.

    To address this, it would be much better if
    1. We could have a customizable duration for agent state. By doing so, we can set like 60seconds of wrap time and after that the agent will be put to available right away.

    Currently, if we create a "Wrap time" agent state. The agents are need to change themselves from Wrap time status to Available all the time which is inefficient.
    2. Have the agent the ability also to select an agent state in advance. By doing so, after an agent finishes a call, they will be put into that state right away.

    RingCX Wrap time, works by putting a delay on the agent before taking the next call. This works by putting the agent on available and wait for the duration set in wrap time to lapsed. This is not a great design since

    1. the agents are forced to wait for the wrap time to finish, without them being able to get the next call(without consuming the whole wrap time duration)
    2. cause confusion to both admin and agent as we cannot determine if the agent is on a wrap time or if there's just no calls waiting.

    To address this, it would… more

    7 votes

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14. Have an Supervisor close/disposition a chat via Supervisor Dashboard

    As a supervisor "Supervisor Dashboard" I’ve got to have an option to end/close a chat so it removes completely from the operator’s “My messages” and frees the space for new chat.

    8 votes

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    Future Consideration  ·  0 comments  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
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15. Wrap Time / After Contact Work

    After Contact Work – Display and Reports. Currently when a voice interaction ends, the agent state changes to Available and the timer restricts another call until the timer expires. Optimally, we have an actual after contact state that has an expiration timer and an agent override. The ACW would need to be reportable for time in this state, especially useful if agent can end early ( for example, to be able to see that they were allocated 30 seconds and only used 8 seconds. ACW would ideally be programmable for Voice only and Voice, SMS, Email etc.

    ACW status should have ability to extend timer or go back to available if agent has all wrap up work completed before state timer ends.

    After Contact Work – Display and Reports. Currently when a voice interaction ends, the agent state changes to Available and the timer restricts another call until the timer expires. Optimally, we have an actual after contact state that has an expiration timer and an agent override. The ACW would need to be reportable for time in this state, especially useful if agent can end early ( for example, to be able to see that they were allocated 30 seconds and only used 8 seconds. ACW would ideally be programmable for Voice only and Voice, SMS, Email etc.

    ACW status should… more

    134 votes

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    Future Consideration  ·  13 comments  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
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16. Ability to transfer RingEX calls directly to RingCX Users

    To have the Ability to transfer RingEX calls in RC app directly to RingCX Users

    17 votes

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    Future Consideration  ·  2 comments  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
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17. Show REX User Extension on internal RCX calls

    Currently, REX CNAM settings can override the CNAM showing for REX users, which is typically intentional from a global level to do this; however, some customers have internal support queues that are meant to help users calling from REX to RCX, but the CNAM shows what's configured in REX.

    The goal here would be for the system to recognize an internal caller and display their extension/user info instead of the REX CNAM input for the Main Site.

    2 votes

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    Future Consideration  ·  0 comments  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
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18. SPOG: Automatically set caller id

    The Issue:
    Right now, when agents log out and back in, the system defaults to showing the RingCX caller ID. This is how it’s designed, but it means agents have to remember to switch to their RingEX extension before making a call if they want their extension to show. It’s easy to forget and leads to the wrong caller ID being used.

    Suggested Feature:
    Make the system automatically pick the right caller ID based on the kind of call:

    If it’s a call from a RingCX queue, show the queue or company main number.

    If it’s an internal call (extension to extension), automatically use the agent’s RingEX extension.

    Why It Helps:
    This would save agents a step, reduce mistakes, and make sure the right caller ID shows without them having to think about it.

    The Issue:
    Right now, when agents log out and back in, the system defaults to showing the RingCX caller ID. This is how it’s designed, but it means agents have to remember to switch to their RingEX extension before making a call if they want their extension to show. It’s easy to forget and leads to the wrong caller ID being used.

    Suggested Feature:
    Make the system automatically pick the right caller ID based on the kind of call:

    If it’s a call from a RingCX queue, show the queue or company main number.

    If it’s an internal call (extension… more

    3 votes

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    Future Consideration  ·  1 comment  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
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19. RingCX -- Ability to default "Stay On Call" either on or off

    We should have the ability to default the "Stay On Call" checkbox either on or off when transferring. We rarely do warm transfers, so having to click it off every time is an unneeded extra step. Organizations who frequently do warm transfers should have the ability to default it to on.

    24 votes

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20. Streamline the ability to copy Call ID (UUI) from History page of RCX Agent Interface in one click

    Can there be a separate button to copy the Call ID, instead of using the 3 dots, then copy call ID?
    It would be even better if the call ID is displayed in the history -> call details. This can be a combined solution, to display the full call ID + copy sign next to it.

    1 vote

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