20 results found

1. 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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   40 votes

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   Future Consideration  ·  1 comment  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
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2. Syncing of RingCx and RingEx Status Bi-Directional

   Customer requests syncing of RingCx and RingEx call statuses. Currently, when an agent is on a RingEx call, RingCx correctly sends incoming calls to voicemail. However, if the agent is on a RingCx call and receives a RingEx (DID) call, the RingEx call still rings through, not recognizing the agent as busy. The customer would like both platforms to recognize when an agent is on a call—regardless of which system—so that call handling (like call waiting or voicemail routing) works consistently and avoids disruptions.

   17 votes

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   Future Consideration  ·  4 comments  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
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3. 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.

   75 votes

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   Future Consideration  ·  8 comments  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
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4. 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

   11 votes

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

   6 votes

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   Future Consideration  ·  0 comments  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
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6. 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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   44 votes

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   Future Consideration  ·  5 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.

   4 votes

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   Future Consideration  ·  0 comments  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
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8. 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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9. 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.

   69 votes

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   Future Consideration  ·  14 comments  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
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10. 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

    6 votes

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11. 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.

    3 votes

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12. Ability to cancel or extend after call wrap

    Problem:

    In RingCX, a customer can configure a specified amount of time for an agent to have after call work time (Wrap Time). In its current state, agents are not able to cancel the additional configured work time early or extending the time without changing their status.

    Issue 1 - If a queue has a configured Work Timer configured for post call activity, if an agent is ready to take the next call early, they have no way of terminating or canceling the Work Time early and must wait until the timer expires to get the next call which and will reduce efficiency in the call center.

    Issue 2 - If an agent needs additional after call work time without dispositions, there is no way for the agent to manually extending that post call work timer without making themselves unavailable when the timer expires. Requiring the agent to change their state breaks the true handle time for the call since the agent state is not calculated against the previous call when they do this.
    If you use dispositions instead, in many cases, requiring dispositions as an alternative are not a viable option as it would require an agent to take action after every call and could potentially lead to inefficiencies or agents forgetting to dispostion at the end of the call to go available.
    There needs to either be a way of extending the after call work time ad-hoc at the agent level or a way of combining a defined agent state against handle time.

    Problem:

    In RingCX, a customer can configure a specified amount of time for an agent to have after call work time (Wrap Time). In its current state, agents are not able to cancel the additional configured work time early or extending the time without changing their status.

    Issue 1 - If a queue has a configured Work Timer configured for post call activity, if an agent is ready to take the next call early, they have no way of terminating or canceling the Work Time early and must wait until the timer expires to get the next call which and… more

    61 votes

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13. 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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14. 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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15. Display User Extension Number When Transferring From RingCX To RingEX

    Ability to display user extension number of the transferring agent when a call is being transferred from RingCX to RingEX users.

    Whenever an agent from RingCX transfers a call to a RingEX agent, the RingEX user would like to see who internally from RingCX agents are calling them helping them easily identify who from the RingCX agent are calling them.

    16 votes

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16. 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.

    54 votes

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17. 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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18. 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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19. Automatically change the status to Wrap during wrap-up time in RingCX.

    This will enable Supervisors to see the Wrap status in their dashboard during the set wrap up time after each call.

    29 votes

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20. Integrate RingEX Personal Contacts to RingCX Directory

    The admins should have the ability to integrate the uploaded Personal Contacts in RingEX or their extension, and see the same set of contacts in RingCX Integrated Softphone

    8 votes

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