137 results found

1. Cost Centers built in RCX

   Currently, RCX bills lack a summary page showing agent allocations, similar to RingEX's cost center billing. The customer requests this feature

   39 votes

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2. Separate Off Hook mode/ permanent connection management options for inbound and dialer-campaigns calling

   customers would like to be able to manage answer mode in different ways depending on the type ( inbound/manual outbound VS dialers/campaigns ) :
   have the ability to enable/disable the off hook / permanent connection for inbound calls separately from the dialer/campaigns off hook / permanent connection mode.

   so even if you disable the permanent connection/off hook for inbound, you can still have the dialer calls (as when you start dialing it switches you to off hook mode automatically).

   or the other way around if you start the dialer - it would switch to off hook for the dialer - but it would not force the off hook for inbound calls (the auto answer will not be forced).

   I attached a screenshot to show what features I'm referring to.

   thanks

   customers would like to be able to manage answer mode in different ways depending on the type ( inbound/manual outbound VS dialers/campaigns ) :
   have the ability to enable/disable the off hook / permanent connection for inbound calls separately from the dialer/campaigns off hook / permanent connection mode.

   so even if you disable the permanent connection/off hook for inbound, you can still have the dialer calls (as when you start dialing it switches you to off hook mode automatically).

   or the other way around if you start the dialer - it would switch to off hook for the dialer -… more

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   30 votes

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3. RingCX - Play Remaining Esimated Wait Time to Callers in Queues (More than just once)

   When callers are waiting in a queue, RingCX can only play back the estimated wait time once. Other phone systems have an option to let callers know the estimated wait time every X seconds, such as once every 45 seconds, so they know how long it is before their call is answered.

   We would like to see RingCX updated so it allows us to teller our callers how long it is before their call is answered more than just one time.

   Also, there is a RingCX configuration that lets the callers know their position in the queue, such as "caller number 20 in the queue". RingCX only plays this back once. It would also make sense to advise callers as this number changes, so they know how many callers are ahead of them before their call is answered.

   When callers are waiting in a queue, RingCX can only play back the estimated wait time once. Other phone systems have an option to let callers know the estimated wait time every X seconds, such as once every 45 seconds, so they know how long it is before their call is answered.

   We would like to see RingCX updated so it allows us to teller our callers how long it is before their call is answered more than just one time.

   Also, there is a RingCX configuration that lets the callers know their position in the queue, such as "caller… more

   25 votes

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4. RingCX eature Enhancement Endorsement: Independent Auto Answer Settings for Predictive Dialer and Inbound Calls

   Hello RingCentral Developer Team,

   Good day.

   I would like to formally endorse a Feature Enhancement request for one of our clients, Taxing Authority Consulting Services, PC, following confirmation from the RingCX team that this functionality does not currently exist and would require enhancement.

   Background:
   The customer operates in a mixed environment where agents are assigned to both:

   Predictive Dialer campaigns

   Inbound queues

   At present, enabling Auto Answer — necessary for agents to properly receive calls via the Predictive Dialer — also causes Inbound queue calls to be auto-answered. This creates challenges for their workflow since the handling approach for these two call types differs.

   Requested Enhancement:
   The customer is requesting the ability to:

   Enable Auto Answer only for Predictive Dialer calls

   Disable Auto Answer for Inbound queue calls

   Essentially, they’re asking for separate Auto Answer settings per call type. This would allow:

   Predictive Dialer calls to be auto-answered as required

   Inbound calls to be manually answered by agents

   Business Impact:
   This separation is critical for their operational workflow, agent readiness, and call handling efficiency. Without this feature, agents participating in dialer campaigns cannot effectively manage inbound calls, limiting flexibility and productivity.

   Request for Consideration:
   We would like to formally request that this be considered for future development as a feature enhancement.

   While we understand that there’s currently no set timeline for implementation, your input and prioritization of this request would provide valuable improvements to customer experience and platform flexibility moving forward.

   Thank you very much for your time and consideration.

   Hello RingCentral Developer Team,

   Good day.

   I would like to formally endorse a Feature Enhancement request for one of our clients, Taxing Authority Consulting Services, PC, following confirmation from the RingCX team that this functionality does not currently exist and would require enhancement.

   Background:
   The customer operates in a mixed environment where agents are assigned to both:

   Predictive Dialer campaigns

   Inbound queues

   At present, enabling Auto Answer — necessary for agents to properly receive calls via the Predictive Dialer — also causes Inbound queue calls to be auto-answered. This creates challenges for their workflow since the handling approach for these… more

   10 votes

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5. 30 and 60 Minute Lunch States

   Currently, there is only 1 option for lunch durations. We need to have multiple options available. For instance, some agents take 60 minute lunches and some take 30 minute lunches. Admin options only allow for one or the other.

   9 votes

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6. Agent Script/Custom Field Recording Delivery

   Ability to add agent script fields as an available token in Recordings Delivery Tasks. For example, we capture a caller's account number in a Text Input field, and would like to pass that to the Recording Delivery as part of it's naming scheme.

   Currently, only the field name feeds over to the S3/AWS bucket in the file name.

   33 votes

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7. Mass Delete Inbox/SPAM threads in RingCX/Engage Digital

   Mass delete inbox in RingCX/Engage Digital

   This customer has email submission forms that were spammed thousands of times with fake outreach by the same user. While filters/rules can be deployed post-facto (in addition to a ReCAPTCHA), clearing up only the SPAM emails is currently a limitation, and the customer wants a way to either:
   -purge threads based on specific criteria from the email, allowing them to target the spammer
   -enable mass selection of messages in the inbox view (a 'select all' checkbox, and/or a filtering feature to narrow messages in the inbox to just the SPAM messages, which can then all be selected for deletion)

   Mass delete inbox in RingCX/Engage Digital

   This customer has email submission forms that were spammed thousands of times with fake outreach by the same user. While filters/rules can be deployed post-facto (in addition to a ReCAPTCHA), clearing up only the SPAM emails is currently a limitation, and the customer wants a way to either:
   -purge threads based on specific criteria from the email, allowing them to target the spammer
   -enable mass selection of messages in the inbox view (a 'select all' checkbox, and/or a filtering feature to narrow messages in the inbox to just the SPAM messages, which can then… more

   11 votes

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8. Persistent Login for RingCX Salesforce Agent

   Feature Request: Persistent Login for RingCX Salesforce Agent
   Description:
   The RingCX Salesforce Agent logs users out whenever they switch tabs or applications within Salesforce, requiring repeated logins and disrupting workflow.

   Current Behavior:

   Users must log in again after navigating to a different tab or application.
   This causes delays and frustration.
   Proposed Enhancement:

   Maintain login sessions while users switch tabs or applications.
   Keep authentication valid for the duration of the Salesforce session unless manually logged out.
   Business Impact:

   Reduces login fatigue and improves efficiency.
   Minimizes workflow disruptions.

   12 votes

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9. Allow Using the Hold Button on the Desk Phone

   Need to be able to use the Hold Button on the user Desk phone for RingCX call backs

   -hold button on desk phones works properly for everything except for RingCX callbacks
   -current behavior of Hold buttons on RCX callbacks are it is playing wav files that is not setup on client/company's audio files; rather it plays it files under RCX's Global Audio Files

   45 votes

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10. "My caller ID" dropdown should be searchable

    "My caller ID" dropdown should be searchable - or at the least I should be able sort the phone numbers as I wish.

    My company owns 100s of phone lines which we make outbound calls from, but the drop down is very hard to navigate when you have so many numbers. I suggest that list could be searchable or at least give the admin the option to sort the list to their preference.

    Thanks!

    18 votes

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11. Retain Deskphone Pairing While Using RingCX in the RingCentral App

    Currently, when a user logs into RingCX, the Deskphone Pairing feature in the RingCentral App is disabled. There’s no way to toggle it back on without signing out of RingCX and when signing out, pairing is reset and must be manually configured again. This creates a poor user experience and unnecessary confusion in office environments where paired desk phones are preferred.

    Problem Description

    In our organization, we rely on Deskphone Pairing so that incoming calls ring directly to our physical phones while allowing softphone visibility in the RingCentral App. However:

    1. Logging into RingCX disables Deskphone Pairing with no warning or option to keep it active.

    2. When a user signs out of RingCX, the paired status is forgotten and must be reconfigured from scratch.

    3. This results in users receiving calls on their computers when they expect them to ring their desk phones causing confusion, missed calls, and a stream of support tickets.

    4. There is no notification or alert when pairing is dropped, so users often don’t realize until it’s too late.

    Suggested Solution

    1. Preserve Pairing Status: Retain the Deskphone pairing status after a user logs out of RingCX. If the user was paired before logging into RingCX, restore that pairing automatically afterward.

    2. Add Visibility Inside RingCX: Show the current Deskphone pairing status within the RingCX-integrated version of the app. Provide a toggle switch or link to re-enable pairing without having to log out of RingCX.

    3. Notify Users When Unpaired: Add a banner or toast message if Deskphone Pairing is disabled due to RingCX login.

    Currently, when a user logs into RingCX, the Deskphone Pairing feature in the RingCentral App is disabled. There’s no way to toggle it back on without signing out of RingCX and when signing out, pairing is reset and must be manually configured again. This creates a poor user experience and unnecessary confusion in office environments where paired desk phones are preferred.

    Problem Description

    In our organization, we rely on Deskphone Pairing so that incoming calls ring directly to our physical phones while allowing softphone visibility in the RingCentral App. However:

    1. Logging into RingCX disables Deskphone Pairing with no warning or… more

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12. Dedicated phone number or menu option for CX partner support

    You need either a dedicated phone number, or menu option to get to RingCX support.

    It is not a good experience to wait on hold for an EX support agent, to then wait on hold AGAIN for a CX support agent.

    8 votes

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13. We need to be able to separate CIDS in Outbound caller ID by client so we can have agents working for one client not see or be able to pick

    We need to be able to separate CIDS in Outbound caller ID by client so we can have agents working for one client not see or be able to pick caller Ids for another client when doing manual calling

    8 votes

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14. Enable Call Controls in RCX Agent UI when dialing Mobile Numbers

    When placing a call through the RCX Agent UI, Agent Call Controls are only shown when a 200 OK is returned. This is standard for landline numbers, however when dialing a cell, we do not get a 200 OK until the called party picks up. Customer would like to enable Agent Call Controls to show when a 180 RINGING or 183 SESSION PROGRESS is returned. This would allow Agent Call Controls to show when dialing Mobile numbers as well.

    23 votes

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15. Apply Voice Skill Assignment to Callbacks.

    Skill assignment via route to agent queue event within voice queue is not being followed for Callbacks.

    Scenario:
    Voice queue is configured with 2 route to agent queue events. Queue event 1 is set to route to agents with a "Tier 1" skill for 5 minutes. Queue event 1 also has DTMF enabled that allows for callback to be selected. Queue event 2 is another route to agent queue event, but it is configured to route calls to the "Tier 2" skill.

    Issue:
    Skill assignment is not being followed for callbacks. If a caller selects DTMF option to leave a callback request while in route to agent queue event 1 (Tier 1 skill) the callback is being sent to agents in the queue who are skilled for "Tier 2" calls within the queue.

    Expected behavior:
    Callback requests left while under the first queue event (tier 1 skill routing) would be routed to the next available Tier 1 skilled agent in the queue.

    Actual behavior:
    Callback requests left while under the first route to agent queue event (Tier 1 skill routing) are being delivered to agents skilled with the "Tier 2" skill.

    Request:
    Implement system design that retains and honors skill assignment through out the entire contact life, including callback.

    Skill assignment via route to agent queue event within voice queue is not being followed for Callbacks.

    Scenario:
    Voice queue is configured with 2 route to agent queue events. Queue event 1 is set to route to agents with a "Tier 1" skill for 5 minutes. Queue event 1 also has DTMF enabled that allows for callback to be selected. Queue event 2 is another route to agent queue event, but it is configured to route calls to the "Tier 2" skill.

    Issue:
    Skill assignment is not being followed for callbacks. If a caller selects DTMF option to leave a… more

    3 votes

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16. Automatically set Queue Event Duration based on duration of single play audio file

    When configuring a Queue Event with a single play audio file and no additional looping audio files, the queue event duration should automatically be set to the duration of the single play audio file or files.

    4 votes

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17. Dial 911 On RingCX Agent Platform

    Ability to dial 911 or 988 on RingCX Agent platform

    5 votes

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18. Fix Browser Refresh Logging Agents Out Of CX

    When logged into RingCX as an agent, a browser refresh will log the agent out. If the agent is on a call during a refresh, it does not disconnect the call, but it will not allow them to disposition the call afterwards, even after logging back in. This browser refresh issue is only when logged into the Agent portal; Analytics and Admin work just fine through a refresh.

    32 votes

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19. Allow Uploading Audio Files from Workflow Studio

    When creating a new Queue event and selecting an audio file to play you are able to upload a new audio file.

    I would expect this to be the same for adding a Play Audio node in Workflow Studio, however that is not the case. You have to upload a new audio file to the Audio Library first, then select it in the Workflow Studio.

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    3 votes

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20. Option to see the number of calls are in queues and agents statistics

    currently an agent cannot be logged into bot the Ringcx web app and the RingCX Salesforce integration. This means agents that use salesforce with the ringcx integration cannot see how many calls are in the ques they log in to or their agent stats. Please make that information available to the ringcx salesforce integration

    7 votes

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