69 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

   45 votes

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2. Voicemail

   When someone does not want to take a call, we should be able to hit send to voicemail to send it straight to their voicemail.

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   2 votes

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3. 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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4. 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

   29 votes

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5. 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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6. 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.

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7. 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

   11 votes

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8. Rule/Time to set up when RingCX Alerts Notification Email will be sent.

   A rule should be added for the ability to set up a time when Alerts Notification Emails will be sent. Current behavior, notifications will be sent anytime when the rule is met per Interval, with no option to set up a time.

   9 votes

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9. 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.

   24 votes

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10. 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.

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11. Add a Holiday event on RingCX queues

    RingCX queues do not follow the holiday schedule set up under Voice>Account Settings>Holidays and consequently holidays need to be setup manually as a business hours overdrive which is a long and tedious process.
    Having a RingCX holiday queue event added under the queue's "queue events" menu that would follow the holidays setup under the account settings and allow admin to configure where to route the calls to if a holiday would be a tremendous setting addition and a total gain of time for admins.

    4 votes

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12. 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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    4 votes

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13. Dial 911 On RingCX Agent Platform

    Ability to dial 911 or 988 on RingCX Agent platform

    5 votes

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14. RingCX - More Detail on ACD Callback Unaccepted Metric

    If a caller requests a callback but doesn't confirm the caller ID, RingCX will not be able to process the callback request.
    This shows in RingCX Analytics as Callback Interactions Unaccepted (Call Result of Inbound ACD Queue Callback Incomplete). This definition would show that the system tried to initiate the callback but was not answered where as it was not actually triggered.
    Suggest to expand the Callback results to include more granular scenarios such as
    "Inbound ACD Callback Unconfirmed CallerID"
    "Inbound ACD Callback Duplicate Request"
    This will allow contact centres to have a significantly better understanding if they are accurately servicing their callback requests or why a callback may not have been initiated.
    There is a big difference to a callback being executed but not answered to not being executed due to a system or user error.

    If a caller requests a callback but doesn't confirm the caller ID, RingCX will not be able to process the callback request.
    This shows in RingCX Analytics as Callback Interactions Unaccepted (Call Result of Inbound ACD Queue Callback Incomplete). This definition would show that the system tried to initiate the callback but was not answered where as it was not actually triggered.
    Suggest to expand the Callback results to include more granular scenarios such as
    "Inbound ACD Callback Unconfirmed CallerID"
    "Inbound ACD Callback Duplicate Request"
    This will allow contact centres to have a significantly better understanding if they are accurately… more

    4 votes

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15. RingCX Add Bulk Disposition

    Add bulk or add the same disposition on different queues to avoid manually adding disposition to match the other queues and to save time

    3 votes

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16. Feature Enhancement Request: Lead Uploading/Management Testing in RingCX

    Feature Enhancement Request: Lead Uploading/Management Testing in RingCX

    Description:
    RingCX currently lacks sufficient diagnostic tools for troubleshooting issues related to the uploading and management of leads, particularly when leads are moved between campaigns or lists. This results in significant issues like "lost" leads that cannot be located via admin interface or API, as well as leads being improperly marked with an "active" state when no agents are logged in. To resolve these issues effectively, we propose the implementation of an enhanced testing and diagnostic mechanism that will allow RingCentral Tech Support and administrators to directly monitor and test lead uploads and transfers in RingCX.

    Use Case:
    A customer recently encountered an issue where a lead list was being moved from one campaign to another via the admin panel, but many leads (over 5,000) were "lost" in the process. Despite the leads being present in the target list’s search result (via the campaign filter), they couldn’t be found when filtered by individual list IDs. Similarly, the leads were not retrievable using the RingCX Dialing API, even though they had the correct list ID. However, after manually re-moving the leads via the admin interface, they reappeared correctly.

    This highlights a gap in diagnostic capabilities when leads are lost or fail to upload/load correctly during batch processes. The customer was left without sufficient tools to verify whether leads were correctly moved or simply “lost” in the transfer process.

    Proposed Enhancement:

    Diagnostic Tools for Upload/Management Testing:

    Admin Panel Visibility:
    Introduce a diagnostic dashboard within the admin panel to monitor and verify the successful uploading and movement of leads, with real-time feedback for any errors encountered.
    Detailed Error Logging:
    Implement detailed error messages or logs for failed lead uploads or transfers, which would include information such as:
    The specific lead IDs that failed to upload.
    The error type encountered (e.g., network failure, internal server error, missing data).
    The list or campaign where the failure occurred.
    Error Resolution Suggestions:
    Provide actionable suggestions for resolving these issues, including retries, list verification, or system checks.
    Lead State Monitoring:

    Lead State Consistency Check:
    Provide real-time state verification for leads, ensuring that leads are not mistakenly marked as "ACTIVE" when no agents are available. Implement a mechanism to flag or auto-correct leads that remain in an incorrect state after hours or during non-peak periods.
    Lead Activity History:
    Introduce a feature to track the history of a lead’s activity, allowing administrators and support teams to see the transitions between states (e.g., from "ACTIVE" to "INACTIVE") and understand why the lead may still be stuck in an incorrect state.
    Automated Testing for Lead List Transfers:

    Pre-Transfer Validation:
    Introduce a validation step when moving large lead lists between campaigns. This validation would check for potential issues (e.g., lead state discrepancies, duplicates, or missing data) before proceeding with the transfer. If an issue is detected, the transfer would be paused, and the administrator would receive detailed feedback on what needs to be fixed.
    Post-Transfer Confirmation:
    After the list transfer completes, the system should automatically confirm that all leads have been successfully moved. If there is any discrepancy in the number of leads moved or missing, an alert should be triggered, and the leads should remain in the source list until the issue is resolved.
    API Enhancements:

    Lead Search and Fetch Enhancements:
    Improve the API’s lead search functionality to ensure that leads can be reliably fetched after being moved between lists or campaigns. This would include the ability to search using both list ID and campaign ID filters to ensure the integrity of lead location.
    Enhanced API Feedback:
    When using the RingCX Dialing API to move or search for leads, introduce better error feedback, including the specific list IDs involved in errors, and the exact reason why a lead cannot be found or moved.
    Testing Environment for RingCentral Tech Support:

    Sandbox for Lead Management:
    Provide a sandbox environment within the RingCX platform for Tech Support teams to test lead uploads, transfers, and fetching scenarios under various conditions (e.g., large batch uploads, cross-campaign transfers). This will help in reproducing customer issues and improving the overall reliability of lead management features.
    Automated Monitoring and Alerting:

    Real-Time Monitoring:
    Create automated monitoring for large-scale lead transfers that tracks the health of the transfer process and triggers alerts for any inconsistencies or failures. This would help identify issues before they affect the customer experience.
    Customizable Alerts:
    Allow administrators to set customizable alerts for lead upload or transfer failures, ensuring that support teams are immediately notified and can respond proactively.
    Benefits:

    Increased visibility and control over lead uploads and transfers.
    Reduced customer impact by enabling quicker identification of issues with lost or inaccessible leads.
    Enhanced troubleshooting and faster resolution for technical support teams.
    Prevents "lost" leads from being overlooked, ensuring better data integrity and accuracy.
    Reduces the risk of leads getting stuck in incorrect states, improving system reliability.
    This feature enhancement would improve the stability and reliability of lead management in RingCX, empowering administrators and support teams to quickly diagnose and resolve issues with lead uploads, transfers, and fetching.

    Feature Enhancement Request: Lead Uploading/Management Testing in RingCX

    Description:
    RingCX currently lacks sufficient diagnostic tools for troubleshooting issues related to the uploading and management of leads, particularly when leads are moved between campaigns or lists. This results in significant issues like "lost" leads that cannot be located via admin interface or API, as well as leads being improperly marked with an "active" state when no agents are logged in. To resolve these issues effectively, we propose the implementation of an enhanced testing and diagnostic mechanism that will allow RingCentral Tech Support and administrators to directly monitor and test lead uploads… more

    7 votes

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17. Contact List

    Need the ability to upload a contact directory (Google Doc) similar to how you can today on Ring EX (Specifically for Energy Services).

    1 vote

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18. RingCX within India

    RingCX within India datacenter topology to provide contact center functionality for incoming and outgoing India calls.

    15 votes

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19. Ability to access RingEX EXTs (Users, queues) on RingCX IVR studio

    Today it is possible to use PSTN Transfer to send calls to RingEX from RingCX IVR studio.

    Adding a list of all RingEX extensions would improve customer experience. So they can quickly pick and choose from the list of call queues or users on the IVR Studio.

    21 votes

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20. RingCX Global Secondary Nodes

    While we have a pretty full roadmap, just this past week we have had several Global requests for RingCX. Our global requirements go beyond GDPR.

    Some requirements bubble up like multiple languages operating in the same system
    And that’s not just a voice language pack for system messages, TTS, ASR its also what language the agent uses within the RingCX Agent workspace. For call recording we must hairpin back to the US. Not to mention where data is stored and how to comply with “Forget Me” in GDPR regions.

    Those and more need to be addresses down the road, laying the groundwork for RingCX to be globally deployed is something I think I can help with.

    Today RingCentral Office can Federate https://support.ringcentral.com/article-v2/9415.html?brand=RC_US&product=RingCentral_MVP&language=en_US multiple UID’s making a larger unified system. Now it does have advantages and limitations. I have a technical proposal to leverage integrating RingCX into a Federated RCO global environment.

    Lets start with the idea of adding in our current infrastructure the ability to have the US based system configured as the Primary Node.
    The primary node will have the ability to connect to RCO API stream and operate as an API gateway that allows two way API stream between the RCO API and RingCX Primary>Secondary Nodes (this would be where Global MVP isn’t big enough to have a Federated set of UID’s)
    The Primary Node will have the ability to connect to multiple Federated RCO API streams. Then act as a gateway to RingCX secondary Nodes

    From there the creation of Secondary RingC Nodes will also support a failover API to connect to its actual paired RCO UID for “in Region/Country” fallback operation.

    Secondary RingCX Nodes will store and share meta data with Primary for use as a central Admin using Real-Time dashboards and one central reporting, while the Secondary RingCX node will maintain only its activity for GDPR.
    Secondary Nodes will have the ability to have agents programmed in Skills that exist on the Primary or other Secondary RingCX Nodes. This is critical to overcome any obstacles here as the request are to have agents anywhere answer any interaction if the agent is language proficient.

    Secondary Nodes will have a node identifier used within RingCX Admin and help in administration. Might be helpful where the secondary node is connected to a Federated RCO to show the UID and have a space for naming the node such as “rotterdam netherlands”

    Programming from the Primary Node allows for centralizing Skills etc, Programming from a Secondary Node only changes the local environment with the exception of add global agents to a local skill. Agents will need to be designated in the Primary Node as Multi Node Skilled.

    While we have a pretty full roadmap, just this past week we have had several Global requests for RingCX. Our global requirements go beyond GDPR.

    Some requirements bubble up like multiple languages operating in the same system
    And that’s not just a voice language pack for system messages, TTS, ASR its also what language the agent uses within the RingCX Agent workspace. For call recording we must hairpin back to the US. Not to mention where data is stored and how to comply with “Forget Me” in GDPR regions.

    Those and more need to be addresses down the road, laying… more

    19 votes

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