14 results found
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Coaching insight in ACE
The ability to automatically notify agents via email on a weekly or monthly basis regarding their coaching insight in ACE.
5 votes -
Configurable Auto-Resolve Settings for SMS Shared Inbox
Customer is requesting additional configuration options for SMS Shared Inbox conversation management.
Current behavior automatically moves SMS conversations to the “Resolved” folder after a certain period, which the customer reports is causing confusion and inconvenience for users managing ongoing conversations.
Requested enhancements:
Ability to disable automatic movement of SMS conversations to the “Resolved” folder.
Ability to configure or extend the auto-resolve interval before conversations are moved to the “Resolved” folder (e.g., allow longer retention periods such as weeks or months).Customer also noted that replying to a resolved conversation starts a new active thread while previous messages remain in the…
4 votes -
Independent Fax Routing for Main Company Number
Subject: Request for independent Fax/Voice routing logic on Main Company Numbers
Description:
Currently, when a custom call forwarding rule is applied to the Main Company Number (e.g., forwarding all voice traffic to a 3rd-party call center or external answering service), it often disrupts or breaks the fax routing protocol. This creates a conflict where faxes are either rejected or incorrectly forwarded as voice calls to the external destination.Proposed Feature/Functionality:
I am requesting a "Split Routing" enhancement for the Main Company Number that allows for the following:
Voice-Only Forwarding: The ability to apply custom rules/forwarding to 3rd-party numbers that only…3 votes -
Improve AI/IVR Case Creation Logic to Prevent Duplicate or Incorrect Support Cases
Idea Description
Currently, the AI-assisted IVR case creation system when calling RingCentral support may incorrectly generate new support cases when customers call to follow up on an existing case. In some situations, the system also associates the case with the wrong account or contact, causing confusion for customers who receive case notifications for issues they did not open.
Example Scenario:
A customer called RingCentral Support to follow up on an existing open case related to another account. Instead of linking the interaction to the active case, the AI system automatically created a new support case under a different account and…
2 votes -
Call transcript
Customer would like to have a copy of a transcript with his interaction with the live agent. It would be helpful if the customer would have a documented transcript sent to them via email as documentation of the conversation they had with a live rep. instead of just going through to the ticketing system
1 vote -
Ability to generate a report in RingCentral showing all calls redirected via custom site forwarding rules/scheduled routing (e.g., Saturday
Ability to generate a report in RingCentral showing all calls redirected via custom site forwarding rules/scheduled routing (e.g., Saturday call forwarding between sites), including original destination, forwarded destination, timestamp, and call outcome.
1 vote -
RingCX: Configure Custom Administrative Role for Granular Recording Access
The customer requires a custom administrative role within RingCX. This role should allow administrators to generate and view reports while strictly restricting access to call recordings. The objective is to assign this limited-access role to specific administrators to maintain privacy compliance without hindering reporting capabilities.
1 vote -
Feature Request: Ability to Import data from another providers data after porting the phone number
Description:
currently there is no option to import data like Call history, SMS logs and other information from another providers database to RingCentral so that it can easily store the original data and keep it in the new SystemRequest: to have the ability to import the data that the phone number had with the original provider
Proposed Solution Features:
Add Import Call Log data or SMS History
Benefits:
It can allow easy access to the old data for the recently ported number and can be easily retrieved for use in reporting and tracking1 vote -
Separate voicemail box per user on multi site
Customer wants to have an option per user to have a separate voicemail box per site they're part of to easily check where the voicemail comes from.
1 vote -
Agent Team Filtering
There used to be a filter under the Agent/User tab in CX that would show us all users assigned to a specific Team, can we get that feature back?
1 vote -
The customer wants to disable the Agent Leg dial-back for RingCX outbound calls.
The customer wants to disable the Agent Leg dial-back for RingCX outbound calls.
The customer is requesting a way to bypass the 'Agent Leg' requirement when initiating outbound calls within the RingCX application.1 vote -
Enable DNIS notifications for numbers routed through RingCX Workflows
Enable DNIS notifications for numbers routed through RingCX Workflows
The customer is requesting the ability to configure missed call notifications specifically for their RingCX inbound traffic.
1 vote -
Update Documentation – Remove/Revise “Global Audio” Instructions
Article Reference:
https://support.ringcentral.com/article-v2/Uploading-an-audio-file-in-RingCX.html?brand=RingCentral&product=RingCX&language=en_USSummary:
Request to update the existing support documentation for uploading audio files in RingCX by removing or revising references to the “Global Audio” option to prevent confusion for users who do not have access to this feature.Problem Statement:
Customers following the current documentation encounter confusion when instructed to use the “Add Global Audio” option, as this feature is not visible or available in all accounts or environments. This leads to:Misalignment between documentation and actual UI
Increased support inquiries
Delays in customer configurationCurrent Behavior:
The article includes steps referencing the Global Audio feature, which is…1 vote -
RingCX Voice Connection (RingCentral Phone + Deskphone Pairing) Call Control Enhancement
RingCX Voice Connection (RingCentral Phone + Deskphone Pairing) Call Control Enhancement
Summary:
Request to enhance call control functionality when using "RingCentral Phone" as the selected voice connection within RingCX paired with DeskphoneDescription:
Currently, when "RingCentral Phone" is selected as the voice connection in RingCX, the call control remains within the RingCX platform (ringcx.ringcentral.com). When Deskphone Pairing is enabled, it allows RingCX calls to be answered through the Deskphone. As a result, users are unable to perform call control actions—such as call transfer, hold and mute— directly from the Deskphone.Expected Behavior:
When "RingCentral Phone" is selected as the voice…1 vote
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