89 results found
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Some extensions that are configured as hidden in RingEX are still appearing in the RingCX directory.
Requested Enhancement:
To streamline administration and improve consistency between RingEX and RingCX, we are requesting a more seamless synchronization of directory visibility settings. Ideally, extensions hidden in the RingEX corporate directory should automatically reflect the same visibility behavior in RingCX without requiring manual exclusion.Expected Behavior:
We would like directory visibility settings to be consistent and synchronized between RingEX and RingCX. Ideally, if an extension is hidden in the RingEX corporate directory, it should automatically be hidden in RingCX as well, without requiring additional configuration.Workaround (Current Behavior):
At present, administrators can manually exclude extensions in the RingCX Corporate Directory…2 votes -
RingCX Audio Library - Ability to Override Existing Audio Files in RingCX Audio Library
Feature Request: Ability to Override Existing Audio Files in RingCX Audio Library
We would like to request an enhancement to the RingCX Audio Library to support the ability to override or replace existing audio files.
Current Behavior:
When a new audio file is uploaded to an existing prompt, it is added as a separate version rather than replacing the existing file. This can result in multiple files with similar or identical names, which may create confusion when managing prompts.Proposed Enhancement:
Introduce a clear option to override (replace) an existing audio file, such as:- A “Replace File” or “Overwrite” option…
3 votes -
Export DNC list
Add the option to download/export the DNC list in RingCX
2 votes -
RingCX Audit Log Feature – Agent Status
RingCX Audit Log Feature – Agent Status
The customer is requesting an option to view the audit log that identifies which Supervisor manually changed a user's status.10 votes -
Disposition for manual outbound calls
Please add the option to add dispositions to manual outbound calls where "default" is selected on the "queue" dropdown
2 votes -
Add inbound caller ID normalization to E.164 format (+61XXXXXXXXX) for Australian numbers so that inbound call logs and desk phones (e.g., Y
Add inbound caller ID normalization to E.164 format (+61XXXXXXXXX) for Australian numbers so that inbound call logs and desk phones (e.g., Yealink T54) correctly resolve names from the RingCentral Company Directory.
3 votes -
Expose “Allow Call Transfer to Non-Available Agents” Setting in Customer-Facing RingCX Admin Portal
Summary:
Request to make the existing setting “Allow call transfer to non-available agents” visible and configurable within the customer-facing RingCX Admin Portal, aligning it with current availability in the internal RingCX Super Admin tool.Background:
The setting “Allow call transfer to non-available agents” is বর্তমানে accessible and configurable through the internal RingCX Super Admin tool. However, this option is not exposed in the customer-facing admin interface.This creates a discrepancy between internal and customer-level configuration capabilities.
Current Behavior:
Setting is available via internal RingCX Super Admin tool
Setting is not visible or configurable in the customer-facing RingCX Admin Portal
Customers…1 vote -
Allow Admins to Apply Business Override Templates at the Queue Level for Bulk Configuration
Title:
Allow Admins to Apply Business Override Templates at the Queue Level for Bulk ConfigurationDescription:
Currently in RingCX, Business Override settings must be configured manually for each individual queue. For environments where each queue has its own DID, this becomes highly repetitive and time-consuming—especially when managing a large number of queues.We would like to request an enhancement that enables Admins to create and apply reusable Business Override templates across multiple queues.
Requested Functionality:
Allow Admins to create and save Business Override templates.
Enable applying a template to multiple queues simultaneously or assigning a default template during queue creation.…1 vote -
RingCX Audit Trail to add IP Addresses
Add IP Addresses in Audit Trail together with other details of which computer used by the changer if possible.
1 vote -
Export Custom Lead Fields as Individual Columns in Lead List Reports
Description:
Currently, when exporting a Lead List that contains multiple custom lead fields, all custom fields are consolidated into a single column labeled extra_data.This structure makes it difficult to analyze, filter, and use the exported data effectively in external tools such as spreadsheets, reporting dashboards, or CRM integrations.
Proposed Enhancement:
Modify the export functionality so that each custom lead field is exported as its own individual column, rather than being grouped into a single extra_data field.For example:
Custom Field 1 → Column: Custom Field 1
Custom Field 2 → Column: Custom Field 2
Custom Field 3 → Column:…1 vote -
Preserve User-Entered Date Format in Lead Custom Fields
Currently, when a user inputs a date into a Lead Custom Field within the Lead List, the system automatically converts the value into a timestamp format (e.g. 2026-05-27T00:00:00.000-0400).
This behavior makes it difficult for users to read and interpret date values directly in the Lead List and related views.
Proposed Enhancement:
Allow the system to retain and display the actual date format entered by the user in the Lead List, instead of converting it into a timestamp format.Alternatively, provide a configuration option to control whether dates should be displayed in:
- User-entered format, or
- System timestamp format
Business Impact /…
1 vote -
Dedicated call recording prompt for inbound and outbound calling
Dedicated call recording prompt for inbound and outbound calling. Currently, the account settings does not allow you to change the prompt only for inbound or outbound calls only. Please give us the option to set a separate prompt for inbound and outbound calls.
1 vote -
RingCX Admin Custom Role Limitations
Description:
Currently, custom roles created by one admin cannot be viewed or modified by another admin. This creates a limitation in user management and poses a risk for future scalability and role maintenance.Requested Enhancement:
Enable all admins to view, edit, and manage custom roles created within the account, regardless of which admin originally created them.6 votes -
Enable the creation of Requeue Shortcuts in RingCX for Service Cloud Voice.
The customer wants to have the option to create requeue shortcuts in RingCX for Service Cloud Voice.
1 vote -
Remove authentication requirement for accessing call transcript URLs
Description:
Currently, users are required to log in before they can access transcript URLs. We would like to request an enhancement to allow direct access to transcript URLs without requiring authentication.Current Behavior:
- When a transcript URL is accessed, the system prompts the user to log in
- Users must authenticate even when the link is already shared internally or externallyRequested Behavior:
- Transcript URLs should be accessible without requiring a login
- Access should be granted directly via the URL (read-only view preferred)
- Optional: ability to set security controls (e.g., token-based or time-limited access)Business Impact:…
1 vote -
Dispositions-based Purge Management
Dispositions are not attached to messages, conversations, or threads in the same way as categories were in Engage Digital. As a result, it is currently not possible to apply retention or purge rules based on Dispositions.
We would therefore like to submit an evolution request to enable the ability to:Use Dispositions as criteria for data retention and purge policies
Apply selective purges based on specific Dispositions, similarly to what was previously possible with Engage Digital categoriesThis evolution is critical to ensure:
Compliance with data retention requirements
Operational continuity compared to Engage Digital
Better control over data lifecycle management…1 vote -
Block Phone Numbers in RingCX and RingEX
The ability to block a phone number on just one platform. RingCX and RingEX. We’re looking for the easiest way to manage this, as blocking a number currently affects all our queues.
1 vote -
Audit Log improvements
FEATURE REQUEST. In the Audit log, update the User ID and Element ID to be dropdowns to select the specific admin, queue or campaigns. Element already has some of these dropdowns. Or alternately, add the info icon to explain what needs to be included in those field.
Also the ability to export the audit log for easier review.
1 vote -
Improve clarity of callback messaging in RingCX
When a customer calls in and selects a callback, if they choose to be called back at a different number than the one they called in from the default message is "Please enter the 10 digit number beginning with the area code where you would like us to call you back." After the caller has entered the number there is a brief period of silence, (several seconds) which can lead someone to believe the call has disconnected. While you can hit # after the number has been entered to immediately have the system read the number back to you, this…
2 votes -
Additional Audit Log Information for Audio Library Tracking
have the ability to track who made changes in the Audio Library
1 vote
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