154 results found

1. RCX | Allow 1 number to be used for both Voice queue and SMS channel

   Looking for the ability to just use the Same phone number for the voice queue and for the SMS channel. This is to avoid adding multiple numbers to an agent in EX.

   3 votes

   Vote Vote Vote Vote

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Vote

   We’ll send you updates on this idea

   New  ·  0 comments  ·  Interaction routing, workflow & queuing  ·  Delete…  ·  Admin →
   How important is this to you?

   Not at all You must login first! Important You must login first! Critical You must login first!

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Submit Rating

2. Enhancing Queue Event Management

   I would like to suggest several improvements to the way RingCX handles queue events. Currently, managing these is somewhat complicated. The following changes would bring the platform in line with industry standards and significantly simplify the user experience.

   1. Queue Event “Duration”
      Currently, having to manually set a "Duration" for queue events is not ideal, as the event time must precisely match the audio file length. Most competitor solutions play prompts from start to finish, with the duration automatically defined by the audio file itself. Removing the manual duration requirement would prevent prompts from being cut off or leaving awkward silences.

   2. Queue Event “Repetitions”
      There is currently no native option to set repetitions for queue events. Our current workaround is calculating the total duration multiplied by the desired number of repetitions is highly unreliable. Factors such as the variable delay in establishing voice legs often result in prompts being cut short. Ideally, we should be able to play a prompt and simply define the number of loops required if these need to play multiple times.

   3. “Position in Queue” and “Estimated Wait Time”
      Linked to the point above, these prompts currently only play once per queue event. If we need these to repeat (for example, every 2 minutes over an hour), we are forced to replicate the queue event 30 times. This quickly becomes unmanageable. Introducing a repetition or interval setting for these specific prompts would be a much more elegant and scalable solution.

   4. “Comfort Prompts” (Overlay Logic)
      Typically, other solutions handle comfort prompts as an "overlay" for Music on Hold (MOH). In this setup, MOH plays continuously, and comfort prompts are triggered at defined intervals or repetitions. The music automatically fades out so that the prompt is audible and fades back in once it finishes. While this is a "nice to have," it would vastly simplify how we manage music and audio assets today.

   I would like to suggest several improvements to the way RingCX handles queue events. Currently, managing these is somewhat complicated. The following changes would bring the platform in line with industry standards and significantly simplify the user experience.

   1. Queue Event “Duration”
      Currently, having to manually set a "Duration" for queue events is not ideal, as the event time must precisely match the audio file length. Most competitor solutions play prompts from start to finish, with the duration automatically defined by the audio file itself. Removing the manual duration requirement would prevent prompts from being cut off or leaving awkward silences.

   2. … more

   6 votes

   Vote Vote Vote Vote

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Vote

   We’ll send you updates on this idea

   New  ·  0 comments  ·  Interaction routing, workflow & queuing  ·  Delete…  ·  Admin →
   How important is this to you?

   Not at all You must login first! Important You must login first! Critical You must login first!

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Submit Rating

3. Allow for Web Service DTMF Queue Event to fire off without changing callers status in queue

   Allow for Web Service DTMF Queue Event to fire off without changing callers status in queue.

   We are attempting to configure a queue event with DTMF enabled where we offer the caller an option to press X key and receive a text message with a link to our website while the caller waits in queue. Currently, the only way we can get this working without forcing the caller to drop from the queue after receiving the text is to use the requeue option in conjunction with an external web service. This does keep the caller in the same queue, however, since it is being done via a requeue, the caller is technically sent to the "end of the line" of the queue as their place in queue is not held.

   Allow for Web Service DTMF Queue Event to fire off without changing callers status in queue.

   We are attempting to configure a queue event with DTMF enabled where we offer the caller an option to press X key and receive a text message with a link to our website while the caller waits in queue. Currently, the only way we can get this working without forcing the caller to drop from the queue after receiving the text is to use the requeue option in conjunction with an external web service. This does keep the caller in the same queue, however,… more

   4 votes

   Vote Vote Vote Vote

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Vote

   We’ll send you updates on this idea

   New  ·  0 comments  ·  Interaction routing, workflow & queuing  ·  Delete…  ·  Admin →
   How important is this to you?

   Not at all You must login first! Important You must login first! Critical You must login first!

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Submit Rating

4. Inbound Queued Callback option in Queue Events, it's only in DTMF sub-Queue Events options which is limiting

   For some reason you can set a DTMF Queue event to be an Inbound Queue Callback, but you can't do it from the Queue Event itself. Every other option is there, but that one is missing. It seems a bug or missed item since it would only enhance the options available?

   There are many reasons for a queue event to go to Callback rather than requiring a DTMF selection to do it.

   19 votes

   Vote Vote Vote Vote

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Vote

   We’ll send you updates on this idea

   New  ·  1 comment  ·  Interaction routing, workflow & queuing  ·  Delete…  ·  Admin →
   How important is this to you?

   Not at all You must login first! Important You must login first! Critical You must login first!

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Submit Rating

5. Transcriptions for voicemail email notifications in RingCX

   Current Behavior:
   When a call routed to a workflow or voice queue is sent to voicemail, the email notification received contains only the voicemail recording as an attachment. There is no voicemail transcription included in the email body.

   Requested Enhancement:
   Enable voicemail transcriptions to be included directly in the email notifications sent when a voicemail is left for a workflow or voice queue.

   This functionality already exists in the RingEX platform, and we would like to have the same capability available in RingCX for consistency and usability.

   Important Clarification:

   This request is not related to the Queue Voicemail Channel feature.
   The Queue Voicemail Channel routes voicemails to agents assigned to a digital channel, which is a different use case.
   The requirement is to receive voicemail transcriptions in the company email inbox that currently receives voicemail notifications, not within the queue voicemail channel or agent workspace.

   Business Value:

   Improves accessibility and readability of voicemail messages
   Reduces the need to download and listen to voicemail recordings
   Aligns RingCX capabilities with existing RingEX functionality
   Enhances customer experience and operational efficiency

   Current Behavior:
   When a call routed to a workflow or voice queue is sent to voicemail, the email notification received contains only the voicemail recording as an attachment. There is no voicemail transcription included in the email body.

   Requested Enhancement:
   Enable voicemail transcriptions to be included directly in the email notifications sent when a voicemail is left for a workflow or voice queue.

   This functionality already exists in the RingEX platform, and we would like to have the same capability available in RingCX for consistency and usability.

   Important Clarification:

   This request is not related to the Queue Voicemail Channel feature.… more

   3 votes

   Vote Vote Vote Vote

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Vote

   We’ll send you updates on this idea

   New  ·  1 comment  ·  Interaction routing, workflow & queuing  ·  Delete…  ·  Admin →
   How important is this to you?

   Not at all You must login first! Important You must login first! Critical You must login first!

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Submit Rating

6. RingCx | Allow Error / Default Routing for JavaScript Nodes in Workflow Editor

   ummary:
   Enhance JavaScript nodes in the Workflow Editor to support “Error” and “Default” routing options to prevent calls from getting stuck in the node when an issue occurs with the script execution.

   Details / Description:
   Currently, the only way to move a call through a JavaScript node is by explicitly setting a connection using ivr.setConnection("go"); and then mapping the connection ? to the value of "go" (or whichever name is assigned).

   If for any reason the script fails to set the connection properly (e.g., a runtime error, variable not found, or unexpected input), the call will remain stuck in the JavaScript node. This results in dead air for the caller and no fallback path, which negatively impacts the caller experience and reliability of the IVR workflow.

   Issue:

   JavaScript nodes have no fallback or error handling path.

   If ivr.setConnection() fails or is not reached, the call has nowhere to go.

   This creates workflow dead ends and can increase call abandonment.

   Requested Enhancement:

   Add “Error” routing to JavaScript nodes — similar to other nodes in RCX — so the call can be redirected to a predefined fail-safe branch if the script encounters an error.

   Optionally, add a “Default” routing option to handle scenarios where no explicit connection is set in the script, allowing for smoother recovery from logic gaps or unexpected conditions.

   Example Scenario:
   If ivr.setConnection("sales") fails due to an undefined variable, the call would follow the Error or Default path instead of remaining stuck in the node.

   Benefits:

   Prevents dead air and call abandonment caused by JS errors.

   Allows for more resilient and fault-tolerant IVR workflows.

   Reduces operational impact from coding or runtime errors.

   Improves overall customer experience.

   ummary:
   Enhance JavaScript nodes in the Workflow Editor to support “Error” and “Default” routing options to prevent calls from getting stuck in the node when an issue occurs with the script execution.

   Details / Description:
   Currently, the only way to move a call through a JavaScript node is by explicitly setting a connection using ivr.setConnection("go"); and then mapping the connection ? to the value of "go" (or whichever name is assigned).

   If for any reason the script fails to set the connection properly (e.g., a runtime error, variable not found, or unexpected input), the call will remain stuck in the… more

   7 votes

   Vote Vote Vote Vote

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Vote

   We’ll send you updates on this idea

   New  ·  0 comments  ·  Interaction routing, workflow & queuing  ·  Delete…  ·  Admin →
   How important is this to you?

   Not at all You must login first! Important You must login first! Critical You must login first!

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Submit Rating

7. Custom Alphanumeric Verification for Call Queue Routing with CRM Association

   We would like to request a feature that enables the use of a custom alphanumeric verification code for callers entering a call queue. The length and format of this code should be configurable by the customer.

   Proposed Functionality:

   Allow callers to input a unique alphanumeric verification code before or during entry into a call queue
   Enable administrators to define the length and format of the code (e.g. numeric only, alphanumeric, fixed or variable length)
   When a valid code is entered, automatically bypass standard IVR menu selections and route the caller directly into the appropriate queue
   Integrate with CRM systems so that the entered code can be used to:
   Automatically identify the caller
   Associate the interaction with an existing case, contact or account
   Surface relevant information to the agent before or at the time of call connection

   Use Case / Business Value:
   This feature would significantly reduce friction for repeat or known callers, especially in support environments where users are already provided with a reference number or case ID. It would:

   Improve customer experience by reducing IVR navigation time
   Increase agent efficiency by pre-identifying the caller and context
   Enable more seamless CRM integration and data accuracy
   Support more personalised and streamlined service delivery

   Ideally, this feature would support API integration for real-time validation of codes and flexible mapping to CRM records.

   We would like to request a feature that enables the use of a custom alphanumeric verification code for callers entering a call queue. The length and format of this code should be configurable by the customer.

   Proposed Functionality:

   Allow callers to input a unique alphanumeric verification code before or during entry into a call queue
   Enable administrators to define the length and format of the code (e.g. numeric only, alphanumeric, fixed or variable length)
   When a valid code is entered, automatically bypass standard IVR menu selections and route the caller directly into the appropriate queue
   Integrate with CRM systems so… more

   2 votes

   Vote Vote Vote Vote

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Vote

   We’ll send you updates on this idea

   New  ·  0 comments  ·  Interaction routing, workflow & queuing  ·  Delete…  ·  Admin →
   How important is this to you?

   Not at all You must login first! Important You must login first! Critical You must login first!

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Submit Rating

8. Call Park in RingCX

   Feature Request: Call Park for RingCX
   Summary:
   
   Enable Call Park functionality within RingCX to allow agents to place a call on hold in a shared "parking spot" and retrieve it from any other device or extension.

   Details:
   
   Currently, RingCX does not support call parking, which limits flexibility for teams handling calls across multiple devices or locations. Call Park is a critical feature in traditional PBX and UC systems, and its absence in RingCX creates workflow inefficiencies.

   Proposed Functionality:

   Agents can park an active call into a designated slot.

   The system generates a unique park number or code.

   Any agent or device within the RingCX environment can retrieve the parked call using that code.

   Optionally, parked calls can have configurable timeout rules (e.g., ring back to the original agent if not retrieved within X seconds).

   Related Project: 03890663 - Service Center Pro
   Related Case ticket: https://ideas.ringcentral.com/forums/966594-ringcx/suggestions/49329458-call-parking-in-ringcx

   Feature Request: Call Park for RingCX
   Summary:
   
   Enable Call Park functionality within RingCX to allow agents to place a call on hold in a shared "parking spot" and retrieve it from any other device or extension.

   Details:
   
   Currently, RingCX does not support call parking, which limits flexibility for teams handling calls across multiple devices or locations. Call Park is a critical feature in traditional PBX and UC systems, and its absence in RingCX creates workflow inefficiencies.

   Proposed Functionality:

   Agents can park an active call into a designated slot.

   The system generates a unique park number or code.

   Any agent or… more

   1 vote

   Vote Vote Vote Vote

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Vote

   We’ll send you updates on this idea

   New  ·  1 comment  ·  Interaction routing, workflow & queuing  ·  Delete…  ·  Admin →
   How important is this to you?

   Not at all You must login first! Important You must login first! Critical You must login first!

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Submit Rating

9. Paging in RCX

   Currently the ability to park and offer paging is only available on the EX side. In Healthcare, paging on call doctors is a daily aspect of their jobs and not being able to page in RCX has prevented the adoption of RCX. Having the option for an agent to place the caller on hold while they page an office to find a doctor and then hand them directly to the doctor is severely needed on the RCX platform.

   6 votes

   Vote Vote Vote Vote

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Vote

   We’ll send you updates on this idea

   New  ·  1 comment  ·  Interaction routing, workflow & queuing  ·  Delete…  ·  Admin →
   How important is this to you?

   Not at all You must login first! Important You must login first! Critical You must login first!

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Submit Rating

10. Ability to Set Skill Weight/Proficiency

    Currently, RingCX does not provide the capability to define individual skill weight or proficiency for each agent individually. This capability is essential because it will:

    • Reduce the need to create a separate skill ("Sales Proficiency 1", "Sales Proficiency 2", "Sales Proficiency 3" and so on) for each weight or proficiency level.
    • Simplify and reduce the level of effort when creating and assigning skill profiles to agents.
    • Streamline skill assignment within queue routing by enabling the selection of a required skill and the definition of a specific weight or proficiency range and order (high to low or low to high).

    •  

    17 votes

    Vote Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    New  ·  0 comments  ·  Interaction routing, workflow & queuing  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating

11. Route Calls to the Agent With the Longest Time in AVAILABLE State

    Issue Summary:
    Calls are not being routed to the agent with the longest available time. Based on the RingCX Real-time Analytics report, calls are not consistently directed to the agent who has been available the longest.

    Current Behavior:
    RingCX routes calls without correctly prioritizing the agent with the longest AVAILABLE duration. Analytics (“Agent State Change Raw” report) confirmed that when a call arrives, the agent with the longest AVAILABLE state time is not always selected.

    Expected Behavior:
    RingCX should route calls to the agent who has been in the AVAILABLE state the longest.

    Troubleshooting Performed:

    Reviewed “Agent State Change Raw” in RingCX Analytics.

    Filtered the timeframe when agents were AVAILABLE at the moment of call arrival.

    Verified that calls were not routed to the agent with the longest AVAILABLE duration.

    Client Need / Requested Enhancement:
    The client requires that idle time be reset whenever an agent switches from WORKING / AWAY / BREAK / LUNCH back to AVAILABLE. This ensures accurate calculation of “longest available time” and correct routing behavior.

    Requested Action:
    Please implement a system update so that idle state automatically resets each time an agent re-enters AVAILABLE, ensuring proper longest-idle routing.

    Refer to:
    SF Case ticket: https://rc.lightning.force.com/lightning/r/Case/500TU00000lFlUzYAK/view?sv=%2Flightning%2Fo%2FCase%2Flist%3FfilterName%3D__Recent
    jira Ticket: https://jira.ringcentral.com/browse/EVSE-4563

    Issue Summary:
    Calls are not being routed to the agent with the longest available time. Based on the RingCX Real-time Analytics report, calls are not consistently directed to the agent who has been available the longest.

    Current Behavior:
    RingCX routes calls without correctly prioritizing the agent with the longest AVAILABLE duration. Analytics (“Agent State Change Raw” report) confirmed that when a call arrives, the agent with the longest AVAILABLE state time is not always selected.

    Expected Behavior:
    RingCX should route calls to the agent who has been in the AVAILABLE state the longest.

    Troubleshooting Performed:

    Reviewed “Agent State Change Raw”… more

    5 votes

    Vote Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    New  ·  1 comment  ·  Interaction routing, workflow & queuing  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating

12. Ability to Block Incoming International Calls by Country or Area Code in RingCX

    Description:
    We would like to request a feature in RingCX that allows administrators to block incoming calls based on country or area code, rather than manually adding individual numbers.

    Current Behavior:
    At present, the only available method to block unwanted calls is through Blocked ANI, which requires manually entering each phone number. This approach is not scalable, especially when dealing with high volumes of international spam or unwanted calls from multiple numbers within the same country or region.

    Requested Enhancement:
    Introduce a configuration option within RingCX (e.g., under Channels > Blocked ANI) that allows:

    Blocking calls by country code (e.g., +44, +91, etc.)

    Blocking calls by area code or number prefix

    Option to allow/deny lists based on geographic regions

    Business Impact:
    This feature would significantly improve operational efficiency by reducing manual effort, minimizing exposure to spam or fraudulent international calls, and enhancing overall call management and security.

    Use Case:
    Customers receiving a high volume of unwanted international calls would be able to proactively block entire regions instead of maintaining large and constantly changing lists of individual numbers.

    Additional Notes:
    This capability would align with common telephony controls and provide greater flexibility and scalability for contact center administrators.

    Description:
    We would like to request a feature in RingCX that allows administrators to block incoming calls based on country or area code, rather than manually adding individual numbers.

    Current Behavior:
    At present, the only available method to block unwanted calls is through Blocked ANI, which requires manually entering each phone number. This approach is not scalable, especially when dealing with high volumes of international spam or unwanted calls from multiple numbers within the same country or region.

    Requested Enhancement:
    Introduce a configuration option within RingCX (e.g., under Channels > Blocked ANI) that allows:

    Blocking calls by country code (e.g.,… more

    2 votes

    Vote Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    New  ·  0 comments  ·  Interaction routing, workflow & queuing  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating

13. requeue

    Expand on the "Cross queue requeue" setting to allow agents to requeue calls to ALL queues not just queues they are assigned to.

    8 votes

    Vote Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    New  ·  0 comments  ·  Interaction routing, workflow & queuing  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating

14. Add "call is being recorded" disclaimer for Inbound Queue call back

    Please allow inbound queue call back requests to play "This call is being recorded for quality and training purposes" on caller's end whenever the system triggers an outbound call for an agent

    5 votes

    Vote Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    New  ·  0 comments  ·  Interaction routing, workflow & queuing  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating

15. Warm Transfer Calls From RingEX USers to RingCX Agents

    To allow warm transfer calls from RingEX users to RingCX agents. Currently, it only works with Cold transfers.

    4 votes

    Vote Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    New  ·  0 comments  ·  Interaction routing, workflow & queuing  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating

16. Simultaneous Ring option for Call Queues/Skill

    It would be nice to have an option to ring all agents simultaneously under a Call Queue. This would:

    • Provide the possibility of a shorter wait time for callers
    • Avoid caller abandons
    • Help in user data analyzation on who picks up the most/least calls

    19 votes

    Vote Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    New  ·  0 comments  ·  Interaction routing, workflow & queuing  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating

17. RingCX callback in queue

    Significantly improve the RingCX callback in queue experience for callers. Here's a breakdown of the issues and how to address them, focusing on making the text-to-speech (TTS) more natural:

    Key Issues Identified:

    Mixed Gender Voices: The callback message currently starts with a male voice and switches to a female voice. This can be jarring and unprofessional.
    Outdated/Robotic Text-to-Speech: The TTS used to read and verify the phone number sounds old and unnatural, which negatively impacts the caller experience.
    Solutions and Recommendations:

    1. Unify and Improve Voice Consistency:

    Custom Audio Recordings: The most direct way to ensure consistent and natural-sounding voices is to record the entire callback message with professional voice talent. You can upload custom audio files to RingCX for queue events. This gives you complete control over the tone, pacing, and overall professionalism.
    Action:
    Identify the full script of your callback message.
    Work with a professional voice actor (male or female, choose one for consistency) to record the entire message, including the part that prompts for and verifies the phone number. Ensure the recording is clear and high-quality.
    In RingCX, navigate to the "Queue Events" section for your relevant queue (Admin > Routing > Voice queues & skills > select your queue > Queue Events).
    Locate the callback event and upload your new, unified audio file.
    2. Enhance Text-to-Speech Naturalness:

    If using custom audio for the entire message isn't feasible, you'll need to focus on improving the TTS for the dynamic parts (like reading the phone number).

    Leverage RingCX's Latest TTS (if available): RingCX is likely to have improved its internal TTS capabilities over time, especially with the push towards AI and natural language processing.

    Action:
    Check your RingCX administrative settings for options related to "Text-to-Speech" or "Voice Settings."
    Look for options to select different TTS voices or engines. RingCX supports various languages and might offer different voice profiles within those languages (e.g., "en-US" with different voice options).
    Test out any newer TTS options to see if they offer a more natural sound.
    Integrate with Advanced TTS Services (if supported): Some platforms allow integration with third-party TTS services like Google Text-to-Speech, Amazon Polly, or others that offer highly natural and customizable voices. While direct integration might require more advanced setup (potentially through IVR designer or scripting nodes), it could be an option if RingCX's native TTS options are insufficient.

    Action:
    Explore RingCX's "IVR Studio" or "Workflow Studio" for "Scripting" or "Say Variable" nodes. These nodes might allow you to use JavaScript or other scripting to integrate with external TTS APIs if RingCX provides such functionality.
    This might be a more technical solution and would require checking RingCX's developer documentation or contacting their support for guidance on external TTS integration.
    Pre-generate Dynamic Audio (Hybrid Approach): For the phone number verification, you could pre-generate audio files for each digit (0-9) and common phrases ("your phone number is", "is this correct?", "please enter"). Then, within your RingCX IVR flow, string these pre-recorded segments together based on the entered number. This provides maximum control over the voice quality for the critical phone number verification part.

    Action:
    Record individual audio files for each digit (0-9) and any other common words/phrases used in the phone number verification.
    In your RingCX IVR or workflow, use logic to play these individual audio files in sequence to "speak" the number. This is more complex but offers a very natural sound for specific, repetitive elements.
    Steps to Implement Changes in RingCX:

    Access RingCX Admin: Sign in to your RingCX account and go to the Admin tile.
    Navigate to Queue Settings: Go to "Routing" and then "Voice queues & skills." Expand your queue group and select the specific queue you want to modify.
    Review Queue Events: Click "Queue Events" in the left navigation panel.
    Edit the Callback Event: Find the callback event (it might be under "Priority Queue Events" or a regular queue event) and click the "Edit" icon.
    Update Audio/TTS:
    If using a custom audio file for the entire message: Upload your new audio file in the designated section.
    If relying on Text-to-Speech: Look for options to configure the TTS voice. This might involve setting a default language for interactions (Admin > Settings > Accounts > select account > General > Account Defaults > Language) or configuring a "Scripting" or "Say Variable" node within your IVR flow if the callback message is part of an IVR.
    Important Considerations:

    Testing: After making any changes, thoroughly test the callback process to ensure the message is clear, consistent, and the phone number verification sounds natural.
    Caller ID Confirmation: Ensure the "confirm caller ID" part of the message is still effective and clear with the new voice.
    Documentation: Keep a record of the changes you make for future reference.
    By addressing the voice consistency and improving the TTS quality, you can significantly enhance the professionalism and user experience of your RingCX callback in queue system.

    Significantly improve the RingCX callback in queue experience for callers. Here's a breakdown of the issues and how to address them, focusing on making the text-to-speech (TTS) more natural:

    Key Issues Identified:

    Mixed Gender Voices: The callback message currently starts with a male voice and switches to a female voice. This can be jarring and unprofessional.
    Outdated/Robotic Text-to-Speech: The TTS used to read and verify the phone number sounds old and unnatural, which negatively impacts the caller experience.
    Solutions and Recommendations:

    1. Unify and Improve Voice Consistency:

    Custom Audio Recordings: The most direct way to ensure consistent and natural-sounding voices is… more

    13 votes

    Vote Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    New  ·  0 comments  ·  Interaction routing, workflow & queuing  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating

18. Add Agent Capacity Profiles to manage concurrent async and real-time workloads

    Description:
    In the legacy Engage Digital platform, there was a valuable capability called Agent Capacity Profiles, allowing administrators to define how many asynchronous conversations (e.g. email, Apple Business Chat, WhatsApp, social messaging) an agent could handle simultaneously, while also reserving capacity for real-time channels such as webchat or voice.

    RingCX currently lacks an equivalent mechanism, making it difficult to manage agent workload across mixed interaction types.

    Pain Point:
    Without agent capacity control:

    Agents supporting both async and real-time channels can easily be over-allocated, leading to missed SLA targets or delayed responses.

    Supervisors cannot reserve a portion of agent availability for live channels while still allowing them to contribute to async workloads.

    It reduces flexibility and efficiency for operations that handle multiple channel types.

    Example Scenario:
    A managed service provider supports several businesses using RingCX. Each business uses Apple Business Chat for async messaging and LiveChat for real-time web interactions. Ideally, the same set of agents should contribute to both, but with clear limits — for example, each agent could manage 3 async conversations while keeping 50% of their capacity free for immediate live chat assignment. This is not currently possible without manual monitoring or third-party workarounds.

    Proposed Solution:
    Introduce an Agent Capacity Profile feature in RingCX similar to Engage Digital, enabling:

    Definition of concurrent conversation limits by interaction type (async and real-time).

    Ability to assign different profiles to agents, queues, or roles.

    Dynamic capacity management so agents aren’t overloaded.

    Benefits:

    Optimizes agent utilization while maintaining responsiveness on real-time channels.

    Improves SLA adherence across all communication types.

    Allows businesses to better manage diverse digital workloads without custom routing hacks.

    Aligns RingCX with proven features from Engage Digital, supporting a smoother migration path for customers transitioning between platforms.

    Description:
    In the legacy Engage Digital platform, there was a valuable capability called Agent Capacity Profiles, allowing administrators to define how many asynchronous conversations (e.g. email, Apple Business Chat, WhatsApp, social messaging) an agent could handle simultaneously, while also reserving capacity for real-time channels such as webchat or voice.

    RingCX currently lacks an equivalent mechanism, making it difficult to manage agent workload across mixed interaction types.

    Pain Point:
    Without agent capacity control:

    Agents supporting both async and real-time channels can easily be over-allocated, leading to missed SLA targets or delayed responses.

    Supervisors cannot reserve a portion of agent availability for… more

    3 votes

    Vote Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    New  ·  0 comments  ·  Interaction routing, workflow & queuing  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating

19. automatically detect RoboCalls

    Make a way to automatically block Robocalls from different numbers without manually adding them to the Blocked ANI List

    8 votes

    Vote Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    New  ·  0 comments  ·  Interaction routing, workflow & queuing  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating

20. Incoming CNAM for Canada

    Incoming caller ID within Canada only shows phone number and location but not caller name (CNAM) it would be good to have the CNAM displayed.

    2 votes

    Vote Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    New  ·  0 comments  ·  Interaction routing, workflow & queuing  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating