253 results found
-
Deleting a phone book entry should delete them automatically for all queues
At the moment, deleting an entry in the phone book page doesn't delete it from the voice queues. We are requesting that this functionality be updated. Deleting a phone book entry should delete it from all queues.
1 vote -
callback feature only when calls are waiting or wait time reaches a set threshold
Feature Request: Create a feature that can dynamically determine when a callback queue event should be offered based on specific thresholds (i.e SLA, elapsed time (currently in place), abandoned rates, # of calls waiting, etc.)
5 votes -
Import RingEX IVRs to RingCX
- Executive Summary As customers migrate from RingEX to RingCX (or adopt a hybrid setup), reconstructing complex Interactive Voice Response (IVR) menus manually in RingCX is a major pain point. It is time-consuming, prone to human error, and delays the onboarding process.
This feature will allow administrators to export an existing RingEX IVR configuration and import it directly into RingCX, automatically mapping menus, prompts, audio files, and key presses (extensions) to the corresponding RingCX queues, scripts, or flows.
Problem Statement
"Rebuilding a 5-level IVR menu with dozens of audio prompts in RingCX takes hours of manual labor and requires dual-monitoring both…
3 votes -
Digital Routing "Longest Idle" should not treat an agent actively on a voice call as more idle than a truly available agent
When a Longest-Idle style routing algorithm selects an agent for a new digital interaction (chat/email) and multiple agents tie on every other ranking factor (skill profile, rank, role), the routing engine falls back to comparing how long each agent has been idle since their last interaction ended.
The issue is that idle time appears to be tracked using a single timestamp that only updates at the start or end of an interaction — and for voice calls, this timestamp seems to update only when the call ends, not when it begins. Digital interactions, by contrast, appear to update the timestamp…
1 vote -
hashtag # in RCX (IVRs and queue events)
customers would like to have the Hashtag in the list of possible DTMF codes in IVRs and Queue events.
46 votes -
Need a native feature equivalent to Amazon Connect’s flow resumption capability
This feature request for RingCX asks to implement the ability to resume an IVR contact flow after an external PSTN transfer, a capability currently supported by competitors like Amazon Connect.
Key summary points:
The Problem: Currently, RingCX terminates the contact flow when a call is transferred externally. If the external party hangs up, the caller is disconnected.
The Solution: Allow RingCX to anchor the call so that when the external party disconnects, the original caller is returned to the RingCX IVR.
The Value: This is essential for routing callers to post-call CSAT surveys after speaking with an outsourced agent, using…
1 vote -
Ability to filter the number added in route properties for all workflows
Ability to filter the numbers added in route properties for all workflows instead of checking them manually. It will be efficient and time-saving if there's an option for this. In this way, we can change the number added to another number we prefer and resolve the issue as soon as possible.
10 votes -
Cancelling a requeued call
Currently, if you requeue a call and select say on the call, there is not a way to take the call back. If you click end call, it will disconnect the call. There is no option to cancel the requeue. With transferring calls, you can cancel the transfer, but you cannot cancel a requeue.
47 votes -
Manually assign call back request to agents
Manager would like the option to assign out callback to agents and then have agents pick up those calls once available
12 votes -
Option to modify the Caller ID number used for Inbound ACD Queue Callback Answered in RingCX
Option to modify the Caller ID number used for Inbound ACD Queue Callback Answered in RingCX
The customer would like the ability to change the Caller ID number used for Inbound ACD Callback Answered within the RingCX platform. They want to be able to manually update this number through their RingCX portal.12 votes -
Add the existing (warm) "Transfer" call control functionality to the "Requeue" feature. "
When using the (warm) "Transfer" feature, agents are given call controls for both calls independently. This allows agent to switch between both calls as needed by placing one leg on hold. It also provides options to disconnect certain legs, their leg only, or the entire call.
In contrast when using the (Stay on call) "Requeue" feature agents do not have any ability to switch between both calls.
If an agent needs to reconnect the voice path to the original while utilizing "Requeue", they must hit "Resume". By doing the Requeue is effectively cancelled and agents would need to restart the…
23 votes -
Feature Request: Customizable Callback Setup Confirmation Message in RingCX
Hello RingCX Product Team,
We are currently using the callback feature for our patient call flows and have identified a usability issue that is impacting completion rates.
Our reporting shows that approximately 7% of callers fail to complete the callback setup process. After reviewing call recordings, we believe this is due to the confirmation message played during callback setup, which can reasonably lead callers to think the process is complete and hang up prematurely.
The current message played is:
“Thank you for using our callback service. We will maintain your place in queue and return your call as soon as…
5 votes -
Digital interaction routing to next available agent
Route digital interactions to the longest available agent, regardless of how many concurrent interactions each agent can handle. For example, we have agents set to two concurrent digital interactions, and when two come in they both go to the same agent. We would want one to go to the first, then the second to go to the next available agent. An additional option to choose to have this work for voice interactions as well could also be useful.
2 votes -
Feature Request — Queue-Level Timezone Configuration
Customer Request:
Allow administrators to configure the timezone independently at the individual queue level instead of inheriting the account/billing timezone.Current Behavior:
The queue timezone is currently tied to the account/billing timezone. There is no available option to configure a different timezone for an individual queue.Customer Requirement:
The customer has queues operating across different time zones and needs to configure each queue based on its operational/business timezone.Priority/Justification:
This enhancement would provide greater flexibility for customers operating contact centers or business units across multiple time zones and would allow queue schedules to accurately reflect their respective local operating hours.1 vote -
RNA Priority Routing
Allow RNA callers to be given priority in being answered next, rather than being sent back to the queue as a new segment in their call and having to wait in line again.
5 votes -
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.
4 votes -
Voicemail box for Play Announcement
There should be an option to left voicemail if there is no answer and forward the call for play announcement
1 vote -
More Flexible Targeting Rule Options
Use Case
We use targeting rules to control when buttons and channels are shown or hidden on the website based on operating hours and/or agent availability. At scale, this becomes difficult to manage because separate rules are required for different channels and variations such as weekday and weekend opening hours.
Currently, this results in managing hundreds of targeting rules, creating significant manual overhead. This becomes particularly challenging when managing exceptions such as bank holidays, when individual rules need to be identified, reviewed and updated manually.
There is also a challenge with timezone management. Targeting rules currently operate based on the…
1 vote -
Text Vorlesen beim bestimmten Status
Beim bestimmten Status der RC App zB Mittagspause sollte man eine Bandansage aufnehmen/importieren, abspielen und auf Voicemail umleiten dürfen. So ähnlich wie bei einer Regel, dort sind aber die Zeiten ziemlich fest vorgegeben, während eine Mittagspause ziemlich dynamisch verlaufen kann.
1 vote -
RingCX needs to display inbound callerID for calls coming into our Voice Queues.
Currently, all inbound calls to our RingCX Queues will only show the callerID as, "UNKNOWN."
Meanwhile, callerID works just fine for all inbound calls coming into RingEX.
This function needs to exist so that our Agents can better identify our customers as the call in.
25 votes
- Don't see your idea?