178 results found
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RingCX Voice Connection (RingCentral Phone) Call Control Enhancement
Summary:
Request to enhance call control functionality when using "RingCentral Phone" as the selected voice connection within RingCX.Description:
Currently, when "RingCentral Phone" is selected as the voice connection in RingCX, the call control remains within the RingCX platform (ringcx.ringcentral.com). As a result, users are unable to perform call control actions—such as call transfer—directly from the RingCentral App.Expected Behavior:
When "RingCentral Phone" is selected as the voice connection, call control should be enabled within the RingCentral App, allowing users to:Perform call transfers
Access standard call control features (hold, mute, transfer, etc.)
Seamlessly interact with RingEX features, including voicemail…3 votes -
RCX | Whisper greeting
Add an ability or a configuration to have like a whisper greeting for the agent in RingCX on which queue the call came from or the queue their callers chose.
3 votes -
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 -
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…
2 votes -
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.
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.…
6 votes -
Add Callback Option to Workflow and No Agents Signed In Handling
Request
Please consider adding a callback option within the workflow configuration and within the “No agents signed in” handling options.
Current Limitation
At present, there is no available option to configure a callback action as part of the workflow. Additionally, when the “No agents signed in” scenario is triggered, there is also no option to offer or initiate a callback.
Expected Enhancement
Introduce callback functionality in both areas so that customers can request a callback when:
A workflow requires an alternative contact option.
No agents are available or signed in to handle the interaction.This would provide more flexibility in…
1 vote -
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,…
4 votes -
Forward to an External Number alternately every week
The customer wanted to have an option to forward the call directly to an external number and an option to do it alternately
1 vote -
Specific ringtone indicating the call is from the customer and not from a colleague
A call is received by an employee. He transfers that call to another colleague. He wants that colleague to kow via a specific ringtone the call is from the customer not from the colleague and give the right opening spiel
1 vote -
Callback Configuration
The callback process needs additional functionality and configuration options added to make it more useful. Today the process just prompts to create a callback with the current phone number, or enter a different phone number. The callback process needs to be modified for the following:
1) Prompt for the caller's name, as outlined in this feature request: https://ideas.ringcentral.com/forums/958496-contact-center-ringcx/suggestions/49775720-inbound-queue-callback-option-to-record-caller-s. This would at least let the agent know who they are calling back, and allow the agent to speak to an operator or navigate an auto attendant at the destination number.
2) Enable a toggle to prompt the caller to enter…11 votes -
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 -
importing work flow from one ringcentral account to another
The customer requested that there must be an option to copy the template from his existing workflow from one RingCentral account to another. So they could save more time when creating a workflow.
3 votes -
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…
8 votes -
RingCX Agent Script - Button Configuration Option For Transfers
RingCX > Admin > Agent Scripts > Button > Button Configuration > Actions > Button Action: Call Control / Call Action: Cold Transfer
We had an issue when attempting to use an agent script button to perform a cold transfer to a 10 digit RingEX phone number where the tag configuration of {{model.call.ani}} was not being respected. On the EX side, the transfer recipient would see our main RingEX phone number as opposed to the callers ANI.
After a support ticket was opened for months, a support agent finally stated that we needed to use {{model.call.aniE164}}. This tag does not…
1 vote -
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…
3 votes -
Scheduled agent shifts in queue
Existing functionality: RingCX can have set hours of operation at the queue level. For agents that need to log in and out of different queues throughout the day, they can log in and out manually by updating their current session or have a supervisor reassign via real time dashboard.
Desired functionality: Allow the ability to configure what time of day an agent is allocated to specific queues. For example, Agent One should be in queues A and B from 8:00am - 11:00am, then queues B and C from 11:00am - 5:00pm. Meanwhile, Agent Two may need to be in queues…
1 vote -
Enable DTMF Input Option within Priority Events
Request to enhance Priority Events in RingCX by allowing DTMF (keypad input) interaction for callers when a queue reaches defined thresholds (e.g., max queue size or wait time).
Current Behavior:
Priority Events currently allow actions such as routing or prioritization when thresholds are met. However, they do not support DTMF input, which limits the ability to offer interactive options (e.g., callback requests) directly within this flow.Problem:
Customers who want to manage high queue volume cannot provide callers with real-time options (such as requesting a callback or leaving voicemail) when a queue is full or wait time is excessive. This…1 vote -
automatically detect RoboCalls
Make a way to automatically block Robocalls from different numbers without manually adding them to the Blocked ANI List
10 votes -
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.
5 votes -
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…2 votes
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