188 results found

1. 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.

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2. 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

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3. 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 an agent becomes available.”

   At this point, the callback setup has not yet fully completed, but the wording strongly implies that it has. As a result, some callers hang up before the system finishes registering the callback, causing the callback to fail.

   At present, this appears to be a feature limitation, as there is no option to:

   Customize this message, or

   Use a different default message that explicitly instructs callers to remain on the line until setup is complete.

   Feature request:
   We are requesting the ability to either:

   Configure a custom callback confirmation message, or

   Update the default system message to clearly indicate that the caller should stay on the line until the setup process is finished (e.g., “Please remain on the line until your callback is fully confirmed”).

   This change would significantly reduce callback failures, improve patient experience, and reduce repeat inbound calls caused by unsuccessful callback registrations.

   Thank you for considering this request. We are happy to provide call samples or additional data if helpful.

   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… more

   5 votes

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4. 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.

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5. 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.

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6. 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.

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7. 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

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8. 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 end user's browser/local time. For global operations, we need the ability to configure a targeting rule against a specific timezone, regardless of where the end user accessing the website is located.

   For example, if a channel operates from 09:00–17:00 UK time, the targeting rule should follow the configured UK timezone and automatically account for daylight saving changes, rather than interpreting 09:00–17:00 based on the website visitor's local browser time.

   Desired Outcome

   Targeting rules should provide greater flexibility and centralised management through three key capabilities:

   Multiple channels per targeting rule:

   Allow multiple channels to sit under the same targeting rule. Channels with the same operating requirements could then be managed centrally rather than requiring duplicate rules for each channel.

   1. Holiday and exception management

   Introduce a Holiday/Exception Dates feature, similar to the functionality available for queues. Administrators should be able to add specific dates and define what should happen on those dates, for example:

   Apply different operating hours
   Hide the channel/button completely
   Apply alternative availability for a specific date

   1. Configurable timezone per targeting rule

   Allow administrators to select the timezone that a targeting rule should operate against, rather than relying on the end user's browser timezone. Operating hours and exception dates should then be evaluated against the configured timezone, including automatic handling of daylight saving time.

   Business Outcome

   These improvements would significantly reduce the number of targeting rules required and make large-scale, multi-region operations much easier to manage. They would reduce manual administration, simplify bank holiday and exception management, provide consistent operating hours regardless of the customer's location, and reduce the risk of channels being incorrectly available or unavailable.

   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… more

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9. 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.

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10. 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.

    •  

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    25 votes

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11. Support for RingCX session initiation on mobile web browsers (iOS and Android)

    background:
    Customers attempting to access RingCX using mobile devices (iPhone/iPad and Android) via supported browsers such as Chrome, Safari, Firefox, and Edge are encountering an error message stating:
    "You’re using an unsupported browser. Switch to the latest version of Chrome, Firefox or Edge to start a session."

    This occurs even when using updated versions of supported browsers.

    current behavior:

    Users can access the RingCX login page via mobile browsers
    Upon attempting to start a session, the system blocks access
    Error message indicates unsupported browser
    Issue is consistent across all browsers on iOS devices
    Similar limitations may occur on Android devices depending on configuration

    root cause (known limitation):

    iOS browsers are required to use Apple WebKit engine regardless of browser type
    RingCX relies on WebRTC and advanced browser capabilities not fully supported in mobile environments
    Platform detects mobile browser environment as unsupported for session initiation

    expected behavior:

    Users should be able to initiate and manage RingCX sessions from mobile browsers
    Platform should properly recognize supported mobile browsers
    If full support is not possible, provide:
    a mobile-optimized experience, or
    a clear and accurate compatibility message with guidance

    business impact:

    Limits agent and admin mobility
    Prevents users from handling calls or sessions while away from desktop
    Creates confusion due to misleading “unsupported browser” message
    Impacts customer experience and operational flexibility

    requested enhancement:

    Enable support for RingCX session initiation on:
    iOS mobile browsers (Safari/Chrome/Edge)
    Android mobile browsers
    Improve browser detection logic for mobile environments
    Provide fallback or limited functionality mode if full WebRTC support is not feasible
    Update error messaging to clearly indicate mobile limitation (if support cannot be implemented)

    workarounds:

    Use desktop or laptop with supported browsers (Chrome, Edge, Firefox)
    No viable mobile workaround currently available

    additional notes:

    This is a recurring customer inquiry and not an isolated case
    Similar requests have been raised regarding mobile accessibility and flexibility
    Aligning RingCX with mobile capabilities would improve competitiveness and user adoption

    background:
    Customers attempting to access RingCX using mobile devices (iPhone/iPad and Android) via supported browsers such as Chrome, Safari, Firefox, and Edge are encountering an error message stating:
    "You’re using an unsupported browser. Switch to the latest version of Chrome, Firefox or Edge to start a session."

    This occurs even when using updated versions of supported browsers.

    current behavior:

    Users can access the RingCX login page via mobile browsers
    Upon attempting to start a session, the system blocks access
    Error message indicates unsupported browser
    Issue is consistent across all browsers on iOS devices
    Similar limitations may occur on Android devices… more

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12. 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 routing

    Business Impact:
    This limitation affects agent workflow and efficiency, especially for organizations transitioning from Integrated Softphone to RingCentral Phone. It prevents agents from utilizing familiar and centralized call handling features within the RingCentral App.

    Use Case:
    Customers migrating to RingCentral Phone expect full call handling capabilities within the app, including the ability to transfer calls to RingEX users (e.g., voicemail boxes). The current behavior results in failed transfers and operational friction.

    Requested Enhancement:
    Enable full call control within the RingCentral App when "RingCentral Phone" is used as the voice connection in RingCX, or provide native support for transferring calls to RingEX voicemail within the current setup.

    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… more

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13. 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

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14. 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

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15. 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

    2 votes

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16. 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

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17. 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 managing customer interactions, reduce missed opportunities, and improve the overall customer experience.

    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… more

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18. 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.

    3 votes

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19. 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

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20. 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

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