211 results found
-
queue events
Currently in RingCX, if all agents logged into a queue are busy or unavailable, or if a caller has been on hold for an extended period of time, the system routes callers directly to voicemail (or continues holding until timeout). There is no built-in option to reroute callers to a backup RingEX ring group before voicemail is triggered.
Current Behavior
Callers enter a RingCX voice queue.
If all agents are busy, callers wait in queue until:
An agent becomes available, or
A voicemail/timeout rule takes effect.
There is no ability to configure a conditional overflow to a RingEX ring group.
…
3 votes -
priorities
In RingCX, voice queues cannot be globally configured to take priority over digital queues (email, chat, SMS). Currently, the only way to allow phone calls to break through is to configure agents for concurrent voice and digital interactions. This forces digital interactions to compete directly with calls and requires administrators to set strict digital concurrency limits (often set to 1), which is not ideal.
Current Behavior
Digital interactions received after hours queue up.
When agents log in, these digital interactions are delivered first-in, first-out before live phone calls.
Phone calls wait in queue until digital interactions have been cleared, unless…
3 votes -
Ring CX agents Simultaneous in a que
Have the ability to ring all agents within a specific queue simultaneously so it can be based off a speed to lead type of situation. This ensures the caller's time is not wasted and the agent working most effectively is rewarded with more leads.
8 votes -
SMS for missed calls
Ability to send SMS for missed call in RingCX
6 votes -
We would like our call queues to be able to accommodate different hours of operation for the extension and the direct dial phone number
We would like our call queues to be able to accommodate different hours of operation for the extension and the direct dial phone number. For example, we want internal calls to be answered by queue staff between the hours of 7:00 am and 5:00 PM, but we don't want patient's to be able to reach staff through the direct dial number until 8:00 am. Currently, Ring Central doesn't support this feature, but we did have this capability with our previous carrier, Mitel.
1 vote -
Able to enter multiple dates and times in a single entry in the RingCX Workflow Studio.
We have experienced, and may continue to experience, severe weather conditions. As a result, we closed early on one day and opened late the following day.
Is it possible to update the workflow to close on specific dates and times?
For example:
Monday: Closed
Tuesday: Delayed opening at 11:00 AM ET
Tuesday: Early closure at 4:00 PM ET
Wednesday: Delayed opening at 11:00 AM ET
Currently, I have to log into the Admin portal and manually update the dates and workflow for each individual time change. I would like to be able to enter multiple dates and times within a…1 vote -
1 vote
-
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.
1 vote -
Automatically send SMS messages for missed outbound calls.
A feature to automatically send SMS for any missed outbound calls. The current built-in workflow in the RC App primarily supports inbound calls only.
3 votes -
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…3 votes -
Add an interrupt message to queue events
Currently, we only have "looping audio" action in queue events. It would be better if we also have
“interrupt audio or interrupt message” that can be set up separately along side the looping audio action. Customers can use this to upload company ads messages and reminders for upcoming events such as holidays, promo and others.3 votes -
RingCX Global FIFO Queue Behavior Across Multiple Queues
Enable a global FIFO behavior that ensures all calls across all queues are dequeued in strict chronological order based on enqueue time, independent of the queue they enter.
This feature would improve call handling consistency, reduce call wait time confusion, and ensure fair handling of incoming calls when multiple queues are in use.
2 votes -
RCX | Press pound (#) Message
The ability to add an automated message to press the pound key (#) when the their callers are routing to a Callback IVR since this is a system message there is no option to add this automatically. The customer needs to manually add it to the greeting.
3 votes -
Support for Locking of Workflows to Prevent Changes
We need to be able to lock Workflow/Agent scripts to prevent edits temporarily while the current script is still fully functional for any incoming interactions. This will help prevent two people from having a script open and saving changes over each other. When an admin tries to open a locked script they should be able to view it, but they should get a notice that the script is currently locked and the name of the person who locked it (so they can contact that person if they need to make a change immediately) upon launching the script, and they should…
10 votes -
RingCX Feature Request – Custom Busy Announcement Based on Queue Placement
RingCX Feature Request – Custom Busy Announcement Based on Queue Placement
Description:
• We’d like to request a feature enhancement in RingCX that allows customers to configure a custom busy announcement based on a caller’s specific placement in the queue (e.g., if the caller is 2nd, 3rd, or 5th in line).
Current Behavior:
• RingCX allows custom audio and announcements to be played for queued callers.
• There is also a feature to announce the caller’s current position in the queue.
Requested Enhancement:
• The ability to define logic or thresholds where specific queue positions (e.g., 2nd, 3rd, 5th) trigger…
6 votes -
The call should not go through if the user mistakenly dials a number in the DNC list in RingCX.
The call should not go through if the user mistakenly dials a number in the DNC list in RingCX.
9 votes -
RingCX Voice Queue Priority and Agent Rank
Have RingCX Voice Queue Priority and Agent Rank work at the same time. RingCX Tier 3 mentioned "Pretty sure i'ts not going to work regardless of who is assigned to what queues. They can't use queue priority and agent rank together" this does not make any sense as queue priority and agent ranks have different purpose.
5 votes -
Ring all available user
Have a setting in a queue/skill to ring all available users
2 votes -
Ability to hear the disconnect message using integrated softphone if the user dials a disconnected number.
We request the creation of a Feature Request to explore options for aligning or offering configurable signaling behavior for RingCX outbound calls, including how the system handles calls to disconnected numbers. The goal is to more closely match the signaling behavior of standard RC outbound calls, enhancing consistency and reducing friction for customers utilizing both systems.
3 votes -
RingCX ability to send sms to ANI when an inbound call is abandon
RingCX to support a feature where it can track the status of an inbound call. This will allow the system to automatically send an SMS to the caller's number if their call is abandoned (i.e., they hang up before connecting to an agent).
This type of functionality is currently available in RingCentral Contact Center (RCCC) and is configured using its Studio tool.
2 votes
- Don't see your idea?