154 results found
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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 -
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 -
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 -
RCX Call State Track via workflow
RingCX is being developed 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 via Studio tool.
2 votes -
Same Number Callback Request Changes
Please add logic and verbiage for when a caller has a pending callback request and calls back into the RingCX voice queues from the same ANI. Today, the process does not detect when there is a pending callback request and offer the caller to resume their spot in line. The call is treated like a second contact, and can be misleading when the queue position is read back to the caller. A second callback is allowed to be scheduled, but is then discards the second callback request once the callback request is completed. Please add the following logic to the…
3 votes -
Reduce Callback Confirmation Pause Time
When a caller requests a callback, they can choose to receive the callback from the originating phone number, or choose to enter a new phone number. When the caller enters a new phone number, there is a long pause before the caller hears any type of confirmation of the number the callback will occur to. This can make callers believe something has gone wrong with the callback request process, causing them to hang up prematurely. This pause should be reduced in length, or better yet, set to be a configurable value.
3 votes -
Answer Call From Queue Agent is Not Enabled For
We would like the ability for agents to answer a call from a queue that the agent or supervisor is currently not enabled to receive calls from. We have two main use cases:
1) Support teams are organized by geographic region of the country. Support teams only have the voice queue enabled for the area of the country they serve (provide support for), but we let support teams view what is happening in other queues for call volume. If the team for Region A is receiving many calls leading to extended wait times, we'd like for agents on team that…
2 votes -
Agent rank
get Ring CX Agent Rank enabled at the Account level. Currently the platform offers two different ways for ranking agents:
First, you can rank agents across all queues to which they are assigned by selecting the agent rank on the General tab in the agent settings.
Second, you can rank the agents who are assigned to the same queue by setting rank for that queue on the Inbound access tab in the agent settings.
Both ways of ranking establish an absolute agent priority. Agents with a higher rank will always be prioritized for call distribution over agents with a lower…1 vote -
Schedule Operations (Proficiency Level Updates, Queue Assignments)
NICE CXOne has a Workforce Intelligence module that allows you to schedule various items including assigning or removing skills from an agent, setting agent proficiency levels, etc.
We would like this same functionality in RingCX. Use case:
We have queues set up for different geographical locations of the country. A small group of agents are assigned to each geographic queue. At the start and end of the business day, call volume into certain geographic queues drops off sharply, but we still need agent staffing in all queues. We then reassign agents, so they are part of all queues. Example: there…3 votes -
Set Default or Store Business Hour Override Settings
If a queue event is defined for an action like send the call to voicemail, and the destination is an email address, that value or information should be able to be referenced when creating a business hour override.
Use case: We have a queue event set with a DTMF tone to route the caller to voicemail. That queue event sends an email to a specific address. If we create a business hour override on that queue to close the queue, we typically send the queue to the same voicemail & email address as defined in the queue event. Today, this…
3 votes -
Include Audio File Attachments on RingCX Voicemail Notifications
Instead of the weblinks attached to access voicemail messages from RingCX, we'd like to attach the exact audio file to the email notification.
3 votes -
Ability to upload multiple audio files, or add a feature that informs the caller of the number they should expect the callback from.
RingCX Callback feature_ Enable the ability to upload multiple audio files, or add a feature that informs the caller of the number they should expect the callback from.
6 votes -
System-wide Phone Book
Include a system-wide phone book. Having a Phone Book per Agent Queue is good, but when I have to add the same Phone Book entry to multiple Agent Queues, it creates unnecessary work.
4 votes -
If no agent is available, do this condition
An condition that says "If no agents are available in the queue, do this". There is an option that says "if no agents are logged in, do this", but we need an "if there is no agents available, do this"
7 votes -
RingCX IVR option for Pre-Call Data Collection for Auto-Fill to Agent
A customer has requested the ability to configure a pre-call workflow that prompts callers to input key details such as:
Name
Address
Phone number
Email
Product type
Issue description
The goal is to collect this information before the call is connected to a representative, so that it can automatically populate the agent’s interface. This would reduce call handling time, improve agent preparedness, and enhance the overall customer experience.
Business Value:
Reduces time spent on data collection during live calls
Increases first-contact resolution likelihood
Improves accuracy and consistency of captured customer information
Enhances agent efficiency and customer satisfaction
Suggested Implementation:
Interactive…
3 votes -
Feature Request – RingCX Queue Templates for General Settings and Queue Events
Hi Team,
I'd like to request the following enhancements for RingCX to improve administrative efficiency and scalability when managing multiple queues:
General Settings Template for RingCX Queues
A centralized template that allows admins to apply or update all general settings across multiple queues at once. This will help reduce manual configuration and ensure consistency across environments.Queue Events Template for RingCX Queues
A similar template feature under Queue Events, enabling bulk updates or standardization of event settings (e.g., pre-queue, in-queue, post-queue behaviors) across selected queues.These enhancements would significantly streamline queue management, reduce errors, and improve administrative workflows, especially in…
5 votes
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