144 results found
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CNAM feature for Canada
We would like to use the CNAM feature for Canada outbound calls. Currently this is not an option.
109 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…
1 vote -
Custom Intercept Handling for Terminating Calls with No Message
Hi Team,
I’d like to submit a feature request regarding how RingCentral handles call signaling when a terminating carrier fails to return an intercept message.
Current Behavior:
When calls are placed to numbers that are unassigned, disconnected, or otherwise unreachable, and the terminating carrier does not return a proper intercept message (e.g., “This number is not in service”), RingCentral simply passes through the signaling it receives. This may result in endless ringing or silence, causing confusion for users.Requested Enhancement:
Implement a mechanism or fallback behavior to better handle cases where no intercept message is returned—such as:Playing a generic…
1 vote -
Multiple integration webservice endpoints per event for a queue
Currently for a voice queue in the integration section, you can only have one web service endpoint selected for an event like De-Queue Webservice, Agent Connect Webservice and Agent Termination Webservice. It would be nice to be able to send those events to two different environments - production and staging endpoints for testing.
1 vote -
RingCX Feature Request: Dynamic Call Routing Based on Queue Volume Percentage
Problem:
• Our current system lacks the ability to route calls based on a specific percentage of queue volume. This feature would be especially valuable during peak traffic periods, such as holidays, to ensure efficient call management. Without this functionality, we have to rely on workarounds, such as manually monitoring queue volumes and making adjustments on the fly.Current Behavior:
• RingCentral does not offer a native feature to route calls when the number of calls in a queue reaches a certain percentage or threshold.
Routing options are limited to static configurations based on time, IVR selections, or specific call…6 votes -
Queue Event Configuration – Audio File Duration and Playback Count
I would like to submit a suggestion to improve the Queue Event Configuration interface based on a recurring concern we encounter from customers.
At present, the system does not display two key pieces of information when configuring Global Audio for queue events:
The actual duration of the uploaded audio file, and
The number of times the audio will play, calculated automatically based on the Duration set for the event.
For example, if a customer uploads a 30-second audio file and sets the event duration to 90 seconds, the system should indicate that the audio will play 3 times during that…
2 votes -
"Agent Specific Callback" Disposition, be available for Voice Queue calls
Currently, the "Agent Specific Callback" disposition is only applicable for Outbound Dialer, but it would be beneficial if this will also be available in the Voice Queue Disposition.
In this way, the agent that receives the inbound phone call, and is required to call that customer back at certain time can use this disposition with the "Agent Specific Callback" so the system will automatically do it for the agent.
10 votes -
Display of phone numbers displayed during callbacks issued from queues
Expose end users to their support phone number (which they just called) during callbacks issued from queues instead of a phone number that is unknown to them and which they will therefore not pick up.
This way, callbacks issued at the end of the queue are more likely to be answered by end users.
1 vote -
Ability to flag and tag calls in real-time for review later
As a supervisor when monitoring a call the ability to tag the call for review. As an agent being able to flag a call for review later.
1 vote -
Bulk edit option for queue events
Ability to bulk edit queue events setting.
1 vote -
Outbound CallerID
Would like the customer to see the dispatcher's outbound caller id, based in the manual setting.
Currently: when driver on hold, still shows driver ID and not the manual setup that dispatch selected as their OBID, so call looks like spam to customer and they don't pick up.1 vote -
Feature Request – IVR Option in RingCX Broadcasting
Hi Team,
I'd like to submit a feature request regarding enhancements to the Broadcasting functionality in RingCX.
- DTMF/IVR Option After Recorded Message The customer would like the ability for contacts to interact with the system after a live answer broadcast. Specifically:
Once the recorded message plays (e.g., "If you want to speak with an agent, press 1, otherwise hang up"),
The system should allow the contact to press a DTMF key (e.g., 1) to be routed to an IVR or queue.
Upon reviewing the current Campaign > Sales > General Settings > Live Answer options, we confirmed that:
This functionality…
2 votes -
dial number
Have the ability to keep the main phone number but change the dial to number. Sometimes a customer wants us to call them on their cell phone but we need to keep the associated phone number with the account.
1 vote -
Hiding Call Queue Extensions in Company Directory CX
Currently today, we are able to hide a queues extension on the EX side but this does not translate over to CX. When searching for a contact, we see all of our queues extensions on the CX side. It would be so helpful if CX behaved like EX in this case where it follows the setting in EX to hide that information.
1 vote -
Apply no agents behavior if a caller is in a queue waiting and all agents sign out (end of day is best use case)
Apply no agents behavior if a caller is in a queue waiting and all agents sign out (end of day is best use case)
1 vote -
Request for Faster DID Delivery in RingCX
We'd like to request a setting within RingCX to significantly reduce the time it takes for a DID (Direct Inward Dialing) to be delivered to available agents. Currently, the delivery time is between 1-2 minutes, which is causing us to miss a substantial number of outbound lead dialing opportunities.
Optimally, we'd like to be able to configure this delivery time to 3 to 5 seconds. This improvement would allow our agents to dial out to leads much more quickly, dramatically increasing our lead conversion rates and overall operational efficiency.
1 vote -
Prioritized Internal Transferred Call Over External Calls When There Are Calls Waiting In Queue In RingCX
Customer wants to prioritize internal transferred calls over external calls when are there calls waiting in queue so that the calls from their internal agents can be answered immediately in RingCX platform.
2 votes -
Modify the callback feature so that when no agents are logged in, callback requests for that queue are also requeued, ensuring they follow t
Modify the callback feature so that when no agents are logged in, callback requests for that queue are also requeued, ensuring they follow the same behavior as live calls. This would provide a more intuitive and consistent experience for customers.
2 votes -
Have an option to have the first user receive the call while setting other members to Longest Idle
Add an option to have the same user receive the first call in the queue while setting other members to Longest Idle
2 votes -
Add disposition to to a call if an agent forgot to add one or change the disposition after the call concludes
Add disposition to to a call if an agent forgot to add one or change the disposition after the call concludes
- THe reason is sometimes agents forgot to put the disposition after the call
1 vote
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