1219 results found
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Feature Request: Conditional Caller ID Enforcement for Warm Transfers and Consultations Across RingCX and RingEX
*Summary
Introduce a platform-level capability to enforce conditional Caller ID behavior for internal calls during warm transfers and consultations, ensuring consistent Caller ID presentation across RingCX and RingEX environments.
*Problem Statement
During warm transfers or consult calls—whether between RingCX agents or from RingCX to RingEX users—Caller ID presentation may vary and display RingEX Born Super Admin name, queue numbers, site numbers, or system-generated identifiers. This inconsistency creates confusion during internal collaboration. However, once a call is fully transferred or taken over, the receiving party must see the original customer identity to preserve service continuity.
*Proposed Capability
Implement call-state–aware Caller ID…
2 votes -
UC and RCX call recording report
Currently, when calls are made in RingEX using a RingCX-provisioned number as the caller ID, the call appears in the Interaction Details report in RingCX. However, since the call is initiated from the UC side, the corresponding recording isn’t visible within RingCX.
The customer is requesting the ability to include these UC-originated calls — along with their recordings — in RingCX reporting for better visibility and tracking.
3 votes -
Enhanced Case Logging Experience with Rich Text Formatting and Multi-Party Communication
Requested Enhancements:
Rich Text / Formatting Support
Allow basic formatting in case descriptions and replies, including:
Bullet points and numbered lists
Paragraph spacing
Bold / italics / headings
Inline code or monospaced text (where relevant)This would significantly improve clarity when describing technical issues, test results, timelines, or step-by-step findings.
Ability to Add External or Internal Parties to the Case Thread
Enable customers to:
Add additional participants (e.g. colleagues, partners, or vendors) to the case communication thread
CC or notify relevant stakeholders without forwarding emails manually
Maintain a single, auditable communication trail within the case
Improved Communication Chain Visibility
Ensure…2 votes -
Sending fax messages in RingCX
Customer would like to add the fax feature in RingCX.
14 votes -
30 and 60 Minute Lunch States
Currently, there is only 1 option for lunch durations. We need to have multiple options available. For instance, some agents take 60 minute lunches and some take 30 minute lunches. Admin options only allow for one or the other.
9 votes -
Change the Pre-chat form title heading from H1 to a regular span, or a lower heading level such as H3 or H4
SEO (Search Engine Optimization) It's the practice of improving a website or online content so that it ranks higher in search engine results pages (SERPs), especially on Google. The goal is to increase organic (non-paid) traffic to a website.
The client's website has embedded RingCX Pre-chat forms for Chat Channels. Currently, the website contains two H1 tags, one of which is used for the "Chat with us" section (RingCX Pre-chat form title, which has been modified to a different name but remains associated with an H1 tag). This presents an SEO issue because having multiple H1 tags can confuse search…
9 votes -
MMS
Enable RingCX users to send or receive MMS messages directly within the platform.
2 votes -
Chats with no customer activity being routed to agents – Ideally, these should be reopened and returned to the queue instead of being direct
Currently, chats with no customer activity are being directly routed and assigned to agents. Ideally, these chats should be automatically reopened and returned to the general queue instead of being assigned to individual agents. This change would help ensure that agents are only assigned active or relevant chats, improving efficiency and customer experience.
Additionally, if chats closed by customers and then routed to agents is the expected behavior, this request aims to provide an alternative flow for organizations preferring a different process.
We recommend considering this feature for future updates to offer more flexible chat routing options.
4 votesNot clear. Define "no customer" activity
For the part about if chats are closed by customers, assuming that we're talking about Live Chat: if customer abandons chat, but leaves email or phonenumber, should this not reach an agent?
Are you proposing to remove abandoned chats from the queue?
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"Accept" and "Accept and Go" do the same thing when no active Interaction
In Ring CX, the "Accept" and "Accept and Go" buttons function the same when the Agent has no interaction currently in My Messages. However, this is contrary to the user expected behaviour. The user clicks the button "Accept" when they want to only accept the Interaction when it is offered to them, rather than accepting the Interaction and being take to it. However, when you click the "Accept" button and you have no current Interaction in My Message, the system will both accept the message and take you to the message.
I purpose to amend the design to fall within…
5 votes -
RingCX Report showing Agent Rank in Certain queues
• In RingCX Analytics, there should be a report that would show an agent's rank in certain queues
• This would allow Admin to better manage their users and allow them to see the data they need at a glance
• This would also save time by just downloading one report and admins wouldn't have to go to each voice queues checking the agent rank5 votes -
allow ordering of audio files in single play audio
When selecting more than 1 files in "Single Play Audio" add the ability to specify an order in which the files will play.
Currently, the only option (as I learned via trial and error) is alphanumerical order, so I had to name the files 00firstaudiofile, 01secondaudiofile, 02thirdaudio_file, etc.
This should be a drag-and-drop ordering UI.
2 votes -
Allow users to speak their name into every callback
Please set up callbacks that prompt users to state their name during the recording, so agents can know who they’ll be speaking with before making the call
8 votes -
Emergency activation for individual locations rather than entire contact centre
To be able to turn on the emergency function for certain areas of the contact centre rather than the entirety of the CC. So if there are multiple locations and an issue occurred in only one of them, that single location can have the emergency status activated but the other locations can operate as normal rather than it all being turned on for all locations stopping calls going into agents that can accept calls
2 votes -
I would like my CX agents to be able to see how much time they have logged in each state through the daay
I would like my CX agents to be able to see how much time they have logged in each state through the day. Letting them see how much time they are in available, aftercall, break, lunch, project would be a way for them to self manage their time.
5 votes -
automatically detect RoboCalls
Make a way to automatically block Robocalls from different numbers without manually adding them to the Blocked ANI List
5 votes -
Able to search leads globally and not just in the campaigns under the dial group im working
At the moment, agents can search leads without issue.
However, if they need to search leads that is uploaded in a different campaign and dial group the agent is not assigned into. They cannot do that.
It would be better if we have a feature that can allow agents to search leads globally so that they have idea if this customer will be called by other agent.
8 votes -
Have Answered Interactions per Agent have a per-hour report
Have an option for Answered Interactions per Agent or any other report, have a per-hour (per-day) option. This gives a clear view of how calls are trending and how productive agents are in handling calls.
3 votes -
RCX | Call recording Controls for Supervisor
Allow the ability to control the call recording of the supervisor when they barge in, Monitor, and take over the call regardless of the call recording settings of the Voice Queue.
Currently when the supervisor takes over the call the call recording stops if the Voice Queue call recording settings is set to Do Not Record On transfer.
4 votes -
ability to view where the audio file is being used in ringcx
Customer would like a feature where they could easily know where the audio file is being used if they have multiple workflow and voice queue
2 votes -
RingCX -- Integration with MVP / RingEX Improvements (Single Pane of Glass)
This initiative is being worked on and is called Single Pane of Glass
The biggest point of need is they need to operate under the same pane of glass. Either the RingEx client or in a web browser. You should not have to open two separate windows to handle RingCX and MVP conversations, calls, etc.
The status between MVP and RingCX needs to sync. If you are on a call on either side, the other side needs to know about this. If you set yourself away or DnD, likewise.
You cannot see MVP queues in the Corporate Directory when transferring…
111 votes
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