1659 results found
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Direct activation
Add direct activation on user's page in ring central admin, it would be helpful to have an activation button in the admin portal in the part of the users' details page, some users don't have time or know how to activate account and if we can do it for them directly either from urgency or user not having knowhow would speed up activation process. (this is apart when 1st setting up user, this is after invitation period has expired)
1 vote -
Channel-Specific Agent Presence / Status Controls
Currently, setting an agent’s status to Away in RingCX suppresses all inbound interactions across all channels (Voice, SMS, Chat, Email). We request the ability to configure channel-specific availability or status toggles at the agent level (for example: Available for SMS/Digital, Away for Voice).
Business Impact & Use Case:
Testing & Onboarding: Teams testing new digital channels (like SMS) need agents to receive inbound test messages without taking live inbound phone calls.
Operational Flexibility: In day-to-day operations, supervisors often need agents to focus on asynchronous channels (SMS, Email, Chat) without being interrupted by real-time voice calls, without having to completely remove…
1 vote -
inbound CNAM
For incoming calls into CX, can it automatically pull the CNAM and put it as the Caller Name when the call pops?
2 votes -
1 vote
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Chat feature closes its self after telling a user that we are closed
Add the ability for chat boxes to close themselves, for example after a user messages the chat outside of normal hours they can get a message saying "We are current closed, please reach out during our normal business hours of 8am-5pm" and after a few seconds the chat box closes its self.
1 vote -
Increase RingCX Upload Limit Beyond 500 entries
Increase RingCX Upload Limit Beyond 500 entries
Request:
Increase the maximum upload capacity from the current limit of 500 entries to support more than 500 records in a single upload.Business Impact:
The current limitation requires users to split large datasets into multiple files, which increases administrative effort and processing time. Supporting larger uploads would improve efficiency, reduce manual work, and enhance the overall user experience for organizations managing high-volume data imports.Expected Outcome:
Allow administrators and users to upload datasets exceeding 500 entries in a single operation, or provide a configurable upload limit that can accommodate larger volumes.1 vote -
Ability to control playback speed for variable audio that is captured in a workflow
Need the ability to control playback speed for variable input audio that is captured in a workflow, e.g. credit card number. We want to make the playback slower so that the caller can clearly understand the number.
1 vote -
RingCX Digital Queue Agent Priority setting
Currently, RingCX supports agent priority ranking for voice skills, allowing administrators to route interactions to the most qualified agent first, with automatic fallback to other available agents. This same capability does not exist for digital skills.
We are requesting the ability to assign priority rankings to agents within digital skills, enabling digital interactions to route to the highest-ranked available agent before cascading to others. This would support proficiency-based routing, improve efficiency, and provide consistency across voice and digital channel configuration.
8 votes -
Add SharePoint Sites as a Knowledge Base Source for RingCentral AI
Please add support for Microsoft SharePoint sites as a source for the RingCentral AI knowledge base.
Currently, the knowledge base can be built using Google Drive or manual uploads, but many organizations like ours store their internal documentation, policies, procedures, and support materials in SharePoint. Allowing SharePoint sites or document libraries to be connected directly would make it much easier to keep AI knowledge current and aligned with existing company content.
3 votes -
Option to Route Unanswered External Phone Connections to Next Available Agent
Option to Route Unanswered External Phone Connections to Next Available Agent
When a RingCX agent uses an external phone number for their voice connection, the system currently treats the handoff like a call forward. If the agent does not answer, the call falls to the external phone's ring settings, and RingCX marks it as answered. We need a configuration option for RingCX to pull the call back to the queue if it is not physically answered by the agent, allowing it to route to the next available agent rather than ending up in a personal external mailbox.
1 vote -
1 vote
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RingCX Conference Calling
RingCX Conference Calling
The customer would like to have conference calling functionality in the RingCX platform, enabling them to add more than two participants to a call.3 votes -
An alert for Staff to be notified when they have been in after call work for over 5 minutes
An alert for Staff to be notified on their own dashboard when they have been in after call work for over 5 minutes.
1 vote -
Feature parity for RingCX and mobile app
Currently the mobile RingCentral app does not include full RingCX functionality. We would request that the mobile experience mirrors the web/OS version of the RingCentral app.
This would allow us to move more functionality out of RingEX into RingCX which is a better fit for our use cases, but does not allow for users to be mobile (support/on call groups that have rotating users, but are not in front of a computer for a full shift).
1 vote -
Agent Ability to Delete Emails/Conversations
Currently, agents do not have the ability to delete emails or conversations emails from RingCX. In our environment, the email address associated with the platform is frequently copied on exchanges that are not relevant to agent activity or customer interactions. Historically, these messages could be removed by users to maintain a clean and relevant inbox.
The absence of a deletion capability can lead to unnecessary clutter, making it more difficult for agents to focus on actionable customer communications and increasing the time spent managing non-relevant interactions.
We would therefore like to request the addition of an agent-level email/conversation deletion feature,…
2 votes -
Call Waiting notification
If a user is in an outbound call with a customer and another call comes into their queue, an incoming call notification pop-up should appear, notifying them of the incoming call.
The agent should have the ability to put the first call on hold and then answer the second call.
9 votes -
Add Agent Capacity Profiles to manage concurrent async and real-time workloads
Description:
In the legacy Engage Digital platform, there was a valuable capability called Agent Capacity Profiles, allowing administrators to define how many asynchronous conversations (e.g. email, Apple Business Chat, WhatsApp, social messaging) an agent could handle simultaneously, while also reserving capacity for real-time channels such as webchat or voice.RingCX currently lacks an equivalent mechanism, making it difficult to manage agent workload across mixed interaction types.
Pain Point:
Without agent capacity control:Agents supporting both async and real-time channels can easily be over-allocated, leading to missed SLA targets or delayed responses.
Supervisors cannot reserve a portion of agent availability for…
7 votes -
Notification for agents when being on a call for too long
Configurable alert to the agent based on time in call.
We have an guideline for our agents of approximately how long they should be on a call, would be nice if a supervisor/admin could set an alert for an agent or groups of agents. So if an agent is on a call for X minutes, they get a pop-up alert on the screen, or ideally a separate pop-up window in case they've switched focus to another system, letting them know they should consider escalating the call to a higher level.
6 votes -
Consistent Full Call Recording Across Transferred Calls in RingCX
Summary of Issue
When a call is transferred from one agent to another, the call recordings are inconsistent. In many cases, only the first agent's recording segment is available, while in other cases only the second agent's segment is recorded. This makes it difficult to review the complete customer interaction from start to finish.
Current Behavior
Calls are transferred between agents.
Both agents are expected to have their portions of the interaction recorded.
Recording results are inconsistent:
Sometimes only the first agent's segment is recorded.
Sometimes only the second agent's segment is recorded.
The complete conversation is not always available…1 vote -
Improve Recording Availability and AI Controls in RingCX
Improve Recording Availability and AI Controls in RingCX
Summary of Request:
The current experience with call recordings in RingCX negatively impacts daily operations. Recordings are often not available immediately after a call ends, making it difficult for agents to review recent conversations while assisting customers. In some cases, recordings from calls completed 20 or more minutes earlier are still unavailable in ACE, causing delays and reducing productivity.Business Impact:
Agents cannot promptly review call details needed for follow-up actions.
Delays in recording availability affect workflow efficiency and customer service.
Users have limited visibility into when recordings will become available.
Reliance…1 vote
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