1659 results found

1. Retrieval Option for Deleted RingCX Call Recordings

   Implement a recovery option in RingCX to allow administrators to restore recently deleted call recordings.
   Implementing a recovery option for deleted recordings will directly improve the platform's data retention security and increase customer trust. By empowering Administrators with self-service recovery tools, we can enhance the overall user experience while maintaining strict access controls and compliance standards.

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2. Feature Request: RingCX | API for Microsoft Company Directory Integration

   Description

   • Requesting the ability to integrate their Microsoft Company Address Book (Azure AD / Microsoft 365 Directory) with RingCX.

   They would like RingCX to consume directory data via API so agents can access corporate contacts directly within the platform.

   Requested Capability

   • API-based integration between RingCX and Microsoft Company Directory

   • Sync or query users and contacts from Microsoft 365 / Azure AD

   • Make company directory contacts searchable and usable within RingCX (e.g., dialing, identification)

   Business Value / Use Case

   • Improves agent efficiency by eliminating the need to manually maintain contacts

   • Ensures a single source of truth for corporate directory data

   • Reduces operational overhead and data inconsistency

   • Enhances enterprise adoption for Microsoft-centric environments

   Current Limitation
   • RingCX does not currently provide a native API or connector to integrate with Microsoft Company Directory.

   Description

   • Requesting the ability to integrate their Microsoft Company Address Book (Azure AD / Microsoft 365 Directory) with RingCX.

   They would like RingCX to consume directory data via API so agents can access corporate contacts directly within the platform.

   Requested Capability

   • API-based integration between RingCX and Microsoft Company Directory

   • Sync or query users and contacts from Microsoft 365 / Azure AD

   • Make company directory contacts searchable and usable within RingCX (e.g., dialing, identification)

   Business Value / Use Case

   • Improves agent efficiency by eliminating the need to manually maintain contacts

   • Ensures a single source of… more

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3. SMS blast and automated SMS in RingCX

   It would be great if we have options in RingCX SMS that allows customers to send blast SMS and automated SMS which is now available on other SMS platforms.

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4. RingCX Feature Request: Historical HAR and Console Log Capture for Intermittent Issue Troubleshooting

   Summary

   • Enhance the diagnostic tooling to allow capture and retrieval of historical browser logs, including HAR (HTTP Archive) and browser console logs, to help investigate intermittent issues that cannot be reproduced on demand.

   Problem Statement

   • Currently, our troubleshooting tools primarily capture agent logs in real time. However, they do not include browser-level diagnostic data, such as:

   1. HAR (network request logs)

   2. Browser console logs

   • When customers report intermittent issues, the following challenges arise:

   1. The issue occurs randomly and cannot be predicted.

   2. HAR and console logs must be manually enabled before the issue occurs.

   3. In many cases, the issue has already happened before logging was enabled, leaving no diagnostic data.

   4. Analytics historical reports have a delay of approximately 1–2 hours, which prevents immediate correlation with the issue.

   As a result, support teams must rely on customers or agents to attempt reproducing the issue again while recording logs, which is often difficult or impossible.

   Proposed Solution

   • Introduce a diagnostic logging enhancement that enables capturing and storing historical browser logs for troubleshooting.

   Key capabilities may include:

   1. Background Diagnostic Logging

   Allow agents or customers to enable a temporary background logging mode that captures:

   • Network activity (HAR logs)

   • Browser console logs

   • JavaScript errors

   This logging can run for a limited period or until manually disabled.

   1. Historical Log Retrieval

   Provide the ability to export captured logs after an issue occurs, even if the problem was not anticipated.

   Logs may include:

   • Network requests and responses

   • Console errors and warnings

   • Timestamped events

   1. Optional Event-Based Capture

   To reduce data volume, logging could be triggered when certain events occur, such as:

   • Failed API requests

   • JavaScript exceptions

   • Page load failures

   • Network timeouts

   Expected Benefits

   • Improves root cause analysis for intermittent issues

   • Reduces dependency on real-time reproduction

   • Provides browser-level diagnostics alongside agent logs

   • Helps compensate for the 1–2 hour delay in analytics reporting

   • Shortens issue investigation and resolution time

   Suggested Priority

   • Medium–High

   This enhancement would significantly improve the support team’s ability to investigate unpredictable or intermittent customer issues.

   Summary

   • Enhance the diagnostic tooling to allow capture and retrieval of historical browser logs, including HAR (HTTP Archive) and browser console logs, to help investigate intermittent issues that cannot be reproduced on demand.

   Problem Statement

   • Currently, our troubleshooting tools primarily capture agent logs in real time. However, they do not include browser-level diagnostic data, such as:

   1. HAR (network request logs)

   2. Browser console logs

   • When customers report intermittent issues, the following challenges arise:

   1. The issue occurs randomly and cannot be predicted.

   2. HAR and console logs must be manually enabled before the issue occurs.

   3. In many cases, the issue… more

   6 votes

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5. Sender email change

   Issue Summary:
   Individual sender alias for outbound RingCX emails.

   Environment and Scope
   RingCX Digital Channels (Email Queue), RingEX Profile Synchronization.

   Findings
   The platform currently maps the email sender name either to the global Email Channel settings (which applies to all agents in the queue) or syncs directly from the primary RingEX user profile. There is currently no native functionality in RingCX to configure individual, queue-specific digital aliases that differ from the RingEX directory profile.

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6. Automated or bulk download capability for RingCX transcripts.

   Automated or bulk download capability for RingCX transcripts.
   The customer is requesting a bulk export feature for RingCX call transcripts.

   4 votes

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7. Unified access across rest of world, and India specific tenant

   We are a client who has a India facing tenant, and a rest of world tenant. We have supervisors who supervise agents across both tenants. There is no easy way to view agent status , manage agents, or reporting in a single pane of glass across both tenants.

   This is something that our team needs to allow our supervisors to effectively manage their teams.

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8. Feature Enhancement Request: Customer-Controlled Azure Text-to-Speech (TTS) Voice Selection via SSML in RingCX Workflows

   Feature Enhancement Request: Customer-Controlled Azure Text-to-Speech (TTS) Voice Selection via SSML in RingCX Workflows

   Title:
   Enable SSML Support and Customer-Controlled Azure Text-to-Speech Voice Selection for IVR Workflows

   Product:
   RingCX Workflow / IVR Text-to-Speech (Azure TTS)

   Business Justification:
   Following the migration from Poly TTS to Azure Text-to-Speech, customers have lost the ability to control which voice is used for IVR prompts. The platform currently assigns a default Azure voice with no option for customers to select a preferred voice or configure speech characteristics.

   This has resulted in:

   • Unexpected voice changes without prior customer notification.
   • Customer dissatisfaction due to inconsistent IVR branding and user experience.
   • Reduced flexibility for multilingual deployments and accessibility requirements.
   • Lack of documentation explaining the change, supported voices, and current platform limitations.

   Several enterprise customers have requested the ability to choose Azure voices directly, particularly through Speech Synthesis Markup Language (SSML), allowing customization of voice, language, speaking style, pronunciation, and other speech attributes.

   Current Limitation
   • Workflow Text-to-Speech uses a fixed Azure voice.
   • Customers cannot specify:

   Azure voice name
   Language or locale
   Neural voice
   Speaking style
   Prosody (rate, pitch, volume)
   • No SSML input is supported.
   • No fallback or notification mechanism exists when the Azure TTS backend experiences failures.
   • Documentation does not clearly describe supported voices or service limitations.

   Requested Enhancement

   • Implement SSML support within the Workflow Text-to-Speech function to allow customers to fully leverage Azure Speech capabilities while maintaining compatibility with the existing Azure backend.

   The enhancement should allow customers to:

   1. Enter SSML directly within the TTS node.
   2. Select supported Azure voices.
   3. Configure: • Voice • Language • Speaking style • Rate • Pitch • Volume • Pronunciation
   4. Support multilingual voice selection where available.
   5. Validate SSML before execution.
   6. Maintain backward compatibility for customers who continue using plain text.

   Additional Requested Improvements

   1. Supported Voice Documentation

   Provide documentation that includes:
   • List of supported Azure voices
   • Supported locales
   • Neural voice availability
   • SSML examples
   • Feature limitations
   • Usage guidelines
   2. Advanced Voice Clarification

   Clarify whether premium Azure/OpenAI voices (for example, Nova Multilingual Neural HD) will be supported and whether their usage incurs additional licensing or operational costs.

   1. Backend Monitoring and Failure Handling

   Improve resiliency of the TTS service by providing:

   • Detection of Azure TTS service failures.
   • Workflow error handling when synthesis fails.
   • Optional fallback logic.
   • Monitoring and alerting for backend outages.
   • Customer-facing notifications for service-impacting events.

   1. Customer Change Communication

   Establish a standardized process for notifying customers whenever backend speech engines or default voices change to avoid unexpected IVR behavior and preserve customer experience.

   Expected Benefits
   • Restores customer control over IVR voice experience.
   • Enables richer, more natural speech using Azure SSML.
   • Improves multilingual support.
   • Reduces customer complaints following backend changes.
   • Improves documentation and product transparency.
   • Enhances reliability through better monitoring and failure handling.
   Aligns RingCX with Azure Speech capabilities and customer expectations.
   Priority

   High

   This enhancement addresses a customer-facing functionality gap introduced during the migration from Poly TTS to Azure TTS and impacts IVR branding, accessibility, multilingual deployments, and overall customer experience.

   Customer Impact
   • Customers currently cannot customize Azure voices.
   • Existing IVRs may sound different after backend changes without customer awareness.
   • Organizations relying on branded voice experiences cannot maintain consistency.
   • Lack of failure visibility can result in silent IVR issues during Azure TTS outages.

   Proposed Next Steps
   • Design and implement SSML support within the Workflow TTS node.
   • Confirm the list of Azure/OpenAI voices that will be supported.
   • Determine any licensing or pricing implications for premium voices.
   • Publish comprehensive product documentation.
   • Implement monitoring, fallback handling, and customer notification mechanisms.
   • Communicate the implementation timeline to affected customers.

   This enhancement was discussed jointly with Engineering and Support, with agreement to pursue SSML support as the long-term solution for restoring customer control over Azure Text-to-Speech voice selection.

   Feature Enhancement Request: Customer-Controlled Azure Text-to-Speech (TTS) Voice Selection via SSML in RingCX Workflows

   Title:
   Enable SSML Support and Customer-Controlled Azure Text-to-Speech Voice Selection for IVR Workflows

   Product:
   RingCX Workflow / IVR Text-to-Speech (Azure TTS)

   Business Justification:
   Following the migration from Poly TTS to Azure Text-to-Speech, customers have lost the ability to control which voice is used for IVR prompts. The platform currently assigns a default Azure voice with no option for customers to select a preferred voice or configure speech characteristics.

   This has resulted in:

   • Unexpected voice changes without prior customer notification.
   • Customer dissatisfaction due to inconsistent… more

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9. Realtime reporting to report on Categories

   Placeholder to provide more details...

   2 votes

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10. Add API and Reporting Indicator for Carrier-Masked / Altered Caller IDs

    Introduce a metadata field, flag, or indicator within the API response payload (e.g., Call Log API, RingCX API) and exported Analytics reports that identifies if a Caller ID/ANI is:

    The original caller phone number provided by the originating carrier, OR

    A suspected masked/replaced number applied during the telecom routing process (based on known SIP header metadata or gateway routing patterns).

    2 votes

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11. RCX | Increase data download

    have the ability to increase the data download in RingCX analytics from 80,000 to higher.

    5 votes

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12. 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.

    19 votes

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13. RingCX Feature Request: Native Integration for RingEX Call Queue Transfers

    When an agent is using the RingCX application, they have the ability to transfer calls to RingEX users and see their extensions in the corporate directory. However, there is no native integration that allows RingCX agents to transfer calls directly to RingEX call queues. The customer is currently using a workaround where they manually upload the DIDs of the RingEX call queues into the RingCX phone book, which allows for transfers as if it were an external contact. This is a time-consuming and inefficient process that requires manual maintenance whenever a call queue is changed or added. The customer would like a feature that automatically integrates RingEX call queues into the RingCX directory, providing a seamless and automated way to transfer calls. This is a feature request, not a Salesforce adapter issue.

    When an agent is using the RingCX application, they have the ability to transfer calls to RingEX users and see their extensions in the corporate directory. However, there is no native integration that allows RingCX agents to transfer calls directly to RingEX call queues. The customer is currently using a workaround where they manually upload the DIDs of the RingEX call queues into the RingCX phone book, which allows for transfers as if it were an external contact. This is a time-consuming and inefficient process that requires manual maintenance whenever a call queue is changed or added. The customer would… more

    20 votes

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14. Enable Automated Disposition Email Generation for Manual Outbound Calls

    RingCX currently supports automated email generation for inbound calls based on the disposition selected by the agent, through custom workflow. This feature has already been designed, presented, demo’d, and validated for inbound workflows.

    However, during UAT, customers requested that this same functionality be extended to manual outbound calls, which is not currently supported.

    Current Limitation:
    Automated disposition-triggered emails only work for inbound calls
    Manual outbound calls do not generate emails, even when dispositions are applied
    Agents must perform follow-up communications manually, leading to inconsistent workflows between inbound and outbound calls

    Requested Enhancement
    Enable automated email generation for manual outbound calls, using the same logic that exists for inbound calls.
    The system should automatically generate an email with the following fields:

    Subject: Disposition name selected by the agent
    Recipient: Email address pulled from the client database
    Email Body:

    First Name
    Last Name
    Caller’s phone number
    AI-generated call summary
    Any additional data stored in the database
    Feedback (if available)

    RingCX currently supports automated email generation for inbound calls based on the disposition selected by the agent, through custom workflow. This feature has already been designed, presented, demo’d, and validated for inbound workflows.

    However, during UAT, customers requested that this same functionality be extended to manual outbound calls, which is not currently supported.

    Current Limitation:
    Automated disposition-triggered emails only work for inbound calls
    Manual outbound calls do not generate emails, even when dispositions are applied
    Agents must perform follow-up communications manually, leading to inconsistent workflows between inbound and outbound calls

    Requested Enhancement
    Enable automated email generation for manual outbound calls,… more

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15. Create a way to automatically pull data from a CRM like Zoho or Salesforce or vTiger to be able to automate loading of calling lists in RCX

    As an administrator, I need a way for RingCX to automatically ingest data for outbound dialing.

    I have a CRM (Zoho or Salesforce or vTiger) where I have calling lists and data.

    Currenly I have to extract the data manually and then manually upload the list into RingCX.

    Please create a way we can do a bi-directional synch nativly in RingCX to the big six CRMs so that we can simply 'push' data from our CRM to RingCX, it would then load this into the diallers and campaigns.

    Once the call completes, then it should batch the results and push back to the CRM.

    This is a feature gap compared to RCCC.

    As an administrator, I need a way for RingCX to automatically ingest data for outbound dialing.

    I have a CRM (Zoho or Salesforce or vTiger) where I have calling lists and data.

    Currenly I have to extract the data manually and then manually upload the list into RingCX.

    Please create a way we can do a bi-directional synch nativly in RingCX to the big six CRMs so that we can simply 'push' data from our CRM to RingCX, it would then load this into the diallers and campaigns.

    Once the call completes, then it should batch the results and push… more

    1 vote

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16. Reporting Enhancement Request – Identification of Manually Rejected Inbound Calls

    I would like to request a reporting enhancement to identify instances where an agent has manually rejected an inbound call.
    The existing RNA (Ring No Answer) report provides visibility of calls that were not answered; however, it does not differentiate between calls that timed out and calls that were deliberately rejected by an agent. Having access to this information would improve call handling analysis, provide greater transparency, and support agent accountability.
    RNA calls recorded in less than 30 seconds cannot automatically be assumed to be caller-abandoned calls. The RNA metric includes both missed calls and calls that have been actively rejected by an agent. As current reporting does not distinguish between these outcomes, it is not possible to determine whether an agent manually rejected the call or simply did not answer before the call ended.
    As a result, call duration alone is not a reliable indicator of what occurred and cannot be used to accurately identify rejected inbound calls. This limits our ability to investigate specific incidents and accurately assess call-handling behaviour.
    To provide meaningful operational insight and support effective management reporting, a reporting capability that clearly distinguishes between missed calls and manually rejected inbound calls would be required.
    Business Benefit:
    • Improved accuracy of call-handling reporting.
    • Ability to identify and investigate manually rejected calls.
    • Enhanced agent accountability and coaching opportunities.
    • More reliable analysis of inbound call performance and customer experience.

    I would like to request a reporting enhancement to identify instances where an agent has manually rejected an inbound call.
    The existing RNA (Ring No Answer) report provides visibility of calls that were not answered; however, it does not differentiate between calls that timed out and calls that were deliberately rejected by an agent. Having access to this information would improve call handling analysis, provide greater transparency, and support agent accountability.
    RNA calls recorded in less than 30 seconds cannot automatically be assumed to be caller-abandoned calls. The RNA metric includes both missed calls and calls that have been actively… more

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17. Callback Flow Improvement

    There should be a way in RingCX to enhance the callback experience by allowing callback requests to be honored immediately after the caller’s initial input, without requiring a second confirmation—even if the caller disconnects early.

    Current Behavior
    1) Callers press “1” to request a callback.
    2) A second confirmation (“press 1 again”) is required before the callback is officially queued.
    3) If the caller disconnects before completing the second confirmation or before system disconnect, the interaction is marked as “Inbound ACD Callback Incomplete.”
    4) No callback is generated, even if the caller already indicated intent.

    Problem Statement
    • The two-step confirmation is not intuitive for callers.
    • Callers often assume their request is complete after the first input and hang up.
    • This leads to failed callback requests and a poor customer experience.

    Enhancements
    1) Introduce logic and/or configuration that:
    • Queues the callback immediately after the first “press 1” input.
    • Does not require a second confirmation if the caller disconnects after the first input.
    • Treats the first confirmation as sufficient intent to proceed with the callback.

    2) Introduce improved reporting for callback flows where the caller disconnects before queue confirmation. Specifically:
    • Add a new disposition or category (e.g., “Callback Requested – Caller Disconnected Before Queue”)
    • Provide a custom report option to identify these interactions separately from true incomplete callbacks

    There should be a way in RingCX to enhance the callback experience by allowing callback requests to be honored immediately after the caller’s initial input, without requiring a second confirmation—even if the caller disconnects early.

    Current Behavior
    1) Callers press “1” to request a callback.
    2) A second confirmation (“press 1 again”) is required before the callback is officially queued.
    3) If the caller disconnects before completing the second confirmation or before system disconnect, the interaction is marked as “Inbound ACD Callback Incomplete.”
    4) No callback is generated, even if the caller already indicated intent.

    Problem Statement
    • The two-step… more

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18. Expose API data when a call is connected

    We recently ran into an issue where a configured Start Recording node in an Agent Script was triggering before the ADD SESSION event. This caused the recording event to fail, and the call would not be recorded. We solved this by adding a half second forced wait in the agent script. It would be beneficial to expose this information in Audit Logs or similar when the call connects, so that if this were to happen again it would be easily diagnosable.

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    New  ·  1 comment  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
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19. Feature Request : Simplify and Clarify De-dupe List Options

    Current Behavior / Issue:

    The current De-dupe List options use technical wording that can be confusing for administrators, especially when trying to understand which duplicate lead will be kept or removed.

    The current options are:

    Yes, Remove duplicates found in this list
    Yes, Remove duplicates found in existing lists
    No, Retain duplicates

    The difference between the first and second options is not immediately clear. An administrator may need to read the detailed description or test the behavior to understand whether the existing lead or the newly uploaded lead will be retained.

    Requested Enhancement:

    Simplify the option names and provide a short, easy-to-understand description directly in the UI.

    Suggested wording:

    1. Keep Existing Lead

    If the phone number already exists, don't upload the duplicate from this list.

    1. Keep New Lead

    If the phone number already exists, remove the existing lead and keep the new one.

    1. Keep Both Leads

    Keep the duplicate lead even if the phone number already exists.

    An additional example or tooltip would also be helpful:

    Example: Phone number 555-1001 already exists in the campaign. You are uploading another lead with 555-1001.

    Keep Existing Lead: Keep the original lead.
    Keep New Lead: Replace the original lead with the new lead.
    Keep Both Leads: Keep both leads.

    Expected Benefit:

    This change would make the de-duplication behavior easier to understand without requiring administrators to interpret technical descriptions or consult documentation. It would also reduce the possibility of selecting the wrong option when uploading lead lists.

    Additional Recommendation:

    Since de-duplication is based only on the phone number, the UI should explicitly state this in simple language:

    Duplicates are identified by phone number only.

    Current Behavior / Issue:

    The current De-dupe List options use technical wording that can be confusing for administrators, especially when trying to understand which duplicate lead will be kept or removed.

    The current options are:

    Yes, Remove duplicates found in this list
    Yes, Remove duplicates found in existing lists
    No, Retain duplicates

    The difference between the first and second options is not immediately clear. An administrator may need to read the detailed description or test the behavior to understand whether the existing lead or the newly uploaded lead will be retained.

    Requested Enhancement:

    Simplify the option names and provide a… more

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20. Allow Voice Broadcast System Disposition of "VOICEMAIL-LEFT" to NOT Be Marked COMPLETE

    Allow Voice Broadcast System Disposition of "VOICEMAIL-LEFT" to NOT Be Marked COMPLETE .

    A pass action configuration needs to be available to allow Voice Broadcast System Disposition of "VOICEMAIL-LEFT" to NOT Be Marked COMPLETE as these leads should be able to be re-dialed at the specified pass interval up to the max pass limit set for the campaign.

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    New  ·  0 comments  ·  Automated outbound dialing, campaign & lead mngmt  ·  Edit…  ·  Delete…  ·  Admin →
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