1509 results found

1. Some extensions that are configured as hidden in RingEX are still appearing in the RingCX directory.

   Requested Enhancement:
   To streamline administration and improve consistency between RingEX and RingCX, we are requesting a more seamless synchronization of directory visibility settings. Ideally, extensions hidden in the RingEX corporate directory should automatically reflect the same visibility behavior in RingCX without requiring manual exclusion.

   Expected Behavior:
   We would like directory visibility settings to be consistent and synchronized between RingEX and RingCX. Ideally, if an extension is hidden in the RingEX corporate directory, it should automatically be hidden in RingCX as well, without requiring additional configuration.

   Workaround (Current Behavior):
   At present, administrators can manually exclude extensions in the RingCX Corporate Directory settings.

   Impact:
   - Inconsistent user experience between RingEX and RingCX
   - Potential confusion for users searching for extensions
   - Possible concerns around directory visibility control and privacy settings

   Use Case:
   Administrators may intentionally hide certain extensions from the corporate directory in RingEX. However, these same extensions are still visible in RingCX, which defeats the purpose of the visibility restriction and creates inconsistent behavior across platforms.

   Requested Enhancement:
   To streamline administration and improve consistency between RingEX and RingCX, we are requesting a more seamless synchronization of directory visibility settings. Ideally, extensions hidden in the RingEX corporate directory should automatically reflect the same visibility behavior in RingCX without requiring manual exclusion.

   Expected Behavior:
   We would like directory visibility settings to be consistent and synchronized between RingEX and RingCX. Ideally, if an extension is hidden in the RingEX corporate directory, it should automatically be hidden in RingCX as well, without requiring additional configuration.

   Workaround (Current Behavior):
   At present, administrators can manually exclude extensions in the RingCX Corporate Directory… more

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2. RCX | Whisper greeting

   Add an ability or a configuration to have like a whisper greeting for the agent in RingCX on which queue the call came from or the queue their callers chose.

   3 votes

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3. RCX | Allow 1 number to be used for both Voice queue and SMS channel

   Looking for the ability to just use the Same phone number for the voice queue and for the SMS channel. This is to avoid adding multiple numbers to an agent in EX.

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4. Call Park in RingCX

   Feature Request: Call Park for RingCX
   Summary:
   
   Enable Call Park functionality within RingCX to allow agents to place a call on hold in a shared "parking spot" and retrieve it from any other device or extension.

   Details:
   
   Currently, RingCX does not support call parking, which limits flexibility for teams handling calls across multiple devices or locations. Call Park is a critical feature in traditional PBX and UC systems, and its absence in RingCX creates workflow inefficiencies.

   Proposed Functionality:

   Agents can park an active call into a designated slot.

   The system generates a unique park number or code.

   Any agent or device within the RingCX environment can retrieve the parked call using that code.

   Optionally, parked calls can have configurable timeout rules (e.g., ring back to the original agent if not retrieved within X seconds).

   Related Project: 03890663 - Service Center Pro
   Related Case ticket: https://ideas.ringcentral.com/forums/966594-ringcx/suggestions/49329458-call-parking-in-ringcx

   Feature Request: Call Park for RingCX
   Summary:
   
   Enable Call Park functionality within RingCX to allow agents to place a call on hold in a shared "parking spot" and retrieve it from any other device or extension.

   Details:
   
   Currently, RingCX does not support call parking, which limits flexibility for teams handling calls across multiple devices or locations. Call Park is a critical feature in traditional PBX and UC systems, and its absence in RingCX creates workflow inefficiencies.

   Proposed Functionality:

   Agents can park an active call into a designated slot.

   The system generates a unique park number or code.

   Any agent or… more

   2 votes

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5. Enhancing Queue Event Management

   I would like to suggest several improvements to the way RingCX handles queue events. Currently, managing these is somewhat complicated. The following changes would bring the platform in line with industry standards and significantly simplify the user experience.

   1. Queue Event “Duration”
      Currently, having to manually set a "Duration" for queue events is not ideal, as the event time must precisely match the audio file length. Most competitor solutions play prompts from start to finish, with the duration automatically defined by the audio file itself. Removing the manual duration requirement would prevent prompts from being cut off or leaving awkward silences.

   2. Queue Event “Repetitions”
      There is currently no native option to set repetitions for queue events. Our current workaround is calculating the total duration multiplied by the desired number of repetitions is highly unreliable. Factors such as the variable delay in establishing voice legs often result in prompts being cut short. Ideally, we should be able to play a prompt and simply define the number of loops required if these need to play multiple times.

   3. “Position in Queue” and “Estimated Wait Time”
      Linked to the point above, these prompts currently only play once per queue event. If we need these to repeat (for example, every 2 minutes over an hour), we are forced to replicate the queue event 30 times. This quickly becomes unmanageable. Introducing a repetition or interval setting for these specific prompts would be a much more elegant and scalable solution.

   4. “Comfort Prompts” (Overlay Logic)
      Typically, other solutions handle comfort prompts as an "overlay" for Music on Hold (MOH). In this setup, MOH plays continuously, and comfort prompts are triggered at defined intervals or repetitions. The music automatically fades out so that the prompt is audible and fades back in once it finishes. While this is a "nice to have," it would vastly simplify how we manage music and audio assets today.

   I would like to suggest several improvements to the way RingCX handles queue events. Currently, managing these is somewhat complicated. The following changes would bring the platform in line with industry standards and significantly simplify the user experience.

   1. Queue Event “Duration”
      Currently, having to manually set a "Duration" for queue events is not ideal, as the event time must precisely match the audio file length. Most competitor solutions play prompts from start to finish, with the duration automatically defined by the audio file itself. Removing the manual duration requirement would prevent prompts from being cut off or leaving awkward silences.

   2. … more

   6 votes

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6. Add Callback Option to Workflow and No Agents Signed In Handling

   Request

   Please consider adding a callback option within the workflow configuration and within the “No agents signed in” handling options.

   Current Limitation

   At present, there is no available option to configure a callback action as part of the workflow. Additionally, when the “No agents signed in” scenario is triggered, there is also no option to offer or initiate a callback.

   Expected Enhancement

   Introduce callback functionality in both areas so that customers can request a callback when:

   A workflow requires an alternative contact option.
   No agents are available or signed in to handle the interaction.

   This would provide more flexibility in managing customer interactions, reduce missed opportunities, and improve the overall customer experience.

   Request

   Please consider adding a callback option within the workflow configuration and within the “No agents signed in” handling options.

   Current Limitation

   At present, there is no available option to configure a callback action as part of the workflow. Additionally, when the “No agents signed in” scenario is triggered, there is also no option to offer or initiate a callback.

   Expected Enhancement

   Introduce callback functionality in both areas so that customers can request a callback when:

   A workflow requires an alternative contact option.
   No agents are available or signed in to handle the interaction.

   This would provide more flexibility in… more

   1 vote

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7. All Messages Conversation Search Enhancement

   There should be a way the system understands the different ways a TN can be displayed/formatted and searched, but at present, it seems it needs to be exactly the same as the interaction shows in the history.

   Please see the screenshots.
   If a number is formatted in 3 different ways as it's used in RCX:
   (734) 279-2221
   17342792221
   734-279-2221

   When you search by these formats, you only get see the exact format the text is searched as, instead of all instances in which the number can be formatted as. This causes an issue as you search for a customer's info and/or if they have already spoken with us.

   RCX engineers were able to confirm that this is how the search function does and should work, as it stands today. So when you are searching there, you are using a search feature for text which means that it will look for that exact phrase. What would need to be done in order for this to work smoothly would be adding a search parameter that would be able to remove things like the dashes, search with and without country codes in both E614 formatting and regular formatting. 

   There should be a way the system understands the different ways a TN can be displayed/formatted and searched, but at present, it seems it needs to be exactly the same as the interaction shows in the history.

   Please see the screenshots.
   If a number is formatted in 3 different ways as it's used in RCX:
   (734) 279-2221
   17342792221
   734-279-2221

   When you search by these formats, you only get see the exact format the text is searched as, instead of all instances in which the number can be formatted as. This causes an issue as you search for a customer's info and/or… more

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   22 votes

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8. Disable / Toggle Off Call Recording Announcement in RingCX Admin Tool

   They would like an option or setting in RingCX Admin to disable the Automatic Call Recording Announcement for their RingCX calls. (Inbound and Outbound)

   Actual Behavior:
   RingCX and RingEX automatically plays a call recording announcement on applicable calls.
   There is currently no visible admin-level option for the customer to turn this announcement off.

   Expected Behavior:
   An admin-configurable option in RingCX to enable or disable the automatic call recording announcement based on business needs and compliance requirements.

   5 votes

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9. Voicemail Box

   Call centers currently do not have a unified voicemail box. They can only receive voicemails to an email. This requires the users to constantly monitor their email and search for voicemails in a separate application. A voicemail box, like Ring EX provides, for the call queues would allow agents to stay within their application and it would allow them to have full functionality out of a single pane of glass.

   2 votes

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10. New Reporting Metric: Chat Widget Uptime & Hourly Available Gap Analysis

    Summary of Requirement: We require a report that tracks the availability status of the web chat widget (Visible vs. Hidden) relative to business hours. Specifically, we need to report on the percentage and duration of time the chat option was unavailable/hidden on the customer's website, broken down by hour.

    Use Case: The client is a Business Process Outsourcing (BPO) provider whose revenue model is strictly tied to engagement volume.
    * Revenue Loss - Every minute the chat widget is hidden (due to capacity limits or staffing gaps) equates to unrecoverable missed revenue.
    * The "Black Hole" Effect - Currently, RingCX reports on interactions received. It does not report on the time periods where the widget was effectively "down." During peak seasonal periods (e.g., Christmas), the client suspects high unavailability (potentially >50%) but lacks the data to prove it or pinpoint the exact hours it occurs.

    Impact on Customer Experience (CX)
    * Sentiment Decline - The client’s demographic demands immediate, live support. When the chat option is hidden during business hours, it creates significant friction and damages brand perception.
    * Blind Spots - Without visibility into "unavailability duration," the client cannot quantify the negative impact on CX scores during peak traffic.

    Operational & Workforce Management Impact
    * WFM Inefficiency - Without knowing when the widget is hiding due to lack of agents, the WFM team cannot optimize schedules. They are effectively staffing based on "answered" volume rather than "true demand."
    * Forecasting - They cannot accurately forecast for future peaks because the "lost time" data is missing from historical reports.

    Specific Functional Requirement We request a standard report or dashboard widget that visualizes:
    1. Hourly Availability Rate: (e.g., 09:00–10:00: Chat Widget Active 40 mins / Inactive 20 mins).
    2. Unavailability Percentage: A calculation of (Time Widget Hidden / Total Business Hours) * 100.

    It would also be helpful to offer threshold alerts and the ability to flag when unavailability exceeds a certain percentage (e.g., >10% downtime) to trigger immediate staffing adjustments.

    Summary of Requirement: We require a report that tracks the availability status of the web chat widget (Visible vs. Hidden) relative to business hours. Specifically, we need to report on the percentage and duration of time the chat option was unavailable/hidden on the customer's website, broken down by hour.

    Use Case: The client is a Business Process Outsourcing (BPO) provider whose revenue model is strictly tied to engagement volume.
    * Revenue Loss - Every minute the chat widget is hidden (due to capacity limits or staffing gaps) equates to unrecoverable missed revenue.
    * The "Black Hole" Effect - Currently, RingCX… more

    6 votes

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11. Ringcx voicemail Email notification includes transcript of the voicemail

    Currrently in RingCX, when someone leaves a voicemail. It sends an email notification to any email recepient. However it doesnt include the transcript of the voicemail recording.

    This will be very helpful so that we no longer need to listen to the whole recording and make our task more efficient.

    46 votes

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    Implemented  ·  AdminKirill.V Valov (Group Product Manager, RingCentral) responded

    Interactions coming through the Queue voicemail channel provide transcripts now

12. custom wrap up timer

    Please add additional granularity or the option for custom wrap up timer value. Jumping from 1 to 3 minutes for choices is not ideal. We would like to do 90 seconds, but would settle for 2 minutes. Not having the option to just enter a number of seconds between 0 and 600 seems like forced inefficiency due to a inflexible UI choice.

    1 vote

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13. Allow for Web Service DTMF Queue Event to fire off without changing callers status in queue

    Allow for Web Service DTMF Queue Event to fire off without changing callers status in queue.

    We are attempting to configure a queue event with DTMF enabled where we offer the caller an option to press X key and receive a text message with a link to our website while the caller waits in queue. Currently, the only way we can get this working without forcing the caller to drop from the queue after receiving the text is to use the requeue option in conjunction with an external web service. This does keep the caller in the same queue, however, since it is being done via a requeue, the caller is technically sent to the "end of the line" of the queue as their place in queue is not held.

    Allow for Web Service DTMF Queue Event to fire off without changing callers status in queue.

    We are attempting to configure a queue event with DTMF enabled where we offer the caller an option to press X key and receive a text message with a link to our website while the caller waits in queue. Currently, the only way we can get this working without forcing the caller to drop from the queue after receiving the text is to use the requeue option in conjunction with an external web service. This does keep the caller in the same queue, however,… more

    4 votes

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14. RingCX Audio Library - Ability to Override Existing Audio Files in RingCX Audio Library

    Feature Request: Ability to Override Existing Audio Files in RingCX Audio Library

    We would like to request an enhancement to the RingCX Audio Library to support the ability to override or replace existing audio files.

    Current Behavior:
    When a new audio file is uploaded to an existing prompt, it is added as a separate version rather than replacing the existing file. This can result in multiple files with similar or identical names, which may create confusion when managing prompts.

    Proposed Enhancement:
    Introduce a clear option to override (replace) an existing audio file, such as:

    • A “Replace File” or “Overwrite” option during upload
    • A confirmation prompt before replacing the existing file
    • Automatic versioning (e.g., retaining a history of previous versions)
    • Clear indicators showing the current active version

    Expected Benefit:
    - Simplifies audio management and reduces duplication
    - Ensures only the intended audio file is used in IVR flows
    - Improves clarity and control when updating prompts
    - Helps prevent accidental use of outdated audio versions
    - If a file is currently being used in an IVR, there is no need to manually update the IVR configuration, as the system will retain the existing reference and automatically reflect the updated audio

    This enhancement would significantly improve efficiency and usability when managing frequently updated or multilingual audio prompts.

    Feature Request: Ability to Override Existing Audio Files in RingCX Audio Library

    We would like to request an enhancement to the RingCX Audio Library to support the ability to override or replace existing audio files.

    Current Behavior:
    When a new audio file is uploaded to an existing prompt, it is added as a separate version rather than replacing the existing file. This can result in multiple files with similar or identical names, which may create confusion when managing prompts.

    Proposed Enhancement:
    Introduce a clear option to override (replace) an existing audio file, such as:

    • A “Replace File” or “Overwrite” option… more
    3 votes

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15. Add an alert for when the Salesforce client for RingCX disconnects from RingCX

    Customer is inquiring on having a feature that allows the Salesforce for RingCX notify the agent/admin when they have become disconnected from the RingCX dialer within Salesforce. In addition having it also grant what could be the cause of it such as a disconnect code of sorts.

    3 votes

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16. Filtering To Queued Interactions In Inbox

    There is no option within "all messages" to filter to queued interactions only. This makes it hugely difficult to manage large contact centres. Particularly contact centres that are utilising AI and messages do not show as "new" when entering a queue.

    5 votes

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17. RingCX Agent: Ability to Modify Voice Connection Options for Agents

    Some agents are inadvertently logging in using the RingCentral App instead of the Integrated Softphone. As a result, calls routed to the RingCentral App are left unanswered and often abandoned. Since Presence Sync is not yet available, the RingCentral App must be set to Do Not Disturb (DND) to prevent calls from being delivered simultaneously.

    This feature should allow administrators to modify the available Voice Connection options for agents, ensuring that calls are routed correctly and reducing missed or abandoned calls.

    11 votes

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18. RCX Allow Agent to Open the Queue when they are Logged In

    RCX Allow Agent to Open the Queue when they are Logged In. We do not want them to configure business hours but something that can be managed on their end once given a permission by an Admin.

    2 votes

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19. Export DNC list

    Add the option to download/export the DNC list in RingCX

    2 votes

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20. Feature Request: Improve Call Logging Reliability in RingCX Embedded Agent for Dynamics 365

    Subject: Feature Request: Improve Call Logging Reliability in RingCX Embedded Agent for Dynamics 365

    Product Area: RingCX
    Component: Embedded Agent – Microsoft Dynamics 365 Integration
    Request Type: Feature Enhancement / Reliability Improvement
    Priority Impact: High (Data integrity, reporting accuracy, agent workflow)

    ---

    Problem Statement

    The RingCX Embedded Agent integration with Microsoft Dynamics 365 has several limitations that result in missing or incomplete phone call records when required fields (specifically the Name and Call To / Call From fields) are not populated at call end.

    These limitations cause gaps in call reporting, incomplete CRM activity history, and inconsistent agent workflows—particularly in healthcare and high-volume contact center environments where calls may end abruptly or contacts may not yet exist in Dynamics.

    ---

    Current Behavior

    1. Name field dependency

    • If the Name field is not populated at disposition time:

      • Phone call records may not be created in Dynamics 365
      • Placeholder customer/patient records may be auto-created with no populated data

    1. Common scenarios leading to missing Name field

    • Phone numbers associated with multiple Dynamics records (ambiguous match)
    • Inbound calls from contacts not yet in Dynamics
    • Outbound calls to external parties not stored in Dynamics (e.g., physicians, vendors)
    • Calls going directly to voicemail or ending abruptly
    • Immediate transition to the disposition screen, increasing missed data entry
    • Agents intentionally leaving calls untracked due to workflow constraints

    1. Dynamics constraints

    • The Call To / Call From field is required by Dynamics 365
    • RingCX currently cannot create call records without these required fields populated

    ---

    Business Impact

    • Inaccurate call volume and performance reporting
    • Missing CRM activity records for completed calls
    • Increased manual cleanup and reconciliation work
    • Reduced agent compliance and usability
    • Risk to auditability and operational visibility in regulated environments

    ---

    Requested Enhancements

    1. Decouple Call Record Creation from Name Field Completion

    Allow phone call activity records to be created in Dynamics 365 even if the Name field is empty, using a temporary or system-generated reference (e.g., “Unknown Caller”).

    This would:

    • Preserve call metadata (time, direction, duration, agent)
    • Allow post-call completion of required fields
    • Ensure accurate reporting and historical tracking

    ---

    2. Prevent Automatic Customer/Patient Record Creation

    Add an option to disable auto-creation of customer/contact records from RingCX calls.

    Desired behavior:

    • Call records can exist independently of customer/contact records
    • Customer/contact creation remains a manual, user-driven action

    ---

    3. Improve Name Field Visibility and Workflow

    Enhance agent UI to reduce missed Name entries by:

    • Making the Name field more prominent
    • Displaying the Name field on both call and disposition screens
    • Optionally merging Name entry and disposition into a single workflow step
    • Preventing disposition submission until required CRM fields are reviewed

    ---

    4. Support Deferred Field Completion

    Allow agents or supervisors to populate or correct:

    • Name
    • Call To / Call From after the call record has already been created in Dynamics.

    ---

    Expected Outcome

    • All RingCX calls generate a corresponding Dynamics phone call record
    • Improved data integrity and reporting accuracy
    • Reduced agent friction and training overhead
    • Better alignment with real-world call center workflows
    • Increased adoption of RingCX Embedded Agent in Dynamics-heavy environments

    ---

    Environment Details

    • Platform: RingCX
    • Integration: Embedded Agent for Microsoft Dynamics 365
    • Use Case: High-volume inbound and outbound contact center operations
    • Industry Impact: Healthcare, enterprise support, regulated environments

    ---

    Request

    Please review the feasibility of these enhancements and advise:

    • Whether these changes align with the RingCX product roadmap
    • If configuration-based alternatives are planned
    • Recommended next steps for prioritization

    Thank you for considering this request.

    Subject: Feature Request: Improve Call Logging Reliability in RingCX Embedded Agent for Dynamics 365

    Product Area: RingCX
    Component: Embedded Agent – Microsoft Dynamics 365 Integration
    Request Type: Feature Enhancement / Reliability Improvement
    Priority Impact: High (Data integrity, reporting accuracy, agent workflow)

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    Problem Statement

    The RingCX Embedded Agent integration with Microsoft Dynamics 365 has several limitations that result in missing or incomplete phone call records when required fields (specifically the Name and Call To / Call From fields) are not populated at call end.

    These limitations cause gaps in call reporting, incomplete CRM activity history, and inconsistent agent workflows—particularly in healthcare… more

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