1318 results found
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RCX | DNC list bulk removal
Have the option to bulk remove the DNC list. Currently the customer can only remove 1 by 1. This will help save time for the customer that wants to remove the DNC list manually in bulk.
3 votes -
RingCX DNIS Description
Restore or re‑add DNIS Description visibility in:
Channels Page
Workflow Assigned Channels section
Any other admin areas where DNIS numbers appear1 vote -
Enable hyperlink to External URL column for RingCX Outbound dialer
When uploading leads, enable automatic hyperlinking for values in the auxExternalURL column. This will allow users to click the URL directly from the UI rather than copying and pasting it manually.
7 votes -
Ability to delete chat interactions from the Real-time Dashboard page
There are old interactions—some dating back 1–2 years—that the customer would like to delete. They are specifically requesting the ability to remove these interactions from the RingCX Analytics Real‑Time Dashboard page.
1 vote -
RingCX HubSpot Extension Ability to send SMS
While using the RingCX HubSpot extenstion you should be able to send SMS by hovering over the contact records phone number just like you can with the EX extension. You should also be able to send SMS through the workflows with the CX extension. It is inefficient to have agents go back and forth between EX and CX so they they can do SMS.
1 vote -
Park calls from RC app pop out
the Ring Central Desktop App updated to show the dial pad, with now a recording button and a video recording button, pushing the call park button to the "..." more option which is an additional step for our sales people now. We do not allow our sales people to record phone calls, we would like to have this reverted back to how the app was previously, or to have the ability to customize the dial pad for how each business would like it to look. We would like to remove the record option and move the call park button back…
1 vote -
Native RingCX alert notifications to Microsoft Teams (chat & channels)
It would be extremely valuable for RingCX alert notifications to be pushed directly into Microsoft Teams chats and channels via a native integration.
Currently, the workaround requires:
Alert → Email → Power Automate → Microsoft TeamsThis introduces unnecessary complexity, additional maintenance, and potential points of failure.
A native Teams integration would:
Reduce technical overhead
Improve reliability and speed of alert delivery
Eliminate dependency on third-party automation tools
Increase adoption of real-time operational alerts
Ideally, this would allow alerts to be sent to:
Individual user chats
Group chats
Specific Teams channels
This would significantly strengthen real-time operational visibility for supervisors…
1 vote -
Automatic Queue Log Out After Configurable Inactivity / Time Threshold
It would be highly beneficial to introduce a configurable automatic log-out feature for agents after a specified time threshold (e.g. end of shift or defined inactivity period).
Key requirements:
Admin-defined time threshold
Agents on an active call at the time of trigger would not be interrupted
Once the active call ends and the agent submits the disposition, they should not return to Available, instead, they should automatically be logged out of all queues
This would:
Improve queue governance and SLA integrity
Prevent agents remaining accidentally logged in after shifts
Reduce manual supervision effort
Support stronger adherence and workforce management controls
…
1 vote -
Timer on auto answer
In order to allow our agents working in shared contexts to prepare for their calls, we would like to be able to set a delay for automatic call response in RingCX or SPOG.
The two main objectives are as follows:
- to make the agent's work less “oppressive”;
- to allow the agent to prepare to welcome the user.Ideally, we would like to have the same configuration as that available on RingEX, with the queue name displayed in advance and a countdown timer showing the time remaining before the call is automatically answered.
1 vote -
The ability modify queue events in RingCx priority in a single queue event.
One of my queues behaviors is to have a call send over to another workflow if no agents are available or if the queue is closed. It supposed to play a warm message then send the call over. In my test environment, it never plays the message and just cold transfers the call over to the workflow.
We need to have the ability within the queue event to have prioritize a behavior. I want to make sure an audio plays before it does the expected main queue event behavior. I can add a separate queue audio event before i send…
5 votes -
Scheduled Report Download
RingCX Scheduled Report.
Current Behavior: When customers receive their RingCX scheduled report, they will click on a link which then requires them to log in to ringCX. But then when logged in all it does it take to default view. Meaning this see interactions button functionally does nothing.
Then while they are in the system, they click their saved report and then hit the download button. Which then sends another email.Suggested Improvement: When customers receive their scheduled reports, it should contain the download report instead to make this process more straight forward.
This will improve customer experience by eliminating…5 votes -
Custom field mapping for Microsoft Dynamics
Looking to get custom object / field mapping for logging interactions when utilizing the RingCX Microsoft Dynamics embedded softphone. Today, this would require a custom integration with APIs.
Use Case:
Would like to log Disposition to "Contact Made", Disposition Category to "Contact Result"1 vote -
Anonymize Agent Last Names in Digital Transactions
Chat and email interactions should not include the agent's last name for their safety. This is true in the actual interactions occurring real-time, and in any subsequent transcripts. Please provide an option that allows agent profiles to include their full name, however that also allows an option to remove their last name from customer facing interactions, reports and transcripts
1 vote -
Restrict changes to Queue SLA settings
Create a Supervisor Security setting to restrict changes to Queue SLA settings by Supervisors
5 votes -
Support for Concurrent Multi-User Sessions (Agent & Wallboard) within a Single Browser Instance
Description/Business Use Case:
Currently, RingCX users (specifically Agents working from home) who attempt to view a Live Wallboard while simultaneously logged into the Agent Interface experience session token conflicts. This occurs because modern browsers share a single "cookie jar" per domain.
When a refresh token for a Wallboard login is processed, it can overwrite the Agent’s digital messaging token, causing the "Messages" function to intermittently disappear.
Requested Change:
Enhance the RingCX authentication architecture to allow for isolated session tokens. This would enable a single browser profile to maintain both an Agent session and a Wallboard/Admin session concurrently without credential crosstalk…
1 vote -
Robo calls and Spam caller detection
This feature bolsters operational efficiency for our customers by filtering out unwanted calls that disrupt daily business workflows.
1 vote -
Add filter for "Last Week" to Date Range
Add "Last Week" Option to Date Range for RingCX Analytics.
2 votes -
RingCX Voicemail Access in Call Logs
Option to retrieve the voicemail (deleted or not) through call logs - to have call logs as well
5 votes -
Enable RingCX agents to access their call recording when the recording access mode is set to "ACCOUNT"
when a RingCX account has its recording access mode is set to "ACCOUNT" , only admins are able to access the call recordings.
When the recording access mode is set to "ANONYMOUS" , anyone with the recording link can access it.
The customer is requesting a recording access mode that allows agents to access their own call recordings.
1 vote -
Allow Agents to Handle Multiple Calls Simultaneously
We would like to request for a feature that allow agents to handle multiple calls simultaneously.
2 votes
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