1659 results found
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Digital Routing "Longest Idle" should not treat an agent actively on a voice call as more idle than a truly available agent
When a Longest-Idle style routing algorithm selects an agent for a new digital interaction (chat/email) and multiple agents tie on every other ranking factor (skill profile, rank, role), the routing engine falls back to comparing how long each agent has been idle since their last interaction ended.
The issue is that idle time appears to be tracked using a single timestamp that only updates at the start or end of an interaction — and for voice calls, this timestamp seems to update only when the call ends, not when it begins. Digital interactions, by contrast, appear to update the timestamp…
1 vote -
Support Salesforce Record Lookup by ExternalID for RingCX Campaigns
Feature Summary:
Add the ability to configure the Salesforce record lookup method used by the RingCX integration. In addition to the current phone number-based matching, provide an option to use a Salesforce ExternalID field as the primary lookup key.Business Need:
Some organizations maintain multiple Salesforce Leads or Contacts with the same phone number due to their business processes. With the current phone number-based lookup, RingCX prompts agents to select the correct record whenever duplicate phone numbers are found, which slows down the dialing process and increases the risk of selecting the wrong record.Many customers already use a unique…
2 votes -
Feature Request: Configurable Extended Session Persistence Across RingCentral Web Domains
Dear RingCentral Product Team,
I would like to formally request a feature enhancement for RingCentral’s web applications.
Feature Request:
Provide a configurable option to keep RingCentral web sessions active for extended, user-defined durations (e.g., 10 hours, 24 hours) across all RingCentral web domains and subdomains, including:• app.ringcentral.com
• ringcx.ringcentral.com
• engage.ringcentral.com
• All associated subdomains
Business Use Case:
Many users rely on RingCentral web apps throughout long workdays or shifts (e.g., support agents, contact center staff, operations teams). Currently, sessions may disconnect or require re-login due to inactivity or browser timeouts, even while the user remains online and active.
…
9 votes -
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…
5 votes -
Preserve Agents’ extension as Caller ID for Internal Calls
When agents make internal calls on the SPOG, their caller ID shows the RingCX caller ID Setup. It would be helpful if the system preserved the agent’s actual Extension as caller ID so colleagues can easily recognize who is calling.
16 votes -
Ability to Move or Reposition Admin Users in RingCX Admin
Currently, when creating a new admin user in RingCX Admin by clicking the plus sign next to an existing user, the new admin is automatically created as a child under that user. There is no option to move or reposition the admin user afterward. This feature request is to add the ability to move or reassign admin users within the hierarchy to allow better organization and management of users in RingCX Admin.
15 votes -
Add a column of Call_Results__c in Ring Central for Salesforce
I would like to add a column of CallResults_c in Ring Central for Salesforce, I need add that field in that box up to the notes or the best place available.
2 votes -
hashtag # in RCX (IVRs and queue events)
customers would like to have the Hashtag in the list of possible DTMF codes in IVRs and Queue events.
46 votes -
Need a native feature equivalent to Amazon Connect’s flow resumption capability
This feature request for RingCX asks to implement the ability to resume an IVR contact flow after an external PSTN transfer, a capability currently supported by competitors like Amazon Connect.
Key summary points:
The Problem: Currently, RingCX terminates the contact flow when a call is transferred externally. If the external party hangs up, the caller is disconnected.
The Solution: Allow RingCX to anchor the call so that when the external party disconnects, the original caller is returned to the RingCX IVR.
The Value: This is essential for routing callers to post-call CSAT surveys after speaking with an outsourced agent, using…
1 vote -
MSFT Teams + RCX Integration
An integration into MSFT Teams for RCX as a contact center
2 votes -
Google Chat as inbound channel for help desk use case
We support MS Teams as a channel for IT desk use case. Some customers asked to support Google Chat in a similar use case.
End user contacts Customer Support through a group in Google Chat and the chat is routed to an agent who is able to reply.
This use case is particularly important for BPOs which handles IT support for their customer (SCC, Sopra, Comearth, fimainfo - only in France)
https://rc.lightning.force.com/lightning/r/Account/001Hr000023vagMIAQ/view
https://rc.lightning.force.com/lightning/r/Opportunity/006TU00000DOMr7YAH/view
https://rc.lightning.force.com/lightning/r/Opportunity/006TU00000DQLXaYAP/view
https://rc.lightning.force.com/lightning/r/Account/0012H00001gHulwQAC/view13 votesThis is not a common channel in CCaaS space, we'll need to gather interest on this
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Update agent state
Current Behavior:
When an agent remains in the "Pending-Disp" state for an extended period after each call, the Supervisor is unable to change the agent's status back to "Available."
Expected Behavior:
The Supervisor should be able to change or update an agent's state directly from the Supervisor Dashboard when the agent remains in "Pending-Disp" for an extended period. Ideally, the Supervisor should also have the ability to manually change an agent's state to "Available" from the Supervisor Dashboard, regardless of the agent's current state.
Business Value:
Improved Agent Availability – Allows supervisors to quickly return agents to "Available", helping maintain…
1 vote -
Engage Digital -Ability to change the language settings in the user interface
Currently you can only change the language from the admin but not on the user interface
1 vote -
Prevent Unexpected Session Interruptions when accessing voicemail notification links
Feature Request: Prevent Unexpected Session Interruptions
Please enhance session handling to prevent active agent sessions from being unexpectedly interrupted when accessing voicemail links. Interruptions can disrupt ongoing work, cause agents to lose progress or context, and result in an inconsistent user experience.
Ideally, sessions should remain active while work is in progress or provide a clear warning and recovery mechanism before timing out. This enhancement would help agents complete tasks more reliably and provide users with a smoother experience.
1 vote -
prompt
Feature Request: We need a way to identify where prompts are used.
Searching the Workflows and Queue Events to identify where a prompt is used is time consuming and subject to human error. Please add information to the Audio Library identifying the usage of each prompt.1 vote -
Real Time Dashboard - Lead Status view
Add the ability to see Leads Ready Now/Leads Ready Future as an option on the Real Time Dashboards without having to pop out "Status"
4 votes -
voicemail
When checking voicemail, it shows a time if the voicemail was today and a relative date if it was in the past, "yesterday". When you click on the voicemail, you cannot see a date or time stamp. Having a date or time stamp would be very helpful.
1 vote -
Feature Request: Ability for Administrators to Hang Up All Calls in Queue
Feature Request: Ability for Administrators to Hang Up All Calls in Queue
Title:
Administrative Control to Terminate All Calls Currently Waiting in QueueSummary:
Request a system-level administrative capability within RingCX that allows a supervisor or administrator to immediately disconnect all callers currently waiting in a specific queue (or multiple queues), without requiring per-call actions or custom API scripting.Problem Statement:
Today, RingCX does not provide a native feature to mass-terminate queued calls. Administrators cannot cancel waiting calls, clear the queue during outages, shift operational modes quickly, or reset queues after misconfiguration. Existing call controls allow actions only on active…10 votes -
Option to Sync Holiday Hours for RingCX and RingEX
Description:
We would like to request the ability to synchronize holiday hours between RingCX and RingEX.
Currently, holiday schedules must be configured and maintained separately in each platform. This requires duplicate administrative effort and increases the risk of inconsistencies if updates are made in one system but not the other.
A synchronization option would allow administrators to configure holiday hours once and have those settings automatically applied to both RingCX and RingEX. Ideally, this feature would include:
Automatic synchronization of holiday schedules between RingCX and RingEX.
The ability to choose one platform as the source of truth.
Manual sync and…2 votes -
Real-Time Call Recording Availability for Compliance
Currently, call recordings can be delayed by up to 1.5 hours, which hinders urgent compliance verification and exceeds business requirements.
This feature request proposes improving the recording system to ensure real-time or near-real-time availability of call recordings, allowing:
Immediate access for compliance or quality checks.
Faster resolution of disputes or customer issues.
Reliable tracking and auditing of calls in alignment with business needs.The goal is to enhance operational efficiency, compliance readiness, and overall reporting accuracy.
15 votes
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