1509 results found

1. Separate Off Hook mode/ permanent connection management options for inbound and dialer-campaigns calling

   customers would like to be able to manage answer mode in different ways depending on the type ( inbound/manual outbound VS dialers/campaigns ) :
   have the ability to enable/disable the off hook / permanent connection for inbound calls separately from the dialer/campaigns off hook / permanent connection mode.

   so even if you disable the permanent connection/off hook for inbound, you can still have the dialer calls (as when you start dialing it switches you to off hook mode automatically).

   or the other way around if you start the dialer - it would switch to off hook for the dialer - but it would not force the off hook for inbound calls (the auto answer will not be forced).

   I attached a screenshot to show what features I'm referring to.

   thanks

   customers would like to be able to manage answer mode in different ways depending on the type ( inbound/manual outbound VS dialers/campaigns ) :
   have the ability to enable/disable the off hook / permanent connection for inbound calls separately from the dialer/campaigns off hook / permanent connection mode.

   so even if you disable the permanent connection/off hook for inbound, you can still have the dialer calls (as when you start dialing it switches you to off hook mode automatically).

   or the other way around if you start the dialer - it would switch to off hook for the dialer -… more

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2. RingCX for ServiceNow - ability to customize data mapping for the log call fields

   Currently the RingCX for ServiceNow embedded agent memorializes the call details to the "Additional comments (customer visible)" field. This field is visible by customers when they are accessing incidents within the Service Operations module. The customer wants the ability to have the call log data written to the "Work notes" field instead of the "Additional comments" field. It would be good to have this as an option that the customer can select which field is being written to.

   2 votes

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3. Enhanced Email Suppression Management Controls and Visibility

   Currently, email suppression is managed automatically based on real-time feedback from recipient mail systems. While this helps maintain sender reputation and deliverability, administrators have limited visibility and control over suppressed recipients.

   We would like to request enhanced suppression management capabilities, including:
   *Ability to disable or override suppression for specific recipients or campaigns.
   *Configurable suppression policies based on business requirements.
   *Automated notifications when recipients are added to the suppression list.
   *Scheduled suppression list reviews and reporting.
   *Self-service tools to view, manage, and remove suppressed recipients.
   *Greater visibility into the specific reason and source of suppression.

   Business Impact:
   Organizations may experience missed communications to valid recipients when addresses are automatically suppressed without proactive notification or easy administrative controls. Enhanced suppression management would improve operational efficiency, reduce support overhead, and provide administrators with better visibility and control over critical email communications.

   Use Case:
   Administrators need the ability to identify, review, and manage suppressed recipients before business-critical communications are impacted. Increased transparency and self-service controls would help organizations maintain communication continuity while still supporting email deliverability best practices.

   Currently, email suppression is managed automatically based on real-time feedback from recipient mail systems. While this helps maintain sender reputation and deliverability, administrators have limited visibility and control over suppressed recipients.

   We would like to request enhanced suppression management capabilities, including:
   *Ability to disable or override suppression for specific recipients or campaigns.
   *Configurable suppression policies based on business requirements.
   *Automated notifications when recipients are added to the suppression list.
   *Scheduled suppression list reviews and reporting.
   *Self-service tools to view, manage, and remove suppressed recipients.
   *Greater visibility into the specific reason and source of suppression.

   Business Impact:
   Organizations may experience missed… more

   1 vote

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4. Spam detection for chats

   Addition of a Spam Detection feature to chat channel. This feature will help identify and filter out unwanted or malicious content from users, ensuring a safer and more pleasant experience for all participants. The system should be capable of detecting spam messages such as repeated text, irrelevant links, offensive language, and other behaviors that typically indicate spam.

   29 votes

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5. Feature Enhancement Request: Reduce AI Disposition Display Delay in Disposition Window

   Hello RingCX Product Team,

   We would like to raise a feature enhancement request related to AI-generated dispositions and their availability in the disposition window.

   Our agents are experiencing a consistent delay of approximately 5–15 seconds before the AI-generated disposition is displayed after a call ends. This delay has been reported by multiple agents and is impacting post-call workflow efficiency.

   Agents have also observed a clear correlation between call duration and processing time:

   Shorter conversations tend to populate dispositions more quickly

   Longer calls take noticeably longer for the AI to process and display the disposition

   This creates friction during after-call work, as agents must either wait idly for the disposition to appear or proceed without it, increasing handling time and frustration.

   At this time, this behavior appears to be a platform limitation, as there is no way to:

   Surface a “processing” indicator with estimated readiness, or

   Improve responsiveness for longer conversations, or

   Allow agents to proceed while the AI disposition finalizes asynchronously

   Feature enhancement request:
   We are requesting consideration for improvements such as:

   Reduced latency for AI disposition generation, particularly for longer calls

   A visible status indicator (e.g., “AI disposition processing…”)

   The ability for AI dispositions to update asynchronously without blocking agent workflow

   Improving this experience would reduce after-call delays, improve agent satisfaction, and support more efficient call handling at scale.

   Hello RingCX Product Team,

   We would like to raise a feature enhancement request related to AI-generated dispositions and their availability in the disposition window.

   Our agents are experiencing a consistent delay of approximately 5–15 seconds before the AI-generated disposition is displayed after a call ends. This delay has been reported by multiple agents and is impacting post-call workflow efficiency.

   Agents have also observed a clear correlation between call duration and processing time:

   Shorter conversations tend to populate dispositions more quickly

   Longer calls take noticeably longer for the AI to process and display the disposition

   This creates friction during after-call work,… more

   4 votes

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6. RingCX Analytics: Additional Metrics and Elements to Simplify Use and Provide Enhanced Functionality

   There is a significant need for the ability to drill down into historical data and filter digital queue KPIs by channel name and ID. This functionality serves multiple purposes and use cases, with a common scenario being the grouping of channels by site, language, or brand. Without the ability to create a more granular channel breakdown of KPIs, RingCX data analysts and supervisors have limited capabilities when it comes to determining and understanding potential customer service performance issues or identifying areas for improvement across different sites, languages, or brands today. Additionally, providing the associated digital thread ID within Historical Reporting would enable them to review conversations linked to specific interactions where NPS is flagged as poor or interaction handling time is unusually high. Furthermore, including a digital interaction URL would provide valuable functionality for data analysts and supervisors, allowing them to easily access digital conversations directly with minimal effort from the Analytics application.

   To improve existing analytics capabilities and to simplify data analysts and supervisors work, I would like to suggest implementing the following metrics and elements for Historical Reporting and Realtime Dashboards within RingCX Analytics:

   Digital Channel Name - Example: ACME Incorporated WebChat (Channel)

   Digital Channel ID - Example: 66718bdc30e2670007a938fa

   Digital Interaction Thread ID - Example: 6671b7063d443400075b2681

   Digital Interaction URL - Example: https://brgzmzwqdj.digital.ringcentral.com/identities/6671b7063d443400075b267d?thread_id=6671b7063d443400075b2681&view=no-header

   Digital Category Name - Example: WebChat

   Digital Category ID - Example: 66718b8b94c18e000727c35c

   There is a significant need for the ability to drill down into historical data and filter digital queue KPIs by channel name and ID. This functionality serves multiple purposes and use cases, with a common scenario being the grouping of channels by site, language, or brand. Without the ability to create a more granular channel breakdown of KPIs, RingCX data analysts and supervisors have limited capabilities when it comes to determining and understanding potential customer service performance issues or identifying areas for improvement across different sites, languages, or brands today. Additionally, providing the associated digital thread ID within Historical Reporting… more

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   32 votes

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7. RingCX Feature Request: Granular RBAC / Audio Library Admin Role

   RingCX Feature Request: Granular RBAC / Audio Library Admin Role
   Executive Summary: RingCX currently lacks granular admin roles, forcing organizations to grant full administrative access even if a user only needs to manage audio prompts. This request is to introduce a Custom Admin Role framework allowing Super Admins to restrict visibility and access to specific sub-settings (e.g., granting access only to the Audio Library).

   🛠️ Functional Requirements
   Permission Matrix: A toggle panel (View / Edit / Hidden) for individual sections in RingCX Admin Settings:

   Audio Library (High Priority)

   Queues & Skill Management

   Admin & Agent Provisioning

   Campaigns & Scripting

   UI Masking: Restricted admins will only see their permitted tabs in the sidebar; all other configuration settings will be completely hidden or grayed out.

   Audit Trail: Actions taken by custom roles must be uniquely tracked in the RingCX change logs.

   💼 Business Value
   Security & Compliance: Enforces the principle of least privilege.

   Risk Mitigation: Prevents specialized users (like floor managers updating IVR greetings) from accidentally modifying live routing scripts or queues.

   RingCX Feature Request: Granular RBAC / Audio Library Admin Role
   Executive Summary: RingCX currently lacks granular admin roles, forcing organizations to grant full administrative access even if a user only needs to manage audio prompts. This request is to introduce a Custom Admin Role framework allowing Super Admins to restrict visibility and access to specific sub-settings (e.g., granting access only to the Audio Library).

   🛠️ Functional Requirements
   Permission Matrix: A toggle panel (View / Edit / Hidden) for individual sections in RingCX Admin Settings:

   Audio Library (High Priority)

   Queues & Skill Management

   Admin & Agent Provisioning

   Campaigns & Scripting

   UI… more

   1 vote

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8. RingCX Voice Queue Call Distribution

   The customer is requesting to have a call routing feature that will route the call based on the number of calls each agent has received, to ensure a more balanced distribution.

   18 votes

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9. Callback Configuration

   The callback process needs additional functionality and configuration options added to make it more useful. Today the process just prompts to create a callback with the current phone number, or enter a different phone number. The callback process needs to be modified for the following:

   1) Prompt for the caller's name, as outlined in this feature request: https://ideas.ringcentral.com/forums/958496-contact-center-ringcx/suggestions/49775720-inbound-queue-callback-option-to-record-caller-s. This would at least let the agent know who they are calling back, and allow the agent to speak to an operator or navigate an auto attendant at the destination number.
   2) Enable a toggle to prompt the caller to enter a specific extension. Not all caller's have a direct callback number. Some only have a main business line and then an extension needs to be used. Currently there is no way for a caller to enter the extension that needs to be used.

   The information gathered above then needs to be presented to an agent during a callback:
   1) The recording of the caller's name needs to be whispered to the agent before the outbound callback is placed. As soon as the agent accepts the callback request, a whisper should occur with "A call back has been requested for " and the the recording of the caller's name is played. This allows the agent to know who is being called back.
   2). Pop or display in the RingEX agent the phone number, or phone number and extension that the call back was requested for. This lets the agent know if they need to enter a specific extension once the callback is in progress.

   The callback process needs additional functionality and configuration options added to make it more useful. Today the process just prompts to create a callback with the current phone number, or enter a different phone number. The callback process needs to be modified for the following:

   1) Prompt for the caller's name, as outlined in this feature request: https://ideas.ringcentral.com/forums/958496-contact-center-ringcx/suggestions/49775720-inbound-queue-callback-option-to-record-caller-s. This would at least let the agent know who they are calling back, and allow the agent to speak to an operator or navigate an auto attendant at the destination number.
   2) Enable a toggle to prompt the caller to enter… more

   11 votes

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10. Add “Average Handling Time” column to Real-time Agent view

    Add a new column “Average Handling Time” in the Real-time Agent view.
    This column should display, for each connected agent:

    The average handling time of interactions
    Calculated on a time window consistent with real-time data
    Based on ongoing and/or recently handled interactions (same logic as other real-time KPIs)

    2 votes

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11. Analytics Report for RingEX to RingCX Transfer calls

    Currently, there is limited visibility into calls that originate in RingEX and are transferred to RingCX. We would like to request the ability to generate a dedicated Analytics report (or add relevant metrics to existing reports) that specifically tracks RingEX to RingCX transfer calls.

    Business Impact:
    This enhancement would improve visibility into cross-platform call handling, support operational reporting, and help identify potential gaps in call routing or agent performance. It would also assist in troubleshooting customer-reported issues related to transferred calls."

    We believe this feature would significantly enhance reporting accuracy and operational transparency for organizations using both platforms.

    3 votes

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12. Email notification once mobile app user adds (manual not ai) task or note to a phone call

    Email notification once mobile app user adds (manual not ai) task or note to a phone call so online users can get notified and see right away when something has been posted on app

    1 vote

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13. Control CNAM of Caller

    Change the CNAM of the Caller's Phone Number outside RingCentral

    7 votes

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14. Inbound Queued Callback option in Queue Events, it's only in DTMF sub-Queue Events options which is limiting

    For some reason you can set a DTMF Queue event to be an Inbound Queue Callback, but you can't do it from the Queue Event itself. Every other option is there, but that one is missing. It seems a bug or missed item since it would only enhance the options available?

    There are many reasons for a queue event to go to Callback rather than requiring a DTMF selection to do it.

    19 votes

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15. Ability to hide or disable RingCX/SPOG within the application

    The customer does not want users to access or connect to the Agent icon or SPOG when they are logged into their RingCentral application. However, some users are still attempting to connect to SPOG/RingCX through the Agent icon.

    1 vote

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16. Allow Use of RingEX User DID as Manual Outbound Caller ID in RingCX

    Overview:
    Requesting enhancement in RingCX to allow agents to use their assigned RingEX (RCX-integrated) Direct Inward Dial (DID) numbers as selectable options for manual outbound caller ID within the RingCX dialer.

    Current Behavior:
    At present, manual outbound calls in RingCX do not consistently provide the option to select the agent’s RingEX DID as the caller ID. This requires additional configuration or limits flexibility for agents who need to present their direct number when initiating outbound calls.

    Proposed Enhancement:
    Introduce a feature that automatically syncs or makes available the user’s RingEX DID as a selectable outbound caller ID option within the RingCX manual dialer interface. This can be implemented as:

    A default option tied to the agent profile, or
    A selectable dropdown option during manual dialing

    Business Impact:

    Improves agent efficiency by reducing the need for manual configuration
    Ensures consistent and accurate caller ID presentation
    Enhances customer experience by displaying recognizable direct numbers
    Supports better call traceability and callback handling

    Use Case:
    Agents handling outbound communications via RingCX require the ability to present their direct DID (assigned in RingEX) so customers can return calls directly to the same agent or extension.

    Overview:
    Requesting enhancement in RingCX to allow agents to use their assigned RingEX (RCX-integrated) Direct Inward Dial (DID) numbers as selectable options for manual outbound caller ID within the RingCX dialer.

    Current Behavior:
    At present, manual outbound calls in RingCX do not consistently provide the option to select the agent’s RingEX DID as the caller ID. This requires additional configuration or limits flexibility for agents who need to present their direct number when initiating outbound calls.

    Proposed Enhancement:
    Introduce a feature that automatically syncs or makes available the user’s RingEX DID as a selectable outbound caller ID option within the… more

    1 vote

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17. Using the Local Bucket for Manual Outbound Calling

    Customer wants to use the Local Bucket for Manual Outbound Calling as it would be beneficial for them instead of using it from their dialing. Customer mentioned that since 5x9 has it that it make sense to have it here as well.

    Any tips/advice/workaround for this would be appreciated.

    9 votes

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18. Bulk log out agents from all queues (real-time dashboard control)

    It would be extremely helpful for Admins and Supervisors to have the ability to bulk log out agents from all queues they are currently logged into directly from the real-time dashboards.

    The ideal functionality would allow a one-click action to log out selected agents from all queues, with the exception of agents who are currently on an active call (those agents would remain unaffected until their call ends).

    This would support:

    • Faster end-of-day queue management

    • Improved control during incidents or system issues

    • Cleaner queue hygiene and reduced risk of agents remaining unintentionally available

    • Operational efficiency during shift changes

    Having this accessible directly within the real-time dashboard would reduce administrative overhead and avoid the need for manual, agent-by-agent intervention.

    It would be extremely helpful for Admins and Supervisors to have the ability to bulk log out agents from all queues they are currently logged into directly from the real-time dashboards.

    The ideal functionality would allow a one-click action to log out selected agents from all queues, with the exception of agents who are currently on an active call (those agents would remain unaffected until their call ends).

    This would support:

    • Faster end-of-day queue management

    • Improved control during incidents or system issues

    • Cleaner queue hygiene and reduced risk of agents remaining unintentionally available

    • Operational efficiency during shift changes

    Having this… more

    3 votes

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19. RingCX Feature Request: Agent Notification for Call Monitoring/Barging

    RingCX Feature Request: Agent Notification for Call Monitoring/Barging
    Description / Summary
    Provide a visual or audible notification to RingCX agents when another user or a member of their alert/monitoring group begins monitoring or barging into their active call.

    Current Behavior
    Currently, when an alert group is established allowing agents to monitor each other's live interactions, there is no real-time indicator or alert displayed on the screen of the agent being monitored. The system begins monitoring silently.

    Requested Enhancement
    Introduce a clear, configurable notification setting within RingCX. When an active call is being monitored by another team member or supervisor:

    Visual Cue: A toast message, status banner, or visual indicator (e.g., an icon changing color or a "Monitored" flag) appears on the agent's active call interface.

    Optional Audible Tone: A discrete, brief tone played to the agent when the whisper/monitoring session initiates.

    Admin Controls: The ability for administrators to toggle this notification on or off globally or per user group based on organizational privacy and training requirements.

    Business Justification & Use Case
    Agent Awareness & Transparency: In collaborative environments where peer-to-peer or supervisor-to-peer monitoring is utilized for coaching, agents need to know when someone is listening in so they can prepare for potential coaching feedback or a call barge-in.

    Compliance and Privacy: Some organizations require full transparency regarding who is participating in or auditing a live interaction to align with internal compliance policies and employee privacy expectations.

    Improved Collaboration: It avoids catching the agent off-guard, ensuring a smoother transition if the monitoring agent needs to whisper or barge in to assist with a difficult customer.

    RingCX Feature Request: Agent Notification for Call Monitoring/Barging
    Description / Summary
    Provide a visual or audible notification to RingCX agents when another user or a member of their alert/monitoring group begins monitoring or barging into their active call.

    Current Behavior
    Currently, when an alert group is established allowing agents to monitor each other's live interactions, there is no real-time indicator or alert displayed on the screen of the agent being monitored. The system begins monitoring silently.

    Requested Enhancement
    Introduce a clear, configurable notification setting within RingCX. When an active call is being monitored by another team member or supervisor:

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20. Outbound Call Notes

    It would be nice for manual outbound calls is the notes box will be available for agents to use. Since some agents use RingCX for taking notes as opposed to physical paper or other digital notebooks, having the ability to take notes within RingCX for outbound calls (just as they would be able to for inbound calls), would be great.

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