1659 results found

1. Pre-chat quick replies / icebreakers for RingCX Engage Messaging

   Allow Next Bot Action Without Requiring Initial Message Submission

   I would like to request a feature enhancement for the chat interaction flow.

   Currently, the system requires the chatter to submit a message first before the next chatbot action or menu options appear. This creates additional steps for the user and impacts the overall customer experience—especially in scenarios where the initial message field is already removed, or when we only need minimal information such as first and last name.

   Requested Feature:

   Enable the chatbot to trigger the next action without requiring the chatter to send a message first.
   After the chatter submits the pre-chat form (e.g., first name and last name), the next bot response or options should automatically appear.

   Allow Next Bot Action Without Requiring Initial Message Submission

   I would like to request a feature enhancement for the chat interaction flow.

   Currently, the system requires the chatter to submit a message first before the next chatbot action or menu options appear. This creates additional steps for the user and impacts the overall customer experience—especially in scenarios where the initial message field is already removed, or when we only need minimal information such as first and last name.

   Requested Feature:

   Enable the chatbot to trigger the next action without requiring the chatter to send a message first.
   After the chatter… more

   8 votes

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   Implemented  ·  AdminGrigori (Product Manager Contact Center, RingCentral) responded

   Implemented, in open beta. please reach out for activation

2. Include agents with 0 result/count

   Currently, the reporting system omits agents who have zero interaction counts when filters or metrics are applied. Please add a feature that lets admins include all agents in filtered reports—regardless of activity, with a '0' or blank placeholder so that we can see the full team's performance.

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3. Enhance RingCX System-Wide Outage Communication and Browser Compatibility Notifications

   Description:
   Request enhancements to improve customer communication during system-wide incidents and browser-related service impacts within RingCX. Suggested features include:

   Display a real-time in-app service status banner when a known outage is detected.
   Provide a direct option to contact a live support agent from the login screen or error page during major service disruptions.
   Show estimated restoration times and incident updates when available.
   Include a link to the service status page so customers can monitor ongoing incidents.
   Present clear, user-friendly error messages that distinguish platform-wide outages from account-specific or login-related issues.
   Add the ability to broadcast notifications regarding browser updates or browser compatibility changes that may affect RingCentral services. Notifications could be displayed within the RingCentral application, Admin Portal, or login page to proactively inform customers of required browser updates, known browser issues, deprecated browser versions, or recommended workarounds before they impact service.

   Business Justification:
   Customers often cannot determine whether access issues are caused by a platform outage, browser changes, or account-specific problems. Providing proactive outage notifications alongside browser compatibility announcements would reduce unnecessary troubleshooting, minimize support cases, and improve the overall customer experience by keeping users informed of issues that could affect their ability to access and use RingCentral services.

   Description:
   Request enhancements to improve customer communication during system-wide incidents and browser-related service impacts within RingCX. Suggested features include:

   Display a real-time in-app service status banner when a known outage is detected.
   Provide a direct option to contact a live support agent from the login screen or error page during major service disruptions.
   Show estimated restoration times and incident updates when available.
   Include a link to the service status page so customers can monitor ongoing incidents.
   Present clear, user-friendly error messages that distinguish platform-wide outages from account-specific or login-related issues.
   Add the ability to broadcast notifications regarding browser updates or… more

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4. Reporting for Max Queue Calls

   It would be helpful to have visibility into how many calls are dropped each day once the voice queue reaches its set limit. For example, if the maximum queue calls is set to 7, any additional incoming calls are dropped after that limit is reached. A report showing the number of calls dropped due to hitting this limit on a daily basis would be very useful.

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5. FEATURE REQUEST: Send vcard via SMS

   Ability to send a vcard/contact card via SMS to customers prior to call allowing them to save a number and improve answer rates.

   3 votes

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6. Report

   Ability to generate a report in RingCentral showing all calls redirected via custom site forwarding rules/scheduled routing (e.g., Saturday call forwarding between sites), including original destination, forwarded destination, timestamp, and call outcome.

   2 votes

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7. Revert lost Analytics reports once an Admin has been recreated

   Revert any lost Analytics reports once an Admin has been recreated

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8. RingCX Digital Emails and RT Dashboards

   Real-Time digital only provides UII numbers for emails that are currently in queue and there is currently no way to search the system by UII numbers to see the contents of currently queued emails. In order to see the actual emails, we have to view them in "All Messages". We regularly have auto replies, spam emails, etc. that do not require a response. Because we have no way to transfer them to the junk, spam or deleted folders/mailboxes, we either ignore them or reply to the message. When we ignore the messages, the queued totals in Real-time digital remain the same. When we reply to the messages, we change the to address to spam@company.com, send the reply then solve the emails. When doing it this way, the queued totals in Real-Time digital still do not change. We have tried refreshing and we have even deleted some of the emails in Outlook on our end but the totals remain the same. It seems like the only time the totals Real-Time digital change is when routed emails are solved.

   We, unfortunately, have to have auto routing and All Messages on at this time because this is the only way that we know of to view email content in the system. If emails are solved in all messages, can the totals in Real-Time digital reflect this accurately?

   Real-Time digital only provides UII numbers for emails that are currently in queue and there is currently no way to search the system by UII numbers to see the contents of currently queued emails. In order to see the actual emails, we have to view them in "All Messages". We regularly have auto replies, spam emails, etc. that do not require a response. Because we have no way to transfer them to the junk, spam or deleted folders/mailboxes, we either ignore them or reply to the message. When we ignore the messages, the queued totals in Real-time digital remain the… more

   5 votes

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9. Automatic Restoration of Auxiliary State After Reconnect

   Summary
   Request to enhance RingCX agent state handling by automatically restoring the previously assigned auxiliary state (reason code) after a session reconnect or brief network interruption.

   Background
   Currently, when an agent experiences a temporary network disruption or session reconnect, the system may restore only the base state (e.g., “Working”) without the associated auxiliary state (custom reason code). While the backend retains the correct state for reporting and analytics, the agent’s UI may display an incomplete or generic state.

   This creates a mismatch between the agent interface and the Live Dashboard, which can lead to confusion and unnecessary troubleshooting.

   Problem Statement
   After a reconnect event:

   The agent UI may lose the auxiliary state (reason code)
   The UI defaults to a base state (e.g., “Working”)
   The backend continues to reflect the correct full state (base + auxiliary)
   Agents may need to manually refresh the browser to resync

   This behavior impacts user experience and may reduce confidence in system accuracy, even though backend data remains correct.

   Proposed Solution
   Enhance the system to automatically restore the full agent state, including auxiliary/reason codes, after a reconnect or session recovery.

   Specifically:

   Persist the last known auxiliary state on the server side
   Ensure the reconnect payload includes both base state and auxiliary state
   Automatically reapply the auxiliary state in the agent UI upon reconnection

   Expected Behavior

   After reconnect, the agent UI should display the exact previous state (base + auxiliary)
   No manual refresh (F5) should be required
   UI and Live Dashboard should remain fully synchronized at all times

   Benefits

   Improved user experience with consistent state visibility
   Reduced confusion and support inquiries related to state mismatches
   Increased trust in system reliability
   Eliminates need for manual UI refresh after reconnect events

   Summary
   Request to enhance RingCX agent state handling by automatically restoring the previously assigned auxiliary state (reason code) after a session reconnect or brief network interruption.

   Background
   Currently, when an agent experiences a temporary network disruption or session reconnect, the system may restore only the base state (e.g., “Working”) without the associated auxiliary state (custom reason code). While the backend retains the correct state for reporting and analytics, the agent’s UI may display an incomplete or generic state.

   This creates a mismatch between the agent interface and the Live Dashboard, which can lead to confusion and unnecessary troubleshooting.

   Problem Statement… more

   1 vote

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10. RingCX Email/Chat Channel to support for file formats: .ies .arc2 .dxf

    RingCX Feature Request: Support for Additional File Formats in Email Channel

    Title: Add Support for .ies, .arc2, and .dxf File Formats in the Email Channel

    Summary

    A customer is requesting the ability to upload and process additional file formats through the Email channel in RingCX. These formats are currently not supported under either the Strict or Relaxed attachment handling levels.

    Requested formats:

    .ies – Illuminating Engineering Society file (lighting data)

    .arc2

    .dxf – Drawing Exchange Format (CAD files)

    Current Behavior

    The email channel supports a defined set of file formats depending on the configured handling level:

    Strict Level Allows:

    Audio: aac, mp3, ogg, m4a

    Image: bmp, gif, jpg, jpeg, png, svg, webp

    PDF: pdf

    Text: csv, txt, log

    Video: avi, flv, m4v, mkv, mov, mp4, mpg, qt, wmv

    Other: amr, dms, vcard, tif, tiff, mpeg

    Relaxed Level Adds Support For:

    Excel: xls, xlsm, xlsx, xlc, xlt, xltm, xltx

    Presentations: key, odp, otp

    PowerPoint: pps, ppt, pptx, pot

    Spreadsheets: numbers, ods, ots

    Word: doc, docm, docx, dotm, dotx

    Word Processing: pages, odt, ott, rtf

    The requested formats (.ies, .arc2, .dxf) are not included in either list, and therefore cannot be used by customers today.

    Requested Enhancement

    Add support for the following file types as allowable email attachments in RingCX:

    .ies

    .arc2

    .dxf

    This support would enable customers to exchange specialized files used in engineering, architectural, lighting design, and CAD workflows.

    Additional Notes

    This request originated from a customer inquiry regarding the ability to attach these files in the email channel.

    Tier 3 Engineering has confirmed that this enhancement requires a formal feature request.

    RingCX Feature Request: Support for Additional File Formats in Email Channel

    Title: Add Support for .ies, .arc2, and .dxf File Formats in the Email Channel

    Summary

    A customer is requesting the ability to upload and process additional file formats through the Email channel in RingCX. These formats are currently not supported under either the Strict or Relaxed attachment handling levels.

    Requested formats:

    .ies – Illuminating Engineering Society file (lighting data)

    .arc2

    .dxf – Drawing Exchange Format (CAD files)

    Current Behavior

    The email channel supports a defined set of file formats depending on the configured handling level:

    Strict Level Allows:

    Audio:… more

    6 votes

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11. ability to activate call forwarding on all company numbers on the account

    When activating a call forwarding using all company phone numbers it should applied on
    all of the numbers on the account not just only applicable on company numbers, because it gives a misleading to the customers.

    2 votes

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12. Wants to see Requeued Calls and Transferred Calls in RingCX Analytics

    Wants to see Requeued Calls and Transferred Calls in RingCX Analytics
    Wants to view the RingCX Analytics page to see the number of requeued or transferred calls when agents use the Requeue or Transfer options. There should be a report available that shows which calls were handled using these options.

    8 votes

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13. Enable Searching and Managing Contacts even without being on an Active call

    Currently, full contact cards in RingCentral are only accessible during an active call. When not on a call, users cannot search for, view, or update contacts unless they navigate through Call History, which is limiting and inefficient.

    Requested enhancement:
    Provide a centralized Contacts view that allows agents to:

    Search and manage contacts at any time (not just during active calls)
    View full contact cards outside of calls
    Create, edit, and update contacts proactively

    2 votes

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14. display queue name when call comes in in embedded RingCX for Zoho

    It's important to see what call queue the call is comin in so that agents would know their opening spiel

    8 votes

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    Implemented  ·  1 comment  ·  Integrations & APIs  ·  Delete…  ·  Admin →
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15. RingCX Analytics Historical Reports Column Slider Adjustment

    RingCX Analytics, creating a private historical report, using metrics.

    The column to search for metric data such as Queue Inbound Answered Interaction should be adjustable from left to right so that admins can see the full name of the metric.

    Currently there is a question mark icon next to the metric that will display the full name and additional information, but without knowing all the names of the different metrics available, it can be time consuming highlighting the question mark for each one.

    I did find that if I rename the metric, then the full name will display below the metric in the column where I dragged the metric to.

    RingCX Analytics, creating a private historical report, using metrics.

    The column to search for metric data such as Queue Inbound Answered Interaction should be adjustable from left to right so that admins can see the full name of the metric.

    Currently there is a question mark icon next to the metric that will display the full name and additional information, but without knowing all the names of the different metrics available, it can be time consuming highlighting the question mark for each one.

    I did find that if I rename the metric, then the full name will display below the… more

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    2 votes

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16. 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.

    49 votes

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

    Interactions coming through the Queue voicemail channel provide transcripts now

17. Support for RingCX session initiation on mobile web browsers (iOS and Android)

    background:
    Customers attempting to access RingCX using mobile devices (iPhone/iPad and Android) via supported browsers such as Chrome, Safari, Firefox, and Edge are encountering an error message stating:
    "You’re using an unsupported browser. Switch to the latest version of Chrome, Firefox or Edge to start a session."

    This occurs even when using updated versions of supported browsers.

    current behavior:

    Users can access the RingCX login page via mobile browsers
    Upon attempting to start a session, the system blocks access
    Error message indicates unsupported browser
    Issue is consistent across all browsers on iOS devices
    Similar limitations may occur on Android devices depending on configuration

    root cause (known limitation):

    iOS browsers are required to use Apple WebKit engine regardless of browser type
    RingCX relies on WebRTC and advanced browser capabilities not fully supported in mobile environments
    Platform detects mobile browser environment as unsupported for session initiation

    expected behavior:

    Users should be able to initiate and manage RingCX sessions from mobile browsers
    Platform should properly recognize supported mobile browsers
    If full support is not possible, provide:
    a mobile-optimized experience, or
    a clear and accurate compatibility message with guidance

    business impact:

    Limits agent and admin mobility
    Prevents users from handling calls or sessions while away from desktop
    Creates confusion due to misleading “unsupported browser” message
    Impacts customer experience and operational flexibility

    requested enhancement:

    Enable support for RingCX session initiation on:
    iOS mobile browsers (Safari/Chrome/Edge)
    Android mobile browsers
    Improve browser detection logic for mobile environments
    Provide fallback or limited functionality mode if full WebRTC support is not feasible
    Update error messaging to clearly indicate mobile limitation (if support cannot be implemented)

    workarounds:

    Use desktop or laptop with supported browsers (Chrome, Edge, Firefox)
    No viable mobile workaround currently available

    additional notes:

    This is a recurring customer inquiry and not an isolated case
    Similar requests have been raised regarding mobile accessibility and flexibility
    Aligning RingCX with mobile capabilities would improve competitiveness and user adoption

    background:
    Customers attempting to access RingCX using mobile devices (iPhone/iPad and Android) via supported browsers such as Chrome, Safari, Firefox, and Edge are encountering an error message stating:
    "You’re using an unsupported browser. Switch to the latest version of Chrome, Firefox or Edge to start a session."

    This occurs even when using updated versions of supported browsers.

    current behavior:

    Users can access the RingCX login page via mobile browsers
    Upon attempting to start a session, the system blocks access
    Error message indicates unsupported browser
    Issue is consistent across all browsers on iOS devices
    Similar limitations may occur on Android devices… more

    1 vote

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18. Screen recording via RingCX Embedded App

    In the current RingCX embedded App via CRM, the ability to capture agent screen recordings is not available, regardless of whether agent screen recording is enabled at the voice queue level.

    1 vote

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19. 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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    23 votes

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20. RingCX Realtime Reporting: Agent Disposition

    Proposed Enhancement Request:
    - Ability to view, in Live Reporting, when a call has ended and how long an agent remains in After Call Work status until they manually return to Available.
    - Ability to view when an agent completes their call disposition in real time.
    - Additional live reporting metrics or indicators that help supervisors monitor extended ACW activity and pending dispositions without needing to pull (historical) reporting.

    Current Limitation:
    - At this time, Admins/Supervisors/Managers can only determine ACW duration by pulling (historical) reports after the fact. There does not appear to be a live reporting capability that shows ACW duration or disposition completion status in real time.

    Business Impact:
    Adding these to Live Reporting would provide supervisors with:
    - Improved real-time workforce management
    - Better visibility into agent efficiency and adherence
    - Quicker identification of extended ACW times

    Proposed Enhancement Request:
    - Ability to view, in Live Reporting, when a call has ended and how long an agent remains in After Call Work status until they manually return to Available.
    - Ability to view when an agent completes their call disposition in real time.
    - Additional live reporting metrics or indicators that help supervisors monitor extended ACW activity and pending dispositions without needing to pull (historical) reporting.

    Current Limitation:
    - At this time, Admins/Supervisors/Managers can only determine ACW duration by pulling (historical) reports after the fact. There does not appear to be a live reporting capability that shows… more

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