1075 results found
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RingCX_Improvement for Country ANI / Country Geolocation ANI Metric
Goal: Customer needs to have a report where it can indicate how many calls they received for each country
-We tried to use Country ANI and Country Geolocation ANI Metric, however, it is only counting the number of call from a specific international ANI and not the total number of calls per country.
-We also tried to filter by ANI using wildcard but it is a limitation in RingCX
What we're trying to resolve: To get a custom reporting to classify calls and get total number of calls outside US
1 vote -
Show caller ID when Transferring Calls
The ability to show the name of the caller who initially made the call. Customer is having issues with the CallerID not updating when they are being transferred. She had called a user and the user transferred her to another user, but the CallerID still shows the original user who she had called and transferred the call away.
2 votes -
RingCX IVR option for Pre-Call Data Collection for Auto-Fill to Agent
A customer has requested the ability to configure a pre-call workflow that prompts callers to input key details such as:
Name
Address
Phone number
Email
Product type
Issue description
The goal is to collect this information before the call is connected to a representative, so that it can automatically populate the agent’s interface. This would reduce call handling time, improve agent preparedness, and enhance the overall customer experience.
Business Value:
Reduces time spent on data collection during live calls
Increases first-contact resolution likelihood
Improves accuracy and consistency of captured customer information
Enhances agent efficiency and customer satisfaction
Suggested Implementation:
Interactive…
1 vote -
RingCX: Ability to implement interaction restrictions on a digital inbox for a team of agents
I have a use case with an existing client that the heavily uses digital interactions. They have a requirement to be able to restrict access to interactions associated with specific channels to a team of people.
In RingCX currently, by design, the digital inboxes are just filters for interactions - they are not permissive or restrictive. Although the inbox can be filtered to display certain interactions, an agent can use the search facility to be able to search and view interactions across all channel.
The use case is that an client may wish to create a channel that is used…
1 vote -
download call recordings by date range not using the URL
- Cx needs to now how to download call recordings by date range not using the URL
- Additional details for the feature that you are requesting:
We want to be able to either request through customer service OR use a website to download call recordings in mass by date range, Caller ID and just date range for all calls.
- What is your use case for this feature request?
We can be audited by our various customers who generally are City or County governments.
- What problem are you trying to solve or what problems does the current functionality cause?
Audits
- How do…
1 vote -
Custom Intercept Handling for Terminating Calls with No Message
Hi Team,
I’d like to submit a feature request regarding how RingCentral handles call signaling when a terminating carrier fails to return an intercept message.
Current Behavior:
When calls are placed to numbers that are unassigned, disconnected, or otherwise unreachable, and the terminating carrier does not return a proper intercept message (e.g., “This number is not in service”), RingCentral simply passes through the signaling it receives. This may result in endless ringing or silence, causing confusion for users.Requested Enhancement:
Implement a mechanism or fallback behavior to better handle cases where no intercept message is returned—such as:Playing a generic…
1 vote -
Agent dashboards
Would like agents to be able to see other agents on their dashboard so they can see who is at lunch, who is currently on a call..etc..
2 votes -
RingCX - Survey report
The ability to get a report on surveys both for voice and digitial.
Ability to see how many surveys were sent, how many answered, results of the replies, overall score etc.
28 votes -
Option to Sort Old Messages/interactions at the Top
the client would like a feature to be added that allows users to sort message threads so that older interactions can appear at the top of the inbox in "All messages". This would be particularly helpful for:
-Quickly revisiting important past conversations without scrolling or searching.
-Managing long-term projects where older threads remain relevant.
1 vote -
Push Notification
There needs to be a pop out notification. Our Organization requires agents to be working across multiple apps using multiple screens. Since CX does not have a push notification to the actual computer system, notifications are very easy to miss, unless the CX window is up front and centered in its own window. This is counter productive as it takes an entire screen.
4 votes -
RCX Deskphone Pairing for Mitel Devices
Customers would like to have the ability to have Mitel Devices have control over the RCX app and controls via a deskphone, primarily the suite of Mitel Devices.
4 votes -
CNAM display in RingCX Real Time Dashboard
Have native CNAM resolution for RingCX to display in Real Time Dashboard. Currently RingCX Real Time dashboard requires third party CNAM resolution setup for the CNAM to be displayed in the Real Time Dashboard.
6 votes -
add calling function when in a chat
It would user friendly to add the ability to call a user from the chat UI when the customer wants to elevate the chat to a voice call (like it is possible to do with video)
Right now you have to copy and paste the phone number to the phone menu7 votes -
Integrations: RingCX for Zoho Embedded Agent, Digital Email having ability to expand either horizontally or vertically to see the full email
RingCX for Zoho Embedded Agent >Due to limited space, Digital Email seen in window is not large enough and cannot scroll to the edge of the email...Need the capability to scroll and see the full email either vertically or horizontally in some manner
1 vote -
Modify RingCx Integrated Cloud Destination / External Contact Center
Ability to access Cloud Destination outside RingCX to modify or configure
1 vote -
Assigning the email interaction to a group instead of manually selecting agents.
Ability to assign the email interaction to a group instead of manually selecting agents. Right now, we can only assign email interaction manually to an agent, but there is no option to create a group to assign the email interaction instead.
1 vote -
live agent state visibility for other agents in same queue
It would be very practical for agents in a queue to be able to see in the Ringcentral app who is logged into the queue, including their status, but without being able to see the KPIs of the other users, as is possible with the supervisor function.
Background: Possible coordination between agents regarding breaks, end of work, covering availability without data protection problems.1 vote -
Backup
Backup / export and restore / import options for
- voice queues
- digital queues with agent mappings,
- roles,
- user with queue mapping including rank or skills
- time settings.
the existing export functions, e.g. flows covers only a small part of settings.1 vote -
Multiple integration webservice endpoints per event for a queue
Currently for a voice queue in the integration section, you can only have one web service endpoint selected for an event like De-Queue Webservice, Agent Connect Webservice and Agent Termination Webservice. It would be nice to be able to send those events to two different environments - production and staging endpoints for testing.
1 vote -
Ability to park a RingCX call in a public location that can be picked up by RingCX or RingEX user
Our call center agents need the ability to park a call in a public location (*8## assigned by system) so that they can be picked up by a RingEX user calling that parked location. This can be done in RingEX, but not RingCX. Often calls come into our call center using RingCX that cannot be transferred because the RingEX user is busy on another call and the caller wants to wait. We don't want the RingCX agent to be tied up with a call on hold waiting.
1 vote
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