1443 results found

1. API

   Proposed Enhancement: Smarter Call Availability Signaling for Lead Vendor API
   We would like to propose an enhancement to RingCentral’s lead‑vendor call routing API to better support high‑volume call centers with large agent teams.
   Currently, when a lead vendor attempts to deliver a call, the API only performs a fixed number of availability checks (approximately 10 pings). In environments where a call center may have dozens or even hundreds of agents, this limitation creates a bottleneck and increases the likelihood of failed or prematurely rejected calls — even when agents are actively becoming available moments later.
   For larger call centers, this approach does not scale effectively.
   Problem

   Call centers with fluctuating agent availability need a real‑time, state‑aware mechanism to manage inbound vendor calls.
   A fixed number of pings does not account for:

   Large agent pools
   Rapid availability changes
   Call centers operating at near‑capacity throughout the day

   As a result, vendors may attempt to send calls when agents are unavailable, or abandon routing attempts too early when agents are about to become available.

   Proposed Solution
   We recommend enhancing the API to support agent availability awareness and dynamic call acceptance logic, including:

   Real‑Time Availability Signaling

   The API should be able to signal to lead vendors whether:

   At least one agent is currently Available and Ready, or
   No agents are available at that moment

   This allows vendors to intelligently decide whether to initiate or delay a call attempt.

   Call Gating / Intelligent Blocking

   When no agents are available, the API should indicate that calls should be temporarily blocked or queued, rather than repeatedly pinging or failing.
   Once an agent becomes available, the API should transition back to an “accepting calls” state.

   Scalable, Event‑Driven Model (Preferred)

   Instead of a limited ping‑based approach, an event‑driven or subscription‑based availability model would allow vendors to poll or receive status updates efficiently.
   This reduces unnecessary retries while improving call delivery success rates.

   Benefits

   Higher call connection rates
   Reduced dropped or rejected vendor calls
   Improved vendor trust and performance transparency
   Better support for enterprise‑level call centers
   More efficient API usage with less unnecessary traffic

   This type of intelligent availability handling would significantly improve RingCentral’s ability to serve large, high‑volume operations and strengthen integrations with lead vendors that rely on precise agent readiness signals.

   Proposed Enhancement: Smarter Call Availability Signaling for Lead Vendor API
   We would like to propose an enhancement to RingCentral’s lead‑vendor call routing API to better support high‑volume call centers with large agent teams.
   Currently, when a lead vendor attempts to deliver a call, the API only performs a fixed number of availability checks (approximately 10 pings). In environments where a call center may have dozens or even hundreds of agents, this limitation creates a bottleneck and increases the likelihood of failed or prematurely rejected calls — even when agents are actively becoming available moments later.
   For larger call centers, this… more

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2. Add “All Messages” View for RingCX for HubSpot Embedded Agent

   Add “All Messages” View for RingCX Embedded Agent in HubSpot

   Description:
   Currently, agents using the RingCX embedded Agent in HubSpot can only see active or open messages. There is no option for agents to view old or closed messages within the same interface similar to what is currently available in the native RingCX web version.

   Requested Feature:
   Add an “All Messages” view or filter in the RingCX embedded Agent for HubSpot so agents can easily access and review previous or closed interactions.

   Value/Benefit:

   1. Provides agents with full conversation history for better context.

   2. Improves customer experience by avoiding repeated questions.

   3. Increases agent productivity by eliminating the need to switch between systems to find past messages.

   Who needs this:
   All agents using RingCX embedded in HubSpot who handle customer messaging and need to reference conversation history.

   Add “All Messages” View for RingCX Embedded Agent in HubSpot

   Description:
   Currently, agents using the RingCX embedded Agent in HubSpot can only see active or open messages. There is no option for agents to view old or closed messages within the same interface similar to what is currently available in the native RingCX web version.

   Requested Feature:
   Add an “All Messages” view or filter in the RingCX embedded Agent for HubSpot so agents can easily access and review previous or closed interactions.

   Value/Benefit:

   1. Provides agents with full conversation history for better context.

   2. Improves customer experience by avoiding repeated questions.

   3. Increases… more

   8 votes

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3. Intelligent Grouping of Lead-Related Emails in RingCX

   Customers using multiple lead-generation systems receive separate email notifications for the same lead. These individual emails are routed independently through the RingCX email channel, which can result in multiple agents contacting the same lead. We are requesting an enhancement that allows RingCX to intelligently identify and group emails related to the same lead and route them consistently to a single agent.

   Requested Enhancement:

   Add functionality that allows the email channel to intelligently group or associate emails related to the same lead, even when they originate from different systems.

   Example approaches could include:

   Identifying leads based on shared data fields (e.g., name, phone number, email address).

   Allowing customers to define custom rules for grouping related notifications.

   Routing multiple lead-related emails to the same agent or thread once identified.

   The goal is to ensure consistency, reduce duplicate outreach, and provide a streamlined experience for agents.

   This feature is being requested due to real challenges reported by customers receiving multiple lead notifications through different systems and experiencing confusion within the RingCX email queue.

   Customers using multiple lead-generation systems receive separate email notifications for the same lead. These individual emails are routed independently through the RingCX email channel, which can result in multiple agents contacting the same lead. We are requesting an enhancement that allows RingCX to intelligently identify and group emails related to the same lead and route them consistently to a single agent.

   Requested Enhancement:

   Add functionality that allows the email channel to intelligently group or associate emails related to the same lead, even when they originate from different systems.

   Example approaches could include:

   Identifying leads based on shared data fields (e.g.,… more

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4. Add Priority event to requeue calls when agents are busy/unavailble but connected to the queue

   Currently, the only possibility is to add a priority event No Agents Signed In that will requeue calls to another queue when agents are not signed in to the queue. However, it would be interesting to add a new event based on the agents' busyness/availability on the queue.

   Expected behavior:
   If all agents are busy with other calls, new calls should not be waiting in the queue for the next available agent. What we need is for this call to be requeued to another queue

   We used the Max Queued Calls and tried setting it to 1 but if agents are busy with calls, we allow the first new caller to enter the queue and wait for the next available agent. Following calls will be requeued as expected but not the first one

   For more context see case 29665410

   Currently, the only possibility is to add a priority event No Agents Signed In that will requeue calls to another queue when agents are not signed in to the queue. However, it would be interesting to add a new event based on the agents' busyness/availability on the queue.

   Expected behavior:
   If all agents are busy with other calls, new calls should not be waiting in the queue for the next available agent. What we need is for this call to be requeued to another queue

   We used the Max Queued Calls and tried setting it to 1 but if agents… more

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5. Automatically set agent state back to Avaialble after RNA by timeout

   1. Additional details for the feature that you are requesting:
   2. What is your use case for this feature request? Agents with multiple roles leave their desk throughout the day.
   3. What problem are you trying to solve or what problems does the current functionality cause? If agents forget to check status they do not receive calls when needed.
   4. How do you want the feature/product to work (proposed solution)? Have a setting in the Agent Roles or Queue general settings to disable the RNA status and/or set a timer.
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   Needs More Information  ·  0 comments  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
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6. 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.

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   Under Review  ·  2 comments  ·  Automated outbound dialing, campaign & lead mngmt  ·  Delete…  ·  Admin →
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7. Analytics Real-Time Dashboards - Add a Real-time Agent Widget Organized by Queues

   It would be helpful to be able to create a widget/tile for individual inbound queues. Each row of the widget would show the agent name and their interaction data just like in the Real-time agent widget. Except we'd be able to instantly see the names of all the agents signed into each queue as these widgets would dynamically update as agents are assigned/unassigned to the queues.

   There is an existing "Inbound" widget which only "provides a row of overall metrics for each inbound queue"

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8. SMART ACR

   We're using a short "silent" message as the Auto Record notification, which I won't turn off. SMART ACR isn't functioning, and we're exploring alternative solutions. RingCentral's marketing of this feature doesn't match its performance, as evidenced by customer complaints on community boards.

   I won't revert to the original setup for testing. This seems to be a known issue that hasn't been resolved. The feature isn't working on any of our lines, inconsistently presenting notifications even when it shouldn't based on caller location. Your system is not functioning correctly.

   2 votes

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9. Enhanced Agent Dashboards for Queue Visibility and Custom Statuses

   Currently, RingCX agents have limited visibility into calls across queues, agent availability, and overall queue activity. While supervisors can see more detailed information, agents themselves cannot access this data without compromising security. Existing workarounds, such as using JWT tokens, are not viable as they grant access to admin settings and analytics, creating a significant security risk.

   Agents would benefit from a dedicated dashboard that provides real-time visibility into calls, queue status, and agent availability without exposing KPIs or sensitive information from other agents. This would also support coordination among agents for breaks, shift changes, and coverage planning.

   We request the creation of enhanced Agent Dashboards that provide:

   1. Queue Activity Visibility:

   Real-time view of calls coming into queues relevant to the agent’s role. Information on which agents are logged into the same queue and their availability.

   1. Secure Role-Based Access:

   Agents only see data relevant to their team/queue. No exposure to admin dashboards or sensitive KPIs of other agents. Avoids unsafe workarounds like JWT tokens.

   Proposed Solution Features:

   Dedicated dashboard for agents within RingCX app.

   Real-time display of calls in assigned queues.

   Live visibility of agents in the same queue, including status, with option to show or hide KPIs.

   Role-based restrictions to ensure data security and compliance.

   Option to have notifications or indicators for agent availability and queue activity.

   Benefits

   Agents can better coordinate breaks, coverage, and workloads, improving overall efficiency.

   Real-time queue visibility helps agents respond faster, enhancing customer service.

   Agents see only relevant data while sensitive information remains protected, ensuring security

   Supports diverse workflows and aligns real-time operations with analytics, increasing flexibility

   Currently, RingCX agents have limited visibility into calls across queues, agent availability, and overall queue activity. While supervisors can see more detailed information, agents themselves cannot access this data without compromising security. Existing workarounds, such as using JWT tokens, are not viable as they grant access to admin settings and analytics, creating a significant security risk.

   Agents would benefit from a dedicated dashboard that provides real-time visibility into calls, queue status, and agent availability without exposing KPIs or sensitive information from other agents. This would also support coordination among agents for breaks, shift changes, and coverage planning.

   We request the… more

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10. automatic bi-directional real-time voice translation

    We’d love to see real-time, bi-directional voice translation added to the Roadmap for RingCX.

    This would automatically translate conversations between agents and customers speaking different languages, directly within the RingCX platform.

    Business Impact
    - Improve Customer Experience: Agents can support customers in any language without delays or third-party tools.
    - Increase Efficiency: Eliminates the need for manual translation or external interpreters.
    - Support Global Teams: Makes RingCX ideal for multinational operations and multilingual customer support.
    - Reduce Costs: Cuts overhead for translation services while ensuring consistent service quality.

    Suggested Functionality
    - Translate voice conversations in real time (both directions).
    - Support major languages commonly used by customers.
    - Option to toggle translation per call.
    - Optional transcription logs with both original and translated text.

    We are happy to participate in beta testing when the feature is developed. Even a long-term timeline for this capability would help plan our operations.

    Our key languages are:
    English (this would assist client side translations)
    French (FR-CA and FR-FR)
    German
    Spanish (ES-ES)
    Portuguese (PT-BR)

    Thank you.

    We’d love to see real-time, bi-directional voice translation added to the Roadmap for RingCX.

    This would automatically translate conversations between agents and customers speaking different languages, directly within the RingCX platform.

    Business Impact
    - Improve Customer Experience: Agents can support customers in any language without delays or third-party tools.
    - Increase Efficiency: Eliminates the need for manual translation or external interpreters.
    - Support Global Teams: Makes RingCX ideal for multinational operations and multilingual customer support.
    - Reduce Costs: Cuts overhead for translation services while ensuring consistent service quality.

    Suggested Functionality
    - Translate voice conversations in real time (both directions).
    -… more

    2 votes

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11. CallerID

    Customers should have the option to be able to set a name under caller IDs when calling outbound to their customers. Customers are more likely to pick up calls with an identified buisness name rather an unknown number.

    2 votes

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12. Include Digital State of Agents

    At the moment, agents show as "Available" even though they are handling digital contacts. We would like to request a feature to show the digital state of agents in the supervisor page and analytics.

    2 votes

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13. Salesforce embedded Agent to have "All messages" for agents to view old/closed messages

    Salesforce embedded Agent to have "All messages" for agents to view old/closed messages

    If its an old message , agents need to check photos or videos through text but it disconnects them from the Salesforce call since RingCX agent can only have one login session at a time

    10 votes

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14. Retrieve/recover deleted voice queues

    It would be helpful and beneficial if there were an option to retrieve/recover voice queues/workflows/users that were deleted by an admin/user.

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15. Option to Prevent Agents from Declining Digital Interactions in RingCX

    Feature Request:
    Add a configurable setting in RingCX Admin that allows administrators to prevent agents from declining messages from digital interactions (e.g., chat, messaging channels).

    Use Case:
    Currently, agents have the ability to decline incoming digital interactions. In some operational environments, this can lead to delays in customer responses or uneven workload distribution. Administrators may prefer to enforce automatic acceptance or routing of these interactions once they are assigned to an agent.

    Requested Capability:
    Introduce an admin-level setting that enables administrators to:

    Disable the ability for agents to decline digital interactions.
    Ensure assigned digital messages must be accepted or automatically handled by the agent.
    Maintain consistent service levels and improve response times.

    Benefits:

    Improved customer response times
    Better workload management across agents
    Reduced risk of missed or repeatedly declined digital interactions

    This setting would give contact centers greater control over how digital interactions are handled and help ensure a more consistent customer experience.

    Feature Request:
    Add a configurable setting in RingCX Admin that allows administrators to prevent agents from declining messages from digital interactions (e.g., chat, messaging channels).

    Use Case:
    Currently, agents have the ability to decline incoming digital interactions. In some operational environments, this can lead to delays in customer responses or uneven workload distribution. Administrators may prefer to enforce automatic acceptance or routing of these interactions once they are assigned to an agent.

    Requested Capability:
    Introduce an admin-level setting that enables administrators to:

    Disable the ability for agents to decline digital interactions.
    Ensure assigned digital messages must be accepted or automatically… more

    1 vote

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16. RingCX for Salesforce Auto-linking for outbound calls and outbound dialer calls

    To allow auto linking for outbound calls and outbound diealer calls

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17. AI summaries language dependencies

    the AI summaries in RCX instance must support multi language regardless of the RCX instance main language: even if the main instance language instance, conversations in other languages that are supported by the feature should be also summarized

    5 votes

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18. Max allowance by queue to allow omni-channel management without affecting chat availability

    Problem:
    With our continued efforts to provide CX only to clients who will not be using our in-house CRM, we plug all of their channels directly into RingCX however this now leaves us with the inability for agents to manage different channels queues simulatenously (e.g. chat and emails combined) without using the ""cherry pick"" method of working through the ""all messages"" tab which isn't an option for us to ensure we maintain SLA's for all clients and always work from the eldest messages.

    The feature request:
    Allow an option to manage multiple queues with different max interaction allowances e.g. web messaging queues 3 max interactions, email channel queues 5 max interactions.

    Why it matters:
    This ensures that the chat availability feature which helps to maintain our tight chat SLA's is not hindered when agents are also on email channels, as the chat availability feature goes on a queue level.

    Problem:
    With our continued efforts to provide CX only to clients who will not be using our in-house CRM, we plug all of their channels directly into RingCX however this now leaves us with the inability for agents to manage different channels queues simulatenously (e.g. chat and emails combined) without using the ""cherry pick"" method of working through the ""all messages"" tab which isn't an option for us to ensure we maintain SLA's for all clients and always work from the eldest messages.

    The feature request:
    Allow an option to manage multiple queues with different max interaction allowances e.g. web… more

    1 vote

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19. Improve Readability of Call Transcripts in RingCX

    The current transcript display in RingCX is difficult to read due to formatting and layout issues. Enhancing the transcript’s clarity and visual presentation would greatly improve user experience and efficiency when reviewing calls.

    5 votes

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20. RCX | Call recording Controls for Supervisor

    Allow the ability to control the call recording of the supervisor when they barge in, Monitor, and take over the call regardless of the call recording settings of the Voice Queue.

    Currently when the supervisor takes over the call the call recording stops if the Voice Queue call recording settings is set to Do Not Record On transfer.

    5 votes

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