1590 results found
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Remove authentication requirement for accessing call transcript URLs
Description:
Currently, users are required to log in before they can access transcript URLs. We would like to request an enhancement to allow direct access to transcript URLs without requiring authentication.Current Behavior:
- When a transcript URL is accessed, the system prompts the user to log in
- Users must authenticate even when the link is already shared internally or externallyRequested Behavior:
- Transcript URLs should be accessible without requiring a login
- Access should be granted directly via the URL (read-only view preferred)
- Optional: ability to set security controls (e.g., token-based or time-limited access)Business Impact:…
1 vote -
Call Parking in RingCX
Not having park in the CX platform creates a large problem for our users. Having the ability for CX users be able to park calls for both CX users as well as EX users would make the pain of switching to Ringcentral much easier. I have been told that call centers simply do not use park but I think that is not a true statement. We have 80 employees and several queues. some queues are on the EX side and some on the CX. We are not the typical call center but we wanted the Queued callback and the ability…
26 votes -
RCX | DNC list bulk removal
Have the option to bulk remove the DNC list. Currently the customer can only remove 1 by 1. This will help save time for the customer that wants to remove the DNC list manually in bulk.
5 votes -
Enable DNIS notifications for numbers routed through RingCX Workflows
Enable DNIS notifications for numbers routed through RingCX Workflows
The customer is requesting the ability to configure missed call notifications specifically for their RingCX inbound traffic.
1 vote -
Option for AI Summary that is triggered when a specific disposition is used.
Would like an option for AI Summary that is triggered only when a specific disposition is used.
1 vote -
BeeTexting and Salesforce
Request enhancement for coexistence support between RingEX for Salesforce and BeeTexting Shared Inbox, specifically to improve or preserve accurate contact ownership attribution when both solutions are used simultaneously within Salesforce.
1 vote -
Ignored/Muted Messages Reporting
We would like to be able to have either a report that can be scheduled or an alert that sends a message when a digital interaction has been ignored or muted. We are experiencing issues where messages are being auto-ignored or ignored accidentally by an agent and we need to be able to see and review when that happens to make sure that the interaction didn't actually require a response.
1 vote -
Local bucket/connect based RingCX analytics report
Local bucket/connect based RingCX analytics report. A kind of report/custom report that will show the usage of their local connect/bucket.
9 votes -
Qualified Dispositioned Break out/Drop Down Report
Dialer: They would want a complete list of positively dispositioned lead that generated. Customer stated that they would want a separate list/stand alone reporting (Specified Qualified disposition excel/.csv file).
8 votes -
To Have Start and End Time Attributes in RingCX for Salesforce
We would like to request the addition of attributes in RingCX for Salesforce that capture both start and end times. This functionality would provide better tracking, reporting, and integration with workflows, ultimately improving visibility and efficiency for users.
7 votes -
Allow RingCX alerts to be sent to multiple selected users
It would be highly beneficial if RingCX alerts allowed Admins to select multiple users as recipients within a single alert configuration.
At present, alert routing appears to require either:
Single-user targeting, or
Separate configurations per user
This increases administrative overhead and makes alert management more difficult at scale.
Enhancing this to support multi-user selection would:
Reduce duplication of alert configurations
Improve scalability for larger teams
Ensure consistent notification distribution
Simplify ongoing maintenance
This is especially important for operational alerts that need to notify multiple Supervisors or stakeholders simultaneously.
2 votes -
Automatic Queue Log Out After Configurable Inactivity / Time Threshold
It would be highly beneficial to introduce a configurable automatic log-out feature for agents after a specified time threshold (e.g. end of shift or defined inactivity period).
Key requirements:
Admin-defined time threshold
Agents on an active call at the time of trigger would not be interrupted
Once the active call ends and the agent submits the disposition, they should not return to Available, instead, they should automatically be logged out of all queues
This would:
Improve queue governance and SLA integrity
Prevent agents remaining accidentally logged in after shifts
Reduce manual supervision effort
Support stronger adherence and workforce management controls
…
2 votes -
Inbound Queue Callback - option to record caller's name
Add the ability to have the caller requesting a callback record their name.
This is needed for customers that may not have a direct phone number, and only a main company phone number.
Issue:
When our customers input a main company phone number for a callback in queue, our agents don't know who requested the callback. The CX system just calls back the number the customer entered. If that happens to go to a receptionist or an AA menu, the agent doesn't know who requested the call. This is bad for our agent productivity and for the customer because they…17 votes -
Simultaneous Ring option for Call Queues/Skill
It would be nice to have an option to ring all agents simultaneously under a Call Queue. This would:
• Provide the possibility of a shorter wait time for callers
• Avoid caller abandons
• Help in user data analyzation on who picks up the most/least calls19 votes -
Update Documentation – Remove/Revise “Global Audio” Instructions
Article Reference:
https://support.ringcentral.com/article-v2/Uploading-an-audio-file-in-RingCX.html?brand=RingCentral&product=RingCX&language=en_USSummary:
Request to update the existing support documentation for uploading audio files in RingCX by removing or revising references to the “Global Audio” option to prevent confusion for users who do not have access to this feature.Problem Statement:
Customers following the current documentation encounter confusion when instructed to use the “Add Global Audio” option, as this feature is not visible or available in all accounts or environments. This leads to:Misalignment between documentation and actual UI
Increased support inquiries
Delays in customer configurationCurrent Behavior:
The article includes steps referencing the Global Audio feature, which is…1 vote -
Visibility of Pending Messages Count per Conversation
Requested Evolution / Expected Outcome
Restore or introduce the ability for agents to see the number of pending/unread messages directly at the conversation level, for example by:displaying the pending message count in the conversation bubble in task mode,
or exposing a clear indicator within the conversation list or header,
ensuring the count updates in real time as messages are processed.Business Impact
Without this evolution:task prioritization is less efficient,
workload balancing across conversations and agents is more difficult,
overall handling time and agent efficiency may be negatively impacted.Providing clear visibility of pending message counts would significantly improve…
1 vote -
Consistent Conversation Identification Between Historical Exports and New Reporting
Expected Outcome / Requested Evolution
Provide a solution that enables reliable conversation matching between historical exports and the new reporting, for example by:exposing a stable and persistent conversation/thread identifier shared across legacy exports and the new reporting module, or
providing a mapping mechanism between historical contentthreadid values and the new conversation identifiers (UID / UUID), or
adding a field in the new reporting that explicitly references the historical conversation identifier.Business Impact
Without this evolution:historical vs. current conversation analyses cannot be reconciled,
longitudinal KPIs and trend analysis are not reliable,
manual and error-prone reconciliation is required.1 vote -
Consistent Agent Identification Across Historical and New Livechat Reporting
Expected Outcome / Requested Evolution
Provide a solution enabling reliable agent matching across historical and new reporting data, for example by:exposing a stable and unique agent identifier shared across legacy exports and the new reporting module, or
providing a mapping table between historical agent IDs and the new identifiers (UID / UUID), or
exposing an additional field in the new reporting that allows reconstruction of this mapping.Business Impact
Without this evolution:agent-level historical analyses are incomplete or inaccurate,
trend analysis before vs. after the reporting migration is not reliable,
manual reconciliation work is required, with a high risk…1 vote -
Enhanced Playback Controls & Dual-Channel Visualization for RingCX Recordings.
Please consider an update to the RingCX Call Recording interface to include advanced playback navigation (Fast Forward/Rewind) and a visual "Dual-Channel" waveform. Currently, the playback experience requires manual scrubbing and active listening to distinguish between speakers, which slows down the auditing and coaching process.
Key Feature Requests
Granular Playback Controls: Add dedicated "Skip Forward" and "Skip Backward" buttons (e.g., in 5 or 10-second increments). This allows users to quickly bypass hold music or repetitive disclosures without losing their place.Split-Track Visualization (Agent vs. Customer): Implement a visual waveform or timeline that clearly distinguishes the Agent's audio from the Customer's audio.
…
3 votes -
RingCX callback in queue
Significantly improve the RingCX callback in queue experience for callers. Here's a breakdown of the issues and how to address them, focusing on making the text-to-speech (TTS) more natural:
Key Issues Identified:
Mixed Gender Voices: The callback message currently starts with a male voice and switches to a female voice. This can be jarring and unprofessional.
Outdated/Robotic Text-to-Speech: The TTS used to read and verify the phone number sounds old and unnatural, which negatively impacts the caller experience.
Solutions and Recommendations:- Unify and Improve Voice Consistency:
Custom Audio Recordings: The most direct way to ensure consistent and natural-sounding voices is…
13 votes
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