1154 results found
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providing video of screen while on a call
providing video of screen while on a call
1 vote -
Call queue extension and Phone numbers must also display in the RingCX Corporate directory
When searching the Phonebook directory in RingCX, both the queue extension and the associated phone number should be displayed—even if the number is directly linked to the RingEX Call Queue group extension. The customer requests that the RingCX directory experience mirror the behavior and data visibility currently provided in the RingEX directory.
Current Behavior:
In RingCX, when users search the Phonebook directory, only the call queue name and extension are displayed. The associated phone number is not shown, even if one exists.Expected Behavior:
While using the keypad in the RingCX app, as users begin typing a queue name, the…2 votes -
ringcx for salesforce queue name
- Additional details for the feature that you are requesting: Requesting the source Queue to be visible when a call is received in Salesforce
- What is your use case for this feature request? We are a multi-branded company. When a call comes in, the phones team would like to be able to answer with the correct prompt (eg: "Thank you for calling <brand>, how can I help you?")
- What problem are you trying to solve or what problems does the current functionality cause? This is functionality that is available when using RingCX in the browser, but is not available in Salesforce.…
1 vote -
RingCX: Add Call Log and Report to Quick Access on Home Page
Currently, the RingCX home page has a "Quick Access" section. We would like to request the addition of two new, configurable links to this section: "Call Log" and "Reports."
Having these links readily available on the home page would save time and clicks for our agents and administrators, allowing them to quickly access key information and analytics without navigating through multiple menus. This feature would significantly improve the user experience and overall efficiency when using RingCX.
1 vote -
Voicemail Notification Emails for Voice Queues with Text Transcripts
Currently, text transcripts on voicemail notification emails from a voice queue are not available on RingCX like they are for RingEX.
11 votes -
Ability to Deactivate Agents and Retain Historical Reporting in RingCX
Customers need the ability to deactivate or disable agent accounts in RingCX instead of deleting them when an agent leaves. This feature should allow reassigning the license to a new agent without losing the historical reporting tied to the original agent’s profile. Currently, deleting an agent removes access to their historical data, and modifying profiles causes historical reports to reflect the new agent information, which is not ideal. Implementing this feature would help preserve valuable reporting data while efficiently managing license reassignments.
2 votes -
Improved alert system if no agent connected
Currently the brick positioned on the WF is based on the group ID to check if agents are connected when receiving a request, otherwise it should be configured the ID of agents with the competence corresponding to the request
For a shared team in which all employees do not take into account all customers, if an employee is connected but does not have the skills on an incoming request, no alert is issued because it is based on the group ID and therefore the entire team3 votes -
Deployment of RING CX application
Currently we use the application Ring CX to overcome the problem of pop-up, however it does not allow to code calls, nor to carry out call transfer. The roll-out of the Ring CX application, as announced later this year, should allow these features to be used.
Unable to code and transfer on the Ring CX application.Currently we perform these tasks (call end coding and call transfer) from the web interface, but this requires switching between tools (Ring CX application lient Ring CX web).
3 votes -
RCX RT Dashboard to Show Individual Caller Hold/Wait Time
Wallboard that will show how long each call has been in a queue individual hold time
and will show the total queued time for each caller.9 votes -
Impersonated admin showing incorrectly in the audit trail
We need an update to the Audit Trail.
Currently, if one person who is an Admin, logs in on behalf of User Name, then it shows the 'user' in the audit trail, not the 'admin on behalf of' details.
In Engage Digital, this shows "Admin on behalf of user X" as it does in RingEX.
15 votes -
Email reply positioning
For email replies or forwarded emails, can RCX move the most recent reply or forward to above the original email?
2 votes -
RingCX Voice Skill "Play Hold Time" Feature Enhancement Request
Current Behavior: The "Play Hold Time" feature will only play for callers after the first call in the queue (second, third, etc.) and they'll hear the queue time of the longest call in the queue (first queued caller), so if there are 10 callers in the queue, 2 - 10 will hear what call 1's (first queued caller) wait time has been. As in, the amount of time the longest call has been in the queue, so if caller 1 (first queued caller) in the queue has been in the queue for 30 minutes, the (second, third, etc callers) in…
6 votes -
RingCX | Contact Record for progressive or preview mode
Have the ability to display the contact records in progressive or preview mode
2 votes -
Historic Dashboard Widget calculations
Allow results of time based activities to be displayed within the widgets as cumulative hours instead of converting times over 24 hours to 1d. As an example, Agent Login Hours and/ or Available State Time will currently display in H:M, until H = more than 24. Then it displays as 1d xxh. Allow the result to remain in HH:MM instead of changing it to Day:Hour
1 vote -
Unified Call View – Active & Waiting Calls on One Screen
Customer Expectation:
Agents should be able to view all active calls and queued calls simultaneously within a single interface, with efficient use of available screen space. The goal is to minimize context switching and allow agents to manage their workload without navigating between tabs.Current Limitation:
RingCX requires agents to toggle between separate tabs to see active calls and queued calls. This design interrupts workflow, creates unnecessary clicks, and increases the risk of overlooking queued interactions—especially in fast-paced call environments.Benefits:
- Continuous Workflow: Agents can stay in one screen without breaking focus.
- Quicker Call Management: Immediate awareness of…1 vote -
Disable "You are now being connected" in RingCX Calls
Disable "You are now being connected" in RingCX Calls as some of the callers are unhappy about the notification.
1 vote -
View Waiting Contact Info In Embedded Agent
The existing embedded agent we use in ServiceNow from another vendor allows agents to see how many contacts are waiting from each channel in queue (phone, voicemail, digital). This is beneficial to the agent as they can quickly see how many contacts are waiting without needing to move their focus from the embedded agent or CRM product over to the RingCX analytics tab. Please add a visual indicator somewhere on the RingCX embedded agent so agents can see how many contacts are waiting in queues that the agent is assigned to.
1 vote -
Queue Event Number+Extension Transfers
Queue Events, Business Hours, and Business Hour overrides all allow calls to be transferred. These transfers rely on DID transfers with 10 digit phone numbers being used. We have a large number of call queues set up on RingEX that do not have a DID assigned, and we do not want DIDs on those call queues. Today, we are unable to transfer calls from a RingCX queue back to a RingEX extension without the use of a workflow. We'd like RingCX to support call transfers to a phone number + extension. Example: Queue Event DTMF key press 1 would perform…
1 vote -
Callback & Voicemail Module Contact Routing
When a caller is in the process of requesting a callback or leaving a voicemail, and an agent becomes available, the caller is left in those modules/processes instead of being routed to the agent that became available. Please add an option on a queue that controls what happens when a caller is requesting a callback or leaving a voicemail, so the queue can either be configured to:
1) Leave the caller to continue with their original operation of requesting a callback or leaving a voicemail.
2) Abort the original option of requesting a callback or leaving a voicemail, and route…1 vote -
Unavailable Code Logout Timer
NICE CXone has a "Agent Timeout" setting on each unavailable code. Please add the functionality to toggle on an "Agent Timeout" for each unavailable code. When enabled, and the agent reaches the value set for the timeout, the agent would be logged out of the RingCX system. This is useful for agents that put themselves into an unavailable code like Lunch, without realizing they are taking the rest of the day off. For example, most employees take a one hour lunch break. The "Agent Timeout" for the Lunch available could would be set to 120 minutes (two hours). The agent…
1 vote
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