1590 results found

1. RingCX eature Enhancement Endorsement: Independent Auto Answer Settings for Predictive Dialer and Inbound Calls

   Hello RingCentral Developer Team,

   Good day.

   I would like to formally endorse a Feature Enhancement request for one of our clients, Taxing Authority Consulting Services, PC, following confirmation from the RingCX team that this functionality does not currently exist and would require enhancement.

   Background:
   The customer operates in a mixed environment where agents are assigned to both:

   Predictive Dialer campaigns

   Inbound queues

   At present, enabling Auto Answer — necessary for agents to properly receive calls via the Predictive Dialer — also causes Inbound queue calls to be auto-answered. This creates challenges for their workflow since the handling approach for these two call types differs.

   Requested Enhancement:
   The customer is requesting the ability to:

   Enable Auto Answer only for Predictive Dialer calls

   Disable Auto Answer for Inbound queue calls

   Essentially, they’re asking for separate Auto Answer settings per call type. This would allow:

   Predictive Dialer calls to be auto-answered as required

   Inbound calls to be manually answered by agents

   Business Impact:
   This separation is critical for their operational workflow, agent readiness, and call handling efficiency. Without this feature, agents participating in dialer campaigns cannot effectively manage inbound calls, limiting flexibility and productivity.

   Request for Consideration:
   We would like to formally request that this be considered for future development as a feature enhancement.

   While we understand that there’s currently no set timeline for implementation, your input and prioritization of this request would provide valuable improvements to customer experience and platform flexibility moving forward.

   Thank you very much for your time and consideration.

   Hello RingCentral Developer Team,

   Good day.

   I would like to formally endorse a Feature Enhancement request for one of our clients, Taxing Authority Consulting Services, PC, following confirmation from the RingCX team that this functionality does not currently exist and would require enhancement.

   Background:
   The customer operates in a mixed environment where agents are assigned to both:

   Predictive Dialer campaigns

   Inbound queues

   At present, enabling Auto Answer — necessary for agents to properly receive calls via the Predictive Dialer — also causes Inbound queue calls to be auto-answered. This creates challenges for their workflow since the handling approach for these… more

   11 votes

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2. RingCX Voicemail Access in Call Logs

   Option to retrieve the voicemail (deleted or not) through call logs - to have call logs as well

   6 votes

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3. IVA Custom Role Toggle

   Arrowhead would like the ability to lock down the AI Tools section of the platform. Currently, there is no toggle within the Custom Role creation tool to limit Admins ability to change/ or view only AI Knowledge Base, IVA Integrations or the AI Engine. Any Admin can modify this section of the platform. Their desire is only a select few admins have the ability to change that area of their platform and filter all changes through their IT department.

   Proposed Solution: Create Toggle within Custom Roles to "View only" or completely hide that section of the RingCX Admin.

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   3 votes

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4. Shorten RingCX Historical Report Refresh Time Rate

   Historical reporting may take up to an hour to populate, with an official timeframe of 15–60 minutes as specified by the product team. The customer has requested that the reports be available in near real-time.

   22 votes

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   Under Review  ·  3 comments  ·  Realtime & historical analytics  ·  Delete…  ·  Admin →
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5. Separate Notification Audio from Headset Audio

   Feature Request Documentation

   Customer statement:
   We had some agents who wanted to have the incoming call/email notifications to play over their speakers but have all other audio play into their headset.

   Requested functionality:

   Ability to separate notification audio (ring tones, alerts for calls or emails) from regular media/audio (calls, music, system sounds).

   Notification audio should be configurable to play through device speakers, while regular call/audio continues through headset.

   Use case / rationale:

   Agents can be notified of incoming calls or messages without removing their headset or interrupting ongoing work.

   Helps improve awareness of incoming communications while maintaining audio privacy and focus.

   Priority: Medium (enhances user experience and workflow efficiency)

   Platform / environment: RingCentral softphone / desktop app

   Feature Request Documentation

   Customer statement:
   We had some agents who wanted to have the incoming call/email notifications to play over their speakers but have all other audio play into their headset.

   Requested functionality:

   Ability to separate notification audio (ring tones, alerts for calls or emails) from regular media/audio (calls, music, system sounds).

   Notification audio should be configurable to play through device speakers, while regular call/audio continues through headset.

   Use case / rationale:

   Agents can be notified of incoming calls or messages without removing their headset or interrupting ongoing work.

   Helps improve awareness of incoming communications while maintaining audio privacy and… more

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6. 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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7. 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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8. 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

   2 votes

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9. 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

   2 votes

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10. 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.

    7 votes

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11. 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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12. Remember Agent Selected Voice and Digital Queues at Next Login Checkbox

    I would like to suggest and enhancement to simplify the agent login experience when agents are assigned to multiple queues but only need to be available for a select few.

    For example, all queues assigned to an agent are automatically selected when the agent signs in. If the agent only needs to be available for one or a few of those queues on most days they would need to deselect the majority of queues each time they sign in.

    Adding a “remember selected queues at next login” checkbox would remove the need to select/deselect queues for an agent at next login if they need to generally make themselves available for the same queues at each login simplifying the process and Agent experience.

    I would like to suggest and enhancement to simplify the agent login experience when agents are assigned to multiple queues but only need to be available for a select few.

    For example, all queues assigned to an agent are automatically selected when the agent signs in. If the agent only needs to be available for one or a few of those queues on most days they would need to deselect the majority of queues each time they sign in.

    Adding a “remember selected queues at next login” checkbox would remove the need to select/deselect queues for an agent at next… more

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    24 votes

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13. 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

    3 votes

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14. 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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15. Share Dashboards outside Admin Hierarchy

    Currently, only parent level admins have the highest privileges sharing real time dashboards; equal level users can share among each other but not up to their parent admin, and users who are lower on the hierarchy can't share dashboards with other admin users outside of their hierarchy.

    There should be a security or general setting that enables admins to share dashboards outside of their own hierarchy.

    8 votes

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16. RingCX Manual outbound calls have automated greeting informing the customer that the call is recorded

    Currently when an agent performs a manual outbound calls it would be better to have a greeting that will be played to the customer side so the customer is aware that calls are actually recorded.

    9 votes

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17. 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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18. 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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    Needs More Information  ·  0 comments  ·  Integrations & APIs  ·  Delete…  ·  Admin →
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19. 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.

    1 vote

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20. 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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