1443 results found
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Clarify Error Message for Unsupported Transfers from RingCX to RingEX Extensions
Currently, when agents using RingCX attempt to transfer a call to a RingEX extension via the corporate directory, the system presents a misleading "congestion" error. This message suggests a network or capacity issue when the true cause is that transfers to RingEX extensions are not supported in RingCX.
This leads to agent confusion, unnecessary troubleshooting, and increased support tickets. We request a clearer, more accurate system message such as "Unsupported transfer destination" or "Transfers to RingEX extensions are not currently supported" to replace the generic "congestion" message in these cases.
6 votes -
SMS Templates (Reply Assistant)
Have Reply assistant appear on initial outbound message for SMS. currently it works on replies but not on the initial outbound message. SMS templates work but not in HubSpot/My Messages in initial outbound SMS; workaround is to use “All Messages”
3 votes -
Hold Feature Enhancement
Lack of clear hold indication creates compliance and customer experience risks.
Inability to confidently place a member on hold or manage multi-party communication interrupts workflow efficiency.Feature Request:
Add a clear visual indicator or status confirming when a member is on hold.
Enable a true multi-line experience, where agents can:
Put the member on hold.
Speak privately with a help desk or back office.
Resume the call with the original member after the side conversation.
Improve supervised transfer behavior to ensure the original caller is reliably placed on hold while internal consultations occur.
4 votes -
Smart Automatic Close for Live Chat Scope Configuration
Currently, when creating a digital channel, if you choose the "Enable Live Chat" option in the Scope Configuration section, you do not get the ability to set up the Automatic Smart Close configuration. The feature is available for all other options.
3 votes -
Option for the customer to have RingCX Knowledgable Tools to read logs
Customer wants to know how to read logs so they can process troubleshooting on their end. What we have for now is to have them retrieve the logs and send it to our internal team so they can read it. It would be time efficient if they can also read the logs.
2 votes -
RingCX API should expose agent statuses (availability and offhook state)
The RingCX API should expose agent statuses (such as availability and offhook state) in addition to supporting event subscriptions.
3 votes -
Spanish Language option for the instructions to hold your place in line
The instructions the caller hears to enter their number for a callback are only in English. Would like the option to upload my own prompt to customize the language or be able to choose a language for each flow.
2 votes -
RingCX should be compatible to all Headsets
Currently, RingCX is only compatible with RingCentral-recommended headsets. We are requesting to expand the compatibility of all headset brands, not just RingCentral-recommended headsets.
3 votes -
Have a single page for Supervisors to see Stats and Supervisor tab data.
Today if you want to view call stats such as seeing how many are in queue, a supervisor has to switch between Stats and Supervisor tab to monitor both.
It would be nice to have one view to see all relevant information about the current stat of the queue and agents together. Essentially combining Stats & Supervisor tabs together.
Having a few like this backed behind permissions so even Agents could have a similar view but not have the supervisor controls like listen would be ideal. It let's agents manage their times and breaks better knowing the status of other…
3 votes -
RCX Feature Request: Auto-Assign Supervisor Access Based on Group Membership
Currently, it is not possible to automatically grant Supervisor access when an agent is added to a specific Group of Agents in RingCX. At present, enabling Supervisor access requires manual configuration through the Agent profile:
Navigate to: Agents > General > Agent Type
Change the type to Supervisor to allow monitoring capabilities while retaining agent functionality.
Then, under Supervisor Settings, manually assign which agents they will supervise by checking names under Supervises > All.
We recognize that automating Supervisor access based on group membership would significantly streamline onboarding and role management processes. As such, I’ve submitted this as a Feature…
2 votes -
SayVAR Node: Option To Save Text2Speech As Audio File
The SayVAR Node in Workflows allow you to enter in Text 2 Speech. Whilst this feature is excellent, it has to render the speech for every call.
As an idea to improve this feature, adding the ability to automatically render and save the Text 2 Speech as an audio file within the SayVAR node would massively improve efficiency, resilience, and reduce costs - adding a lot of convenience to the system.
14 votes -
RCX/REX Zendesk parity
The integrated CX Zendesk application (and the CX browser application in general) was that the popup only appears inside of the Zendesk browser, it doesn’t appear as a new popup or window over all other windows. Our agents do work with two screens, however if they have a PDF attachment open, and our ERP on the other screen, Zendesk is not prominent and we might miss the popup alerting them of the call.
The application for EX pops a window up over all other windows, alerting the agent of the inbound call no matter how many windows they have open…
1 vote -
Caller ID when transferring a call.
Display the Outside Caller ID when a call is forwarded. I would like to see the caller's ID and not that of the extenstion who forwarded the call.
8 votes -
Rule/Time to set up when RingCX Alerts Notification Email will be sent.
A rule should be added for the ability to set up a time when Alerts Notification Emails will be sent. Current behavior, notifications will be sent anytime when the rule is met per Interval, with no option to set up a time.
9 votes -
Automatic Login and Schedule-Based Agent Availability in RingCX
Customers are requesting the ability to automate agent login and status management within the RingCX platform. Specifically, they are looking for a feature that allows setting a predefined schedule (e.g., Monday to Friday, 8:00 AM to 4:00 PM) during which an agent is automatically logged in and placed in an "Available" status. This would eliminate the need for agents to manually log in and out of RingCX daily.
This functionality would improve operational efficiency, ensure timely availability, and help avoid missed logins or agent delays—especially in environments with strict schedule adherence requirements. This could also potentially integrate with workforce management…
4 votes -
The customer wanted the option to change the Inbound call detail information in the RingCX|Agent application from DNIS to Caller ID Name.
The customer wanted the option to change the Inbound call detail information in the RingCX|Agent application from DNIS to Caller ID Name.
8 votes -
Enable Call Controls in RCX Agent UI when dialing Mobile Numbers
When placing a call through the RCX Agent UI, Agent Call Controls are only shown when a 200 OK is returned. This is standard for landline numbers, however when dialing a cell, we do not get a 200 OK until the called party picks up. Customer would like to enable Agent Call Controls to show when a 180 RINGING or 183 SESSION PROGRESS is returned. This would allow Agent Call Controls to show when dialing Mobile numbers as well.
24 votes -
RingCX Phonebook Export option
Title: Add Export Option for Phone Book in RingCX
Description:
It would be highly beneficial to have an Export option for the Phone Book in RingCX. This feature would allow users to easily back up, share, or manage contact data outside the platform. Currently, there is no built-in way to export entries, which limits flexibility and efficiency for users managing large contact lists.Use Case:
Users need to extract contact information for reporting, auditing, or migration purposes. An export function (e.g., to CSV or Excel) would streamline these tasks and reduce manual effort.3 votes -
Ring all available user
Have a setting in a queue/skill to ring all available users
2 votes -
Place a calendar so team can set appointments for the sales department
I like to have a calendar on the home page , so team set appointments for my sales team
And everyone can set and assign appointments to a sales person for follow up2 votes
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