1443 results found
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Real time dash board for dialing campaign
We need a real time dashboard where we can find the phone number that's being dialed out by our outbound campaign and for it to display the actual DNIS.
1 vote -
Native CRM Integration for Lead Interaction History
Currently, preserving a permanent record of all lead interactions requires a complex API integration to push logs to the client’s CRM, creating administrative overhead and potential for data gaps.
This feature request proposes a native CRM integration within RingCentral to automatically sync all lead interaction history, enabling:
Seamless tracking of communications across platforms.
Reduced dependency on custom API development.
Improved data accuracy and accessibility for reporting and compliance.The goal is to simplify CRM management, enhance data integrity, and improve workflow efficiency for agents and admins.
1 vote -
Integrated Messaging Within the Dialer
Currently, agents must leave the dialer to send SMS messages, navigate to a separate section, and manually copy-paste phone numbers, disrupting workflow and reducing efficiency.
This feature request proposes integrating SMS and other digital communications directly within the dialer interface, allowing agents to:
Send messages without leaving the dialer.
Maintain context on the lead or customer they are engaging with.
Reduce time spent switching between screens, improving productivity and user experience.The goal is to streamline agent workflows, minimize errors, and enhance communication efficiency within the RingCentral platform.
1 vote -
Enhanced Dialer & Voicemail Control for Agents
Currently, RingCentral’s dialer and voicemail functionalities limit agent flexibility and efficiency. Personalized voicemail drops require an admin to create a separate campaign-level disposition for each agent’s custom recording, making it unscalable for teams. Additionally, in Progressive Dialer mode, agents cannot stop or cancel a call once the system begins dialing, which disrupts workflows and reduces operational control.
This feature request proposes enhancements to provide agents with:
Scalable, agent-specific voicemail options without needing manual admin configuration.
The ability to cancel or stop calls in progress within the Progressive Dialer to improve responsiveness and control.These improvements aim to streamline agent workflows,…
1 vote -
Enhanced Lead & Campaign Management for Improved Agent Efficiency
Currently, RingCentral’s campaign and lead management capabilities limit agents and admins in several key ways: leads expire unpredictably, there are only five campaign priority levels, and re-uploading lead lists creates duplicate records while losing historical interaction data. Agents cannot filter leads within an active campaign to target calls effectively, and campaign assignment is entirely manual, preventing the system from automatically distributing leads to available agents.
This feature request proposes a comprehensive upgrade to the lead and campaign management experience, including:
Expanded and configurable campaign priority levels.
Ability to merge duplicate leads while preserving historical interaction data.
In-campaign lead filtering for…
1 vote -
RingCX_Improvement for Country ANI / Country Geolocation ANI Metric
Goal: Customer needs to have a report where it can indicate how many calls they received for each country
-We tried to use Country ANI and Country Geolocation ANI Metric, however, it is only counting the number of call from a specific international ANI and not the total number of calls per country.
-We also tried to filter by ANI using wildcard but it is a limitation in RingCX
What we're trying to resolve: To get a custom reporting to classify calls and get total number of calls outside US
2 votes -
RCX agent have the ability to select which campaign to work.
In RingCX, agent do not have the ability to choose which campaign they can work on if in case there are more campaigns in the dial group they are working on.
It would be better if agent have the ability to choose which campaign they will be working on for the day since it is also tidious in creating different dialgroup per campaign.
2 votes -
RingCX: Ability to implement interaction restrictions on a digital inbox for a team of agents
I have a use case with an existing client that the heavily uses digital interactions. They have a requirement to be able to restrict access to interactions associated with specific channels to a team of people.
In RingCX currently, by design, the digital inboxes are just filters for interactions - they are not permissive or restrictive. Although the inbox can be filtered to display certain interactions, an agent can use the search facility to be able to search and view interactions across all channel.
The use case is that an client may wish to create a channel that is used…
2 votes -
RingCX Add Bulk Disposition
Add bulk or add the same disposition on different queues to avoid manually adding disposition to match the other queues and to save time
4 votes -
RCX Real time Long Abandon Metrics
When looking at the Analytics in the Real-time Dashboard, Long Abandons is not available as a field for us to report on, only Short Abandons. Reporting on Short Abandons is not very useful, as we would be reporting on the number of customers that called us, then quickly put the phone down, which is not useful data. Long Abandons, however, would give us a report showing how many people waited in the queue and then left, signifying that they waited too long.
It would be more useful to add in the "Long Abandons" field so we can show the number…
4 votes -
Custom Intercept Handling for Terminating Calls with No Message
Hi Team,
I’d like to submit a feature request regarding how RingCentral handles call signaling when a terminating carrier fails to return an intercept message.
Current Behavior:
When calls are placed to numbers that are unassigned, disconnected, or otherwise unreachable, and the terminating carrier does not return a proper intercept message (e.g., “This number is not in service”), RingCentral simply passes through the signaling it receives. This may result in endless ringing or silence, causing confusion for users.Requested Enhancement:
Implement a mechanism or fallback behavior to better handle cases where no intercept message is returned—such as:Playing a generic…
2 votes -
Automated way to move a campaign from one dialgroup to another once all leads were completed
It would be better to have an automatic way to move a campaign from one dialgroup to another once all leads were completed so that it can make admin task much easier.
3 votes -
Display User Extension Number When Transferring From RingCX To RingEX
Ability to display user extension number of the transferring agent when a call is being transferred from RingCX to RingEX users.
Whenever an agent from RingCX transfers a call to a RingEX agent, the RingEX user would like to see who internally from RingCX agents are calling them helping them easily identify who from the RingCX agent are calling them.
27 votes -
Internal chat for supervisors and agents
Internal Chat (ex. from supervisor to agent) inside RingCX. An internal chat can help to solve complex use case and enable multiple advantage:
- ability for agent to ask for help proactively to their supervisor.
- ability for supervisor to get involved in a less intrusive way.The internal chat developped for Engage Digital standalone is probably very close to what the this potential partner would like.
39 votesAgents can chat with their team mates and colleagues with RingCX in RingCentral application. If you are using standalone RingCX agent web-app we encourage you to try RingCentral app available for Windows and Mac, where RingCX agent is built in so you can enjoy both customer and corporate communications in just one app.
https://www.ringcentral.com/us/en/blog/ringcx-agent-and-supervisor-capabilities-now-in-the-ringcentral-app/
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add text message notigications for managers when agents states are incorrect
Would be great to have a feature that allows managers/supervisors to receive text message notifications when agent states are abused. Example, an agent in an RNA state for more than 1 min. Manager would receive a text message alerting them of the agent's state.
1 vote -
add text message notigications for managers when agents states are incorrect
Would be great to have a feature that allows managers/supervisors to receive text message notifications when agent states are abused. Example, an agent in an RNA state for more than 1 min. Manager would receive a text message alerting them of the agent's state.
1 vote -
Feature Request: Report on Transferred Call Destinations in RingCX
I am writing to submit a feature request for RingCX that would greatly benefit our clients. Specifically, I am looking for the ability to generate a report that details the specific numbers to which calls are being transferred.
Use Case:
One of our clients has requested this feature to analyze their call transfer data. They need to determine the percentage of inbound call volume that is being transferred back to an internal IT phone number. This data is crucial for them to optimize their call routing and improve overall operational efficiency.Requested Feature:
Report Type: Call Transfer Destination Report
Details…15 votes -
Fix Browser Refresh Logging Agents Out Of CX
When logged into RingCX as an agent, a browser refresh will log the agent out. If the agent is on a call during a refresh, it does not disconnect the call, but it will not allow them to disposition the call afterwards, even after logging back in. This browser refresh issue is only when logged into the Agent portal; Analytics and Admin work just fine through a refresh.
34 votes -
RingCX Analytics Report shortcut in RC App Desktop
using the analytical report via the web browser and wanted to see if it can be added/done via Ringcentral app.
This will limits of checking the Analytic -Dashboard for RingCX to another browsers.
1 vote -
RingCX platform: Request to add Overflow routing feature
RingCX platform: Request to add Overflow routing feature
The customer requested the ability to add Overflow routing within the RingCX Queue Events Configuration. Specifically, they want calls to be directed to a Supervisor overflow queue when no agents are available.1 vote
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