1509 results found
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Omit country and area codes when dialing in RingCX
When dialing via the RingCX application, please omit the country code and area code.
The customer is asking whether RingCX can automatically omit country and area codes when dialing.3 votes -
Show Indicator for Inbound Queue Callback on Agent Side
Description:
Currently, when a call comes in as a callback from a queue, the RingCX agent interface treats it as a normal inbound call. There is no visual indication or label to inform the agent that this call was requested via a queue callback.This makes it difficult for agents to differentiate between standard inbound calls and callbacks, which can impact handling priority and customer experience.
Requested Feature / Enhancement:
- Add an option (script or toggle) in RingCX Admin / Studio / Agent Interface to clearly indicate on the agent side when a call is an inbound queue…
6 votes -
Unify RingCX Digital Interaction Options To Simplify Agent and Supervisor Workflow.
Interaction Options are inconsistent across "My Messages" and "All Messages" which confuses agents and complicates the workflow.
Within the agent interface on RingCX there are significant differences between the options available within "My Messages" and "All Messages".
The "My Messages" section offers the following options:
-Transfer (to a queue)
-End Message
Extra Actions:
-Recategorize
-Reassign (directly to an agent)
-Mute Author
-View audit log
-Change Language
-Anonymize
-Ask an expertThe "All Messages" section offers the following options:
-Solve (End Message)
-Defer
Extra Actions:
-Recategorize
-Mute Author
-View audit log
-Change Language
-Anonymize
-Ask an expert…
70 votesIn design
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Disable agent RingCX login
Disable agent RingCX login. This option was available before but was removed.
4 votes -
Need an enhancement to our call‑handling interface that adds a real‑time hold‑duration timer for agents.
We need an enhancement to our call‑handling interface that adds a real‑time hold‑duration timer for agents. Currently, agents can see the total call time but cannot see how long a caller has been on hold, leading to compliance gaps, inconsistent customer experience, and unintentionally long hold times. I would like to request A secondary timer that: Displays real‑time hold duration (HH:MM:SS) Resets each time hold is removed Remains visible at all times If possible, and alerts agent when hold exceeds a set threshold
6 votes -
auto dialer with automated system
I would like to have a feature that when i dialed the customer's number using RingCentral App
there will be an Automated system will tell my customer that im on my way.3 votes -
Enhanced Call Termination Attribution with Contextualized Termination Reason
Summary:
Improve call reporting by clearly separating true disconnect source attribution from termination reason (routing/system event context), ensuring customers can accurately interpret why a call ended and what system event preceded it.Problem Statement:
The current “Termination” field in the Inbound Call Detail Report can reflect an internal routing or system event rather than the actual disconnect source. This creates confusion because the same field is often interpreted as the definitive reason the call ended.In many cases, customers cannot distinguish between:
- the actual disconnect event (who ended the call), and
- the system/routing event that occurred immediately prior…5 votes -
RingCX - Display User Extension Number When Transferring to RingCX OR RingEX
If a CX agent takes a voice queue call from number 333-444-3344,
When they transfer that call to another CX agent, the other agent will see 333-444-3344 is callingWe want them to see the name of the agent who is trying to transfer to them.
Imagine, the call drops mid-transfer. If the agent knew who was transferring to them, they could reach out to that person to get information and know if they need to follow upThere is already an existing request for something similar when transferring from RingCX -> RingEX. As of now, calls made from CX…
11 votes -
Recording from RingCX should be assigned to the agent who answered the call
For call recordings in RingCX, if the initial segment of the call is RNA or deflected and then routed to another agent, the recording name should be on the agent who answered the call, not on the agent who gets the ring first. It would be ideal if there were additional tokens to choose from under the destination directory.
12 votes -
Automatic Greeting/Announcement on Outbound Calls Made Within RingCX
Currently there is no real option in place to have an announcement played within CX when making an outbound calling. We currently are looking at recording our calls for inbound and outbound that come through CX, inbound we can add an announcement through the IVR to inform the user that the call is being recorded. However outbound there is no IVR that we can put this announcement in. It would be nice if there was the ability to have an outbound IVR to announce the call is being recorded before the call connects.
16 votes -
Ring CX Place in Queue announcement to be able to play multiple times
Currently, the "Place in Queue" announcement plays only once when the "Route to Agent" queue event is first triggered. The desired functionality is to have an option for this announcement to loop and repeat at adjustable intervals. Ideally, the position in queue should be recalculated and announced each time, without the need to chain multiple "Route to Agent" events sequentially.
4 votes -
Audible notification for incoming call & DTMF support
Our agents must use "RingCentral Phone" as their device type in RingCX because RingCX does not provide an audible indicator for incoming calls, when using Integrated Phone. When they do this, they are not able to enter DTMF tones while in the RingCX UI when conferencing in a third party translator service. The DTMF tones must be entered via the RingCentral softphone app. This is incredibly confusing for our agents, as they perform all other call functions such as hold, transfer, etc in the RingCX web interface. It will be great if we can disbale the diapad in RingCX in…
9 votes -
Improved Callback Reporting and Functionality for Early Caller Disconnects
In the current RingCX callback flow, if a caller disconnects before the system successfully queues the callback, the interaction is categorized as “Inbound ACD Callback Incomplete” in Analytics reporting. This occurs even in cases where the caller has already expressed intent to receive a callback.
Problem:
This classification does not accurately reflect customer intent or agent workload. From a business perspective, these interactions often represent valid callback requests that were interrupted due to timing or user behavior, rather than true failures. As a result:
1) Callback demand may be underreported
2) Metrics may not align with actual customer experience
3)…3 votes -
Real-Time Dashboard rules
Currently, Real-Time Dashboard rules does not include any of the callback metrics on its "If" drop down.
If the client wants to create a rule that highlights a certain queue if they Missed a callback or if there is a queued Callback, they can't due to callbacks not being part of the "If" selection
Use Case :
• Allow admins to create a Real-time Dashboard that would give them an option to visually highlight all the queued/missed/presented/answered callbacks for their voice queues6 votes -
Ability to only show numbers assigned to the sub account to be used as outbound caller ID on RingCX Campaign
currently it shows all assigned numbers for the whole account instead of showing only numbers assigned to the sub account as outbound caller ID
11 votes -
Function to Disable Extensions
We would like to implement a functionality to disable the extensions for certain Representatives from receiving external calls or direct transfers. We want to ensure the only calls received are through a skill.
33 votes -
Add the Polish language (audio CALLBACK)
Add Polish to callback audio messages to enhance the experience for Polish-speaking users by improving message comprehension and the quality of the customer journey in a multilingual context.
4 votes -
call offers for the longest wait time
RCX system prioritizes agents based on their overall Available Status time for the day, rather than their current Highest Availability:
-agents who have recently returned from an offline state (such as breaks or lunch) receive calls before those who have been continuously available.
-to better accommodate the varying preferences of our clients, we kindly request the addition of an option to enable or disable this feature. This adjustment would allow clients to configure their queues according to their specific needs and ensure a more equitable distribution of calls.
We understand that this behavior aligns with the current design of RCX,…
232 votes -
Ability to export agent roles
The ability to export a list of agent roles to compare the permissions included in each role
3 votes -
RingCX Conference Calling
RingCX Conference Calling
The customer would like to have conference calling functionality in the RingCX platform, enabling them to add more than two participants to a call.3 votes
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