1367 results found

1. Filter by Voice/Digital Queue in RingSense for RingCX

   Currently, the filter panel only pulls in queues when tied to RingSense for Sales (RingEX) and doesn't pull in queues when tied to RingCX. This is a request to be able to also filter by RingCX queues in RingSense.

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   4 comments  ·  AI quality management  ·  Delete…  ·  Admin →
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   Implemented  ·  AdminSushant (Sr Director, Machine Learning, RingCentral) responded

   I'm pleased to announce that this feature is live! RingSense (RS) now lets you:

   • Filter interactions by Queue (REX/RCX) and Disposition in the filter panel.
   • See source identifiers on each interaction—including the queue (REX, RCX) and the final Disposition value—for clear traceability.
   • Target scorecards using Queue and Disposition so you can tailor evaluations by routing path or final outcome. (Great for customizing scorecards by team/flow or result.)

   More details in the attached screenshots.

   Why this matters

   1. Enhanced visibility: Source identifiers in RS make it easy to correlate data across RS ↔ REX/RCX.
   2. Smarter insights: REX/RCX call-queue metadata is now available for advanced filtering and analysis.
   3. Customizable targeting: Use Queue and Disposition to build highly relevant, outcome-aware scorecards.

2. Ability to Move or Reposition Admin Users in RingCX Admin

   Currently, when creating a new admin user in RingCX Admin by clicking the plus sign next to an existing user, the new admin is automatically created as a child under that user. There is no option to move or reposition the admin user afterward. This feature request is to add the ability to move or reassign admin users within the hierarchy to allow better organization and management of users in RingCX Admin.

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3. Consolidated EoL Device Report

   Currently, the filtering options in the Admin Portal provide some utility, but it would be far more efficient to have a single consolidated report listing all End-of-Life (EoL) devices across the tenant, rather than checking each category individually.

   The current filtering approach also requires manually selecting specific device models. For organizations with many different phones and device models, it’s not always clear which devices are approaching or have reached EoL. This makes the process time-consuming and prone to error.

   Ideally, when an EoL, security, or other alert is displayed in the Admin Portal, clicking on the alert should directly show all devices contributing to the warning or error across the tenant in a single view or downloadable report, eliminating the need to manually locate devices.

   This improvement would greatly streamline administrative tasks and reduce the risk of missing devices.

   Currently, the filtering options in the Admin Portal provide some utility, but it would be far more efficient to have a single consolidated report listing all End-of-Life (EoL) devices across the tenant, rather than checking each category individually.

   The current filtering approach also requires manually selecting specific device models. For organizations with many different phones and device models, it’s not always clear which devices are approaching or have reached EoL. This makes the process time-consuming and prone to error.

   Ideally, when an EoL, security, or other alert is displayed in the Admin Portal, clicking on the alert should directly show… more

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4. RingCX Spell Check where can control dictionary and if errors alert agent before sending.

   RingCX Spell Check where can control dictionary and if errors alert agent before sending.

   5 votes

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5. RingCX needs to display inbound callerID for calls coming into our Voice Queues.

   Currently, all inbound calls to our RingCX Queues will only show the callerID as, "UNKNOWN."

   Meanwhile, callerID works just fine for all inbound calls coming into RingEX.

   This function needs to exist so that our Agents can better identify our customers as the call in.

   •  

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   25 votes

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   New  ·  4 comments  ·  Interaction routing, workflow & queuing  ·  Delete…  ·  Admin →
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6. 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 calling

   We 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 up

   There is already an existing request for something similar when transferring from RingCX -> RingEX. As of now, calls made from CX to EX will just show the main outbound caller ID of the account, so no one in EX knows who's calling since it just says the name of our company when it's ringing them from CX.

   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 calling

   We 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 up

   There is already an existing request for something similar when transferring from RingCX -> RingEX. As of now, calls made from CX… more

   6 votes

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   New  ·  1 comment  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
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7. Unexpected Call Drop: Entire 3-Way Conference Ends When Agent Disconnects in RingCX

   Problem Description
   When a RingCX agent (Party A) places a manual outbound call to Party B, then adds Party C to create a 3-way conference (Agent + Party B + Party C), if the agent (Party A) disconnects, the entire conference call is dropped for all participants (Party B and Party C).

   ---

   Expected Behavior
   If the agent (Party A) disconnects from a 3-way conference, the call should continue between Party B and Party C. This is expected in standard call conferencing logic where the initiator disconnecting does not necessarily terminate the call for all participants.

   • 

   36 votes

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   Under Review  ·  1 comment  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
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8. Pre-chat quick replies / icebreakers for RingCX Engage Messaging

   Allow Next Bot Action Without Requiring Initial Message Submission

   I would like to request a feature enhancement for the chat interaction flow.

   Currently, the system requires the chatter to submit a message first before the next chatbot action or menu options appear. This creates additional steps for the user and impacts the overall customer experience—especially in scenarios where the initial message field is already removed, or when we only need minimal information such as first and last name.

   Requested Feature:

   Enable the chatbot to trigger the next action without requiring the chatter to send a message first.
   After the chatter submits the pre-chat form (e.g., first name and last name), the next bot response or options should automatically appear.

   Allow Next Bot Action Without Requiring Initial Message Submission

   I would like to request a feature enhancement for the chat interaction flow.

   Currently, the system requires the chatter to submit a message first before the next chatbot action or menu options appear. This creates additional steps for the user and impacts the overall customer experience—especially in scenarios where the initial message field is already removed, or when we only need minimal information such as first and last name.

   Requested Feature:

   Enable the chatbot to trigger the next action without requiring the chatter to send a message first.
   After the chatter… more

   8 votes

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   0 comments  ·  Digital experience  ·  Delete…  ·  Admin →
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   Implemented  ·  AdminGrigori (Product Manager Contact Center, RingCentral) responded

   Implemented, in open beta. please reach out for activation

9. Feature Request: Time Zone Configuration for RingCX

   Current Behavior
   As confirmed via RingCX T3, eW Analytics reporting derives its time zone exclusively from the account-level setting. There is currently no option to override or adjust the time zone on demand.

   Problem / Limitation
   This model does not support organizations operating across multiple geographic regions. When queues span different time zones, both real-time call handling and historical reporting become misaligned with local operating hours, SLA measurements, and staffing analysis.

   Requested Enhancement
   Introduce the ability to define time zones at a more granular level, specifically:

   Per Queue

   Call Handling Logic

   Historical Reporting (eW Analytics)

   Each queue should be able to operate and report in its assigned local time zone, independent of the account-level default.

   Business Impact / Use Case

   Multi-region contact centers with centralized RingCX accounts

   Accurate SLA tracking and performance reporting by region

   Improved workforce management, scheduling, and compliance

   Reduced need for manual time conversions and post-report adjustments

   Expected Outcome

   Queues operate according to their configured local time zone

   Historical and real-time analytics reflect correct regional timestamps

   Account-level time zone remains as a default, not a hard constraint

   Priority
   Medium–High for enterprises and globally distributed contact centers.

   Current Behavior
   As confirmed via RingCX T3, eW Analytics reporting derives its time zone exclusively from the account-level setting. There is currently no option to override or adjust the time zone on demand.

   Problem / Limitation
   This model does not support organizations operating across multiple geographic regions. When queues span different time zones, both real-time call handling and historical reporting become misaligned with local operating hours, SLA measurements, and staffing analysis.

   Requested Enhancement
   Introduce the ability to define time zones at a more granular level, specifically:

   Per Queue

   Call Handling Logic

   Historical Reporting (eW Analytics)

   Each queue should be able… more

   5 votes

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10. Option to modify the Caller ID number used for Inbound ACD Queue Callback Answered in RingCX

    Option to modify the Caller ID number used for Inbound ACD Queue Callback Answered in RingCX
    The customer would like the ability to change the Caller ID number used for Inbound ACD Callback Answered within the RingCX platform. They want to be able to manually update this number through their RingCX portal.

    10 votes

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    Needs More Information  ·  0 comments  ·  Interaction routing, workflow & queuing  ·  Delete…  ·  Admin →
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11. FEATURE REQUEST: Send vcard via SMS

    Ability to send a vcard/contact card via SMS to customers prior to call allowing them to save a number and improve answer rates.

    3 votes

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12. Feature Request: Customizable Callback Setup Confirmation Message in RingCX

    Hello RingCX Product Team,

    We are currently using the callback feature for our patient call flows and have identified a usability issue that is impacting completion rates.

    Our reporting shows that approximately 7% of callers fail to complete the callback setup process. After reviewing call recordings, we believe this is due to the confirmation message played during callback setup, which can reasonably lead callers to think the process is complete and hang up prematurely.

    The current message played is:

    “Thank you for using our callback service. We will maintain your place in queue and return your call as soon as an agent becomes available.”

    At this point, the callback setup has not yet fully completed, but the wording strongly implies that it has. As a result, some callers hang up before the system finishes registering the callback, causing the callback to fail.

    At present, this appears to be a feature limitation, as there is no option to:

    Customize this message, or

    Use a different default message that explicitly instructs callers to remain on the line until setup is complete.

    Feature request:
    We are requesting the ability to either:

    Configure a custom callback confirmation message, or

    Update the default system message to clearly indicate that the caller should stay on the line until the setup process is finished (e.g., “Please remain on the line until your callback is fully confirmed”).

    This change would significantly reduce callback failures, improve patient experience, and reduce repeat inbound calls caused by unsuccessful callback registrations.

    Thank you for considering this request. We are happy to provide call samples or additional data if helpful.

    Hello RingCX Product Team,

    We are currently using the callback feature for our patient call flows and have identified a usability issue that is impacting completion rates.

    Our reporting shows that approximately 7% of callers fail to complete the callback setup process. After reviewing call recordings, we believe this is due to the confirmation message played during callback setup, which can reasonably lead callers to think the process is complete and hang up prematurely.

    The current message played is:

    “Thank you for using our callback service. We will maintain your place in queue and return your call as soon as… more

    4 votes

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13. Add Caller's Name for Inbound Call Details Report

    To add a column or filter that would show the name of the contact number they saved through the contact information section in the Inbound Call Details report.

    There's an existing Caller's Name column available for Interaction Details, but it only shows the CNAM of the phone number and not the one saved through the contact information section.

    4 votes

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14. Last Called Agent (LCA) Functionality Required for Engage Messaging and Email Channel Types

    We require the same “Last Called Agent” (LCA) capability for Engage Messaging and Email channels within Digital Queues as currently exists for Voice Queues. This will significantly improve customer experience by providing more efficient and personalised resolution to issues.

    By reducing the need for clients to repeat information and details from previous interactions, this feature would potentially lower interaction durations. Furthermore, this capability is also essential in scenarios where agents receive commissions for successful sales, ensuring clients are routed back to the initial agent who provided consulting prior to the purchase of services or goods.

    25 votes

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    Planned  ·  0 comments  ·  Digital experience  ·  Delete…  ·  Admin →
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15. Retain Originating Caller ID During RingEX to RingCX Transfers

    Enable RingEX Receptionist to preserve the original caller's number (Originating Caller ID) when transferring calls to RingCX.

    Current behavior:
    When a call is transferred from RingEX to RingCX, the original caller’s number is not retained. Instead, RingCX displays the Caller ID of the RingEX user who performed the transfer.

    15 votes

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    Future Consideration  ·  1 comment  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
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16. RingCX Email/Chat Channel to support for file formats: .ies .arc2 .dxf

    RingCX Feature Request: Support for Additional File Formats in Email Channel

    Title: Add Support for .ies, .arc2, and .dxf File Formats in the Email Channel

    Summary

    A customer is requesting the ability to upload and process additional file formats through the Email channel in RingCX. These formats are currently not supported under either the Strict or Relaxed attachment handling levels.

    Requested formats:

    .ies – Illuminating Engineering Society file (lighting data)

    .arc2

    .dxf – Drawing Exchange Format (CAD files)

    Current Behavior

    The email channel supports a defined set of file formats depending on the configured handling level:

    Strict Level Allows:

    Audio: aac, mp3, ogg, m4a

    Image: bmp, gif, jpg, jpeg, png, svg, webp

    PDF: pdf

    Text: csv, txt, log

    Video: avi, flv, m4v, mkv, mov, mp4, mpg, qt, wmv

    Other: amr, dms, vcard, tif, tiff, mpeg

    Relaxed Level Adds Support For:

    Excel: xls, xlsm, xlsx, xlc, xlt, xltm, xltx

    Presentations: key, odp, otp

    PowerPoint: pps, ppt, pptx, pot

    Spreadsheets: numbers, ods, ots

    Word: doc, docm, docx, dotm, dotx

    Word Processing: pages, odt, ott, rtf

    The requested formats (.ies, .arc2, .dxf) are not included in either list, and therefore cannot be used by customers today.

    Requested Enhancement

    Add support for the following file types as allowable email attachments in RingCX:

    .ies

    .arc2

    .dxf

    This support would enable customers to exchange specialized files used in engineering, architectural, lighting design, and CAD workflows.

    Additional Notes

    This request originated from a customer inquiry regarding the ability to attach these files in the email channel.

    Tier 3 Engineering has confirmed that this enhancement requires a formal feature request.

    RingCX Feature Request: Support for Additional File Formats in Email Channel

    Title: Add Support for .ies, .arc2, and .dxf File Formats in the Email Channel

    Summary

    A customer is requesting the ability to upload and process additional file formats through the Email channel in RingCX. These formats are currently not supported under either the Strict or Relaxed attachment handling levels.

    Requested formats:

    .ies – Illuminating Engineering Society file (lighting data)

    .arc2

    .dxf – Drawing Exchange Format (CAD files)

    Current Behavior

    The email channel supports a defined set of file formats depending on the configured handling level:

    Strict Level Allows:

    Audio:… more

    6 votes

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17. ability to activate call forwarding on all company numbers on the account

    When activating a call forwarding using all company phone numbers it should applied on
    all of the numbers on the account not just only applicable on company numbers, because it gives a misleading to the customers.

    2 votes

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18. display queue name when call comes in in embedded RingCX for Zoho

    It's important to see what call queue the call is comin in so that agents would know their opening spiel

    8 votes

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    Implemented  ·  1 comment  ·  Integrations & APIs  ·  Delete…  ·  Admin →
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19. Retrieve deleted RingCX Custom Report

    Implement a deleted folder or archive system when removing custom reports from the Historical Reports/Dashboard in RingCX Analytics.

    5 votes

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20. Feature Request: Configurable Extended Session Persistence Across RingCentral Web Domains

    Dear RingCentral Product Team,

    I would like to formally request a feature enhancement for RingCentral’s web applications.

    Feature Request:
    Provide a configurable option to keep RingCentral web sessions active for extended, user-defined durations (e.g., 10 hours, 24 hours) across all RingCentral web domains and subdomains, including:

    • app.ringcentral.com

    • ringcx.ringcentral.com

    • engage.ringcentral.com

    • All associated subdomains

    Business Use Case:

    Many users rely on RingCentral web apps throughout long workdays or shifts (e.g., support agents, contact center staff, operations teams). Currently, sessions may disconnect or require re-login due to inactivity or browser timeouts, even while the user remains online and active.

    This can result in:

    • RNA/ Missed calls, messages, or notifications

    • Disruption to workflows

    • Reduced productivity, particularly in browser-centric or VDI environments

    Proposed Enhancement:

    • A configurable “Keep Session Active” or “Extended Session Duration” setting for users or admins

    S• upport for long-running sessions (e.g., 10–24 hours) while respecting security policies

    • Built-in heartbeat/keep-alive mechanisms within the RingCentral web apps or browser extensions, without requiring unsupported user scripts

    • Coverage across all primary web domains (app.ringcentral.com, ringcx.ringcentral.com, engage.ringcentral.com) and their subdomains

    Benefits:

    • Reliable session persistence for browser-based users

    • Reduced dependency on desktop apps in restricted environments

    • Better support for enterprise, contact center, and shift-based workflows

    Dear RingCentral Product Team,

    I would like to formally request a feature enhancement for RingCentral’s web applications.

    Feature Request:
    Provide a configurable option to keep RingCentral web sessions active for extended, user-defined durations (e.g., 10 hours, 24 hours) across all RingCentral web domains and subdomains, including:

    • app.ringcentral.com

    • ringcx.ringcentral.com

    • engage.ringcentral.com

    • All associated subdomains

    Business Use Case:

    Many users rely on RingCentral web apps throughout long workdays or shifts (e.g., support agents, contact center staff, operations teams). Currently, sessions may disconnect or require re-login due to inactivity or browser timeouts, even while the user remains online and active.

    … more

    6 votes

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