1589 results found

1. 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.

   18 votes

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2. export email

   Currently, the RingCX platform does not provide agents with the ability to export emails, as messages are managed as digital interactions within the solution. This limitation prevents agents from preserving the original email along with its associated metadata (sender, recipients, attachments, headers, date and time sent, etc.), which may be required for customer follow-up, analysis, archiving, auditing, or compliance purposes.

   We would therefore like to request the addition of an agent-level email export feature, allowing agents to export an email directly from the interaction. Ideally, the export should preserve the original message content and all available metadata, ensuring a faithful representation of the original communication and facilitating its use outside of the RingCX platform when required.

   Currently, the RingCX platform does not provide agents with the ability to export emails, as messages are managed as digital interactions within the solution. This limitation prevents agents from preserving the original email along with its associated metadata (sender, recipients, attachments, headers, date and time sent, etc.), which may be required for customer follow-up, analysis, archiving, auditing, or compliance purposes.

   We would therefore like to request the addition of an agent-level email export feature, allowing agents to export an email directly from the interaction. Ideally, the export should preserve the original message content and all available metadata, ensuring a faithful… more

   3 votes

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3. Requeue Shorcuts Searchable

   When an agent goes to requeue a call they get a list of queues available. While there is a search field at the top to type in the name of the queue you are looking for it does not actually perform a search. The agent must scroll down through the list of queues find the one they are looking for. In order to improve agent efficiencies making this truly searchable would be greatly beneficial.

   14 votes

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4. Automatically set agent state back to Avaialble after RNA by timeout

   1. Additional details for the feature that you are requesting:
   2. What is your use case for this feature request? Agents with multiple roles leave their desk throughout the day.
   3. What problem are you trying to solve or what problems does the current functionality cause? If agents forget to check status they do not receive calls when needed.
   4. How do you want the feature/product to work (proposed solution)? Have a setting in the Agent Roles or Queue general settings to disable the RNA status and/or set a timer.
   6 votes

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   Needs More Information  ·  2 comments  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
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5. Call queue notifications

   We would like an option we can set to send notifications to users logged in when there are calls in queue as well as notifications when a call has reached a certain time in queue. Agents are busy dialing at times and since they are constantly dialing w/o having direct view on the call queue they do not see that there is a call in queue and they continue to outbound dial causing an abandoned call. This would be on the CX dialing.

   5 votes

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6. Option to Disable Email Hover/Preview Popups in Engage Digital / Contact Center

   Use Case / Problem:
   When agents navigate through incoming interactions (such as email queues), hovering over an item triggers a large preview popup overlay. In high-volume environments, this pop-up often obstructs other interface elements, creates visual clutter, and can slow down agent navigation when moving the cursor across multiple queue items.

   Proposed Solution:
   Add a user setting or administrator toggle option within the interface settings to disable hover previews (or set a delay).

   Option A: A simple toggle switch in user preferences: "Enable email hover previews [On / Off]".

   Option B: Require an explicit click on the interaction card to view message details rather than triggering on hover.

   Business Value / Impact:

   Improved Agent Productivity: Eliminates accidental visual obstruction while moving the mouse across items.

   Cleaner UI Experience: Allows agents who prefer a streamlined interface to focus on explicit clicks rather than unintended pop-ups.

   Reduced Friction: Prevents lag or interface clutter on smaller screens or high-density interaction lists.

   Use Case / Problem:
   When agents navigate through incoming interactions (such as email queues), hovering over an item triggers a large preview popup overlay. In high-volume environments, this pop-up often obstructs other interface elements, creates visual clutter, and can slow down agent navigation when moving the cursor across multiple queue items.

   Proposed Solution:
   Add a user setting or administrator toggle option within the interface settings to disable hover previews (or set a delay).

   Option A: A simple toggle switch in user preferences: "Enable email hover previews [On / Off]".

   Option B: Require an explicit click on the interaction card to… more

   2 votes

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7. Agent Phonebook to show in alphabetical order

   At the moment, the phonebook is showing in ID order. We would like the ability to configure the agent phonebook to show in alphabetical order.

   2 votes

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8. Allow RingCX Call Recording to Begin at the Onset of Talk Time

   Product:
   RingCentral RingCX

   Feature Area:
   Call Recording

   Request Type:
   Product Enhancement / Feature Request

   Background:

   RingCX currently requires approximately 5 seconds of talk time before a call recording is initiated. As a result, interactions where the connected talk time is less than 5 seconds do not generate a call recording.

   While this behavior is currently expected, it can result in legitimate portions of a customer interaction not being captured. For example, an agent may answer a call and exchange a brief statement with the customer before the interaction ends. If the talk time is less than the recording threshold, no recording is available for review.

   Requested Enhancement:

   Provide an option for RingCX call recording to begin recording immediately at the onset of connected talk time, without requiring the interaction to reach a minimum 5-second talk-time threshold.

   Ideally, this should be configurable at the account, campaign, queue, or recording-policy level, allowing administrators to determine whether recordings should:

   Start immediately when talk time begins; or
   Continue using the existing minimum recording threshold.

   Business Justification:

   Capturing the complete conversation from the beginning of talk time would provide a more complete record of customer interactions, including very short calls.

   This would be particularly useful for:

   Very short customer interactions
   Calls where the customer or agent speaks for only a few seconds
   Quality assurance and compliance reviews
   Investigating disputed or unexpected call outcomes
   Reviewing calls classified as dead air, wrong number, abandoned, or junk calls
   Troubleshooting call-routing and agent experience issues

   Example Scenario:

   An agent answers a customer call and the customer says a brief statement before disconnecting. The total connected talk time is approximately 2–3 seconds.

   Current behavior:

   Talk time: 2–3 seconds
   Recording threshold: 5 seconds
   Result: No recording is generated

   Product:
   RingCentral RingCX

   Feature Area:
   Call Recording

   Request Type:
   Product Enhancement / Feature Request

   Background:

   RingCX currently requires approximately 5 seconds of talk time before a call recording is initiated. As a result, interactions where the connected talk time is less than 5 seconds do not generate a call recording.

   While this behavior is currently expected, it can result in legitimate portions of a customer interaction not being captured. For example, an agent may answer a call and exchange a brief statement with the customer before the interaction ends. If the talk time is less than the recording threshold, no… more

   2 votes

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9. Change Network Error notification to reflect more detail

   At times there may be a "Network Error" that shows while an agent is working within their Agent tab in the RC for Desktop app.

   If there is a network disconnection, instead of just seeing a general "Network Error" message it would be ideal to see what is causing the network connection.

   For example; "Temporary loss of connection to local network, reconnecting."- For a blip in connectivity lasting less than a second.
   "Significant loss of connection to local network, attempting to reconnect."- For complete connection loss, resulting longer than 2 seconds.

   Additionally, it would be helpful if the specific reason for the error could be logged, such as inactivity or a specific domain the app is trying to communicate across where it is blocked/not whitelisted on the customer side.

   Because this is not in place, it creates the need to submit feedback logs through the RC for desktop app and call support to retrieve. This can cause delays in understanding what exactly caused the network disconnection as it can often be found in some form within the RC for Desktop app logs.

   At times there may be a "Network Error" that shows while an agent is working within their Agent tab in the RC for Desktop app.

   If there is a network disconnection, instead of just seeing a general "Network Error" message it would be ideal to see what is causing the network connection.

   For example; "Temporary loss of connection to local network, reconnecting."- For a blip in connectivity lasting less than a second.
   "Significant loss of connection to local network, attempting to reconnect."- For complete connection loss, resulting longer than 2 seconds.

   Additionally, it would be helpful if the specific reason… more

   2 votes

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10. Timezone option for Historical Reports

    RingCX Analytics, need an option to Historical reports to change the timezone on a report.

    8 votes

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11. calls whatsapp using Cloud API

    Meta released the Cloud API Calling allowing user to call companies through WhatsApp. Companies have to be registered as WhatsApp business
    https://developers.facebook.com/docs/whatsapp/cloud-api/calling
    This "API" was on beta in Brazil, Indonesia,etc. It is now globally available.
    It is a highly requested feature, due to the public availability on WhatsApp.
    It is important to associate this idea to another one "outbound whatsapp with RCX UI" https://ideas.ringcentral.com/forums/966594-ringcx/suggestions/48515087-outbound-whatsapp-within-rcx-agent-ui
    it will allow to send messages directly to a customer while on call. (in this case, template are not required)
    user initiated calls to business are free and there is a cost for business initiated. The pricing guide is attached to this initiative.
    SIP with webRTC is available https://developers.facebook.com/docs/whatsapp/cloud-api/calling/sip

    Meta released the Cloud API Calling allowing user to call companies through WhatsApp. Companies have to be registered as WhatsApp business
    https://developers.facebook.com/docs/whatsapp/cloud-api/calling
    This "API" was on beta in Brazil, Indonesia,etc. It is now globally available.
    It is a highly requested feature, due to the public availability on WhatsApp.
    It is important to associate this idea to another one "outbound whatsapp with RCX UI" https://ideas.ringcentral.com/forums/966594-ringcx/suggestions/48515087-outbound-whatsapp-within-rcx-agent-ui
    it will allow to send messages directly to a customer while on call. (in this case, template are not required)
    user initiated calls to business are free and there is a cost for business initiated. The… more

    • 

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    23 votes

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12. Add Opt-In Surveys at Call Start, Auto-Prompted at Call End

    Add Opt-In Surveys at Call Start, Auto-Prompted at Call End

    As a head of a centralized call center with agents that support multiple businesses and call queues, I’d love to see RingCentral add a simple but powerful feature:

    When a customer calls in, they could press a key at the beginning of the call to opt-in to a quick survey. After the agent disconnects, the system would automatically play the survey.

    Here’s why it matters:
    - Seamless customer experience: No agent involvement, no awkward “Would you like to stay on the line?” interruptions.
    - Accurate feedback: Surveys are tied directly to the agent who handled the call and the queue where it was answered, so reporting stays actionable.
    - Higher participation: Customers decide upfront if they want to provide feedback, increasing completion rates and making the data more reliable.
    - Agent-level accountability: This ties survey results directly back to the people and teams who can act on them. We also include the CSat scores as part of the performance pay program.

    This feature would give leaders like me better visibility into customer satisfaction while keeping the process frictionless for both callers and agents, allow me to coach agents and fix process for specific businesses based on customer feedback data.

    If you’d also like to see smarter, cleaner post call surveys in RingCentral, please upvote this idea. The more support it gets, the sooner we can all benefit from better feedback data!

    Add Opt-In Surveys at Call Start, Auto-Prompted at Call End

    As a head of a centralized call center with agents that support multiple businesses and call queues, I’d love to see RingCentral add a simple but powerful feature:

    When a customer calls in, they could press a key at the beginning of the call to opt-in to a quick survey. After the agent disconnects, the system would automatically play the survey.

    Here’s why it matters:
    - Seamless customer experience: No agent involvement, no awkward “Would you like to stay on the line?” interruptions.
    - Accurate feedback: Surveys are tied directly… more

    26 votes

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13. Ability to enable presence sync for call queues/groups vs individual users

    Currently, presence sync can be enabled either for all users or individual users. For customers enabling presence sync for individual users, every new user will need to have presence sync enabled manually.

    Having the ability to control sync for call queues/groups would both reduce the work required for enabling sync (there are less groups than there are users) and ensure future members of that call queue/group will have sync automatically enabled.

    3 votes

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14. transfer

    Include Agent Name on Transfer Segment in Interaction Details Report

    Request Summary:
    When an agent initiates a transfer (especially a warm transfer) during an active call, the Interaction Details Report splits the call into two segments under the same UII. However, the second segment (the transfer attempt) does not display the agent name, resulting in incomplete data when filtering by agent in the report. The customer requests that the agent name be captured for all segments of a call—including transfer attempts—to ensure accurate reporting.

    ---

    Current Behavior:
    • The agent's name is shown for the initial (inbound) segment.
    • During a transfer attempt, the second segment is created but shows Agent Name = N/A.
    • As a result, when filtered by agent, the report omits the transfer segment—causing data discrepancies.

    ---

    Expected Behavior:
    • Both the original and the transfer segments of the interaction should capture and display the initiating agent's name.
    • Filtering the Interaction Details Report by agent should include all call segments initiated by that agent, including canceled or completed transfer attempts.

    ---

    Business Impact:
    • The customer relies heavily on the Interaction Details Report to track individual agent activity.
    • Missing agent data on transfer segments leads to inaccurate call metrics, causing confusion and a lack of confidence in reporting.
    • For instance, OB calls made during active IB calls are not tracked properly, resulting in agent performance being under- or over-represented.

    ---

    Use Case Reproduction (as demonstrated by customer):
    1. Agent places outbound call (OB) to their own cell.
    2. While on call, agent clicks Transfer, dials another number, connects, then cancels the transfer.
    3. Interaction Details shows:
    o 2 call segments (same UII),
    o 1st segment: agent name populated,
    o 2nd segment: agent name = N/A.
    4. Filtering by agent omits the 2nd segment entirely.

    ---

    Supporting Evidence:
    • Multiple test scenarios (UIIs included in case notes).
    • Screenshots, spreadsheets, and logs attached to Case 27382978.
    • Customer provided 4-page Excel document showing discrepancies between reports.
    • Customer's updated report (“Updated Agent Activity Report: Daily”) does not fix the issue due to missing agent name in core data.

    ---

    Requested Solution:
    Modify the data model or reporting logic so that agent information is retained and displayed in all segments of an interaction, especially during transfer attempts (warm or cold), regardless of whether the transfer is completed or canceled.

    Include Agent Name on Transfer Segment in Interaction Details Report

    Request Summary:
    When an agent initiates a transfer (especially a warm transfer) during an active call, the Interaction Details Report splits the call into two segments under the same UII. However, the second segment (the transfer attempt) does not display the agent name, resulting in incomplete data when filtering by agent in the report. The customer requests that the agent name be captured for all segments of a call—including transfer attempts—to ensure accurate reporting.

    ---

    Current Behavior:
    • The agent's name is shown for the initial (inbound) segment.
    • During a… more

    • 

    70 votes

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15. 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

    12 votes

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16. Adaptive AI Speaking Voice: The AI voice agent should dynamically adjust its speaking pace to align with the caller’s speed of speech.

    Adaptive AI Speaking Voice: The AI voice agent should dynamically adjust its speaking pace to align with the caller’s speed of speech. This is especially important as many of our clients are seniors who may speak or respond more slowly, and a matched pace helps create a more comfortable and accessible interaction.

    7 votes

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17. Cost Centers built in RCX

    Currently, RCX bills lack a summary page showing agent allocations, similar to RingEX's cost center billing. The customer requests this feature

    45 votes

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18. Dashboard for agents and supervisors in RingCX

    RingCX agents should have the option to view the dashboard to see the other agent's status in the RingCX Agent platform, not in Analytics, without the need to change the agent type to Supervisor.

    85 votes

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19. Presence Sync Control between RingEX (REX) and RingCX (RCX)

    Problem Statement
    In the current SPOG (RingCX in RingCentral app) setup, agent presence is not fully synchronized between RingEX and RingCX.

    When a user is actively engaged in a RingEX call, their RingCX status may still appear as Available. As a result, RingCX continues to route inbound CX calls to the agent, leading to overlapping interactions and unintended call interruptions.

    This creates a conflict in blended environments where both RingEX and RingCX are actively used.

    Current Behavior

    Agent receives or is on an active RingEX call
    RingCX (SPOG) status remains Available
    RingCX continues routing inbound CX calls to the same agent
    No automatic blocking or presence update occurs based on RingEX call state

    Requested Behavior
    Introduce a configurable feature to enable or disable presence synchronization from RingEX to RingCX.

    When enabled:

    RingEX call state (e.g., In Call / Busy) updates RingCX presence
    RingCX automatically prevents routing of CX calls to the agent during active EX calls

    When disabled:

    Current behavior remains unchanged
    RingEX and RingCX operate independently for presence and routing decisions

    Business Justification

    Prevents agents from receiving overlapping calls across RingEX and RingCX
    Improves agent experience by avoiding interruptions during active calls
    Reduces risk of call handling conflicts in blended environments
    Provides customers control over presence behavior depending on operational needs
    Improves routing efficiency and reduces missed or mishandled interactions

    Problem Statement
    In the current SPOG (RingCX in RingCentral app) setup, agent presence is not fully synchronized between RingEX and RingCX.

    When a user is actively engaged in a RingEX call, their RingCX status may still appear as Available. As a result, RingCX continues to route inbound CX calls to the agent, leading to overlapping interactions and unintended call interruptions.

    This creates a conflict in blended environments where both RingEX and RingCX are actively used.

    Current Behavior

    Agent receives or is on an active RingEX call
    RingCX (SPOG) status remains Available
    RingCX continues routing inbound CX calls to the same… more

    4 votes

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    New  ·  0 comments  ·  Interaction routing, workflow & queuing  ·  Delete…  ·  Admin →
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20. 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 expert

    The "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

    I propose unifying options and behaviors across "My Messages" and "All Messages" sections to improve efficiency and user acceptance. This includes consistent functionality for transferring to agents/queues and deferring messages. Standardizing these features will simplify workflows, eliminate view-switching for basic tasks, and reduce effort for agents and supervisors.

    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 expert

    The "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

    … more

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    71 votes

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    4 comments  ·  Digital experience  ·  Delete…  ·  Admin →
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    Planned  ·  AdminKirill.V (Group Product Manager, RingCentral) responded

    In design