1509 results found
-
Ability to filter the number added in route properties for all workflows
Ability to filter the numbers added in route properties for all workflows instead of checking them manually. It will be efficient and time-saving if there's an option for this. In this way, we can change the number added to another number we prefer and resolve the issue as soon as possible.
10 votes -
Allow other super admins to receive service status notifications for RingCX updates
The customer would like additional super admins to receive RingCX service status notifications related to their account, including updates, release notes, new features, maintenance notifications, outages, and other RingCX-related alerts.
According to the customer, only the primary (main or first-born) super admin extension currently receives these notifications. They would like other super admins to also receive RingCX notifications and alerts, even if they are not the primary super admin.3 votes -
Enhanced Email Suppression Management Controls and Visibility
Description:
Currently, email suppression is managed automatically based on real-time feedback from recipient mail systems. While this helps maintain sender reputation and deliverability, administrators have limited visibility and control over suppressed recipients.We would like to request enhanced suppression management capabilities, including:
*Ability to disable or override suppression for specific recipients or campaigns.
*Configurable suppression policies based on business requirements.
*Automated notifications when recipients are added to the suppression list.
*Scheduled suppression list reviews and reporting.
*Self-service tools to view, manage, and remove suppressed recipients.
*Greater visibility into the specific reason and source of suppression.Business Impact:
Organizations may experience…1 vote -
Do not change agent status to Available once the call is over, when agent was initially unavailable.
If an agent is initially unavailable and receives an internal call or makes an outbound call, do not automatically change agent status to Available once the call is over.
44 votes -
Automated or bulk download capability for RingCX transcripts.
Automated or bulk download capability for RingCX transcripts.
The customer is requesting a bulk export feature for RingCX call transcripts.3 votes -
RingCX Digital Message Notification Improvements
Digital interaction notifications in "My Messages" appear when an interaction dequeues to an agent.
Requeuing via "Transfer" (within the notification) removes the notification from the handling agent and shows a new notification for the agent to which the interaction dequeues.
However, transferring directly to another agent through "All Messages" keeps the notification with the initial agent, creating a three-party chat scenario.
To address this inconsistency, we propose unifying the behaviour for all transfers: remove the notification from the initial agent and display it for the receiving agent, matching queue transfer behaviour.
48 votes -
Real-Time Call Recording Availability for Compliance
Currently, call recordings can be delayed by up to 1.5 hours, which hinders urgent compliance verification and exceeds business requirements.
This feature request proposes improving the recording system to ensure real-time or near-real-time availability of call recordings, allowing:
Immediate access for compliance or quality checks.
Faster resolution of disputes or customer issues.
Reliable tracking and auditing of calls in alignment with business needs.The goal is to enhance operational efficiency, compliance readiness, and overall reporting accuracy.
14 votes -
Manually assign call back request to agents
Manager would like the option to assign out callback to agents and then have agents pick up those calls once available
12 votes -
RingCX SPOG: contact search during transfer caps at 10 results — raise the cap and add scroll
Description
In the RingCX SPOG App, when users initiate a call transfer and search for a contact, the system currently returns only 10 results.This limitation makes it difficult for agents to locate the correct contact, particularly in environments with large directories or when contacts have similar names.
Steps to Reproduce
1. Initiate or receive a call
2. Attempt to transfer the call
3. Use the contact search function
4. Observe that only 10 contacts are returned, even when more matches existActual Result
Search results are limited to 10 contacts.Expected Result
Search should return more results (e.g., 50–100)…3 votes -
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.
5 votes -
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.12 votes -
Add SharePoint Sites as a Knowledge Base Source for RingCentral AI
Please add support for Microsoft SharePoint sites as a source for the RingCentral AI knowledge base.
Currently, the knowledge base can be built using Google Drive or manual uploads, but many organizations like ours store their internal documentation, policies, procedures, and support materials in SharePoint. Allowing SharePoint sites or document libraries to be connected directly would make it much easier to keep AI knowledge current and aligned with existing company content.
2 votes -
Transcriptions for voicemail email notifications in RingCX
Current Behavior:
When a call routed to a workflow or voice queue is sent to voicemail, the email notification received contains only the voicemail recording as an attachment. There is no voicemail transcription included in the email body.Requested Enhancement:
Enable voicemail transcriptions to be included directly in the email notifications sent when a voicemail is left for a workflow or voice queue.This functionality already exists in the RingEX platform, and we would like to have the same capability available in RingCX for consistency and usability.
Important Clarification:
This request is not related to the Queue Voicemail Channel feature.…
6 votes -
Add the existing (warm) "Transfer" call control functionality to the "Requeue" feature. "
When using the (warm) "Transfer" feature, agents are given call controls for both calls independently. This allows agent to switch between both calls as needed by placing one leg on hold. It also provides options to disconnect certain legs, their leg only, or the entire call.
In contrast when using the (Stay on call) "Requeue" feature agents do not have any ability to switch between both calls.
If an agent needs to reconnect the voice path to the original while utilizing "Requeue", they must hit "Resume". By doing the Requeue is effectively cancelled and agents would need to restart the…
23 votes -
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…
5 votes -
check what number given by the customer in the call back request
A report to check what number given by the customer in the call back request
Additional details for the feature that you are requesting:
There is no way to continue to track a call if the caller requests a call back to a number that they didn’t call from.What is your use case for this feature request?
To figure out what happened to a certain call/s without having to ask the caller what number they used when they enter it into the system.What problem are you trying to solve or what problems does the current functionality cause?
Streamlining…
2 votes -
Improve RingCX Salesforce OpenCTI session handling to prevent call disruption due to stale browser cache/session data
Description:
When browser cache/session data becomes stale or corrupted, RingCX Salesforce OpenCTI sessions may fail to load properly, resulting in:Calls not ringing
Agent unable to accept calls
Silent failure until cache is manually clearedRequest:
Implement improved session validation and auto-recovery mechanisms so that:The CTI session can detect corrupted/stale state
Automatically refresh/reinitialize the session without requiring full browser cache clear
Provide soft recovery (reload CTI session, re-authenticate silently, or reset state)Business impact:
Reduces agent downtime and eliminates dependency on manual cache clearing, improving reliability in production environments.2 votes -
Closed Caption in CX
RingCX currently does not provide live closed captioning or real‑time transcription visibility for agents handling voice calls in the RingCentral desktop app. This creates a meaningful accessibility gap, especially given that live captions are available in RingEX and that RingCX already performs real‑time transcription behind the scenes for analytics and AI features.
This appears to be a product parity and accessibility issue, not a technical limitation.Why This Matters
Live closed captioning is a recognized accessibility accommodation, not merely a convenience feature. Its absence in RingCX directly impacts:Deaf or hard‑of‑hearing agents
Agents with auditory processing disorders
Neurodivergent agents who…4 votes -
Sub-Status Selection During "Engaged" State for Mid-Call Task Tracking (RingCX)
Hi Team,
I am submitting a high-impact Feature Request on behalf of a RingCX customer who manages a high-volume Customer Service Representative (CSR) team.
Customer Use Case & Workflow
The customer’s team frequently handles multi-purpose interactions where a single customer call covers multiple distinct topics (e.g., spending the first few minutes on a billing dispute, then transitioning to processing a payment).The customer wants supervisors to be able to monitor exactly what an agent's current call is about in real time and track how long they spend on each specific task within that single live interaction.
Proposed Feature / Ideal…
2 votes -
Expose “Allow Call Transfer to Non-Available Agents” Setting in Customer-Facing RingCX Admin Portal
Summary:
Request to make the existing setting “Allow call transfer to non-available agents” visible and configurable within the customer-facing RingCX Admin Portal, aligning it with current availability in the internal RingCX Super Admin tool.Background:
The setting “Allow call transfer to non-available agents” is বর্তমানে accessible and configurable through the internal RingCX Super Admin tool. However, this option is not exposed in the customer-facing admin interface.This creates a discrepancy between internal and customer-level configuration capabilities.
Current Behavior:
Setting is available via internal RingCX Super Admin tool
Setting is not visible or configurable in the customer-facing RingCX Admin Portal
Customers…2 votes
- Don't see your idea?