1589 results found

1. SMS Conversation Assigned to Different Agent During Active Voice Call with Same Customer

   We would like to know if there is a way to keep SMS interactions with the same agent who is currently handling an active voice call with the customer.

   Workflow:
   - An agent is on an active voice call with an install partner
   - During the call, the agent asks the customer to send photos via SMS
   - When the customer sends the SMS, the new SMS conversation is automatically assigned to a different available agent instead of the agent currently handling the voice call

   Our goal is to have the SMS conversation remain with the same agent handling the active call, allowing them to continue the interaction without transferring context or involving another agent

   We would like to know if there is a way to keep SMS interactions with the same agent who is currently handling an active voice call with the customer.

   Workflow:
   - An agent is on an active voice call with an install partner
   - During the call, the agent asks the customer to send photos via SMS
   - When the customer sends the SMS, the new SMS conversation is automatically assigned to a different available agent instead of the agent currently handling the voice call

   Our goal is to have the SMS conversation remain with the same agent handling the… more

   2 votes

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2. 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

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3. Delete agent's old name from the agent full name filter

   When an agent's name is edited, the old name stays on the CX analytics agent full name filter. All interactions associated to the agent will be associated to the new name which makes the old name useless.

   2 votes

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4. Block Incoming CX Calls When Agent Is Already on an Active EX Call

   Request:
   Please submit a feature enhancement to prevent incoming CX queue calls from being presented to an agent who is already engaged in an active EX call.

   Current Behavior:
   When an agent is on an active EX call and an incoming CX queue call is received, the CX call may interrupt the ongoing call, place the active call on hold, and cause the agent's status to change to RNA.

   Requested Behavior:
   When an agent is already engaged in an active EX call, incoming CX queue calls should be blocked or prevented from being offered to that agent until the agent is available.

   Business Impact:
   The current behavior can interrupt active calls, place calls on hold, and result in agents being marked as RNA. This may negatively impact call handling and CX reporting.

   Expected Outcome:
   Agents who are actively engaged in an EX call should not receive or be interrupted by incoming CX queue calls until they become available.

   Priority:
   Please evaluate this enhancement and advise whether it can be implemented, along with any available timeline or alternative configuration/workaround.

   Request:
   Please submit a feature enhancement to prevent incoming CX queue calls from being presented to an agent who is already engaged in an active EX call.

   Current Behavior:
   When an agent is on an active EX call and an incoming CX queue call is received, the CX call may interrupt the ongoing call, place the active call on hold, and cause the agent's status to change to RNA.

   Requested Behavior:
   When an agent is already engaged in an active EX call, incoming CX queue calls should be blocked or prevented from being offered to that agent until the agent… more

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5. 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, where an agent's overall available time is accumulated rather than resetting with each offline period. However, this has led to some challenges for our users, who have noted that agents who have been available continuously are not receiving calls as expected.

   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,… more

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6. inbound CNAM

   For incoming calls into CX, can it automatically pull the CNAM and put it as the Caller Name when the call pops?

   2 votes

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7. Ability to control playback speed for variable audio that is captured in a workflow

   Need the ability to control playback speed for variable input audio that is captured in a workflow, e.g. credit card number. We want to make the playback slower so that the caller can clearly understand the number.

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8. Route Calls to the Agent With the Longest Time in AVAILABLE State

   Issue Summary:
   Calls are not being routed to the agent with the longest available time. Based on the RingCX Real-time Analytics report, calls are not consistently directed to the agent who has been available the longest.

   Current Behavior:
   RingCX routes calls without correctly prioritizing the agent with the longest AVAILABLE duration. Analytics (“Agent State Change Raw” report) confirmed that when a call arrives, the agent with the longest AVAILABLE state time is not always selected.

   Expected Behavior:
   RingCX should route calls to the agent who has been in the AVAILABLE state the longest.

   Troubleshooting Performed:

   Reviewed “Agent State Change Raw” in RingCX Analytics.

   Filtered the timeframe when agents were AVAILABLE at the moment of call arrival.

   Verified that calls were not routed to the agent with the longest AVAILABLE duration.

   Client Need / Requested Enhancement:
   The client requires that idle time be reset whenever an agent switches from WORKING / AWAY / BREAK / LUNCH back to AVAILABLE. This ensures accurate calculation of “longest available time” and correct routing behavior.

   Requested Action:
   Please implement a system update so that idle state automatically resets each time an agent re-enters AVAILABLE, ensuring proper longest-idle routing.

   Refer to:
   SF Case ticket: https://rc.lightning.force.com/lightning/r/Case/500TU00000lFlUzYAK/view?sv=%2Flightning%2Fo%2FCase%2Flist%3FfilterName%3D__Recent
   jira Ticket: https://jira.ringcentral.com/browse/EVSE-4563

   Issue Summary:
   Calls are not being routed to the agent with the longest available time. Based on the RingCX Real-time Analytics report, calls are not consistently directed to the agent who has been available the longest.

   Current Behavior:
   RingCX routes calls without correctly prioritizing the agent with the longest AVAILABLE duration. Analytics (“Agent State Change Raw” report) confirmed that when a call arrives, the agent with the longest AVAILABLE state time is not always selected.

   Expected Behavior:
   RingCX should route calls to the agent who has been in the AVAILABLE state the longest.

   Troubleshooting Performed:

   Reviewed “Agent State Change Raw”… more

   11 votes

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9. 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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10. Agent Ability to Delete Emails/Conversations

    Currently, agents do not have the ability to delete emails or conversations emails from RingCX. In our environment, the email address associated with the platform is frequently copied on exchanges that are not relevant to agent activity or customer interactions. Historically, these messages could be removed by users to maintain a clean and relevant inbox.

    The absence of a deletion capability can lead to unnecessary clutter, making it more difficult for agents to focus on actionable customer communications and increasing the time spent managing non-relevant interactions.

    We would therefore like to request the addition of an agent-level email/conversation deletion feature, allowing authorized agents to remove emails or conversation threads that are not related to customer service activities. This functionality would help improve agent efficiency.

    Currently, agents do not have the ability to delete emails or conversations emails from RingCX. In our environment, the email address associated with the platform is frequently copied on exchanges that are not relevant to agent activity or customer interactions. Historically, these messages could be removed by users to maintain a clean and relevant inbox.

    The absence of a deletion capability can lead to unnecessary clutter, making it more difficult for agents to focus on actionable customer communications and increasing the time spent managing non-relevant interactions.

    We would therefore like to request the addition of an agent-level email/conversation deletion feature,… more

    2 votes

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11. Call Waiting notification

    If a user is in an outbound call with a customer and another call comes into their queue, an incoming call notification pop-up should appear, notifying them of the incoming call.

    The agent should have the ability to put the first call on hold and then answer the second call.

    9 votes

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    Needs More Information  ·  0 comments  ·  Agent & supervisor experience  ·  Delete…  ·  Admin →
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12. Add Agent Capacity Profiles to manage concurrent async and real-time workloads

    Description:
    In the legacy Engage Digital platform, there was a valuable capability called Agent Capacity Profiles, allowing administrators to define how many asynchronous conversations (e.g. email, Apple Business Chat, WhatsApp, social messaging) an agent could handle simultaneously, while also reserving capacity for real-time channels such as webchat or voice.

    RingCX currently lacks an equivalent mechanism, making it difficult to manage agent workload across mixed interaction types.

    Pain Point:
    Without agent capacity control:

    Agents supporting both async and real-time channels can easily be over-allocated, leading to missed SLA targets or delayed responses.

    Supervisors cannot reserve a portion of agent availability for live channels while still allowing them to contribute to async workloads.

    It reduces flexibility and efficiency for operations that handle multiple channel types.

    Example Scenario:
    A managed service provider supports several businesses using RingCX. Each business uses Apple Business Chat for async messaging and LiveChat for real-time web interactions. Ideally, the same set of agents should contribute to both, but with clear limits — for example, each agent could manage 3 async conversations while keeping 50% of their capacity free for immediate live chat assignment. This is not currently possible without manual monitoring or third-party workarounds.

    Proposed Solution:
    Introduce an Agent Capacity Profile feature in RingCX similar to Engage Digital, enabling:

    Definition of concurrent conversation limits by interaction type (async and real-time).

    Ability to assign different profiles to agents, queues, or roles.

    Dynamic capacity management so agents aren’t overloaded.

    Benefits:

    Optimizes agent utilization while maintaining responsiveness on real-time channels.

    Improves SLA adherence across all communication types.

    Allows businesses to better manage diverse digital workloads without custom routing hacks.

    Aligns RingCX with proven features from Engage Digital, supporting a smoother migration path for customers transitioning between platforms.

    Description:
    In the legacy Engage Digital platform, there was a valuable capability called Agent Capacity Profiles, allowing administrators to define how many asynchronous conversations (e.g. email, Apple Business Chat, WhatsApp, social messaging) an agent could handle simultaneously, while also reserving capacity for real-time channels such as webchat or voice.

    RingCX currently lacks an equivalent mechanism, making it difficult to manage agent workload across mixed interaction types.

    Pain Point:
    Without agent capacity control:

    Agents supporting both async and real-time channels can easily be over-allocated, leading to missed SLA targets or delayed responses.

    Supervisors cannot reserve a portion of agent availability for… more

    7 votes

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13. Notification for agents when being on a call for too long

    Configurable alert to the agent based on time in call.

    We have an guideline for our agents of approximately how long they should be on a call, would be nice if a supervisor/admin could set an alert for an agent or groups of agents. So if an agent is on a call for X minutes, they get a pop-up alert on the screen, or ideally a separate pop-up window in case they've switched focus to another system, letting them know they should consider escalating the call to a higher level.

    6 votes

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14. Feature Request: RingCX | API for Microsoft Company Directory Integration

    Description

    • Requesting the ability to integrate their Microsoft Company Address Book (Azure AD / Microsoft 365 Directory) with RingCX.

    They would like RingCX to consume directory data via API so agents can access corporate contacts directly within the platform.

    Requested Capability

    • API-based integration between RingCX and Microsoft Company Directory

    • Sync or query users and contacts from Microsoft 365 / Azure AD

    • Make company directory contacts searchable and usable within RingCX (e.g., dialing, identification)

    Business Value / Use Case

    • Improves agent efficiency by eliminating the need to manually maintain contacts

    • Ensures a single source of truth for corporate directory data

    • Reduces operational overhead and data inconsistency

    • Enhances enterprise adoption for Microsoft-centric environments

    Current Limitation
    • RingCX does not currently provide a native API or connector to integrate with Microsoft Company Directory.

    Description

    • Requesting the ability to integrate their Microsoft Company Address Book (Azure AD / Microsoft 365 Directory) with RingCX.

    They would like RingCX to consume directory data via API so agents can access corporate contacts directly within the platform.

    Requested Capability

    • API-based integration between RingCX and Microsoft Company Directory

    • Sync or query users and contacts from Microsoft 365 / Azure AD

    • Make company directory contacts searchable and usable within RingCX (e.g., dialing, identification)

    Business Value / Use Case

    • Improves agent efficiency by eliminating the need to manually maintain contacts

    • Ensures a single source of… more

    7 votes

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15. 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.
    The Queue Voicemail Channel routes voicemails to agents assigned to a digital channel, which is a different use case.
    The requirement is to receive voicemail transcriptions in the company email inbox that currently receives voicemail notifications, not within the queue voicemail channel or agent workspace.

    Business Value:

    Improves accessibility and readability of voicemail messages
    Reduces the need to download and listen to voicemail recordings
    Aligns RingCX capabilities with existing RingEX functionality
    Enhances customer experience and operational efficiency

    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.… more

    7 votes

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16. Feature Enhancement Request: Customer-Controlled Azure Text-to-Speech (TTS) Voice Selection via SSML in RingCX Workflows

    Feature Enhancement Request: Customer-Controlled Azure Text-to-Speech (TTS) Voice Selection via SSML in RingCX Workflows

    Title:
    Enable SSML Support and Customer-Controlled Azure Text-to-Speech Voice Selection for IVR Workflows

    Product:
    RingCX Workflow / IVR Text-to-Speech (Azure TTS)

    Business Justification:
    Following the migration from Poly TTS to Azure Text-to-Speech, customers have lost the ability to control which voice is used for IVR prompts. The platform currently assigns a default Azure voice with no option for customers to select a preferred voice or configure speech characteristics.

    This has resulted in:

    • Unexpected voice changes without prior customer notification.
    • Customer dissatisfaction due to inconsistent IVR branding and user experience.
    • Reduced flexibility for multilingual deployments and accessibility requirements.
    • Lack of documentation explaining the change, supported voices, and current platform limitations.

    Several enterprise customers have requested the ability to choose Azure voices directly, particularly through Speech Synthesis Markup Language (SSML), allowing customization of voice, language, speaking style, pronunciation, and other speech attributes.

    Current Limitation
    • Workflow Text-to-Speech uses a fixed Azure voice.
    • Customers cannot specify:

    Azure voice name
    Language or locale
    Neural voice
    Speaking style
    Prosody (rate, pitch, volume)
    • No SSML input is supported.
    • No fallback or notification mechanism exists when the Azure TTS backend experiences failures.
    • Documentation does not clearly describe supported voices or service limitations.

    Requested Enhancement

    • Implement SSML support within the Workflow Text-to-Speech function to allow customers to fully leverage Azure Speech capabilities while maintaining compatibility with the existing Azure backend.

    The enhancement should allow customers to:

    1. Enter SSML directly within the TTS node.
    2. Select supported Azure voices.
    3. Configure: • Voice • Language • Speaking style • Rate • Pitch • Volume • Pronunciation
    4. Support multilingual voice selection where available.
    5. Validate SSML before execution.
    6. Maintain backward compatibility for customers who continue using plain text.

    Additional Requested Improvements

    1. Supported Voice Documentation

    Provide documentation that includes:
    • List of supported Azure voices
    • Supported locales
    • Neural voice availability
    • SSML examples
    • Feature limitations
    • Usage guidelines
    2. Advanced Voice Clarification

    Clarify whether premium Azure/OpenAI voices (for example, Nova Multilingual Neural HD) will be supported and whether their usage incurs additional licensing or operational costs.

    1. Backend Monitoring and Failure Handling

    Improve resiliency of the TTS service by providing:

    • Detection of Azure TTS service failures.
    • Workflow error handling when synthesis fails.
    • Optional fallback logic.
    • Monitoring and alerting for backend outages.
    • Customer-facing notifications for service-impacting events.

    1. Customer Change Communication

    Establish a standardized process for notifying customers whenever backend speech engines or default voices change to avoid unexpected IVR behavior and preserve customer experience.

    Expected Benefits
    • Restores customer control over IVR voice experience.
    • Enables richer, more natural speech using Azure SSML.
    • Improves multilingual support.
    • Reduces customer complaints following backend changes.
    • Improves documentation and product transparency.
    • Enhances reliability through better monitoring and failure handling.
    Aligns RingCX with Azure Speech capabilities and customer expectations.
    Priority

    High

    This enhancement addresses a customer-facing functionality gap introduced during the migration from Poly TTS to Azure TTS and impacts IVR branding, accessibility, multilingual deployments, and overall customer experience.

    Customer Impact
    • Customers currently cannot customize Azure voices.
    • Existing IVRs may sound different after backend changes without customer awareness.
    • Organizations relying on branded voice experiences cannot maintain consistency.
    • Lack of failure visibility can result in silent IVR issues during Azure TTS outages.

    Proposed Next Steps
    • Design and implement SSML support within the Workflow TTS node.
    • Confirm the list of Azure/OpenAI voices that will be supported.
    • Determine any licensing or pricing implications for premium voices.
    • Publish comprehensive product documentation.
    • Implement monitoring, fallback handling, and customer notification mechanisms.
    • Communicate the implementation timeline to affected customers.

    This enhancement was discussed jointly with Engineering and Support, with agreement to pursue SSML support as the long-term solution for restoring customer control over Azure Text-to-Speech voice selection.

    Feature Enhancement Request: Customer-Controlled Azure Text-to-Speech (TTS) Voice Selection via SSML in RingCX Workflows

    Title:
    Enable SSML Support and Customer-Controlled Azure Text-to-Speech Voice Selection for IVR Workflows

    Product:
    RingCX Workflow / IVR Text-to-Speech (Azure TTS)

    Business Justification:
    Following the migration from Poly TTS to Azure Text-to-Speech, customers have lost the ability to control which voice is used for IVR prompts. The platform currently assigns a default Azure voice with no option for customers to select a preferred voice or configure speech characteristics.

    This has resulted in:

    • Unexpected voice changes without prior customer notification.
    • Customer dissatisfaction due to inconsistent… more

    2 votes

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17. Realtime reporting to report on Categories

    Placeholder to provide more details...

    2 votes

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18. Add API and Reporting Indicator for Carrier-Masked / Altered Caller IDs

    Introduce a metadata field, flag, or indicator within the API response payload (e.g., Call Log API, RingCX API) and exported Analytics reports that identifies if a Caller ID/ANI is:

    The original caller phone number provided by the originating carrier, OR

    A suspected masked/replaced number applied during the telecom routing process (based on known SIP header metadata or gateway routing patterns).

    2 votes

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19. RCX | Increase data download

    have the ability to increase the data download in RingCX analytics from 80,000 to higher.

    5 votes

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20. Include Audio File Attachments on RingCX Voicemail Notifications

    Instead of the weblinks attached to access voicemail messages from RingCX, we'd like to attach the exact audio file to the email notification.

    19 votes

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