1659 results found

1. 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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2. Digital Email Routing After Hours with Automated Holding and Release at Business Opening

   Overview

   Client requires emails received after hours to remain held until the relevant community’s next business opening. Because agents support multiple communities across different time zones, delivery must follow each community’s operating schedule independently of when agents log in. This process should run automatically without manual changes to agent queue assignments.

   Current Limitations:

   Early delivery: Previously queued emails may be offered when an agent becomes available, even if the community’s business hours have not started.

   Fixed waiting periods: A holding-queue timer measures elapsed time from each email’s arrival rather than releasing it at the next business opening. Emails arriving shortly before opening may therefore remain delayed unnecessarily.

   Different operating schedules: A single waiting period cannot reliably accommodate time zones, weekend hours, and community-specific exceptions.

   Manual intervention: Administrators or agents must manage queue participation to prevent premature delivery, creating additional workload and inconsistent handling.

   Proposed Enhancement:

   Introduce automatic after-hours holding and release based on each digital queue’s configured business schedule.

   The enhancement should:

   -Hold pending emails while the associated community’s queue is closed.
   -Make held emails eligible for normal routing when that queue opens, regardless of when they arrived.
   -Prevent agent login or availability from triggering delivery before opening.
   -Respect each queue’s time zone, weekend schedule, and configured exceptions.
   -Preserve community identification and interaction history.
   -Exclude closed-hours waiting from relevant speed-to-lead calculations while retaining separate after-hours volume reporting.

   For example, an email received one hour before a community opens should become eligible for delivery at opening, without an additional fixed waiting period.

   Overview

   Client requires emails received after hours to remain held until the relevant community’s next business opening. Because agents support multiple communities across different time zones, delivery must follow each community’s operating schedule independently of when agents log in. This process should run automatically without manual changes to agent queue assignments.

   Current Limitations:

   Early delivery: Previously queued emails may be offered when an agent becomes available, even if the community’s business hours have not started.

   Fixed waiting periods: A holding-queue timer measures elapsed time from each email’s arrival rather than releasing it at the next business opening. Emails arriving shortly… more

   2 votes

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3. 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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4. 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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5. 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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6. 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 queues

   7 votes

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7. 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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8. Increase the maximum capacity limit for RingCX Analytics Historical Reports beyond the current platform limitation of 80,000

   Request: Increase the maximum capacity limit for RingCX Analytics Historical Reports beyond the current platform limitation of 80,000 rows, 80,000 columns, or 80,000,000 cells. According to the current RingCX Analytics platform capacity documentation, reports exceeding this limit only display partial results, with the option to export the full dataset as a raw CSV file.

   Business Justification: The customer generates large volumes of historical analytics data and is reaching the current reporting limits. The existing capacity restricts their ability to view and analyze complete datasets directly within RingCX Analytics, resulting in additional manual effort to export, process, and review data externally.

   Requested Enhancement:

   Increase the Historical Report result size limit beyond:
   80,000 rows
   80,000 columns
   80,000,000 cells
   Allow larger datasets to be displayed and processed directly within RingCX Analytics.
   Improve scalability for customers with high call volumes and extensive historical reporting requirements.

   Customer Impact:

   Reduces dependency on CSV exports for large reports.
   Improves reporting efficiency and user experience.
   Enables more comprehensive analytics and trend analysis within the RingCX platform.
   Supports enterprise customers with significant reporting and compliance requirements.

   Current Limitation: RingCX Analytics Historical Reporting currently supports a maximum report size of 80,000 rows, 80,000 columns, or 80,000,000 cells, and exports are limited to 80,000 rows for manually downloaded reports.

   Priority: Customer Enhancement Request / Analytics Scalability Improvement.

   RingCX Analytics historical dashboards and historical reports have the following platform capacities.
   https://support.ringcentral.com/article-v2/RingCX-Historical-Analytics-platform-capacity.html?brand=RingCentral&product=RingCX&language=en_US

   Request: Increase the maximum capacity limit for RingCX Analytics Historical Reports beyond the current platform limitation of 80,000 rows, 80,000 columns, or 80,000,000 cells. According to the current RingCX Analytics platform capacity documentation, reports exceeding this limit only display partial results, with the option to export the full dataset as a raw CSV file.

   Business Justification: The customer generates large volumes of historical analytics data and is reaching the current reporting limits. The existing capacity restricts their ability to view and analyze complete datasets directly within RingCX Analytics, resulting in additional manual effort to export, process, and review data externally.

   … more

   2 votes

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9. 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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10. 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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11. 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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12. 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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13. 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.

    86 votes

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14. 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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15. 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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16. 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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    72 votes

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    Planned  ·  AdminKirill.V (Group Product Manager, RingCentral) responded

    In design

17. AI Audio Redaction Service

    AI Audio Redaction Service
    1. The Problem Statement
    Currently, RingCentral Session Border Controllers (SBCs) capture raw audio and attach it to RingEX (REX) or RingCX (RCX). When these recordings move into RingSense/ACE, the system successfully redacts PII and PCI from the text transcripts, but the raw audio files remain untouched.
    The Risk: Unredacted audio containing sensitive PII/PCI resides in REX/RCX for 30–90 days, and in ACE for up to 12 months.
    The Liability: This exposes clients to severe compliance violations (PCI-DSS, HIPAA, GDPR), a risk compounded by the common client misconception that audio is redacted alongside transcripts.
    2. The Proposed Solution
    Develop and integrate a native AI Audio Redaction Service. This service will act as a mandatory processing gateway for recordings before they are committed to long-term or short-term storage.
    End-User Control: Administrators will have the ability to select from standard compliance templates (e.g., PCI, HIPAA) or program specific PII/PCI fields to be targeted for redaction.
    Mechanism: The AI will identify the selected spoken elements and overwrite those specific audio segments with white noise.
    Outcome: A sanitized audio file that protects clients across all downstream platforms.
    3. Proposed Architectural Workflow & SLA
    To balance compliance with operational efficiency, the workflow introduces a brief, defined processing window:
    SBCs / Recording Service: Audio is captured.
    AI Audio Redaction Service (New): Audio is routed here first.
    Processing SLA: The redaction service processes the file and applies white noise to targeted elements. The sanitized audio will be available within 3–5 minutes post-call.
    Storage & Analytics: The sanitized file is then pushed to REX, RCX, or AIR Pro.
    Long-Term Archive: The file moves to ACE for 12 months of compliant storage.
    4. Legal Framework & Client Acceptance
    Because this process fundamentally alters the original recording, legal and QA safeguards must be built into the onboarding flow:
    Destructive Edit Acknowledgment: Clients must explicitly accept that the redaction is a destructive process—the original raw audio containing the sensitive data is overwritten with white noise and cannot be recovered.
    AI Accuracy Disclaimer: The Terms of Service will require clients to acknowledge that while AI speech-to-text is highly accurate, it is not 100% perfect. Variables like poor audio quality, heavy accents, or crosstalk can impact detection, and RingCentral does not assume liability for occasional false negatives (missed redactions) or false positives (over-redacted segments).

    AI Audio Redaction Service
    1. The Problem Statement
    Currently, RingCentral Session Border Controllers (SBCs) capture raw audio and attach it to RingEX (REX) or RingCX (RCX). When these recordings move into RingSense/ACE, the system successfully redacts PII and PCI from the text transcripts, but the raw audio files remain untouched.
    The Risk: Unredacted audio containing sensitive PII/PCI resides in REX/RCX for 30–90 days, and in ACE for up to 12 months.
    The Liability: This exposes clients to severe compliance violations (PCI-DSS, HIPAA, GDPR), a risk compounded by the common client misconception that audio is redacted alongside transcripts.
    2. The Proposed… more

    3 votes

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18. 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 callback.

    • Suggested display options:

      • A label in the incoming call popup (“Callback”)
      • Optional notes or metadata showing original callback request time
      • Distinct ringtone or visual marker (optional)

    Expected Benefit:

    • Agents can immediately identify that a call is a callback.
    • Improves handling and prioritization of callback calls.
    • Reduces confusion between normal inbound calls and queued callbacks.

    Current Behavior:

    • Queue callbacks are routed to agents but appear as standard inbound calls.
    • No distinguishing indicator in the agent interface.

    Impact:

    • This affects all RingCX customers using queue callbacks with agents relying on the agent desktop or softphone interface.
    • Callers who requested a callback may not be treated differently, affecting service experience.

    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… more
    6 votes

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19. Disable agent RingCX login

    Disable agent RingCX login. This option was available before but was removed.

    4 votes

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20. Disable Cold Transfer Functionality in RingCX

    Feature Request Title:
    Disable Cold Transfer Functionality in RingCX

    Feature Type:
    Enhancement Request

    Business Need:
    Customers would like the ability to disable the Cold Transfer option in RingCX to ensure agents follow established call-handling procedures. In many contact center environments, agents are required to complete a warm transfer process to provide proper context to the receiving party before transferring a caller. The current availability of the Cold Transfer option may lead to inconsistent customer experiences, insufficient handoff information, and reduced quality assurance compliance.

    Requested Enhancement:
    Provide an administrative setting within RingCX that allows administrators to:

    Disable the Cold Transfer option at the account level.
    Disable the Cold Transfer option for specific queues, teams, or agent groups.
    Disable the Cold Transfer option based on agent roles and permissions.
    Allow only Warm Transfers while preventing agents from performing Cold Transfers.
    Configure transfer permissions through existing security profiles or role-based access controls.

    Expected Benefits:

    Improves customer experience by ensuring proper call handoff procedures.
    Reduces the likelihood of customers being transferred without context.
    Enhances quality assurance and compliance with internal call-handling policies.
    Minimizes call abandonment and customer frustration during transfers.
    Gives administrators greater control over agent transfer capabilities.

    Use Case Example: A customer service organization requires agents to brief the receiving department before transferring a caller. To enforce this process, the organization wants the ability to remove or disable the Cold Transfer button from the agent interface, ensuring that all transfers are performed as Warm Transfers.

    Current Limitation: RingCX currently allows agents to perform Cold Transfers, and there is no administrative setting available to disable this functionality or restrict it based on user permissions.

    Requested Outcome: Introduce a configurable option that enables administrators to disable Cold Transfers and enforce Warm Transfer workflows across their RingCX environment.

    Feature Request Title:
    Disable Cold Transfer Functionality in RingCX

    Feature Type:
    Enhancement Request

    Business Need:
    Customers would like the ability to disable the Cold Transfer option in RingCX to ensure agents follow established call-handling procedures. In many contact center environments, agents are required to complete a warm transfer process to provide proper context to the receiving party before transferring a caller. The current availability of the Cold Transfer option may lead to inconsistent customer experiences, insufficient handoff information, and reduced quality assurance compliance.

    Requested Enhancement:
    Provide an administrative setting within RingCX that allows administrators to:

    Disable the Cold Transfer option… more

    2 votes

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