1319 results found
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Make the Knowledge Base for Agent Assist available on demand
Not all clients use RingCX for all interaction types. Make the knowledge base available to be searched/reviewed regardless of if there is an active interaction.
12 votes -
Interaction Search
Interaction Search feature like on CXOne. Instead of pulling up a report and manually look for the interaction.
4 votes -
RingCx | Allow Error / Default Routing for JavaScript Nodes in Workflow Editor
ummary:
Enhance JavaScript nodes in the Workflow Editor to support “Error” and “Default” routing options to prevent calls from getting stuck in the node when an issue occurs with the script execution.Details / Description:
Currently, the only way to move a call through a JavaScript node is by explicitly setting a connection using ivr.setConnection("go"); and then mapping the connection ? to the value of "go" (or whichever name is assigned).If for any reason the script fails to set the connection properly (e.g., a runtime error, variable not found, or unexpected input), the call will remain stuck in the…
6 votes -
comments in the report to be increased to more than 125
Limited comments in the report. We are able to type as many characters as we need in the comments section of the questionairre but it seems to be limited to 125 characters on the report. How do we increase the number of characters on the report? Lead number 870551 is an example of this.
2 votes -
RingCX Inbound Queue Reconciliation & Unclassified Exit Visibility
We request a native, system-calculated metric in RingCX Analytics that automatically reconciles the total Queue Inbound Interactions (Presented) against all final outcomes (Answered, Abandoned, Callback, and Deflected). Currently, a significant volume of interactions falls into a catch-all "Other" bucket due to system-level disconnects or unclassified IVR exits, requiring complex manual reconciliation. This enhancement should provide a clear, granular breakdown of Unclassified Queue Exits and a pre-calculated "Total Outcomes" column to ensure every presented call is accounted for with 1:1 accuracy without manual spreadsheet work.
3 votes -
Add inbound caller ID normalization to E.164 format (+61XXXXXXXXX) for Australian numbers so that inbound call logs and desk phones (e.g., Y
Add inbound caller ID normalization to E.164 format (+61XXXXXXXXX) for Australian numbers so that inbound call logs and desk phones (e.g., Yealink T54) correctly resolve names from the RingCentral Company Directory.
2 votes -
RingSense_OrganisationTab_ Ability to reset the Industry field settings to their default configuration.
The customer wanted to have an option to reset he Industry field settings to their default configuration.
RingSense > Admin Settings > Organisation> Update the Industry field2 votes -
RingCX bulk upload on phonebook
Requesting to have the bulk upload on directories under RingCX. Uploading new contacts on directories have only one option to upload one by one. If needing to upload hundreds of contacts, that will take time.
Creating global phone book entries in RingCX screenshots of options attached.
17 votes -
Ringcx voicemail Email notification includes transcript of the voicemail
Currrently in RingCX, when someone leaves a voicemail. It sends an email notification to any email recepient. However it doesnt include the transcript of the voicemail recording.
This will be very helpful so that we no longer need to listen to the whole recording and make our task more efficient.
33 votesInteractions coming through the Queue voicemail channel provide transcripts now
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Chat send to email
Ability to email a chat transcript with contact details.
9 votes -
Qualified Dispositioned Break out/Drop Down Report
Dialer: They would want a complete list of positively dispositioned lead that generated. Customer stated that they would want a separate list/stand alone reporting (Specified Qualified disposition excel/.csv file).
8 votes -
To Have Start and End Time Attributes in RingCX for Salesforce
We would like to request the addition of attributes in RingCX for Salesforce that capture both start and end times. This functionality would provide better tracking, reporting, and integration with workflows, ultimately improving visibility and efficiency for users.
7 votes -
Allow RingCX alerts to be sent to multiple selected users
It would be highly beneficial if RingCX alerts allowed Admins to select multiple users as recipients within a single alert configuration.
At present, alert routing appears to require either:
Single-user targeting, or
Separate configurations per user
This increases administrative overhead and makes alert management more difficult at scale.
Enhancing this to support multi-user selection would:
Reduce duplication of alert configurations
Improve scalability for larger teams
Ensure consistent notification distribution
Simplify ongoing maintenance
This is especially important for operational alerts that need to notify multiple Supervisors or stakeholders simultaneously.
2 votes -
Bulk log out agents from all queues (real-time dashboard control)
It would be extremely helpful for Admins and Supervisors to have the ability to bulk log out agents from all queues they are currently logged into directly from the real-time dashboards.
The ideal functionality would allow a one-click action to log out selected agents from all queues, with the exception of agents who are currently on an active call (those agents would remain unaffected until their call ends).
This would support:
Faster end-of-day queue management
Improved control during incidents or system issues
Cleaner queue hygiene and reduced risk of agents remaining unintentionally available
Operational efficiency during shift changes
Having this…
2 votes -
Paging in RCX
Currently the ability to park and offer paging is only available on the EX side. In Healthcare, paging on call doctors is a daily aspect of their jobs and not being able to page in RCX has prevented the adoption of RCX. Having the option for an agent to place the caller on hold while they page an office to find a doctor and then hand them directly to the doctor is severely needed on the RCX platform.
5 votes -
Sync RingCentral App status with RingCX SPOG status
The ability of the RC app to change its status to DND when a RingCX call comes in, so they won't receive an REX call. The same goes when receiving an RC App call to change the RCX status to Unavailable or Busy.
7 votes -
Save last number used when using "External Phone" as voice connection in RingCX salesforce and standard ( and other) web apps
when a user in RingCX uses "External Phone" as their Voice connection, save the last number used here. should be an easy change and it would save a LOT of "we ended up in an RNA state" support tickets...
21 votes -
Omnidirectional Allow RingCentral App Channels
We would like the "Allow RingCentral App Channels" setting to sync both ways. It has been described as Unidirectional. Currently on a RCX Call, we could still get a direct call to our office line. We would like presence to sync both ways so that our agents don't get another call while on a CC call.
15 votes -
RingCX - Option not to count outbound queue calls within inbound reporting stats
Currently, if an agent has an inbound queue assigned to them in the 'manual outbound default queue assignment' field, then manual outbound calls made by that agent are counted in analytics as inbound calls against that inbound call queue.
This causes some confusion in reporting and skews stats related to inbound calls to the given call queue.
Customers would like an option to differentiate between inbound and outbound calls associated with an inbound queue, or at least manual outbound calls associated with an inbound queue should not be counted on inbound reports & dashboards.
30 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.…
2 votes
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