1589 results found
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RingCX Feature Request: Native Integration for RingEX Call Queue Transfers
When an agent is using the RingCX application, they have the ability to transfer calls to RingEX users and see their extensions in the corporate directory. However, there is no native integration that allows RingCX agents to transfer calls directly to RingEX call queues. The customer is currently using a workaround where they manually upload the DIDs of the RingEX call queues into the RingCX phone book, which allows for transfers as if it were an external contact. This is a time-consuming and inefficient process that requires manual maintenance whenever a call queue is changed or added. The customer would…
20 votes -
Enable Automated Disposition Email Generation for Manual Outbound Calls
RingCX currently supports automated email generation for inbound calls based on the disposition selected by the agent, through custom workflow. This feature has already been designed, presented, demo’d, and validated for inbound workflows.
However, during UAT, customers requested that this same functionality be extended to manual outbound calls, which is not currently supported.
Current Limitation:
Automated disposition-triggered emails only work for inbound calls
Manual outbound calls do not generate emails, even when dispositions are applied
Agents must perform follow-up communications manually, leading to inconsistent workflows between inbound and outbound callsRequested Enhancement
Enable automated email generation for manual outbound calls,…2 votes -
Callback Flow Improvement
There should be a way in RingCX to enhance the callback experience by allowing callback requests to be honored immediately after the caller’s initial input, without requiring a second confirmation—even if the caller disconnects early.
Current Behavior
1) Callers press “1” to request a callback.
2) A second confirmation (“press 1 again”) is required before the callback is officially queued.
3) If the caller disconnects before completing the second confirmation or before system disconnect, the interaction is marked as “Inbound ACD Callback Incomplete.”
4) No callback is generated, even if the caller already indicated intent.Problem Statement
• The two-step…4 votes -
Expose API data when a call is connected
We recently ran into an issue where a configured Start Recording node in an Agent Script was triggering before the ADD SESSION event. This caused the recording event to fail, and the call would not be recorded. We solved this by adding a half second forced wait in the agent script. It would be beneficial to expose this information in Audit Logs or similar when the call connects, so that if this were to happen again it would be easily diagnosable.
3 votes -
Log all calls even if Agent is offline in RingCentral Voice for Salesforce
Log all calls even if the agent is offline in RingCentral Voice for Salesforce.
2 votes -
Lower Ringtime on campaigns to 15 seconds
Lower Ringtime on campaigns to 15 seconds, right now the minium we can go to is 20 seconds
Our testing has demonstrated that approximately 20 seconds represents an inflection point where voicemail pickups begin to increase significantly. By allowing a configurable ring timeout of 15 seconds, we can:
Reduce the number of calls answered by voicemail.
Improve Answering Machine Detection (AMD) performance.
Reduce unnecessary machine-to-agent transfers.
Improve agent productivity and customer experience.
Reduce overall dialing latency while remaining compliant with applicable regulations.2 votes -
RCX | Audible Notification for Agent Pending Disposition (Pend-Disp) Status
Feature Enhancement Request – RingCX
Title: Audible Notification for Agent Pending Disposition (Pend-Disp) StatusRequest Summary:
Request enhancement in RingCX Agent Workspace to provide an audible notification when an agent remains in Pending Disposition (Pend-Disp) status, similar to the current Ring No Answer (RNA) audible alert behavior.Current Behavior:
In RingCX, when an agent misses an offered interaction and enters RNA (Ring No Answer) status, the agent receives an audible beeping notification until they manually change their state (e.g., Available, Away, or another status).However, when an agent enters Pending Disposition (Pend-Disp) status, there is currently no equivalent audible indication…
3 votes -
Call transcript
Customer would like to have a copy of a transcript with his interaction with the live agent. It would be helpful if the customer would have a documented transcript sent to them via email as documentation of the conversation they had with a live rep. instead of just going through to the ticketing system
3 votes -
callback feature only when calls are waiting or wait time reaches a set threshold
Feature Request: Create a feature that can dynamically determine when a callback queue event should be offered based on specific thresholds (i.e SLA, elapsed time (currently in place), abandoned rates, # of calls waiting, etc.)
5 votes -
RingCX Digital Queue Agent Priority setting
Currently, RingCX supports agent priority ranking for voice skills, allowing administrators to route interactions to the most qualified agent first, with automatic fallback to other available agents. This same capability does not exist for digital skills.
We are requesting the ability to assign priority rankings to agents within digital skills, enabling digital interactions to route to the highest-ranked available agent before cascading to others. This would support proficiency-based routing, improve efficiency, and provide consistency across voice and digital channel configuration.
7 votes -
Import RingEX IVRs to RingCX
- Executive Summary As customers migrate from RingEX to RingCX (or adopt a hybrid setup), reconstructing complex Interactive Voice Response (IVR) menus manually in RingCX is a major pain point. It is time-consuming, prone to human error, and delays the onboarding process.
This feature will allow administrators to export an existing RingEX IVR configuration and import it directly into RingCX, automatically mapping menus, prompts, audio files, and key presses (extensions) to the corresponding RingCX queues, scripts, or flows.
Problem Statement
"Rebuilding a 5-level IVR menu with dozens of audio prompts in RingCX takes hours of manual labor and requires dual-monitoring both…
3 votes -
Show Who Has Clicked "Start Dialer" on the Real-Time Dashboard
Issue :
The problem is that the real-time supervisor dashboard does not show whether a user or agent has clicked on the "Start Dialer" button or not.What is the Proposed Solution?
We want to add a new column to the Real-Time Agent Monitoring Dashboard called "Dialer Status." This column will track whether an agent has initiated their dialing session or not based on backend indicators:
Dialer Clicked: The system tracks that the agent has actively clicked the button to initiate the dialer workflow, indicating they are actively participating in the campaign.
Dialer Not Clicked: The agent is logged in…3 votes -
phonebook role
Since there is no way at this time to do a bulk upload of entries into the RCX Phone Book, we would like to be able to create a custom admin role who only has the ability to edit the RCX Phone Book. This is currently not possible.
8 votes -
Add Native Workforce Management (WFM) & Forecasting to RingCentral RingCX
RingCentral RingCX would greatly benefit from built-in Workforce Management (WFM) capabilities to help contact centers forecast demand, plan staffing, and maintain service levels without relying on external tools or spreadsheets.
As RingCX is adopted by larger and global contact centers, teams need better visibility into future demand and agent availability. Native WFM features would enable more accurate staffing decisions, improved queue coverage, and a better customer and agent experience.
Requested Features:
- Forecast call and digital channel volume using historical RingCX data
- Interval-based forecasting (e.g. 15 or 30 minutes)
- Staffing recommendations based on SLA targets (for hour/day/week/month)
-…8 votes -
Copy Existing Agent Roles to new roles
Need to be able to copy an existing agent role when creating a new role. This would save a bunch of time if an existing role has "most" of what you want for a new role.
6 votes -
Track and report on agents' geo-location
For Better Agent management, it will be helpful if we can have geolocation in RingCx as well like what we have in Analytics of RingEX
4 votes -
change button shape and placement
Ability to change the placement/size/shape of button using visual library. You can do this but the default button shows after interactions.
It doesn't make sense to allow button changes but only before the customer interacts, the change should implement permanently on the chosen URL/site regardless of interaction.
Please see case 28193631 for further information along with a video.
24 votes -
RingCX Voice Agent - Enhanced Call History: Visual Differentiation and Filtering Options
The customer would like the historical call view in Agent RingCX to display call results differently—for example, using different text colors for successful calls versus missed calls (RNA). They would also like the ability to filter call history by All Calls, Missed Calls, Incoming Calls, and Outgoing Calls, similar to what is available in RingEX.
45 votes -
Support Salesforce Record Lookup by ExternalID for RingCX Campaigns
Feature Summary:
Add the ability to configure the Salesforce record lookup method used by the RingCX integration. In addition to the current phone number-based matching, provide an option to use a Salesforce ExternalID field as the primary lookup key.Business Need:
Some organizations maintain multiple Salesforce Leads or Contacts with the same phone number due to their business processes. With the current phone number-based lookup, RingCX prompts agents to select the correct record whenever duplicate phone numbers are found, which slows down the dialing process and increases the risk of selecting the wrong record.Many customers already use a unique…
2 votes -
RingCX Audio Library - Ability to Override Existing Audio Files in RingCX Audio Library
Feature Request: Ability to Override Existing Audio Files in RingCX Audio Library
We would like to request an enhancement to the RingCX Audio Library to support the ability to override or replace existing audio files.
Current Behavior:
When a new audio file is uploaded to an existing prompt, it is added as a separate version rather than replacing the existing file. This can result in multiple files with similar or identical names, which may create confusion when managing prompts.Proposed Enhancement:
Introduce a clear option to override (replace) an existing audio file, such as:- A “Replace File” or “Overwrite” option…
5 votes
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