1659 results found

1. Fix Inverted ANI / DNIS Mapping on Outbound Reports in RingCX

   In RingCX Interaction Details reports, outbound call records invert standard telephony definitions:
   -The ANI column displays the customer/lead number called.
   -The DNIS column displays the outbound Caller ID presented by the dialer.
   -Under industry standards, ANI is the calling party (Caller ID), while DNIS is the number dialed.

   Business Impact :
   -Compliance Confusion: Auditing tools and compliance teams check the DNIS column to ensure calls are within legal daytime hours; inverted columns make fully compliant calls look like illegal curfew violations.
   -Wasted Support Time: Administrators and engineers spend weeks troubleshooting non-existent dialer bugs simply because the report mislabels the lead's number.
   -Loss of Trust: Customers lose confidence in RingCX when their own reports lead them to believe the platform is calling people outside business hours.

   Proposed Solution:
   -Flip the Columns for Outbound: Make ANI always show the Caller ID used, and DNIS always show the customer number called.

   In RingCX Interaction Details reports, outbound call records invert standard telephony definitions:
   -The ANI column displays the customer/lead number called.
   -The DNIS column displays the outbound Caller ID presented by the dialer.
   -Under industry standards, ANI is the calling party (Caller ID), while DNIS is the number dialed.

   Business Impact :
   -Compliance Confusion: Auditing tools and compliance teams check the DNIS column to ensure calls are within legal daytime hours; inverted columns make fully compliant calls look like illegal curfew violations.
   -Wasted Support Time: Administrators and engineers spend weeks troubleshooting non-existent dialer bugs simply because the report mislabels the lead's… more

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2. terminate calls in CX queue at end of business hours

   Our call center agents leave at 5pm. On high volume days, we may have 10 calls waiting in queue at 5pm when our agents logout for the day. We find that many of these calls will continue to remain in queue without accepting the callback option because they are unaware no one is going to be available until 8am the next morning. If we configure a queue event to disconnect calls when there are No Agents Signed In, we run the risk of disconnecting calls during the middle of the day when agents are leaving and returning from lunch. There is the chance we may have brief moments when all agents are logged out during business hours. So, the priority queue event, No Agents Signed In, is not preferred for our environment. I have configured the priority queue events for Queue closed, with a single play audio message that explains the office hours have ended and to call back during normal office hours with the event type set to “Call Termination.” However, this does not occur for active calls at 5pm. Needing an option to terminate calls with an announcement at the end of the day.

   I have an open support ticket for this question, but support has yet to provide a clear answer and is researching. This seems like a simple request. We previously used Cisco CCX and this action was in place by default.

   Our call center agents leave at 5pm. On high volume days, we may have 10 calls waiting in queue at 5pm when our agents logout for the day. We find that many of these calls will continue to remain in queue without accepting the callback option because they are unaware no one is going to be available until 8am the next morning. If we configure a queue event to disconnect calls when there are No Agents Signed In, we run the risk of disconnecting calls during the middle of the day when agents are leaving and returning from lunch. There… more

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3. 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

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4. Allow Maximum Ring Timer Configurability for IVA Integration Workflow Nodes

   Allow Maximum Ring Timer Configurability for IVA Integration Workflow Nodes.

   There is currently no ability to configure or limit the amount of time the RingCX platform attempts to connect to an IVA Integration Workflow node. The "Route" node includes a "Ring Duration" setting. This same setting would be very helpful to be configured for IVA integration nodes or within the admin portal IVA integration settings.

   Use case: If an IVA integration is working as normal and has no issues, the RingCX platform will hand the contact off to the IVA integration in milliseconds. However, if there is a connectivity issue with the IVA integration, the RingCX platform will attempt to connect to the IVA integration for 25-30 seconds before the workflow moves through the failure path.

   Impact: In the event of a connectivity issue with an IVA and a contact attempts to contact us via a workflow that includes the broken IVA integration, the contact is left waiting for nearly 30 seconds before their contact takes a workflow path that allows for the contact to be serviced by the workflow's fallback / failure path. This leads to an increase in abandons.

   Testing: I verified the 25-30 second connection attempts to a broken IVA integration by creating an intentionally broken IVA integration (With an intentionally incorrect SIP URI in the IVA Integration settings) and implemented that IVA integration in a RCX workflow. On each connection attempt, I had to wait 25 - 30 seconds before my contact would move down the failure / fallback path.

   Please allow for a maximum ring timer or maximum connection attempts setting for IVA integrations in either the RingCX Workflow IVA Integration Node or in the Admin Portal IVA Integration Settings.

   Allow Maximum Ring Timer Configurability for IVA Integration Workflow Nodes.

   There is currently no ability to configure or limit the amount of time the RingCX platform attempts to connect to an IVA Integration Workflow node. The "Route" node includes a "Ring Duration" setting. This same setting would be very helpful to be configured for IVA integration nodes or within the admin portal IVA integration settings.

   Use case: If an IVA integration is working as normal and has no issues, the RingCX platform will hand the contact off to the IVA integration in milliseconds. However, if there is a connectivity issue… more

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5. Ability to only show numbers assigned to the sub account to be used as outbound caller ID on RingCX Campaign

   currently it shows all assigned numbers for the whole account instead of showing only numbers assigned to the sub account as outbound caller ID

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6. Full Telephony Migration to RingCX with Physical Phone Support

   Request Summary
   The customer would like the ability to migrate their telephony operations entirely to RingCX, eliminating the current dependency on RingEX for initial call handling. At present, inbound calls are routed through RingEX first and are only transferred to RingCX when no agents are available. The customer's preferred design is for calls to be handled directly within RingCX from the outset.

   Business Need
   The customer is seeking a streamlined contact center architecture that leverages RingCX as the primary telephony platform. This would simplify call routing, reduce reliance on multiple platforms, and provide a more centralized agent experience and reporting model.

   Requested Functionality

   Support for full telephony operations within RingCX without requiring RingEX as the initial call-handling layer.
   Ability for agents to receive and manage RingCX interactions using a physical desk phone while remaining logged into RingCX as a softphone agent.
   Clarification on whether a hybrid configuration is supported where:
   RingCX remains the agent platform for call control, reporting, and routing.
   A physical desk phone serves as the endpoint for voice communications.
   Documentation and guidance outlining:
   Supported deployment models
   Configuration requirements
   Licensing prerequisites
   Dependencies between RingEX and RingCX
   Known limitations or restrictions

   Current State

   Inbound calls are initially processed by RingEX.
   Calls are only routed to RingCX under specific conditions (e.g., agent unavailability).
   The customer would like to remove this dependency and have RingCX act as the primary telephony platform.

   Desired State

   Inbound calls enter RingCX directly.
   Agents can continue using a physical desk phone for call audio while operating within the RingCX agent interface.
   The solution is fully supported and documented by RingCentral.

   Business Impact

   Simplifies the customer’s telephony architecture.
   Improves operational efficiency by consolidating telephony and contact center workflows.
   Reduces administrative overhead associated with managing separate RingEX and RingCX call flows.
   Supports the customer's planned telephony migration strategy.

   Request for Product Team Please evaluate and confirm:

   Whether full telephony migration directly to RingCX is supported.
   Whether agents can use physical desk phones as their voice endpoint while remaining active in RingCX.
   Any technical, licensing, or architectural requirements needed to support this deployment model.
   If the functionality is not currently supported, consider this a feature enhancement request for future roadmap evaluation.

   Request Summary
   The customer would like the ability to migrate their telephony operations entirely to RingCX, eliminating the current dependency on RingEX for initial call handling. At present, inbound calls are routed through RingEX first and are only transferred to RingCX when no agents are available. The customer's preferred design is for calls to be handled directly within RingCX from the outset.

   Business Need
   The customer is seeking a streamlined contact center architecture that leverages RingCX as the primary telephony platform. This would simplify call routing, reduce reliance on multiple platforms, and provide a more centralized agent experience and reporting… more

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7. Provide More Granular Control Over Available Caller ID Options in RingCX

   Issue / Customer Request:
   Customers would like more control over the caller ID options displayed in the RingCX Alternate Caller ID dropdown. Currently, numbers made available through RingEX, including IVR menu numbers and call queue numbers, may continue to appear even after Caller ID restriction settings have been configured in the RingEX Admin Portal.

   Current Behavior:
   RingCX displays available RingEX caller ID options according to the current system design. The existing RingEX Caller ID restriction settings apply to number categories rather than individual numbers and may not provide the level of control customers expect within RingCX.

   Expected Behavior:
   RingCX should provide more granular control over the caller ID options available to users, allowing administrators to manage which numbers appear in the Alternate Caller ID dropdown.

   Requested Enhancement:
   Consider implementing the following capabilities:

   Ensure RingCX appropriately reflects applicable RingEX Caller ID restriction settings.

   Allow administrators to exclude specific numbers, such as IVR menu numbers and call queue numbers, from the Alternate Caller ID dropdown.

   Provide more granular configuration options for managing available outbound caller IDs.

   Business Impact:
   Without more granular control, customers may be unable to remove unwanted caller ID options from the RingCX interface, potentially creating confusion for users and limiting administrative flexibility.

   Issue / Customer Request:
   Customers would like more control over the caller ID options displayed in the RingCX Alternate Caller ID dropdown. Currently, numbers made available through RingEX, including IVR menu numbers and call queue numbers, may continue to appear even after Caller ID restriction settings have been configured in the RingEX Admin Portal.

   Current Behavior:
   RingCX displays available RingEX caller ID options according to the current system design. The existing RingEX Caller ID restriction settings apply to number categories rather than individual numbers and may not provide the level of control customers expect within RingCX.

   Expected Behavior:
   RingCX should… more

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8. Separate Timer Configuration for the Away Base State in RingCX

   Introduce a Dedicated Timer Setting for the Away Base State

   Current Behavior:
   Currently, the Away base state does not have its own configurable timer. Instead, it follows the Break Timer configured under the account settings, which also controls the On Break state.

   As a result, when an agent uses a state with the Away base state, the timer counts down based on the configured Break Timer rather than allowing the Away state to operate independently.

   Requested Enhancement:
   Introduce a dedicated, configurable timer for the Away base state, separate from the existing Break Timer.

   This would allow administrators to configure the timer behavior for the Away base state independently without affecting the On Break state or its timer settings.

   Business Justification:
   Currently, administrators have limited flexibility in managing agent states because the Away and On Break states share the same Break Timer configuration.

   The existing workarounds are to change the base state to Working or remove the Break Timer entirely. However, changing the base state may not align with the intended workflow, while removing the Break Timer also affects the On Break state.

   A dedicated Away timer would provide greater flexibility and allow administrators to configure agent states according to their operational requirements.

   Introduce a Dedicated Timer Setting for the Away Base State

   Current Behavior:
   Currently, the Away base state does not have its own configurable timer. Instead, it follows the Break Timer configured under the account settings, which also controls the On Break state.

   As a result, when an agent uses a state with the Away base state, the timer counts down based on the configured Break Timer rather than allowing the Away state to operate independently.

   Requested Enhancement:
   Introduce a dedicated, configurable timer for the Away base state, separate from the existing Break Timer.

   This would allow administrators to configure the… more

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9. 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

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10. 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.

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11. AI Summaries for RingCX Plugin for Dynamics after Call Disposition

    AI Summaries for RingCX Plugin for Dynamics after Call Disposition

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12. Allow Call data to populate in Agent Assist window Post Call

    Current functionality:
    Agent Assist only works while a call is connected. Agents must open it during the call, or have it already open from earlier in the call.

    If an agent opens Agent Assist for the first time after hanging up, it can’t load that call’s context. It starts without it, so the Knowledge Base, AI Checklist results and call transcript don’t appear, or the panel stays stuck loading.
    The information loads normally if the panel was opened before the call ends.
    As a result, an agent who doesn’t open Agent Assist before the call ends loses access to the AI output from that call.

    Desired functionality:
    Transcript, Knowledge Base content and AI Checklist results for a call should stay accessible in the Agent Assist tab after the call ends, including during wrap-up and disposition. This should hold even if the agent never opened the panel during the call. The AI data is already generated during the call, so opening the tab afterward should show it rather than fail to load.

    Why this is important:
    -Adoption and ROI of the AI add-ons. Customers pay extra for Agent Assist. Removing the “open it first” requirement means they get full value from it on every call, not only the calls where the panel happened to be open.
    -Agent and quality review. Agents and supervisors can review checklist compliance and transcripts after the call, which supports coaching and performance review.
    -Better wrap-up and dispositions. Agents can refer to the transcript or KB content while writing notes and choosing a disposition.

    Current functionality:
    Agent Assist only works while a call is connected. Agents must open it during the call, or have it already open from earlier in the call.

    If an agent opens Agent Assist for the first time after hanging up, it can’t load that call’s context. It starts without it, so the Knowledge Base, AI Checklist results and call transcript don’t appear, or the panel stays stuck loading.
    The information loads normally if the panel was opened before the call ends.
    As a result, an agent who doesn’t open Agent Assist before the call ends loses access to the… more

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13. RingCX and Slack integration

    Many of the tools in our environment work with Slack. There is a RingEX integration with Slack, but our users are requesting the ability to set status in Slack that corresponds to RingCX. If the user sets themselves as unavailable in Slack, to have that update the RingCX status to unavailable as well.

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14. User list actually includes all users

    Currently, the User List historical report does not include all of our users. I'm unclear on why that is the case, but we are about 20% short when running the report.

    I suggest that the user list historical report actually include all the users on the tenant.

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15. Support # (Pound Sign) as a Collectible DTMF Input in RingCX Workflows

    Currently, in RingCX workflow nodes (such as Get Voice Input or DTMF Collection), the # (pound/hash) key is hardcoded or designated by default as the Terminating Key (Termination Digit).

    Because the system intercepts # as a control signal to end input collection:

    It is automatically stripped from the collected string or ignored as a valid data character.

    Workflow designers cannot map # as a standalone interactive choice (e.g., "Press # to repeat options" or "Press # to return to the main menu").

    The input grammar masks strictly expect numeric digits (0–9), treating # strictly as a trigger to halt evaluation rather than actionable input.

    A. Configurable Terminating Key Property
    Add a configuration field in the Get Voice Input / DTMF Node properties allowing workflow designers to explicitly set or disable the Terminating Key.

    Options:

    Default (#)

    Custom (Select *, 0–9, or None)

    None (Disable Termination Key)

    B. Allow # in DTMF Input Mask & Grammar
    Allow # to be included as a valid character in standard input masks (e.g., allowing regex/grammars that match # as a valid single digit or part of a string).

    Currently, in RingCX workflow nodes (such as Get Voice Input or DTMF Collection), the # (pound/hash) key is hardcoded or designated by default as the Terminating Key (Termination Digit).

    Because the system intercepts # as a control signal to end input collection:

    It is automatically stripped from the collected string or ignored as a valid data character.

    Workflow designers cannot map # as a standalone interactive choice (e.g., "Press # to repeat options" or "Press # to return to the main menu").

    The input grammar masks strictly expect numeric digits (0–9), treating # strictly as a trigger to halt evaluation… more

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16. 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.

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17. 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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    Under Review  ·  13 comments  ·  Interaction routing, workflow & queuing  ·  Delete…  ·  Admin →
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18. additional timezone option

    Hi team

    Please have a option to add more timezone in the ringex portal such as mountain time alberta please see screenshot attach

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19. Display Voicemail Duration in Email Notifications

    Request Type: Feature Enhancement

    Product: RingCX

    Feature Area: Voicemail / Email Notifications

    1. Request Summary

    The customer is requesting an enhancement to display the duration of a voicemail recording, in seconds, directly within the corresponding voicemail email notification.

    1. Current Behavior

    When users receive voicemail email notifications, the notification does not clearly display the voicemail recording's duration. Users must open the voicemail or access the recording to determine how long the message is.

    This creates additional work when users receive numerous voicemail notifications, including very short recordings resulting from brief hang-ups.

    1. Requested Enhancement

    Add the voicemail recording duration to the body of RingCX voicemail email notifications.

    The duration should be displayed in an easily identifiable format, such as:

    Voicemail Duration: 3 seconds

    Voicemail Duration: 25 seconds

    Voicemail Duration: 2 minutes, 15 seconds

    The duration should be populated automatically based on the actual length of the recorded voicemail.

    1. Business Use Case and Benefits

    Displaying voicemail duration would help users:

    Quickly identify very short voicemail recordings and potential hang-ups.

    Prioritize messages that are more likely to contain useful information.

    Reduce the time spent opening and reviewing individual voicemail recordings.

    Improve productivity when handling high volumes of voicemail notifications.

    Request Type: Feature Enhancement

    Product: RingCX

    Feature Area: Voicemail / Email Notifications

    1. Request Summary

    The customer is requesting an enhancement to display the duration of a voicemail recording, in seconds, directly within the corresponding voicemail email notification.

    1. Current Behavior

    When users receive voicemail email notifications, the notification does not clearly display the voicemail recording's duration. Users must open the voicemail or access the recording to determine how long the message is.

    This creates additional work when users receive numerous voicemail notifications, including very short recordings resulting from brief hang-ups.

    1. Requested Enhancement

    Add the voicemail recording duration to the body of… more

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20. 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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