Settings and activity

43 results found

1. Extension dialing between CX and EX

   127 votes

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   Future Consideration  ·  24 comments  ·  RingCX » Agent & supervisor experience  ·  Delete…  ·  Admin →
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   Mark Colmenares supported this idea  ·  Dec 5, 2025

2. Wrap Time / After Contact Work

   129 votes

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   Future Consideration  ·  12 comments  ·  RingCX » Agent & supervisor experience  ·  Delete…  ·  Admin →
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   Mark Colmenares supported this idea  ·  Dec 5, 2025

3. Sync RingCentral Desktop Application With RingCX

   287 votes

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   Planned  ·  24 comments  ·  RingCX » Agent & supervisor experience  ·  Delete…  ·  Admin →
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   Mark Colmenares supported this idea  ·  Dec 5, 2025

4. Ability to manage the time frame or coverage of customer detail tab display of historical interaction data

   6 votes

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   New  ·  0 comments  ·  RingCentral Contact Center » Contact Center  ·  Delete…  ·  Admin →
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   Mark Colmenares supported this idea  ·  Dec 3, 2025

5. Last Agent Routing with Outbound Dialer

   33 votes

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   New  ·  0 comments  ·  RingCX » Automated outbound dialing, campaign & lead mngmt  ·  Delete…  ·  Admin →
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   Mark Colmenares supported this idea  ·  Nov 19, 2025

6. Mark email that did not have an agent reply as "Solved" rather than "Ignored"

   10 votes

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   Future Consideration  ·  1 comment  ·  RingCX » Digital experience  ·  Delete…  ·  Admin →
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   Mark Colmenares supported this idea  ·  Oct 6, 2025

7. Visibility into who changed an agent state in Contact Center

   4 votes

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   New  ·  0 comments  ·  RingCentral Contact Center » Contact Center  ·  Delete…  ·  Admin →
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   Mark Colmenares supported this idea  ·  Sep 26, 2025

8. Ability to search for contact name in Outbounds SMS (CRMs)

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   7 votes

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   Implemented  ·  0 comments  ·  RingCX » Integrations & APIs  ·  Delete…  ·  Admin →
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   Mark Colmenares supported this idea  ·  Aug 13, 2025

9. Overall Platform Intuitiveness and Team Adoption

   3 votes

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   New  ·  0 comments  ·  RingCX » Agent & supervisor experience  ·  Delete…  ·  Admin →
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   Mark Colmenares supported this idea  ·  Aug 5, 2025

10. Efficiency in Searching and Retrieving Customer Correspondence

    3 votes

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    0 comments  ·  RingCX » Digital experience  ·  Delete…  ·  Admin →
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    Needs More Information  ·  AdminGrigori (Product Manager Contact Center, RingCentral) responded

    Read/Unread by customer or agent?

    For agent: in a collaborative settings, just opening the email, doesn't mean much, the point is to be assigned on the email.

    
    

    For responded/unresponded: status_in: New or Replied

    
    

    please provide more details what and why is needed for searching, what objective it achieves.

    
    

    Mark Colmenares supported this idea  ·  Aug 5, 2025

11. Maintaining Cohesive Threads with Individual Customers

    3 votes

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    0 comments  ·  RingCX » Digital experience  ·  Delete…  ·  Admin →
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    Needs More Information  ·  AdminGrigori (Product Manager Contact Center, RingCentral) responded

    If the following options are checked:

    • Threading heuristics
    • Common ancestors threading

    
    

    Then replies to the same thread should be aggregated to the same thread and conversation will be reopened

    
    

    Please provide examples (thread id) if this is not the case

    
    

    
    

    Mark Colmenares supported this idea  ·  Aug 5, 2025

12. Flexibility in Assigning and Managing Email Communications

    3 votes

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    0 comments  ·  RingCX » Digital experience  ·  Delete…  ·  Admin →
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    Needs More Information  ·  AdminGrigori (Product Manager Contact Center, RingCentral) responded

    We currently have a very permissive system, where all agents can view and act on all channels.

    
    

    Are you asking for the ability to simply leave the visibility, but remove the ability to engage (change ownership) or reply to the customers from the All messages mode for all channels?

    Mark Colmenares supported this idea  ·  Aug 5, 2025

13. call offers for the longest wait time

    203 votes

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    Under Review  ·  13 comments  ·  RingCX » Interaction routing, workflow & queuing  ·  Delete…  ·  Admin →
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    Mark Colmenares supported this idea  ·  Jul 30, 2025

14. Quality of Service (QoS) Portal for RingCX Calls

    66 votes

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    New  ·  11 comments  ·  RingCX » Realtime & historical analytics  ·  Delete…  ·  Admin →
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    Mark Colmenares supported this idea  ·  Jul 28, 2025

15. Salesforce embedded Agent to have "All messages" for agents to view old/closed messages

    9 votes

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    Needs More Information  ·  0 comments  ·  RingCX » Integrations & APIs  ·  Delete…  ·  Admin →
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    Mark Colmenares supported this idea  ·  Jun 3, 2025

16. Increase size of Local Connect Buckets

    6 votes

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    Future Consideration  ·  0 comments  ·  RingCX » Automated outbound dialing, campaign & lead mngmt  ·  Delete…  ·  Admin →
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    Mark Colmenares supported this idea  ·  May 16, 2025

17. Allow adjustments to a Local Connect Bucket

    15 votes

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    Future Consideration  ·  0 comments  ·  RingCX » Automated outbound dialing, campaign & lead mngmt  ·  Delete…  ·  Admin →
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    Mark Colmenares supported this idea  ·  May 16, 2025

18. exclude specific area code in local connect

    5 votes

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    Future Consideration  ·  0 comments  ·  RingCX » Other  ·  Delete…  ·  Admin →
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    Mark Colmenares supported this idea  ·  May 16, 2025

19. Caller ID name should be visible for Toll Free

    140 votes

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    Future Consideration  ·  29 comments  ·  Phone & Messaging » Other  ·  Delete…  ·  Admin →
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    Mark Colmenares supported this idea  ·  Mar 21, 2025

20. Sound Alert to Notify Agents in Engage Voice when their Status is in RNA

    10 votes

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    Implemented  ·  2 comments  ·  RingCX » Other  ·  Delete…  ·  Admin →
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    Mark Colmenares supported this idea  ·  Feb 19, 2025