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Contact Center & RingCX

Questions about Contact Center setup or RingCX features? Ask here!

  • 106 Questions
  • 154 Replies
106 Questions
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Burt ZarendNew Participant
asked in Contact Center & RingCX
move 1 agent to a different group in ring cx

How do I move an agent to a different group? 

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Mary-Community_Moderator
Community Manager
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UBofMINew Participant
asked in Contact Center & RingCX
RingCX Historical Dashboard - Editing

When I add different information to the historical dashboard, such as the agent average handle time, I would like to edit it so it doesn’t the columns I don’t need (i.e. Agent Group, Agent ID, Agent Group ID).  I see there is a configuration button when I edit it, but it doesn’t give me the same ability to add or remove columns or pieces of data like the historical report do.  Is there a way to do this in the historical dashboard?

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Mary-Community_Moderator
Community Manager
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DavisFfNew Participant
posted in Contact Center & RingCX
Transfer Issues

 Is there any known issues worldwide transferring calls using RCX today on 8/1/2025? 

343
Mary-Community_Moderator
Community Manager
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RobWaxmanNew Participant
asked in Contact Center & RingCX
RingCX Agent visibility

Apparently there is no way for agents to see each other’s availability in RingCX, but they can in RingEX.  This seems extraordinarily silly.  Does anyone know of a workaround for this??

491
Mary-Community_Moderator
Community Manager
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jzuccoNew Participant
asked in Contact Center & RingCX
Can I filter Agents by Queue on the RingCX Agent Supervisor Tab

Can I filter agents by queue in the RingCX Agent Supervisor tab?

333
Mary-Community_Moderator
Community Manager
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UBofMINew Participant
asked in Contact Center & RingCX
RingSense: Supervisor Vs Agent Access

I’m looking into possibly adding Ringsense to our current RingCX setup.  With Ringsense, can both agents and supervisors access it, or just supervisors?  I’m assuming if agents can access it, they will only be able to view their own calls, get AI summarizations, and see how their calls are scored, correct? 

363
Mary-Community_Moderator
Community Manager
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ryanabudnppNew Participant
asked in Contact Center & RingCX
RingCX Alert Send Email Abandoned Call with ANI

Trying to setup a RingCX alert that sends an email anytime there’s an abandoned call in one of the queues specified.  It’s working to send an email, but it doesn’t send the phone number ANI of the abandoned call.  How do you set up an alert to also pass the Caller’s ANI in the email as well in the alert?I’ve tried javascript in advanced mode, but it still seems to just send a basic email regardless of any scripting in advanced mode.   Thanks in advance to anyone able to help!

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RJHowlettNew Participant
asked in Contact Center & RingCX
Query on Agent States Trasition report - RingCX

Below is a snapshot of some call data for one particular agent shown in the Agent States Transition historical report on RingCX. My query is why is the Available state showing twice in a row, when the agent is not manually selecting it? For context, we allow 20 seconds after the call to fill in the disposition, followed by 10 seconds wrap up. I wondered if the first Available was actually while they were pending disposition and the second available after that is submitted, but then I would expect the second Available to be a minimum of 10 seconds to reflect the wrap time. ENGAGED - 4m 59sAVAILABLE - 7.0sAVAILABLE - 5.0sTRANSITION - 0sENGAGED - 8m 48sAVAILABLE - 9.0sAVAILABLE - 4.0sTRANSITION - 1.0sENGAGED - 4m 31s

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B-AlexNew Participant
asked in Contact Center & RingCX
RingCX - Agents' calls dropping when working remote

Some of our RingCX agents’ calls are droppping when they are working remotely and  lose connection to their VDI session over a VPN.Has anyone else come across this?  I’m wondering if anyone has come up with a workaround to keep the call active until they are able to restore their internet connection to our VPN and VDI session.  I opened a case, and was told that this feature is not available in RingCX since they cannot call the agent directly. They can only set up the call forwarding to an external number via Queue Events.Agents are using RingCX softphone in Salesforce, which runs on their VDI session. We do have the VDI plugin installed on the VDIs, and the corresponding piece installed on their laptops.  But if they have issues with their home internet, they obviously lose connection, and the call drops with our without optimization turned on.  

1154
Mary-Community_Moderator
Community Manager
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ashmazNew Participant
asked in Contact Center & RingCX
Looking for more details on RingCX Web Chat capabilities

Hi everyone,We’re considering RingCX for our website chat solution but haven’t been able to find clear technical documentation or examples in the sales collateral provided so far.Here’s what we’re hoping to achieve—can anyone confirm if RingCX supports the following features?Customizable chat widgetWe’d like to apply our own branding, colors, and logo to the chat interface so it matches our website’s design.Native routing to RingCentral appIncoming web chats should go directly to our sales team via the RingCentral app (mobile or desktop), without requiring an additional tool or dashboard.Spam/bot protectionIdeally the chat should include CAPTCHA, or at minimum require name and email before starting a conversation.Offline visibility controlWe’d prefer that the chat widget is hidden or disabled outside of business hours (not just showing an away message).Would really appreciate if anyone has implemented something similar and can share feedback or screenshots. Or if there's any documentat

923
Mary-Community_Moderator
Community Manager
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paul-7New Participant
asked in Contact Center & RingCX
Anyway to disable agents entering a "Working" state after going "offline" briefly in RingCX

the issue is they don't notice that they're in a working state, RingCX for these guys is not front and centre all the time as they have other work and call volumes are quite low. So they end up stealthily in the working state maybe 1 or 2 times a day and then are not receiving calls until they notice and put them selves available again..can we just set it to go back to available after an offline state?  the offline periods are usually only a few seconds a couple of times a day.Thanks in advance! 

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RobertoVarlosNew Participant
asked in Contact Center & RingCX
Contact Centre - Email Reporting

Does anyone know of any historical reports (or how to build any custom reports) that will show skillset level reporting on emails in contact centre?I’ve built reports for voice, and there are pre-built reports that have filters for email/digital etc but despite receiving emails in and handling them, this data isn’t showing in the historical reports. Looking to get similar metrics to voice - emails in, handled etc 

260
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john-oliphantBrainy
asked in Contact Center & RingCX
Contact Center Report Data

I have a scheduled report in Contact Center that’s been emailed monthly to a manager for years, the prebuilt Agent Summary report, and this week I need to know, for certain, what some of this means. What is ACD time? What are the units of time? Seconds? Obligatory rhetorical question...why isn’t this data provided in human-readable units?  Can anyone explain what these last two columns are about? Can an agent really be available for 100.45025271559500 percent? I mean, seriously… 

260
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jgarciaNew Participant
asked in Contact Center & RingCX
How can I keep tabs on Toll Free usage in Contact Center?

I have a Toll Free number for my Contact Center. I'm sure you already know, that with RingCentral you need to purchase Toll Free minute bundles for the Contact Center. Since our call volume is seasonal the bundle will be different for each month so I need to predict the volume ahead of time, or at least before the billing cycle ends.Can someone help me put together a report that can help me calculate the Toll Free minute usage? I figure it's something where I can filter on Toll Free DNIS number and then sum up the minutes.I've tried building a report with Contact Duration, but I think the Callback skews everything.I'm assuming that I should be summing up InBound Phone Calls that never used the Callback. For the InBound Phone Calls that used a CallBack, I should probably only sum up the PreQueue Time, and InQueue Time? I'm assuming that when the system calls the customer back, it's not using my TF minutes therefore I shouldn't count that time.Any help would b

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AbilashNew Participant
asked in Contact Center & RingCX
How to play audio prompt in work flow based on variable value?

HiI am working on a workflow that has some JS and I need to play different audio file greeting based on the DNIS of the incoming call. I am able to handle the DNIS and put in if condition for it but I am not able to play the audio prompt in the next node. get var P3 = "Name_of_Audio_File" And the next node is as follows  When I test call the workflow I get no audio.  Has any one been able to play audio file by using the file name in an a variable ?

320
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ChadDNew Participant
asked in Contact Center & RingCX
RingCX agent queue agent priority

We are a small shop with only 8 agents.  All agents are set with a with a rank of 1.  Take the following scenario. We open at 8:00AM.  By 9:00AM all agents have handled 10 calls.  One agent goes on break at 9:00AM for 30 minutes.  When she returns at 9:30, all other agents have taken 15 calls.  As soon as the agent that was on marks themself as available, they get the next 5 calls that comes into the queue (to get her to 15 calls).  After that 5th call she takes, the calls start to rotate the agents again.

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kyolimbwalkerNew Participant
asked in Contact Center & RingCX
Exporting completed contact list

We use the RingCX progressive dialer. I've uploaded a list of contacts for our agents to call. How can I export or download a list of contacts completed or not completed by our agents?

490
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Eason WuNew Participant
asked in Contact Center & RingCX
Yealink headsets cannot work with RingCX.

Hi there, This is Eason from Yealink.My email address is eason@yealink.comRecently, we received requests from out customers that hope Yealink headsets can integrate with RingCX.After we searched the info Internet.We found RingCentral already posted a article that announced Yealink headsets can work with RingCX.However, they cannot work together after we test them. Yealink R&D found RingCX already added Yealink headset integration code in RingCX.It seems that RingCX is connected to Yealink code, but when requesting HID permissions from the web page, RingCX fails to recognize Yealink's HID device.Is there anyone who can help our mutual customers? 

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derlenbuschNew Participant
asked in Contact Center & RingCX
Is RingCX down?

Our users keep getting kicked out of Ring CX. Is there an outage?

23714
BeckyH
Community Manager
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MMKNew Participant
asked in Contact Center & RingCX
Difference between call interaction and call segment

What is the difference between call interaction and call segment?

300
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LKS_Family_MedicineNew Participant
asked in Contact Center & RingCX
Customers getting "your wait time is greater than 60 minutes"

This started last Thursday.  When you call our main number and press the que 1 for appointments, a message plays that the hold time is greater than 60 minutes.  I logged a case, escalated that case, and still have no answer, other than “this is a known issue”.  Well it wasn’t happening before Thursday and I didn’t see anyone posting about it.  Does anyone have any clue how I can fix this.  We are losing so many calls because the customer thinks the hold time is over an hour and it rings through after about 30 seconds but they are abandoning the call.  Any help would be greatly appreciated.  This is my first big issue since going live a few months ago and I am less than impressed. 

320
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DBarringtonNew Participant
asked in Contact Center & RingCX
Cancelling a requeued call

In Ring CX, is there anyway to cancel a ‘queued’ call. If I have an end user on the phone, attempt to queue the call through to another department and tick ‘stay on call’, if that department dont answer the call, we seem to be stuck in an eternal loop on being on the call to the end user and a beeping noise because the call is still queued in the background. If I hang up, the end user goes into the queue on their own to the department that aren’t answering. The only way for the call to end is for the end user to end the call. I simply want to be able to cancel the requeue and stay on the call with the customer. 

1206
BeckyH
Community Manager
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mkaplunNew Participant
asked in Contact Center & RingCX
Nice in contact credit card masking

My agents are using MAX agent nice in contact to process calls. I was surprised to find that there is no automatic feature to mask sensitive information such as Credit Card numbers in calls. considering this is such a huge breach in security and confidentiality, I am surprised that we have to rely on agents to personally mask sensitive information on a call - instead of having it done automatically. Is there an existing feature that I could not find?

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AndrewR-THGNew Participant
asked in Contact Center & RingCX
How to upload voicemail prompts for InContact call center

Hello,We have an InContact call center integrated with RingCentral for our enterprise. The prior VOIP admin did not upload the voicemail prompts at the time of inception, this was handled by the project team from RC. I need to update these prompts this weekend but am not entirely sure how to do so. I see an Upload Files entry under the ACD heading, Browse ACD file sub-section, Prompts in the file subsystem but was unsure how to upload the new files, do I just name them the same as the existing prompts or where/how do I choose to use the new prompts?

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TrileyNew Participant
asked in Contact Center & RingCX
CXOne Coaching

Is the CXOne Coaching Manager being retired completely, or will some portions remain? Also, are there training videos available in RingCentral University?

838
BeckyH
Community Manager

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