RingCX

RingCentral's callback system is a masterclass in circular incompetence. You get called with no warning, a voicemail with no direct number, and when you call back you're dumped into a general queue staffed by people who have no idea why you were called in the first place. You're just stuck — can't reach the person who called, can't reach their department, can't resolve anything. And if you're given a scheduling link? The earliest availability is three weeks out. For a company that sells business communication software, the fact that their own internal communication is this broken isn't just embarrassing — it's disqualifying.

We recently went live with RingCX a couple of weeks ago and I’ve recently started in my position a couple of weeks before that. Can someone let me know which report(s) to use to determine the amount of voice calls that we received total vs. the amount of handled calls?There’s so many reports and I’m not getting consistent data across reports.

User is stating when they receive a call with Disposition status and they said “I KEEP GETTING NEVADA CALLS COMING THROUGH THAT GIVE ME A "DISPOSITION" NOTICE THEN MAKES EVERYTHING FREEZE. THIS HAPPENS EVERY TIME I GET ONE OF THESE CALLS AND I HAVE TO COMPLETELY LOG OUT OF EVERYTHING TO GET IT FIXED.”  What do I look at to resolve this issue?

Is there a way we can add branding and customizations to RingCX real time dashboards? From what I can see you cannot.I tried adding the dashboard URL into an iFrame for embedding into HTML but this didn’t work, unless there is another supported method for embedding dashboards?

RingCX members,We’re excited to invite you to another RingCX Unlocked webinar happening on March 26th! Join us as we showcase the latest features and upcoming enhancements designed to help you deliver even better customer experiences and get the most out of your RingCX platform. Don’t miss this opportunity to stay up to date and discover what’s coming next from RingCentral RingCX. We look forward to having you with us! 🚀 Register Here: ​ 

Hi everyone,Since the RingCX Ideas Portal is one of the main ways we can influence product improvements, I thought it might be useful for us to share the ideas we’ve already submitted.If we review, vote, and add comments to each other’s ideas, it can help show the product team where there is real cross-customer demand.If you’re happy to share, just drop your idea below using this quick format so people can review it easily:Ideas Portal Link:Pain Point:Business / Operational Benefit:Even a quick vote or comment on someone else’s idea can help keep the momentum going.Looking forward to seeing what everyone has submitted 👀Lariane

Happy Friday everyone 😊I can see that persistent login across browser refresh has been implemented for the RingCX integrated softphone in Salesforce (thank you for that – much needed!).However, from what I can tell, this currently applies only to the RingCentral softphone and not to the RingCentral Phone.Does anyone know if persistent login for RingCentral Phone in Salesforce is on the roadmap as well? It would make a big difference in reducing friction for agents who refresh frequently while working in complex Salesforce environments.Thanks in advance! 

Hi all - Anyone find a way to get Connected Abandons in the historical reporting analytics for RingCX? 

I am new to this community.  My need is to use the API to retrieve call data and queue information (call history) in RingCX.  Most of the documentation deals with tasks such as placing calls or changing settings but that is not relevant to my needs.  I have spent a lot of time digging around but if I could just get an example in C#.NET of how to retrieve historical data that would be very helpful.

Hi everyone,I’ve been following the discussions encouraging users to submit feature requests through the RingCentral Ideas Portal, and I really appreciate that it’s positioned as a direct way for customers to influence product development.From the guidance shared in the community, it sounds like the product team actively reviews submissions, and that ideas can move through statuses such as Under Review / Future Consideration, Needs More Information, or Planned as part of the roadmap process.However, there seems to be a little lack of clarity around what happens when ideas remain in “Under Consideration” for a long period of time.For example, the idea “Replace Default ‘WORKING’ State with More Accurate Status When Agents Lose Connection (e.g., Sleep/Idle Timeout)” currently has 111 votes and has been under consideration since 28 Aug 2025.It would be really helpful to better understand:• How frequently ideas in the Under Consideration status are reviewed• Whether there are typical timeli

Hi, happy Friday! Just wondering if anyone else is having any issues with the Realtime Dashboard Widgets not saving HEX colours?  I am trying to standardize the colours used and when inputting HEX colour codes, it saves but does not apply.  The only way to apply it by selecting it from the colour picker which isn’t as accurate;  Thank you. 

Hi everyone,I can see that the feature allowing Supervisors to move an agent into Available status was marked as implemented in January - which is great news.Could someone please clarify how this is configured and used in RingCX?Specifically: Is this permission-based? Is it available directly from the Real-Time Dashboard? Are there any role or queue limitations to be aware of? Just want to ensure we’re enabling and using it correctly.Thanks in advance!

Hi everyone,Apple’s iOS 26 introduces a new AI Call Screening feature that may impact outbound calling. Calls from unknown numbers may be screened by Siri, which asks the caller for their name and purpose before the phone rings, and the response is transcribed for the user to review.How RingCX can help adapt: Verified Caller ID Omnichannel outreach (SMS or email before the call) AI-ready scripting for quick introductions Reputation management and number rotation If you run outbound dialer campaigns, this update may be worth keeping in mind.👉 For more information, check this link.

I’m looking for an analytic report that shows when a customer requested a call back and when the same customer received the completed call back by the agent.  

I am trying to create one master dashboard for all supervisors to use that include both historical KPIs & historical reports vs. needing to go into each dashboard or report separately. I have moved some of the historical reports of interest to my master dashboard, but they are not updating when I adjust the date filter in the dashboard. What am I missing?

We have had some CX agents experience a constant ringing upon receiving transfered/requeued calls that can be heard by both parties. Has anyone else experienced this? We have submitted a support ticket & trying to review call logs/screen recordings to figure out what is happening but still unclear what is causing this.

Hello,does anyone else has issue downloading calls recording in MP3 from RingCX?Mine downloads in Microsoft Edge and can’t open link after.   

Hi all,Our on-site agents (wired Ethernet, no VPN) occasionally get stuck in the “Transition” state in the RingCX web app (ringcx.ringcentral.com) after leaving a voicemail for an unanswered call. When this happens, they are unable to end the call unless they manually refresh their browser to reset their state.After reaching voicemail, the state should change to “Engaged,” but intermittently it remains in “Transition.”No dispositions are required, and the system is configured with a 60-second wrap-up with automatic return to ready. The issue appears intermittent with no clear pattern and has affected multiple agents.Anyone seeing this? Workarounds or fixes? Thanks!

Is there a way to share a summary of only manually reviewed scorecards results with an agent that are separate from an AI results instead of a combination of all AI & human scorecard results? or is the only way to export these and manipulate them outside of Ringsense?

Hi everyone,Quick question regarding RingCX alert notifications; is there currently a way to select multiple users as recipients within a single alert configuration?From what I can see, it looks like alerts may need to be configured individually per user.From within the “Notification groups” in the Admin Console, it seems that individual entries are required when the “Target Type” is “USER” and that the “Target Destination” only allows 1 user to be selected. Just checking if I’m missing something, or if separate alert tasks are required for each recipient.Appreciate any clarification, thank you! 

I’d like to be able to adjust some of my reports so I can isolate a specific day of the week out of an entire period (30 days, 12 months, etc).  While I know there are a couple of standard reports already that shows information for each weekday, I would like to be able to filter other reports with just one specific day.  If there’s not currently a way to do this, I think it would be a great enhancement.

Happy Friday everyone 😊Quick question before I raise a feature request; is Microsoft Bookings on the RingCentral RingCX roadmap in any way? Or is RingCentral potentially developing its own internal scheduling tool that would provide similar functionality?For this to see full adoption on our side, it would need to integrate properly with the Salesforce widgets.I also came across an older post in the Develop Platform, APIs and Integrations community about Microsoft Bookings and RingCentral Video, here:https://community.ringcentral.com/developer-platform-apis-integrations-5/microsoft-bookings-and-ring-central-video-10914?tid=10914&fid=5It mentioned that an integration could potentially be built using the APIs.Has anyone here actually tried that approach? If so, I’d really appreciate hearing about your experience and how well it worked in practice.Thanks in advance, and happy weekend! 

Hi everyone! Did you know that the RingCentral Ideas Portal is the direct line between you and our product team? We want to ensure RingCX is built to solve your specific business challenges, and your feedback is the most important tool we have.What’s Happening in the Portal?Our RingCX Product Managers are actively reviewing your submissions! You can now track the lifecycle of every request through these specific statuses:Planned: Features we are officially committed to building. Under Review / Future Consideration: Ideas currently being evaluated for the roadmap. Implemented / Already Exists: Features that are ready for you to use right now!🔎 Let Your Voice be Heard!Our Product Managers are frequently moving ideas to "Needs More Information." If you see this status on a feature you care about, please jump into the comments!When a PM asks for more detail, they are looking for your specific use cases or workflows. By answering their questions, you provide the "real-world" context needed