RingCX

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

RingCX members,We’re excited to invite you to our next RingCX Unlocked webinar happening on February 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:  

What report do I use if I want to see the notes that agents write on a call received through RingCX?

Hello, Anybody else experiencing issues with RingCX loading / slowness?

Happy New Year to our RingCX Community Hub! We’re kicking off 2026 with our first RingCX Unlocked webinar on January 22nd. Join us as we pull back the curtain on the latest features and upcoming additions designed to level up your customer experience. 📍 Register below: 

Hello,I am planning to build an AI-powered voice bot that can answer and manage phone calls.I would appreciate your help with: Connecting RingCentral CX to an external AI service Available APIs or webhooks for call handling Voice bot / IVR integration possibilities Required setup and best practices Please share any technical documentation or recommendations for implementing this solution.Kind regards,Shahzod

Hi everyone, and happy holidays to you all 🎄We’re currently experiencing an issue with the RingCentral RingCX Salesforce widget where the disposition window is being cut off and not fully visible. This makes it difficult (and sometimes impossible) for agents to view and complete all required disposition fields after calls. Image attached. Has anyone else encountered this behaviour, or identified a cause (e.g. screen resolution, browser, Salesforce layout, or recent updates)? We haven’t been able to find a reliable workaround so far. This has happened to several agents on multiple tenants. Thanks!Any insights or shared experiences would be greatly appreciated.Thanks in advance, and wishing you all a restful holiday season.

Just a reminder to make sure this exciting webinar is on your calendar for next week, December 17th!We'll be showcasing the newest and upcoming features for RingCX and hosting a live Q&A with our experts.Join us! We will be in the chat so come say hello and ask your questions! Register Below:   

What is the formula used to determine the wait time spoken to callers when the “play hold time” box is checked in the queue events?

We’ve been working on setting up a Free-Form Input node in RingCX Workflow Studio to capture caller information for callbacks in our business. Specifically, we are looking to capture:The client’s name The client’s company name A brief description of the issue the client is experiencingThis information is required to trigger an email notification to our team whenever a callback is requested. Our environment is quite particular — we operate a two-tenant system, so we cannot use the standard canned callback system. Capturing this information via the workflow is essential to ensure callbacks are logged and handled properly.However, we’ve run into several issues and would appreciate guidance. Raising it here before we open a ticket as it’s faster and it might be something silly that we are missing. Here’s what we’ve tested so far (in both our actual workflow and simplified flow): 1. Initial SetupNode: getName (Free-Form Input) TTS enabled in the node with prompt:"Please tell us your name,

The recording for the RingCX Unlocked November session is now available. Watch the Recording below:    For the main announcement post, visit the Community:    Catch up on all the latest RingCX feature updates!

Hello everyone!I'm looking to define the following Concepts please: average queue time and average speed of answer.For those using RingCX, could you share what your typical Average Speed of Answer (ASA) is compared to your Average Queue Time?We’ve noticed that our Average Queue Time is showing as lower than our ASA, which feels a bit counterintuitive, so I’m trying to benchmark against what others are seeing.We are trying to understand how long it takes for a call to be answered throughout its life cycle from when the client calls in to the IVR, and its picked up and answered by an agent, to the resolution and disposition. Any insights would be really appreciated!(Our analytics training booked for December but trying to make do until then!) 

We wanted to reach out to see if there’s a way or workaround for RingCX to automatically pop up in front of all open windows when a new call comes in, especially when using the Salesforce integration. Right now, the speaker ringtone doesn’t work reliably in the Salesforce setup, and there aren’t any audio or ringtone settings to tweak. Asking agents to wear headsets eight hours a day, five days a week just isn’t practical. As a result, missed calls and hunts end up affecting KPIs and morale, something we’re really keen to improve. Having a pop-up notification would make a huge difference, helping agents catch every call promptly and reducing stress for the team. Thanks so much for considering this! 

Hello RingCX Community! The holidays mean a surge in customer contacts! To help your operations run like magic ✨ from Thanksgiving through the New Year, we've launched the official RingCX Holiday Toolkit!This guide is essential for administrators and managers, showing you exactly how to use your RingCX features to handle the increased volume efficiently and cheerfully. ✨ Top 3 Ways to Get RingCX Holiday-Ready:  Build Smarter Workflows: Use IVR Studio to handle busy scenarios and route communications when teams are offline. Customize Queue Events: Configure Inbound Voice Queue Events to deliver cheerful hold music and wait-time announcements. Assist Teams: Empower your agents with AI Agent Assist and the Reply Assistant to handle the surge faster and more consistently.  🔗 Access the Full Article & Download the PDF Guide Here:  ❓ Quick Question: Which RingCX feature (IVR Studio, AI Assist, etc.) is the most critical for your team during the holiday rush? Share your best tip belo

Hi Team,Just wanted to check whether there’s any roadmap for introducing automatic bi-directional call translations within RingCentral RingCx?A couple of things I’m curious about: Is this feature something that’s planned? And if so, is there any early sense of a possible timeframe (for example, sometime in the next five years)? We’d be very keen to collaborate on this and would happily take part in any beta testing if and when the feature becomes available.If it isn’t on the roadmap yet, I’ll go ahead and raise a feature request through the Ideas Portal.Thanks!

Hey, RingCX Team!Just want to make sure this webinar is on your radar for tomorrow!Join us! I’ll be in the chat with Mary so come say hello!  

Good evening!We’re trying to identify periods when our RingCentral RingCX queues had no available agents, but since our queues are configured to run 24/7, it’s difficult to isolate these events during our core business hours (9:00 a.m. to 5:00 p.m., weekdays only). Is there a way to filter historical data or reports in RingCX to focus only on workweek hours and exclude off-hours or weekends?Being able to view this data during business hours would provide valuable insights for workforce management. It would help identify peak times, periods of peak unavailability, and allow for a clearer understanding of when queues were left unmanned. Having a report that clearly shows these gaps would make it easier to optimise staffing, plan coverage, and ensure a better customer experience.Has anyone in the community implemented a solution or report in RingCX to track queue availability in this way? Any tips or approaches would be greatly appreciated.Thank you! 

Wanted to make sure we drop this post here for your visibility! If you weren’t able to join us, we can get caught up on all the new features and maybe get some of your questions answered.And if not, we’re here to support you!

RingCentral University is excited to announce new & updated content focusing on AI Agent Assist, AI Supervisor Assist, and Agent screen recording.Updated content:AI Agent Assist user guide for admins within the Configuring RingCX course AI Agent Assist for voice channels video within The RingCX agent interface courseNew content:AI Agent Assist for digitals channels video within The RingCX agent interface course Enabling AI Supervisor Assist video within the Configuring RingCX course AI Supervisor Assist video within the Supervising agents courseAgent screen recording user guide within the Configuring RingCX course Thanks everyone! Let us know if you have any questions.