Getting Started
ringNex is multi-tenant — every login belongs to a workspace, and every record you see is scoped to that workspace.
- Open ringNex in your browser (or the desktop app). Enter your workspace, email and password.
- If two-factor authentication is enabled on your account, enter the 6-digit code from your authenticator app. First-time enrolment shows a QR code to scan.
- On sign-in your presence is set to Ready automatically, so calls can route to you straight away. A new login instantly ends any older session for the same account.
- Grant microphone access when the browser asks. Without it, calls cannot connect.
- The sidebar only shows the pages your role allows — if you don't see a feature described in this guide, your role hasn't been granted it.
The Softphone
A real SIP phone in the browser — one registration per session. Every call starts here.
Type the number into the field and press the green call button. Use the on-screen keypad or your keyboard.
Start a call straight from a Contact, a Lead, or any row in Call Logs — the number populates automatically.
A call overlay appears for every inbound call with Answer and Decline. The caller ID is matched against your saved contacts.
If your role has voicemail enabled, an unanswered call falls through to voicemail. Otherwise the caller hears a busy tone and the call is logged as missed.
In-Call Controls
The call overlay surfaces these controls during any live call. In the desktop app you can pop the overlay out into a detachable, always-on-top window mid-call.
| Control | Function |
|---|---|
| Disables your outgoing audio. The customer can't hear you while muted; you still hear them. | |
| Places the customer on hold with hold music. You're free to speak or check notes. Resume to reconnect instantly. Requires the Hold Call permission. | |
| Sends touch-tones for IVR navigation during the call. | |
| Blind or warm/attended transfer to another agent in your workspace. See the Transfers section. | |
| Pulls another agent or an external number into a multi-party conference bridge. Requires the Add Participant permission. | |
| Creates or updates a Lead record for the current caller without leaving the call. | |
| Ends the call. If the call was connected, the End-Call popup opens for wrap-up. |
End-Call Popup & Dispositions
When a connected call ends, the End-Call popup opens automatically so nothing is lost (role-gated — an admin can turn it off).
Number and call duration are filled in for you. Edit the client's name and details, and toggle save to contact to keep them.
Pick a disposition from your workspace's shared list (each has a name and colour). The same list is used in the softphone, the auto-dialer and the logs.
Set a follow-up date and time. It appears on the Follow-ups dashboard and adds to the due badge.
Remarks are required. Add tags for filtering later, and attach files (screenshots, documents) to the call/lead.
Transfers & Conference
Move a call to a colleague, or bring more people in. Transfer targets are agents within your own workspace.
Sends the customer straight to another agent and drops you from the call. Fastest, with no briefing. Requires Blind Transfer.
Rings the other agent first so you can brief them, then Complete transfer to hand off. The customer stays on hold music throughout. Requires Warm Transfer.
Keeps you on the line and adds another agent or an external number into a conference bridge. Requires Add Participant.
Voicemail & Recording
When enabled for your role, a declined or unanswered direct call drops to voicemail. Messages appear on the Voicemail tab with a themed player, an unread badge, and the real message length.
Recording runs automatically on outbound, inbound-to-agent and toll-free queue calls when your workspace/role allows it. Recordings attach to the matching row in Call Logs and appear on the Recordings page.
Logs, Recordings & Contacts
Full inbound / outbound / missed history with date, agent and search filters, pagination, a Participants column, and inline recording playback. Tabs split All / Incoming / Outgoing / Missed.
A dedicated page listing every recording with the themed audio player. Editable disposition straight from the row.
Each contact holds multiple phone numbers and addresses. Create / edit / delete are individually permissioned. Inbound and outbound numbers are matched to a contact's name, company and job title.
Leads & Follow-ups
Persistent customer records that build up interaction history across many calls — not per-call throwaways. Name, phone, address, latest-disposition, tags and attachments.
Totals for All, Today and Missed follow-ups, with a sidebar badge for what's due.
Auto Dialer
Campaign-based outbound dialing with disposition capture and reporting.
- An admin creates a campaign with a ring strategy and its own disposition set.
- Contacts are uploaded as XLSX / CSV and assigned to agents. A contact is locked to one agent so two people never get the same record.
- The agent works the campaign from the auto-dial screen — dial, talk, skip if needed, and capture a disposition on each contact.
- Progress and outcomes roll into campaign reports, which export.
Toll-Free & IVR
Toll-free numbers with inbound queue campaigns and a data-driven IVR. Available when your workspace has the toll-free feature enabled.
Route a toll-free number into a queue that rings a set of agents, with its own greeting and hold behaviour.
Greetings and digit options are stored in the database — build and change an IVR menu without editing the phone system.
A real-time toll-free dashboard (who's waiting, how long) plus toll-free reports. The Toll-Free report is only visible to workspaces with the feature enabled.
Team Chat
Real-time messaging with your colleagues — separate from anything customer-facing.
Group channels and one-to-one direct messages, updating live.
Emoji picker and file attachments in any conversation.
Push notifications for new messages, including inside the ringNex desktop app.
Supervisor Monitoring
The Live Supervisor page shows active calls across your workspace or your supervised teams. Three modes — switch between them live without dropping the call.
Silently monitor a live call — neither the agent nor the customer knows. For quality monitoring.
Coach the agent privately — the customer can't hear you. For real-time guidance mid-call.
Join the conversation — both the agent and the customer hear you. For escalations.
| Mode | Agent hears you | Customer hears you |
|---|---|---|
| Listen | No | No |
| Whisper | Yes | No |
| Barge | Yes | Yes |
Workspace Administration
Everything a workspace owner or admin manages for their own organisation.
| Module | Purpose |
|---|---|
| Users & Agents | Add agents, assign roles, provision SIP endpoints and extensions, assign a DID. |
| Teams | Create teams, add members, assign supervisors, and set each supervisor's per-team privileges (including Monitor / Listen / Whisper / Barge). |
| Roles & Privileges | Build custom roles from the permission catalogue. |
| Phone Numbers / DIDs | DID inventory, assignment to agents, routing profiles, and (where enabled) buying numbers. |
| Do-Not-Call | Maintain the DNC list by import or manually — calls to these numbers are blocked. |
| Dispositions | The shared per-workspace disposition list (name + colour) used everywhere. |
| Toll-Free | Toll-free numbers, queue campaigns and IVR menus (when the feature is enabled). |
| Auto Dialer | Create campaigns, upload and assign contacts, view campaign reports. |
| Usage & Billing | Seat counts and inbound / outbound minute usage for the workspace. |
| Reports | Call, performance, campaign and toll-free reports with export. |
Roles & Permissions
Roles are per-workspace and built from a catalogue of ~70 permissions. Each user is assigned one role; the frontend hides what the role doesn't allow and the backend enforces it on every request.
| Permission (examples) | What it enables |
|---|---|
| Hold Call | Shows the Hold / Resume control on a live call. |
| Blind Transfer / Warm Transfer | The two transfer methods on a live call. |
| Add Participant | Pull another party into a conference bridge. |
| Monitor Calls + Listen / Whisper / Barge | Access to the Live Supervisor page and each monitoring mode. |
| Play Voicemails / Redirect Declined Calls to Voicemail | Hear voicemails / let calls fall through to voicemail. |
| View Call Logs / View Recordings / View Reports | Access to history, recordings and the reports hub. |
| Auto Dial / Manage Agents / Manage Teams | Campaign work and workspace administration. |
Users & Agents
Add the user, pick a role. A SIP endpoint is provisioned automatically with a workspace-unique username and an extension allocated from your workspace's start number.
Optionally give the agent a direct number for outbound caller ID. The DID picker lists local numbers only — toll-free numbers route to their campaign queue and can't be assigned to an agent.
Ready / On-Call / Paused / Wrap-up / Offline, driven by call events in real time and shown on the supervisor and owner dashboards.
TOTP 2FA with QR enrolment can be required per account. Stored SIP and TOTP secrets are encrypted with AES-256-GCM.
Reports & Analytics
Dashboards for the day-to-day, and a reports hub with PDF / Excel export for everything else.
Agent dashboard — your own KPI row and activity charts. Owner dashboard — team-level rollups with an agent filter.
Inbound and outbound reports with direction, status, duration and date filters. Export to PDF or Excel.
Per-agent, ordered by most dialed calls first — dialed, connected, not connected, inbound, missed, voicemails and talk-time metrics. Agent filter + From / To date range. PDF + Excel.
Campaign reports per auto-dialer campaign; toll-free reports (feature-gated); and Usage — seat counts and inbound / outbound minutes, by month.
| Filter | Period covered |
|---|---|
| From / To | Any start and end date you choose (Performance report default: last 30 days) |
| Agent | All agents, or one specific agent |
| Direction / Status | Inbound or outbound; connected or not connected |
| Month | Usage & Billing — pick any of the last 12 months |
Desktop App
The Windows desktop app wraps the same workspace and talks to your hosted ringNex backend over the network.
- Download Ringnex-Setup-1.0.0.exe from the homepage and run it. On first run, Windows SmartScreen may warn — choose More info → Run anyway (the build is unsigned).
- Launch ringNex and sign in with your workspace, email and password — same credentials as the browser.
- Allow microphone access when prompted.
- During a call you can pop out the call into an always-on-top window — answer, mute, hold, DTMF, transfer and hang up from it while you work in other apps.
- Team Chat push notifications work inside the desktop app too.
Troubleshooting
Check your internet, confirm microphone permission is granted for the site, and reload. In the desktop app, fully quit and relaunch.
Check the output device in your OS. Make sure the browser tab isn't muted.
Confirm your status is Ready (not Paused/Offline) and the ringNex tab or app is still open. Your SIP endpoint must be registered.
You're a supervisor and the target agent's team hasn't granted your per-team monitoring privilege. Ask an admin to enable Monitor team calls plus Listen / Whisper / Barge team calls for you on that team, and confirm the agent is a member of it.
The recording may still be finalising just after the call ends — try again in a minute. If it never appears, recording may not be enabled for your role.
The menu and call-control buttons follow your role's permissions. Ask a workspace admin to grant the permission described in this guide.