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Phone & Messaging

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  1. Having a copy of the document that was faxed attached to the Fax Message Transmission Result email will be very helpful. In our case, as a law firm, we need to add a copy of that email to the case as proof that the fax was sent successfully. Having the document attached to the confirmation email will make it easier for the Legal Assistants, Paralegals, and Attorneys to identify which case that fax belongs to.

    115 votes

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    Under Review  ·  4 comments  ·  Application  ·  Admin →
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  2. We currently cannot quickly text a customer while we are on the phone with that customer while using the desktop program on computer (not the extension). We have to take multiple steps such as: Go to text and create a new text, search their contact, etc. A simple and easy solution to this would be one of 2 options below:Show the Ongoing Call in the calls area, while we are on the call (currently the call only shows after we end the call). This will allow us to text someone quickly just as we can any past calls that show…

    75 votes

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    Under Review  ·  0 comments  ·  SMS/Text  ·  Admin →
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  3. Public instutions most often demand additional survivability - on top of already existing redundancy options. They most often run critical infrastructures in order to still serve citizens especially in natural catastrophes and escalations to keep life and security operatiing.

    Currently Germany is not supported by Persist but it should like currently France or Netherland. Please add this country extension.

    15 votes

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    New  ·  3 comments  ·  General Phone  ·  Admin →
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  4. The filter when adding external (internal) calls, for example, doesn't apply on percentage calculation . The number of Total calls is correct, but the percentage is incorrect. The denominator remains unchanged when filters are applyed.
    The salesforce ticket has been already opened 24162866.
    Useful wiki page regarding this topic :https://wiki.ringcentral.com/pages/viewpage.action?spaceKey=AKB&title=Percent+calculation+with+filters

    17 votes

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    New  ·  0 comments  ·  Other  ·  Admin →
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  5. Unable to update/make custom voicemail greeting when Screening, Greeting & Hold Music is disabled for user roles.

    If we can include a separate permission for a role such as greeting, voicemail settings, ringback, screening and hold music restriction.

    The users are now restricted to update voicemail when they are assigned to a role that is restricted for Screening, Greeting & Hold Music.

    This is happening when updating through desktop, mobile and web application.

    34 votes

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  6. It's important to see the number where the customer sent the text from. To know which assigned number it came from and to track the customer's information. Please put back the feature on the RC Desktop App and Mobile App. Screenshot was taken 03/26/2024 at that time we can see from what number we were texting from.

    26 votes

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    5 comments  ·  SMS/Text  ·  Admin →
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  7. When agents are on a call in RingCX, their presence is not updated in the Ringcentral MVP app, which causes internal employees to believe they are available, then getting upset if their call or transfer is not answered. RingCX should be able to set the presence to some type of Busy status within MVP so that other employees can see when they are not available.

    17 votes

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    New  ·  0 comments  ·  Admin Portal  ·  Admin →
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  8. We need to be able to track Users who turn ON and OFF the Auto-Answer Calls Feature from the Ring-Central App. It only logs it currently from the admin portal. Also it would be great to be able to globally disable this feature from all users at the admin level.

    21 votes

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  9. currently we can add up to 25 callers in queue.
    Ideally it is important to have a max of 100 callers in queue, with extra multiple options like 30 -50-75-100.

    13 votes

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    New  ·  0 comments  ·  Call Queues  ·  Admin →
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  10. several customers are asking to have a longer wait time on queues.
    currently the max wait time that can be configured is 15 min, ideally having more options 20 , 30,45,60 min

    13 votes

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    New  ·  0 comments  ·  Call Queues  ·  Admin →
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  11. When (re-)connecting the RC application to a Microsoft Exchange account, the user has to provide the following data in order to complete that task successfully:

    • their email address or domain\username
    • their password
    • their Exchange server version
    • their exchange EWS url

    Out of these four (or five, if you count emails and domain\user separately), many users will have two readily available: email and password; some maybe even only know their password.

    This is because:

    • their username (which could be their email address) is stored on their computer's login screen, and they are only asked for their password on login
    • they have…
    18 votes

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  12. Toll Free Number should have Caller ID name

    27 votes

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  13. the current design allows uploading 20 numbers for substitute Caller ID for bulk upload, The customer has a situation where they need to do it for 6000 users

    44 votes

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  14. To get daily Performance reports via subscription there has to be a saved performance report with the preset date of Yesterday and not a customized date otherwise, we will receive the same data every day.

    However, some businesses run business on a certain time like from 8 AM today to 7:59 AM the following day and we need to receive daily reports from those hours not 12 AM to 11:59 AM. The Yesterday option for saved performance reports is not going to work based on the company's needs.

    Please have the option to save performance reports with custom time and…

    14 votes

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    New  ·  2 comments  ·  Admin Portal  ·  Admin →
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  15. Inqueue Callback: Changing Number Confirmation Prompt
    Our company would like the ability to change the caller ID confirmation message. Currently, it does not say to hit # to confirm the phone number, causing confusion for our clients. The number will confirm if you press # or wait, but because the prompt does not mention to press #, customers feel like they are getting ”stuck”.

    15 votes

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    New  ·  1 comment  ·  Call Queues  ·  Admin →
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  16. This is useful because sometimes you need to reference a dinosaur in a chat. This would benefit me specifically as I recently needed to reference a dinosaur and couldn't. It should work by clicking the emoji button and scrolling down to animals and at least 4 dinosaur options should be available (minimum of T-Rex, Brachiosaurus, Stegosaurus, Triceratops)(Pteranodon if a 5th is an option). Also a T-Rex with grabber arms would be nice (it's funny because T-Rex's have short arms.)

    166 votes

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    3 comments  ·  Application  ·  Admin →
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  17. It would be very useful to display and change your own status in the HUD.

    9 votes

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  18. As the Title states, add the ability to apply custom rules to the call queue template. This would allow the quick copying of custom rules that you would want to apply to multiple queues easily, example being able to copy a holiday schedule custom rule to multiple queues that share the same schedule instead of having to setup the same custom rule multiple times.

    If this is too much of a hurdle, another possibility would be being able to save custom rules and then when in the custom rules tab be able to select a previously saved rule to apply…

    19 votes

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    2 comments  ·  Call Queues  ·  Admin →
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  19. Option to separate the two email domains for the "External Guest Settings- Domain allow/block list" from the RingCentral app/web app on the single line

    13 votes

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    0 comments  ·  Application  ·  Admin →
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  20. Ability to have the ability to go back to Old RingCentral Layout

    19 votes

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    9 comments  ·  Application  ·  Admin →
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