3962 results found

1. Granular Control to Disable Remote/Dial-In Voicemail Access

   Summary
   Provide an administrative toggle to disable external PSTN dial-in access to voicemail boxes via the star (*) key, while maintaining internal voicemail access through the RingEX desktop app, mobile app, and web portal.

   Problem Statement / Business Need
   Currently, any external caller who dials a user's direct line (DID) or extension can press *, enter the user's PIN, and access the voicemail system remotely.

   For organizations bound by strict security frameworks (e.g., HIPAA, FINRA, CJIS) or companies enforcing Single Sign-On (SSO) and Multi-Factor Authentication (MFA), PSTN phone access creates an unmonitored back-door login vector. Disabling PSTN dial-in access forces all users to authenticate through secured, audited corporate applications (RingEX app/portal) to check their messages.

   Proposed Solution
   Add a policy toggle at both the Account Level (under Security / Global Settings) and the User Extension Level (under Messages & Notifications / Voicemail):

   Setting Name: Allow Remote Phone Dial-in Access to Voicemail (or similar)

   Options:

   Enabled (Default - current behavior)

   Disabled (Suppresses the * key trigger during voicemail greetings or disables PIN authentication from external callers)

   Expected Behavior When Disabled
   External Callers: Pressing * during the voicemail greeting is ignored, or plays an alert stating "Remote phone access is disabled. Please check your voicemail using the RingEX app."

   App/Web Access: Users can still receive, view, listen to, and manage voicemails normally via the RingEX Mobile App, Desktop App, and Web Portal.

   Hardphones (Desk Phones): Internal desk phones assigned to the extension can still access voicemail using the dedicated Message button or *86.

   Value Impact
   Security & Compliance: Eliminates brute-force PIN attacks over PSTN and enforces company MFA/SSO mandates for listening to sensitive customer audio.

   Feature Parity: Brings RingCentral's voicemail management inline with modern Zero-Trust architecture practices.

   Summary
   Provide an administrative toggle to disable external PSTN dial-in access to voicemail boxes via the star (*) key, while maintaining internal voicemail access through the RingEX desktop app, mobile app, and web portal.

   Problem Statement / Business Need
   Currently, any external caller who dials a user's direct line (DID) or extension can press *, enter the user's PIN, and access the voicemail system remotely.

   For organizations bound by strict security frameworks (e.g., HIPAA, FINRA, CJIS) or companies enforcing Single Sign-On (SSO) and Multi-Factor Authentication (MFA), PSTN phone access creates an unmonitored back-door login vector. Disabling PSTN dial-in access forces… more

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2. Support for SSO across multiple Entra ID tenants.

   We currently operate a parent/sister company relationship and have two separate Microsoft Office 365 tenants, our parent tenant is configured to use SSO for RingCentral but our sister company is not able to be configured due to the limitation within the RC Admin portal.

   We would like to be able to include more than one tenant so that our sister company can utilise SSO for their authentication against RC applications.

   Thanks

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3. Granular Outbound Caller ID (OBCID) Restrictions & Group-Based Controls in RingEX

   Requesting the ability to maintain brand isolation for RingEX only users and ensure proper inbound call routing, these users need to only present the new brand's dedicated outbound caller ID(s) and need to be blocked from selecting or presenting the primary company business number.

   RingCentral RingEX currently does not support scoping or restricting selectable Outbound Caller IDs at the user group, role, or extension level. Any configured outbound number in the account is accessible to users.
   System administrators should be able to define, restrict, or assign specific authorized Outbound Caller IDs to designated User Groups, Roles, or Service Extensions.

   OBCID Lock Down: Need the ability to hide or restrict access to the primary company number (and other non-authorized DIDs) from a user group's selectable OBCID dropdown in RingEX (Desktop, Web, and Mobile).
   Additionally need to allow non-user service extensions or specific user groups to dynamically switch only within an approved pool of brand-specific OBCIDs based on the use case.

   Requesting the ability to maintain brand isolation for RingEX only users and ensure proper inbound call routing, these users need to only present the new brand's dedicated outbound caller ID(s) and need to be blocked from selecting or presenting the primary company business number.

   RingCentral RingEX currently does not support scoping or restricting selectable Outbound Caller IDs at the user group, role, or extension level. Any configured outbound number in the account is accessible to users.
   System administrators should be able to define, restrict, or assign specific authorized Outbound Caller IDs to designated User Groups, Roles, or Service Extensions.

   OBCID… more

   16 votes

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4. the ability to receive email notifications for Shared SMS.

   customer wants to receive email notifications for Shared SMS

   31 votes

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5. How to import global Fax contacts?

   We just went live with RingEX, and are looking to start using it to replace our current e-fax solution. We have a couple thousand fax contacts in our current global address list for clinics, hospitals, providers offices, labs, etc, that we need all users to have access to.... how can we import these into a global list in Faxfinder? I haven't been able to find an obvious way to do so in the admin portal.... I did see the shared external contacts section where I could import, but looking at the template provided, I see no way to specify a fax number, only home/business/mobile/company main phone. Please don't tell me that each user will have to individually import these to personal contact lists and have to each keep them all updated going forward individually.... if that winds up being the case then I won't waste my time going any further with the fax components, as I know the managers here will veto it quick if the contacts can't be centrally managed.
   Thanks for your help!

   We just went live with RingEX, and are looking to start using it to replace our current e-fax solution. We have a couple thousand fax contacts in our current global address list for clinics, hospitals, providers offices, labs, etc, that we need all users to have access to.... how can we import these into a global list in Faxfinder? I haven't been able to find an obvious way to do so in the admin portal.... I did see the shared external contacts section where I could import, but looking at the template provided, I see no way to specify a… more

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6. Option to instantly transfer callers to extension set up when no key is pressed in IVR (eliminate dead air/delay)

   Currently, when a caller does not press any key during an IVR prompt (following the Repeat the menuif there is no action settings), there is a prolonged delay/dead air of 4 to 5 seconds before the system triggers the default "no action" routing step. This pause leads callers to assume the line has disconnected, resulting in unnecessary call drops. We need the IVR to route the call to the mailbox extension right away or to whichever extension is set to for that settings

   8 votes

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7. Interactive Visual Timeline & Time-Picker Simulator for Complex Call Routing

   WHAT: We are requesting a native Interactive Call Flow Timeline & Simulator within the Admin Portal. Instead of just configuring rules in text-based menus, administrators need a visual tool to simulate and verify routing based on specific timeframes.

   WHY: Managing inbound call flows in RingCentral can be challenging due to overlapping rules such as business hours, after-hours forwarding, holiday schedules, call queue settings, and custom user rules. Currently, administrators lack a centralized view of how these rules interact, making it difficult to determine call routing outcomes, troubleshoot issues, and prevent configuration errors that may result in missed calls.

   (Key Features Requested)
   A "What-If" Date/Time Picker: An admin should be able to select any specific future date and time (e.g., Next Friday at 7:30 PM) to view a highlighted, step-by-step visual path of exactly where a call will land.

   Horizontal Timeline Stream: A calendar or block-based timeline view (similar to Google Calendar or video editing tracks) that maps out active routing states across a 24-hour or 7-day period.

   Layered Rule Breakdown: A clear visual indication of which rule is currently "active" versus which rules are "suppressed" (e.g., showing that a Holiday Custom Rule is overriding the Standard Business Hours rule for that specific day).

   Conflict Detection Flags: The system should automatically flag visual overlapping conflicts (e.g., if a custom rule accidentally creates a loop or points to an inactive after-hours extension).

   (Business Value & Impact)
   Eliminates "Blind" Testing: Admins can instantly audit complex routing setups without having to wait until midnight to make physical test calls.

   Protects Customer Experience: Drastically reduces the risk of callers getting trapped in broken loops or dead-ends due to hidden, overlapping time rules.

   Speeds up IT Administration: Allows new IT admins or office managers to instantly understand an existing organization's phone architecture at a glance, reducing management overhead.

   WHAT: We are requesting a native Interactive Call Flow Timeline & Simulator within the Admin Portal. Instead of just configuring rules in text-based menus, administrators need a visual tool to simulate and verify routing based on specific timeframes.

   WHY: Managing inbound call flows in RingCentral can be challenging due to overlapping rules such as business hours, after-hours forwarding, holiday schedules, call queue settings, and custom user rules. Currently, administrators lack a centralized view of how these rules interact, making it difficult to determine call routing outcomes, troubleshoot issues, and prevent configuration errors that may result in missed calls.

   (Key Features… more

   16 votes

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8. Native live voice-to-voice AI translation

   Add native, real-time, bi-directional live voice-to-voice AI translation directly into RingCentral phone calls (RingEX), allowing participants speaking different languages to converse naturally—each speaking and listening in their own preferred language.

   6 votes

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9. Maximum concurrent call announcement settings

   Add a setting for call queues to have Maximum concurrent call. apart from maximum calls per agent, please add where customer scan toggle what they hear while on a call and another call comes in to the call queue.

   8 votes

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10. Default Fax Recipient on Multi Site Assignment

    It would be best if the system automatically assigned the first number on each site as the fax recipient for that specific site, rather than copying the fax recipient configured on the main site.

    This would save time and eliminate the need to manually access each newly created site to update its fax recipient.

    Currently, whenever a new site is created, the system automatically assigns the main site's fax recipient as the fax recipient for the new site. We then have to manually replace it with either the site's fax number or a user's fax number associated with that site.

    Ideally, the system should automatically assign the appropriate fax number from the newly created site instead of inheriting the fax recipient from the main site.

    It would be best if the system automatically assigned the first number on each site as the fax recipient for that specific site, rather than copying the fax recipient configured on the main site.

    This would save time and eliminate the need to manually access each newly created site to update its fax recipient.

    Currently, whenever a new site is created, the system automatically assigns the main site's fax recipient as the fax recipient for the new site. We then have to manually replace it with either the site's fax number or a user's fax number associated with that site.

    … more

    9 votes

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11. Allow Super Admins to restrict and select specific Outbound Caller ID numbers per user

    Allow Super Admins to manually select or restrict the exact list of account phone numbers available in a user's Outbound Caller ID options directly from the RingCentral Admin Portal.

    6 votes

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12. CNAM update in bulk

    Allowing administrators to update Caller ID Names (CNAM) in bulk—via a single CSV file upload or multi-user dashboard selection—would eliminate the labor-intensive process of manually editing individual user profiles, drastically reducing administrative overhead and human error during large-scale onboarding, rebranding, or organizational updates across high-volume accounts.

    10 votes

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13. Reduce the wait time for the dial-by-name directory

    Reduce the wait time for the dial-by-name directory. After pressing 9 and entering the first three letters of the agent's name, it takes seven seconds for the name to be announced. The customer has requested this be shortened.

    5 votes

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14. Enable CNAM (Caller ID Name) for RingEX Outbound Calls in Canada

    Please add support for Caller ID Name (CNAM) for RingEX customers making outbound calls from Canadian phone numbers.

    Currently, Canadian RingEX customers may be limited in their ability to present a consistent, recognizable business name to recipients when making outbound calls. This can result in calls displaying only a phone number, an incorrect name, or no caller name at all, which can negatively impact answer rates and customer trust.

    7 votes

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15. Allow Administrator to disable "Auto-answer call" feature

    Can you please make the "Auto-answer call" feature something that can be disabled (greyed out) for the entire organization? Our company would never use this feature and our end users sometimes confuse this to set number of rings and turn it on without realizing what's about to happen.

    122 votes

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    Implemented  ·  AdminJessica H. (Admin, RingCentral) responded

    This is available! Learn more here.

16. Two distinct voice messages saved simultaneously

    An extension can be configured with conditional voicemail routing to handle unanswered calls using two distinct voicemail boxes. Under this configuration, calls routed from the main line are directed to a primary voicemail box, while calls placed to the extension's direct number are routed to a secondary voicemail box.

    8 votes

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17. Removal of site code from the main site

    Removing the site code completely from the main site.

    7 votes

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18. Total Call Duration in Admin Portal Call Logs

    Display the total duration of a call as a single, consolidated value in the Admin Portal Call Logs, regardless of whether the call is transferred or the user switches between platforms or applications.

    8 votes

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19. audit trail -> need display reel performer

    Currently, when certain changes are made in the admin portal (for example, changing a site ID for a user in a multi-site environment) the "audit trail" logs show this as an automatic system action associated with the Super Admin account.

    However, this modification may actually be performed by another administrator. Therefore, the action should either be logged under the name of the actual administrator who performed the change, or under a clearly identified automated task.

    Another example: when support logs in remotely, we can see an entry such as RC-Agent on behalf of…, but all subsequent actions are then recorded under the Super Admin account.

    In general, each log entry should display the actual user who performed the action, rather than systematically attributing actions to the Super Admin. This would significantly improve traceability and security.

    Currently, when certain changes are made in the admin portal (for example, changing a site ID for a user in a multi-site environment) the "audit trail" logs show this as an automatic system action associated with the Super Admin account.

    However, this modification may actually be performed by another administrator. Therefore, the action should either be logged under the name of the actual administrator who performed the change, or under a clearly identified automated task.

    Another example: when support logs in remotely, we can see an entry such as RC-Agent on behalf of…, but all subsequent actions are then recorded… more

    18 votes

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20. Bulk Update Capability for Regional Settings

    1. Problem Statement Currently, the RingCentral Admin Portal provides a highly efficient "User Settings Template" feature to bulk-update regional settings (such as time zones) for individual users. However, this bulk-apply functionality does not extend to non-user configurations.

    Administrators are unable to apply bulk time zone changes to Sites and Call Queues. When a global update is required, admins must manually navigate to each individual Site and Call Queue to update their regional settings one by one.

    1. Use Case & Scenario Recently, a previously standard time zone—(GMT-05:00) Eastern Time (US & Canada)—was deprecated in the system and stopped properly observing Daylight Saving Time rules. To ensure call routing and business hours functioned correctly, we needed to migrate our settings to the updated time zone: (GMT-04:00) Eastern Time (America/New_York).

    While we easily applied this update to hundreds of users via templates, we were forced to manually click through and update the backend settings for dozens of Sites and Call Queues. This lack of bulk functionality creates a highly tedious, time-consuming workflow that is prone to human error.

    1. Proposed Solution We request that RingCentral introduces one of the following capabilities:

    Site/Queue Settings Templates: Create a template system (similar to User Settings Templates) specifically designed to bulk-apply configurations to Sites and Call Queues.

    A Universal Regional Settings Updater: A centralized tool within the Admin Portal where an administrator can select a specific setting (e.g., Time Zone) and push that update globally to a multi-select list of extensions, regardless of whether they are a user, Site, or Call Queue.

    1. Problem Statement Currently, the RingCentral Admin Portal provides a highly efficient "User Settings Template" feature to bulk-update regional settings (such as time zones) for individual users. However, this bulk-apply functionality does not extend to non-user configurations.

    Administrators are unable to apply bulk time zone changes to Sites and Call Queues. When a global update is required, admins must manually navigate to each individual Site and Call Queue to update their regional settings one by one.

    1. Use Case & Scenario Recently, a previously standard time zone—(GMT-05:00) Eastern Time (US & Canada)—was deprecated in the system and stopped properly observing Daylight Saving… more
    8 votes

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