76 results found
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Allow incoming calls to route the call directly depending on the user's contact list
Alllow incoming calls to be connected automatically depending on contacts. If the system recognized my contact, it should directly connect to my number. If not, it should connect to my desire queue. If Ringcentral recognizes the caller phone number to be within my current contacts, then I need the phone directed to my assistant. If Ringcentral does not recognize the number, I need the call directed to my intake team. I want the intelligent solution, not IVR
7 votes -
Workflow IVR menu to text on screen
Hard to put in words, but it would be nice if you could have the RingCX workflow and dial choices automatically show up on caller's cell phones when they call a number, which immediately displays all the choices for the current IVR menu/workflow/dial tree they are in. This would allow them to see what choices they can pick instead of waiting for the audio greeting to read the choices to them.
5 votes -
MS Teams: Ring Physical Desk Phones for Internal Microsoft Teams Calls (Direct Routing)
Description: We are using the RingCentral for Microsoft Teams (Direct Routing 2.0) integration. Currently, calls made from the PSTN (external) correctly ring both the Teams app and the user's physical desk phone.
However, when a call is initiated internally (Teams-to-Teams) or via a Teams IVR, the call stays entirely within the Microsoft cloud and does not route through the RingCentral network. As a result, the physical desk phone does not ring.
The Ask: We need a configuration option to route internal Teams calls through RingCentral (or fork the signaling) to ensure the physical desk phone rings simultaneously with the Teams…
5 votes -
Temporary Numbers assigned to Contact Center cannot be redirected.
Currently if you assign a temporary number to the Contact Center it cannot be reversed until the number it is associated with ports. This is an inconvenience. Also to avoid downtime, and have a quick and seamless migration, we should be able to reassign a temp number mistakenly assigned to route to a contact center. When trying to reassign, you get the message below:
Number Type: Contact Center Routing Number
This Contact Center number is being used as a temporary number for an in-progress port-in. It can't be reassigned to another number type.8 votes -
IVR External Transfer Key Press Description Field
When configuring an IVR Menu, it would be very helpful to have the option to label an ‘External Transfer’ number with a description.
Currently, when a key press action is set to ‘External Transfer’ and includes only the phone number, other admins who review the call routing later won’t know who or what that number routes to (see attached screenshot).
Our company works with many different third-party partners, so being able to label each external number with the associated company or purpose would make call routing management much clearer and more efficient.
5 votes -
IVR Key Press Identifier
Having the option to know which key press did the caller pressed before it routes to the user without going through a call queue to use the Display Settings (Group Name).
3 votes -
Custom Rules order priority
I would like to see a feature where the ordering of Custom Rules determines their priority in matching to inbound calls.
Here is my use case:
I have a custom rule on a site's Auto Receptionist to send calls to an answering service during the lunch hour.I also have a custom rule for Holidays set on the same Auto Receptionist.
Naturally, the lunch schedule happens every day (including holidays) so this creates a conflict. Currently I have to exclude the lunch hour from the Holiday rule to have no conflicts. This however will have calls during the lunch hour…
3 votes -
Stop Voicemail Recording Automatically Once Threshold Reached
Stop Voicemail Recording Automatically Once Threshold Reached
The system should automatically stop recording voicemail once it reaches a threshold of 3-5 minutes.
These more than 5 minutes voicemails are not being saved on the admin portal or RingCentral app, making customers miss important voicemail messages left without the ability to retrieve.
2 votes -
Calls from Google Ads
I want to be able to identify if a call is coming from Google Ads, even when Google uses random phone numbers. The reason is so I can route those calls differently. Right now, I was told I could set up a custom rule to do this, but I can’t if the calls from Google Ads are coming from random numbers.
3 votes -
Department IVR Voicemail Broadcast & Acknowledgment System
Implement a specialized Department Voicemail Broadcast IVR that allows a manager to record a message and instantly broadcast it to a specific department's members. The recipients should then be able to easily acknowledge the message or immediately call the manager back.
The manager calls a dedicated Department Broadcast IVR (e.g., a specific extension or phone number).
Recording: After selecting a department, the manager is prompted to record a message.
Broadcast: Upon hanging up (or confirming the message), the recorded message is immediately distributed to all members of the selected department/group.
The agent receives the recorded message via their RingCentral extension/phone.…
2 votes -
Allow Custom Rules ON an IVR (and not just at the site level)
We (Cornell University) have 100's of IVR's on our account so creating each one as a 'site' it would become out of hand. I would love to be able to add a custom rule on an IVR (like you can a call queue). We have to manually change the greeting for any type of closure they need and then remember to go back and change it again. PLEASE add the ability to add custom rules directly to an IVR! Thank you for your consideration.
1 vote -
Display Site Name When Incoming Call Is Directed to a Site Number
Description of the Idea:
When an incoming call targets a Site Number, RingCentral currently displays the main company or main user name as the caller destination. This behavior is misleading and causes confusion for users, especially in multi-site organizations.Problem Statement:
- The display does not reflect the actual target site, even though the call was placed to a specific site number (X Number).
- Users are shown the main tenant name rather than the name of the site being contacted.
- This prevents staff from identifying which site the caller is trying to reach, impacting call handling, routing, and response efficiency.
Suggested…
5 votes -
View number of callers waiting in the queue.
We need to be able to view how many callers are waiting in the queue for an available agent in Ring EX. Additionally being able to see what agents are currently logged into the queue
1 vote -
Enable TAS Bypass Support for PureCloud Integrations
The customer is requesting support for TAS (Task Assignment Service) Bypass specific to PureCloud.
Currently, TAS bypass functionality is only supported for NICE inContact, and there is no equivalent option available for PureCloud integrations. This limitation is impacting call stability and task handling, contributing to issues such as voice drop-offs during active calls when bridged between RingCentral and PureCloud.
Business Impact:
Ongoing call drops during bridged calls
Increased operational disruption for agents
Manual intervention required to recover dropped interactions
Requested Enhancement:
Introduce TAS bypass support for PureCloud, similar to existing NICE inContact behavior
Allow more stable call handling during bridged…
1 vote -
Upload phone numbers in bulk on the callers condition Section , when creating a custom rule
The customer wanted to have a feature where they can upload phone numbers in bulk when creating a call queue under the condition " Callers"
1 vote -
1 vote
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Add "order status" in phone system
Adding "order status" in the phone system. For example, when a customer calls in, they can put their order number in and it will tell or show them the estimated time that it would be ready.
3 votes -
send voicemail webhook
[Context] Currently the only option for Voicemails is to have them route to an email address. My company deals in healthcare and as a result voicemails are "sensitive data" which we would like to avoid sending to email inboxes.
Our RingCX agents mostly work out of our CRM software, which is authorized for sensitive data storage.
It would be extremely beneficial to be able to have voicemails / transcripts / AI summaries sent to an HTTP endpoint... so we can direct the data exactly where we need.
2 votes -
Incoming Call to be routed to Busy Line
The customer would like to have an option where they can route the incoming caller to busy line tone when they are on active incoming call both when their direct number is being dialed or the company number (for user who are used for main number routing) and not to route them on voicemail but still receive an SMS message notification for missed calls.
1 vote -
Disable dial by extension
Disable Dial by Extension options in RingEX. Extensions should have the option to Opt-out of the Dial by Extension where they can dial Super Admins
1 vote
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