13289 results found

1. 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 Improvement:
   Update the incoming call display logic to:

   • Show the name of the site when a site number (X Number) is used for inbound or outbound calls.
   • Ensure the site name replaces the generic main user or tenant name in all relevant RingCentral apps, devices, and logs.

   Use Case Example:

   • A customer calls the Paris office’s site number.
   • The receptionist sees the incoming call labeled as “Main Tenant – HQ,” which is incorrect.
   • Expected behavior: Display “Paris Office” to correctly reflect the called destination.

   Implementation Suggestion:
   - Automatically map X Numbers to their associated site name.
   Modify the call presentation layer to prioritize site name over main user name when the call is made to or from a site number.

   Benefits:

   • Improves clarity for end users
   • Reduces misrouting and confusion during call handling
   • Enhances multi-site support and professionalism
   • Aligns system behavior with user expectations and real-world operations

   Priority:
   Medium, but important for multi-site deployments — ideally implemented ASAP to prevent operational errors.

   Conclusion:
   Displaying the correct site name for calls using site numbers will improve usability, accuracy, and the overall call experience, especially in organizations operating across multiple locations.

   Let me know if you'd like this backed by example call logs, screenshots, or user impact metrics.

   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… more

   6 votes

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2. Correct Call Order Management When Switching Between Multiple Calls

   Description of the Idea:
   When managing multiple simultaneous calls, users currently face difficulties identifying calls after switching if the contact is not listed in the company directory. The call order changes unexpectedly when calls are placed on hold or resumed, causing confusion and inefficient call handling.

   Problem Statement:

   • The call placed on hold takes the position of the resumed call, disrupting the original order of calls by arrival time.
   • This leads to loss of the initial call sequence, making it harder for users to quickly identify and prioritize calls.
   • Users have to spend extra time figuring out which call corresponds to which caller, especially when caller info is missing or unclear.

   Example:

   User receives three calls in order: A, B, C.
   User is on call C, so call order is:
   - A
   - B
   - C
   User resumes call B and puts C on hold, new order becomes:
   - A
   - C
   - B
   Then user resumes call A and puts B on hold, new order becomes:
   - B
   - C
   - A
   The original arrival sequence is lost, creating confusion.

   Suggested Improvement:

   • Maintain the call order strictly based on arrival time, regardless of which call is currently active or on hold.
   • The UI should present calls consistently in their original order to ensure clear and intuitive identification.

   Benefits:

   • Improves call management clarity and reduces user errors.
   • Speeds up call handling efficiency by preserving intuitive ordering.
   • Reduces cognitive load in busy or high-volume call scenarios.

   Priority:
   Medium, with a significant positive impact on user experience — recommended for ASAP implementation.

   Conclusion:
   Preserving the original call order based on arrival time during call switching will simplify call management, reduce confusion, and enhance user productivity in multi-call environments.

   Description of the Idea:
   When managing multiple simultaneous calls, users currently face difficulties identifying calls after switching if the contact is not listed in the company directory. The call order changes unexpectedly when calls are placed on hold or resumed, causing confusion and inefficient call handling.

   Problem Statement:

   • The call placed on hold takes the position of the resumed call, disrupting the original order of calls by arrival time.
   • This leads to loss of the initial call sequence, making it harder for users to quickly identify and prioritize calls.
   • Users have to spend extra time figuring out which call corresponds… more
   6 votes

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3. Improve RTP Source Transition Signaling: Use SSRC Change or Marker on Hold/Unhold Transitions (SKEW issue)

   Description of the Idea:
   During Hold/Unhold transitions, RingCentral internally switches the RTP source without SIP renegotiation and while keeping the same SSRC. Although the stream appears continuous (same SSRC, coherent sequence numbers), this design leads to misinterpretation by VoIP monitoring tools such as OCOM or SIP Capture HOMER, which are widely used in enterprise environments.

   Suggested Improvement:
   Introduce a mechanism to explicitly signal the change of RTP source, such as:

   • Changing the SSRC, as recommended in [RFC 3550 §8.1],
   • Resetting RTP timestamps or sequence numbers,
   • Using the RTP marker bit to indicate a discontinuity.

   This would help monitoring systems correctly interpret the transition as intentional, preventing false positives in packet loss detection and skew computation.

   Why it Matters:
   Currently, the internal switch causes:

   • A small delay (20–30 ms) between the last packet from the old source and the first from the new source — exceeding the expected packetization interval (20 ms for G.711a) and triggering false packet loss or jitter spikes.
   • A permanent distortion of the skew metric, since it accumulates based on the initial packet timestamp. Once the skew exceeds 20 ms, all subsequent packets may be incorrectly flagged as lost, degrading MOS scores and user-perceived quality — even though the stream is healthy.

   Additionally, occasional deviations from the expected G.711a payload size (160 octets) have been observed, suggesting potential irregularities in packet generation.

   Standards References:

   • RFC 3550 §6.4.1 – Jitter and packet spacing
   • RFC 3550 §8.1 – New SSRC when stream source changes
   • RFC 3551 §4.5.4 – G.711a packetization interval (20 ms, 160 octets)
   • ITU-T G.1020 & G.114 – QoS metrics for voice performance

   Business Impact:
   Without a signaling mechanism, transitions cause monitoring tools to misreport RTP quality, leading to:

   • Incorrect MOS and SLA metrics
   • False alarms in NOC monitoring
   • Difficulty in troubleshooting actual network issues

   Conclusion:
   Implementing a clear indicator of RTP source transition — through SSRC change, timestamp reset, or marker bit — would significantly improve the observability and reliability of RTP stream metrics, aligning with best practices and protocol standards.

   Let me know if further technical evidence is helpful (e.g., PCAP traces or graphs).

   Description of the Idea:
   During Hold/Unhold transitions, RingCentral internally switches the RTP source without SIP renegotiation and while keeping the same SSRC. Although the stream appears continuous (same SSRC, coherent sequence numbers), this design leads to misinterpretation by VoIP monitoring tools such as OCOM or SIP Capture HOMER, which are widely used in enterprise environments.

   Suggested Improvement:
   Introduce a mechanism to explicitly signal the change of RTP source, such as:

   • Changing the SSRC, as recommended in [RFC 3550 §8.1],
   • Resetting RTP timestamps or sequence numbers,
   • Using the RTP marker bit to indicate a discontinuity.

   This would help monitoring systems correctly… more

   6 votes

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4. Feature to change Wrong Input in IVR

   We have a customer who would like to have a feature that allows them to modify or edit the prompt if the caller presses the incorrect option.

   2 votes

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5. RingCentral Dashboard to Show local or public IP and MAC address of desk phone

   RingCentral Dashboard to Show local or public IP and MAC address of desk phone

   We're trying to track down where some phones are located as well as better maintain our active fleet of phones. There is significant information like IP and MAC address that I see available for each device when using other VoIP providers but not in RingCentral. Is this a feature for specific hardware not not supported?

   I am aware of how to find the IP and MAC addresses on the phones
   themselves, what I am looking for is this information within the
   RingCentral dashboard, similar to Zoom and even Google Voice.

   RingCentral Dashboard to Show local or public IP and MAC address of desk phone

   We're trying to track down where some phones are located as well as better maintain our active fleet of phones. There is significant information like IP and MAC address that I see available for each device when using other VoIP providers but not in RingCentral. Is this a feature for specific hardware not not supported?

   I am aware of how to find the IP and MAC addresses on the phones
   themselves, what I am looking for is this information within the
   RingCentral dashboard, similar to Zoom… more

   3 votes

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6. Admin Visibility for Auto-Reply SMS Settings

   Overview:
   Currently, administrators do not have the ability to view which users have enabled auto-reply text messaging within their individual RingCentral apps. The only way to verify this setting is by logging into each user account manually, which is time-consuming and inefficient—especially for organizations with a large user base.

   Proposed Enhancement:
   Add a feature to the Admin Portal (or relevant dashboard) that allows administrators to easily view the auto-reply SMS status for all users in their organization. This could be displayed as a column in the user management table or within the messaging settings section for each user.

   Benefits:

   Operational Efficiency: Eliminates the need for admins to log in to individual user accounts to verify auto-reply settings.

   Improved Oversight: Ensures consistent messaging behavior across departments, especially in customer-facing roles.

   Faster Troubleshooting: Reduces response time when investigating unexpected auto-replies or messaging issues.

   Scalability: Supports enterprise-level account management by simplifying configuration audits.

   Suggested Implementation Options:

   Include an "Auto-Reply Enabled" column in the admin view under user settings.

   Allow export of user messaging settings for auditing and compliance purposes.

   Provide filtering/sorting based on SMS auto-reply status.

   We believe this enhancement would greatly improve the administrative experience and help maintain messaging consistency across the organization.

   Thank you for considering this request.

   Overview:
   Currently, administrators do not have the ability to view which users have enabled auto-reply text messaging within their individual RingCentral apps. The only way to verify this setting is by logging into each user account manually, which is time-consuming and inefficient—especially for organizations with a large user base.

   Proposed Enhancement:
   Add a feature to the Admin Portal (or relevant dashboard) that allows administrators to easily view the auto-reply SMS status for all users in their organization. This could be displayed as a column in the user management table or within the messaging settings section for each user.

   Benefits:

   Operational… more

   8 votes

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7. Voicemail handling

   We want voicemails to be accessible by multiple user extensions, but once that voicemail has been heard, we want to be able to flag it (with "done"..."needs attention"...etc) or delete it and have that action apply to all users. This way, if user A picks up a message, takes action, and deletes it....user B won't see that voicemail when they log in. What would be most useful is if a voicemail is not deleted, but is heard by one user, they can attach a note to that voicemail for other users to see what next steps need to be taken to deal with that voicemail.

   We want voicemails to be accessible by multiple user extensions, but once that voicemail has been heard, we want to be able to flag it (with "done"..."needs attention"...etc) or delete it and have that action apply to all users. This way, if user A picks up a message, takes action, and deletes it....user B won't see that voicemail when they log in. What would be most useful is if a voicemail is not deleted, but is heard by one user, they can attach a note to that voicemail for other users to see what next steps need to be taken… more

   9 votes

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8. key presses on IVR to ring 2 external number

   Hello I am asking to add the feature to add multiple external number to 1 key press button of my IVR Settings.

   1 vote

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9. RingCentral Users Read Receipt

   I think there should be a feature for RingCentral users to have a read receipt in either the SMS feature, or the message feature. Maybe it can be optional?

   3 votes

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10. Poly Lens Integration with RingCentral

    Poly Lens is a great management tool developed by Poly (now HP) to allow administrators to push policies and custom configuration down to Poly handsets. They have some integrations already with Microsoft and Zoom. It would be fantastic to have RingCentral work with them to have RC added to their integrations list, allowing the phones to be provisioned to RingCentral but configuration managed by Poly Lens.

    37 votes

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11. Display Rate Center Information During Number Selection in Admin Portal

    Request Type:
    Enhancement / UI Improvement

    Summary:
    Request to add visibility of the underlying rate center location when customers select phone numbers in the Admin Portal (during area code and location selection).

    Current Behavior:
    When customers purchase or add a phone number in the Admin Portal, they select a number based on the listed city/location and area code (e.g., Lake Oswego, OR). However, the portal does not display the technical rate center associated with the number block.

    As a result, customers may assume that the listed city is also the underlying rate center. In some cases, the actual rate center differs (e.g., Beaver, OR), which may appear in third-party lookups or on recipient devices during outbound calls. This can cause confusion and customer dissatisfaction.

    Problem Statement:
    Customers are not informed of the underlying rate center at the time of number selection. When they later discover that the rate center differs from the displayed city, they may believe the number was provisioned incorrectly. Since rate centers cannot be modified after assignment, this creates escalations and unnecessary support cases.

    Proposed Enhancement:
    Add a visible field in the Admin Portal during number selection that displays:

    Rate Center Location

    Possibly a tooltip or info icon explaining the difference between “City/Service Area” and “Rate Center”

    Example Display:
    Number: (503) ***-XXXX
    Service Area: Lake Oswego, OR
    Rate Center: Beaver, OR

    Request Type:
    Enhancement / UI Improvement

    Summary:
    Request to add visibility of the underlying rate center location when customers select phone numbers in the Admin Portal (during area code and location selection).

    Current Behavior:
    When customers purchase or add a phone number in the Admin Portal, they select a number based on the listed city/location and area code (e.g., Lake Oswego, OR). However, the portal does not display the technical rate center associated with the number block.

    As a result, customers may assume that the listed city is also the underlying rate center. In some cases, the actual rate center… more

    1 vote

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12. In a call queue settings, if an agent did an outbound call, he will not be bumped on the line.

    In a call queue settings, if an agent did an outbound call, he will not be bumped on the line.

    1 vote

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13. Disable RC Apps side panel feature icons FAX, Message, and Video features from users

    Disable RC Apps side panel feature icons FAX, Message, and Video features from users

    10 votes

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14. Template for Trusted Numbers

    There should be an option to add trusted numbers using templates to apply to all users.

    5 votes

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15. Automatic Deletion in Presence

    When a super admin deletes a user extension in the presence, this change should automatically be applied to all user extension presences.

    1 vote

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16. Pause Automatic Call Recording

    I suggest adding a pause or mute feature to the automatic call recording system. This would allow users to temporarily disable recording during sensitive or confidential discussions, ensuring that important details are not captured. This enhancement would help protect privacy and maintain confidentiality during calls.

    41 votes

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17. Ability to set desk phone admin password through admin portal.

    Please add a place in the admin portal to set the admin password for third party desk phones and third party devices such as ATAs so that they are secured with a password that is known to the System Admin User and does not get reset when changes are made to the devices through the portal. This is for devices such as Yealink phones, Polycom Phones and ATAs.

    44 votes

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18. Hold Portion of Calls Should be Included in the Recording

    When users consult with other users, they place the call on hold; the duration of calls being placed on hold is not included in the recording. Please include the recording for everything that happens on hold.

    2 votes

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19. turning off advertisement for AI

    Turning off advertisement for AI in RC App. Customer don't want to receive ads for this new feature because it interrupts their works. Most of the time the said advertisement is looping.

    •  

    10 votes

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20. Outbound Caller ID

    Customer wants to have the option to use the word "UNKNOWN" as an outbound caller ID that can be set up manually for each user.

    1 vote

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