12358 results found
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Option to increase SMS storage to more than 5000 before it gets deleted.
Right now, when you reached SMS received per user, per inbox of 5000, SMS will be deleted and replaced by new ones. It's best to have an option to increase storage allocation.
10 votes -
See who answered the call queue call
When warm transferring a call to a call queue and a member of that queue answers the call, display the name of the member who answered the call.
Currently, it shows the call queue name the whole time. Our receptionists are used to our previous phone system where it switched over from call queue name to user's name who answered the call.
It would be more efficient (save 5-10 seconds per call and our receptionists transfer over 500 calls per day).
11 votes -
Export Call Queue Tree
Ability to have an option to export or download the call queue tree set up like IVR.
4 votes -
Request to Extend Fax Storage Period Over 30 Days
Customer is requesting to extend fax storage on the server beyond the default 30-day retention period.
6 votes -
ability to receive fax but disable outbound fax per user
When the fax setting is on for the account and the the user has a customized role of fax settings not enabled . The user should not have the ability to send fax
3 votes -
Requesting the ability to generate a report that shows how many times a specific customer has called regarding a particular issue.
Requesting the ability to generate a report that shows how many times a specific customer has called regarding a particular issue. This feature would allow tracking repeat interactions for the same issue, helping teams identify recurring problems, measure first-call resolution effectiveness, and improve overall customer experience.
Currently, tracing is only possible based on the disposition selected by agents. There is no way to see how often a customer has contacted support for the same issue across multiple calls.
4 votes -
PRESENCE REPORT
Summary
Add a built-in report in RingCentral to view user presence statuses (Available, Busy, DND, Offline), both in real time and historically.Problem
Presence is currently only visible live (e.g., HUD) or via API, with no native reporting. This limits visibility and requires custom development for tracking or analysis.Proposed Solution
Create a “Presence Report” in Analytics with:Real-time and historical presence data
Filters (user, team, department)
Export capability (CSV/Excel)Why It’s Helpful
Improves staffing and coverage planning
Increases operational visibility
Supports performance monitoring
Reduces reliance on custom API solutionsImpact
Enhances analytics capabilities and adds value for teams managing…3 votes -
Custom call queue status
I would like to know if you can create custom call status for all agents in your queue such as "LUNCH"
13 votes -
Pre-recorded announcement
Pre-recorded announcement, for example, holiday, bad weather, etc. that you can use to apply on your announcement only extension
3 votes -
Allow forwarding extension to choose what endpoint to ring when forwarding call to another extension
We would like to have a forwarding extension to have a choice to select what endpoint (RC app, Desk phone, Mobile app) when forwarding call to another extension
8 votes -
Main number Support for SMS booster
It would be helpful if we can use the main number to receive and respond to SMS on our call queue. Since we have 4 users setup currently to receive these kind of SMS.
7 votes -
Two-way Call Recording Announcement
Is it possible to enable a two-way call recording announcement when automated call recording is enabled in RingCentral? I did see the smart ACR feature but what I’m asking is if it’s possible to play an announcement that the call is being recorded to both parties on the line when automatic call recording is enabled. Basically, we would want both parties to be notified regardless.
29 votes -
Send missed call email notification as soon as the call was missed by a user regardless if the call was transferred after it was missed.
Currently a missed call notification is sent only to the final endpoint of the call.
If a call is offered to your extension and then forwarded to another extension (because you did not answer), the system waits to see if the second extension picks up.
If the second extension also misses the call, the email notification is sent to that last extension where the call was offered.Expected Behavior:
Send missed call email notification as soon as the call was missed by a user/extension regardless if the call was transferred to another extension after it was missed.2 votes -
Feature Request: Real-Time Queue Visibility in RingEX Desktop App
Dear Product Team,
We would like to formally submit a feature request for RingEX.
Currently, agents using the RingCentral desktop application do not have visibility into the number of callers waiting in the queues to which they are assigned. This limitation impacts operational awareness, staffing responsiveness, and overall service level management.
We request the introduction of a feature that allows agents to view real-time queue statistics, specifically the number of callers waiting per assigned queue. This functionality could be delivered through any of the following options:
A built-in real-time queue display within the RingCentral desktop application (enabled via permission or…
3 votes -
Ability to mask personally identifiable information (PII) in call notes and transcription emails
Ability to mask personally identifiable information (PII) in call notes and transcription emails
Use Case / Business Need:
Need to ensure that sensitive data is protected when call notes and transcriptions are sent via email.Desired Functionality:
Automatic or configurable PII masking in RingEX call notes and transcription emails.Clear instructions or interface within RingEX to enable this functionality.
Impact / Benefit:
Compliance with privacy and data protection requirements.Prevents exposure of sensitive information in emails.
Improves confidence in RingEX for handling sensitive communications.
3 votes -
Bind IP to Emergency Address
Bind IP to Emergency Address
4 votes -
Fix time zone in Call UII and #CALL_DTS# token in RingCX's Recordings Delivery process
The RingCX Recordings Delivery feature allow for the file name to contain token #CALLDTS#, which is "The date and time a call took place". This date/time value is the Eastern Time. Our company is in Central Time zone as specified in the config settings in Ring Central. I understand the #CallDTS# value is taken from the Call UII. Both values should match the time zone specified in the company settings config.
4 votes -
Option for Sharing Call Transcription via Mobile App
No option to share call transcript from the mobile app. only have an option to share for the call notes.
5 votes -
Agent Checker for Call Queue (Email Notification)
Implement an email notification system for the call queue managers to alert them when the number of agents logged in falls below a certain number.
6 votes -
Enhancement to Disposition Category Hierarchy in RingCX–Salesforce Integration
Request to enhance the current disposition framework by enabling a hierarchical selection model where Disposition Categories are selected first, followed by a filtered list of Dispositions within that category during agent call workflows.
Disposition Categories are only selectable after a Disposition is chosen.
Categories exist as an attribute within a disposition rather than acting as a parent hierarchy.
In Salesforce-integrated environments, categories are not clearly surfaced or reportable in call records.
This results in:
Inefficient agent workflows (especially with large disposition lists)
Increased risk of incorrect disposition selection
Limited reporting granularity and usability in both RingCX Analytics and Salesforce2 votes
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