12971 results found

1. Colour options for beer emojis

   Offer different colour options for the beer and beers emojis to ensure that lagers, ales and stouts are appropriately represented

   17 votes

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2. Allow Customizable Callback Request Prompts and In-Queue Callback Audio for Call Queues

   Summary
   Currently, the Call Queue callback feature relies on standard system prompts. We request the ability to customize the Callback Request greeting or embed custom callback triggers directly into standard Call Queue greetings and Music on Hold (MOH).

   Use Case & Business Need
   Multiple customers want to provide a seamless, branded experience while waiting in a Call Queue. They want to inform callers of expected hold times and offer an automated callback option within their custom queue announcements or hold music rather than relying on standard, uneditable system prompts.

   Example Scenario:

   "Thank you for calling [Company Name]. Please hold while we connect you to the next available specialist.

   All of our service specialists are currently assisting other customers. To save time, Press 1 to request an automatic callback. We will hold your spot in line and call you back as soon as an agent is available."

   Proposed Enhancement
   Custom Audio Upload: Allow admins to upload custom .wav or .mp3 audio files specifically for the Callback Request prompt within Call Queue settings.

   Flexible Trigger Settings: Give options to play the callback prompt after a set duration in queue, at recurring intervals, or integrated directly into queue announcements.

   Business Value / Impact
   Improved Customer Experience (CX): Reduces caller fatigue and abandonment rates by offering clear, brand-aligned choices.

   Professional Branding: Ensures standard system voices do not interrupt custom-recorded promotional or informational queue audio.

   Operational Efficiency: Encourages more callers to utilize the queue callback feature, flattening call spikes for agents.

   Summary
   Currently, the Call Queue callback feature relies on standard system prompts. We request the ability to customize the Callback Request greeting or embed custom callback triggers directly into standard Call Queue greetings and Music on Hold (MOH).

   Use Case & Business Need
   Multiple customers want to provide a seamless, branded experience while waiting in a Call Queue. They want to inform callers of expected hold times and offer an automated callback option within their custom queue announcements or hold music rather than relying on standard, uneditable system prompts.

   Example Scenario:

   "Thank you for calling [Company Name]. Please hold while… more

   2 votes

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3. Custom Prefix Labels for Company Phone Numbers

   I would like to suggest adding a feature that allows administrators to assign a short custom prefix (3–4 characters) to each company phone number within the RingCentral admin settings.

   The prefix would appear alongside the phone number for both incoming and outgoing calls, making it easy for employees to identify which company number a customer is calling and which number they are calling from.

   Example

   Instead of displaying only:

   +1 (416) 555-1234

   RingCentral could display:

   TOR | +1 (416) 555-1234

   or

   HAM | +1 (905) 555-5678

   Benefits
   Instantly identify which office or location the customer is calling.
   Easily know which company number will be presented to the customer during outbound calls.
   Reduce confusion for businesses that manage multiple phone numbers.
   Improve efficiency for customer service and dispatch teams.
   Allow businesses to organize numbers by:
   City or office (TOR, HAM, VAN, CAL)
   Department (SAL, SUP, ACC, HR)
   Service type (MOV, STO, DEL)
   Brand or business unit

   The prefix should be configurable by the administrator and displayed anywhere the phone number appears in the RingCentral apps (desktop, mobile, and web), including the internal phone number list, incoming call notifications, call history, and the dialer.

   This would be a simple but valuable enhancement for organizations managing multiple locations, departments, or brands, and would significantly improve usability without changing the actual phone numbers.

   I would like to suggest adding a feature that allows administrators to assign a short custom prefix (3–4 characters) to each company phone number within the RingCentral admin settings.

   The prefix would appear alongside the phone number for both incoming and outgoing calls, making it easy for employees to identify which company number a customer is calling and which number they are calling from.

   Example

   Instead of displaying only:

   +1 (416) 555-1234

   RingCentral could display:

   TOR | +1 (416) 555-1234

   or

   HAM | +1 (905) 555-5678

   Benefits
   Instantly identify which office or location the customer is calling.
   Easily know which… more

   2 votes

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4. Preserve SMART ACR Consent Rules Across Call Park & Retrieve

   🛑 Problem Statement & Admin Portal Gap
   When an automatic call recording rule (SMART ACR) suppresses recording due to two-party consent regulations (e.g., California state law), parking and retrieving the call breaks the consent rule, causing unconsented automatic recording to initiate.

   🔍 Root Cause & Admin Portal Limitation
   Observed Behavior:

   A call connects to a number in a two-party consent state; SMART ACR correctly disables automatic recording.

   The call is placed on a Park Location / Extension.

   Upon retrieving the call, the system initiates a new recording session based on default ACR settings, overriding the original SMART ACR suppression.

   Admin Portal Gap:
   Currently, administrators cannot configure SMART ACR settings for Park Location extensions.

   Navigation Path: Auto Receptionist > General Settings > Main Site > Call Recording > Automatic Call Recording > Extensions to Record

   The Gap: Park Extensions are missing from the "Extensions to Record" list. Because SMART ACR rules cannot be explicitly assigned or applied to Park Extensions, the system fails to maintain two-party consent rules once the call is parked and retrieved.

   💡 Proposed Solution
   Ensure SMART ACR rules either persist across call actions or can be explicitly applied to Park Locations in the Admin Portal:

   Session Context Persistence (Recommended): Update system logic so that parked calls inherit and preserve the original session's SMART ACR policy upon retrieval, preventing unconsented recording regardless of the Park Extension's settings.

   Admin Portal UI Enhancement: Add Call Park Extensions to the list of selectable extensions under Extensions to Record in the SMART ACR settings, allowing admins to explicitly enforce consent policies on parked calls.

   📈 Business & Legal Impact
   Legal Risk: Unintentional recording of calls involving two-party consent jurisdictions creates significant exposure under state privacy laws.

   Compliance Assurance: Prevents accidental, illegal recordings during complex call transfers and parks.

   Admin Control: Gives system administrators full visibility and control over recording policies across all extension types, including Park Locations.

   🛑 Problem Statement & Admin Portal Gap
   When an automatic call recording rule (SMART ACR) suppresses recording due to two-party consent regulations (e.g., California state law), parking and retrieving the call breaks the consent rule, causing unconsented automatic recording to initiate.

   🔍 Root Cause & Admin Portal Limitation
   Observed Behavior:

   A call connects to a number in a two-party consent state; SMART ACR correctly disables automatic recording.

   The call is placed on a Park Location / Extension.

   Upon retrieving the call, the system initiates a new recording session based on default ACR settings, overriding the original SMART ACR suppression.

   Admin… more

   2 votes

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5. It appears that the phones are not receiving the required firmware updates

   It appears that the phones are not receiving the required firmware updates. Based on the information available in the RingCentral portal, these updates should be applied automatically; however, that does not seem to be occurring in our environment.

   3 votes

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6. BLOCK CONTACT

   Be able to block contact in messaging

   14 votes

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7. Ability to adjust the volume call recording prompt recording

   Having an option to adjust the volume of the call recording prompt “This call is being recorded” would be nice, since customers are becoming skeptical of it.

   2 votes

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8. Custom Role (Prevent user to delete a phone number on the account and still have access to phone numbers to edit or reassign to other users)

   Could it be possible to remove the ability to delete phone numbers for all roles except for the Super Admin role?
   We have some custom admin roles for administrators to be able to manage our sites and they have the ability to delete phone numbers which we would like to prevent from happening

   1 vote

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9. Substitute Caller ID owned by Users not only super admin

   Allow all users (not only the super admin) to use verified mobile numbers owned by other users as Substitute Caller IDs for outbound calls.

   4 votes

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10. Call forwarding options

    Your phone options when an extension is dialed and "*" is pressed to access the options after entering extension password, there is no option for "call forwarding" or no DTMF setup for dial to extension and set a call forward extension. This is a poor design and most other platforms like MITEL and CISCO have these simple features. You should add an option not only on the phone, but also in the app. Example scenario: Receptionist has their own extension and monitors another user, or a user manages a reception desk extension. It would be nice if a user could do all forwarding from the RC app (desktop) for multiple extensions. Give a receptionist or a user the option to log into another phone that is online through RC app to make the change, or allow a tunnel of some sort to allow a user to mange multiple extensions, just an an operator would. MITEL has this option. Perhaps you can tie a primary extension to desktop app, and have like "side car" extensions to tie to the main extension, like an "operator license functionality" - like in the contact center days. This is pretty bad that you cannot manage another extension from the app or use DTMF settings on a phone to set call forwarding.

    Your phone options when an extension is dialed and "*" is pressed to access the options after entering extension password, there is no option for "call forwarding" or no DTMF setup for dial to extension and set a call forward extension. This is a poor design and most other platforms like MITEL and CISCO have these simple features. You should add an option not only on the phone, but also in the app. Example scenario: Receptionist has their own extension and monitors another user, or a user manages a reception desk extension. It would be nice if a user could… more

    3 votes

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11. Auto-Purge Schedule for the "Deleted Items" Folder

    Please add a user-level setting that automatically empties the "Deleted Items" folder on a regular schedule (e.g., daily, weekly, or after items have been in the folder for 30 days).

    Currently, when I delete an item (voicemail, fax, or message) within the RingCentral app, it is simply moved to the Deleted Items folder. To permanently purge these files, I am forced to leave the app, log into service.ringcentral.com on a web browser, navigate to my messages, and manually empty the trash.

    Value / Benefit:

    Improves User Experience: Eliminates the redundant step of logging into the web portal just to permanently delete trash.

    Saves Time: Allows users to fully manage their inbox cleanup directly from the app without breaking workflow.

    Storage Management: Helps keep account data and storage clean automatically.

    Please add a user-level setting that automatically empties the "Deleted Items" folder on a regular schedule (e.g., daily, weekly, or after items have been in the folder for 30 days).

    Currently, when I delete an item (voicemail, fax, or message) within the RingCentral app, it is simply moved to the Deleted Items folder. To permanently purge these files, I am forced to leave the app, log into service.ringcentral.com on a web browser, navigate to my messages, and manually empty the trash.

    Value / Benefit:

    Improves User Experience: Eliminates the redundant step of logging into the web portal just to permanently… more

    2 votes

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12. 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.

    4 votes

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13. "Mute All" Control for Hosts and Moderators of Conference Calls/ Video Meetings

    The requested "Mute All" functionality will provide hosts and moderators with a decisive tool to manage large-group acoustics. This feature will allow the session lead to silence every participant microphone simultaneously, ensuring that the transition into the formal discussion is instantaneous and professional.

    By implementing this global command, the platform will effectively shield presenters from the distractions of unmuted lines and unpredictable background noise. It will serve as an essential moderation layer, allowing the host to command the floor without the manual overhead of auditing the entire participant list for "noisy" connections.

    How It Will Enhance the User Experience
    One-Click Quiet: The moderator will be able to clear the audio channel of all cross-talk and ambient noise with a single action.

    Optimized Session Flow: The feature will allow for a seamless shift from an open "meet and greet" to a focused presentation mode.

    Granular Override: Following the "Mute All" command, the host will retain the ability to specifically unmute key collaborators or open the floor for Q&A at their discretion.

    Distraction Prevention: It will eliminate the need for verbal requests for users to "please mute your lines," keeping the meeting's momentum on track.

    The requested "Mute All" functionality will provide hosts and moderators with a decisive tool to manage large-group acoustics. This feature will allow the session lead to silence every participant microphone simultaneously, ensuring that the transition into the formal discussion is instantaneous and professional.

    By implementing this global command, the platform will effectively shield presenters from the distractions of unmuted lines and unpredictable background noise. It will serve as an essential moderation layer, allowing the host to command the floor without the manual overhead of auditing the entire participant list for "noisy" connections.

    How It Will Enhance the User Experience
    One-Click… more

    4 votes

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14. Enable Video Calling Transfer option on VVX 661 to another VVX 661

    I am using a desk phone with a connected camera and need to transfer video calls to another Poly VVX 661 device. However, when the call is transferred, only the audio is successfully transferred while the video is not carried over to the receiving device.

    6 votes

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15. Caller ID for Call Queue non members

    Ability to use the call queue number as the caller ID for the users that is not part of the queue

    12 votes

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16. Independent Fax Routing for Main Company Number

    Subject: Request for independent Fax/Voice routing logic on Main Company Numbers

    Description:
    Currently, when a custom call forwarding rule is applied to the Main Company Number (e.g., forwarding all voice traffic to a 3rd-party call center or external answering service), it often disrupts or breaks the fax routing protocol. This creates a conflict where faxes are either rejected or incorrectly forwarded as voice calls to the external destination.

    Proposed Feature/Functionality:
    I am requesting a "Split Routing" enhancement for the Main Company Number that allows for the following:
    Voice-Only Forwarding: The ability to apply custom rules/forwarding to 3rd-party numbers that only trigger for voice calls.
    Dedicated Fax Path: A logic override that ensures any incoming fax signal is automatically identified and routed to the RingCentral Fax recipient/inbox, bypassing any external voice forwarding rules.
    Conflict Prevention: Improved separation in the backend UI to ensure that "Call Handling" rules do not inadvertently "hijack" the Fax signal on a shared Voice/Fax number.

    Business Use Case:
    Law firms and medical offices (like Crown & Stone Law, P.C.) frequently use a single "Main Number" for both voice and fax. When they hire an external answering service, they need to forward their calls without losing their ability to receive faxes on that same advertised number.

    Subject: Request for independent Fax/Voice routing logic on Main Company Numbers

    Description:
    Currently, when a custom call forwarding rule is applied to the Main Company Number (e.g., forwarding all voice traffic to a 3rd-party call center or external answering service), it often disrupts or breaks the fax routing protocol. This creates a conflict where faxes are either rejected or incorrectly forwarded as voice calls to the external destination.

    Proposed Feature/Functionality:
    I am requesting a "Split Routing" enhancement for the Main Company Number that allows for the following:
    Voice-Only Forwarding: The ability to apply custom rules/forwarding to 3rd-party numbers that only… more

    4 votes

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17. the ability of the SMS Recipient to receive email notification if someone send a text message to the main line

    the ability of the SMS Recipient to receive email notification if someone send a text message to the main line

    4 votes

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18. Comprehensive Phone Number & IVR Routing Report in Analytics

    Problem:
    Right now, there’s no quick way to audit where all our phone numbers (DIDs) actually route. Admins have to click into every single number or Auto-Receptionist individually to see if it leads to a User, Call Queue, Shared Line, or nested IVR menu. During audits, line changes, or troubleshooting, this manual process takes hours and creates huge risks of missed calls or dead ends.

    Proposed Solution:
    Add a centralized, exportable Phone Number Routing Report under RingCentral Analytics (or Company Numbers) that displays:

    Phone Number & Label: The dialed DID or Toll-Free number.

    Primary Endpoint Type & Name: Direct view of whether it routes to a User, Call Queue, Shared Line Group, or Auto-Receptionist / IVR.

    Multi-Level IVR Mapping: Downstream visibility showing key-press paths and child IVR menus tied to specific entry numbers.

    Filters & Export: Ability to filter by Site or Target Type and export the full routing matrix to CSV/Excel.

    Why it Matters:
    This will save admins hours of manual overhead, eliminate dead-end routes during system updates, and provide a clear governance audit trail for complex call flows.

    Problem:
    Right now, there’s no quick way to audit where all our phone numbers (DIDs) actually route. Admins have to click into every single number or Auto-Receptionist individually to see if it leads to a User, Call Queue, Shared Line, or nested IVR menu. During audits, line changes, or troubleshooting, this manual process takes hours and creates huge risks of missed calls or dead ends.

    Proposed Solution:
    Add a centralized, exportable Phone Number Routing Report under RingCentral Analytics (or Company Numbers) that displays:

    Phone Number & Label: The dialed DID or Toll-Free number.

    Primary Endpoint Type & Name: Direct view… more

    2 votes

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19. Allow a Site Number to be used for group SMS, with a setting to specify a Call Queue to handle calls and SMS for that Site Number

    Currently to use the new group SMS features, you need to assign your customer-facing number to a Call Queue and the members of that Call Queue can send and receive texts from that group number. I want to be able to keep that number as a Site Number, and then just assign the Call Queue to that Site as a setting and have it behave the same way for group SMS. This allows the Site Number to be used for outbound caller ID for users that are not part of the Call Queue for SMS purposes. Currently there is no way to use the same customer-facing number for outbound caller ID for one group of employees, and for group SMS for a different group of employees.

    Currently to use the new group SMS features, you need to assign your customer-facing number to a Call Queue and the members of that Call Queue can send and receive texts from that group number. I want to be able to keep that number as a Site Number, and then just assign the Call Queue to that Site as a setting and have it behave the same way for group SMS. This allows the Site Number to be used for outbound caller ID for users that are not part of the Call Queue for SMS purposes. Currently there is no… more

    4 votes

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20. Outbound call wrap-up settings for RingEX

    Outbound call wrap-up settings for RingEX. We would like to configure an outbound call wrap-up time setting so that our agents are automatically put on DND after they finish a call. This is similar to the call queue "After call wrap up time" but we want to configure it for agents making outbound calls.

    2 votes

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