13285 results found

1. Call Recording - Ability to be Paused by Caller(external)

   The client would like to have an option wherein when a caller / called party (external) has the ability to pause the call recording by pressing *9 or other function.

   7 votes

   Vote Vote Vote Vote

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Vote

   We’ll send you updates on this idea

   New  ·  0 comments  ·  General Phone  ·  Delete…  ·  Admin →
   How important is this to you?

   Not at all You must login first! Important You must login first! Critical You must login first!

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Submit Rating

2. Enable capturing IVR options from a caller so this info is auto added at the start of a call recording

   Enable capturing the IVR options from a caller so this info is auto added at the start of a call recording and can be reported on when the call is transcribed. For example, a caller calls and is immediately prompted to identify the intended staff member they would like to speak to, asks the caller to state their name, then prompts the caller to state which client they are calling about, and then it prompts the reason for the call. So when a call is saved and transcribed, these 4 pieces of important information are always at the start of each call.

   Enable capturing the IVR options from a caller so this info is auto added at the start of a call recording and can be reported on when the call is transcribed. For example, a caller calls and is immediately prompted to identify the intended staff member they would like to speak to, asks the caller to state their name, then prompts the caller to state which client they are calling about, and then it prompts the reason for the call. So when a call is saved and transcribed, these 4 pieces of important information are always at the start of… more

   1 vote

   Vote Vote Vote Vote

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Vote

   We’ll send you updates on this idea

   New  ·  0 comments  ·  IVR and call handling  ·  Edit…  ·  Delete…  ·  Admin →
   How important is this to you?

   Not at all You must login first! Important You must login first! Critical You must login first!

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Submit Rating

3. BT Feature Request: Distinguish Internal and External Calls on a Single Base/Line

   Request Summary
   The customer has a single base and a single line and would like the ability to distinguish between internal and external calls so that specific handsets can be configured to ring depending on the type of incoming call.

   Current Behaviour
   With only one base and one line, incoming calls are presented to the handsets without the ability to differentiate whether the call originated internally or externally.

   As a result, all relevant handsets may ring regardless of the call type.

   Requested Functionality
   Introduce functionality that allows the system to identify whether an incoming call is:

   Internal – originating from another Cloud Work user/extension.
   External – originating from an external telephone number.
   The customer would then be able to configure which handsets should ring for each call type.

   Example Use Case
   The customer has multiple handsets associated with a single base/line:

   Handset A and B → Ring for external calls.
   Handset C → Ring for internal calls only.
   Alternatively, the customer should be able to configure different handset combinations depending on their requirements.

   Business Benefit
   This functionality would provide customers with greater flexibility when managing calls on a shared base and line. It would allow users to immediately identify and handle internal and external calls appropriately, without requiring additional lines, bases, or separate numbers.

   Requested Outcome
   Provide a configurable option within BT Cloud Work to route or alert specific handsets based on whether the incoming call is internal or external, while continuing to operate using a single base and line.

   Request Summary
   The customer has a single base and a single line and would like the ability to distinguish between internal and external calls so that specific handsets can be configured to ring depending on the type of incoming call.

   Current Behaviour
   With only one base and one line, incoming calls are presented to the handsets without the ability to differentiate whether the call originated internally or externally.

   As a result, all relevant handsets may ring regardless of the call type.

   Requested Functionality
   Introduce functionality that allows the system to identify whether an incoming call is:

   Internal – originating from… more

   2 votes

   Vote Vote Vote Vote

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Vote

   We’ll send you updates on this idea

   New  ·  0 comments  ·  Hardware  ·  Delete…  ·  Admin →
   How important is this to you?

   Not at all You must login first! Important You must login first! Critical You must login first!

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Submit Rating

4. log in and out report

   Ability to report when someone logs into RingEX and when they log off from RingEX for the day. Ability to provide a report on how long they were available opposed to away, invisible, or off.

   3 votes

   Vote Vote Vote Vote

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Vote

   We’ll send you updates on this idea

   New  ·  0 comments  ·  Call Queues  ·  Delete…  ·  Admin →
   How important is this to you?

   Not at all You must login first! Important You must login first! Critical You must login first!

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Submit Rating

5. Allow Multiple IdP Configuration for SSO (Simultaneous Microsoft & Google Auth)

   The customer is requesting the ability to configure and enable multiple Single Sign-On (SSO) Identity Providers (IdPs) simultaneously within a single RingCentral account.

   Currently, the Admin Portal only allows for one active SSO configuration (e.g., exclusively Microsoft Entra ID or exclusively Google Workspace). This customer requires a hybrid environment where some users authenticate via Microsoft and others via Google, without needing to force all users into a single identity ecosystem or use a third-party broker like Okta.

   Functional Requirement:

   Add the ability to upload metadata for multiple IdPs in the "SSO Configuration" section.

   Allow the login page to route users to the correct IdP based on their email domain or provide a "Sign in with..." selection screen.

   Business Impact: This would greatly assist organizations undergoing mergers/acquisitions or those operating in hybrid IT environments, reducing the friction of consolidating all users into a single directory before deploying RingCentral.

   The customer is requesting the ability to configure and enable multiple Single Sign-On (SSO) Identity Providers (IdPs) simultaneously within a single RingCentral account.

   Currently, the Admin Portal only allows for one active SSO configuration (e.g., exclusively Microsoft Entra ID or exclusively Google Workspace). This customer requires a hybrid environment where some users authenticate via Microsoft and others via Google, without needing to force all users into a single identity ecosystem or use a third-party broker like Okta.

   Functional Requirement:

   Add the ability to upload metadata for multiple IdPs in the "SSO Configuration" section.

   Allow the login page to route users… more

   9 votes

   Vote Vote Vote Vote

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Vote

   We’ll send you updates on this idea

   New  ·  0 comments  ·  Admin Portal  ·  Delete…  ·  Admin →
   How important is this to you?

   Not at all You must login first! Important You must login first! Critical You must login first!

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Submit Rating

6. Hide the call queue name from call queue members' view
   4 votes

   Vote Vote Vote Vote

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Vote

   We’ll send you updates on this idea

   New  ·  0 comments  ·  Admin Portal  ·  Delete…  ·  Admin →
   How important is this to you?

   Not at all You must login first! Important You must login first! Critical You must login first!

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Submit Rating

7. Custom Call Park Number Assignment

   Issue Summary:
   The customer is requesting the ability to assign a fixed and consistent call park number for their organization instead of using the system-generated range.

   Current System Behavior:
   The RingCentral system automatically assigns call park locations within the range *801 to *899. When a call is parked, the system dynamically allocates an available park slot within this range.

   Customer Request:
   The customer would like to configure a single, consistent park location (e.g., *801 only) that users can always use when parking calls. Their goal is to standardize the process so that:

   All parked calls use the same park code (e.g., *801)
   Users retrieving calls do not need to remember multiple park locations
   The process is simplified and consistent across the organization

   Business Impact:
   Customer reports confusion among users due to multiple park locations being assigned, leading to inefficiency when retrieving parked calls.

   Request Type:
   Feature/configuration request – custom fixed call park extension assignment.

   Issue Summary:
   The customer is requesting the ability to assign a fixed and consistent call park number for their organization instead of using the system-generated range.

   Current System Behavior:
   The RingCentral system automatically assigns call park locations within the range *801 to *899. When a call is parked, the system dynamically allocates an available park slot within this range.

   Customer Request:
   The customer would like to configure a single, consistent park location (e.g., *801 only) that users can always use when parking calls. Their goal is to standardize the process so that:

   All parked calls use the same park code… more

   5 votes

   Vote Vote Vote Vote

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Vote

   We’ll send you updates on this idea

   New  ·  0 comments  ·  General Phone  ·  Delete…  ·  Admin →
   How important is this to you?

   Not at all You must login first! Important You must login first! Critical You must login first!

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Submit Rating

8. AVA availability on the RingCentral App

   As of now AVA is yet not available for everyone and
   they said it is on Beta, but AVA is very useful and we really needed it to be added to our account

   1 vote

   Vote Vote Vote Vote

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Vote

   We’ll send you updates on this idea

   New  ·  0 comments  ·  Application  ·  Edit…  ·  Delete…  ·  Admin →
   How important is this to you?

   Not at all You must login first! Important You must login first! Critical You must login first!

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Submit Rating

9. Add customizable inline badges (location, local working hours, team, and role) beside sender names to give instant operational context

   Feature Request: Contextual Inline Identity Badges (Location, Working Hours, Team & Role)

   Summary
   Enable customizable, compact inline metadata pills/badges directly alongside user display names in message headers (building upon the current basic flag/city indicators). This allows team members to instantly understand who they are communicating with, their operational hours translated to the reader’s local time, and their organizational context without hovering, opening profile cards, or context switching.

   The Problem & Value Proposition
   Cognitive Overhead & Context Loss: In distributed, cross-functional organizations, users frequently collaborate with teammates across different geographies and departments. Remembering everyone's location, time zone, department, and seniority level is mentally taxing.

   Friction in Async Collaboration: Determining whether a coworker is currently working requires clicking their avatar, inspecting their profile, and mentally calculating time zone offsets. This micro-friction often leads to delayed urgent requests or inappropriate out-of-hours pings.

   Organizational Blind Spots: In large channels (e.g., incident response, announcements, or company-wide help desks), readers often lack context on whether a poster is a triage engineer, a decision-maker (director/VP), or an external stakeholder, leading to unnecessary back-and-forth clarification.

   Primary Value:
   Presents crucial operational context at the point of consumption, saving time, reducing cognitive strain, and streamlining asynchronous handoffs.

   Proposed Feature Details

   Visual Format (Inline Header):

   [Avatar] John Smith 🇪🇸 Valencia · [Working: until 5 PM (2h left)] · [Core Backend] · [Staff Engineer]

   Location: Country flag + optional city name (e.g., 🇪🇸 Valencia).

   Dynamic Working Hours: Automatically translated to the viewer’s time zone (e.g., Active · ends 5:00 PM or Off-hours · starts tomorrow 9:00 AM).

   Team / Department Badge: Highlighting primary ownership (e.g., Core Platform, Design Ops).

   Role / Seniority Tag: Functional title or level (e.g., EM, Security Lead, Staff Eng).

   Data Ownership & Governance Model

   To prevent visual clutter while ensuring compliance and utility, configuration should operate across three tiers:

   1. Global / Admin Level (Controlled by Workspace Admins)
      • Sync core role, title, and department directly from HRIS/IdP systems (e.g., Okta, Workday, Google Workspace) to maintain a single source of truth.
      • Set org-wide default visibility settings and allowable badge fields.
   2. Channel Level (Controlled by Channel Owners / Admins)
      • Define required or hidden metadata pills per channel type. Example: An incident management channel can mandate "Role" and "Timezone/Working Hours," whereas a social channel can hide roles to minimize clutter.
   3. User Level (Controlled by Individual Users)
      • Set working hours and scheduling preferences.
      • Control privacy settings (e.g., toggle between country flag only vs. city-level precision).
      • Select primary display team/project for cross-functional staff.

   UX & Display Considerations
   Progressive Disclosure: On narrow screens or dense view modes, show an abbreviated chip (e.g., 🇪🇸 · Platform · 🟢) that expands on hover.

   Visual Hierarchy: Use muted, secondary text styling or subtle pill containers to ensure the message body and sender's name remain the primary focal points.

   Thread Consistency: Allow the full badge to display on the root message, with a more compact treatment on subsequent replies within the same thread to conserve vertical space.

   Feature Request: Contextual Inline Identity Badges (Location, Working Hours, Team & Role)

   Summary
   Enable customizable, compact inline metadata pills/badges directly alongside user display names in message headers (building upon the current basic flag/city indicators). This allows team members to instantly understand who they are communicating with, their operational hours translated to the reader’s local time, and their organizational context without hovering, opening profile cards, or context switching.

   The Problem & Value Proposition
   Cognitive Overhead & Context Loss: In distributed, cross-functional organizations, users frequently collaborate with teammates across different geographies and departments. Remembering everyone's location, time zone, department, and seniority level… more

   1 vote

   Vote Vote Vote Vote

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Vote

   We’ll send you updates on this idea

   New  ·  0 comments  ·  Team Messaging  ·  Edit…  ·  Delete…  ·  Admin →
   How important is this to you?

   Not at all You must login first! Important You must login first! Critical You must login first!

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Submit Rating

10. Support wideband (HD Voice) audio for custom hold music playback

    Currently, custom hold music uploads are limited to 8kHz mono (PCM 16-bit or G.711a WAV, or MP3), per RingCentral's documentation. This is narrowband, telephone-quality audio, noticeably lower fidelity than the HD Voice codecs (G.722, Opus) RingCentral already uses for live call audio on supported devices and plans.

    I've noticed a clear quality gap: hold music on RingCentral calls sounds significantly worse than hold music I've encountered on calls with other providers, which appear to use wideband audio.

    Feature request: allow hold music to be transmitted using the same wideband codecs (G.722/Opus) already supported for live voice, when the call and endpoint support it, rather than always downsampling custom hold music to narrowband G.711. This would let hold music match the audio quality callers already experience during the rest of the call on HD Voice-enabled calls, and would meaningfully improve caller experience and brand perception for businesses using custom hold music.

    Currently, custom hold music uploads are limited to 8kHz mono (PCM 16-bit or G.711a WAV, or MP3), per RingCentral's documentation. This is narrowband, telephone-quality audio, noticeably lower fidelity than the HD Voice codecs (G.722, Opus) RingCentral already uses for live call audio on supported devices and plans.

    I've noticed a clear quality gap: hold music on RingCentral calls sounds significantly worse than hold music I've encountered on calls with other providers, which appear to use wideband audio.

    Feature request: allow hold music to be transmitted using the same wideband codecs (G.722/Opus) already supported for live voice, when the call and… more

    2 votes

    Vote Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    New  ·  0 comments  ·  IVR and call handling  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating

11. I would like the capability of forwarding incoming faxes to my desktop folder.

    I need all my incoming faxes to directly import to my desktop in a file folder so that my software can pick it up and upload it.

    14 votes

    Vote Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    New  ·  2 comments  ·  Fax  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating

12. Shorten the voicemail duration a caller can record

    We have contacted support to inquire about voicemail, our expectation is the voicemail message a caller can record the message is 3 minutes however we are getting 20 minute voicemail recordings in our logs, we have connected to support to see if there is a way to shorten the recording time for VM however I was informed that there is no way to do that, it would be better if there is an option in the online account where we can shorten this

    23 votes

    Vote Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    New  ·  8 comments  ·  Admin Portal  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating

13. Add coworker to ring settings

    Ability to separate RingCentral apps and deskphone when adding number or coworker to a user extension's ring settings. Currently, we can only add coworker without option to select devices (apps or devices).

    4 votes

    Vote Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    New  ·  0 comments  ·  Admin Portal  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating

14. Allow the system to recognize dial pad presses for active calls in Park Locations.

    Callers should be able to press a predefined number on their phone (like '99') or dial a specific extension to seamlessly route themselves out of the Park Location and into a designated Message-Only extension or Voicemail box.

    1 vote

    Vote Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    New  ·  0 comments  ·  General Phone  ·  Edit…  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating

15. CRM whisper for IVR

    Add an option or setting in RingCentral to defer or delay the platform’s answer to an inbound call until the agent or endpoint actually answers.
    This would ensure that any IVR “whisper” or pre-connection message is heard in full by the agent, not played before the agent picks up.

    1 vote

    Vote Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    New  ·  0 comments  ·  Admin Portal  ·  Edit…  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating

16. AI tracker

    Currently, AI Trackers trigger immediate visual alerts in the RingCX Supervisor Console under the Interactions view. These alerts appear dynamically based on how the tracker category is configured — for example, displaying an "Unresolved Issues" alert as a red visual tag.

    The request is to support proactive notifications for supervisors, such as pop-ups, toasts, browser notifications, sounds, desktop alerts, or similar. This would allow admins to multitask without having to keep an eye on the Supervisor Console at all times.

    1 vote

    Vote Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    New  ·  0 comments  ·  Other  ·  Edit…  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating

17. Disable Keypad Dialing Tone

    Add setting to disable Keypad Dialing Tone. Does not use the same phone setting on Android.

    1 vote

    Vote Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    New  ·  0 comments  ·  General Phone  ·  Edit…  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating

18. Separate enablement of SMS and MMS

    Separate enablement of SMS and MMS. have the ability to disable or enable SMS and MMS separately especially for those company who want to restrict users from sending MM but only SMS

    1 vote

    Vote Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    New  ·  0 comments  ·  SMS/Text  ·  Edit…  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating

19. Route After-Hours Call Queue Requested Callbacks to IVR

    Allow callbacks requested from a call queue to route to a designated After-Hours IVR menu if the callback is initiated or completed outside of normal business hours.

    2 votes

    Vote Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    New  ·  0 comments  ·  Admin Portal  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating

20. Enable Live Closed Captions for Phone Calls Without AI Features

    Short Description:
    Request the ability to enable real-time closed captions for RingCentral desktop phone calls independently of AI features such as Automatic Call Notes or Call Transcription.

    Closed captioning is an important accessibility feature for users who are deaf or hard of hearing. Organizations should be able to provide live captions to these users without requiring them to enable broader AI functionality that may not be approved by their organization.

    Ideally, administrators should have a separate setting or entitlement for Live Closed Captions that can be enabled per user or account without enabling AI call notes, summaries, or other AI features.

    Business/Accessibility Use Case:
    An employee with hearing loss needs real-time captions during standard desktop phone calls, but the organization has not approved AI features for general staff. Separating closed captioning from AI functionality would allow the organization to provide the necessary accessibility accommodation without enabling unrelated AI capabilities.

    For Ideas, I particularly like “Enable Live Closed Captions for Phone Calls Without AI Features” because the title immediately communicates both the requested capability and the current limitation.

    Short Description:
    Request the ability to enable real-time closed captions for RingCentral desktop phone calls independently of AI features such as Automatic Call Notes or Call Transcription.

    Closed captioning is an important accessibility feature for users who are deaf or hard of hearing. Organizations should be able to provide live captions to these users without requiring them to enable broader AI functionality that may not be approved by their organization.

    Ideally, administrators should have a separate setting or entitlement for Live Closed Captions that can be enabled per user or account without enabling AI call notes, summaries, or other AI… more

    2 votes

    Vote Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    New  ·  0 comments  ·  Application  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating