12971 results found
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Ability to transfer incoming calls from call queue
incoming calls palang yung hindi pa nasasagot/ cannot be sa call queue pwede sa direct extension calls pero cannot sa call queue
2 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 -
Increase Retention Period for Shared Inbox
The current retention period for SMS in the shared inbox is set to 90 days. We would like to request an extension of this period to better accommodate our customers' needs, allowing for a longer retention duration.
If possible, align this with the regular SMS Retention policy.
4 votes -
Retrieve Call Recording When Smart ACR Is Enabled
Ability to retrieve call recordings for all calls even when Smart ACR is enabled for an extension. The customer would like to have the option to access the call recordings regardless of the Smart ACR setting.
12 votes -
Calling ID or Report ID Report
The customer is looking for a way to check the Calling ID or the Recording ID of the calls for their account that should be visible on call logs feature or on Analytic Report
1 vote -
Internet Failover Registration Time (Poly E320)
Customer is testing Poly E320 phones and reported that during an internet failure and switch to failover connection, the device takes approximately 3 minutes to re-register and return online.
Customer is requesting an improvement to reduce the re-registration time during failover events to minimize downtime and improve service continuity.
2 votes -
Bulk CSV Upload for Unique Remote User ERLs
The Problem
Administrators with highly remote workforces (95%+ WFH) cannot efficiently bulk-update unique home addresses for Emergency Response Locations (ERLs).User Templates fail because they apply one shared address to many users.
Nomadic 911 fails because residential networks lack corporate corporate Access Points/IP maps.
Currently, admins must manually enter addresses one by one or write custom API scripts, creating compliance bottlenecks and liability risks.
The Solution
Introduce a native CSV Import Tool in the Admin Portal specifically for user ERLs.User Story: As an Admin, I want to upload a CSV mapping unique home addresses to specific User IDs so…
2 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 -
1 vote
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Silence calls
In the iPhone app, incoming calls cannot be silenced. They keep ringing until answered or transferred to voicemail. I need to be able to silence the calls when in a meeting or working on another task.
2 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 -
create a call queue without a manager
Hi Team,
I am writing on behalf of our client regarding a call queue configuration requirement.
The client would like to create a Call Queue without assigning a manager. However, we found that when using the Assisted Setup, selecting a manager is currently required before the Call Queue can be created.
Would you please consider making the manager assignment optional when creating a Call Queue? This would provide greater flexibility for customers who do not require a dedicated manager for their queue.
We appreciate your consideration of this feature request and look forward to your feedback.
Regards,
Ramilito Carillo
Technical…1 vote -
OTP FOR PURCHASE
Request to implement an OTP verification step when purchasing devices through the Admin Portal, as an added security measure to prevent unauthorized charges and ensure proper authorization for all device purchases.
2 votes -
Ring Type Settings for Call Queue Members
Feature Request:
Ability to set the Ring type of Call queue membersDescription: Add the ability to set the ring type to "Silent" for individual call queue members. This allows each member to choose whether their desk phone rings audibly or only flashes/blinks during an incoming call queue routing.
Business impact: Front-line staff can handle in-person clients professionally without a background chorus of ringing phones. They can discretely monitor the queue via visual blinks and pick up calls only when free, maintaining a premium, undistracted experience for the customer standing right in front of them.
2 votes -
Allow Users to View All Agent Scores in “Top Agents for Topics”
Currently, the “Top Agents for Topics” section only displays the top 5 agents. Add an option to expand the section and view all agents and their scores, rather than being limited to the top 5.
1 vote -
WPA3 Support
Ability for RC to support WPA3 on software & hardware.
1 vote -
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
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