11248 results found

1. Remove Extensions from Dial-by-extension

   Currently, user extensions can only be removed from the dial by name directory, and they can't be removed from the dial by extension interface.

   The goal here would be to implement a similar feature to the dial by name exclusions, which allows extensions to be excluded from the dial by extension interface.

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2. removal of the “Delete” option from the app for delegated users—even if it is currently grayed out

   We would like to request the complete removal of the “Delete” option in the app for delegated users who have been assigned a task via the RingCentral app—even if the option is currently grayed out—to avoid confusion and prevent potential issues.

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3. Ability to record calls using Mitel recording or other 3rd party platforms

   Ability to record calls using Mitel recording or other 3rd party platforms

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4. Show incoming calls while on the phone

   We need to be able to see the incoming calls while we are on the phone. We also need to be able to see any calls we missed while on the phone, and who answered the call (if anyone answered), or if the entire team missed, so that we know who has been serviced and who needs to be called back.

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5. Ability to route the call to the call queue member who has answered the fewest calls.

   Ability to route the call to the call queue member who has answered the fewest calls.

   For example: If agents 1, 2, and 3 are part of the call queue, and agents 2 and 3 have answered 5 calls each while agent 1 has only answered 2 calls, the next call should be forwarded to agent 1 regardless of whether agent 2 or 3 has more idle time.

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6. HD Voice compatibility for Yealink W76P

   Enhanced feature to mitigate HD voice feature on Yealink W76P devices without affecting compatibility and call quality

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7. 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
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8. Improve Handling of Multiple Incoming Calls to Reduce Disruption

   Description of the Idea:
   Managing multiple incoming calls currently presents challenges for users, especially when already engaged on a call. The application automatically brings a new incoming call to the foreground and plays continuous audio notifications, which can be intrusive and disruptive.

   Problem Statement:

   • Users have a limited time window to handle the incoming call before the UI forcibly shifts focus.
   • Ongoing call-related actions or tasks may be lost or interrupted due to forced UI changes.
   • Continuous audio notifications during an active call can be overly intrusive, affecting call quality and user focus.

   Suggested Improvements:

   • When a user switches back to their current active call after viewing the new incoming call, the system should not automatically bring the new incoming call back to the foreground after 30 seconds.
   • When a user manually switches between calls, this should be taken as confirmation that the user is aware of the new call, so continuous audio notifications should be suppressed or minimized.

   Use Case Example:

   • A user on an active call receives a second incoming call.
   • The incoming call pops to the front and starts a continuous ring.
   • The user switches back to the first call to finish an important task.
   • Currently, after 30 seconds, the incoming call forcibly returns to the front and rings continuously, disrupting the active call.
   • With the proposed improvement, the user’s choice to remain on the first call would be respected, minimizing disruption.

   Benefits:

   • Enables users to complete ongoing tasks or conversations without forced UI interruptions.
   • Reduces stress and cognitive load caused by intrusive notifications.
   • Improves the overall user experience during multitasking scenarios in high call volume environments.

   Priority:
   Medium, but impactful for user productivity and call quality — implementation should be considered ASAP to enhance usability.

   Conclusion:
   Refining the handling of multiple incoming calls by respecting user call focus and minimizing intrusive audio notifications will greatly improve call handling fluidity and user satisfaction.

   Description of the Idea:
   Managing multiple incoming calls currently presents challenges for users, especially when already engaged on a call. The application automatically brings a new incoming call to the foreground and plays continuous audio notifications, which can be intrusive and disruptive.

   Problem Statement:

   • Users have a limited time window to handle the incoming call before the UI forcibly shifts focus.
   • Ongoing call-related actions or tasks may be lost or interrupted due to forced UI changes.
   • Continuous audio notifications during an active call can be overly intrusive, affecting call quality and user focus.

   Suggested Improvements:

   • When a user switches back… more
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9. Display the Name or Label Associated with a Number During User Creation

   Description of the Idea:
   When assigning a phone number during user creation, RingCentral currently shows only the phone number itself, with no label or name indicating its current usage or purpose. This can lead to accidental assignment of numbers that are already in use for redirects, call queues, auto-receptionists, or external routing, potentially disrupting existing call flows.

   Problem Statement:
   - Admins cannot easily distinguish between numbers that are reserved, actively used, or intended for specific services.
   - As a result, it's possible to mistakenly assign a number used for redirection to a new user.
   - This introduces unexpected behavior and can break existing call routing configurations without warning.

   Suggested Improvement:
   - When selecting a phone number during user creation (in the Admin Portal or via API), display the associated name/label next to the number.
   - If the number is assigned to a queue, receptionist, or external rule, display that context as well (e.g., "Support Queue Redirect", "Sales IVR Entry", "Marketing Campaign").

   Use Case Example:
   - An admin sees number +1 (555) 123-4567 in the available list.
   - It’s currently used to redirect calls to a Call Queue for the support team.
   - With no label shown, the admin mistakenly assigns it to a new user.
   - Support calls are now misrouted, causing confusion and service disruption.

   Expected Behavior:

   • Display: +1 (555) 123-4567 – [Support Queue Redirect]
   • Or: +1 (555) 123-4567 – [Marketing IVR Inbound]
   • Include this in both the Admin UI dropdowns and API metadata responses.
   • Include this in both the Admin UI dropdowns and API metadata responses.

   Benefits:

   • Prevents accidental number reassignment
   • Protects existing routing configurations
   • Saves time troubleshooting post-deployment issues
   • Improves administrative visibility and clarity
   • Supports error-free user provisioning

   Priority:
   - Medium, with high operational impact — ideally implemented ASAP to improve provisioning accuracy.

   Conclusion:
   Displaying the label or assigned purpose of phone numbers during user creation will prevent configuration mistakes, enhance visibility, and reduce risks of disrupting critical call flows.

   Let me know if you'd like to provide real-world impact scenarios or admin interface mockups to support this feature request.

   Description of the Idea:
   When assigning a phone number during user creation, RingCentral currently shows only the phone number itself, with no label or name indicating its current usage or purpose. This can lead to accidental assignment of numbers that are already in use for redirects, call queues, auto-receptionists, or external routing, potentially disrupting existing call flows.

   Problem Statement:
   - Admins cannot easily distinguish between numbers that are reserved, actively used, or intended for specific services.
   - As a result, it's possible to mistakenly assign a number used for redirection to a new user.
   - This introduces unexpected behavior and… more

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10. Enable Assignment of Site-Associated Numbers When Creating a User on That Site

    Description of the Idea:
    When creating a new user within a specific site, administrators should be able to assign a phone number associated with that site. Currently, only company-level (main account) numbers are available in the number selection list, even if the site has its own pool of numbers.

    Problem Statement:

    • This behavior limits proper resource segregation by site.
    • It results in manual workarounds (e.g., creating the user first, then reassigning the number manually later).
    • It contradicts the site-based organizational model and reduces the benefits of multi-site configuration.

    Suggested Improvement:

    • When creating or assigning a user within a given site, the system should make available all numbers currently associated with that site in the number selection list.
    • This ensures proper site-to-number alignment at the time of user provisioning.

    Use Case Example:

    • Site “Berlin Office” has 10 phone numbers assigned.
    • An admin wants to create a new user under the Berlin site.
    • Expected behavior: the admin can select one of the Berlin-assigned numbers.
    • Current behavior: only main company numbers are available during user creation, despite Berlin's own number pool.

    Implementation Suggestion:

    • In the user creation form/API, filter or extend the number list to include site-assigned numbers based on the selected site.
    • Ensure this behavior is consistent in both Admin Portal UI and developer APIs.

    Benefits:

    • Promotes clean and logical separation of resources per site
    • Saves time and reduces post-creation adjustments
    • Supports scalable, decentralized administration
    • Aligns with the multi-site architecture intent of RingCentral deployments

    Priority:
    Medium, but critical for organizations with multi-site operations — should be addressed ASAP to support clean provisioning flows.

    Conclusion:
    Allowing access to site-assigned numbers during user creation will significantly improve administrative workflows, enhance consistency, and make full use of RingCentral’s multi-site capabilities.

    Let me know if you’d like supporting examples, UI suggestions, or expected API behavior for this use case.

    Description of the Idea:
    When creating a new user within a specific site, administrators should be able to assign a phone number associated with that site. Currently, only company-level (main account) numbers are available in the number selection list, even if the site has its own pool of numbers.

    Problem Statement:

    • This behavior limits proper resource segregation by site.
    • It results in manual workarounds (e.g., creating the user first, then reassigning the number manually later).
    • It contradicts the site-based organizational model and reduces the benefits of multi-site configuration.

    Suggested Improvement:

    • When creating or assigning a user within a given site,… more
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11. Synchronize Queue Distribution Changes Across Custom Rules with callHandlingAction = AgentQueue

    Description of the Idea:
    When modifying a Call Queue’s distribution method (e.g., Round-Robin, Simultaneous, etc.), custom call handling rules that use callHandlingAction = AgentQueue are not updated accordingly. This leads to operational inconsistencies and requires manual updates to each rule individually, which is error-prone and time-consuming.

    Suggested Improvement:
    Introduce automatic synchronization between a queue’s main distribution settings and all custom rules that use that queue via callHandlingAction = AgentQueue.

    This could be implemented in one of two ways:

    • Add a new boolean attribute, e.g. syncqueuedistribution, in the PUT /business-hours-rule request. When true, all relevant rules will inherit the updated distribution method.
    • Or, update these rules systematically whenever a queue’s configuration is changed.

    Use Case:

    • A company updates a call queue to switch from Rotating to Simultaneous ringing.
    • All business-hours rules that previously directed calls to this queue should now reflect this new behavior automatically.
    • Today, this requires modifying each rule manually, which is not scalable for environments with dozens or hundreds of rules.

    Technical Suggestion (Example):

    PUT /restapi/v1.0/account/~/call-handling/business-hours-rule

    {
    "callHandlingAction": "AgentQueue",
    "queueId": "123456",
    "syncqueuedistribution": true
    }

    Benefits:

    • Improves operational consistency
    • Reduces manual effort and risk of misconfiguration
    • Ensures alignment between queue settings and rule behavior
    • Supports automation and large-scale administration

    Priority:
    Medium, but impacts operational efficiency and user experience — ideally implemented ASAP for large-scale queue management.

    Conclusion:
    Adding automatic synchronization (or a syncqueuedistribution option) will ensure that rule behavior remains consistent with the queue's active configuration, streamlining queue management and reducing errors in call handling logic.

    Let me know if a configuration flow or JSON schema proposal would help further illustrate the use case.

    Description of the Idea:
    When modifying a Call Queue’s distribution method (e.g., Round-Robin, Simultaneous, etc.), custom call handling rules that use callHandlingAction = AgentQueue are not updated accordingly. This leads to operational inconsistencies and requires manual updates to each rule individually, which is error-prone and time-consuming.

    Suggested Improvement:
    Introduce automatic synchronization between a queue’s main distribution settings and all custom rules that use that queue via callHandlingAction = AgentQueue.

    This could be implemented in one of two ways:

    • Add a new boolean attribute, e.g. syncqueuedistribution, in the PUT /business-hours-rule request. When true, all relevant rules will inherit the… more
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12. Extension dialing between CX and EX

    Extension dialing between EX and CX is needed. Having to route calls between the two platforms with a 10 digit number results in the need for additional phone numbers, and cost for the customer.

    Another problem with 10 digit numbers, is that if routing is built using temporary numbers that will go away after porting, all of those references have to be updated on CX and EX after the port.

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13. Personal Contact - Download in Bulk

    Each employee has a 'Personal Contact' list that the Super Admins want to download in bulk. The Personal Contact List is very important in contacting their Customers and VIP List.

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14. Feature Request: Notification for Email Addresses Added to Bounce DB

    Request Summary:
    The customer would like to be notified when one of their email addresses is added to the Bounce DB, or when messages fail to send for any reason. The goal is to proactively identify and resolve delivery issues before a significant number of messages (e.g., 100+) are lost and need to be manually forwarded.

    Business Impact:
    Lack of notification leads to delayed awareness of failed message delivery, causing operational inefficiencies and potential communication breakdowns. A notification system would allow quicker resolution and reduce manual work.

    Requested Feature:

    Notification (email alert or dashboard flag) when an address is added to the Bounce DB

    Optional: A report/log showing recent entries to the Bounce DB for monitoring purposes

    Please review and let us know if this is feasible for future enhancement.

    Request Summary:
    The customer would like to be notified when one of their email addresses is added to the Bounce DB, or when messages fail to send for any reason. The goal is to proactively identify and resolve delivery issues before a significant number of messages (e.g., 100+) are lost and need to be manually forwarded.

    Business Impact:
    Lack of notification leads to delayed awareness of failed message delivery, causing operational inefficiencies and potential communication breakdowns. A notification system would allow quicker resolution and reduce manual work.

    Requested Feature:

    Notification (email alert or dashboard flag) when an address is added… more

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15. Shared Voicemails: Increase number of voicemail boxes per co-recipient

    It would be very useful for business owners to be able to add themselves to all voicemail boxes as co-recipients, that way they can easily access all voicemails. Currently the limit of voicemail boxes per co-recipient is 5. It would be helpful to increase this number or make it unlimited.

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16. Remove company directory from phone

    Hi we have an emergency phone at our location and we would like to remove the company directory if possible? and instead have a list of emergency contacts.

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17. Fax reporting number of pages for Send And Receive including Deleted faxes

    A feature that will allow customers to retrieve data specifically the number of pages for faxes sent and received

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18. Increase timer of queue calls that does not succeed before it gets automatically disconnected

    Callers waiting in the queue gets dropped when reaching 10-15 minutes. Confirmed that there is a 10-minute timer; if the call does not succeed within this time period, it is automatically disconnected.

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19. Misleading security email notification about the Contact mailing address changes to an extension

    After I updated the Cover Page Info for one of my extensions, i received a security email notification saying that the Contact mailing address for this extension was changed. This is misleading because nowhere on the Fax Setings Cover Page Info page it mentions that this info is used as Contact mailing address. Please remove this confusion by either adding Contact mailing address label to Cover Page Info page, or rephrasing the security email notification to say Cover Page Info instead of Contact mailing address

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20. size

    We need more size capacity for texting, RC is very limited on picture and attachment size.

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