12358 results found

1. 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

   4 votes

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2. 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
   4 votes

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3. Disable the message icon in Ringcentral app

   Customer is requesting to turn off/disable the message in RC app so that it is not confusing for the text

   5 votes

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4. Assign a co-host before the meeting starts

   Have an option to assign a co-host before the meeting starts, just in case the main host is unable to join the meeting.

   2 votes

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5. Enhanced Security for Active Calls

   Implement measures to prevent unauthorized parties from joining or eavesdropping on active calls, such as end-to-end encryption, secure call authentication, or real-time alerts for unusual activities.

   2 votes

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6. Continue using the the RC desktop phone app

   Since we only use RingCentral for phone calls, it would be beneficial if we could continue using the old phone app.

   7 votes

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7. Resend Failed Fax with Option to Edit the Recipient's Fax Number

   The customer wants to resend failed fax with option to edit the recipient's fax number. Does not want to start again in sending a new fax.

   6 votes

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8. Nuisance caller re-direct

   To combat nuisance callers, we have found that utilising the call blocking feature on the Super Admin account to not be the best method. When these rules are applied, it is very obvious to the nuisance caller that they have been blocked, therefore can simply change the number that they are calling from to circumvent this.

   What we have found to be a lot more beneficial is to configure custom rules which re-directs certain caller IDs to a call queue which isn't manned. This then gives the appearance to the nuisance caller that they are waiting in legitimate queue, reducing the potential for them to try from alternative numbers. Whilst this works well, the only way to configure this is per user/ queue/ IVR. A custom rule must be created for each of these. This is very time consuming and not possible to maintain this way with the current configuration options.

   This idea would be to allow for such rules to be created on a tenancy level, like the number blocks, so that 1 rule list can be maintained for the entire business.

   To combat nuisance callers, we have found that utilising the call blocking feature on the Super Admin account to not be the best method. When these rules are applied, it is very obvious to the nuisance caller that they have been blocked, therefore can simply change the number that they are calling from to circumvent this.

   What we have found to be a lot more beneficial is to configure custom rules which re-directs certain caller IDs to a call queue which isn't manned. This then gives the appearance to the nuisance caller that they are waiting in legitimate queue, reducing… more

   2 votes

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9. Different Call Status for missed Out of Hours calls

   There should be a different status/call result for calls missed during a working day and calls missed outside of working hours.

   We run an 8am - 5pm technical support service, and calls received outside of these hours are categorised as 'missed'. Calls that come in during these hours that don't get answered are also categorised as 'missed'. This means we can't rely on using %missed as a KPI.

   If calls outside of working hours had a different call result, this would improve performance reporting hugely.

   3 votes

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10. Notifications of failed SMS/MMS for the receiving carrier

    We want to have notifications of failed SMS/MMS messages if they are too large for the receiving carrier

    7 votes

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11. Date and time stamp for when recipient receives a fax

    Currently, the date/time stamp on a fax is from when it is sent. We need the date/time stamp to reflect when the fax was received by the recipient.
    This is required for compliance within our organization.

    2 votes

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12. Attach Word file in SMS

    Allow Word files to be attached in SMS.

    7 votes

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13. Allow customization of voicemail notification subject lines

    The default subject line for email notifications when voicemails are left reads "New Voice Message from [RingCentral customer name] - [customer] [number] on [date]. Where email subject line real estate is at a premium, RingCentral customers should be given flexibility and customization.

    First, the VM is most likely not "from" the RingCentral customer--it is mostly likely from the customer of the Ring Central customer.

    Second, if the RingCentral customer has a long name, the most important part of the VM--the WHO--gets lost in the sauce.

    Lastly, the subject line is poorly formatted with no punctuation or break between the name and phone number of the caller. While not a bit deal, seems odd.

    If RingCentral has its reasons for limiting customization, perhaps a fair compromise would be some configuration in the admin to allow RingCentral customers their choice of a few standardized format options.

    The default subject line for email notifications when voicemails are left reads "New Voice Message from [RingCentral customer name] - [customer] [number] on [date]. Where email subject line real estate is at a premium, RingCentral customers should be given flexibility and customization.

    First, the VM is most likely not "from" the RingCentral customer--it is mostly likely from the customer of the Ring Central customer.

    Second, if the RingCentral customer has a long name, the most important part of the VM--the WHO--gets lost in the sauce.

    Lastly, the subject line is poorly formatted with no punctuation or break between the name… more

    3 votes

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14. DNC (Do Not Call) Feature: SalesForce to RingCentral Inegration

    The DNC feature isn't working as expected on Person Accounts. Please see attached video for more details. DNC feature is the 2nd issue on the video.

    • 

    9 votes

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15. User last login history in RingEX

    The customer suggested that it would be helpful to generate a report showing the Last Login History of every user in the Admin Portal in RingEX

    8 votes

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16. Use Hongkong number as Substitute Caller id

    Use Hongkong number as Substitute Caller id

    2 votes

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17. Forward ignored call queue calls to voicemail

    A feature in which the ignored call queue call to forward to voicemail instead of ringing back to call queue

    27 votes

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18. Voicemail first before routed to IVR Menu

    The customer requests a feature modification to the main IVR system. They want the system to ring 2-3 times, depending on the caller's selection, before routing to voicemail. After the voicemail message plays, the IVR should then ring as usual.

    1 vote

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19. RC App Workflow Builder Bulk Change

    Need a feature in the RC App Workflow Builder in which change can be copied and set a bulk change so it can be applied faster on existing workflows. Currently changes can only be made one workflow at a time.

    2 votes

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20. Allow fingerprint sign-in for the Ring Central mobile app

    I want the option to sign into the Ring Central mobile app using the fingerprint sensor on my smartphone.

    2 votes

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