13285 results found

1. Company-Wide Auto Recording: Ability to Customize or Disable the Recording Pause Announcement

   We would like to request the ability for administrators to customize or disable the audible "Recording Paused" announcement that is played when a user manually pauses an automatically recorded inbound call.

   Currently, when Company-Wide Automatic Call Recording is enabled and a user manually pauses the recording, RingCentral automatically plays an announcement informing all participants that the recording has been paused. At this time, there does not appear to be an option within the Admin Portal to modify or disable this announcement.

   Requested Enhancement:

   Add an Admin Portal setting that allows administrators to:
   Disable the "Recording Paused" announcement.
   Customize the announcement with a custom audio file or text-to-speech message.
   Configure the announcement at the account, site, or extension level.
   Optionally enable or disable the announcement separately for internal and external calls.

   Business Justification:

   Reduces unnecessary interruptions during customer conversations.
   Provides organizations with greater flexibility to meet business and compliance requirements.
   Improves the customer experience by allowing businesses to tailor recording notifications to their workflows.
   Enables administrators to centrally manage recording announcement behavior instead of relying on a fixed system prompt.

   Current Behavior:
   When a user manually pauses an automatically recorded inbound call, RingCentral plays a mandatory audible announcement stating that the recording has been paused. There is currently no Admin Portal option to customize or disable this announcement.

   Expected Behavior:
   Administrators should have the ability to configure whether the recording-pause announcement is played and, if desired, customize the announcement through the Admin Portal. This should be manageable through account-level or site-level settings while still allowing organizations to comply with applicable recording notification regulations.

   We would like to request the ability for administrators to customize or disable the audible "Recording Paused" announcement that is played when a user manually pauses an automatically recorded inbound call.

   Currently, when Company-Wide Automatic Call Recording is enabled and a user manually pauses the recording, RingCentral automatically plays an announcement informing all participants that the recording has been paused. At this time, there does not appear to be an option within the Admin Portal to modify or disable this announcement.

   Requested Enhancement:

   Add an Admin Portal setting that allows administrators to:
   Disable the "Recording Paused" announcement.
   Customize the announcement… more

   6 votes

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2. Email Summary Notes Header

   Email notifications should be addressed to the user who received the call, not the firstborn Super Admin name, even if the call came from the main number, to avoid confusion.

   7 votes

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3. ENABLE SMS WORKFLOW FOR SHARED INBOX

   SMS automation/workflows are currently only available for direct numbers and not supported in Shared Inbox. It would be helpful to extend this feature to Shared Inbox to allow teams to automate responses and improve messaging efficiency.

   9 votes

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   New  ·  1 comment  ·  SMS/Text  ·  Delete…  ·  Admin →
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4. IVR repetition times and extreme time delay between each repetition

   Based on current settings, the IVR message is repeated 3 times till there is some action. In addition, the time delay between each repetition is more than 10 seconds, as a result the customer hangs up the phone. We suggest the following enhancements:

   1. provide the option to change the no of repetitions (for example 1 or 2 or 3)
   2. reduce the time delay between each repetition to less than 3 seconds

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   11 votes

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5. SMS Shared Inbox For User Extension

   A feature is needed to enable an SMS shared inbox, where messages sent to a main number assigned to one user extension can also be shared with other user extensions as recipients.

   13 votes

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6. Feature Request: Customizable Left Margin Headers for Fax Transmissions

   To better serve legal, healthcare, and financial organizations that require clear top margins for stamps and letterheads, RingCentral should introduce an administrative setting in the Admin Portal allowing users to place vertical transmission metadata (timestamps, sender/recipient numbers, transaction IDs, and page counts) along the left margin of both incoming and outgoing faxes. Moving or duplicating the standard header to the left margin prevents vital audit details from getting cut off by hole-punching, stapling, or binding, while ensuring overlapping text never obscures critical document headers or EHR intake forms.

   5 votes

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7. Add Native SMS/MMS Features Similar to Quo (formerly OpenPhone)

   I wanted to know if Ring Central has plans to upgrade the SMS/MMS feature with features similar to Quo formerly OpenPhone?
   https://www.quo.com/product/messaging

   7 votes

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8. Bulk Export Capability for User Outbound Caller IDs in Admin Portal

   While there is currently an option in the Admin Portal to download a general list of phone numbers on the account, this existing export is insufficient. It does not indicate which of those numbers are actually mapped, available, or used as an Outbound Caller ID by specific users.

   Currently, the only way an admin can see a user's available Outbound Caller IDs is by navigating into individual user profiles and manually checking the Caller ID dropdown menu. There is no functionality to pull this relationship data in bulk across the company. For organizations managing multiple users, manually checking these individual dropdowns is unscalable and creates a significant administrative blind spot.

   Proposed Solution
   Implement an "Export" or "Download" feature within the Admin Portal—either by enhancing the existing Phone Numbers export or creating a new report. This export (CSV/Excel) should provide a clear mapping of users to their Caller IDs, including:

   User Name and/or Extension

   The complete list of Outbound Caller ID numbers available to that user (mirroring what populates in their Caller ID dropdown)

   The currently selected default Outbound Caller ID for that user

   While there is currently an option in the Admin Portal to download a general list of phone numbers on the account, this existing export is insufficient. It does not indicate which of those numbers are actually mapped, available, or used as an Outbound Caller ID by specific users.

   Currently, the only way an admin can see a user's available Outbound Caller IDs is by navigating into individual user profiles and manually checking the Caller ID dropdown menu. There is no functionality to pull this relationship data in bulk across the company. For organizations managing multiple users, manually checking these individual… more

   4 votes

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9. Remote Access Limitation

   Please provide the option allowing to initiate Remote Control Access in a meeting with more than 5 participants.

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   4 votes

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10. Automatic Detection and Blocking of Spoofed Calls

    Feature Title: Automated Caller ID Spoofing Detection and Call Blocking

    Product: RingCentral RingEX

    Request Type: Security Enhancement / Call Protection

    1. Feature Description

    We request the implementation of a feature that can automatically detect and block suspected spoofed calls before they reach the intended recipients. The system should analyze incoming call information and identify calls where the displayed Caller ID (CLID/ANI) may have been manipulated to impersonate a legitimate business number.

    When a spoofed call is detected, RingCentral should be able to automatically reject the call, quarantine it, or route it to a designated destination based on administrator-defined policies.

    1. Business Need

    Customers are experiencing fraudulent calls in which external callers manipulate their Caller ID to make calls appear as though they originate from a legitimate corporate telephone number. These calls can deceive employees, create security risks, damage business reputation, and potentially expose organizations to social engineering attacks.

    Currently, administrators may need to rely on manual blocking, IVR prompts, or other call-handling workarounds. These measures do not reliably prevent spoofed calls, particularly when the displayed number belongs to the customer's own organization.

    An automated detection and blocking capability would help customers mitigate these risks and reduce the administrative effort required to manage fraudulent calls.

    1. Requested Functionality

    The proposed feature should include the following capabilities:

    Automatic spoofing detection: Analyze incoming call signaling and available caller identity information to identify potentially spoofed Caller IDs.

    Automatic call blocking: Allow administrators to configure rules to automatically reject calls identified as spoofed or high-risk.

    Trusted number protection: Provide an option to flag or block external calls that present the organization's own telephone numbers as their Caller ID when the call cannot be validated as originating from an authorized source.

    Configurable security policies: Allow administrators to choose whether suspected spoofed calls are blocked, sent to voicemail, routed to an IVR, or flagged for review.

    Administrator notifications and reporting: Record detected and blocked calls, including timestamps, presented Caller ID, available originating carrier information, detection results, and the action taken.

    Detection transparency: Provide a reason or risk indicator explaining why a call was flagged as potentially spoofed.

    False-positive management: Allow authorized administrators to review flagged calls, configure trusted sources, and adjust blocking policies to avoid blocking legitimate calls.

    1. Example Use Case

    A customer reports receiving an external call that appears to originate from its corporate telephone number. The call was received at the company's store line, and the displayed Caller ID was inconsistent with the suspected caller's actual originating number.

    The customer would like RingCentral to identify the discrepancy, determine whether the call is likely spoofed using available signaling and authentication data, and automatically block the call before it reaches the intended extension or call queue.

    1. Expected Benefits

    Reduce fraudulent and impersonation calls reaching employees.

    Improve protection against social engineering and telephone-based fraud.

    Protect corporate telephone numbers and business reputation.

    Reduce reliance on manual number blocking and IVR workarounds.

    Provide administrators with better visibility into suspected spoofing activity.

    Improve overall customer confidence in RingCentral's call security capabilities.

    1. Acceptance Criteria

    The feature should allow administrators to:

    Enable or disable automatic spoofed-call detection and blocking.

    Define policies for calls that impersonate the organization's own numbers.

    Configure the action taken when a call is classified as suspicious.

    Review logs of detected, blocked, and permitted calls.

    Investigate detection results using available call signaling, carrier, and caller authentication information.

    Adjust policies and trusted sources to minimize false positives.

    Important consideration: Caller ID discrepancies alone do not conclusively prove spoofing. The solution should use available authentication signals, such as STIR/SHAKEN attestation where applicable, carrier information, and other risk indicators to determine the appropriate action.

    1. Business Impact and Priority

    Suggested Priority: High

    The lack of automated spoofing detection and blocking leaves customers vulnerable to fraudulent calls that impersonate their own corporate telephone numbers. Implementing this capability would strengthen RingCentral's security offering and provide customers with a proactive approach to mitigating caller ID spoofing.

    Requested Outcome: Evaluate the feasibility of introducing an administrator-configurable feature that automatically detects, flags, and blocks suspected spoofed calls at the platform level.

    Feature Title: Automated Caller ID Spoofing Detection and Call Blocking

    Product: RingCentral RingEX

    Request Type: Security Enhancement / Call Protection

    1. Feature Description

    We request the implementation of a feature that can automatically detect and block suspected spoofed calls before they reach the intended recipients. The system should analyze incoming call information and identify calls where the displayed Caller ID (CLID/ANI) may have been manipulated to impersonate a legitimate business number.

    When a spoofed call is detected, RingCentral should be able to automatically reject the call, quarantine it, or route it to a designated destination based on administrator-defined policies.

    1. Business Need

    … more

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11. Ability to us AU Regional format and Home Area Code for Canda Account or US Account

    Could we add support for configuring the AU regional format and Home Area Code for both Canada and US accounts when creating Site Extension

    4 votes

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12. Email notification when a call is missed from call queue

    Option to receive email notifications for missed call queue calls, similar to call queue voicemails.

    4 votes

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13. Ability to send glip message to non ringcentral user

    There should be an option or ability for the users to send message or glip to non ringcentral users so we can send message to our customers while on call.

    4 votes

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14. ser Group Manager should be able to view all call logs belonging to members of their assigned User

    User Group Manager should be able to view all call logs belonging to members of their assigned User Group, without having to manually filter individual extensions and without receiving access to company-wide call logs.

    5 votes

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15. Missed call notification on Announcement only extension

    Customer setup: The customer has configured a Call Queue and has established call routing to an announcement-only extension when the 'When maximum waiting time is reached, send caller to' threshold is reached for calls entering the call queue.

    Request: The customer has requested a new feature to enable missed call notification configuration for announcement-only extensions. This would allow missed call notifications to be triggered when a call is routed to an announcement-only extension.

    9 votes

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16. Missed Call behavior in Call Queues using Simultaneous Ring

    Hello! We would like to submit a feature request regarding the Missed Call behavior in Call Queues using Simultaneous Ring.

    Currently, when a call comes into a Call Queue, all agents receive the call at the same time. If one agent answers the call, the system automatically stops ringing for the others. However, for the agents who did not answer, the call appears as a "Missed Call" in the RingCentral App, even though the call was actually answered by another agent in the same queue, this is creating daily operational confusion for our team. Agents cannot determine if the call was truly missed or another agent already answered it.

    Because of this behavior, agents sometimes call customers back unnecessarily, thinking the call was missed. This behavior significantly impacts call tracking and internal workflow clarity.

    Do not mark the call as "Missed" for other agents if another member of the queue answered the call, please. Or introduce a different status such as:

    "Answered by another agent"

    "Handled by queue member"

    Thank you for considering this improvement.

    Hello! We would like to submit a feature request regarding the Missed Call behavior in Call Queues using Simultaneous Ring.

    Currently, when a call comes into a Call Queue, all agents receive the call at the same time. If one agent answers the call, the system automatically stops ringing for the others. However, for the agents who did not answer, the call appears as a "Missed Call" in the RingCentral App, even though the call was actually answered by another agent in the same queue, this is creating daily operational confusion for our team. Agents cannot determine if the call… more

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    14 votes

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17. Marketing Call Identification and Blocking

    To allow the system to automatically identify incoming marketing calls while continuing to allow normal calls to come through.
    Once a call is identified as a marketing call, the system should provide an option to automatically block or decline the call, preventing the user from receiving unwanted marketing calls while ensuring legitimate calls are not affected.

    4 votes

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18. Analog phones

    Having a capability to directly provision Analog Deskphone like VTech CS6719 without having to use ATA devices.

    5 votes

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19. Receive Fax in Multiple RC App Users

    Multiple users can receive a fax via email with/ attachment, but it will violate HIPAA, and they want multiple users to receive the fax through the RC App.

    31 votes

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20. Option to create a workflow for Call Queue

    It would be very helpful to have an option to create a workflow on behalf of a call queue and to add the call queue as an SMS recipient when the account has an SMS booster. Currently, it is limited to regular extensions only.

    The customer needs to create a workflow to automatically send an SMS response when someone calls a call queue.

    7 votes

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