4421 results found
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Workflows to be integrated with Shared Inbox
Workflows to be integrated with Shared Inbox.
This would allow customers to set up auto-responses using a shared inbox number.58 votes -
Real-time Email/SMS Notifications for Call Queue Booster Callback Requests
Currently, the Call Queue Booster allows customers to request a callback, but staff are only notified via a visual asterisk on physical desk phones when an agent becomes available. There is no real-time email or SMS alert sent at the moment the callback is requested.
Support teams who are mobile or not sitting at a desk cannot track pending callbacks. This leads to missed customer follow-ups and a lack of a "paper trail" for prioritizing urgent requests.
Add a toggle in the "Voicemail & Notifications" section of Call Queues to "Notify via Email when a Callback is requested."
23 votes -
Option to display original callers name on AI transcription during transferred call.
Currently, when a call is transferred, the AI notes are showing the whole phone call as the original employee. Customer would like to show the original caller/client's name when call is being transferred during AI transcription
120 votes -
Allow admins only to still use a password when all other users has enforced SSO.
Allow admins only to still use a password when all other users has enforced SSO.
20 votes -
Support for Receiving Short Code SMS on RingCentral Numbers
Description:
Request to enable RingCentral numbers (including 10DLC and toll-free numbers) to receive SMS messages from short codes (5- or 6-digit sender IDs such as 73981 or 69232).Background:
Currently, per TCR (The Campaign Registry) and U.S. carrier compliance requirements, short code messages are only deliverable to handset mobile subscribers. As a result, RingCentral numbers are unable to receive these messages, and the behavior is working as designed.Problem Statement:
Customers using RingCentral numbers cannot receive critical communications sent via short codes, including:One-time passwords (OTP)
Verification or authentication messages
Alerts and notifications
Marketing or engagement messagesThis limitation forces…
20 votes -
Remove Automatic check on "Add opt-out message" when sending SMS
When any of our users send a new sms message, the "Add opt-out message" is by default checked. We want that to be unchecked automatically.
68 votes -
Call Queue Display Settings
To have the ability to apply a specific Display Settings for a single or multiple user extensions.
13 votes -
Session Capacity Release upon Transfer Completion (Warm and Cold)
Requirement: Currently, RingEX maintains a call leg as an active session against a user's 5-call limit for the entire duration of a call, even after that call has been successfully transferred to an external party. We are requesting that the system be enhanced to terminate the session and release that capacity "slot" on the user's extension immediately once the transfer is finalized.
Benefit: This will allow agents who handle short intake calls followed by long-duration transfers to continue working without being blocked by the "Max simult. calls per OP DL" limit.
15 votes -
increase maximum wait time in queue to 30 minutes
I want to maximize my time frame from 15 minutes to 30 minutes on call wait time. This is to minimize the abandonment of calls moving forward.
22 votes -
Business SMS Booster (Shared SMS Inbox) Functionality on RingCentral Mobile App
Our organization actively uses the Business SMS Booster feature, and it works well within the RingCentral Desktop App, where the Shared SMS Inbox is fully accessible.
However, the Shared SMS tab does not appear on the RingCentral Mobile App, preventing users from accessing or responding to shared SMS messages while away from their computer.Please enable full support for the Business SMS Booster / Shared SMS Inbox on the RingCentral Mobile
31 votes -
Decouple "International Calling" and "Domestic Calls" in Custom Roles
Decouple "International Calling" and "Domestic Calls" in Custom Roles
10 votes -
MMS is currently not working for the Shared Inbox under the RingEX Customer Engagement Bundle plan.
We’ve identified that MMS is currently not working for the Shared Inbox under the RingEX Customer Engagement Bundle plan. Enabling this feature as soon as possible would be greatly appreciated, as it is important for ongoing operations.
Could you please assist with checking and enabling MMS for the Shared Inbox at your earliest convenience?
18 votes -
Allow "Call Queue" numbers to be enforced in Caller ID Restriction settings
The Problem: Currently, admins cannot restrict users to using only Call Queue numbers as their outbound ID. We have specific teams (Sales, Support) that must present the Call Queue number when calling out so that customers return the call to the correct department.
The Solution: Please add an option under the Caller ID Restriction settings to allow/enforce "Call Queue" numbers as the Outbound Caller ID.
Impact:
Better Customer Experience: Customers calling back will reach the team, not a specific agent who might be offline.
Compliance: Ensures agents aren't accidentally displaying direct lines or the wrong main company number.
24 votes -
Enable Merge calls when Deskphone Pairing is enabled
Enable Merge calls when Deskphone Pairing is enabled
The customer is requesting the ability to use the Merge Call feature while Deskphone Pairing is enabled. Currently, it appears that this functionality is unavailable or limited when the deskphone is paired with the RingCentral app.
56 votes -
disable the SMS opt out box
when I go to compose a new text on the desktop app or on the mobile version- it automatically checks the box for "add an opt out message" we want it to be unchecked as the automatic setting or default
we don't send marketing or mass text messages so we don't want it to look like it's coming from a computer or like it was automated when it is not.
43 votes -
Improve SMS Shared Inbox Visibility Across Assigned Users
Request to enhance the SMS Shared Inbox feature to allow all assigned users to view full SMS conversation history, including messages sent and received by other team members within the same shared inbox.
Currently, users (e.g., Ext. 101 and Ext. 102) can only see their own sent messages and not the responses or messages sent by other assigned users, resulting in fragmented and one-sided conversation views.
This improvement would help prevent duplicate responses, improve team coordination, and provide a complete conversation history for all users assigned to the shared inbox.
11 votes -
When cold transferring the call to Call Queue, show caller ID of original caller, not person who forwarded the call
When our receptionists takes a call and cold transfer it to call queue, the call shows up on the team members phone as coming from the receptionist, not the original caller. Would be easier for our team if it showed the Caller ID of the original caller.
72 votes -
Enhanced Audio Management: Option to Mute or Lower Call Waiting Alerts During Active Calls
Features that allow granular control over call waiting notifications. Currently, the loud audio alert for incoming calls makes it difficult for their team to focus on active client conversations.
Ability to either silence or lower the volume of the call waiting tone on specific direct lines without disabling the feature entirely. This would allow the main reception line to maintain full alerts while providing a better acoustic experience for staff on direct lines.
13 votes -
RingCentral App: Can features be customized?
Subject: Can features be customized?
Description: Is there a way to change what features are displayed in the RingCentral app? We would like for some of our users to only see a dialpad and directory.16 votes -
Disable Automatic Resolved Tagging & Retain Message History
Please add an option to disable the automatic "Resolved" tagging for SMS shared inboxes. Additionally, ensure that the conversation history is not removed from the message thread once a message is marked or handled. Users should be able to maintain a continuous view of the message history without it disappearing.
14 votes
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