13225 results found
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Manual Customization Option for RingCX Queue Callback Window
Currently, RingCX queue callback notifications do not display the customer's phone number, and the system layout is standardized. We request adding a manual customization option that allows administrators to configure the initial callback offer window to include the inbound Caller ID.
1 vote -
4 votes
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Option to instantly transfer callers to extension set up when no key is pressed in IVR (eliminate dead air/delay)
Currently, when a caller does not press any key during an IVR prompt (following the Repeat the menuif there is no action settings), there is a prolonged delay/dead air of 4 to 5 seconds before the system triggers the default "no action" routing step. This pause leads callers to assume the line has disconnected, resulting in unnecessary call drops. We need the IVR to route the call to the mailbox extension right away or to whichever extension is set to for that settings
6 votes -
Display Call Recordings and Transcripts in ACE for Internally Transferred Calls
Feature Request Summary:
Enable call recordings and transcripts to be accessible in ACE for internally transferred calls.Current Behavior:
For internally transferred calls, call recordings are visible in the call logs on the Service Web but are not available in ACE. The corresponding call transcripts are also unavailable in ACE.Expected Behavior:
Call recordings and their corresponding transcripts should be accessible in ACE for internally transferred calls, consistent with their availability in the Service Web call logs.Business Impact:
The unavailability of call recordings and transcripts in ACE limits users’ ability to review conversations, investigate call-related issues, and access call…4 votes -
Ability to change caller ID number when dialing
Ability to change the caller ID number when dialing: allow a selection of a single caller ID number and site name out of multiple caller IDs while making calls. Eg. We want the caller ID to display a certain site name and the phone number under a site to be displayed when making a call. We want this to be dynamic, without having it tied to only one site.
1 vote -
Granular Permissions for Individual Site Management Features
Currently, the Site Management permission in the RingCentral Admin Portal does not appear to provide granular access controls for individual features. Administrators need more flexibility to assign permissions based on each user's responsibilities.
For example, an administrator may want to allow a specific user to manage Multi-Site Call Forwarding while preventing access to Call Queues, IVR Menus, Prompts Library, and other Site Management settings.
I would like to request the ability to configure permissions for each feature under Site Management independently, rather than granting access to the entire category.
Requested Functionality:
Allow administrators to grant or restrict access to individual…
2 votes -
Call back call queue feature
Exact behavior:
A customer calls into a queue and requests a callback.
When an agent receives the callback and connects with the customer, the agent transfers that customer to a secondary queue (e.g., Emergency).
If the customer requests a second callback while waiting in that new queue, RingCentral treats the transferring agent/queue as the "caller." As a result, the secondary callback rings internally to your team member instead of the external customer.
Because the external callback is never actually completed to the customer, RSI records it as an unfulfilled callback, causing the reporting discrepancy you are seeing.Expected behavior:
A…
7 votes -
Allow administrators to add the same device multiple times in the Sequential Ringing configuration for a single extension, with a separately
Feature Request: Allow the Same Device to Ring Multiple Times in Sequential Ringing
DescriptionI would like to request an enhancement to RingCentral's Sequential Ringing feature that allows the same physical device to be added multiple times under the same extension.
Example Scenario:
Extension: 1234
Device: Yealink T54W
First sequence: The Yealink T54W rings for 13 rings.
Second sequence: If nobody answers, the same Yealink T54W rings again for another 13 rings.
Next action: If the call remains unanswered after the second sequence, it proceeds to the next configured destination, such as another extension, device, or voicemail.
Requested EnhancementAllow…
1 vote -
Ability to add third party number to approved TCR campaign
Customer have another number from other carrier and the wanted to add send nor receive SMS to their approved TCR campaign in RingCentral
2 votes -
Disable notification if AIR has no interaction
Partner is requesting that if AIR receives calls with no interaction, they don't want to receive an email notification.
1 vote -
AI Receptionist: add controls for acknowledgment filler and interruption handling
We use a RingCentral AI Receptionist for our salon business. Two response behaviors are currently fixed with no admin control, and both affect caller experience:
1. Acknowledgment filler — before every answer, the receptionist speaks a filler line ("All right, I'll look into that," "Got it, noted"). Please add a setting to disable acknowledgment responses so the receptionist answers directly, or a custom-instructions field where admins can set response style.
2. Interruption handling — there are no settings for caller interruptions: no enable/disable, no sensitivity, and no choice of what the receptionist does after being cut off (resume vs. drop…1 vote -
Restrict SMS delete feature for user on Shared Inbox
Admins need the option to restrict users ability to delete SMS messages on Shared Inbox's. Information within SMS messages can often be critical to retain for the business, and there needs to be limited capabilities by users on deleting those messages.
1 vote -
Improved AI Call Summaries and Agent Access in RingCX
We would love to see the AI-generated call summaries and notes in RingCX enhanced to more closely resemble the functionality previously available in RingEX.
In RingEX, the AI notes were significantly more detailed, useful, and accessible. Agents could view the notes in real time during a call, allowing them to reference important information such as the caller's name, date of birth, and other key details discussed. The post-call summaries and follow-up notes were also extremely helpful, and agents could easily return to their own call history to reference previous conversations.
In RingCX, we feel this functionality is much more limited.…
5 votes -
Admin Control for User Message Throttling & Frequency Limits
Add configurable message composability and throttling settings (per user or per role) in the Admin Portal and Message settings. This will allow administrators to set maximum message frequencies or mandatory delays between messages to prevent employees from sending bulk or rapid successive internal/external messages.
This will allow us to limit our employees from sending multiple messages within RingCentral.
5 votes -
Integrate Ring Central with MyRepChat for Capturing Text Messages due to Compliance requirement
My compliance department wants all our text and SMS messages captured, but I dont want another phone nor another phone number. I have my Ring Central number, and I want to use that. We use MyRepChat platform but may have another that would work equally well. What do you suggest? LPL Financial has 33,000 reps with this same problem
1 vote -
Fixed distribution of calls per agent
A setting that would allow each agent on a line receive equal amount of calls
For example:
There's 3 agents on a line (A, B, C) and the line gets 30 calls, we'd like each agent to get 10 calls exactly. If agent A received a call and missed it, this call shouldn't go to agent B or C, it would go straight to agent's A voicemail and if the same caller calls again the call would still come to agent A.Basically a fixed distribution so no agent gets more calls then others
1 vote -
1 vote
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SMS Logs - Show Device Type
Please consider adding the device type as a column in the SMS logs page. It would be helpful during troubleshooting to know if a text message was sent from a desktop app (Windows, Teams plugin) or mobile app (Android, iOS).
1 vote -
Ability to exclude users from default company teams based on site assignment or turn off auto-join for account-wide
Currently, when new RingCentral extensions/users are provisioned, they are automatically added to the primary account-wide default message team (e.g., "JTeam").
Admins—including Super Admins—currently have no way to:
Prevent users from automatically joining the default group based on their assigned site location (e.g., Maverick Medical).
Manually remove users from this default group once they are added.
Delete or convert the account-wide default group into a restricted/site-specific team.
For multi-site organizations, this creates unwanted group clutter, cross-site messaging noise, and potential data/communication privacy concerns across different locations.
Proposed Solution
Provide Admins with control over auto-joining default teams under Admin Portal Settings /…4 votes -
Mobile app old layout for custom rules
The Customer prefer the old layout of the buttons in the Call queue custom rules in the mobile application.
The current buttons are not that visible and he's having a hard time determining if a custom rule is active or not.2 votes
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