11458 results found
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Call Queue Management
We would like to have a detailed report on how long a member of the call queue group went online, when did they log off, how long were they logged off, when did they come back or how long did they stay online in the group.
1 vote -
Call Queue management
We would like to have a more detailed information of how long a member of a call queue stays active, when did they log off, when did they come back or how long they stayed out of active status.
1 vote -
IVR External Transfer Key Press Description Field
When configuring an IVR Menu, it would be very helpful to have the option to label an ‘External Transfer’ number with a description.
Currently, when a key press action is set to ‘External Transfer’ and includes only the phone number, other admins who review the call routing later won’t know who or what that number routes to (see attached screenshot).
Our company works with many different third-party partners, so being able to label each external number with the associated company or purpose would make call routing management much clearer and more efficient.
5 votes -
Add column headers to the error columns of External Shared Contacts Directory Contacts Uploaded .csv files
As an admin trying to figure out why my upload is not working, I would appreciate having an indication that error messaging exists in Column L of the ExternalSharedDirectoryXX-XX-XXXXdraft.csv by way of a clearly named column header. If a clearly named column header is exceedingly challenging to implement, some language in the accompanying email (where subject line is re: External Shared Contacts Directory Contacts Uploaded Failure) would be more helpful than no indication at all. Attached here is a screenshot where a filter on the unnamed Column L makes the otherwise-invisible errors below the fold discoverable.
1 vote -
Temporary Numbers assigned to Contact Center cannot be redirected.
Currently if you assign a temporary number to the Contact Center it cannot be reversed until the number it is associated with ports. This is an inconvenience. Also to avoid downtime, and have a quick and seamless migration, we should be able to reassign a temp number mistakenly assigned to route to a contact center. When trying to reassign, you get the message below:
Number Type: Contact Center Routing Number
This Contact Center number is being used as a temporary number for an in-progress port-in. It can't be reassigned to another number type.8 votes -
Option to increase SMS storage to more than 5000 before it gets deleted.
Right now, when you reached SMS received per user, per inbox of 5000, SMS will be deleted and replaced by new ones. It's best to have an option to increase storage allocation.
2 votes -
"No Change" Option for Customizing MS Teams "Offline" Call Presence Sync
In our organization, we need a fourth option for customizing call presence settings. We want an option to have "No change" happen to our RingCentral Call rules and presence/status when our MS Teams presence/status changes to "Away/Offline”. Right now, only three options are available
1. Accept all calls
2. Do not accept any calls
3. Do not accept queue calls
With 200 employees, situations differ as to which RingCentral Call rule a user wants when they lock their computer and walk away for minutes/hours or when they turn their computer off and Teams switches them “offline” or “away”. If they…46 votes -
call queues ability to forward to CX queue outside
Currently in EX call queues, for afterhours/overflow you can play an announcement, send to voicemail, forward to extension or forward to external number. would be nice to have an option to "Forward to CX Queue" with a list of available queues instead of having to choose 'Forward to External number" look up the queue number and enter it.
1 vote -
Remove role limitation if only selected extension(s) is having an issue
Ability to perform troubleshooting with a live agent without super admin's access as long as the user/caller can authenticate their own extension.
1 vote -
See who answered the call queue call
When warm transferring a call to a call queue and a member of that queue answers the call, display the name of the member who answered the call.
Currently, it shows the call queue name the whole time. Our receptionists are used to our previous phone system where it switched over from call queue name to user's name who answered the call.
It would be more efficient (save 5-10 seconds per call and our receptionists transfer over 500 calls per day).
9 votes -
Ability for the customer to check logs on why the phone is getting no service
Ability for the customer to check logs on why the phone is getting no service in service web. It would be helpful for the customers IT team to troubleshoot if they have a visibility of the connection logs.
1 vote -
Improve International VoIP Call Routing
Consider adding alternative routing paths or carrier agreements to improve connectivity with destinations that reject VoIP calls.
Customer requests enhanced routing or configuration options to ensure successful international call completion, where calls are being rejected with SIP 603 / Initiator Field: 2 responses.
Customer confirmed the same numbers work via other networks (e.g., T-Mobile).
The issue appears to be related to how destination carriers handle or block VoIP-originated calls.
Customer is an international logistics company that relies on global communication.
2 votes -
Abandoned Calls details in Analytics Portal
The customer is requesting the addition of a feature within the Analytics Reports that would allow them to view detailed metrics on abandoned calls. Specifically, they would like the ability to track the total number of abandoned calls over a selected time period, as well as additional context such as timestamps, call queues involved, and caller information (where applicable). This visibility is critical for evaluating call center performance, identifying potential bottlenecks in call handling, and improving overall customer experience.
2 votes -
Allow customization of options when leaving a voicemail message
When someone leaves a message and presses # they are presented with options. I would like to customize those options, remove some completely, specifically the make private message option.
1 vote -
Blocked Caller ID
When a call comes in with no caller ID we want to be able to handle it by sending it to voicemail. Right now the only option is to simply play a recording saying unblock your caller ID. That can lead to missed revenue / client calls. Due to high spam calls that have no caller ID and tie up phones having calls filter to voicemail that are no caller ID allow real calls to leave messages and spam to just be deleted and not interrupt the business.
1 vote -
1 to 2 Seconds Audio Delay
Wants to have option to improve the audio delay or remove the audio delay while on a call.
1 vote -
performance reports
I’d like to suggest a feature enhancement for the reporting functionality within RingCentral. Currently, performance reports can only be generated for up to a 6-month period. For many businesses like ours, that window is too limited when trying to assess long-term performance trends.
For example, if I want to track an employee’s performance over the course of a year, I need to be able to compare the number of inbound calls they’ve answered versus how many have gone to voicemail. This type of data is valuable for identifying trends, coaching opportunities, and recognizing consistent performance — but with the current…
6 votes -
SMS bulk deletion for all conversation in one command
As per ringcentral , we cannot increase the limit for bulk deletion in RingCentral SMS beyond 50 messages at a time via a single command. I request to have it sweeped all at the same time.
1 vote -
Allow users to opt-out of overflow from certain call queues without affecting the availability on other queues
I have set up a call queue as an overflow from another call queue. Regardless if the user has temporarily made themselves unavailable on the overflow queue, they still receive calls from the primary call queue because the calls follow the availability of that queue instead of the overflow
1 vote -
Sign out option on the app for Message-only extension
Requesting the addition of a Sign Out option for Message-Only Extensions within the RingCentral mobile app.
We currently have a Message-Only Extension that I logged into using the RingCentral app on my Android smartphone. However, there is no available option to sign out from this extension, as the Sign Out button does not appear in the Profile Menu when using a Message-Only Extension, unlike with a regular user extension.
3 votes
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