13227 results found

1. Preserve Distinct Line Key Indicators for Monitored Users Receiving Direct Calls

   Preserve Distinct Line Key Indicators for Monitored Users Receiving Direct Calls

   Summary:
   Introduce an option that allows monitored line keys to clearly distinguish between direct calls to a monitored user and calls intended for the local user, restoring the previous visual behavior or making it configurable.

   Business Need

   Organizations that rely on Busy Lamp Field (BLF), monitored extensions, and delegated call answering need to immediately identify who an incoming call is intended for.

   Previously, when a direct call was placed to a monitored user, only that user's monitored line key would indicate the incoming call while other monitored line keys remained unchanged. This allowed receptionists, assistants, and team members to instantly determine whether the call was for themselves or another user.

   With the newer call handling behavior, all monitored line keys flash simultaneously during a direct call to a monitored extension. As a result, users can no longer easily identify the intended recipient without checking additional information.

   Current Behavior
   User A receives a direct inbound call.
   Team members monitoring User A observe multiple monitored line keys flashing at the same time.
   Users cannot immediately determine whether:
   the call is for themselves,
   for User A, or
   for another monitored extension.

   This creates confusion in high-volume call environments.

   Requested Enhancement

   Provide one of the following options:

   Option 1 (Preferred)

   Restore the previous BLF behavior where only the monitored extension receiving the direct call displays the incoming call indication.

   Option 2

   Add an administrator or account-level setting that allows customers to choose between:
   Legacy BLF indication (only the called extension flashes), or
   Current BLF indication (all monitored line keys flash).
   Benefits
   Eliminates confusion for receptionists and executive assistants.
   Improves call handling efficiency.
   Allows users to immediately recognize whether an incoming call is intended for them or a monitored user.
   Reduces accidental call pickups.
   Preserves workflows that customers have relied on for years.
   Use Case

   A financial services office has multiple employees monitoring each other's extensions so they can answer calls when someone is unavailable.

   When Jeremy receives a direct call:

   Jeremy's monitored line should indicate the incoming call.
   Lisa should still be able to answer the call if necessary.
   However, Lisa should immediately recognize that the call is intended for Jeremy—not for herself.

   This behavior was previously available and provided a much clearer user experience.

   Expected Outcome
   Customers should have the ability to clearly distinguish direct calls to monitored users without sacrificing monitored extension or call pickup functionality.

   Preserve Distinct Line Key Indicators for Monitored Users Receiving Direct Calls

   Summary:
   Introduce an option that allows monitored line keys to clearly distinguish between direct calls to a monitored user and calls intended for the local user, restoring the previous visual behavior or making it configurable.

   Business Need

   Organizations that rely on Busy Lamp Field (BLF), monitored extensions, and delegated call answering need to immediately identify who an incoming call is intended for.

   Previously, when a direct call was placed to a monitored user, only that user's monitored line key would indicate the incoming call while other monitored line keys… more

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2. Comprehensive Phone Number & IVR Routing Report in Analytics

   Problem:
   Right now, there’s no quick way to audit where all our phone numbers (DIDs) actually route. Admins have to click into every single number or Auto-Receptionist individually to see if it leads to a User, Call Queue, Shared Line, or nested IVR menu. During audits, line changes, or troubleshooting, this manual process takes hours and creates huge risks of missed calls or dead ends.

   Proposed Solution:
   Add a centralized, exportable Phone Number Routing Report under RingCentral Analytics (or Company Numbers) that displays:

   Phone Number & Label: The dialed DID or Toll-Free number.

   Primary Endpoint Type & Name: Direct view of whether it routes to a User, Call Queue, Shared Line Group, or Auto-Receptionist / IVR.

   Multi-Level IVR Mapping: Downstream visibility showing key-press paths and child IVR menus tied to specific entry numbers.

   Filters & Export: Ability to filter by Site or Target Type and export the full routing matrix to CSV/Excel.

   Why it Matters:
   This will save admins hours of manual overhead, eliminate dead-end routes during system updates, and provide a clear governance audit trail for complex call flows.

   Problem:
   Right now, there’s no quick way to audit where all our phone numbers (DIDs) actually route. Admins have to click into every single number or Auto-Receptionist individually to see if it leads to a User, Call Queue, Shared Line, or nested IVR menu. During audits, line changes, or troubleshooting, this manual process takes hours and creates huge risks of missed calls or dead ends.

   Proposed Solution:
   Add a centralized, exportable Phone Number Routing Report under RingCentral Analytics (or Company Numbers) that displays:

   Phone Number & Label: The dialed DID or Toll-Free number.

   Primary Endpoint Type & Name: Direct view… more

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3. Bulk Update Phone Number Type in RingEX Service Portal

   Summary:
   Request the ability to perform bulk updates of company phone numbers from Voice & Fax to any number type directly within the RingEX Service Portal.

   Business Need:
   Administrators managing large deployments often need to remove fax capability from multiple Direct Inward Dial (DID) numbers. Currently, this process requires updating each number individually or contacting RingCentral Support for backend provisioning, making the task time-consuming and inefficient.

   Requested Enhancement:
   Add a bulk action within the RingEX Service Portal that allows administrators to:

   • Select multiple phone numbers simultaneously.
   • Change the number type from Voice & Fax to any number type in a single operation.
   • Validate and apply the changes without requiring backend intervention.
   • Display the updated provisioning status consistently within the portal.

   Benefits:

   • Reduces administrative effort for organizations managing large inventories of phone numbers.
   • Eliminates the need for support-assisted backend provisioning for routine configuration changes.
   • Improves operational efficiency and reduces turnaround time.
   • Provides a better self-service experience for customers and partners.
   • Ensures the Service Portal accurately reflects the provisioned state of phone numbers.

   Current Limitation:
   There is no customer-facing bulk update capability for changing phone numbers from Voice & Fax to any number type. Administrators must update numbers individually. Additionally, the portal may continue to display Voice & Fax even after the backend configuration has been updated, leading to confusion.

   Summary:
   Request the ability to perform bulk updates of company phone numbers from Voice & Fax to any number type directly within the RingEX Service Portal.

   Business Need:
   Administrators managing large deployments often need to remove fax capability from multiple Direct Inward Dial (DID) numbers. Currently, this process requires updating each number individually or contacting RingCentral Support for backend provisioning, making the task time-consuming and inefficient.

   Requested Enhancement:
   Add a bulk action within the RingEX Service Portal that allows administrators to:

   • Select multiple phone numbers simultaneously.
   • Change the number type from Voice & Fax to any number type in a… more
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4. Distinction between internal and external calls by ringtone in a deskphone

   It would be great to assign all internal calls a specific ringtone and all external calls a different ringtone in a desk phone.

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5. Selective Fax Email Notifications

   Provide the ability to configure fax email notifications on a per-number basis. This would allow users to continue receiving email notifications for incoming faxes from selected fax numbers while disabling notifications for others, offering greater flexibility and reducing unnecessary email alerts.

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6. Reporting numbers that are nuisance, spam robo-calls and telemarketers directly to FCC from admin portal

   Would be best there is a link or option to send the report to FCC just like from the free caller registry, from the admin portal if all settings from Spam and Blocked numbers section does not work.

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7. Custom Roles for Announcement Only Extension

   Custom Roles:
   Customer would like to have the ability to give permission to a user to access the announcement-only extension without having access to the entire group settings.

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8. Ability to control users' phones as an admin

   Ability to control users' phones as an admin

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9. Repeat tracking boxes or notes in multiple file areas would be better served communicating with each other so we only perform the action 1x

   Repeat tracking boxes or notes in multiple file areas would be better served communicating with each other so we only perform the action 1x and it automatically inputs to the other file areas that require the exact same information.

   We are wasting time by repeating steps to feed multiple tracking reports.

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10. 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

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11. immediate deletion of call recording in a day

    the call recording in a day should be deleted immediately or have the super admin have an access to delete the call recordings in a day for all users. Do not keep on the server.

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12. Ensure compatibility with the Yealink T46U Version 2 running firmware version 87

    A Yealink T46U is already running v87 firmware. RingCentral auto-provisioning targets v86 and pushes a downgrade as this results into a boot loop. It appears that the issue they are experiencing is a boot loop issue caused by firmware conflicts within their provisioning files forcing them to downgrade from V87 to V86. As confirmed from support, V87 is not yet supported

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13. Identifier for received fax if it is eFax or regular fax

    We should have an option to identify on the logs if the fax received is from eFax or regular fax

    4 votes

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14. Granular Outbound Caller ID (OBCID) Restrictions & Group-Based Controls in RingEX

    Requesting the ability to maintain brand isolation for RingEX only users and ensure proper inbound call routing, these users need to only present the new brand's dedicated outbound caller ID(s) and need to be blocked from selecting or presenting the primary company business number.

    RingCentral RingEX currently does not support scoping or restricting selectable Outbound Caller IDs at the user group, role, or extension level. Any configured outbound number in the account is accessible to users.
    System administrators should be able to define, restrict, or assign specific authorized Outbound Caller IDs to designated User Groups, Roles, or Service Extensions.

    OBCID Lock Down: Need the ability to hide or restrict access to the primary company number (and other non-authorized DIDs) from a user group's selectable OBCID dropdown in RingEX (Desktop, Web, and Mobile).
    Additionally need to allow non-user service extensions or specific user groups to dynamically switch only within an approved pool of brand-specific OBCIDs based on the use case.

    Requesting the ability to maintain brand isolation for RingEX only users and ensure proper inbound call routing, these users need to only present the new brand's dedicated outbound caller ID(s) and need to be blocked from selecting or presenting the primary company business number.

    RingCentral RingEX currently does not support scoping or restricting selectable Outbound Caller IDs at the user group, role, or extension level. Any configured outbound number in the account is accessible to users.
    System administrators should be able to define, restrict, or assign specific authorized Outbound Caller IDs to designated User Groups, Roles, or Service Extensions.

    OBCID… more

    16 votes

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15. iBulk SMS Support for iOS App

    Please add support for the iBulk SMS feature to the iOS mobile app. Currently, this functionality is available across Desktop, Web, and Android, leaving iOS as the only platform lacking mobile bulk messaging support.

    Current Limitation:

    iOS users are currently unable to send or manage bulk SMS campaigns from their mobile devices. To send bulk SMS messages, iOS users must switch to a desktop or web browser, whereas Android users can handle bulk messaging directly from their phones.

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16. SMS usage threshold notification

    Allow SMS usage threshold notifications (e.g., 80%, 90%, 100%) to be sent to selected users or all users who are consuming the SMS allowance, rather than only to the Super Admin.

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17. Allow the number to remain available as an Outbound Caller ID for specific numbers after a DNO request.

    The customer wants the option to use a number as an outbound caller ID for calls to a specific recipient, even after the number has been submitted for a DNO request. This capability is needed so they can continue using the DNO-requested number as the outbound caller ID when contacting a specific client.

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18. Implement a 30-Day "Recycle Bin" or Restoration Window for Automatically Expired Video Recordings

    Currently, when a cloud video recording reaches its 1-year automated retention limit, the raw media file (.mp4) is immediately and permanently purged from the servers with no path for administrative recovery, even though text metadata remains visible.

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19. Shared sms inbox to link shared contact

    We need contacts created from the Shared SMS Inbox to be stored at the shared inbox or common-resource level and displayed to every assigned SMS handler

    3 votes

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20. Outbound call wrap-up settings for RingEX

    Outbound call wrap-up settings for RingEX. We would like to configure an outbound call wrap-up time setting so that our agents are automatically put on DND after they finish a call. This is similar to the call queue "After call wrap up time" but we want to configure it for agents making outbound calls.

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