12889 results found
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AIR to Prioritize a Skill(s) like FAQs
When in chat or call, the AI Receptionist can prioritize answering from set Skills(s). For example, FAQs with near to verbatim answers as set.
1 vote -
Presence Sync - Out Of Office
When you mark yourself as OUT OF OFFICE in Teams, that should have the same effect as APPEAR OFFLINE or DO NOT DISTURB.
If my users are on vacation and marked Out Of Office but I open up my Teams app, it now marks me as "Available, Out Of Office" with a hollow green checkmark. Any of those users who are part of a call queue will begin receiving calls because of the "Available" status. Out Of Office should override that and prevent call queue calls from reaching them. Currently they have to remember to switch to Appear Offline or…1 vote -
Enable SMS/Texting via Shared Inbox Company Number for Multiple Recipients
Currently, users operating within a Shared Inbox are unable to send SMS messages to multiple recipients using the main Company Number. Multi-recipient texting is only functional when using an extension's Primary Number. We would like to request an update to allow multi-recipient SMS functionality directly from the Shared Inbox using the main Company Number.
12 votes -
RCX Status Update While Handling REX Calls
Under the systems current design for the agents' RCX status to only be updated to an Engaged state while handling REX calls IF the agent was in an "Available" RCX agent state prior to handling the REX interaction. We suggest RCX status updating even when the agent is "Away" prior to handling the REX interaction, as many of our agents prefer to set their RCX status to "Away" to prevent inbound calls from coming in while they are making outbound calls in REX. This current design interferes with our monitoring process.
3 votes -
Display the dates of text communication
All text messages should display the dates of communication sent and received instead of just "Today" or "Yesterday" as it does now.
1 vote -
Delayed Ringing Option
In CallRevu, there is feature called "delayed ringing".
This will allow a primary group of users receives the incoming call immediately.
If none of them answers within a configured delay (for example, 10 or 15 seconds), a specific secondary user begins ringing as well.Depending on the configuration, the primary users may continue ringing while the secondary user is added, or the call may move entirely to the secondary user.
We want this kind of set up please.
4 votes -
HUD for a Custom role users - Restrict extension search and visibility to the user’s assigned Site
Allow administrators to enable HUD for a custom role while limiting users to view and add only extensions that belong to their assigned Site/Multi-Site location, rather than the entire company directory. This would provide better separation between sites while still allowing HUD functionality for local supervisors and staff.
5 votes -
Multi-Level IVR Keypress Reporting
The customer is requesting a dedicated report in RingEX Analytics that tracks IVR keypress metrics. They need the ability to see exactly which keys/options were selected in a multi-level IVR and the total count of those selections. The report must support custom date ranges and provide historical data retention going back at least six months.
1 vote -
Ability to Bulk Update the Audio Settings of all Users
We would like to have the ability to be able to bulk update the audio settings of all users in the company.
1 vote -
Allow more than one customer voicemail greeting for RingEX users.
Add the option to have multiple voicemail greetings prerecorded, and labeled to identify each greeting. This will at least allow REX users to quickly change what callers hear without constantly recording a new greeting. AKA: Like voicemail worked in the 80's!!!!.
My only complaint as a RIngCentral Partner and Customer for the past 5+ years is the lack of the ability to quickly and easily make changes to inbound calls individuals.
1 vote -
Option to reassign an already-assigned SMS conversation to another user.
In the RingCentral Shared Inbox feature, we need to have the option to reassign an already-assigned SMS conversation to another user. For example, an SMS came into the main company number, Ext 101 owned the conversation; however, Ext 102 wants to reassign the conversation by clicking the 'Assign to me' option or by clicking 'Unassigned' from the current owner.
1 vote -
Per-Device Time Zone Configuration for Single Users with Multiple Desk Phones
Currently, when a single user is assigned multiple desk phones across different geographical locations, all assigned devices inherit the primary user's profile time zone (e.g., Eastern Standard Time / EST).
Problem:
For users managing or using multiple desk phones stationed in various regions/time zones around the country, secondary devices display incorrect local times. This leads to confusion regarding local call timestamps, meeting times, and daily device use at those remote physical locations.Proposed Solution:
Enable administrators and users to configure individual time zone settings per assigned physical hardware device, independent of the primary user's account time zone.Hardware-Level Override: Add…
2 votes -
Automatically change the status when dialing out!
Automatically change the status when dialing out, to reflect we are making a call but not yet connected. Maybe yellow? Something to reflect to our teammates that a call is actively being made, and we are not available.
1 vote -
Grouped History & Detail View for 3-Way / Merged Calls
Provide a grouped view in the Call History in both the Admin Portal for 3-way/merged calls. Admins should be able to click on a single merged call record to expand and view:
All participants involved in that specific 3-way call session.
Individual start/end times and total duration for each participant.
Call recording links associated with the unified merged session.
1 vote -
Include reactions/emojis in Glip Message Data Export
Currently, exporting conversation data via the RingCentral Desktop app (Settings > Administration > Messaging > Message Data Export) generates JSON files that exclude message reactions and emojis.
Because reactions often serve as important acknowledgments or approvals in team conversations, please update the message export JSON schema to include:
The emoji/reaction character used.
The user ID(s) and name(s) of those who reacted.
The timestamp of the reaction.
9 votes -
AI Transcription for calls with desk phones on all REX plans
Ability to enable AI Transcription for calls with a physical phone on all REX plans
1 vote -
Automated SMS for Calls Abandoned During IVR
A trigger for an IVR menu is needed to be used for automated workflow responses.
Currently, the only available workflow trigger that works with an IVR is Call Received.
However, when callers reach the IVR and hang up without selecting any key presses, the calls are not marked as missed. Instead, they are marked as accepted, which is why the Missed Call trigger is not applicable.
The disadvantage of using the Call Received trigger for an IVR menu workflow is that an SMS is sent immediately every time a caller reaches the IVR, even when the caller may simply hang…
1 vote -
PLEASE MAKE VIDEO / SCREEN-SHARE HARDER TO ENABLE IN THE MOBILE APP
I hate that I accidentally turn on video during a call. Sometimes my cheek activates it without me realizing it. If the call continues long enough, the customer may end up seeing the inside of my ear for the rest of the phone call, turned into video.
Please add a confirmation step before enabling video or provide an option to disable video calling entirely.
1 vote -
Allow Customizable Callback Request Prompts and In-Queue Callback Audio for Call Queues
Summary
Currently, the Call Queue callback feature relies on standard system prompts. We request the ability to customize the Callback Request greeting or embed custom callback triggers directly into standard Call Queue greetings and Music on Hold (MOH).Use Case & Business Need
Multiple customers want to provide a seamless, branded experience while waiting in a Call Queue. They want to inform callers of expected hold times and offer an automated callback option within their custom queue announcements or hold music rather than relying on standard, uneditable system prompts.Example Scenario:
"Thank you for calling [Company Name]. Please hold while…
2 votes -
Custom Prefix Labels for Company Phone Numbers
I would like to suggest adding a feature that allows administrators to assign a short custom prefix (3–4 characters) to each company phone number within the RingCentral admin settings.
The prefix would appear alongside the phone number for both incoming and outgoing calls, making it easy for employees to identify which company number a customer is calling and which number they are calling from.
Example
Instead of displaying only:
+1 (416) 555-1234
RingCentral could display:
TOR | +1 (416) 555-1234
or
HAM | +1 (905) 555-5678
Benefits
Instantly identify which office or location the customer is calling.
Easily know which…2 votes
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