12022 results found

1. Improve Handling of Multiple Incoming Calls to Reduce Disruption

   Description of the Idea:
   Managing multiple incoming calls currently presents challenges for users, especially when already engaged on a call. The application automatically brings a new incoming call to the foreground and plays continuous audio notifications, which can be intrusive and disruptive.

   Problem Statement:

   • Users have a limited time window to handle the incoming call before the UI forcibly shifts focus.
   • Ongoing call-related actions or tasks may be lost or interrupted due to forced UI changes.
   • Continuous audio notifications during an active call can be overly intrusive, affecting call quality and user focus.

   Suggested Improvements:

   • When a user switches back to their current active call after viewing the new incoming call, the system should not automatically bring the new incoming call back to the foreground after 30 seconds.
   • When a user manually switches between calls, this should be taken as confirmation that the user is aware of the new call, so continuous audio notifications should be suppressed or minimized.

   Use Case Example:

   • A user on an active call receives a second incoming call.
   • The incoming call pops to the front and starts a continuous ring.
   • The user switches back to the first call to finish an important task.
   • Currently, after 30 seconds, the incoming call forcibly returns to the front and rings continuously, disrupting the active call.
   • With the proposed improvement, the user’s choice to remain on the first call would be respected, minimizing disruption.

   Benefits:

   • Enables users to complete ongoing tasks or conversations without forced UI interruptions.
   • Reduces stress and cognitive load caused by intrusive notifications.
   • Improves the overall user experience during multitasking scenarios in high call volume environments.

   Priority:
   Medium, but impactful for user productivity and call quality — implementation should be considered ASAP to enhance usability.

   Conclusion:
   Refining the handling of multiple incoming calls by respecting user call focus and minimizing intrusive audio notifications will greatly improve call handling fluidity and user satisfaction.

   Description of the Idea:
   Managing multiple incoming calls currently presents challenges for users, especially when already engaged on a call. The application automatically brings a new incoming call to the foreground and plays continuous audio notifications, which can be intrusive and disruptive.

   Problem Statement:

   • Users have a limited time window to handle the incoming call before the UI forcibly shifts focus.
   • Ongoing call-related actions or tasks may be lost or interrupted due to forced UI changes.
   • Continuous audio notifications during an active call can be overly intrusive, affecting call quality and user focus.

   Suggested Improvements:

   • When a user switches back… more
   5 votes

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2. Display the Name or Label Associated with a Number During User Creation

   Description of the Idea:
   When assigning a phone number during user creation, RingCentral currently shows only the phone number itself, with no label or name indicating its current usage or purpose. This can lead to accidental assignment of numbers that are already in use for redirects, call queues, auto-receptionists, or external routing, potentially disrupting existing call flows.

   Problem Statement:
   - Admins cannot easily distinguish between numbers that are reserved, actively used, or intended for specific services.
   - As a result, it's possible to mistakenly assign a number used for redirection to a new user.
   - This introduces unexpected behavior and can break existing call routing configurations without warning.

   Suggested Improvement:
   - When selecting a phone number during user creation (in the Admin Portal or via API), display the associated name/label next to the number.
   - If the number is assigned to a queue, receptionist, or external rule, display that context as well (e.g., "Support Queue Redirect", "Sales IVR Entry", "Marketing Campaign").

   Use Case Example:
   - An admin sees number +1 (555) 123-4567 in the available list.
   - It’s currently used to redirect calls to a Call Queue for the support team.
   - With no label shown, the admin mistakenly assigns it to a new user.
   - Support calls are now misrouted, causing confusion and service disruption.

   Expected Behavior:

   • Display: +1 (555) 123-4567 – [Support Queue Redirect]
   • Or: +1 (555) 123-4567 – [Marketing IVR Inbound]
   • Include this in both the Admin UI dropdowns and API metadata responses.
   • Include this in both the Admin UI dropdowns and API metadata responses.

   Benefits:

   • Prevents accidental number reassignment
   • Protects existing routing configurations
   • Saves time troubleshooting post-deployment issues
   • Improves administrative visibility and clarity
   • Supports error-free user provisioning

   Priority:
   - Medium, with high operational impact — ideally implemented ASAP to improve provisioning accuracy.

   Conclusion:
   Displaying the label or assigned purpose of phone numbers during user creation will prevent configuration mistakes, enhance visibility, and reduce risks of disrupting critical call flows.

   Let me know if you'd like to provide real-world impact scenarios or admin interface mockups to support this feature request.

   Description of the Idea:
   When assigning a phone number during user creation, RingCentral currently shows only the phone number itself, with no label or name indicating its current usage or purpose. This can lead to accidental assignment of numbers that are already in use for redirects, call queues, auto-receptionists, or external routing, potentially disrupting existing call flows.

   Problem Statement:
   - Admins cannot easily distinguish between numbers that are reserved, actively used, or intended for specific services.
   - As a result, it's possible to mistakenly assign a number used for redirection to a new user.
   - This introduces unexpected behavior and… more

   4 votes

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3. Enable Assignment of Site-Associated Numbers When Creating a User on That Site

   Description of the Idea:
   When creating a new user within a specific site, administrators should be able to assign a phone number associated with that site. Currently, only company-level (main account) numbers are available in the number selection list, even if the site has its own pool of numbers.

   Problem Statement:

   • This behavior limits proper resource segregation by site.
   • It results in manual workarounds (e.g., creating the user first, then reassigning the number manually later).
   • It contradicts the site-based organizational model and reduces the benefits of multi-site configuration.

   Suggested Improvement:

   • When creating or assigning a user within a given site, the system should make available all numbers currently associated with that site in the number selection list.
   • This ensures proper site-to-number alignment at the time of user provisioning.

   Use Case Example:

   • Site “Berlin Office” has 10 phone numbers assigned.
   • An admin wants to create a new user under the Berlin site.
   • Expected behavior: the admin can select one of the Berlin-assigned numbers.
   • Current behavior: only main company numbers are available during user creation, despite Berlin's own number pool.

   Implementation Suggestion:

   • In the user creation form/API, filter or extend the number list to include site-assigned numbers based on the selected site.
   • Ensure this behavior is consistent in both Admin Portal UI and developer APIs.

   Benefits:

   • Promotes clean and logical separation of resources per site
   • Saves time and reduces post-creation adjustments
   • Supports scalable, decentralized administration
   • Aligns with the multi-site architecture intent of RingCentral deployments

   Priority:
   Medium, but critical for organizations with multi-site operations — should be addressed ASAP to support clean provisioning flows.

   Conclusion:
   Allowing access to site-assigned numbers during user creation will significantly improve administrative workflows, enhance consistency, and make full use of RingCentral’s multi-site capabilities.

   Let me know if you’d like supporting examples, UI suggestions, or expected API behavior for this use case.

   Description of the Idea:
   When creating a new user within a specific site, administrators should be able to assign a phone number associated with that site. Currently, only company-level (main account) numbers are available in the number selection list, even if the site has its own pool of numbers.

   Problem Statement:

   • This behavior limits proper resource segregation by site.
   • It results in manual workarounds (e.g., creating the user first, then reassigning the number manually later).
   • It contradicts the site-based organizational model and reduces the benefits of multi-site configuration.

   Suggested Improvement:

   • When creating or assigning a user within a given site,… more
   5 votes

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4. Synchronize Queue Distribution Changes Across Custom Rules with callHandlingAction = AgentQueue

   Description of the Idea:
   When modifying a Call Queue’s distribution method (e.g., Round-Robin, Simultaneous, etc.), custom call handling rules that use callHandlingAction = AgentQueue are not updated accordingly. This leads to operational inconsistencies and requires manual updates to each rule individually, which is error-prone and time-consuming.

   Suggested Improvement:
   Introduce automatic synchronization between a queue’s main distribution settings and all custom rules that use that queue via callHandlingAction = AgentQueue.

   This could be implemented in one of two ways:

   • Add a new boolean attribute, e.g. syncqueuedistribution, in the PUT /business-hours-rule request. When true, all relevant rules will inherit the updated distribution method.
   • Or, update these rules systematically whenever a queue’s configuration is changed.

   Use Case:

   • A company updates a call queue to switch from Rotating to Simultaneous ringing.
   • All business-hours rules that previously directed calls to this queue should now reflect this new behavior automatically.
   • Today, this requires modifying each rule manually, which is not scalable for environments with dozens or hundreds of rules.

   Technical Suggestion (Example):

   PUT /restapi/v1.0/account/~/call-handling/business-hours-rule

   {
   "callHandlingAction": "AgentQueue",
   "queueId": "123456",
   "syncqueuedistribution": true
   }

   Benefits:

   • Improves operational consistency
   • Reduces manual effort and risk of misconfiguration
   • Ensures alignment between queue settings and rule behavior
   • Supports automation and large-scale administration

   Priority:
   Medium, but impacts operational efficiency and user experience — ideally implemented ASAP for large-scale queue management.

   Conclusion:
   Adding automatic synchronization (or a syncqueuedistribution option) will ensure that rule behavior remains consistent with the queue's active configuration, streamlining queue management and reducing errors in call handling logic.

   Let me know if a configuration flow or JSON schema proposal would help further illustrate the use case.

   Description of the Idea:
   When modifying a Call Queue’s distribution method (e.g., Round-Robin, Simultaneous, etc.), custom call handling rules that use callHandlingAction = AgentQueue are not updated accordingly. This leads to operational inconsistencies and requires manual updates to each rule individually, which is error-prone and time-consuming.

   Suggested Improvement:
   Introduce automatic synchronization between a queue’s main distribution settings and all custom rules that use that queue via callHandlingAction = AgentQueue.

   This could be implemented in one of two ways:

   • Add a new boolean attribute, e.g. syncqueuedistribution, in the PUT /business-hours-rule request. When true, all relevant rules will inherit the… more
   4 votes

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5. Improve RTP Source Transition Signaling: Use SSRC Change or Marker on Hold/Unhold Transitions (SKEW issue)

   Description of the Idea:
   During Hold/Unhold transitions, RingCentral internally switches the RTP source without SIP renegotiation and while keeping the same SSRC. Although the stream appears continuous (same SSRC, coherent sequence numbers), this design leads to misinterpretation by VoIP monitoring tools such as OCOM or SIP Capture HOMER, which are widely used in enterprise environments.

   Suggested Improvement:
   Introduce a mechanism to explicitly signal the change of RTP source, such as:

   • Changing the SSRC, as recommended in [RFC 3550 §8.1],
   • Resetting RTP timestamps or sequence numbers,
   • Using the RTP marker bit to indicate a discontinuity.

   This would help monitoring systems correctly interpret the transition as intentional, preventing false positives in packet loss detection and skew computation.

   Why it Matters:
   Currently, the internal switch causes:

   • A small delay (20–30 ms) between the last packet from the old source and the first from the new source — exceeding the expected packetization interval (20 ms for G.711a) and triggering false packet loss or jitter spikes.
   • A permanent distortion of the skew metric, since it accumulates based on the initial packet timestamp. Once the skew exceeds 20 ms, all subsequent packets may be incorrectly flagged as lost, degrading MOS scores and user-perceived quality — even though the stream is healthy.

   Additionally, occasional deviations from the expected G.711a payload size (160 octets) have been observed, suggesting potential irregularities in packet generation.

   Standards References:

   • RFC 3550 §6.4.1 – Jitter and packet spacing
   • RFC 3550 §8.1 – New SSRC when stream source changes
   • RFC 3551 §4.5.4 – G.711a packetization interval (20 ms, 160 octets)
   • ITU-T G.1020 & G.114 – QoS metrics for voice performance

   Business Impact:
   Without a signaling mechanism, transitions cause monitoring tools to misreport RTP quality, leading to:

   • Incorrect MOS and SLA metrics
   • False alarms in NOC monitoring
   • Difficulty in troubleshooting actual network issues

   Conclusion:
   Implementing a clear indicator of RTP source transition — through SSRC change, timestamp reset, or marker bit — would significantly improve the observability and reliability of RTP stream metrics, aligning with best practices and protocol standards.

   Let me know if further technical evidence is helpful (e.g., PCAP traces or graphs).

   Description of the Idea:
   During Hold/Unhold transitions, RingCentral internally switches the RTP source without SIP renegotiation and while keeping the same SSRC. Although the stream appears continuous (same SSRC, coherent sequence numbers), this design leads to misinterpretation by VoIP monitoring tools such as OCOM or SIP Capture HOMER, which are widely used in enterprise environments.

   Suggested Improvement:
   Introduce a mechanism to explicitly signal the change of RTP source, such as:

   • Changing the SSRC, as recommended in [RFC 3550 §8.1],
   • Resetting RTP timestamps or sequence numbers,
   • Using the RTP marker bit to indicate a discontinuity.

   This would help monitoring systems correctly… more

   6 votes

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6. Display Both "Engagement" and "Scorecard" in RingSense Interactions View

   Request Summary:
   The customer would like the ability to display both the Engagement score and the Scorecard score simultaneously in the Interactions view within RingSense.

   Current Limitation:
   At present, the “Score” column in the Interactions view only supports displaying either Engagement or Scorecard, but not both at the same time. This limitation requires users to toggle between views, resulting in a fragmented user experience.

   Customer Need:
   The ability to view both scores side by side is important for teams analyzing call quality and agent performance comprehensively. Engagement provides insight into customer interaction levels, while the Scorecard reflects adherence to evaluation criteria.

   Proposed Enhancement:

   Allow the Interactions view to include two separate columns, one for Engagement and one for Scorecard.

   Enable column-level configuration so users can choose which metrics to include without overriding the existing "Score" column.

   Impact:
   This would improve operational efficiency for supervisors and QA teams, allowing them to assess agent performance and customer engagement metrics at a glance without switching views or reconfiguring columns.

   Request Summary:
   The customer would like the ability to display both the Engagement score and the Scorecard score simultaneously in the Interactions view within RingSense.

   Current Limitation:
   At present, the “Score” column in the Interactions view only supports displaying either Engagement or Scorecard, but not both at the same time. This limitation requires users to toggle between views, resulting in a fragmented user experience.

   Customer Need:
   The ability to view both scores side by side is important for teams analyzing call quality and agent performance comprehensively. Engagement provides insight into customer interaction levels, while the Scorecard reflects adherence to evaluation… more

   2 votes

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7. Remove company directory from phone

   Hi we have an emergency phone at our location and we would like to remove the company directory if possible? and instead have a list of emergency contacts.

   1 vote

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8. Fax reporting number of pages for Send And Receive including Deleted faxes

   A feature that will allow customers to retrieve data specifically the number of pages for faxes sent and received

   2 votes

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9. Enabling SMS feature automatically

   Customer is not happy regarding our process in manually enabling the SMS feature of a newly added Canadian number for SMS. It would be best if the SMS feature would be enabled by default for Canadian numbers especially if it would be only use to send SMS inside Canada.

   6 votes

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10. Increase timer of queue calls that does not succeed before it gets automatically disconnected

    Callers waiting in the queue gets dropped when reaching 10-15 minutes. Confirmed that there is a 10-minute timer; if the call does not succeed within this time period, it is automatically disconnected.

    1 vote

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11. Voicemail Phone Notification of desk phones should continue to be available for any unread messages even after reboot

    Voice Mail Phone Notification (WMI) of desk phones is no longer available after loss of power or reboot. The backend only sends notifications to switch WMI on or off. It cannot detect if a phone has been rebooted, which might necessitate resending the WMI notification. Suggesting for WMI to stay even after loss of power.

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12. Misleading security email notification about the Contact mailing address changes to an extension

    After I updated the Cover Page Info for one of my extensions, i received a security email notification saying that the Contact mailing address for this extension was changed. This is misleading because nowhere on the Fax Setings Cover Page Info page it mentions that this info is used as Contact mailing address. Please remove this confusion by either adding Contact mailing address label to Cover Page Info page, or rephrasing the security email notification to say Cover Page Info instead of Contact mailing address

    1 vote

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13. size

    We need more size capacity for texting, RC is very limited on picture and attachment size.

    1 vote

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14. Turn off the other extensions notifications when switching extension

    Turn off the other extensions notifications when switching extension

    3 votes

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15. Users will remain visible in the RingCentral App until they are deleted from the Microsoft 365 Settings

    The termed users in the MS 365 as 'Active users', but they marked these termed users as 'Do not show in GAL' and in the RC app, these users are still showing as company contacts; their request is to not show these users in RC app.

    2 votes

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16. I want to ensure that we have a backup of the chats. if a user have lost their chat history, it is very helpful to retrieve their chats.

    Create an SMS backup. One user lost their chat. Having an option to back up all our chats would be a valuable feature.

    1 vote

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17. I want to ensure that we have a backup of the chats. if an user lost their chat history, that is very helpful to retrieve those chats.

    I want to ensure that we have a backup of the chats. Some of our users have lost their chat history, and it's impossible to retrieve those conversations. Having a chat backup option would be beneficial for users, allowing them to recover their data.

    3 votes

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18. Enable Selection or Configuration of Caller ID for Shared Lines in Admin Portal When Using Call Return from Voicemail

    Feature Enhancement Request: Enable Selection or Configuration of Caller ID for Shared Lines in Admin Portal When Using Call Return from Voicemail

    Current Behavior:
    When users listen to voicemail messages over the phone and utilize the call return feature, the outgoing call is automatically placed using the default main phone number as the caller ID. This behavior applies regardless of the line or site the user is associated with.

    Proposed Enhancement:
    Introduce the ability for administrators to configure or allow users to select the appropriate caller ID—specifically the site or shared line caller ID—when initiating a call return from voicemail. This could be managed via the admin portal as a setting for shared lines and presented as a selection submenu under outbound caller ID options during the call return process.

    Benefits:

    Provides users with flexibility to choose the most relevant and professional caller ID based on their site or shared line context.

    Improves caller recognition and reduces confusion for call recipients by ensuring calls display the intended number.

    Enhances overall user experience and communication effectiveness, especially for organizations managing multiple sites or shared numbers.

    Additional Notes:

    The caller ID selection for call return could be integrated as a dedicated submenu within the outbound caller ID settings, labeled clearly as “Call Return Caller ID.”

    If no caller ID is selected, the system should default to the main number to maintain existing functionality and simplicity.

    Feature Enhancement Request: Enable Selection or Configuration of Caller ID for Shared Lines in Admin Portal When Using Call Return from Voicemail

    Current Behavior:
    When users listen to voicemail messages over the phone and utilize the call return feature, the outgoing call is automatically placed using the default main phone number as the caller ID. This behavior applies regardless of the line or site the user is associated with.

    Proposed Enhancement:
    Introduce the ability for administrators to configure or allow users to select the appropriate caller ID—specifically the site or shared line caller ID—when initiating a call return from voicemail.… more

    3 votes

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19. Roles & Permissions that allow access to call recordings for a specific extension only.

    Roles and permissions that allow a user to access call recordings for a specific extension only.

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20. Automatic Blocking of Offensive Voicemail Callers

    It should automatically block those callers who leave a voicemail and detect if there are offensive or derogatory words; in that case, it should block them automatically

    1 vote

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