13289 results found

1. Requesting the ability to generate a report that shows how many times a specific customer has called regarding a particular issue.

   Requesting the ability to generate a report that shows how many times a specific customer has called regarding a particular issue. This feature would allow tracking repeat interactions for the same issue, helping teams identify recurring problems, measure first-call resolution effectiveness, and improve overall customer experience.

   Currently, tracing is only possible based on the disposition selected by agents. There is no way to see how often a customer has contacted support for the same issue across multiple calls.

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2. Increase Retention Period for Shared Inbox

   The current retention period for SMS in the shared inbox is set to 90 days. We would like to request an extension of this period to better accommodate our customers' needs, allowing for a longer retention duration.

   If possible, align this with the regular SMS Retention policy.

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3. Ability to mask personally identifiable information (PII) in call notes and transcription emails

   Ability to mask personally identifiable information (PII) in call notes and transcription emails

   Use Case / Business Need:
   Need to ensure that sensitive data is protected when call notes and transcriptions are sent via email.

   Desired Functionality:
   Automatic or configurable PII masking in RingEX call notes and transcription emails.

   Clear instructions or interface within RingEX to enable this functionality.

   Impact / Benefit:
   Compliance with privacy and data protection requirements.

   Prevents exposure of sensitive information in emails.

   Improves confidence in RingEX for handling sensitive communications.

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4. Bind IP to Emergency Address

   Bind IP to Emergency Address

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5. Fix time zone in Call UII and #CALL_DTS# token in RingCX's Recordings Delivery process

   The RingCX Recordings Delivery feature allow for the file name to contain token #CALLDTS#, which is "The date and time a call took place". This date/time value is the Eastern Time. Our company is in Central Time zone as specified in the config settings in Ring Central. I understand the #CallDTS# value is taken from the Call UII. Both values should match the time zone specified in the company settings config.

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6. the ability of the SMS Recipient to receive email notification if someone send a text message to the main line

   the ability of the SMS Recipient to receive email notification if someone send a text message to the main line

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7. add the teams as an option when starting a new message

   When drafting a new message, I prefer to click + > New Message (desktop or mobile). It does not allow me to type a team for my new message, only an individual. I hate having to search for the team before I can send a message in it.

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8. Original Caller ID Name of the caller should show up when they transfer/forward call to other extension

   Original Caller ID Name of the caller should show up when they transfer/forward call to other extension

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9. Extend Callback Request Window for Call Queues

   Summary:
   Requesting an enhancement to increase the time window for callers to press “1” to request a callback, or to allow callback requests at any point while the caller is waiting in the queue.

   Current Behavior:
   The callback option is only available during a limited prompt window. Based on the RingCentral support article, callers must press “1” within five seconds of the callback prompt.

   If the caller presses “1” outside of this window, the system interprets the input as an extension instead of a callback request. If Extension 1 does not exist in the customer’s phone system, the caller receives an “invalid extension” error, resulting in confusion and a poor caller experience.

   Reference article:
   Understanding wait message settings for call queues
   https://support.ringcentral.com/article-v2/understanding-call-queue-positioning-and-wait-time-estimates.html

   Requested Enhancement:

   • Increase the callback request input window duration beyond the current five seconds, or
   • Allow callers to press “1” to request a callback at any time while waiting in the queue, regardless of the current prompt phase.

   Summary:
   Requesting an enhancement to increase the time window for callers to press “1” to request a callback, or to allow callback requests at any point while the caller is waiting in the queue.

   Current Behavior:
   The callback option is only available during a limited prompt window. Based on the RingCentral support article, callers must press “1” within five seconds of the callback prompt.

   If the caller presses “1” outside of this window, the system interprets the input as an extension instead of a callback request. If Extension 1 does not exist in the customer’s phone system, the caller receives… more

   4 votes

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10. Add Number for User Based in Philippines

    One of our franchise operators wants to assign a Ring Central number to his administrative assistant. This person's phone number is +63998-***-XXXX which appears to be in the Philippines. The email address is x.xxxxxx@xxxxxx.com. He wants this person to be assigned a number with a 407 area code. Can I do this?

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11. Custom filter for contacts

    Custom filter for contacts where you can filter using custom 'notes' in the desktop/mobileapp

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12. Using Closed Caption in RingCX via SPOG

    We need to implement closed caption in RingCX via SPOG. Currently only standard RingEX calls only has this.

    4 votes

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13. Export Call Queue Tree

    Ability to have an option to export or download the call queue tree set up like IVR.

    4 votes

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14. Detailed call reporting with the recipient's carrier, country and caller ID name

    We need a batch carrier/line‑type (LRN) and CNAM lookup for the attached list of external numbers dialed from our RingCentral account.

    What we need returned per number:
    • Current Serving Carrier (OCN if available)
    • Line Type (e.g., mobile, landline, fixed/non‑fixed VoIP, toll‑free)
    • Caller Name (CNAM), if supported
    • Country (assume US unless otherwise indicated)

    Input attached: uniqueoutboundnumbers.csv with columns DialedDigits, DialedNumber. This would help us calculate precise % of outbound dials to mobile vs. non‑mobile.

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15. Website Click to Dial with RingCentral Desktop App

    We would like the Click to Dial functionality again to call a phone number from a website where the RingCentral icon pops up to dial.

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16. Restore busy signal behavior when Call Waiting is disabled

    When Call Waiting is disabled, the expected and previously existing behavior was that incoming callers would hear a busy signal if the user is already on a call.

    After a recent update, this behavior has changed. Now, when Call Waiting is disabled, incoming calls are automatically routed to voicemail, and the busy signal is no longer played. This change was made without configuration options and affects all users.

    For many organizations, this behavior is not acceptable. Users explicitly disable Call Waiting because they do not want callers to be routed to voicemail or announcements while they are busy. The busy signal is required to clearly indicate that the line is occupied.

    Requested improvement:
    Please restore the ability to play a busy signal when Call Waiting is disabled, either by:

    Reverting to the previous default behavior, or

    Providing a configurable option to choose between voicemail routing and busy signal when the user is busy

    This functionality is critical for user expectations, call flow transparency, and operational workflows.

    When Call Waiting is disabled, the expected and previously existing behavior was that incoming callers would hear a busy signal if the user is already on a call.

    After a recent update, this behavior has changed. Now, when Call Waiting is disabled, incoming calls are automatically routed to voicemail, and the busy signal is no longer played. This change was made without configuration options and affects all users.

    For many organizations, this behavior is not acceptable. Users explicitly disable Call Waiting because they do not want callers to be routed to voicemail or announcements while they are busy. The busy… more

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17. Audit Trail Logging for Site‑Level Caller ID Changes

    Audit Trail Logging for Site‑Level Caller ID Changes

    Requesting enhancement of the RingCentral Audit Trail to include site‑level Caller ID changes, such as modifications made under individual multi‑site configurations.

    Current Behavior
    The Audit Trail currently logs Caller ID changes only at:

    The company-level Caller ID Name settings.
    The extension-level Outbound CallerID settings.

    This is documented in the Audit Trail change tracking matrix, which shows that Caller ID changes under Company Info (within a site) have exceptions and are not fully logged, while company-level Caller ID Name is logged. [university...entral.com]
    As a result, when an admin updates the Caller ID for a specific site, these updates do not appear in the Audit Log, even though similar actions at the main site do.
    Problem / Impact
    For organizations using multi-site, this creates a compliance and visibility gap:

    No traceability for who modified a site’s Caller ID.
    Security & compliance issues when unauthorized modifications occur.
    Limited audit visibility in multi-admin environments.
    Inconsistency between what is logged for the main site vs. sub-sites.

    Customers expect all Caller ID changes to be fully audited, especially those affecting branding, compliance, and outbound call identity.
    Requested Enhancement
    Extend Audit Trail coverage to include:
    1. Site-Level Caller ID Changes (Company Info → Site Settings)

    Log the user who made the change
    Date/time
    Old value → new value
    Site affected

    1. Multi-Site Caller ID Name updates

    For any site’s Caller ID Name field
    Ensure consistency across all sites

    1. Caller ID settings applied at Site-Default and Site Routing Levels

    Includes default outbound Caller ID assigned per site

    Use Cases

    Multi-site organizations needing audit logs for compliance
    Root-cause analysis when Caller ID is changed unexpectedly
    Security auditing for large admin teams
    Regulated industries (finance, healthcare, government)

    Business Justification

    Ensures transparency and visibility across all Caller ID changes.
    Reduces support tickets caused by difficulty identifying who made changes.
    Aligns site-level features with existing company-level audit capabilities.
    Improves traceability for compliance audits.

    Audit Trail Logging for Site‑Level Caller ID Changes

    Requesting enhancement of the RingCentral Audit Trail to include site‑level Caller ID changes, such as modifications made under individual multi‑site configurations.

    Current Behavior
    The Audit Trail currently logs Caller ID changes only at:

    The company-level Caller ID Name settings.
    The extension-level Outbound CallerID settings.

    This is documented in the Audit Trail change tracking matrix, which shows that Caller ID changes under Company Info (within a site) have exceptions and are not fully logged, while company-level Caller ID Name is logged. [university...entral.com]
    As a result, when an admin updates the Caller ID for… more

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18. Feature Inbound calls directly to a SIP trunk feature

    We have a customer requesting a feature that allows inbound calls to be routed directly to a SIP trunk.

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19. AI Notes in Embeddable Widget

    Need to be able to generate and access AI Notes in RingCentral Embeddable Widget.

    4 votes

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20. Disable Dial by Extension

    We need the capability to disable Dial-by-Extension so that the call will strictly follow the extension set for it.

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