11100 results found

1. Inbound / Incoming Calls to be forwarded to that user that initially made contact with the caller.
   2 votes

   Vote Vote Vote

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Vote

   We’ll send you updates on this idea

   New  ·  0 comments  ·  General Phone  ·  Delete…  ·  Admin →
   How important is this to you?

   Not at all You must login first! Important You must login first! Critical You must login first!

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Submit Rating

2. 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

   2 votes

   Vote Vote Vote

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Vote

   We’ll send you updates on this idea

   New  ·  0 comments  ·  General Phone  ·  Delete…  ·  Admin →
   How important is this to you?

   Not at all You must login first! Important You must login first! Critical You must login first!

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Submit Rating

3. 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

   Vote Vote Vote

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Vote

   We’ll send you updates on this idea

   New  ·  0 comments  ·  Accessibility  ·  Delete…  ·  Admin →
   How important is this to you?

   Not at all You must login first! Important You must login first! Critical You must login first!

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Submit Rating

4. 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.

   2 votes

   Vote Vote Vote

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Vote

   We’ll send you updates on this idea

   New  ·  0 comments  ·  Hardware  ·  Delete…  ·  Admin →
   How important is this to you?

   Not at all You must login first! Important You must login first! Critical You must login first!

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Submit Rating

5. 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

   2 votes

   Vote Vote Vote

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Vote

   We’ll send you updates on this idea

   New  ·  0 comments  ·  Admin Portal  ·  Delete…  ·  Admin →
   How important is this to you?

   Not at all You must login first! Important You must login first! Critical You must login first!

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Submit Rating

6. Third party number stop sending SMS to all RingCentral number

   Enable users with non-RingCentral numbers to opt out of SMS from all RingCentral numbers by texting "STOP" to any single RingCentral number. A feature that allows a user can send the word "STOP" to RingCentral's main number and it will opt-out them out to send SMS.

   2 votes

   Vote Vote Vote

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Vote

   We’ll send you updates on this idea

   New  ·  0 comments  ·  SMS/Text  ·  Delete…  ·  Admin →
   How important is this to you?

   Not at all You must login first! Important You must login first! Critical You must login first!

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Submit Rating

7. Ring Central should provide more effort in addressing Ring Central numbers being spoofed to scam/harass people.

   Ring Central should have solutions available for when RC customer numbers are being spoofed and used to harass and scam individuals. These victims will blame RC customers for their predicament, possibly going on social media and unfairly damage the RC customer reputation. Ring Central should also beef up the security of these numbers to reduce the likelihood of them being spoofed int he first place.

   2 votes

   Vote Vote Vote

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Vote

   We’ll send you updates on this idea

   New  ·  0 comments  ·  General Phone  ·  Delete…  ·  Admin →
   How important is this to you?

   Not at all You must login first! Important You must login first! Critical You must login first!

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Submit Rating

8. ADDING YEALINK T48G TO YOUR LIST OF SUPPORTED PHONES
   2 votes

   Vote Vote Vote

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Vote

   We’ll send you updates on this idea

   New  ·  0 comments  ·  HUD & Presence  ·  Delete…  ·  Admin →
   How important is this to you?

   Not at all You must login first! Important You must login first! Critical You must login first!

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Submit Rating

9. Receive faxes 1 page at a time

   I have an idea to be able to view each page as it comes in, instead of waiting for the entire fax to be received. This helps for our case in particular with needing the first 2 pages for referrals and we would be able to call on them quicker rather than waiting for 80 pages to come in.

   2 votes

   Vote Vote Vote

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Vote

   We’ll send you updates on this idea

   New  ·  0 comments  ·  Fax  ·  Delete…  ·  Admin →
   How important is this to you?

   Not at all You must login first! Important You must login first! Critical You must login first!

   We're glad you're here

   Please sign in to leave feedback

   Signed in as (Sign out)

   Close

   Close

   Submit Rating

10. AI tool for using chats as knowledge base and get answers using prompts

    I think it would be good to have an AI tool in RingCentral App chats for using chats as knowledge base and get answers using prompts instead of searching.

    2 votes

    Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    New  ·  1 comment  ·  Team Messaging  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating

11. Persistent Call Notifications in Sleep/Low-Power Modes

    Enhance RingCentral Desktop App for Call Notifications During Computer Sleep Mode

    Currently, when a computer enters sleep mode (or other low-power states), the RingCentral desktop application ceases to function, resulting in missed calls. This is due to the operating system suspending network connections, application processes, and hardware activity to conserve power. Users who rely on the desktop app for critical communications may miss important calls if they briefly step away from their active workstation or if their computer automatically enters sleep mode after a period of inactivity. This creates a gap in communication availability and can lead to frustration and missed business opportunities.

    Proposed Solution/Feature:
    Implement a mechanism within the RingCentral desktop application that allows it to maintain a minimal level of network connectivity and process activity, specifically for the purpose of receiving and signaling incoming call notifications, even when the host computer is in a sleep or low-power state.
    Technical Considerations (Optional, but helpful for developers):
    This could potentially be achieved through:
    "Wake-on-LAN" (WoL) Triggering (if applicable/feasible): While not directly part of the app, explore if the app could leverage or integrate with WoL capabilities to briefly wake the computer or specific network components upon an incoming call.
    Low-Power/Push Notification Service Integration: For operating systems that support it (e.g., modern Windows Standby, macOS Power Nap), integrate with native low-power push notification services. This would allow the RingCentral backend to push a notification that can trigger a minimal wake-up to play an alert without fully resuming the entire system.
    "Always-On" Mode (with User Consent): Introduce an optional setting in the app preferences, clearly labeled, that allows the user to enable a "Persistent Notification Mode." When enabled, the app would request the operating system to maintain a minimal network connection and allow the app to play a specific alert for incoming calls, even when the screen is off or the computer is in a light sleep state. This mode should be designed to be power-efficient.
    Clear User Communication: If such a feature is implemented, provide clear guidance to users on the power consumption implications and how to configure it.
    User Benefits:
    Reduced Missed Calls: Users will be more likely to receive all incoming calls, even when their computer is idle or in sleep mode.
    Improved Reliability: Enhances the reliability of the RingCentral desktop app as a primary communication tool.
    Enhanced Productivity: Prevents workflow disruptions caused by missed calls and the need to constantly monitor computer activity.
    Flexibility: Allows users greater flexibility in managing their computer's power settings without sacrificing call availability.

    This feature request addresses a common pain point for users who rely on their desktop applications for real-time communication. While it's typically a power management issue on the user's end, RingCentral could potentially offer a more integrated solution to mitigate this.
    Here's why this feature request is valuable:
    Improved User Experience: Missing calls due to a sleeping computer is highly frustrating and unprofessional. This feature would significantly enhance the reliability and usability of the desktop app.
    Competitive Advantage: If RingCentral can offer this functionality while competitors cannot (or do so less effectively), it provides a distinct advantage.
    Increased Engagement: Users will be more likely to keep the desktop app open and rely on it if they know they won't miss calls.
    Reduced Support Inquiries: A common reason for support tickets is "my RingCentral isn't ringing." This feature could reduce such inquiries.

    Enhance RingCentral Desktop App for Call Notifications During Computer Sleep Mode

    Currently, when a computer enters sleep mode (or other low-power states), the RingCentral desktop application ceases to function, resulting in missed calls. This is due to the operating system suspending network connections, application processes, and hardware activity to conserve power. Users who rely on the desktop app for critical communications may miss important calls if they briefly step away from their active workstation or if their computer automatically enters sleep mode after a period of inactivity. This creates a gap in communication availability and can lead to frustration and… more

    2 votes

    Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    New  ·  0 comments  ·  Hardware  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating

12. IB calls to Mobile App need to show the calling number, not just the location they're calling from

    We've tested repeatedly and have been unable to make the calling number appear on the IB call screen on the mobile app. All inbound calls seem to only show the location that the number is calling from, and the user needs to review their call history or check the call details while on the call to see the calling number (ANI). Customer in this case would like the ANI to display with the caller ID so they know who's calling.

    2 votes

    Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    New  ·  0 comments  ·  Application  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating

13. Email notification from a repeat caller

    Would like to receive an email notification from the caller that called the main line for more than 3 times.

    2 votes

    Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    New  ·  1 comment  ·  Other  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating

14. View-Only Permission for Phone System Settings

    Currently, there is no option to assign view-only permissions for the Phone System tab and its associated settings. When access is granted, users automatically have full editing rights, which can lead to unintended changes.

    Impact:
    Many organizations require the ability to allow certain users to view Phone System configurations without the ability to modify them. This restriction helps maintain security and control while enabling transparency.

    Requested Improvement:
    Please add the capability to assign view-only permissions specifically for the Phone System settings, including but not limited to:

    Auto Receptionist

    Company Numbers

    Emergency Response Locations

    Groups and Group Templates

    Phones & Devices

    Site Call Handling Template

    This enhancement would provide greater flexibility in managing user roles and permissions.

    Thank you for considering this request.

    Currently, there is no option to assign view-only permissions for the Phone System tab and its associated settings. When access is granted, users automatically have full editing rights, which can lead to unintended changes.

    Impact:
    Many organizations require the ability to allow certain users to view Phone System configurations without the ability to modify them. This restriction helps maintain security and control while enabling transparency.

    Requested Improvement:
    Please add the capability to assign view-only permissions specifically for the Phone System settings, including but not limited to:

    Auto Receptionist

    Company Numbers

    Emergency Response Locations

    Groups and Group Templates

    Phones & Devices

    … more

    2 votes

    Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    New  ·  0 comments  ·  Admin Portal  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating

15. Custom Intercept Handling for Terminating Calls with No Message

    Custom Intercept Handling for Terminating Calls with No Message

    2 votes

    Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    New  ·  0 comments  ·  IVR and call handling  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating

16. Contact Email (optional)

    When editing the welcome email via the Admin Portal it is forcing the customer to put in a contact email in an (OPTIONAL) field. If it's optional why does the customer have to put in an email? Optional must be remove since it's showing as a required field.

    1. Admin Portal - More - Account Settings
    2. Appearance - Email Notifications
    3. Contact Email (optional)

    •  

    2 votes

    Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    New  ·  0 comments  ·  Admin Portal  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating

17. Sync Presence Status

    Current Behavior:
    When a call is routed to a user's extension and answered by any member of the ring group, the Presence status of the main routing extension changes from "Available" to "Busy" or "Unavailable."

    Customer Request:
    The customer would like the Presence status to reflect only the status of the specific extension that answers the call, rather than changing the status of the main routing extension.

    2 votes

    Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    New  ·  0 comments  ·  HUD & Presence  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating

18. Detailed View of Reports in the Admin Portal

    Although we have a view in Admin Portal where users will be able to see the number of abandoned calls on a specific date, it would be better if we could also have an additional option to get a detailed report of these abandoned calls, including the exact date and time where these abandoned calls happened, the status of the agents on a queue when it happened and an option to see if the disconnect was really performed by callers or by anyone within the call queue.

    Additionally, it would also be best if there is a specific view in the Admin Portal or My Extension where users will be able to check the total number of hours/minutes that they logged in to their RingCentral System (app/deskphone), duration of each call taken by a member of the team, the time a user has logged in and logged out of the app/deskphone, as well as the total number of calls a user has attended in a more detailed note.

    Although we have a view in Admin Portal where users will be able to see the number of abandoned calls on a specific date, it would be better if we could also have an additional option to get a detailed report of these abandoned calls, including the exact date and time where these abandoned calls happened, the status of the agents on a queue when it happened and an option to see if the disconnect was really performed by callers or by anyone within the call queue.

    Additionally, it would also be best if there is a specific view in… more

    2 votes

    Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    New  ·  0 comments  ·  Admin Portal  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating

19. deskphone will be able to setup without digital lines.

    The client is thinking when the deskphone will be able to setup without digital lines.

    2 votes

    Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    New  ·  0 comments  ·  Hardware  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating

20. Option to remove all call queue managers without having to recreate the call queue

    Option to remove all call queue managers without having to recreate the call queue

    2 votes

    Vote Vote Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Vote

    We’ll send you updates on this idea

    New  ·  0 comments  ·  Call Queues  ·  Delete…  ·  Admin →
    How important is this to you?

    Not at all You must login first! Important You must login first! Critical You must login first!

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)

    Close

    Close

    Submit Rating