12760 results found

1. Option to Disable or Adjust Shared Line Hold Notification Beeping

   Requesting an option for RingCentral administrators or users to disable, mute, or adjust the volume of the continuous beeping alert that occurs when a call is placed on hold on a shared/monitored line.

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2. Super admin access to call recordings for deleted extensions

   Right now, if an extension is deleted, only the main super admin can access call recordings for that extension. When other super admins try to access those recordings, they get an error message saying "Recording was deleted already due to retention policy."

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3. terrible messaging system

   The messaging system is terrible. We have clients who rely on timely updates, and our messages are critical to keeping them informed. Unfortunately, many of our messages were never sent for reasons we still don't know.

   As a result, several clients canceled their orders because they believed we weren't responding, providing updates, or taking care of their concerns. The messages simply were not delivered.

   This issue has caused our company significant financial losses and has negatively impacted our reputation with customers. It's unacceptable for a messaging platform to fail in such a critical function.

   This has been the worst communication platforms we've used, and we're seriously considering switching to another provider. We are extremely dissatisfied with this experience.

   The messaging system is terrible. We have clients who rely on timely updates, and our messages are critical to keeping them informed. Unfortunately, many of our messages were never sent for reasons we still don't know.

   As a result, several clients canceled their orders because they believed we weren't responding, providing updates, or taking care of their concerns. The messages simply were not delivered.

   This issue has caused our company significant financial losses and has negatively impacted our reputation with customers. It's unacceptable for a messaging platform to fail in such a critical function.

   This has been the worst communication… more

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4. Allow AI Receptionist to Transfer Calls to Shared Lines

   Current Limitation:

   The AI Receptionist can currently transfer calls only to individual user extensions. It cannot transfer calls directly to other extension types, such as Shared Lines.

   Feature Request:

   Add the ability for AI Receptionist to transfer calls to any valid extension within the account, not just user extensions. Supported destinations should include:

   Shared Line extensions

   Business Use Case:

   Many organizations use Shared Lines as their main reception or department numbers. When callers ask for a department such as Sales, Billing, or Customer Support, the AI Receptionist should be able to transfer the call directly to the corresponding Shared Line instead of requiring an individual user extension.

   This would provide greater flexibility, simplify call routing, and allow businesses to fully automate their front desk without redesigning their call flow around individual users.

   Benefits:

   Supports more real-world business call routing scenarios.
   Reduces the need for workaround IVRs or manual call handling.
   Improves the AI Receptionist's flexibility and usability.
   Enables businesses using Shared Lines as departmental numbers to leverage AI Receptionist more effectively.

   Current Limitation:

   The AI Receptionist can currently transfer calls only to individual user extensions. It cannot transfer calls directly to other extension types, such as Shared Lines.

   Feature Request:

   Add the ability for AI Receptionist to transfer calls to any valid extension within the account, not just user extensions. Supported destinations should include:

   Shared Line extensions

   Business Use Case:

   Many organizations use Shared Lines as their main reception or department numbers. When callers ask for a department such as Sales, Billing, or Customer Support, the AI Receptionist should be able to transfer the call directly to the corresponding Shared Line… more

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5. when you set up a shared sms number, automatically allow everyone within the sms group to have access to every message
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6. Call duration that is logged after transfer to queue is often inaccurate

   We frequently have a situation in our call log where a customer has called one queue and a staff member answers, and then transfers the customer to another queue. The log will often show that the duration/wait time of the call after the transfer is over 1 hour, even though the queue it was transferred to has the “maximum caller wait time in queue” set to only 15 or 20 minutes. RingCentral support staff have investigated when this has happened, and have told me that the call actually disconnected and wasn’t waiting over 1 hour, so they have admitted the log is inaccurate in this situation, and have asked me to submit this enhancement request to get this situation fixed.

   We frequently have a situation in our call log where a customer has called one queue and a staff member answers, and then transfers the customer to another queue. The log will often show that the duration/wait time of the call after the transfer is over 1 hour, even though the queue it was transferred to has the “maximum caller wait time in queue” set to only 15 or 20 minutes. RingCentral support staff have investigated when this has happened, and have told me that the call actually disconnected and wasn’t waiting over 1 hour, so they have admitted the… more

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7. Admin Control over AI Assistant Feature Access

   The current user-level, "all-or-nothing" configuration for RingCentral's AI Assistant creates significant operational and compliance hurdles for enterprise customers:
   1.) New extensions default to AI "On" so every newly provisioned user instantly gains access to unauthorized AI features. IT must retroactively manually disable the feature via template or individual extension-level adjustment to prevent unauthorized use and compliance exposure.
   2.) Compliance teams frequently approve low-risk features like AI Writer globally, but strictly restrict high-risk capabilities like AI Notes/Transcription. Because these cannot be decoupled, IT is forced to disable the entire AI Assistant suite for the majority of the workforce, preventing platform adoption.

   Proposed Solution & Functional Requirements:
   Introduce a centralized administrative framework mirroring the existing Meetings Settings hierarchy (Default Switch + Lock Policy) to allow a global "Default Off" posture with modular overrides.

   a.) Global "Default Off" Option: A master switch ensuring all newly provisioned user extensions automatically inherit an "Off" state until explicitly enabled on the extension by an admin.
   b.) Admin Lock Option: An optional lock icon next to each switch to prevent individual users from overriding admin-defined restrictions.
   c.) Granular Component Toggling: Independent toggles for AI Writer, Live Transcription, Closed Captioning, and AI Notes configurable at the Account and User level, following the same configuration as the Default On/Off account-level toggle with lock option for these individual components of AI Assistant.

   The current user-level, "all-or-nothing" configuration for RingCentral's AI Assistant creates significant operational and compliance hurdles for enterprise customers:
   1.) New extensions default to AI "On" so every newly provisioned user instantly gains access to unauthorized AI features. IT must retroactively manually disable the feature via template or individual extension-level adjustment to prevent unauthorized use and compliance exposure.
   2.) Compliance teams frequently approve low-risk features like AI Writer globally, but strictly restrict high-risk capabilities like AI Notes/Transcription. Because these cannot be decoupled, IT is forced to disable the entire AI Assistant suite for the majority of the workforce, preventing platform adoption.

   … more

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8. Disable "Start video call" from team messaging

   Within RingCentral team messaging, any member of a Team can click the "Start video call" button. Doing so instantly rings every single member of that team simultaneously.

   Because this button sits prominently in the UI, it can be easily clicked by accident, where dozens or potentially hundreds of employees in the team are suddenly blasted with a live video call notification, causing workplace disruption, confusion, and embarrassment for the accidental caller. Currently, there is no way for a RingCentral Administrator or Team Owner to disable, hide, or restrict this feature.

   We would love to see RingCentral implement the following granular controls and guardrails to prevent these disruptions:

   1.) Team Size Guardrails (Auto-Disable): * Introduce a smart threshold where if a team has more than 50 people, the "Start video call" capability is automatically disabled by default. An administrator or team owner must then explicitly toggle it on if they want to allow it.

   2.) Team-Level Admin Toggles:

   Give Team Admins/Team Owners the ability to completely disable video calling for any Team. Add an additional option under Team admin settings for video calling, to control who can initiate group video calls within that specific team. Options: Everyone, Team Admins only, or Nobody

   Within RingCentral team messaging, any member of a Team can click the "Start video call" button. Doing so instantly rings every single member of that team simultaneously.

   Because this button sits prominently in the UI, it can be easily clicked by accident, where dozens or potentially hundreds of employees in the team are suddenly blasted with a live video call notification, causing workplace disruption, confusion, and embarrassment for the accidental caller. Currently, there is no way for a RingCentral Administrator or Team Owner to disable, hide, or restrict this feature.

   We would love to see RingCentral implement the following granular… more

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9. Remote Microphone Transmit Gain Controls for Mitel 6930 IP Phones

   Directly Resolves Outbound Low-Volume Complaints: External callers routinely complain that employee volume levels are too low on their side, making it incredibly difficult to hear the company representative when calling into a Mitel 6930 IP Phone.

   Eliminates Localized User Configuration Overhead: Because the RingCentral Admin Portal currently lacks backend audio gain controls, employees must manually navigate physical desk phone hardware menus to fix this. This creates a disjointed user experience and drives up internal IT support tickets.

   Empowers Admins to Standardize Call Quality Remotely: Providing administrators with a way to remotely push microphone transmit gain overrides via centralized settings templates ensures immediate, account-wide audio fixes for Mitel handsets without requiring a manual, hands-on adjustment for every single desk phone.

   Directly Resolves Outbound Low-Volume Complaints: External callers routinely complain that employee volume levels are too low on their side, making it incredibly difficult to hear the company representative when calling into a Mitel 6930 IP Phone.

   Eliminates Localized User Configuration Overhead: Because the RingCentral Admin Portal currently lacks backend audio gain controls, employees must manually navigate physical desk phone hardware menus to fix this. This creates a disjointed user experience and drives up internal IT support tickets.

   Empowers Admins to Standardize Call Quality Remotely: Providing administrators with a way to remotely push microphone transmit gain overrides via centralized settings templates… more

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10. Account-Wide Firmware Update Push for RingCentral-Managed Desk Phones

    We would like the ability for administrators to trigger an account-wide firmware update for supported desk phones, particularly RingCentral-provisioned devices such as Poly VVX 450, Poly VVX 250, and other phones purchased through RingCentral.

    Currently, firmware updates may require individual device actions, scheduled updates, or waiting for automatic deployment. An administrator-initiated bulk firmware update would allow organizations to quickly deploy important firmware releases across all eligible devices.

    Business Need:
    This feature is especially important when firmware updates include critical security patches, vulnerability fixes, stability improvements, or compliance-related updates. Having the ability to push firmware updates across the entire account would reduce administrative effort, improve security posture, and ensure all supported devices remain on approved firmware versions without requiring manual intervention on each phone.

    Requested Functionality:

    Allow administrators to initiate an account-wide firmware update from the Admin Portal.
    Support bulk updates for all RingCentral-supported and RingCentral-purchased desk phones (including Poly VVX 450, Poly VVX 250, and similar models).
    Provide the option to update all eligible devices or selected groups of devices.
    Display firmware update progress and status for each device.
    Allow scheduling updates outside business hours to minimize user disruption.
    Provide success/failure reporting after the update completes.

    Expected Benefits:

    Faster deployment of critical security fixes.
    Improved device security and compliance.
    Reduced administrative overhead.
    Consistent firmware versions across the organization.
    Better visibility into firmware update status and deployment results.

    We would like the ability for administrators to trigger an account-wide firmware update for supported desk phones, particularly RingCentral-provisioned devices such as Poly VVX 450, Poly VVX 250, and other phones purchased through RingCentral.

    Currently, firmware updates may require individual device actions, scheduled updates, or waiting for automatic deployment. An administrator-initiated bulk firmware update would allow organizations to quickly deploy important firmware releases across all eligible devices.

    Business Need:
    This feature is especially important when firmware updates include critical security patches, vulnerability fixes, stability improvements, or compliance-related updates. Having the ability to push firmware updates across the entire account would… more

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11. Preserve SMS Segment Count When Using Line Breaks

    We would like to propose an enhancement to the SMS segment calculation by preventing line breaks from unnecessarily increasing the SMS segment count. Many users add line breaks to improve the readability and organization of their messages, but doing so can sometimes cause the message to exceed the character limit for a single SMS segment, resulting in additional charges. This behavior may lead to confusion and increased messaging costs, even when the message content remains essentially unchanged. By optimizing the way line breaks are handled during segment calculation, while ensuring compatibility with SMS encoding standards and message delivery across carriers, the platform can provide a more user-friendly and cost-effective messaging experience. This enhancement would allow users to format their messages without worrying about unexpected increases in SMS segments, ultimately improving customer satisfaction and usability.

    We would like to propose an enhancement to the SMS segment calculation by preventing line breaks from unnecessarily increasing the SMS segment count. Many users add line breaks to improve the readability and organization of their messages, but doing so can sometimes cause the message to exceed the character limit for a single SMS segment, resulting in additional charges. This behavior may lead to confusion and increased messaging costs, even when the message content remains essentially unchanged. By optimizing the way line breaks are handled during segment calculation, while ensuring compatibility with SMS encoding standards and message delivery across carriers,… more

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12. persist+ in luxembourg

    Persist and Persist+ is not currently available globally. We should support Persist+ in all Global MVP countries

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13. disable DTMF during a voicemail greeting

    We found that while the voicemail greeting is playing, pressing a number (0) initiates a default menu rather than keeping the custom rule intact. We would like to see DTMF input during a greeting disabled.

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14. Enable Custom Key Layout (CKL) Support for Yealink T42S

    Overview
    We would like to request that RingCentral extend support for the Custom Key Layout (CKL) feature to the Yealink T42S desk phone model.

    Currently, newer models like the Yealink T43U fully support CKL, allowing administrators and users to easily configure custom keys (such as Paging, Speed Dial, Intercom, etc.) via the RingCentral Admin Portal. However, the Yealink T42S—which remains a widely deployed hardware model in our environment—currently lacks this capability, limiting our ability to standardize key layouts across our fleet.

    Business Impact & Use Case
    Feature Parity: The Yealink T42S is highly capable hardware, and adding CKL support would bring it to feature parity with the T43U regarding everyday usability.

    Operational Efficiency: Our teams heavily rely on features like Paging and custom speed dials. Without CKL support on the T42S, provisioning these keys requires tedious manual workarounds or leaves users without critical shortcuts that their peers on T43U models enjoy.

    Standardized Deployment: Standardizing the button layout across different Yealink models makes onboarding and training significantly easier for our staff.

    Proposed Solution
    Enable the "Custom Key Layout" menu in the RingCentral Admin Portal for assigned Yealink T42S devices, allowing the same flexible line key mapping (including Paging and BLF options) currently available for the T4XU series.

    Overview
    We would like to request that RingCentral extend support for the Custom Key Layout (CKL) feature to the Yealink T42S desk phone model.

    Currently, newer models like the Yealink T43U fully support CKL, allowing administrators and users to easily configure custom keys (such as Paging, Speed Dial, Intercom, etc.) via the RingCentral Admin Portal. However, the Yealink T42S—which remains a widely deployed hardware model in our environment—currently lacks this capability, limiting our ability to standardize key layouts across our fleet.

    Business Impact & Use Case
    Feature Parity: The Yealink T42S is highly capable hardware, and adding CKL support would… more

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15. Option to create a workflow for Call Queue

    It would be very helpful to have an option to create a workflow on behalf of a call queue and to add the call queue as an SMS recipient when the account has an SMS booster. Currently, it is limited to regular extensions only.

    The customer needs to create a workflow to automatically send an SMS response when someone calls a call queue.

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16. switch accounts sync between mobile app and desktop app

    Ability to have the option to sync the accounts login from the desktop app to mobile app. This will help us to save time and avoiding us to do it separately.

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17. Feature Request: Preserve or Migrate Shared SMS Conversations When Disabling Shared Inbox or Business SMS Booster

    Feature Overview

    We would like to request the ability to preserve, migrate, or convert SMS conversations currently stored in the Shared Inbox when customers disable the Shared Tab or cancel their Business SMS Booster subscription.

    Current Limitation

    Some customers choose to retain the Business SMS Booster solely for access to SMS Templates, while opting to disable the Shared Tab in order to simplify the SMS experience for their users. However, disabling the Shared Tab currently results in the loss of all existing SMS conversations within the Shared Inbox, with no available option to migrate these conversations to users' Direct SMS inboxes or convert them into regular SMS threads.

    A similar issue occurs when customers decide to discontinue the Business SMS Booster and revert to standard SMS functionality. Once the Company Shared SMS Inbox Availability is disabled, all SMS conversations that existed within the Shared Inbox become inaccessible and are effectively removed from the users' view.

    Requested Enhancement

    We are requesting the implementation of one or more of the following capabilities:

    • Allow existing Shared Inbox conversations to be migrated to users' Direct SMS inboxes.

    • Provide an option to convert Shared SMS threads into regular Direct SMS conversations before disabling the Shared Inbox feature.

    • Preserve historical Shared Inbox conversations after the Shared Inbox or Business SMS Booster has been disabled.

    • Offer administrators a migration wizard or export option prior to feature deactivation to ensure no communication history is lost.

    Business Impact

    This limitation creates significant business impact, as customers may lose access to critical communication history with their clients. Many organizations rely on these SMS threads for ongoing customer interactions, historical reference, dispute resolution, compliance requirements, and overall business continuity.

    Without a migration or retention mechanism, customers risk permanently losing valuable conversation history, leaving them unable to review past communications or continue customer engagements seamlessly after disabling the Shared Inbox feature.

    Implementing this enhancement would greatly improve the customer experience, reduce data loss concerns, and provide customers with greater flexibility when managing their Business SMS services.

    Feature Overview

    We would like to request the ability to preserve, migrate, or convert SMS conversations currently stored in the Shared Inbox when customers disable the Shared Tab or cancel their Business SMS Booster subscription.

    Current Limitation

    Some customers choose to retain the Business SMS Booster solely for access to SMS Templates, while opting to disable the Shared Tab in order to simplify the SMS experience for their users. However, disabling the Shared Tab currently results in the loss of all existing SMS conversations within the Shared Inbox, with no available option to migrate these conversations to users' Direct SMS… more

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18. For ACE - Bulk Assignment of Managers for Team level

    Enable Manager Assignment at the Team Level

    Customer Need:
    Customers currently have to assign a manager individually to every ACE-licensed user. This becomes time-consuming and difficult to maintain, especially for larger teams.

    Current Behavior:
    Managers can only be assigned on a per-user basis, requiring repetitive manual updates for each ACE-licensed user.

    Requested Enhancement:
    Allow administrators to assign a manager to an entire team or group in a single action. All current and, optionally, future team members would inherit the assigned manager unless an individual override is specified.

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19. Zero Dialing Per Extension when in VM prompt

    Wants a feature that allows callers to dial "0" after reaching the voicemail prompt to be routed to an alternative extension or operator.

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20. Migrate to TLS 1.3

    TLS 1.3 was released in August of 2018 but the highest version that RingCentral supports is still TLS 1.2. RingCentral should adopt the latest version to provide customers with the highest level of security and compliance.

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