12761 results found
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Support for SMS Integrations in Shared Inbox
Currently, the Shared Inbox in the Customer Engagement Bundle (CEB) does not display automated SMS messages sent via third-party integrations such as Agency Zoom. While customer replies to these messages appear in the Shared Inbox, the original automated messages do not, causing confusion for users and incomplete conversation threads.
2 votes -
Pause/Stop Recording Metric for Reports
Create a reportable metric that tracks when users pause or stop the recording during automatically recorded calls.
This metric should be available in the Analytics Portal so leadership can easily identify how frequently (and which users) are using the pause feature. This would help us monitor proper usage and ensure compliance with our call recording policy.2 votes -
Be able to Configure user access rights for call logs and phone numbers across multiple sites
A user with a Custom Role assigned to a specific Role Domain (Site) and granted "Company Call Log" and "Sites Call Log" full access permissions should see ALL call records and ALL recording segments associated with that Site.
2 votes -
assign the meeting host role to another participant
I want to use a functionality in RC where, if the meeting organizer needs to leave early, they can assign the meeting host role to another participant instead of ending the meeting for everyone. This allows the meeting to continue even if the original organizer has to drop.
2 votes -
One Contact - Multiple Email Addresses
Having the ability to have multiple email addresses for one contact in Shared External Contact Directory
2 votes -
2 votes
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Custom Greeting Template
It would be helpful if there were a feature that could apply the same custom greeting, wait message & music across multiple custom rules for call handling without re-recording or re-uploading pre-recorded messages.
2 votes -
Bulk Call Handling Configuration for DID Number Ranges
We need the ability to configure call handling and routing for a sequential block of numbers (e.g., numbers ending in 4101 through 4111) in bulk directly from the Admin Portal.
Currently, if we want to route a specific range of DIDs that are already assigned to existing user extensions to a main company or site number, it requires tedious, manual configuration for each individual number.
Introduce a "Bulk Route by Number Range" option in the Admin Portal.
Administrators should be able to input a start and end number (e.g., xxxx-4101 to xxxx-4111).
The system should allow us to apply a…
2 votes -
Re-add the option to use 'X' when dialing another extension
When dialing another extension, the customer could use 'X' between the main number and the extension number in the RingCentral Phone app. With the RingCentral app, the option is no longer available. It is how they operated before, and they would like to have this option again.
2 votes -
Play call recording announcement, only when human answers the call.
Configure the automatic recording notice, "This call is being recorded for quality assurance and training purposes," only when a human answers the call.
2 votes -
Workflow builder for Queue Calls
There should be an option to create a workflow builder when the call is at the Call queue phase since missed calls would not be detected by the members if the calls came from the queue.
2 votes -
Disable/Turnoff the Inbound international calling
Customer want to disable/turn off the Inbound international calling feature but its currently a limitation on the RC system since we only have a control to enable/disable the outbound international calling
2 votes -
Call forwarding allows the use of star codes
We would like to request a feature that allows the use of star codes for call forwarding. Specifically, we need the ability to activate call forwarding using a code such as *72 followed by the desired forwarding number (e.g., *72 XXXXXXXXX). This is important because calls are forwarded to mobile numbers during after-hours, and the forwarding number may change daily. Having a simple and quick method to enable call forwarding would greatly improve usability for our users.
2 votes -
Instant Teleconsult Scheduling & One-Click Join App
patient-facing mobile/web application that allows Instant appointment booking,patients can schedule teleconsults with available doctors in real-time. One-click video call join — at the scheduled time, patients can join the consult via a single button
Optional reminders — automated email/SMS notifications to reduce missed appointments.
Provider backend integration — syncs with existing RingCentral/telehealth system for scheduling and call management.
Simplifies the teleconsult experience for patients, reducing friction from links or downloads
Speeds up appointment scheduling. Improves patient engagement2 votes -
AI receptionist checks availability of user extension before transfer
We need AI receptionist to check the availability of a user extension. Currently AI receptionist with proactively say "I could not check the person’s availability" and offers to cold transfer immediately. It would better that AIR could check the availability first and if not available then take a message specific to that user.
2 votes -
Endpoint Visibility for Admins in the Admin Portal
Admins need an easier way to identify users on hardphones or the RC App. There should be an indicator in the admin portal.
2 votes -
Option to disable Auto-Hold when answering 2nd call with 5 call queue concurrency
While Maximum Concurrency allows agents to receive multiple queue calls, answering a second call currently forces the first caller onto hold automatically. We need a toggle to disable this Auto-Hold behavior. This would allow an agent to answer a second concurrent call and keep both audio paths active simultaneously (Instant Merge), eliminating the manual "Hold then Merge" steps and providing a seamless experience for high-volume dispatchers and receptionists.
2 votes -
move direct message to shared inbox
Move messages from direct tab to shared inbox
2 votes -
Disable email notification in Workflow Builder
It would be helpful if there were an option to disable the email notifications to users if someone created a workflow builder for them.
Lastly, allow administrators to:
Prevent users from administering Workflow Builder.
Restrict users from creating new workflows.
Block users from executing or triggering existing workflows.
Controls should be role-based or permission-based for flexibility.
Use Cases
Organizations with strict governance or compliance requirements
Limiting automation access to IT or operations teams
Preventing unintended workflow execution by non-authorized users
Benefits
Improved security and compliance
Better role-based access management
Reduced risk of misconfiguration or unintended automation
Cleaner user experience for…
2 votes -
Enhanced Call Logging for IVR-to-Queue Routing Visibility
This request seeks to improve call log accuracy for calls routed through an IVR to a Call Queue, specifically to ensure "Missed" states are captured correctly without requiring workarounds. This enhancement will provide full visibility into the caller journey and eliminate the current technical trade-off between SMS functionality and reporting accuracy.
2 votes
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