13291 results found
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Speech-to-Text homophone improvement for AIR
Recently when someone says "Maine" the AIR is interpreting it as "Main" and offering to transfer to the main line. I've added "Main" as a context trigger for "Maine" but is there a way to create a custom rule so that the main line isn't an option at all when someone says "Maine"?
2 votes -
Separate Call Queue and Direct Call Routing
Ability to configure different devices based on the type of incoming call.
Current Requirement:
The customer would like the ability to have:Call Queue calls: Ring only the user's desk phone.
Direct calls to the user: Ring only the user's RingCentral mobile app.
Requested Functionality:
Provide a configuration option that allows administrators to define which endpoint should ring based on whether the incoming call is from a Call Queue or is a direct call to the user.Business Need:
This would allow users to distinguish between queue-related calls and direct calls, while ensuring that each type of call is routed…2 votes -
Call Handling Layout Customization in New Admin Portal
Product / Area: Admin Portal – New Call Handling Service Layout
Core Feature Request
The customer is requesting specific layout and workflow options—currently available in the legacy interface—to be natively supported within the New Call Handling Service layout.Desired Functionality
Layout Adaptability: Integrate the key visual and structural elements of the legacy Call Handling view into the New Call Handling UI, allowing administrators to toggle or customize views based on preference.
Feature Parity: Ensure all call-flow workflows (specifically screen/greeting setups, call forwarding paths, and hold music management) maintain the intuitiveness of the legacy view while running entirely on the new…
2 votes -
Allow to add email notification without needing an extension
Subscribe by email to RingCentral status notifications without needing an extension
2 votes -
Access with making phone calls on unactivated extension
Customer wanted to have option to use unactivated extension with a deskphone to receive/make phone calls.
2 votes -
Separate tab for answered elsewhere calls in RingCentral app
Separate the Answered elsewhere call queue calls from the Missed call list on the RingCentral desktop and mobile app to avoid confusion.
2 votes -
Native Text Copying in Desktop Transcripts & Email Extraction in AI Summaries
Subject: Feature Request: Native Text Copying in Desktop Transcripts & Email Extraction in AI Summaries
Product / Module: RingEX Desktop App / RingSense AI Notes & Transcripts
Category: Call Transcripts & AI Recap Functionality
- Problem Statement Users face significant workflow friction when trying to capture call details from RingCentral AI Transcripts and Recaps:
Inability to Highlight & Copy: The desktop app prevents users from highlighting and right-clicking text inside the call transcript window, forcing them to download .txt files as a workaround.
Omission of Contact Information: Spoken email addresses (e.g., "john dot doe at domain dot com") are frequently excluded…
2 votes -
SMS Notification for AI New Leads
The customer would like to have an option to enable the automatic SMS notification for AI new leads.
2 votes -
Feature Request: Auto-Clear DND Status Upon User Logout
I am submitting this request on behalf of our customer, who would like an administrative setting to automatically clear a user's global "Do Not Disturb" (DND) status (resetting it to "Offline") when they log out of their RingEX applications. Currently, the persistent DND state causes confusion across their organization, as colleagues see logged-off users as "Do Not Disturb" instead of offline. This enhancement would allow administrators to opt out of the default DND persistence and disable it for specific users or the entire account.
2 votes -
Allow the use of a shared email mailbox rather than a unique email as an email to multiple recipients in the Emergency Call List.
Allow the use of a shared email mailbox rather than a unique email as an email to multiple recipients in the Emergency Call List. Currently the system only allows unique emails for the Emergency Call List to proceed. This will allow the Super Admin to assign just one email mailbox for everyone in their organization to access freely.
2 votes -
Disable Shared Inbox Feature on the Admin Portal
Option to Disable Shared Inbox Feature on the Admin Portal so moving forward there's no need to contact support to ask them to disable on their end
2 votes -
Remove Users Access to do Conference Calls via DIalpad
A User Role Permission to remove ability of users to make conference calls via dialpad.
2 votes -
BT Feature Request: Distinguish Internal and External Calls on a Single Base/Line
Request Summary
The customer has a single base and a single line and would like the ability to distinguish between internal and external calls so that specific handsets can be configured to ring depending on the type of incoming call.Current Behaviour
With only one base and one line, incoming calls are presented to the handsets without the ability to differentiate whether the call originated internally or externally.As a result, all relevant handsets may ring regardless of the call type.
Requested Functionality
Introduce functionality that allows the system to identify whether an incoming call is:Internal – originating from…
2 votes -
Support wideband (HD Voice) audio for custom hold music playback
Currently, custom hold music uploads are limited to 8kHz mono (PCM 16-bit or G.711a WAV, or MP3), per RingCentral's documentation. This is narrowband, telephone-quality audio, noticeably lower fidelity than the HD Voice codecs (G.722, Opus) RingCentral already uses for live call audio on supported devices and plans.
I've noticed a clear quality gap: hold music on RingCentral calls sounds significantly worse than hold music I've encountered on calls with other providers, which appear to use wideband audio.
Feature request: allow hold music to be transmitted using the same wideband codecs (G.722/Opus) already supported for live voice, when the call and…
2 votes -
Route After-Hours Call Queue Requested Callbacks to IVR
Allow callbacks requested from a call queue to route to a designated After-Hours IVR menu if the callback is initiated or completed outside of normal business hours.
2 votes -
Enable Live Closed Captions for Phone Calls Without AI Features
Short Description:
Request the ability to enable real-time closed captions for RingCentral desktop phone calls independently of AI features such as Automatic Call Notes or Call Transcription.Closed captioning is an important accessibility feature for users who are deaf or hard of hearing. Organizations should be able to provide live captions to these users without requiring them to enable broader AI functionality that may not be approved by their organization.
Ideally, administrators should have a separate setting or entitlement for Live Closed Captions that can be enabled per user or account without enabling AI call notes, summaries, or other AI…
2 votes -
Call Forwarding on No Answer for Common Area Phones
We would like request for a future system update to support Call Forwarding on No Answer (unanswered call routing) for Common Area Phone.
Currently, these accounts lack the ability to automatically redirect unanswered calls. We request the option to configure unattended call routing for Common Area Phones to forward to either:
An internal extension
An external phone number
2 votes -
Bulk Removal of User Extension Access to Record in RingCentral Video Meetings
Disable user extension access to record video meetings in the RingCentral application completely.
2 votes -
User-Level and Group-Level Restrictions for Whitelisted Destinations
Currently, destination whitelisting is only available at the account-wide level. When a destination is whitelisted, all users across the entire organization automatically gain the ability to dial that destination. There is no mechanism to override this global setting to restrict specific users, roles, or sites from calling those numbers.
Proposed Solution -
Introduce granular call restriction policies that allow administrators to apply whitelists or blacklists at the user and group levels. Specifically, the system should allow admins to:Assign whitelisted destinations exclusively to specific Users, User Groups, Roles, or Sites, rather than the entire account.
Create a custom block/restrict list…
2 votes -
Totally disable transfer in AIR and highly deterministic intake workflows rather than conversational FAQ handling and basic routing
Company requirements need to include zero unconfirmed appointments, guaranteed collection of specific required data points, and absolute prevention of AI-initiated transfers. Completely disable all AI-initiated call transfers, and require intake fields to be made deterministic rather than optional AI guidance.
2 votes
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