13296 results found

1. Outbound SMS with form links and spreadsheet reporting.

   Agents call or text a number, send a form URL, and responses go to a spreadsheet that supervisors can view.

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2. Ability to file ticket to other carriers for call forwarding issues

   We have a customer who is currently facing issues where calls from other financial institutions are being forwarded to them. We would like to request the ability to file tickets with other carriers to resolve this type of issue.

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3. Add GIFs and allow attachments to messaging

   Add the ability to send GIFs and allow users to directly upload attachments instead of having to copy and paste a picture into a note.

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4. Canada Daylight Savings Time Zone issues

   Now that some Canadian Provinces have opted out of following traditional Daylight Savings, the Time Zone settings that were once uniform with the USA, no longer apply. Please make it so that we can manually change the UTC time for a permanent solution without limiting it to any specific Time Zone.

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5. Enable capturing IVR options from a caller so this info is auto added at the start of a call recording

   Enable capturing the IVR options from a caller so this info is auto added at the start of a call recording and can be reported on when the call is transcribed. For example, a caller calls and is immediately prompted to identify the intended staff member they would like to speak to, asks the caller to state their name, then prompts the caller to state which client they are calling about, and then it prompts the reason for the call. So when a call is saved and transcribed, these 4 pieces of important information are always at the start of each call.

   Enable capturing the IVR options from a caller so this info is auto added at the start of a call recording and can be reported on when the call is transcribed. For example, a caller calls and is immediately prompted to identify the intended staff member they would like to speak to, asks the caller to state their name, then prompts the caller to state which client they are calling about, and then it prompts the reason for the call. So when a call is saved and transcribed, these 4 pieces of important information are always at the start of… more

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6. AVA availability on the RingCentral App

   As of now AVA is yet not available for everyone and
   they said it is on Beta, but AVA is very useful and we really needed it to be added to our account

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7. Add customizable inline badges (location, local working hours, team, and role) beside sender names to give instant operational context

   Feature Request: Contextual Inline Identity Badges (Location, Working Hours, Team & Role)

   Summary
   Enable customizable, compact inline metadata pills/badges directly alongside user display names in message headers (building upon the current basic flag/city indicators). This allows team members to instantly understand who they are communicating with, their operational hours translated to the reader’s local time, and their organizational context without hovering, opening profile cards, or context switching.

   The Problem & Value Proposition
   Cognitive Overhead & Context Loss: In distributed, cross-functional organizations, users frequently collaborate with teammates across different geographies and departments. Remembering everyone's location, time zone, department, and seniority level is mentally taxing.

   Friction in Async Collaboration: Determining whether a coworker is currently working requires clicking their avatar, inspecting their profile, and mentally calculating time zone offsets. This micro-friction often leads to delayed urgent requests or inappropriate out-of-hours pings.

   Organizational Blind Spots: In large channels (e.g., incident response, announcements, or company-wide help desks), readers often lack context on whether a poster is a triage engineer, a decision-maker (director/VP), or an external stakeholder, leading to unnecessary back-and-forth clarification.

   Primary Value:
   Presents crucial operational context at the point of consumption, saving time, reducing cognitive strain, and streamlining asynchronous handoffs.

   Proposed Feature Details

   Visual Format (Inline Header):

   [Avatar] John Smith 🇪🇸 Valencia · [Working: until 5 PM (2h left)] · [Core Backend] · [Staff Engineer]

   Location: Country flag + optional city name (e.g., 🇪🇸 Valencia).

   Dynamic Working Hours: Automatically translated to the viewer’s time zone (e.g., Active · ends 5:00 PM or Off-hours · starts tomorrow 9:00 AM).

   Team / Department Badge: Highlighting primary ownership (e.g., Core Platform, Design Ops).

   Role / Seniority Tag: Functional title or level (e.g., EM, Security Lead, Staff Eng).

   Data Ownership & Governance Model

   To prevent visual clutter while ensuring compliance and utility, configuration should operate across three tiers:

   1. Global / Admin Level (Controlled by Workspace Admins)
      • Sync core role, title, and department directly from HRIS/IdP systems (e.g., Okta, Workday, Google Workspace) to maintain a single source of truth.
      • Set org-wide default visibility settings and allowable badge fields.
   2. Channel Level (Controlled by Channel Owners / Admins)
      • Define required or hidden metadata pills per channel type. Example: An incident management channel can mandate "Role" and "Timezone/Working Hours," whereas a social channel can hide roles to minimize clutter.
   3. User Level (Controlled by Individual Users)
      • Set working hours and scheduling preferences.
      • Control privacy settings (e.g., toggle between country flag only vs. city-level precision).
      • Select primary display team/project for cross-functional staff.

   UX & Display Considerations
   Progressive Disclosure: On narrow screens or dense view modes, show an abbreviated chip (e.g., 🇪🇸 · Platform · 🟢) that expands on hover.

   Visual Hierarchy: Use muted, secondary text styling or subtle pill containers to ensure the message body and sender's name remain the primary focal points.

   Thread Consistency: Allow the full badge to display on the root message, with a more compact treatment on subsequent replies within the same thread to conserve vertical space.

   Feature Request: Contextual Inline Identity Badges (Location, Working Hours, Team & Role)

   Summary
   Enable customizable, compact inline metadata pills/badges directly alongside user display names in message headers (building upon the current basic flag/city indicators). This allows team members to instantly understand who they are communicating with, their operational hours translated to the reader’s local time, and their organizational context without hovering, opening profile cards, or context switching.

   The Problem & Value Proposition
   Cognitive Overhead & Context Loss: In distributed, cross-functional organizations, users frequently collaborate with teammates across different geographies and departments. Remembering everyone's location, time zone, department, and seniority level… more

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8. Allow the system to recognize dial pad presses for active calls in Park Locations.

   Callers should be able to press a predefined number on their phone (like '99') or dial a specific extension to seamlessly route themselves out of the Park Location and into a designated Message-Only extension or Voicemail box.

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9. CRM whisper for IVR

   Add an option or setting in RingCentral to defer or delay the platform’s answer to an inbound call until the agent or endpoint actually answers.
   This would ensure that any IVR “whisper” or pre-connection message is heard in full by the agent, not played before the agent picks up.

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10. AI tracker

    Currently, AI Trackers trigger immediate visual alerts in the RingCX Supervisor Console under the Interactions view. These alerts appear dynamically based on how the tracker category is configured — for example, displaying an "Unresolved Issues" alert as a red visual tag.

    The request is to support proactive notifications for supervisors, such as pop-ups, toasts, browser notifications, sounds, desktop alerts, or similar. This would allow admins to multitask without having to keep an eye on the Supervisor Console at all times.

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11. Disable Keypad Dialing Tone

    Add setting to disable Keypad Dialing Tone. Does not use the same phone setting on Android.

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12. Separate enablement of SMS and MMS

    Separate enablement of SMS and MMS. have the ability to disable or enable SMS and MMS separately especially for those company who want to restrict users from sending MM but only SMS

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13. Enable Supervisory Access to Agent Call Transcripts and AI-Generated Post-Call Notes in Native RingEX

    Feature Request Title: Enable Supervisory Access to Agent Call Transcripts and AI-Generated Post-Call Notes in Native RingEX

    Feature Description:

    Currently, users assigned the Queue Manager role in native RingEX do not automatically have permission to view or access call transcripts and AI-generated post-call notes belonging to agents within their managed queues.

    The standard Queue Manager role is primarily designed for administrative queue management, including call routing configurations, business hours, greeting and wait settings, and agent membership status. However, access to AI-generated call transcripts and post-call notes remains restricted to the individual extension that handled the call. These details are accessible only through the agent's RingCentral application under Phone > Notes / Transcript.

    Requested Enhancement:

    We are requesting an enhancement that would allow authorized Queue Managers or designated supervisors to view and access call transcripts and AI-generated post-call notes for agents assigned to their managed queues.

    Ideally, the feature should include:

    1. Supervisory Access: Allow Queue Managers to view agent call transcripts and AI-generated post-call notes without requiring access to the individual agent's account.
    2. Queue-Based Visibility: Restrict access to transcripts and notes to agents belonging to queues managed by the authorized supervisor.
    3. Role-Based Permissions: Introduce a configurable permission that administrators can enable or disable for Queue Managers and other designated supervisory roles.
    4. Centralized Access: Provide a centralized interface where supervisors can review agent transcripts and post-call summaries.
    5. Data Privacy and Security: Ensure that access is controlled through appropriate role-based permissions and account-level security policies.

    Business Justification:

    Providing Queue Managers with access to agent call transcripts and AI-generated post-call notes would improve supervisory visibility, quality assurance, coaching, and operational efficiency.

    Currently, supervisors must rely on agents to share their transcripts or post-call notes whenever a review is necessary. This creates additional administrative overhead and limits supervisors' ability to independently monitor customer interactions and evaluate agent performance.

    Implementing this enhancement would allow supervisors to:
    - Review customer interactions more efficiently.
    - Identify agent performance gaps and coaching opportunities.
    - Improve quality assurance and compliance monitoring.
    - Monitor customer concerns and service delivery.
    - Reduce dependency on agents to manually share call transcripts and notes.

    Expected Outcome:

    Authorized Queue Managers and supervisors should be able to independently access call transcripts and AI-generated post-call notes for agents within their assigned queues, subject to administrator-configured permissions and appropriate privacy controls.

    Current Limitation: Queue Manager permissions in native RingEX do not include supervisory access to individual agents' AI call transcripts and post-call notes.

    Feature Request Title: Enable Supervisory Access to Agent Call Transcripts and AI-Generated Post-Call Notes in Native RingEX

    Feature Description:

    Currently, users assigned the Queue Manager role in native RingEX do not automatically have permission to view or access call transcripts and AI-generated post-call notes belonging to agents within their managed queues.

    The standard Queue Manager role is primarily designed for administrative queue management, including call routing configurations, business hours, greeting and wait settings, and agent membership status. However, access to AI-generated call transcripts and post-call notes remains restricted to the individual extension that handled the call. These details are accessible… more

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14. high volume transfer

    Add a UI feature where an external inbound call can be cold transfered to an internal member by "drag and drop."

    Receptionist tend to have a VERY high call volume. She is having to manually search for the peron to cold transfer and THEN press 'transfer'.
    when she is in the process of transferring and another call comes through - it kills the transfer menu she's in and drops the second call completely.

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15. Add a line to the website checklist for SMS registration

    The website checklist is missing a line where it states that the company website has to be accessible WORLDWIDE, as my company has a website only accessible inside of the US and it is part of a franchise so I can not request for it to be open. My registration has been rejected for this reason (among other reasons), but this is the only one that I can not fix on my end. If this registration is getting approved by US phone carriers, and my company only serves clients inside of the US, I can not see the reason why my website not being accessible from outside the US is a problem.

    The website checklist is missing a line where it states that the company website has to be accessible WORLDWIDE, as my company has a website only accessible inside of the US and it is part of a franchise so I can not request for it to be open. My registration has been rejected for this reason (among other reasons), but this is the only one that I can not fix on my end. If this registration is getting approved by US phone carriers, and my company only serves clients inside of the US, I can not see the reason why… more

    •  

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16. Support for Avaya DECT 3735 as compatible desk phone with RingCentral

    Full support for BYOD Avaya DECT 3735 as compatible/supported desk phone with RingCentral

    Current Behavior:

    Supported desk phones under https://support.ringcentral.com/getting-started/desk-phones.html#avaya

    Avaya J139
    Avaya J159
    Avaya J169, J179
    Avaya J189, J189A

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17. Train AI Receptionist from Historical Call Recordings

    Configuring the AI Receptionist currently requires tedious manual setup for FAQs, prompts, and routing logic—even though businesses already have hundreds of proven human receptionist calls stored in RingCentral.

    Proposed Solution: Allow admins to upload or select historical call recordings directly from RingCentral call logs to automatically train the AI Receptionist.

    Core Capabilities: Extract Call Flows: Auto-detect the typical conversation path (greeting - qualification - transfer/booking).Identify Required Questions: Learn which intake details agents routinely ask for (e.g., account ID, address, urgency) before routing.

    Auto-Populate Knowledge Base: Transcribe real caller questions and approved agent answers into ready-to-approve FAQ pairs.

    Admin Review & Safety: Provide an approval dashboard to review/edit inferred rules with automatic PII redaction.

    Value: Cuts AI Receptionist onboarding time from days to minutes while delivering a more natural, accurate caller experience based on top-performing staff.

    Configuring the AI Receptionist currently requires tedious manual setup for FAQs, prompts, and routing logic—even though businesses already have hundreds of proven human receptionist calls stored in RingCentral.

    Proposed Solution: Allow admins to upload or select historical call recordings directly from RingCentral call logs to automatically train the AI Receptionist.

    Core Capabilities: Extract Call Flows: Auto-detect the typical conversation path (greeting - qualification - transfer/booking).Identify Required Questions: Learn which intake details agents routinely ask for (e.g., account ID, address, urgency) before routing.

    Auto-Populate Knowledge Base: Transcribe real caller questions and approved agent answers into ready-to-approve FAQ pairs.

    Admin Review &… more

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18. Enable Focus Mode on Mobile App

    Ability to automatically trigger Mobile App's Do Not Disturb when a RingCentral meeting starts on mobile, with or without using Calendar/Connected Calendar.

    Focus Mode currently available on Desktop App but is not for Mobile App.

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19. Manual Sorting / Drag-and-Drop Functionality for RingCX CSAT Dashboard Scorecards

    The customer is requesting the ability to manually rearrange or custom-sort the survey question scorecards on the RingCX CSAT dashboard. The goal is to allow administrators to align the visual layout of the dashboard scorecards with the exact chronological order of the questions as they are configured in the "Edit Survey" panel.

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20. Allow call queue members to be offered more than 1 call in a ringing state at a time

    The call queue currently allows members to handle more than 1 call at a time, up to 5 concurrent calls.

    Allow queue members to see all calls actively ringing in the queue and let them choose which call to answer.

    Currently, they are only offered 1 call at a time; once that call is answered, another call in the queue will ring the available members.

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    Implemented  ·  AdminGeorge (Sr Director, Product Management, RingCentral) responded

    https://support.ringcentral.com/article-v2/Allowing-agents-to-handle-multiple-calls-in-a-RingEX-call-queue.html?brand=RingCentral&product=RingEX&language=en_US