3885 results found

1. Admin-Controlled User Password Reset and Forced Password Change

   Add a RingCentral admin option that allows administrators to reset a user's password and require the user to change the temporary password upon their next login.

   Current Setup

   Currently, when a user's password needs to be changed, the user must manually initiate the password-change process.

   Requested Enhancement

   Provide administrators with the ability to:

   Reset a user's password from the admin portal.
   Set or generate a temporary password for the user.
   Force the user to change the temporary password to a new password upon their next login.
   Clearly indicate when a user is required to complete the password change.

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2. Spam / Robo Caller Identification Report

   Many organizations receive repeated unwanted calls from the same phone numbers. I would say that our organization receives WAY more SPAM calls since moving to Ring Central which has been on ongoing issue the last few years.

   While it is possible to investigate call activity manually, identifying these callers often requires reviewing call logs, running reports, and looking for patterns across multiple users. This can be both time-consuming and reactive.

   Proposed Enhancement

   Create a report that identifies inbound phone numbers that exceed a configurable call threshold within a specified time period.

   For example, administrators could define criteria such as:

   More than 10 calls per day
   More than 25 calls per week
   More than 50 calls per month

   The report would then highlight any unique inbound phone numbers that exceed the selected threshold.

   Suggested Report Fields
   Inbound Phone Number
   Total Calls Received
   Number of Unique Users Called
   First Call Date/Time
   Last Call Date/Time
   Average Call Duration
   Voicemail Left (Yes/No)
   Call Result (Answered, Missed, Voicemail, etc.)
   User(s) Called
   Account-Level Block Status

   Many organizations receive repeated unwanted calls from the same phone numbers. I would say that our organization receives WAY more SPAM calls since moving to Ring Central which has been on ongoing issue the last few years.

   While it is possible to investigate call activity manually, identifying these callers often requires reviewing call logs, running reports, and looking for patterns across multiple users. This can be both time-consuming and reactive.

   Proposed Enhancement

   Create a report that identifies inbound phone numbers that exceed a configurable call threshold within a specified time period.

   For example, administrators could define criteria such as:

   More… more

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3. All Numbers View - Customize Column Order be Retained when Downloaded

   As an administrator, it's great that the portal allows us to customize the display and order of columns to create a view that works best for our needs. However, when the All Phone Numbers report is downloaded, the export uses the default column order rather than the customized view that was configured in the portal.

   It would be very helpful if the export could retain and download the column order that the administrator has already configured as their preferred view. This would make the downloaded report match what is displayed on screen and provide a more consistent user experience.

   Currently, after each export, we have to manually reorder the columns in Excel to match our preferred layout. For teams that regularly download and work with this report, this becomes a repetitive and time-consuming task.

   As an administrator, it's great that the portal allows us to customize the display and order of columns to create a view that works best for our needs. However, when the All Phone Numbers report is downloaded, the export uses the default column order rather than the customized view that was configured in the portal.

   It would be very helpful if the export could retain and download the column order that the administrator has already configured as their preferred view. This would make the downloaded report match what is displayed on screen and provide a more consistent user experience.

   Currently,… more

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4. Ability to add Custom Fields to Phone Numbers that will be included in the "All Phone Number" download.

   Ability to add Custom Fields to Phone Numbers that will be included in the "All Phone Number" download.

   Our team relies heavily on the "All Phone Numbers" export as our primary inventory report for managing phone numbers across the organization. While the report provides the basic information we need, it doesn't give us a way to track history or store notes related to individual phone numbers. Because of this, we maintain separate spreadsheets and regularly cross-reference information to understand a number's history, status, and any special details associated with it.

   One enhancement that could add a lot of value would be the ability for administrators to create and maintain custom fields for phone numbers, regardless of whether the number is assigned to a user, unassigned, or sitting in inventory. Even better, those custom fields could be included in the "All Phone Numbers" export.

   Some examples of fields that would be helpful are:

   Date Assigned
   Date Removed
   Notes

   These are just examples, but they illustrate the type of information many organizations may want to track. The Notes field, in particular, would be extremely useful because it could be used to document assignment history, porting details, ownership changes, special instructions, business justifications, or any other information relevant to a phone number.

   Having the ability to create organization-specific fields would give customers the flexibility to track the information that matters most to them without relying on separate spreadsheets and manual processes.

   From our perspective, this would:

   Reduce the need for external tracking spreadsheets
   Improve data accuracy
   Save administrative time
   Help make RingCentral the single source of truth for phone number management

   I imagine many other organizations face similar challenges and maintain side spreadsheets to track information that can't currently be stored within RingCentral. Adding customizable fields for phone numbers could be a valuable enhancement for existing customers and a great feature to highlight for prospective customers as well.

   In our case, more than 95% of our phone number inventory now resides in RingCentral. Being able to manage both the numbers and their associated history within the platform would be a huge benefit and would significantly reduce the need to maintain separate tracking systems.

   Thanks for taking a look at this idea. We believe it could provide value for many RingCentral customers, and we'd be happy to share additional examples or feedback if it would be helpful.

   We appreciate your consideration!

   Ability to add Custom Fields to Phone Numbers that will be included in the "All Phone Number" download.

   Our team relies heavily on the "All Phone Numbers" export as our primary inventory report for managing phone numbers across the organization. While the report provides the basic information we need, it doesn't give us a way to track history or store notes related to individual phone numbers. Because of this, we maintain separate spreadsheets and regularly cross-reference information to understand a number's history, status, and any special details associated with it.

   One enhancement that could add a lot of value would… more

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5. Expanded Business Analytics Access for Call Queue Managers

   Feature Request Description

   We would like to request an enhancement to Business Analytics that allows administrators to grant managers access to analytics reports for users outside of their assigned call queue, without requiring them to have the Super Admin role.

   Currently, only Super Admins have full visibility and access to Business Analytics reports across all users. Managers assigned to specific call queues appear to have their visibility limited to the users within their assigned queue.

   Business Need

   Organizations often assign managers to specific call queues while still requiring them to monitor and analyze performance across multiple teams, queues, or users. Requiring a manager to have Super Admin access solely for reporting purposes may provide more administrative privileges than necessary.

   A more flexible permission model would allow organizations to maintain appropriate administrative controls while giving managers the reporting visibility they need to perform their responsibilities.

   Requested Enhancement

   Please consider adding a Business Analytics permission that allows administrators to:

   Grant managers access to Business Analytics reports beyond their assigned call queue.
   Select specific call queues, users, departments, or groups that a manager can view.
   Allow managers to have broader read-only analytics access without granting full Super Admin privileges.
   Maintain the existing role and administrative restrictions while providing more granular analytics permissions.
   Example Use Case

   A manager is assigned to Call Queue A, but they are also responsible for monitoring the performance of Call Queues B and C. They need access to Business Analytics reports for agents across all three queues.

   Under the current permissions, the manager may need Super Admin access to obtain this broader visibility. This creates an unnecessary gap between the manager's operational responsibilities and the available reporting permissions.

   Expected Benefit

   Providing granular Business Analytics permissions would:

   Give managers the visibility needed to effectively manage their teams.
   Reduce the need to assign Super Admin privileges solely for reporting purposes.
   Improve security by supporting the principle of least privilege.
   Provide organizations with greater flexibility when configuring roles and reporting access.
   Make Business Analytics more useful for organizations with multiple call queues and management teams.
   Suggested Feature

   Introduce a custom Business Analytics access/visibility permission that can be assigned independently from the Super Admin role, allowing administrators to define the scope of reports a manager can access.

   Feature Request Description

   We would like to request an enhancement to Business Analytics that allows administrators to grant managers access to analytics reports for users outside of their assigned call queue, without requiring them to have the Super Admin role.

   Currently, only Super Admins have full visibility and access to Business Analytics reports across all users. Managers assigned to specific call queues appear to have their visibility limited to the users within their assigned queue.

   Business Need

   Organizations often assign managers to specific call queues while still requiring them to monitor and analyze performance across multiple teams, queues, or users.… more

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6. Ability to Amend an Active Substitute Caller ID

   Create a feature that will allow editing or amending an active Substitute Caller ID. If direct in-place amending or editing of an active Substitute Caller ID were possible, it would provide several administrative and operational benefits for RingCentral accounts:

   Elimination of Verification Friction & Downtime: Admins wouldn't need to re-verify or re-submit full documentation (bills, proof of ownership, signed authorization forms) every time a simple digit error or minor update occurs.

   Faster Turnaround: Instead of waiting 2 days to 4 weeks for manual carrier/RingCentral review, updates could ideally process much faster.

   Simplified Extension Assignment: Updating a substitute number at the system level would automatically propagate to all assigned user extensions and Auto-Receptionist call rules without requiring manual re-mapping.

   Reduced Administrative Overhead: It would save IT admins from managing duplicate temporary entries, tracking pending verification orders, or manually deleting obsolete caller ID entries.

   Create a feature that will allow editing or amending an active Substitute Caller ID. If direct in-place amending or editing of an active Substitute Caller ID were possible, it would provide several administrative and operational benefits for RingCentral accounts:

   Elimination of Verification Friction & Downtime: Admins wouldn't need to re-verify or re-submit full documentation (bills, proof of ownership, signed authorization forms) every time a simple digit error or minor update occurs.

   Faster Turnaround: Instead of waiting 2 days to 4 weeks for manual carrier/RingCentral review, updates could ideally process much faster.

   Simplified Extension Assignment: Updating a substitute number at the… more

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7. Option to Disable Recording Announcement for Paging Calls

   Allow Administrators to Disable the Automatic Recording Announcement for Paging and Internal Communication Calls

   Overview:
   Provide an option for administrators to suppress the "This call is being recorded" announcement when using Automatic Call Recording for specific use cases, such as paging employees or internal communications.

   Current Behavior:
   When Automatic Call Recording is enabled, RingCentral plays a recording announcement at the beginning of every call. This is expected behavior and cannot currently be disabled while maintaining automatic recording.

   Requested Enhancement:
   Introduce a configurable setting that allows administrators to:

   Disable the recording announcement for paging calls.
   Exclude specific extensions, paging groups, or internal calls from the announcement.
   Customize recording announcement behavior based on call type.

   Business Impact:
   Organizations that frequently use RingCentral for employee paging experience delays due to the recording announcement playing before each page. This can reduce efficiency and slow down time-sensitive communications.

   Benefits:

   Faster employee paging and internal communications.
   Improved operational efficiency.
   Greater flexibility in call recording management.
   Better user experience for organizations that rely heavily on paging functionality.

   Allow Administrators to Disable the Automatic Recording Announcement for Paging and Internal Communication Calls

   Overview:
   Provide an option for administrators to suppress the "This call is being recorded" announcement when using Automatic Call Recording for specific use cases, such as paging employees or internal communications.

   Current Behavior:
   When Automatic Call Recording is enabled, RingCentral plays a recording announcement at the beginning of every call. This is expected behavior and cannot currently be disabled while maintaining automatic recording.

   Requested Enhancement:
   Introduce a configurable setting that allows administrators to:

   Disable the recording announcement for paging calls.
   Exclude specific extensions, paging groups, or… more

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8. Paging extension selection on presence button

   I have been told by support there is no work around for adding the extension number automatically dialed along with the *84 page feature code. I figured out if you use *84,3# the page extension will be added without needing to dial it. You may need two commas...

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9. Bulk Configuration for Do Not Disturb Settings

   Use Case / Problem:
   For accounts migrated to the New Call Handling service, the default routing for Do Not Disturb (DND) is hardcoded to "Send to Voicemail." We have a customer with approximately 600 users who do not use voicemail. They need DND calls to route to an Announcement or play a Busy Tone.

   While end-users can manually change their individual DND settings to "Play announcement," there is currently no way for Admins to enforce or configure this setting via User Templates or Bulk Updates. Relying on hundreds of end-users to manually update their personal settings leads to user error and broken call routing.

   Feature Requested:
   Please add the ability for Admins to manage DND call routing preferences in bulk. This could be achieved by:

   1. Adding DND call handling rules to User Templates.
   2. Adding a Bulk Update option for DND settings in the Admin Portal.
   3. Allowing Admins to change the account-wide global default for DND (e.g., changing the default from Voicemail to Announcement or Busy Tone).

   Business Impact:
   Without this feature, large organizations cannot efficiently deploy standardized DND behaviors. It causes significant administrative overhead for IT teams who cannot automate routing standards, resulting in a poor experience for inbound callers.

   Use Case / Problem:
   For accounts migrated to the New Call Handling service, the default routing for Do Not Disturb (DND) is hardcoded to "Send to Voicemail." We have a customer with approximately 600 users who do not use voicemail. They need DND calls to route to an Announcement or play a Busy Tone.

   While end-users can manually change their individual DND settings to "Play announcement," there is currently no way for Admins to enforce or configure this setting via User Templates or Bulk Updates. Relying on hundreds of end-users to manually update their personal settings leads to user error… more

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10. User access level to call queue recording without giving permission from call queue itself

    User access level to call queue recording without permitting the call queue itself.

    3 votes

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11. Option to Allow call queue members to delete voicemail message from inbox only, and restrict them in deleting voicemail from trash.

    Preventing staff from being able to delete the trash is what we want. We want them to be able to delete from the inbox but want it to stay in the trash without staff with messaging permissions being able to delete from the trash.

    2 votes

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12. Audit Trail Logging for Site‑Level Caller ID Changes

    Audit Trail Logging for Site‑Level Caller ID Changes

    Requesting enhancement of the RingCentral Audit Trail to include site‑level Caller ID changes, such as modifications made under individual multi‑site configurations.

    Current Behavior
    The Audit Trail currently logs Caller ID changes only at:

    The company-level Caller ID Name settings.
    The extension-level Outbound CallerID settings.

    This is documented in the Audit Trail change tracking matrix, which shows that Caller ID changes under Company Info (within a site) have exceptions and are not fully logged, while company-level Caller ID Name is logged. [university...entral.com]
    As a result, when an admin updates the Caller ID for a specific site, these updates do not appear in the Audit Log, even though similar actions at the main site do.
    Problem / Impact
    For organizations using multi-site, this creates a compliance and visibility gap:

    No traceability for who modified a site’s Caller ID.
    Security & compliance issues when unauthorized modifications occur.
    Limited audit visibility in multi-admin environments.
    Inconsistency between what is logged for the main site vs. sub-sites.

    Customers expect all Caller ID changes to be fully audited, especially those affecting branding, compliance, and outbound call identity.
    Requested Enhancement
    Extend Audit Trail coverage to include:
    1. Site-Level Caller ID Changes (Company Info → Site Settings)

    Log the user who made the change
    Date/time
    Old value → new value
    Site affected

    1. Multi-Site Caller ID Name updates

    For any site’s Caller ID Name field
    Ensure consistency across all sites

    1. Caller ID settings applied at Site-Default and Site Routing Levels

    Includes default outbound Caller ID assigned per site

    Use Cases

    Multi-site organizations needing audit logs for compliance
    Root-cause analysis when Caller ID is changed unexpectedly
    Security auditing for large admin teams
    Regulated industries (finance, healthcare, government)

    Business Justification

    Ensures transparency and visibility across all Caller ID changes.
    Reduces support tickets caused by difficulty identifying who made changes.
    Aligns site-level features with existing company-level audit capabilities.
    Improves traceability for compliance audits.

    Audit Trail Logging for Site‑Level Caller ID Changes

    Requesting enhancement of the RingCentral Audit Trail to include site‑level Caller ID changes, such as modifications made under individual multi‑site configurations.

    Current Behavior
    The Audit Trail currently logs Caller ID changes only at:

    The company-level Caller ID Name settings.
    The extension-level Outbound CallerID settings.

    This is documented in the Audit Trail change tracking matrix, which shows that Caller ID changes under Company Info (within a site) have exceptions and are not fully logged, while company-level Caller ID Name is logged. [university...entral.com]
    As a result, when an admin updates the Caller ID for… more

    4 votes

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13. Multi-Extension Filtering for Call Logs and IVR External Routing Reports

    Ability to Filter Call Logs by Multiple Extensions and Generate IVR External Routing Reports

    Description:
    Currently, the Admin Portal only allows administrators to select one IVR, Call Queue, User, Group, or AI Receptionist at a time when filtering call logs.

    We would like to request an enhancement that allows administrators to select multiple extensions/entities simultaneously when reviewing call logs.

    Requested Enhancement:

    Allow users to select multiple:
    IVRs
    Call Queues
    User extensions
    Groups
    AI Receptionist extensions
    Allow multiple selections within the same call-log report instead of requiring administrators to run separate reports for each extension.
    Support reporting periods of at least 30 days and 60 days.

    Business Use Case:
    The customer has multiple IVRs configured with Business Hours. In some IVRs, callers can press a key that routes the call to an external phone number.

    The customer needs to review all applicable IVRs at once and determine:

    How many calls entered each IVR.
    How many callers selected the option that routes to an external number.
    Which IVR routed the call externally.
    The destination external number, where available.
    The total number of calls routed externally during the selected reporting period.

    Example:
    Instead of running individual reports for IVR 101, IVR 102, IVR 103, etc., the administrator should be able to select multiple IVRs and generate one consolidated report covering all selected IVRs.

    Requested Reporting Period:
    At minimum, support 30-day and 60-day reporting periods, with the ability to select a custom date range where supported.

    Expected Benefit:
    This enhancement would significantly reduce the time required for administrators to audit IVR call routing and provide a consolidated view of calls that are transferred or routed to external numbers. It would also improve reporting, monitoring, and operational analysis across multiple IVRs, Call Queues, Users, Groups, and AI Receptionist configurations.

    Ability to Filter Call Logs by Multiple Extensions and Generate IVR External Routing Reports

    Description:
    Currently, the Admin Portal only allows administrators to select one IVR, Call Queue, User, Group, or AI Receptionist at a time when filtering call logs.

    We would like to request an enhancement that allows administrators to select multiple extensions/entities simultaneously when reviewing call logs.

    Requested Enhancement:

    Allow users to select multiple:
    IVRs
    Call Queues
    User extensions
    Groups
    AI Receptionist extensions
    Allow multiple selections within the same call-log report instead of requiring administrators to run separate reports for each extension.
    Support reporting periods of at least… more

    1 vote

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14. Would like to have a workflow rule to be triggered when a caller hangs up while in an IVR Menu

    The expected condition is that if a caller hangs up while on the menu, the rule will be triggered and then we will customize it.

    6 votes

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15. Ability to Bulk Update the Audio Settings of all Users

    We would like to have the ability to be able to bulk update the audio settings of all users in the company.

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16. Grouped History & Detail View for 3-Way / Merged Calls

    Provide a grouped view in the Call History in both the Admin Portal for 3-way/merged calls. Admins should be able to click on a single merged call record to expand and view:

    All participants involved in that specific 3-way call session.

    Individual start/end times and total duration for each participant.

    Call recording links associated with the unified merged session.

    1 vote

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17. remove E999 requirement to setup a user

    Hi Team,

    Posting this idea from my Client Natali of Alfa Clean, Client want to know if after super admin setup the e999 succeeding user extension added on the account should no longer asked for it. Client is annoyed that there is still a need for a user to submit E999 to make outbound calls.

    Regards,
    Ram Carillo
    Ring Central Support

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18. Ability to Mask/Hide Incoming Caller ID on Call Queue Calls

    Currently, setting the Inbound Caller ID Display Settings option to "None" on a Call Queue still passes and displays the incoming caller’s ID details (phone number/name) to the answering agent.

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19. Request for Update on Call Log In Progress Status Calls

    Johnnie wants to have the Call Logs updated to which it clearly shows the actual routing even if the call is still In Progress. Currently, if you run a report or check the call logs when a call is in progress, it shows the segment on the very top of where the call is at rather than showing the segments in a listed down manner showing one segment after the other like when a call is already completed. The current Call Log In Progress setting is very misleading for customers trying to understand the call.

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20. Include Raw SIP Response and Q.850 Cause Codes in Call Logs and Analytics

    Please add columns for raw SIP response codes (e.g., 403, 488, 503) and Q.850 cause codes to the downloadable Call Logs and the Analytics Portal. Currently, the logs only show broad terms like "Call Failure" or "Internal Error". This makes it very hard to troubleshoot dropped calls or routing issues without opening a support ticket. Exposing the actual SIP codes would allow admins to find reason of the call failure and fix network, carrier, or device issues immediately.

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