171 results found

1. Announce error message instead of busy or engaged tone when a dialed number is disconnected or unavailable

   For sales campaigns or business who depends on outbound calls, they may have phone numbers in their list that they need to call that are either disconnected, unavailable, or simply an invalid number. Most carriers would announce an error message depending on the status of the dialed number.

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2. Feature Request: Have Access Enabling Premium Calling Rates to 09 Numbers

   BackgroundWe provide outbound calling to our customers. Calls to special numbers in the UK vary by ratesProblemWe don't support calls to 09 numbersSteps to Reproduce1) Go to Billing2) Click on Calling Rates3) Disclaimer is seen immediately under calling RatesActual BehaviorAll outbound calls to 09 destinations are blocked and we have no way to unblock themExpected BehaviorWe should be able to support calls to 09 numbers

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3. Product development and features wish list

   1. CORRECT CALLING NUMBER ON BLIND TRANSFER: Show the caller's number when doing a blind transfer. (This is a really big deal. I have been told this repeatedly. Our employees want to know the phone number of the person being transferred to them, not the office number!. On OAH and OAH Wireless we want to be able to use touch tones to blind transfer and have the call recipient see the phone number of the person being transferred to them! This would be my highest priority for improvement of this product. )2. LOCAL SERVERS: OAH needs servers in Texas (to supplement those in California) instead of sending all calls through California. ( Cheaper competitors offer your choice of a nearby city for your servers. OAH is supposed to be -- and is priced as -- a premium offering but routing Texas calls through California isn't very premium. The distance introduces latency and adds "opportunities" for QOS problems with the calls. )3. TRANSCRIPTION: Voicemail to Text transcription. (This is available with the Ring Central retail product and it is disadvantage to the OAH product not to have it. What's the hold up? Leaving this out makes this voicemail ' not very special' because nearly every competitor can email you a WAV file without transcription.)4. ADMINISTRATOR ACCESS: Granular administrator access controls. ( Why can't I allow a department head to just have admin access to their group? Or give a secretary full access to his seat and that of his boss? Now its "all or nothing" -- you have to give admin access to every seat or nothing at all! )5. "NO EARLY ANSWER" OPTION: Allow me to setup a seat to not answer the call until the end user actually answers the call. [ Ring Central depends on other providers specifically NOT answering calls immediately. The fact that other companies don't immediately answer every call is part of what allows RC to work properly. In other words, RC depends on other companies complying with industry standards and Its time to be able to return the favor. Answering early causes problems, but there are solutions which are standards compliant.. One problem we have is because toll calls begin charging when a call is answered and answering early results in incoming callers (e.g. international) paying more in toll charges. Answering early also means our OAH system doesn't play well when connecting to an external OAH or RC number. Please allow the user an option to turn off the immediate answer. If the user wishes, before answering the call OAH can still send "in-band" one-way audio such as music or ringing. Yes, I am saying, before the call is answered. The network was engineered to be able to do that. It is called 'early audio' and this is how custom ringtones were deployed on AT&T Collaborate (and Broadworks) and how cellular providers offer custom ringtones which play music to the caller before the call is answered . RingCentral has a contract with Ericsson, who are experts who know all about this. They will help with this if you ask them. ]6. 'BUSY SIGNAL' OPTION: If a seat is configured to NOT immediately auto-answer every call (see #5), allow the option of giving an actual user busy response -- including the option of turning on DND and returning a busy. ( These features are essential if a seat is used as part of a call que or call center which external to your OAH company group. We have found no real way for an OAH / RC seat to give an actual BUSY signal. )7. POST-DIAL TOUCH TONES: When forwarding or ringing a location, allow sending post-dial / post-answer DTMF and pauses on each call. ( Post-dial DTMF is supported with the OAH contact list when dialing a call. Let's add it to forwarding capabilities to allow navigation of automated attendants and dialing of extension numbers to route calls to locations without direct phone numbers. This capability has been around for over 25 years and is still used by 'International Callback' providers to allow them to reach the customer at an individual extension or even a specific hotel room phone when the customer is travelling. Please add it here. )8. WEBAPP CALL LOG ENHANCEMENT: The Webapp recordings page should show call length and recording lengths in a similar manner to how the administrator portal does. ( Right now its pretty incomplete. )9. MESSAGING ON MAIN COMPANY NUMBER: On OAH 2.0 and OAH Wireless, allow the main company number (i.e. automated attendant) to be able to send and receive SMS and MMS. ( Being able to message from your main company number is a pretty 'common sense' application. Verizon One Talk can do this on their automated attendants and hunt groups and the Hunt Group members can respond to the messages received. )10. CHANGABLE CALLER ID FOR OUTBOUND FAXES. Give users the ability to select what Calling Number (CNUM) to use when sending a fax from the user's Web portal. ( Right now when you send a FAX it seems to show the voice number of the direct user extension. I don't give that out. I would prefer to send from a group number. )

   1. CORRECT CALLING NUMBER ON BLIND TRANSFER: Show the caller's number when doing a blind transfer. (This is a really big deal. I have been told this repeatedly. Our employees want to know the phone number of the person being transferred to them, not the office number!. On OAH and OAH Wireless we want to be able to use touch tones to blind transfer and have the call recipient see the phone number of the person being transferred to them! This would be my highest priority for improvement of this product. )2. LOCAL SERVERS: OAH needs servers in Texas (to supplement… more
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4. ability to identify option selected by caller in the ivr when receiving calls

   customer has their ivr setup to forward all calls to one extension no matter what option the caller selects. customer would like to be able to identify which option the caller selected when user receives the call

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5. RingGroup caller ID labeling and customization

   Current Situation:
   Vonage and Star2Star offer admins the ability to present the RingGroup name and/or custom labels along with the Caller ID name for calls sent to RingGroup members.
   RingCentral does not provide the ability to add custom labels, tags, or prepend text to the caller ID of calls placed to a Virtual Extension RingGroup.
   
   NVA is evaluating RingCentral’s Call Queue and Virtual Extension RingGroups on Yealink T46U’s.
   RingCentral Call Queues, which offer the Caller ID manipulation feature requested by NVA, cannot be used in place of RingGroups due to Call Queues not being able to present more than one call to the primary line. Furthermore, using Call Queue Pickup Member to manage the simultaneous Call Queues is not an acceptable solution because it would require more line appearances than the phone can support due to the number of park locations and speed-dials already needed on the T46U’s by NVA. Furthermore, sidecars are not an acceptable solution to deal with the limited number of line appearances (10x) on the T46U’s because the desks do not have enough room for the sidecars.
   Competition on the DealVonage, Star2Star, and CiscoImpact without FeaturesNVA cannot provide their hospitals with the same level of functionality that they currently have and depend on today. This feature is a show stopper. NVA will be forced to look for a different UCaaS solution other than RingCentral which can provide this end-user experience.Benefits to CustomerNVA will be able to mirror the current functionality they are providing their hospitals with their existing solutions (Star2Star and Vonage) and also deliver a better customer experience with RingCentral.Ideal SituationRingCentral agrees to deliver a solution that allows for customization of the caller ID for calls placed to a Virtual Extension RingGroup, just like it does with Call Queues today. How do they want the labeling to work?
   Calls placed to a Virtual Extension Ring Group would prepend the Virtual Extension’s name to the Caller ID field.
   i.e. - A call is placed to a Virtual Extension with the name “Emergency Hotline.” “Emergency Hotline” would be prepended to the Caller ID name, followed by a “ - “. The call to the Virtual Extension RingGroups be presented as “Emergency Hotline - [Caller ID]”
   What do they want the expected behavior to be when the call is parked or forwarded?The combined Virtual Extension RingGroup name + CallerID name would still be used when an answered call is forwarded or parked (Private).What would be the benefit (measurable and/or intangible) value of having this feature?NVA would be able to provide the same functionality that they have, use, and need today for their hospitals.

   Current Situation:
   Vonage and Star2Star offer admins the ability to present the RingGroup name and/or custom labels along with the Caller ID name for calls sent to RingGroup members.
   RingCentral does not provide the ability to add custom labels, tags, or prepend text to the caller ID of calls placed to a Virtual Extension RingGroup.
   
   NVA is evaluating RingCentral’s Call Queue and Virtual Extension RingGroups on Yealink T46U’s.
   RingCentral Call Queues, which offer the Caller ID manipulation feature requested by NVA, cannot be used in place of RingGroups due to Call Queues not being able to present more than one… more

   2 votes

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6. Position in Queue & Call Back

   The ask is to have RingCentral available in a new upcoming National Health Service (NHS) framework.

   5 votes

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7. Increase textarea box for Text to Speech window for Auto Attendant / IVR

   The text area for the auto-attendant is only two lines. This is not large enough for a customer to see the full text to speech message at a single time. This should be larger to accommodate a better UI/UX. Customer requested minimum of ten rows but ideally fifteen rows. Maybe 20-50% more columns too.

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8. Conference + Transfer Feature

   We hope that this feature would be added to our RingCentral App as it make sense to have the capability to completely transfer a conference call to a 3rd party carrier and keep the call active. Today, in RC App the conference call is just like a merged call and we can't leave the meeting without being disconnected and also we don't have any transfer feature available to it as well. Our customer is at risk now of cancelling their RC Office Premium service if we cannot provide this feature to help them improve their customer service as they support suicide hotlines and they badly needed this feature without them having to upgrade to RC Contact center.

   We hope that this feature would be added to our RingCentral App as it make sense to have the capability to completely transfer a conference call to a 3rd party carrier and keep the call active. Today, in RC App the conference call is just like a merged call and we can't leave the meeting without being disconnected and also we don't have any transfer feature available to it as well. Our customer is at risk now of cancelling their RC Office Premium service if we cannot provide this feature to help them improve their customer service as they support… more

   21 votes

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9. Add 933 dialing support to allow for testing of our 911 Notifications

   Problem: Today, there is no way to test RingCentral 911 notifications for a company's emergency response teams. To validate they are working and that the message content is accurate, we ask that they dial 911. This makes customers feel uncomfortable and puts an unnecessary burden on 911 operators.Added context: Today, we offer customers a way to validate the e911 address and registration status associated with each endpoint. To do so, they dial 933 from a desk phone or RingCentral Phone for desktop (softphone). Our system will playback the direct telephone number of the phone they are dialing from (not the phone set in the Outbound Caller ID), the address they are registered to, and whether they are registered to 911 or not. It is an effective way to support validating the e911 address today.Request: Allow 911 notification to be sent out when dialing 933. This will allow admins, and emergency response teams to adequately test the RingCentral 911 notifications.

   Problem: Today, there is no way to test RingCentral 911 notifications for a company's emergency response teams. To validate they are working and that the message content is accurate, we ask that they dial 911. This makes customers feel uncomfortable and puts an unnecessary burden on 911 operators.Added context: Today, we offer customers a way to validate the e911 address and registration status associated with each endpoint. To do so, they dial 933 from a desk phone or RingCentral Phone for desktop (softphone). Our system will playback the direct telephone number of the phone they are dialing from (not the… more

   15 votes

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10. Limited Extension - "Domestic Calling Allowed" Radio Button

    Ability to allow administrators to enable/disable domestic calling for limited extension seats. This has come up a lot recently where prospects just want common area phones to dial internal extensions only.

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11. Show name when dialing

    when placing an outbound call, show the name of the person I’m trying to call BEFORE hitting the call button. This way I can tell if I’ve dialed correctly.

    14 votes

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12. Forced account codes for outbound dialing

    Request for Forced Account Codes for outbound dialing either by developing a method internally, or by enhancing API functions to allow RSI to build this functionality properly within their system.1) ability to define/add LD authorization code/pin - minimum digit length, 42) ability/option to assign code to user and/or extension3) ability/option to report on code usage, either in CDR or some other report. Report must show user and/or extension, time/date and code.4) ability/options to lock all phones to internal only dialing and prompt caller to enter an auth code/pin when dialing external or an option to specify certain extension must use auth code/pin for public access. Prompting for code can be on the display or a beep at the end of the dial string.Issues with the current implementation of RSI's product as of 10-20-2020 that requires enhancements:For RingCentral Office, we decided to use a delimiter to differentiate the number at the end of the dial string...for example: 9055764575#28999 (where 28999 is the account code)This works well because we can trap the call in progress. Then we verify if the code is valid (against our database of valid client/matter numbers). Then we allow the call to proceed or we terminate the call. There are more elegant ways but then we would need to interact differently with hard phones, soft phones, rc app etc. This method works!The problem:The digits at the end of the dial string #28999 cannot be stripped or prevented from pulsing out at the far end. Therefore, it is possible that we could hit an IVR, Voicemail, AA etc. and be led down a blind path.We are hoping that RC can find a way for us to optionally configure users to prevent dialing extra digits beyond the delimiter?

    Request for Forced Account Codes for outbound dialing either by developing a method internally, or by enhancing API functions to allow RSI to build this functionality properly within their system.1) ability to define/add LD authorization code/pin - minimum digit length, 42) ability/option to assign code to user and/or extension3) ability/option to report on code usage, either in CDR or some other report. Report must show user and/or extension, time/date and code.4) ability/options to lock all phones to internal only dialing and prompt caller to enter an auth code/pin when dialing external or an option to specify certain extension must use… more

    34 votes

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13. Sync VM notification email with RC VM status

    A user receives an email notification of a VM in RC. If users listens to the VM in RC, that is, change from unread to read, change the email notification in user's Outlook to read.

    5 votes

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14. Ability to call short code numbers such as 311

    Background: Ability to call short code numbers such as 311.Problem: Customer is unable to call 311.Steps to Reproduce:1. Dial 311 from his Polycom phoneCurrent Behavior: Getting an error message: Invalid extension.Expected Behavior: Should be able to call 311.

    14 votes

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15. Local French Dialling

    In order for French users to dial locally, users need to have the ability to dial internationally. This is not logical and could create a risk for News UK due to financial impact

    12 votes

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16. Shared Lines on softphone apps

    Need shared lines on mobile devices and softphones - Zoom has this feature.

    4 votes

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17. 0 option when in VM

    0 option when in VM.THis is a std feature in many legacy PBX solutions. When a customer calls into a DL/DID and routes to that DL/DID's VM, they want the customer to have the option to press 0 and have a configurable destination/extension that call routes to:They would like 2 configurable options for a 0 press in VM:1) default to a Site level extension (based on the site the DL is associated with). So, each site will have a configurable default VM 0 extension2) override extension configured at the user level VM settings. So, if this is populated, it overrides the Site level default 0 option

    0 option when in VM.THis is a std feature in many legacy PBX solutions. When a customer calls into a DL/DID and routes to that DL/DID's VM, they want the customer to have the option to press 0 and have a configurable destination/extension that call routes to:They would like 2 configurable options for a 0 press in VM:1) default to a Site level extension (based on the site the DL is associated with). So, each site will have a configurable default VM 0 extension2) override extension configured at the user level VM settings. So, if this is populated, it overrides… more

    2 votes

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18. Toll Restriction

    Ability to toll restrict Premium rate numbers as an option like International

    11 votes

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19. Calendly integration with RCV for RCO, ACO, Unify, Atos, all brands

    Requests for us to integration Calendly with RCV as it is a widely used integration that Zoom and some of our competitors already offer. Some customers have kept their Zoom licenses because we do not have this integration. Another request was to have the integration with Calendly auto generate an RC Video meeting when someone books time with them.

    14 votes

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20. Park Presence recall timer

    Ability to have Park Locations ringback after a defined period of time to the original parker

    13 votes

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