363 results found

1. Add UAE Dial Plan & Home Country

   Red Hat is in the process of turning up a new custom engineered BYOC gateway in Dubai, UAE. They needed local UAE DIDs. UAE regulations require ALL local, LD and International calls to use UAE PSTN.Because we don't have a UAE dial plan users cannot select UAE as their Home Country and therefore customer's UAE DIDs cannot be assigned as a RC DL they can only be added as Additional Numbers (DIDs).As a result we currently have to assign a (pseudo) DL for each user and create complex call routing rules for emergency services.Red HatARR: $3,254,008SFDC Link: https://rc.lightning.force.com/lightning/r/Account/0013400001XCDIOAA5/viewRobert Half International is an existing cBYOC customer with a GW in UAE that would also benefit from having a RC Dial Plan for UAEARR: $2,079,926SFDC Link: https://rc.my.salesforce.com/0012H00001ZJ0bW?srPos=0&srKp=001

   Red Hat is in the process of turning up a new custom engineered BYOC gateway in Dubai, UAE. They needed local UAE DIDs. UAE regulations require ALL local, LD and International calls to use UAE PSTN.Because we don't have a UAE dial plan users cannot select UAE as their Home Country and therefore customer's UAE DIDs cannot be assigned as a RC DL they can only be added as Additional Numbers (DIDs).As a result we currently have to assign a (pseudo) DL for each user and create complex call routing rules for emergency services.Red HatARR: $3,254,008SFDC Link: https://rc.lightning.force.com/lightning/r/Account/0013400001XCDIOAA5/viewRobert Half International… more

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2. Outbound Caller ID Search

   Customer is coming from CloudCall, which has a local presence option that can auto select an outbound CID(covers most major metro cities) to match the dialed number. RingCX, and Dialpad CC can do this, but if MVP simply had a search feature for its built in Outbound CID selection, it would be more attractive to customers that don't necessarily need a full CC package just for this feature. I have recieved feedback from many prospoects that once that list gets more than 20 numbers in it, it becomes too cumbersome for the end user.

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3. Customer would like when a user puts an out of office event in Outlook, they would like an option to put the phone in DND and change the...

   ...status to update automatically to DND or DND-OutOfOffice.. Customer would like when a user puts an out of office event in Outlook, they would like an option to put the phone in DND and change the status to update automatically to DND or DND-OutOfOffice.

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4. Role+Site Domain: Hide Other Sites in Analytics, IVR Menus

   I have had several customers over the years request this, but especially pertaining to larger accounts with many sites. This customer is just the most recent to bring this up.If a user has access to auto-receptionist & analytics (for example, phone system admin) and assign them to a specific site(s)/role domain, that user can still see IVR menus for other sites and also see every other site in Analytics. This can cause a lot of confusion for the end user:1. They can see the IVR menus of other sites, but they are greyed out to where they cannot edit them. If the customer has 100s of IVRs, then the user has to filter through and find the IVR's for their site(s). Per customer feedback, it doesn't make sense to show them these other IVRs. 2. They still have access to view analytics for the entire account. Again, if they have 100s of sites / 1000+ users, this adds extra work for them to locate what they need to see and what their administrators want them to see. Creating subscriptions could help solve, but what each site wants to view for KPIs could be different. Sometimes multiple reports would be needed for each site. This could add up to a lot of work.It would be nice to restrict view to only the user's role domain. We hide other site's call queues, devices, etc in the portal - why not IVRs/Analytics?

   I have had several customers over the years request this, but especially pertaining to larger accounts with many sites. This customer is just the most recent to bring this up.If a user has access to auto-receptionist & analytics (for example, phone system admin) and assign them to a specific site(s)/role domain, that user can still see IVR menus for other sites and also see every other site in Analytics. This can cause a lot of confusion for the end user:1. They can see the IVR menus of other sites, but they are greyed out to where they cannot edit them.… more

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5. Ability to add a note when when you forward a message

   When you forward a message to another team or another member, it would be beneficial to add a note. Right now, after you forward, you have to post a message adding additional content.

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6. Block Robcalls on Company numbers

   Kelly Services is asking if there is a way to block Robo calls from the company numbers that are assigned to IVR’s and Queues. Customer knows they can set this for the users DID in the user settings. Asked the Product Manager (Dieter Rencken) and this is currently not supported to added this as a feature request.

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7. Create a number type like CCRN for customer numbers needing TAS Bypass (aka CCAN)

   Custom Engineering has provided a workaround for customers that need to have calls "bypass" the RC FM/FM (183/200ok) from our PBX and ring directly to the registered endpoint. See (https://wiki.ringcentral.com/pages/viewpage.action?spaceKey=CENG&title=1+CENG+SOLUTIONS+OVERVIEW#id-1CENGSOLUTIONSOVERVIEW-TASBypass) ....We need to create a number type like CCAN (Contact Center Agent Number) so when DB is queried (same as CCRN), the DB return directs the call to ICR/ICP to determine the last registered endpoint. This would remove the need to provision a customer's number in the RCLEC/TelcoNetwork infrastructure to force route these calls to the ICR/ICP components and provide an easier way to manage "TAS BYpass" numbers....OR....create a method of not generating the 183/200 SDP for said numbers if TAS is engaged so there is no early media.

   Custom Engineering has provided a workaround for customers that need to have calls "bypass" the RC FM/FM (183/200ok) from our PBX and ring directly to the registered endpoint. See (https://wiki.ringcentral.com/pages/viewpage.action?spaceKey=CENG&title=1+CENG+SOLUTIONS+OVERVIEW#id-1CENGSOLUTIONSOVERVIEW-TASBypass) ....We need to create a number type like CCAN (Contact Center Agent Number) so when DB is queried (same as CCRN), the DB return directs the call to ICR/ICP to determine the last registered endpoint. This would remove the need to provision a customer's number in the RCLEC/TelcoNetwork infrastructure to force route these calls to the ICR/ICP components and provide an easier way to manage "TAS BYpass" numbers....OR....create… more

   14 votes

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8. Hide Company Number and Fax number from Outbound CLI list

   TonyWhite Group operations across 120 sites in Australia with various car dealerships. they have around 2200 employees.Currently using Cisco On-prem solutions. we have proposed Avaya Cloud Office Solution and deployed 6 sites as pilot project. there is a potential to replace remaining 110+ sites (around 2000 users). however, as part of their business process, they do not want to give access to users to choose main company number as out bound CLI.Requirement: To control company number and company fax number for outbound CLI through Roles .

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9. Provide more context for Cold Transfer/Blind Transfers so the person receiving the transfer can answer the call correctly

   Use Case: Users answer calls and then blind/cold transfer the call to other users. Blind/cold transfers use the ANI and Caller ID of the person performing the transfer.Impact: The person receiving the blind/cold forward is unaware that the call is a forward. They handle the call thinking that it is a direct call from the transferring party. They are not contextually aware that it is a transferred call or who the original caller is.Feature request: Add context to blind/cold transferred calls so that the person receiving the transferred call can understand who the original caller is and who's performing the transfer.Bonus feature request: If the original call was placed to a queue agent, include the queue name in the context details. Example: "Forward from: Customer Service - Ashley Jones" where "Customer Service" is the name of the Call Queue and "Ashley Jones" is the name of the user performing the transfer.

   Use Case: Users answer calls and then blind/cold transfer the call to other users. Blind/cold transfers use the ANI and Caller ID of the person performing the transfer.Impact: The person receiving the blind/cold forward is unaware that the call is a forward. They handle the call thinking that it is a direct call from the transferring party. They are not contextually aware that it is a transferred call or who the original caller is.Feature request: Add context to blind/cold transferred calls so that the person receiving the transferred call can understand who the original caller is and who's performing the… more

   5 votes

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10. Audio Conferencing | Support user / number identification

    Client requests the audio conferencing, the telco conference you have when adding people on the phone as additional participants, to include the phone numbers of the users or the names if phone number known. yt the moment in Jupiter this is not obersevable, you loose the context - refer to the screenshot conference.dIdeally this should behave the same way as within Spartan, see example below spartan conference.

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11. RingCentral Admin Blocking of Calls Should Have the Option on Creating or Including Do Not Call List for the Users

    SF case number 16874612
    https://rc.lightning.force.com/lightning/r/Case/5002H00001S3SjiQAF/view

    Company name: A Place for Mom, Inc
    RC UID 400682008 (362 lines) PST
    Current Total MRR: USD 13,564.03

    Contact name: Brian Lowery
    Contact email: Brian.Lowery@aplaceformom.com

    • This super admin is expecting RingCentral that since it has the Blocking of Caller ID Phone Numbers, it should also have the option to have the Do Not Call list, as well, just like the other phone providers.

    Customer facing feature request article given:
    "Allow Blocking Outbound Calls by Number"
    https://ideas.ringcentral.com/ideas/CUSTCOM-I-257

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12. 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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13. Add time of day logic to RCO IVR menus, without the need for custom answering rules

    Use case: The customer intends to use RingCentral Office IVR menus to handle the open, closed, and lunchtime hours for their 100 MoneyTree stores.Example:

    from Midnight to 8:00 AM

    Press 1 goes to Announcement only extension
    Press 2 goes to Support Call Queue

    from 8:00 AM to Noon

    Press 1 goes to Customer Service Call Queue
    Press 2 goes to Support Call Queue

    From Noon to 1 PM

    Press 1 Goes to Customer Service Call Queue
    Press 2 goes to Announcement only extension

    from 1:00 PM to 5:00 PM

    Press 1 goes to Customer Service Call Queue
    Press 2 goes to Support Call Queue

    from 5:00 PM to midnight
    Press 1 goes to Announcement only extension

    Press 2 goes to Support Call QueueCurrent limitation: In order to cover the open, closed, and lunchtime work flows MoneyTree much build 3x IVR menus for every store. Current impact to the customer: There are a lot of IVR menus that have to be maintained at the account level and store level. It leaves room for more mistakes to be made. It also results in a lot of work having to be done every time they want to make a change to the IVR menu.Feature request: Add time-of-day logic to the IVR menus, that allow for more complex call flows in a single IVR menu. The benefit to customers: It will allow them to maintain fewer IVR menus. It would also allow them to visualize more complex (time of day driven) call flows in our Visual IVR editor.

    Use case: The customer intends to use RingCentral Office IVR menus to handle the open, closed, and lunchtime hours for their 100 MoneyTree stores.Example:

    from Midnight to 8:00 AM

    Press 1 goes to Announcement only extension
    Press 2 goes to Support Call Queue

    from 8:00 AM to Noon

    Press 1 goes to Customer Service Call Queue
    Press 2 goes to Support Call Queue

    From Noon to 1 PM

    Press 1 Goes to Customer Service Call Queue
    Press 2 goes to Announcement only extension

    from 1:00 PM to 5:00 PM

    Press 1 goes to Customer Service Call Queue
    Press 2 goes… more

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14. 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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15. 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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16. 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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17. 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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18. 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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19. 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.

    2 votes

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20. 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

    22 votes

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