1834 results found
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Per-User Customization for AI Note-Taking Announcements
Overview
Current State: Admins can only set a single "AI is taking notes" announcement for an entire site or account.
Requested Feature: Enable individual users to upload or record their own custom audio announcements that play when they initiate AI Note-taking on a call.10 votes -
Manage call recording using a user group instead of a queue or individual extension
We would like to create user groups and assign users to those groups for whom we want call recording enabled. For example, you have 15 people from accounting, and we want to record all 15 staff members' calls, inbound and outbound. This requires it to be sent individually to record that extension. We would like to be able to create a user group that will allow us to add a user to that group, and they will automatically be included with those recording settings.
10 votes -
Dedicated Quality of Service (QoS) Reporting Dashboard for RingCX
The customer is requesting a dedicated Quality of Service (QoS) analytics report directly within the RingCX platform. Supervisors and administrators need the ability to monitor key network performance metrics—such as MOS (Mean Opinion Score), jitter, latency, and packet loss—specifically for their RingCX agents and contact center voice interactions.
Incorporate a dedicated QoS tracking tab within the RingCX Insights/Reports module that automatically filters and displays network performance metrics exclusively for RingCX interactions.
2 votes -
Make DND, Call Forwarding, and Spam Blocker Settings Independent for External Numbers in Ring Groups
Description / Idea:
Currently, when external numbers are included in a ring group (Ring Settings), any DND, call forwarding, or spam blocker rules applied to those external numbers can unintentionally affect the behavior of the other internal extensions in the same ring group.Proposed Improvement:
Allow DND, call forwarding, and spam blocker settings applied to external numbers to only affect the external numbers themselves, without impacting the rest of the extensions in the ring group.10 votes -
multiple users can answer or join a call simultaneously
The need for several users to be able to join an actual phone call in the case of a medical emergentcy
Old system allowed a person to call a group and anyone available within that group could pick up that call to assist.
They could also see the line and join others on that line to.2 votes -
Voicemail-to-Email Subject Parity for Call Queues
Requesting an update to platform routing architecture to ensure the Call Queue Name is consistently passed as a variable into the Voicemail-to-Email subject line, regardless of whether the call is processed during Business Hours or After-Hours.
The system should retain the Call Queue Name variable during the after-hours routing diversion to voicemail. The subject line should maintain exact parity in and out of hours:
New Voice Message from [QUEUE NAME] - [CALLER ID] on [DATE/TIME]3 votes -
Be able to Shorten the Retention from 90 days to 30 days
I would like to be able to change the retention to a shorter amount. We would like to set it from the default 90 days to 30 days.
3 votes -
Enable DND Sync for the Yealink Phone Model Yealink T57w
Enable DND Sync for the Yealink Phone Model Yealink T57w to Sync with RC app and the Admin portal.
5 votes -
Allow owners to share live CX dashboards with any user, role, or department across the entire organization, regardless of hierarchy.
Current Behavior:
Dashboard sharing is restricted strictly to users within the dashboard owner's immediate hierarchical group. Cross-functional leads, agents outside the direct reporting chain, or upper-level stakeholders cannot access these live views unless they are added to that specific group hierarchy.Expected Behavior: Allow owners to share live CX dashboards with any user, role, or department across the entire organization, regardless of hierarchy.
3 votes -
Option to Disable RingCentral from Outlook Call Notification Pop-ups
Option to Disable RingCentral from Outlook Call Notification Pop-ups
10 votes -
Allow Pre-Chat Forms Without the Mandatory "Message to agent" Field
Currently, customers are trying to build frictionless webchat experiences where an end-user simply clicks a predefined radio button (e.g., "New Enquiry" vs. "Existing Enquiry") and hits submit to enter the queue. They do not want the end-user to type out a message to initiate the chat.
Allow admins to successfully save and deploy a pre-chat form that consists solely of a Category, Custom field, or Messaging variable, without the strict requirement of the Message to agent field. The selected radio button/dropdown value should be sufficient to generate the initial interaction payload and place the user in the queue.
3 votes -
Trigger Lead Capture Questionnaire Based on Intent (e.g., “Sales”) in AI Receptionist
Request enhancement to allow the AI Receptionist to automatically trigger the configured Lead Capture questionnaire when a caller selects or says a specific intent (e.g., “Sales”), without requiring transfer to an extension or call queue.
Current Behavior:
Lead Capture is set to Active.
Sales questionnaire toggle is ON.
A Lead Capture questionnaire is configured (mandatory name/phone + custom questions).
Company greeting asks: “Sales or Support.”
During testing (Test → Chat and Call), when the caller responds “Sales,” the AI responds with:
“Alright, got that noted. Thank you. How can I assist you with sales today?”
However, it does not trigger…
10 votes -
Be able to receive verification code from MIcrosoft.
Receive Microsoft Verification Codes using RingCentral Phone Numbers
18 votes -
Assign a user to be notified of a call back request to the AI receptionist
The AI should either have an ability to store the call back request to a folder where a user is assign and has access to or, an assigned user will be notified of the details if the caller requested for a call back
3 votes -
Option to Customize or Update TTS (Text-to-Speech) Caller Name Voice for Over-the-Phone Voicemail Playback
Product / Integration: RingEX / Telephony Voice Menu (Over-the-Phone Voicemail)
Summary of Request
Customers are requesting the ability to change, update, or improve the Text-to-Speech (TTS) voice engine that reads out the caller's name when checking voicemails over the phone from any desk phone, mobile device, or external phone line.Current Behavior
When checking voicemail over the telephone interface (as documented in Accessing and Managing Your Voicemail), the TUI system prompts:
"Message received on [Date] at [Time] from [Caller Name]"
The specific TTS voice used for reading the [Caller Name] portion sounds unnatural/unpleasant to end users, generating complaints following a…
2 votes -
Feature Request: Auto-Enable AI Video Meeting
Request to have the AI video meeting feature automatically turn on when a video meeting starts, eliminating the need for users to enable it manually.
Benefit: Improves user experience and ensures the AI meeting feature is consistently enabled when needed.
2 votes -
Implementation of Bulk Export for Interaction Transcripts
Currently, interaction transcripts can only be retrieved by opening individual call records, which is time-consuming for large-scale QA, sentiment analysis, and compliance auditing.
Requesting a Bulk Export feature that allows admins and managers to download transcripts in bulk using filters.
6 votes -
Speech-to-Text homophone improvement for AIR
Recently when someone says "Maine" the AIR is interpreting it as "Main" and offering to transfer to the main line. I've added "Main" as a context trigger for "Maine" but is there a way to create a custom rule so that the main line isn't an option at all when someone says "Maine"?
2 votes -
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.
1 vote -
Totally disable transfer in AIR and highly deterministic intake workflows rather than conversational FAQ handling and basic routing
Company requirements need to include zero unconfirmed appointments, guaranteed collection of specific required data points, and absolute prevention of AI-initiated transfers. Completely disable all AI-initiated call transfers, and require intake fields to be made deterministic rather than optional AI guidance.
2 votes
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