1714 results found
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AI Receptionist Greeting Layer
We have a customer who would like multiple layers in the greeting. After the AI Receptionist provides the initial greeting, there should be an additional layer—for example, a follow-up message like, “Thank you, transferring you to the team now.”
1 vote -
Abandoned Calls details in Analytics Portal
The customer is requesting the addition of a feature within the Analytics Reports that would allow them to view detailed metrics on abandoned calls. Specifically, they would like the ability to track the total number of abandoned calls over a selected time period, as well as additional context such as timestamps, call queues involved, and caller information (where applicable). This visibility is critical for evaluating call center performance, identifying potential bottlenecks in call handling, and improving overall customer experience.
3 votes -
Change Phone number location without changing the number
Change Phone number location without changing the number
Our phone numbers (804 area code) are associated with the location Petersburg, even though Richmond, VA, which has the same 804 area code. Is there any way we can change the location information to say Richmond instead of Petersburg without changing the phone number? Also, the caller ID is set up to say EVR Research, but the location is the only thing that shows up when we call someone
12 votes -
Chat Scorecards
It would be great if there was an internal process for supervisors to use a scorecard template for an agent's online chat with a customer. This could be similar to what's available for phone calls through RingSense. Even though there wouldn't be an AI generated option for the chat scorecard, being able to design the questions and have it attached to a chat record for agents to access would be a great way to keep everything within the platform. Currently, I print a PDF copy of the chat log and attach it to an evaluation form that I created.
1 vote -
enable assisted provisioning for the following Yealink device (T73U) on RingEX Standard
Please enable assisted provisioning for the following Yealink device (T73U) on RingEX Standard.
Currently, this feature is only available for Core and higher packages.
1 vote -
Automatic Call Transfer Post-Answer Without User Intervention
We request the implementation of a feature that allows an incoming call to be automatically transferred from one user’s desk phone (User1) to another user’s extension (User2) immediately upon answer, without requiring any manual action or call forwarding setup by User1.
Currently, call forwarding or manual transfer requires user interaction or specific ring group configurations. However, our use case demands a seamless automatic transfer process that triggers right after User1 picks up the call, ensuring no disruption or additional steps for the initial recipient.
This feature would greatly improve workflow efficiency in environments such as auto-dialer setups or specialized call…
4 votes -
Advanced Support Elite RingEX quantities are 1:1 for lines but aren't billed that way.
Advanced Support Elite RingEX quantities are 1:1 for lines but aren't billed that way. The full quantity of this billing item are billed to a single cost center. Please change this so that they are billed to the line they are assigned to so customers don't have to break out the charges manually.
1 vote -
Allow non super admins to edit presence settings on there phone
I would like Non superadmins (users) to beable to edit the presence of there phone that way users can edit the area where the speed dials (BLFs) appear.
this would let a user se the blf to a certain spot on there phone such as expansion pack
13 votes -
Call log transcript
Importing the call summary from call logs as a whole file without having the need to download the transcript on the app
1 vote -
Case Severity
RingCentral customers should be able to modify the case severity through the support portal.
8 votes -
making it easier to start as we are migrating to ring central from avaya
Maybe have a human show how to use before we transistion
1 vote -
Automatically change the caller ID number prevent their number from being tagged as spam.
The customer is inquiring about a feature that would allow them to automatically change the caller ID number when their main number reaches a specific number of outbound calls. They want to know if this feature can use numbers from their inventory of existing active numbers to prevent their main number from being tagged as spam.
1 vote -
Support for RingCX Requeue Shortcuts within Salesforce Service Cloud Voice (SCV) Omni-Channel
Currently, Requeue Shortcuts configured in the RingCX Admin portal are only visible in the native RingCX Agent interface or Open CTI. When using the Service Cloud Voice (SCV) integration, the Salesforce Omni-Channel "Transfer" UI only surfaces standard Salesforce Queues. It does not recognize or display RingCX Requeue Shortcuts, leading to a fragmented user experience.
Business Impact:
Increased AHT: Agents must manually search for queues or use external workarounds, adding 15–30 seconds to every transfer.
Routing Errors: Without shortcuts, agents are more likely to transfer to the wrong queue, leading to poor customer experiences and "circular" transfers.
Feature Disparity: Customers lose…
1 vote -
Use message-only extension to log in to the developers portal
Have an option to use a message-only extension to log in to the developers portal
2 votes -
Restricting Users to change their status to Do not Disturb
Can you enable setting to control Do Not Disturb settings. We would like a way to not allow a set of users the ability to set their phone to do not disturb.
1 vote -
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…
1 vote -
Improve Real-Time Manager Assignment Updates on RingSense Roster
Currently, when a user’s manager assignment is updated in the roster, the change does not take effect in real time and typically requires 5–10 minutes to reflect correctly. This behavior is expected, as manager assignments can cascade and the hierarchy-building process runs on a scheduled interval.
We recommend enhancing this process to significantly reduce the delay. Improving the speed at which managerial hierarchy updates are applied would provide a better user experience, especially for time-sensitive reporting, permissions, and workflow dependencies that rely on accurate manager relationships.
Requested Improvement:
Optimize or redesign the hierarchy update process to enable near real-time or…2 votes -
delete transcript
Description: I am requesting the ability to manually delete transcript history within the app. Currently, users lack sufficient control over removing these records once they are generated. We need a clear "Delete" option for individual transcripts, as well as a multiple selection tool to delete several entries at once. This is essential for user privacy and keeping our history logs organized.
1 vote -
Notification which lets you know that an individual you are tracking on messaging turned to Green status.
Notification which lets you know that an individual you are tracking on messaging turned to Green status. This will improve your chances of catching the person when they are available.
1 vote -
turning off advertisement for AI
Turning off advertisement for AI in RC App. Customer don't want to receive ads for this new feature because it interrupts their works. Most of the time the said advertisement is looping.
10 votes
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