104 results found
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Do not apply Call Screening to the Company Directory or Personal Contacts
When a caller is listed in Personal Contacts or within the Company Directory, remove call screening entirely.
2 votes -
Allow Custom Rules ON an IVR (and not just at the site level)
We (Cornell University) have 100's of IVR's on our account so creating each one as a 'site' it would become out of hand. I would love to be able to add a custom rule on an IVR (like you can a call queue). We have to manually change the greeting for any type of closure they need and then remember to go back and change it again. PLEASE add the ability to add custom rules directly to an IVR! Thank you for your consideration.
1 vote -
View number of callers waiting in the queue.
We need to be able to view how many callers are waiting in the queue for an available agent in Ring EX. Additionally being able to see what agents are currently logged into the queue
1 vote -
Enable TAS Bypass Support for PureCloud Integrations
The customer is requesting support for TAS (Task Assignment Service) Bypass specific to PureCloud.
Currently, TAS bypass functionality is only supported for NICE inContact, and there is no equivalent option available for PureCloud integrations. This limitation is impacting call stability and task handling, contributing to issues such as voice drop-offs during active calls when bridged between RingCentral and PureCloud.
Business Impact:
Ongoing call drops during bridged calls
Increased operational disruption for agents
Manual intervention required to recover dropped interactions
Requested Enhancement:
Introduce TAS bypass support for PureCloud, similar to existing NICE inContact behavior
Allow more stable call handling during bridged…
1 vote -
Upload phone numbers in bulk on the callers condition Section , when creating a custom rule
The customer wanted to have a feature where they can upload phone numbers in bulk when creating a call queue under the condition " Callers"
1 vote -
1 vote
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Add "order status" in phone system
Adding "order status" in the phone system. For example, when a customer calls in, they can put their order number in and it will tell or show them the estimated time that it would be ready.
3 votes -
send voicemail webhook
[Context] Currently the only option for Voicemails is to have them route to an email address. My company deals in healthcare and as a result voicemails are "sensitive data" which we would like to avoid sending to email inboxes.
Our RingCX agents mostly work out of our CRM software, which is authorized for sensitive data storage.
It would be extremely beneficial to be able to have voicemails / transcripts / AI summaries sent to an HTTP endpoint... so we can direct the data exactly where we need.
2 votes -
2 votes
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Incoming Call to be routed to Busy Line
The customer would like to have an option where they can route the incoming caller to busy line tone when they are on active incoming call both when their direct number is being dialed or the company number (for user who are used for main number routing) and not to route them on voicemail but still receive an SMS message notification for missed calls.
1 vote -
setting up IVR key presses for more than 20 options
The customer is requesting assistance setting up IVR key presses for more than 20 options
1 vote -
Option for Automatic Call Recording to Capture Hold Messages and Play Disclosures Anytime
Currently, Automatic Call Recording (ACR) does not capture audio that plays during hold time, such as wait messages or call disclosures.
We need the ability for ACR to record these hold messages—particularly when a disclosure message is played to inform callers that the call is being recorded. This ensures compliance and transparency when recordings are enabled.
Additionally, we would like to have the option to play the disclosure message anytime as needed, not just at the start of the call. This flexibility will help ensure the disclosure is heard at the most appropriate time while maintaining a smooth and compliant…
2 votes -
Add the length of time a caller has been on the line as a third option on the caller ID display
Add option to report on which IVR option(s) a customer chooses during a call. This would greatly enhance the ability to determine whether IVR changes are effective.
1 vote -
Nuisance caller re-direct
To combat nuisance callers, we have found that utilising the call blocking feature on the Super Admin account to not be the best method. When these rules are applied, it is very obvious to the nuisance caller that they have been blocked, therefore can simply change the number that they are calling from to circumvent this.
What we have found to be a lot more beneficial is to configure custom rules which re-directs certain caller IDs to a call queue which isn't manned. This then gives the appearance to the nuisance caller that they are waiting in legitimate queue, reducing…
2 votes -
Different Call Status for missed Out of Hours calls
There should be a different status/call result for calls missed during a working day and calls missed outside of working hours.
We run an 8am - 5pm technical support service, and calls received outside of these hours are categorised as 'missed'. Calls that come in during these hours that don't get answered are also categorised as 'missed'. This means we can't rely on using %missed as a KPI.
If calls outside of working hours had a different call result, this would improve performance reporting hugely.
3 votes -
Custom Rules - instead of clicking for each number, simply type the number
Every time I update the date/time of a custom rule I have to click through the date times one at a time. It would be so much easier to just type the time. Ie: 4:30.
1 vote -
Internal Direct Calls to Bypass Ring Group Settings
The customer is requesting a setup where internal calls are routed solely to the user's desk phone, mobile, or desktop application—excluding any additional users defined in their ring group settings. These ring group settings should only be applied to external or client calls received through the direct number shared with clients.
3 votes -
Answering Rules to block area codes based on time
We would like to block outbound calls to certain area codes that are outside of allowable call time frames. For example, we want to block all calls to 808 numbers before 10am. If an agent attempted to call, it would give them an error message. Do we have a way to set this type of block based on area codes?
1 vote -
change hold music in call queue
I would like to upload a custom hold music in the call queue so when customers are on hold they hear our custom announcements.
2 votes -
External number transfer option on site level call routing
Some of our sites use an answering service for after hours and would like to be able to manage that from the site level instead of having to do it from the call queue for those sites and auto-receptionist for others. This would make scheduling the holidays easier as well.
1 vote
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