156 results found
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Full Call Transcript for Merged Calls
The ability to generate and access a complete, continuous transcript for calls that have been merged (e.g., when multiple participants are combined into a single active call session).
Current Limitation:
At this time, merged calls do not produce a unified transcript reflecting the entire conversation. This creates gaps in documentation and makes it difficult to review discussions in full context.Business Need / Use Case:
Maintain accurate and complete records of multi-party conversations
Improve compliance and documentation
Enhance coaching and quality assurance reviews
Provide better visibility into full customer interactions
Having a consolidated transcript for merged calls would significantly improve…
2 votes -
Time Zone Association for Auto-Receptionist Custom Rule Schedules
Providing the ability to assign a time zone to custom auto-receptionist rules—rather than relying solely on fixed dates and times—ensures accurate call routing, simplifies administration, and supports global, scalable deployments.
2 votes -
AI-driven front line for incoming support calls sync with Zendesk
I've been having a look at your AI Receptionist feature. I wanted to get in touch to see if the workflow we have in mind is doable, and if so, how we'd go about setting it up.
Essentially, what we're after is an AI-driven front line for incoming support calls that can:
- Greet the caller and let them know they're speaking with an AI assistant
- Ask them to describe their issue
- Capture key details like customer name, issue type, and device (e.g., laptop or tablet)
- Automatically create a support ticket in Zendesk with that information, including priority and full call…
1 vote -
preserve caller id from main number to operator extention to user
Hi Team! Hoping for your consideration on implementing this feature.
When a caller calls the main company number and the call gets answered by the operator extension then gets forwarded on any other user extensions on the account the Caller should retain their Caller ID.
All extensions are using Deskphones (POLY)
1 vote -
Disable dial by extension
Disable Dial by Extension options in RingEX. Extensions should have the option to Opt-out of the Dial by Extension where they can dial Super Admins
2 votes -
Incoming Call Information Display for Administrators or Secretaries
Scenario: User A and B are both admins of user C and D. A & B handle the calls for C and D. Customer would like to ring A & B phones if someone calls C or D. A & B should be able to identify the calls if it is for C or D and should also be able to see the caller information (name & number). User C & D should still be able to pick up their calls. Lastly, A & B should be able to transfer the calls internally. This applies both internal and external calls…
1 vote -
Stop Voicemail Recording Automatically Once Threshold Reached
Stop Voicemail Recording Automatically Once Threshold Reached
The system should automatically stop recording voicemail once it reaches a threshold of 3-5 minutes.
These more than 5 minutes voicemails are not being saved on the admin portal or RingCentral app, making customers miss important voicemail messages left without the ability to retrieve.
2 votes -
Feature Request: Direct Routing Bypass of Main Site IVR
The customer requires a direct hand-off from a RingEx Hotdesk number to a RingCX IVR. Currently, the system forces the "Main Site" default IVR greeting before executing the transfer, even when the Main Site IVR is disabled or configured to route elsewhere.
Actual Behavior: When dialing the Hotdesk number, the system plays the default IVR for the Main Site. After the greeting completes (with no user input), the call finally transfers to the RingCX destination.
Expected Behavior: The call should bypass all Main Site greetings and route immediately to the RingCX CCRN IVR.
Impact: Poor caller experience; delay in reaching…
1 vote -
make one save after enter key presses in Auto receptionist
Can you make it so that when Auto Receptionists are being built, that you don't have to have each key stroke. Let the key strokes be defined and then save. It takes longer to have to save it each time.
1 vote -
Resolve voicemail to text. Some voicemail transcriptions fail.
Some voicemail transcription emails do not have the transcription of the voicemail.
7 votes -
RingeCentral mobile version
We prefer the RingCentral Mobile App Version 24.3 for our organization. We like the size of the mobile version and the HUD and setup of the mobile version. We use this version app with our headsets and we do not use desktop phones. Thank you.
1 vote -
Specific caller ID on custom rule
Currently, there is no option to enter a caller ID(e.g. Airbnb) when creating a custom rule. We can only enter the callers' phone numbers or contacts from the address book.
Using a specific caller ID helps us filter calls, especially when multiple numbers share the same caller ID.1 vote -
“Busy/Away”
Add a separate status for “Away from Desk” or “Busy” instead of simply altering between “Available” and “Do Not Disturb”.
1 vote -
Display Site Name When Incoming Call Is Directed to a Site Number
Description of the Idea:
When an incoming call targets a Site Number, RingCentral currently displays the main company or main user name as the caller destination. This behavior is misleading and causes confusion for users, especially in multi-site organizations.Problem Statement:
- The display does not reflect the actual target site, even though the call was placed to a specific site number (X Number).
- Users are shown the main tenant name rather than the name of the site being contacted.
- This prevents staff from identifying which site the caller is trying to reach, impacting call handling, routing, and response efficiency.
Suggested…
6 votes -
Outbound Caller ID
Customer wants to have the option to use the word "UNKNOWN" as an outbound caller ID that can be set up manually for each user.
1 vote -
disable call recording notification
would like to have an option to received a notification on the email if the call recording was turned off or if someone turned it off.
1 vote -
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 -
Transfer straight to voicemail.
We would like an option to transfer a caller directly to an individual's voicemail box if the person is busy. We can only transfer to their line and their phone will ring before allowing the caller to leave a voicemail. I was given a work-around by RingCentral's technical support, *extension#, but it would be nice if there was a button so you don't need to remember everyone's extension numbers.
3 votes
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