3585 results found

1. Ability to prevent calling blocked numbers

   Ability to prevent calling blocked numbers.
   Option to block outbound for blocked numbers.

   If I block the number on super admin itself we are able to make calls to same number
   we are using other cloud dialer while we blocked the number we cannot make dial
   but I don't know why Ringcentral don't have options

   10 votes

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   New  ·  0 comments  ·  Accessibility  ·  Delete…  ·  Admin →
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2. Group > Call Queues > Overflow Group - Ring Simultaneously

   Group > Call Queues > Overflow Group - Ring Simultaneously. When I configure this, I just get two options Longest Idle and order.

   Reason we find this extremely handy is we can put our admin/receptionist(s) in the first group and then overflow to the rest of the office if they cannot get the call. Improved call flow rather than just ringing everyones PC/Phones/Mobile on every call.

   Thank You

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   26 votes

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3. Preview pasted image in SMS Texts!

   When we copy/paste a screenshot or image into an SMS Text thread it just shows "image.png" and we have no way to confirm if it is the correct image sent to the correct customer/person. We deal with sensitive financial information and this risk bears great consequence for us. Please make a way to see the image that is being pasted into the SMS thread!!

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   8 votes

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   New  ·  1 comment  ·  SMS/Text  ·  Delete…  ·  Admin →
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4. Real time Permanently deletion or removed/deleted user account and call queue in Call Reports

   How to permanently delete a removed/deleted user account and call queue, so it won't populate in Call Reports? Is there any option to force delete and not have to wait 6 months for removal of deleted account? Please advise.

   3 votes

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5. Allow SMS Blocking for Call Queues and IVR menu in the Admin Portal

   As a Super Admin managing our RingCentral environment, I need the ability to block unwanted SMS messages sent to call queue numbers. Currently, RingCentral does not support SMS filtering or blocking at the call queue level, even though these numbers are publicly exposed and often targeted by spam.

   Our main company number is assigned to an IVR, and our support line is routed through a call queue. While individual users can block SMS, this does not prevent spam SMS messages from reaching shared or queue-assigned numbers. This creates unnecessary noise and potential security risks.

   Requested Features:
   Ability to block specific SMS senders at the call queue level.
   Option to apply a global SMS block list across all extensions and queues.
   Admin-level controls to audit and manage SMS traffic to shared numbers.

   Impact: This would improve security, reduce spam, and streamline communication for organizations using RingCentral in enterprise environments.

   As a Super Admin managing our RingCentral environment, I need the ability to block unwanted SMS messages sent to call queue numbers. Currently, RingCentral does not support SMS filtering or blocking at the call queue level, even though these numbers are publicly exposed and often targeted by spam.

   Our main company number is assigned to an IVR, and our support line is routed through a call queue. While individual users can block SMS, this does not prevent spam SMS messages from reaching shared or queue-assigned numbers. This creates unnecessary noise and potential security risks.

   Requested Features:
   Ability to block specific… more

   5 votes

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6. Email Notifications for IVR Menu and Administrative Changes

   We request the implementation of an automated email notification system that alerts designated users or administrators whenever changes are made to critical administrative settings in the admin portal (IVR menus, call queues, etc.)

   This feature will help ensure operational visibility by keeping relevant teams informed about system changes that could impact customer experience or internal workflows. Immediate awareness of unauthorized or unintended modifications will help prevent potential service disruptions, security issues, or system misuse.

   4 votes

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7. Enabling International SMS per user only

   Hello, we're hoping to enable international SMS for a number on our account (1-737-249-6261). Is that possible? We want to avoid enabling the feature for the entire org.

   2 votes

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8. Request to be able to pause automatic call recording (ACR) after warm transfer

   Customer has encountered an issue with inability to stop an ACR after a call has been warm transferred to a colleague.
   The same thing works, if blind transfer is performed. The call recording can then be stopped and resumed by dialing *9.

   2 votes

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9. RingCentral Mobile App SMS Icon Should Be Added Back

   BeeTexting is for the company phone numbers text messages. RingCentral App SMS icon should be used for the direct phone numbers SMS. Just like what the customer has in the RingCentral desktop/web app.

   4 votes

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10. Download SMS logs with Customized Columns

    Ability to Download SMS Logs with Custom Columns on the reports. Currently not able to download SMS logs with the Status column. It only downloads with fixed and specified columns which is not complete as listed on the admin portal.

    3 votes

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11. 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 Improvement:
    Update the incoming call display logic to:

    • Show the name of the site when a site number (X Number) is used for inbound or outbound calls.
    • Ensure the site name replaces the generic main user or tenant name in all relevant RingCentral apps, devices, and logs.

    Use Case Example:

    • A customer calls the Paris office’s site number.
    • The receptionist sees the incoming call labeled as “Main Tenant – HQ,” which is incorrect.
    • Expected behavior: Display “Paris Office” to correctly reflect the called destination.

    Implementation Suggestion:
    - Automatically map X Numbers to their associated site name.
    Modify the call presentation layer to prioritize site name over main user name when the call is made to or from a site number.

    Benefits:

    • Improves clarity for end users
    • Reduces misrouting and confusion during call handling
    • Enhances multi-site support and professionalism
    • Aligns system behavior with user expectations and real-world operations

    Priority:
    Medium, but important for multi-site deployments — ideally implemented ASAP to prevent operational errors.

    Conclusion:
    Displaying the correct site name for calls using site numbers will improve usability, accuracy, and the overall call experience, especially in organizations operating across multiple locations.

    Let me know if you'd like this backed by example call logs, screenshots, or user impact metrics.

    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… more

    5 votes

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12. Correct Call Order Management When Switching Between Multiple Calls

    Description of the Idea:
    When managing multiple simultaneous calls, users currently face difficulties identifying calls after switching if the contact is not listed in the company directory. The call order changes unexpectedly when calls are placed on hold or resumed, causing confusion and inefficient call handling.

    Problem Statement:

    • The call placed on hold takes the position of the resumed call, disrupting the original order of calls by arrival time.
    • This leads to loss of the initial call sequence, making it harder for users to quickly identify and prioritize calls.
    • Users have to spend extra time figuring out which call corresponds to which caller, especially when caller info is missing or unclear.

    Example:

    User receives three calls in order: A, B, C.
    User is on call C, so call order is:
    - A
    - B
    - C
    User resumes call B and puts C on hold, new order becomes:
    - A
    - C
    - B
    Then user resumes call A and puts B on hold, new order becomes:
    - B
    - C
    - A
    The original arrival sequence is lost, creating confusion.

    Suggested Improvement:

    • Maintain the call order strictly based on arrival time, regardless of which call is currently active or on hold.
    • The UI should present calls consistently in their original order to ensure clear and intuitive identification.

    Benefits:

    • Improves call management clarity and reduces user errors.
    • Speeds up call handling efficiency by preserving intuitive ordering.
    • Reduces cognitive load in busy or high-volume call scenarios.

    Priority:
    Medium, with a significant positive impact on user experience — recommended for ASAP implementation.

    Conclusion:
    Preserving the original call order based on arrival time during call switching will simplify call management, reduce confusion, and enhance user productivity in multi-call environments.

    Description of the Idea:
    When managing multiple simultaneous calls, users currently face difficulties identifying calls after switching if the contact is not listed in the company directory. The call order changes unexpectedly when calls are placed on hold or resumed, causing confusion and inefficient call handling.

    Problem Statement:

    • The call placed on hold takes the position of the resumed call, disrupting the original order of calls by arrival time.
    • This leads to loss of the initial call sequence, making it harder for users to quickly identify and prioritize calls.
    • Users have to spend extra time figuring out which call corresponds… more
    5 votes

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13. Improve Handling of Multiple Incoming Calls to Reduce Disruption

    Description of the Idea:
    Managing multiple incoming calls currently presents challenges for users, especially when already engaged on a call. The application automatically brings a new incoming call to the foreground and plays continuous audio notifications, which can be intrusive and disruptive.

    Problem Statement:

    • Users have a limited time window to handle the incoming call before the UI forcibly shifts focus.
    • Ongoing call-related actions or tasks may be lost or interrupted due to forced UI changes.
    • Continuous audio notifications during an active call can be overly intrusive, affecting call quality and user focus.

    Suggested Improvements:

    • When a user switches back to their current active call after viewing the new incoming call, the system should not automatically bring the new incoming call back to the foreground after 30 seconds.
    • When a user manually switches between calls, this should be taken as confirmation that the user is aware of the new call, so continuous audio notifications should be suppressed or minimized.

    Use Case Example:

    • A user on an active call receives a second incoming call.
    • The incoming call pops to the front and starts a continuous ring.
    • The user switches back to the first call to finish an important task.
    • Currently, after 30 seconds, the incoming call forcibly returns to the front and rings continuously, disrupting the active call.
    • With the proposed improvement, the user’s choice to remain on the first call would be respected, minimizing disruption.

    Benefits:

    • Enables users to complete ongoing tasks or conversations without forced UI interruptions.
    • Reduces stress and cognitive load caused by intrusive notifications.
    • Improves the overall user experience during multitasking scenarios in high call volume environments.

    Priority:
    Medium, but impactful for user productivity and call quality — implementation should be considered ASAP to enhance usability.

    Conclusion:
    Refining the handling of multiple incoming calls by respecting user call focus and minimizing intrusive audio notifications will greatly improve call handling fluidity and user satisfaction.

    Description of the Idea:
    Managing multiple incoming calls currently presents challenges for users, especially when already engaged on a call. The application automatically brings a new incoming call to the foreground and plays continuous audio notifications, which can be intrusive and disruptive.

    Problem Statement:

    • Users have a limited time window to handle the incoming call before the UI forcibly shifts focus.
    • Ongoing call-related actions or tasks may be lost or interrupted due to forced UI changes.
    • Continuous audio notifications during an active call can be overly intrusive, affecting call quality and user focus.

    Suggested Improvements:

    • When a user switches back… more
    5 votes

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14. Disable RC Apps side panel feature icons FAX, Message, and Video features from users

    Disable RC Apps side panel feature icons FAX, Message, and Video features from users

    8 votes

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15. Ability to Seperate Fax folder based on the Fax number of the customer's account

    Ability to Seperate Fax folder based on the Fax number of the customer's account

    2 votes

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16. Ability to receive e911 SMS notifications

    Currently when calling 911, our customer receive email notifications but not the SMS. it looks like we are not sending such SMS for a while due to the recent updates.
    As per ERL group chat, we are currently not sending SMS notification for e911.

    2 votes

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17. List of users within company email domain who may have previously created accounts

    List of all users not currently on the corp RingCentral account

    When the deployment started I was told we had multiple people with not unique email address. Eventually found out they had a previous account setup. This required each user to login to their old account, change their email, and THEN I could setup with the correct email address.
    Please send me a list of all users who have a @mcelroy.com email address so I can mitigate this in the future. Previous employees who have the same address will create a problem moving forward.

    2 votes

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18. Assigning Users In Presence using an Excel File

    Introduce a way to assign or manage users in alphabetical order by name without relying on the Presence feature directly in the admin portal. An Excel/CSV upload option that allows for assigning users in bulk.

    This would help admins manage users more efficiently, especially in organizations with large teams where alphabetical order is important for internal processes or reporting.

    4 votes

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19. Access to AI content

    A feature for super admin users to access the AI content of other user extensions

    14 votes

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20. Allow a custom rule to change call handling between internal and external calls

    When creating custom rules on an individual extension, there is no rule for differentiating between internal and external calls for call routing/handling purposes. For example if I have an assistant and I only want them to take my external calls and all my internal come to my extension, the system currently cannot do that. This would be a great feature!

    22 votes

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