11275 results found

1. Scan To Fax Feature

   Scan To Fax Feature should open scanner interface like other app to allow users to change scan settings.

   2 votes

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2. Block Numbers Company-Wide

   We are unable to block numbers company-wide at my company. We have tried the methods suggested by others on RingCentral forums and have not found a working method. We tried blocking numbers on a super admins extension and it does not block the number company-wide. There is no apparent way for a super admin to switch to the extension of the main line to block there either, as was suggested by others. I've seen others say they resorted to manually blocking numbers for each extension which is ridiculous. This needs to be a built in feature for admins to use with ease. I see cases for this issue from several years ago which are still 'under review', which is why I'm creating this new one, which hopefully will not take years to be resolved. How a simple feature like this has slipped through the cracks for several years despite others bringing attention to it is beyond me.

   We are unable to block numbers company-wide at my company. We have tried the methods suggested by others on RingCentral forums and have not found a working method. We tried blocking numbers on a super admins extension and it does not block the number company-wide. There is no apparent way for a super admin to switch to the extension of the main line to block there either, as was suggested by others. I've seen others say they resorted to manually blocking numbers for each extension which is ridiculous. This needs to be a built in feature for admins to use… more

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3. requesting to show number of caller on hold in HUD

   show number of caller on hold in HUD request

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4. 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

   8 votes

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5. Device Orders should be searchable by extension/device.

   Device Orders should be searchable by any field that connects them to the user/extension they were ordered for, or the device shipped.

   Possiblities:
   • Phone number
   • Extension
   • User name
   • Device Serial Number
   • Device model
   • The site/address
   • ’Attention to’ line

   Right now, I have to know the date ordered & then manually check each order to find the one I need.

   6 votes

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6. Show Caller ID of the call being forwarded, not user forwarding

   Please display the Caller ID of the caller/solicitor on forwarded calls, not the etension of the user forwarding the call.

   8 votes

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7. Disable RNA functionality

   Can the RNA functionality be disabled to prevent the agent from becoming unavailable? Alternatively, can a timer be set to automatically switch the status back to available?

   6 votes

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8. Monthly Automated Fax Logs Report

   The Admin is requesting a feature that would allow admins to schedule monthly fax log reports for the previous month and have them automatically sent out. The requested functionality should include the ability to select specific users to be included in the report, rather than generating logs for all users. Additionally, the customer would like the option to filter these reports by Site or Department, which is not currently possible in the Admin Portal. At present, fax log reports must be pulled manually, and there is no way to automate or customize them at this level. Implementing this feature would reduce the administrative burden of repeatedly generating reports, improve efficiency, and provide more targeted visibility for compliance and auditing purposes.

   The Admin is requesting a feature that would allow admins to schedule monthly fax log reports for the previous month and have them automatically sent out. The requested functionality should include the ability to select specific users to be included in the report, rather than generating logs for all users. Additionally, the customer would like the option to filter these reports by Site or Department, which is not currently possible in the Admin Portal. At present, fax log reports must be pulled manually, and there is no way to automate or customize them at this level. Implementing this feature would… more

   3 votes

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9. Enable Custom Tab Assignment for Shared Directory Contacts in Contacts Section

   When we upload the Shared directory of external contacts in the RingCentral Admin Portal by default, the contacts are showing on the Company tab of the RingCentral app.
   Please implement a feature wherein we can select on which tab on the Contacts portion of the RC app that we can put the externally shared contacts

   2 votes

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10. Option to Clear Password History or Allow Previous Password Reuse

    Currently, users are unable to reuse any of their last five passwords when changing their RingCentral credentials. While this is a helpful security feature, some users prefer to use a previous password for consistency and ease of recall. We suggest adding an option for admins to clear a user’s password history or allow password reuse after a certain period. This added flexibility can reduce support requests and improve the user experience without compromising overall security.

    7 votes

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11. 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
    4 votes

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12. 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
    4 votes

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13. Display the Name or Label Associated with a Number During User Creation

    Description of the Idea:
    When assigning a phone number during user creation, RingCentral currently shows only the phone number itself, with no label or name indicating its current usage or purpose. This can lead to accidental assignment of numbers that are already in use for redirects, call queues, auto-receptionists, or external routing, potentially disrupting existing call flows.

    Problem Statement:
    - Admins cannot easily distinguish between numbers that are reserved, actively used, or intended for specific services.
    - As a result, it's possible to mistakenly assign a number used for redirection to a new user.
    - This introduces unexpected behavior and can break existing call routing configurations without warning.

    Suggested Improvement:
    - When selecting a phone number during user creation (in the Admin Portal or via API), display the associated name/label next to the number.
    - If the number is assigned to a queue, receptionist, or external rule, display that context as well (e.g., "Support Queue Redirect", "Sales IVR Entry", "Marketing Campaign").

    Use Case Example:
    - An admin sees number +1 (555) 123-4567 in the available list.
    - It’s currently used to redirect calls to a Call Queue for the support team.
    - With no label shown, the admin mistakenly assigns it to a new user.
    - Support calls are now misrouted, causing confusion and service disruption.

    Expected Behavior:

    • Display: +1 (555) 123-4567 – [Support Queue Redirect]
    • Or: +1 (555) 123-4567 – [Marketing IVR Inbound]
    • Include this in both the Admin UI dropdowns and API metadata responses.
    • Include this in both the Admin UI dropdowns and API metadata responses.

    Benefits:

    • Prevents accidental number reassignment
    • Protects existing routing configurations
    • Saves time troubleshooting post-deployment issues
    • Improves administrative visibility and clarity
    • Supports error-free user provisioning

    Priority:
    - Medium, with high operational impact — ideally implemented ASAP to improve provisioning accuracy.

    Conclusion:
    Displaying the label or assigned purpose of phone numbers during user creation will prevent configuration mistakes, enhance visibility, and reduce risks of disrupting critical call flows.

    Let me know if you'd like to provide real-world impact scenarios or admin interface mockups to support this feature request.

    Description of the Idea:
    When assigning a phone number during user creation, RingCentral currently shows only the phone number itself, with no label or name indicating its current usage or purpose. This can lead to accidental assignment of numbers that are already in use for redirects, call queues, auto-receptionists, or external routing, potentially disrupting existing call flows.

    Problem Statement:
    - Admins cannot easily distinguish between numbers that are reserved, actively used, or intended for specific services.
    - As a result, it's possible to mistakenly assign a number used for redirection to a new user.
    - This introduces unexpected behavior and… more

    4 votes

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14. Enable Assignment of Site-Associated Numbers When Creating a User on That Site

    Description of the Idea:
    When creating a new user within a specific site, administrators should be able to assign a phone number associated with that site. Currently, only company-level (main account) numbers are available in the number selection list, even if the site has its own pool of numbers.

    Problem Statement:

    • This behavior limits proper resource segregation by site.
    • It results in manual workarounds (e.g., creating the user first, then reassigning the number manually later).
    • It contradicts the site-based organizational model and reduces the benefits of multi-site configuration.

    Suggested Improvement:

    • When creating or assigning a user within a given site, the system should make available all numbers currently associated with that site in the number selection list.
    • This ensures proper site-to-number alignment at the time of user provisioning.

    Use Case Example:

    • Site “Berlin Office” has 10 phone numbers assigned.
    • An admin wants to create a new user under the Berlin site.
    • Expected behavior: the admin can select one of the Berlin-assigned numbers.
    • Current behavior: only main company numbers are available during user creation, despite Berlin's own number pool.

    Implementation Suggestion:

    • In the user creation form/API, filter or extend the number list to include site-assigned numbers based on the selected site.
    • Ensure this behavior is consistent in both Admin Portal UI and developer APIs.

    Benefits:

    • Promotes clean and logical separation of resources per site
    • Saves time and reduces post-creation adjustments
    • Supports scalable, decentralized administration
    • Aligns with the multi-site architecture intent of RingCentral deployments

    Priority:
    Medium, but critical for organizations with multi-site operations — should be addressed ASAP to support clean provisioning flows.

    Conclusion:
    Allowing access to site-assigned numbers during user creation will significantly improve administrative workflows, enhance consistency, and make full use of RingCentral’s multi-site capabilities.

    Let me know if you’d like supporting examples, UI suggestions, or expected API behavior for this use case.

    Description of the Idea:
    When creating a new user within a specific site, administrators should be able to assign a phone number associated with that site. Currently, only company-level (main account) numbers are available in the number selection list, even if the site has its own pool of numbers.

    Problem Statement:

    • This behavior limits proper resource segregation by site.
    • It results in manual workarounds (e.g., creating the user first, then reassigning the number manually later).
    • It contradicts the site-based organizational model and reduces the benefits of multi-site configuration.

    Suggested Improvement:

    • When creating or assigning a user within a given site,… more
    4 votes

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15. Synchronize Queue Distribution Changes Across Custom Rules with callHandlingAction = AgentQueue

    Description of the Idea:
    When modifying a Call Queue’s distribution method (e.g., Round-Robin, Simultaneous, etc.), custom call handling rules that use callHandlingAction = AgentQueue are not updated accordingly. This leads to operational inconsistencies and requires manual updates to each rule individually, which is error-prone and time-consuming.

    Suggested Improvement:
    Introduce automatic synchronization between a queue’s main distribution settings and all custom rules that use that queue via callHandlingAction = AgentQueue.

    This could be implemented in one of two ways:

    • Add a new boolean attribute, e.g. syncqueuedistribution, in the PUT /business-hours-rule request. When true, all relevant rules will inherit the updated distribution method.
    • Or, update these rules systematically whenever a queue’s configuration is changed.

    Use Case:

    • A company updates a call queue to switch from Rotating to Simultaneous ringing.
    • All business-hours rules that previously directed calls to this queue should now reflect this new behavior automatically.
    • Today, this requires modifying each rule manually, which is not scalable for environments with dozens or hundreds of rules.

    Technical Suggestion (Example):

    PUT /restapi/v1.0/account/~/call-handling/business-hours-rule

    {
    "callHandlingAction": "AgentQueue",
    "queueId": "123456",
    "syncqueuedistribution": true
    }

    Benefits:

    • Improves operational consistency
    • Reduces manual effort and risk of misconfiguration
    • Ensures alignment between queue settings and rule behavior
    • Supports automation and large-scale administration

    Priority:
    Medium, but impacts operational efficiency and user experience — ideally implemented ASAP for large-scale queue management.

    Conclusion:
    Adding automatic synchronization (or a syncqueuedistribution option) will ensure that rule behavior remains consistent with the queue's active configuration, streamlining queue management and reducing errors in call handling logic.

    Let me know if a configuration flow or JSON schema proposal would help further illustrate the use case.

    Description of the Idea:
    When modifying a Call Queue’s distribution method (e.g., Round-Robin, Simultaneous, etc.), custom call handling rules that use callHandlingAction = AgentQueue are not updated accordingly. This leads to operational inconsistencies and requires manual updates to each rule individually, which is error-prone and time-consuming.

    Suggested Improvement:
    Introduce automatic synchronization between a queue’s main distribution settings and all custom rules that use that queue via callHandlingAction = AgentQueue.

    This could be implemented in one of two ways:

    • Add a new boolean attribute, e.g. syncqueuedistribution, in the PUT /business-hours-rule request. When true, all relevant rules will inherit the… more
    4 votes

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16. Assign a co-host before the meeting starts

    Have an option to assign a co-host before the meeting starts, just in case the main host is unable to join the meeting.

    2 votes

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17. Enhanced Security for Active Calls

    Implement measures to prevent unauthorized parties from joining or eavesdropping on active calls, such as end-to-end encryption, secure call authentication, or real-time alerts for unusual activities.

    2 votes

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18. Ability to download message/chat transcript.

    Ability to download message/chat transcript.

    3 votes

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19. 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 the potential for them to try from alternative numbers. Whilst this works well, the only way to configure this is per user/ queue/ IVR. A custom rule must be created for each of these. This is very time consuming and not possible to maintain this way with the current configuration options.

    This idea would be to allow for such rules to be created on a tenancy level, like the number blocks, so that 1 rule list can be maintained for the entire business.

    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… more

    2 votes

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20. 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.

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    New  ·  0 comments  ·  IVR and call handling  ·  Delete…  ·  Admin →
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