13252 results found

1. Last Logged In Report

   a performance report or some other kind of report that shows last time someone logged into their RingCentral account would be wonderful to audit for last time users logged in

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2. Ability to adjust the volume call recording prompt recording

   Having an option to adjust the volume of the call recording prompt “This call is being recorded” would be nice, since customers are becoming skeptical of it.

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3. Custom Role (Prevent user to delete a phone number on the account and still have access to phone numbers to edit or reassign to other users)

   Could it be possible to remove the ability to delete phone numbers for all roles except for the Super Admin role?
   We have some custom admin roles for administrators to be able to manage our sites and they have the ability to delete phone numbers which we would like to prevent from happening

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4. Substitute Caller ID owned by Users not only super admin

   Allow all users (not only the super admin) to use verified mobile numbers owned by other users as Substitute Caller IDs for outbound calls.

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5. Call forwarding options

   Your phone options when an extension is dialed and "*" is pressed to access the options after entering extension password, there is no option for "call forwarding" or no DTMF setup for dial to extension and set a call forward extension. This is a poor design and most other platforms like MITEL and CISCO have these simple features. You should add an option not only on the phone, but also in the app. Example scenario: Receptionist has their own extension and monitors another user, or a user manages a reception desk extension. It would be nice if a user could do all forwarding from the RC app (desktop) for multiple extensions. Give a receptionist or a user the option to log into another phone that is online through RC app to make the change, or allow a tunnel of some sort to allow a user to mange multiple extensions, just an an operator would. MITEL has this option. Perhaps you can tie a primary extension to desktop app, and have like "side car" extensions to tie to the main extension, like an "operator license functionality" - like in the contact center days. This is pretty bad that you cannot manage another extension from the app or use DTMF settings on a phone to set call forwarding.

   Your phone options when an extension is dialed and "*" is pressed to access the options after entering extension password, there is no option for "call forwarding" or no DTMF setup for dial to extension and set a call forward extension. This is a poor design and most other platforms like MITEL and CISCO have these simple features. You should add an option not only on the phone, but also in the app. Example scenario: Receptionist has their own extension and monitors another user, or a user manages a reception desk extension. It would be nice if a user could… more

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6. Ability to mask personally identifiable information (PII) in call notes and transcription emails

   Ability to mask personally identifiable information (PII) in call notes and transcription emails

   Use Case / Business Need:
   Need to ensure that sensitive data is protected when call notes and transcriptions are sent via email.

   Desired Functionality:
   Automatic or configurable PII masking in RingEX call notes and transcription emails.

   Clear instructions or interface within RingEX to enable this functionality.

   Impact / Benefit:
   Compliance with privacy and data protection requirements.

   Prevents exposure of sensitive information in emails.

   Improves confidence in RingEX for handling sensitive communications.

   4 votes

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7. "Mute All" Control for Hosts and Moderators of Conference Calls/ Video Meetings

   The requested "Mute All" functionality will provide hosts and moderators with a decisive tool to manage large-group acoustics. This feature will allow the session lead to silence every participant microphone simultaneously, ensuring that the transition into the formal discussion is instantaneous and professional.

   By implementing this global command, the platform will effectively shield presenters from the distractions of unmuted lines and unpredictable background noise. It will serve as an essential moderation layer, allowing the host to command the floor without the manual overhead of auditing the entire participant list for "noisy" connections.

   How It Will Enhance the User Experience
   One-Click Quiet: The moderator will be able to clear the audio channel of all cross-talk and ambient noise with a single action.

   Optimized Session Flow: The feature will allow for a seamless shift from an open "meet and greet" to a focused presentation mode.

   Granular Override: Following the "Mute All" command, the host will retain the ability to specifically unmute key collaborators or open the floor for Q&A at their discretion.

   Distraction Prevention: It will eliminate the need for verbal requests for users to "please mute your lines," keeping the meeting's momentum on track.

   The requested "Mute All" functionality will provide hosts and moderators with a decisive tool to manage large-group acoustics. This feature will allow the session lead to silence every participant microphone simultaneously, ensuring that the transition into the formal discussion is instantaneous and professional.

   By implementing this global command, the platform will effectively shield presenters from the distractions of unmuted lines and unpredictable background noise. It will serve as an essential moderation layer, allowing the host to command the floor without the manual overhead of auditing the entire participant list for "noisy" connections.

   How It Will Enhance the User Experience
   One-Click… more

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8. Enable Video Calling Transfer option on VVX 661 to another VVX 661

   I am using a desk phone with a connected camera and need to transfer video calls to another Poly VVX 661 device. However, when the call is transferred, only the audio is successfully transferred while the video is not carried over to the receiving device.

   6 votes

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9. Increase the size of the search bar when searching from the keypad

   When searching for a contact from the Keypad page on the mobile app, increase the size of the search bar. Users are having a hard time reading the text they've typed due to the font size.

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10. CDR & Billing Reconciliation Visibility in RingCentral Admin Portal

    Feature Request: CDR & Billing Reconciliation Visibility in RingCentral Admin Portal

    Feature Title: Active Mobile User Billing Transparency & Call Detail Record (CDR) Alignment

    Request Type: Portal Feature Request / Reporting Enhancement

    Priority: Medium – High Impact (Customer Support & Billing Dispute Mitigation)

    ---

    Executive Summary

    Customers are disputing Mobile User charges because the standard portal reporting does not clearly surface the total connected interaction legs (Inbound, Outbound, and In-Network/Queue Transfers) that trigger active endpoint billing. Customers typically measure active users solely by outbound call volume (e.g., users making more than 10 outbound calls), leading to a disconnect between customer expectation and system billing logic.

    We require a portal update to provide billing transparency that directly aligns with CDR activity breakdown.

    ---

    The Problem

    • Billing Criteria Logic: RingCentral bills Mobile User activity based on total connected interaction legs (Inbound + Outbound + Central/Queue Transfers, such as extension 6243 - OCID Transfer Ext). Any endpoint handling live connected traffic is flagged as an active Mobile User.
    • Customer Disconnect: Customers evaluate usage using simplified metrics (e.g., outbound calls only). They challenge legitimate charges because the portal does not easily reflect the 32 distinct active endpoint legs counted in the background CDR.
    • Support Overhead: Support teams must manually filter CDR logs (filtering Action Result to Accepted and Call connected, removing 00:00:00 durations, and running pivot tables on From IDs) to prove billing accuracy.

    ---

    Key Requirements & Proposed Solution

    1. Unified Mobile User Billing Dashboard

    • Add a dedicated Billing Activity & Mobile Endpoint Breakdown tab in the RingCentral Admin Portal.
    • Clearly show how an endpoint qualifies as an active "Mobile User" for the billing cycle:

    $$\text{Total Activity} = \text{Inbound} + \text{Outbound} + \text{Transfers/Queue Calls Handled}$$

    • Show an immediate breakdown distinguishing outbound-only activity from inbound/transfer endpoint activity.

    2. Pre-Filtered Exportable CDR Report

    • Introduce a "Billing Verification CDR Export" button in the portal that pre-applies the validation filters:
    • Action Result: Accepted AND Call Connected (excluding offline/failed attempts).
    • Call Duration: Greater than 00:00:00.
    • Unique Endpoint Summary: Aggregated view of unique From IDs / named user extensions (e.g., extensions that answered calls forwarded via queue/DL transfers).

    3. Customer-Facing Dispute Resolution Context

    • Provide line-item level explanations in the billing statement showing why an endpoint was categorized as active (e.g., "Extension active via Inbound Queue Transfer").

    ---

    Business Impact & Value

    • Reduces Billing Disputes: Eliminates confusion regarding "Inbound-only" or "Queue Transfer" users being counted as active Mobile Users.
    • Saves Support Time: Eliminates manual CSV filtering and pivot table creation for support agents.
    • Builds Customer Trust: Aligns self-service portal metrics directly with actual billing backend logic.

    Feature Request: CDR & Billing Reconciliation Visibility in RingCentral Admin Portal

    Feature Title: Active Mobile User Billing Transparency & Call Detail Record (CDR) Alignment

    Request Type: Portal Feature Request / Reporting Enhancement

    Priority: Medium – High Impact (Customer Support & Billing Dispute Mitigation)

    ---

    Executive Summary

    Customers are disputing Mobile User charges because the standard portal reporting does not clearly surface the total connected interaction legs (Inbound, Outbound, and In-Network/Queue Transfers) that trigger active endpoint billing. Customers typically measure active users solely by outbound call volume (e.g., users making more than 10 outbound calls), leading to a disconnect between customer expectation… more

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11. Android widget to enable/disable call queue

    Create a widget on Android/iOS to accept/disable call queues or manage individual queues

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12. Registration Retry Timer lowered

    Lowered the Registration Retry Timer so that when we have an outage and failover to backup connectivity, the phones will retry more frequently and come back online without user intervention.

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13. Caller ID for Call Queue non members

    Ability to use the call queue number as the caller ID for the users that is not part of the queue

    12 votes

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14. Independent Fax Routing for Main Company Number

    Subject: Request for independent Fax/Voice routing logic on Main Company Numbers

    Description:
    Currently, when a custom call forwarding rule is applied to the Main Company Number (e.g., forwarding all voice traffic to a 3rd-party call center or external answering service), it often disrupts or breaks the fax routing protocol. This creates a conflict where faxes are either rejected or incorrectly forwarded as voice calls to the external destination.

    Proposed Feature/Functionality:
    I am requesting a "Split Routing" enhancement for the Main Company Number that allows for the following:
    Voice-Only Forwarding: The ability to apply custom rules/forwarding to 3rd-party numbers that only trigger for voice calls.
    Dedicated Fax Path: A logic override that ensures any incoming fax signal is automatically identified and routed to the RingCentral Fax recipient/inbox, bypassing any external voice forwarding rules.
    Conflict Prevention: Improved separation in the backend UI to ensure that "Call Handling" rules do not inadvertently "hijack" the Fax signal on a shared Voice/Fax number.

    Business Use Case:
    Law firms and medical offices (like Crown & Stone Law, P.C.) frequently use a single "Main Number" for both voice and fax. When they hire an external answering service, they need to forward their calls without losing their ability to receive faxes on that same advertised number.

    Subject: Request for independent Fax/Voice routing logic on Main Company Numbers

    Description:
    Currently, when a custom call forwarding rule is applied to the Main Company Number (e.g., forwarding all voice traffic to a 3rd-party call center or external answering service), it often disrupts or breaks the fax routing protocol. This creates a conflict where faxes are either rejected or incorrectly forwarded as voice calls to the external destination.

    Proposed Feature/Functionality:
    I am requesting a "Split Routing" enhancement for the Main Company Number that allows for the following:
    Voice-Only Forwarding: The ability to apply custom rules/forwarding to 3rd-party numbers that only… more

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15. the ability of the SMS Recipient to receive email notification if someone send a text message to the main line

    the ability of the SMS Recipient to receive email notification if someone send a text message to the main line

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16. Label Inbound SMS

    We have multiple companies assigned to individual phone numbers we would like to have the option to show the company name on our end when we receive an inbound sms on a particular number to avoid confusion.

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17. The ability to determine who dropped/ended the call using call logs

    The ability to determine who dropped/ended the call using call logs

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18. Change number format in Mitel phones

    The Customer wants to change the number format that's visible in their Mitel phones. Right now, the number format does not contain any parenthesis and hyphens and it just outright shows the number as is.
    Mitel senior manager advised that for now, there's no option for that.

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19. Visibility of SMS Log for Charter/Spectrum Account(s) in the Admin Portal

    Ability to see/browse "SMS Log" in Admin Portal under Analytics & Logs and not just in Analytics (Adoption & Usage) for Spectrum account(s)

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20. Advanced Search for Fax Messages (Content, Subject & Optical Character Recognition)

    Feature Request: Advanced Search for Fax Messages (Content, Subject & Optical Character Recognition)
    1. Summary / Overview
    Currently, the search bar in RingCentral App / Service Web only supports filtering fax messages by phone numbers (sender/recipient). Users are unable to search for specific fax messages using the fax subject, message body, or text content within the fax attachment.

    1. Current Behavior vs. Proposed Behavior Current Behavior: Typing text keywords or subject titles into the search box yields no results for fax messages. Search only recognizes numeric inputs (phone numbers or extension numbers).

    Proposed Behavior: Expand global and message search capability so users can find fax records by typing keywords present in the Fax Subject/Cover Page Note, or indexed text within the fax document itself (via OCR).

    Detailed Requirements
    Primary: Enable full-text search across the Fax Subject / Cover Page Note field.

    Secondary (Ideal): Implement Optical Character Recognition (OCR) on incoming/outgoing PDF/TIFF fax attachments to allow text-search within the fax body.

    UI Update: Update search filter dropdowns to include Fax Content / Subject alongside Phone Numbers/Contacts.

    Use Case / Example

    A user receives 30 faxed purchase orders daily. A customer calls asking for the status of "PO-99482". Currently, the user must open all 30 faxes one-by-one to find PO-99482 because searching "99482" yields zero results. With this feature, typing "99482" in the search box immediately pulls up the correct fax.

    Feature Request: Advanced Search for Fax Messages (Content, Subject & Optical Character Recognition)
    1. Summary / Overview
    Currently, the search bar in RingCentral App / Service Web only supports filtering fax messages by phone numbers (sender/recipient). Users are unable to search for specific fax messages using the fax subject, message body, or text content within the fax attachment.

    1. Current Behavior vs. Proposed Behavior Current Behavior: Typing text keywords or subject titles into the search box yields no results for fax messages. Search only recognizes numeric inputs (phone numbers or extension numbers).

    Proposed Behavior: Expand global and message search capability so… more

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