13009 results found
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Call Queue Groups in a Fixed Order
Call Queues should have the ability to ring groups of users in a fixed order.
For instance, a call comes in for a Call Queue. I'd like the two office coordinators to be offered the call then if unanswered the call is offered to the two assistant directors then if unanswered it offers the call to the director.
This can be done by using multiple Call Queues but then it makes it a nightmare to manage the voicemail greetings, schedule, managers, voicemail recipient's on multiple Call Queues when in the proposed scenario it would just be one place to adjust…
21 votes -
Increase Presence Monitoring Limit for Poly Edge E Series with Expansion Modules
Requesting an increase to the functional Presence monitoring limit for Poly Edge E Series devices (specifically the E550) when equipped with expansion modules. Currently, the RingCentral service typically limits presence monitoring to 70 colleagues. However, the Poly Edge E550 hardware physically supports significantly more:
There is a mismatch between hardware capability and service/template logic. Diagnostic logs for firmware 8.2.3.0844 reveal that the device configuration template generates "Invalid index" errors for efk.efklist entries starting at index 51. This prevents customers with high-capacity sidecars from monitoring their full required list of users (e.g., 138 users), rendering the physical expansion buttons unusable for…
3 votes -
Ability to Choose a Specific Agent from the RingEX Call Queue
Request:
Add the ability for callers or users to select and speak with a specific agent directly from a RingEX (REX) call queue, rather than having the system route the call based solely on the queue's distribution logic.Business Need:
There are scenarios where customers know the specific agent they need to speak with, but that agent is part of a call queue. Providing an option to select a particular agent would improve the customer experience, reduce unnecessary transfers, and allow callers to reach the appropriate person more efficiently while still leveraging the benefits of queue management.Expected Functionality:
Allow…
1 vote -
Call routing for both RingCentral and Prosper AI
Configure the RingCentral system to bypass calls coming from our AI agent's number (Prosper AI). It would need to recognize them even when we display the patient's number instead of ours.
Set up a SIP connection that lets calls transferred back to your system skip the routing logic that sends them to our AI agent.1 vote -
Add Call Routing Diagnostics to Identify Why Calls Are Not Offered to Available Agents
Summary
Add a diagnostic feature that identifies and displays the reason why an incoming call was not offered to agents who were in an Available status.
Background
There are cases where agents appear to be available, but incoming calls are not presented to them. Currently, it is difficult to determine whether the issue is related to agent availability, routing logic, configuration, capacity limits, system behavior, or another condition.
For example, SIP signaling may show that a call was successfully established or processed, but there is no visibility into why the call was not distributed to available agents.
Requested Enhancement
Provide…
1 vote -
RingCentral App Sound Volume
Make the volume higher and so you can adjust it easier. Its not loud enough.
1 vote -
shortcut for calling like on the previous ring central, where we can dial numbers with just one short cut like just by clickin F1,
Improving fast calling experience
1 vote -
NEW FUNCTION ADMIN PORTAL > Add Call Queue Group (Assigning multiple call queue's in 1 RC extension)
The Call Queue Group option will help IT Admins in assigning multiple call queue's to a RC extension.
The "Call Queue Group" function will be a new object that would allow admins to create a group of multiple call queues, then assign to RC user extension.
In screenshot 1 (Call Queue Page) = Admins would have the option to create a call queue group, select the needed call queues then create the "Call Queue Group" object.
In screenshot 2(User List with Extension Page) = Admins will select "Add Call Queue Group Option" > All "Call Queue Group Objects" will be…
2 votes -
Option to generate an AI summary or recap for a completed meeting if the live transcription/notes feature was not toggled on.
Advised user that RingCentral cannot retroactively generate an AI summary or recap for a completed meeting if the live transcription/notes feature was not toggled on during the live session. The AI utility requires active transcription data captured in real time.
1 vote -
IVR Menu Update
We would appreciate an update on adding an IVR option to route calls to a call parking extension instead of directly to a call queue or user extension, as this would help small businesses like ours handle more calls efficiently. We hope RingCentral can implement this feature as soon as possible.
1 vote -
Copy Text from Image/MMS
We receive order requests based on certain types of equipment and our customers text us the photo of the equipment nameplate. To avoid user error when typing in the model/serial number into our ERP system it would be extremely beneficial to be able to copy specific text from an image and be able to paste that into the associated field in our ERP. See image.
1 vote -
Image Rotation/MMS
Ability to rotate images within the app. At times we receive photos that are sideways or even upside down. In order to view it, right side up, the image has to be downloaded and opened in an external app.
1 vote -
Auto Refresh for SMS Activity
When viewing the 'Shared' inbox for SMS, user must continuously refresh the screen manually in order to get updated content of other users activity within the Shared inbox. It would be nice to have the activity automatically show for all users when it happens.
1 vote -
Carrier Anti-Looping & Alternate Caller ID Fallback
When you dial a toll-free number (e.g., an 800 or 888 number) using another toll-free number as your outgoing Caller ID it should still show the toll free number not the alternate local number connected to the user extension.
1 vote -
mute incoming tones (both Queued and direct) when listening to voicemail
mute incoming tones (both Queued and direct) when listening to voicemail
1 vote -
Match Inbound Caller ID to External Mobile Numbers in User Profiles for Internal Recognition
When employees call into the company system or dial colleagues using the external mobile device listed in their official user profile (User Details > General > Mobile Phone), the system does not recognize them as an internal user. Instead, the incoming call display just shows their raw mobile phone number or generic carrier text.
Because RingCentral does not cross-reference incoming caller IDs with the external numbers saved in the Admin Portal directory, employees cannot tell which internal colleague is calling them from the field.
Suggested Solution:
Directory Cross-Referencing: Implement automatic backend matching so that any incoming call originating from a…
1 vote -
Add API and Reporting Indicator for Carrier-Masked / Altered Caller IDs
Introduce a metadata field, flag, or indicator within the API response payload (e.g., Call Log API, RingCX API) and exported Analytics reports that identifies if a Caller ID/ANI is:
The original caller phone number provided by the originating carrier, OR
A suspected masked/replaced number applied during the telecom routing process (based on known SIP header metadata or gateway routing patterns).
Business Impact:
Implementing this flag would significantly improve data accuracy for enterprise customers, allowing them to accurately filter out masked gateway numbers in their reporting and prevent their CRMs from logging fake/unreachable numbers to customer profiles.1 vote -
Instant Teleconsult Scheduling & One-Click Join App
patient-facing mobile/web application that allows Instant appointment booking,patients can schedule teleconsults with available doctors in real-time. One-click video call join — at the scheduled time, patients can join the consult via a single button
Optional reminders — automated email/SMS notifications to reduce missed appointments.
Provider backend integration — syncs with existing RingCentral/telehealth system for scheduling and call management.
Simplifies the teleconsult experience for patients, reducing friction from links or downloads
Speeds up appointment scheduling. Improves patient engagement2 votes -
Increase limit for Fax Cover Page notes
Customer is getting an error message "Please enter no more than 600 characters" in their Cover page notes.
2 votes -
notification sound or alert when a call is parked
We would like to request the implementation of a notification sound or visual alert whenever a call is placed on park.
Currently, parked calls may occasionally be overlooked, especially in busy work environments where users are handling multiple calls simultaneously. Adding an audible notification, pop-up alert, or visual indicator for parked calls would significantly improve call management and user awareness.
Benefits to the Customer:
Reduces the possibility of forgotten parked calls
Improves customer experience by minimizing long wait times
Helps users respond to parked calls more efficiently
Enhances productivity for teams handling high call volumes
Prevents missed communication opportunitiesThis…
2 votes
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