779 results found
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"record user name" option for AIR stand-alone accounts
Callers leaving a voicemail for an AI receptionist are hearing the user’s recorded name. The customer does not want callers to hear the person's name in the voicemail greeting. There should be an option to edit the "record user name" just like with the regular plans that RingCentral has.
1 vote -
my reports
Expired reports should automatically be deleted when the end of the availability date is reached. If a report is no longer available, why does it continue to display after the status availablity date is reached? Please have unavailable reports in the My Reports queue systematically delete from the My Reports results.
4 votes -
Instant Notifications added to views
The ability to get daily, weekly, and monthly notifications are great for the various views. It would be critical for some businesses to get instant notifications for calls hitting certain criteria.
10 votesI'm pleased to announce that this feature is now available in your account. You can create a saved view and use it to subscribe for immediate notifications/alerts for the view.
You can find additional details in the attached image.
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AI Receptionist After Hour Setup
A customer would like a clear setup for the AI Receptionist during after-hours. They are requesting features such as scheduling a callback, capturing caller information, sending the information via message/SMS to a team group, and/or forwarding the call to a specific person so the customer can be assisted in case of an emergency.
1 vote -
AI is not speaking the caller language entirely all through out the call flow
If a caller speaks Spanish and the AI responds in Spanish, the transition from Spanish to English is currently considered normal behavior in a multilingual setup, since English is configured as the primary language. One way to prevent this would be to set Spanish as the only language with no secondary language; however, the client has declined this option. Given the current configuration—English as the main language and Spanish as the secondary language—is it possible for the AI to continue the conversation entirely in Spanish once the caller begins speaking Spanish, and maintain that language consistently until the call is…
1 vote -
Views for Trackers
ability to create and save custom filter views on the Trackers page, similar to the Interactions page.
4 votesI'm pleased to announce that this feature is now available on your account. You can save filters and create specific views on the trackers page.
Please find details in the attached screenshot
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RingSense - Change Audio settings
The Ability to change the Audio settings or the playback audio channel from Monolog to stereo etc,
7 votes -
AI Conversation Expert to Microsoft Dynamics 365
We have integrated RingCentral with our Dynamics 365 Sales CRM. However, when we make a call through the RingCentral app, it is being logged as a Task instead of a Phone Call activity in Dynamics.
Currently, we only support creation of tasks in MS Dynamics.
We hope that we can consider adding calls to log the call in Dynamics in the future.
2 votes -
LIVE TRANSFER
WHEN ATTEMPTING TO LIVE TRANSFER. ONCE THE AGENT PRESSES TRANSFER. THE CUSTOMER SHOULD AUTOMATICLY BE PLACED ON HOLD. THE NEXT OPTION SHOULD BE WARM TRANSFER. THIS WILL ALLOW THE AGENT TO SPEAK TO THE REP AND GIVE INFORMATION BEFORE THE TRANSFER. ONCE THE REP AND AGENT HAS DISCLOSED INFORMANTION. THE NEXT OPTION SHOULD BE TO MERGE THE CALL WITH THE CUSTOMER AND REP.
9 votes -
1 vote
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call transcription in ringcentral app when calls are made through salesforce
Unable to easily view the call transcript when calls made thru salesforce.
A user who had ACE, can see an option to view the transcript where the other users who doesnt have ACE cant see the transcript when calls are made thru salesforce.It could be better if the calls made thru salesforce or RC app are available to be viewed and access still thru RC app.
1 vote -
Custom API for AI Receptiopnist
Having the ability to integrate a custom API with RingCentral’s AI Receptionist would be a game-changer for us. It would let us connect our existing CRM and scheduling tools directly to the receptionist, so it could automatically pull up customer info and book appointments without any manual input. That kind of seamless flow would save us so much time and reduce errors, plus it would make the experience way smoother for our clients. Honestly, it feels like the perfect way to take our customer service to the next level
8 votes -
Include the call's duration to be included in the AI notes call summary that are emailed following a call
After a call is ended, an email is sent to the user with call summary using AI notes. Currently, the duration of the call is not in that email. It would be tremendously helpful if it was indicated with the call information.
1 vote -
Enable Both SMS Link and Calendar Access Booking for AIR Appointments
Currently, AIR Appointment Booking does not support enabling both “Book using SMS link” and “Book using calendar access” at the same time for the Appointment booking type.
It would be beneficial to allow both options to be enabled simultaneously, giving callers the flexibility to choose their preferred booking method. This enhancement would improve the overall caller experience and provide greater convenience and accessibility.
2 votes -
Incoming voicemails, i.e. customer leaving a voicemail for a RingSense user
RingSense data to Salesforce.
When a RingSense user leaves a voicemail for a customer and the call is recorded, it will be processed by RingSense. Incoming voicemails, i.e. customer leaving a voicemail for a RingSense user is not supported.
Confirmed by Parasuram Allumpalam (Manager - Service Engineer AI)
2 votes -
The ability to see all user AI Call Notes
I would like the ability to see all of the user's Call Notes so that we can access them all from one place or the admin can quickly check over things.
24 votes -
Export/Print Option for Monthly Coaching Insights in RingSense.
We would like the ability to export or print the Monthly Coaching Insights from RingCX, ideally to Excel or PDF format. This would allow us to keep records of performance feedback shared with agents, support follow-up coaching sessions, and maintain internal documentation.
4 votesWe've introduced a new report called development plan report. This report should give you the capability to export the monthly coaching insights data for all your agents.
You can find more details here - https://support.ringcentral.com/article-v2/Using-reports-in-RingSense.html?brand=RingCentral&product=RingSense&language=en_US
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Feature request/roll back: Filtering by Teams
The removal of Teams filter for users (excluding admins) has not made use of the dashboard easier.
We have a multi-level management structure with various roles and sub-teams that need to be accessed quickly, without further filtering.
Seeing "All calls" when we receive hundreds per user has had a negative impact on the day-to-day review of calls.
Whilst yes, we can use the additional filters, this is just another example of small updates with no warning that disrupt user comfort with on the many dashboards.
2 votes -
Availability of Translated RingSense Transcripts in Salesforce
Currently, RingSense only allows the original-language transcript to be imported into Salesforce. While a translated version of the transcript is available, it can only be accessed through the RingSense portal and is not synced to the CRM.
It would be highly beneficial if the translated transcript could also be made available directly in Salesforce. This enhancement would significantly improve efficiency by eliminating the need to access the RingSense portal separately, saving time and streamlining workflows for users who rely on CRM-integrated records.
2 votes -
Live reports - Agent Details. (Avail time and Logoff time)
Live reports should include total agent available time and logoff time.
6 votes
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