765 results found
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need bi-directional sms chat capability
need bi-directional sms A! receptionist chat capabilities
1 vote -
AI Receptionist: After-Hours Scheduling & Unresolved Call Fallback to Message-Only Extension
The customer needs the ability to schedule the AI Receptionist to answer all incoming calls during After Hours. If a caller asks a complex question that the AI cannot resolve or understand, the AI should seamlessly route the call directly to a designated Message-Only Extension (voicemail box) instead of dropping the call or attempting a live transfer.
5 votes -
Turkish Language support for AIR and ACE
We would like to formally request support for the Turkish language across the RingCentral platform.
Our law firm serves a large Turkish-speaking client base in the United States, and many of our employees communicate with clients in Turkish every day. Adding Turkish language support would significantly improve usability and accessibility for both our staff and our clients.
Specifically, we would like to request:
Turkish support for voicemail transcription.
Turkish support for AI call transcription and summaries.
Turkish support for live captions during meetings and calls.1 vote -
Disable User Ability to Turn Off and On AI Call Notes
Disable the User's Ability to Turn AI Call Notes On and Off. Only the admin can turn on and off the setting on the admin portal.
1 vote -
I would like a summary of all calls to scan for questions from customers to build a list of frequently asked questions.
Provide a periodic summary/report that scans transcripts of all calls (ingoing and outgoing) for questions that customers ask which will contribute to building a list of frequently asked questions. The intent is after a year or so, we will have a list of 100+ frequently asked questions that we can then train our employees with and arm them with responses to the questions. We can also train an AI agent to respond to these questions once they are all gathered and compiled.
1 vote -
export scorecard
Export Scorecard from specific call
From within a specific call in Interactions, it would be good if you could export a scorecard from the Scorecard tab, perhaps as a PDF (a bit like the transcript). Currently it seems the only way to get the data is to do a Scorecard Report but you can't target specific calls this way.
1 vote -
Disable the AI Receptionist prompt from repeating the phone number and stating the "+1" country code prefix at the beginning of the greeting
The AI Receptionist should skip reading the raw string data and the "+1" prefix, transitioning seamlessly into the core menu options or custom greeting without announcing structural routing data.
3 votes -
Log SMS feature through ACE Integrations (eg. Bullhorn)
Allow ACE to include SMS logging to reflect to supported CRMs such as Bullhorn
1 vote -
1 vote
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Flag Calls - Hide from agent, visible only by admins/supervisors
Customer request: Ability to hide calls from agents if highly sensitive and/or calls that they do not want to impact an agent's score, yet keep the recording available for specified supervisors to use and review.
Idea would be to manually move sensitive calls into a shared folder that only specific managers can access. It should be hidden from the agent once moved, and marked private
1 vote -
ACE Tracked Data over Total Interactions
The ACE Tracker should display the number of tracked interactions alongside the total number of interactions to provide better context for performance and improvement. Additionally, it should include month-over-month comparisons on the same page, allowing users to monitor trends and measure progress over time easily.
2 votes -
Expose ACE Conversation Topics in Salesforce Activity Records
Summary
Enable the ACE Salesforce integration to populate the AI-generated Topics from the ACE Overview tab into the corresponding Salesforce Activity record.Business Need
Customers use the AI-generated Topics as a quick summary of what was discussed during a call. Having this information available directly within the Salesforce Activity record would eliminate the need for users to switch between ACE and Salesforce, improving efficiency and providing better visibility into customer interactions.Requested Enhancement
Add support for syncing the AI-generated Topics from the ACE Overview page to Salesforce Activity records.
Allow administrators to configure the destination field(s) (e.g., Activity Description, Custom…1 vote -
Copied Numbers with decimal (dots) will not dial
In the US, many people and companies use decimals (dots) as the separator for their phone numbers, instead of a dash.
For example: 123.345.6789. If you copy this number and paste it in the dialer it is not recognized as a phone number. You must manually remove the dots for it to work.
Please add recognition of the dots between characters as a valid separator, as long as the number format is correct.
1 vote -
Make it easier to modify After Hours call routing
Our company has to change the routing for After Hours calls frequently. Not daily, but once or twice each week.
Currently, the only way to do that is to follow this long path...Phone System > Groups > Call Queues > Primary Call Queue > Call Handling and Agents > After Hours > How to handle calls during after hours
That's a lot of clicking. I dread it each time I have to change it. And, it can only be done in a browser. There's no setting in the mobile app for this.
Please consider providing access to this and possibly…
1 vote -
Increase Custom Vocabulary Limit and Support Bulk Import for AI Conversation Expert (ACE)
Currently, ACE only allows a limited number of custom vocabulary entries, making it difficult for organizations with extensive product names, client names, acronyms, and industry terminology to improve transcription accuracy.
We would like the ability to:
Increase the maximum number of custom vocabulary terms (e.g., 100–500+ terms).
Import vocabulary from CSV or Excel.
Export existing vocabulary for backup and migration.
Manage vocabulary in bulk (edit, delete, search, and categorize).This enhancement would significantly reduce administrative effort and improve transcription accuracy for enterprise customers.
2 votes -
Automatic email for follow-up generated post call
After a call is completed, the system will generate your preferences for a follow-up email and send directly to the user.
1 vote -
Deskphone Pairing and HUD features working at the same time
Managers who enable Desk Phone Pairing lose the HUD Monitor/Whisper/Barge controls. Disabling Desk Phone Pairing immediately restores them. Employees can remain paired and still be monitored, so the limitation appears to exist only on the supervisor side. Supervisors should be able to use AI Call Notes and Call Monitoring simultaneously without toggling Desk Phone Pairing.
1 vote -
Interactions - Time added to Period filter
To be able to filter interactions by time as well as date under the period filter.
For example, this way we can then filter to calls made in the AM vs calls made in the PM for an entire period (week, month etc) and review the standard of calls across different parts of the day, reviewing the quality of agent use at these times.
Currently the only way to do this now is manually by downloading the data to cvs and then going back to ACE after finding these calls.
13 votes -
AIR: Prevent Global Intent Reset on Standalone "Yes/No" Responses
Currently, when the AI Receptionist (AIR) presents a specific option to a caller (such as offering to send a self-scheduling link via SMS), a standalone, single-word negative response like "No" or "Nope" defaults to a global platform-level reset.
Because the LLM interprets a flat "No" as a closure of the active branch based on language probabilities, it clears the active intent memory and completely restarts the interaction by asking the root prompt, "Is there anything else I can help you with?" or "How can I help you?"
We request a feature enhancement that gives administrators true deterministic control over binary…
2 votes -
AIR Automated Call Routing Based on Threshold Percentage
Some feedback for an enhancement to AIR from a CDP Partner I met with on Friday. They have had several customers using AIR that have gone over their minutes, and while we have the email notifications (not verified, but it was suspected that they went into a spam folder), they brought up a suggestion for a future enhancement. (Note: we did go over the newer email threshold settings and email recipients pending release.)
The enhancement was to have a setting based on the threshold percentage set to automatically route calls to an IVR, Extension, or Queue when that threshold is…
1 vote
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