697 results found
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Need to provide access to *fully* customize the Company Greeting
Right now, "Because you selected additional languages, a language selection prompt is added to the end of the greeting and announcement.
Please say 'English' or 'French' to continue." is locked.
The problem is it's very clunky. There is no flow and it sounds amateurish:
"How may I help you? ... Please say English or French to continue"
I would like to change that entire line to "Would you prefer assistance in English ou peut-je vous aidez en Francais?"
1 vote -
Custom scorecard enhancements
There are a couple of suggestions I have for the custom scorecards. First, when I score each competency with a 1-5 star rating, it allows me to add a comment for that part of the scorecard. While I like this feature, I noticed that after I save the comment, it won't let me edit it unless I change the star rating or I cancel the entire scorecard. It would be nice to be able to edit the individual comments even after it's been saved.
Second, I also noticed that there would be the option to include a time stamp within…
1 vote -
Customer names on chat transripts
When reviewing a chat transcript within ACE, it doesn't display the customer's name as it just says "Customer" for each entry of their dialog. Since the customer is prompted to enter their name on the chat screen, it would be nice if that information populated on the transcript. I would use that information to verify if the agent is retrieving the correct information for the correct customer and if they correctly used the customer's name during the chat.
1 vote -
remove the "Hello AI Receptionist (AIR) from transcribed voicemails that arrive by email
remove the "Hello AI Receptionist (AIR) from transcribed voicemails that arrive by email? Being a law firm, these emails often get forwarded, and they would not like the advertisement to be seen by clients.
AIR turns missed calls into new customers and works with any phone. AIR answers calls, schedules appointments, routes callers, and captures leads. Learn more about how AIR can transform your customer interactions and boost your business growth."
10 votes -
transcribe calls forwarded to external numbers
The customer would like calls that are routed/forwarded to external numbers to be transcribed since they can be recorded.
1 vote -
voicemail drop
Currently, Voicemail Drop is available on the desktop app. We also want this to be available on Mobile App.
5 votes -
Teach AI receptionist
The customer would like an option to train the AI Receptionist on how to respond to customer inquiries. They are also requesting the ability to define fallback instructions for situations where the AI cannot understand a request or does not know the answer, including guidance on how the AI should respond or what actions it should take.
2 votes -
The Desired Behavior AIR Calls
The Desired Behavior
AIR Calls: Ring only the requested employee's primary apps/devices. If they do not answer, the call should disconnect or return to Dani. It must never ring coworkers.Direct / Normal Calls: Keep the existing coworker cascades fully intact.
Scale: Must work across all employees without creating duplicate extensions, ghost users, or separate call queues for everyone.
8 votes -
Automatic language detection to route calls to language-specific AI scorecards
AI quality scoring today runs every call through one English scorecard. When a call is in Spanish, the system translates it to English and scores the translation. Literal translation removes the courtesy, tone, and phrasing that our criteria measure. Formal address (usted), culturally standard greetings, and idioms don’t map word-for-word to our English script standards. As a result, Spanish calls score lower even when the agent performed to standard.
This happens on both of our lines:
Spanish line: Calls are scored against criteria written for English conversations.
English line: When a Spanish-speaking caller reaches the English queue and a bilingual…15 votes -
Haitian Creole language on AI receptionist
Needed additional language which is Haitian Creole language on AI receptionist.
2 votes -
Combine all reporting into a single platform instead of a different one for every product + a whole separate RSI one.
It's incredibly frustrating that none of the tools share information, each have their own reporters, and there's a whole third RSI reporter without any easy links to it anywhere in EX or CX. Literally anything when working with these two products involves bumbling around each one's reporter until you find out the metrics you're looking for are measured by an entirely different reporter elsewhere. It's a similar experience to trying to navigate the endless nondescript menus to do anything else in these products as well.
1 vote -
AI Receptionist – Ability to Read Calendar Event Details and Answer Caller Inquiries
I would like to request an enhancement to RingCentral AI Receptionist's Appointment Booking skill that would allow it to access and interpret calendar event titles and descriptions, not just check availability and book appointments.
Currently, the Appointment Booking skill is limited to scheduling available time slots. It would be beneficial if AI Receptionist could also recognize existing appointments and provide callers with relevant information, such as appointment dates, times, and details.
This feature would improve the customer experience, reduce manual inquiries, and make appointment management more efficient.
Access to appointment details should be subject to appropriate caller verification and privacy…
2 votes -
ability to customized the message is SMS reservation
ability to change the message is SMS reservation
7 votes -
Receive faxes via AI Receptionist
The customer would like to use the AI receptionist while still receive faxes via the main number. At this time, the incoming faxes failed to be received when AI receptionist is enabled as the company call forwarding.
2 votes -
CSV download option for Reports in ACE
The Customer currently is unhappy with ACE, in regards to its Reports feature. The PDF export file that's available for download does not fit their workflow. They need more details on the actual export file.
The PDF only shows what the reports show in the surface. Unlike the actual ACE reports, it doesn't provide a breakdown on what the graph shows and the needed details per interaction. They want at least to have an option to download an CSV file for the ACE reports, identical to RingCentral Analytics.1 vote -
Auto Receptionist Timer
Add a customizable timeout feature for unresponsive callers, allowing the AI to either automatically disconnect the call or route it to voicemail.
Implement a no-response timer that gives users the option to have the AI drop the call or transfer it to voicemail after a set period of silence.
1 vote -
Request: When all Claims Team calls process in ACE, the customer wants to be able to make snips/cuts to a call whenever clients make statem
Request: When all Claims Team calls process in ACE, the customer wants to be able to make snips/cuts to a call whenever clients make statements about the events of the incident. The process would be to hit Share > Edit/Trim call > then they would remove all contents but for the statement issued by their client > save and send.
Their claims team equals 80 seats priced at $21,882 for lost ARR if we do not get this deployed. The customer has verbally agreed in recording that they will renew with RC if we can achieve this for them.
Customer:…
1 vote -
AI Receptionist Ability to relay message and send it through SMS
AI Receptionist Ability to relay message and send it through SMS -multiple recipient
3 votes -
Separate Voicemail Scores From All Other Calls For Development Plan: Strengths and Opportunities Categories.
I would love the option to separate voicemails from live calls so that it is not an all inclusive score.
1 vote -
AI Receptionist Verifier
We would like to request a new AI Receptionist capability that allows AIR to function as a customer verification agent, similar to the question-by-question verification workflow available in RingCX.
8 votes
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