536 results found
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Five9 Integration for RingSense
Add a voice/phone integration with Five9 to allow RingSense to pull in phone call recordings.
3 votes -
Option to turn off AI transcripts for internal calls/transfers
Our organization's receptionist uses the AI transcription feature when receiving external calls, but does not want to have this feature on when making calls/transfers to internal numbers/extensions within the org. If there were an option to limit this solely to external numbers or bypassing when calling a direct internal extension (3-digit ext. vs. calling a full 10-digit number), it would be the solution to all of our problems.
2 votes -
AI Minutes safeguard rail (set up time limit each caller can stay with AI)
Can we have the ability to automatically end a call if AI detects that the caller is only playing around with the system? This is to protect AI minutes being consumed in a wrong way from callers who might play around with AI receptionist.
2 votes -
RingSense - ZOHO Integration Transcript in the description
Currently, the transcript is populating in the description of Zoho CRM along with the summary and insights. The customer is asking if we can remove it from the description and move it elsewhere.
As a workaround, the customer has completely disabled the transcript on the RS integration side.
2 votes -
Allow Dashboard to be available to agents
Currently, the Dashboards can only be shared with staff with Admin rights. Agents cannot see when others are on a break or at lunch. When you have a lot of agents and they cannot see whether the person before them has returned, it makes it difficult to assure proper staffing. Also, it is difficult to make sure that everyone is properly logged out at the end of the day if there is no supervisor on the shift.
2 votes -
Expanded Analytics for Unresolved Calls in AIR (AI Receptionist)
Summary
Enhance AIR Analytics to provide comprehensive visibility into Unresolved Calls, including categorization, metrics, and actionable insights across all failure types: Abandoned Calls, Dropped Calls, Lost Calls, Out-of-Scope Intent, Multilingual/Dialect Failure, and other system-level or user-level breakdowns.
Problem / Opportunity
Currently, AIR Analytics offers limited insight into why certain calls go unresolved. Without detailed categorization and metrics, users cannot accurately diagnose performance issues, optimize call flows, or understand where the AI receptionist is failing. This diminishes the ability to improve customer experience and reduces confidence in the system’s accuracy and coverage.
Proposed Solution
Introduce a dedicated Unresolved Calls Analytics Module…
2 votes -
Call recording lengths are not displaying on the desktop app
Call recording lengths are not displaying on the desktop app. We have to click on the play button for it to show the duration of the call recording
2 votes -
Feature Request: Correct Pronunciation by AIR
AIR often says names wrong. We are a clinic and it often refers to our doctors as "D R (pause) Smith" rather than "Doctor Smith." Would like the ability to provide guidance to AIR for how to pronounce names and correct mistakes like saying "D-R" rather than "doctor." Attaching a transcript where it shows "Dr. Fraser" but is saying it as "D R (long pause) Fraser."
2 votes -
You need to create the ability to have the AI Receptionist line be the line that rings if no one answers their line.
make it an option to have the AI receptionist be an option for call routing. For example if I don't answer the line and the person that is next doesn't answer then it goes to the AI receptionist. Similar to the way a operator or receptionist would have in a real office setting
2 votes -
Advanced Analytics in RingSense
Identify sub-topics in the RingSense Trackers. Today, I have to read the AI Transcripts to determine what happened at the detail level. For example, in Retail, we will see a large proportion of calls with the Tracker - Shipping Delay - but there may be various causes for the delay - It could be a Shipper issue, a warehouse issue, an inventory issue, etc. This would be very helpful in communicating VoC to a broader audience, in addition to expediting the recognition of issues and trends.
2 votes -
Improve Name Recognition for Global Clients
Requesting a feature that lets admins upload or manage a list of client and company names in multiple languages (e.g., English, Spanish, Portuguese, French, German, etc.) so RingSense and RingCX can recognize them correctly in AI transcripts and summaries.
This would help:
Prevent AI from mishearing or misspelling client and company names.
Keep names consistent across all AI notes and summaries.
Support multilingual teams working with global customers.
Make transcripts and summaries more accurate and professional.
Example Use Case:
When an agent mentions “Crédit Agricole” or “Banco do Brasil,” the system identifies them correctly instead of showing a wrong or…2 votes -
AI Analytics - Transferred Calls
In the RingCentral AI Analytics dashboard, the data for Transferred calls is not provided by category. The Transferred by Name report does not actually show the calls that used transferred by name skill during a call.
2 votes -
AI Notes for Multiple Picked Up Calls, Parked Calls, and Conference Calls Significance: To be able to notate calls on AI for these features:
AI Notes for Multiple Picked Up Calls, Parked Calls, and Conference Calls
Significance: To be able to notate calls on AI for these features:
- Multiple picked-up calls in one instance. (First call when second call is picked up should still be included in the AI Notes)
- Calls placed on park and picked right back up should still be included in AI Notes.
- Conference calls or calls with multiple parties should also be picked up by AI Notes.2 votes -
Monitor Live RingCentral Video Meeting
Ability to monitor and listen to a user extension's live RingCentral video meeting.
2 votes -
Post call summary
AI summaries and call recordings to generate for both inbound and outbound calls without manual intervention.
2 votes -
AIR as Voicemail
Caller calls in, talks to AIR... asks to be transferred to an employee in the company...
The employee does not answer and the "Send to Voicemail" feature is activated...
(Instead of "Send to Voicemail" it should be Forward to Extension, in this case the AIR Extension)
The AIR picks up and says something like:
"Hi there, this is {AIR NAME} with the {COMPANY}. {PERSON YOU CALLED NAME} isn’t available right now, but I’m here to help. Would you like to leave a message or be connected with someone else who can assist you?"
Where the caller states they would like…
2 votes -
Integrate ChatGPT with Ringcentral
I wanted to share something with you that I think could really improve the quality of our call summaries.
Below, you’ll see a comparison between the AI-generated summary from RingCentral and the version generated through ChatGPT using the exact same transcript.
The RingCentral summary gives a brief recap and task list — which is fine for quick reference — but it lacks depth and context. It misses the nuances of the conversation, like tone, client sentiment, investment rationale, and next steps in detail.The ChatGPT version, on the other hand, reads much more like a professional client note. It includes:
…
2 votes -
The ability to export call records along with any comments or feedback added by either admins or agents.
We’d like the ability to export calls that have user-added comments or feedback in RingSense, specifically for individual agents. This would help us retain records for coaching and performance follow-ups.
2 votes -
Unlimited AI Receptionist Plan
Unlimited AI Receptionist Plan
Currently, the AI Receptionist minutes run out too quickly and become very costly for businesses. I believe there is a great opportunity for you to create an affordable unlimited plan.By offering unlimited usage at a fair price, more businesses will adopt your service, increasing your customer base and making your product more competitive compared to other providers. This would make your solution more attractive, scalable, and sustainable for both small and growing companies.
2 votes -
AI Receptionist - Ability to disable transfer confirmation message
AI is always asking a confirmation "Got it, I'm preparing to assist with your sales inquiry. I can transfer you to our sales team. Would you like me to do that?" before the transfer.
A setting to remove this confirmation message to transfer the call directly after triggering the context rule would be more efficient.2 votes
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