713 results found
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Ai transcript available for admins and super admins
We noticed agents now get a transcript as the call goes by and we think this transcript should be available on https://service.ringcentral.com/ . There's multiple reasons for someone in quality, trainers or even managers, to access to their agents calls and check specific details on it and having access to that transcript already created, would make more efficient this tasks.
For example: there's one task where i have to find calls where people talk about their ailments and this is usually calls over 20min. Instead of me having to download a file > upload to a third party tool >…2 votes -
Option to disconnect the call if no response/dead air.
Just as there is an option under the IVR menu to disconnect the call if the caller does not enter a response, it would be best if there were a similar option in the AI Receptionist as well. This is for when the caller does not respond to the AI or is experiencing dead air.
2 votes -
US and UK license on the same user and switch outbound caller ID
The customer has a US and UK license and wants to switch between numbers on the same extension for outbound caller ID
2 votes -
AI usage
Ability to see the accurate usage of the AI receptionist. Currently, there is a "blind spot" where the AI Analytics dashboard and the Call History exports don't match—specifically with call durations showing as 0 seconds in the logs despite active interactions.
2 votes -
Ability to add “Host” Filter and save it without selecting a specific value.
Currently, when adding the “Host” filter, the system requires a specific host to be selected before the configuration can be saved. This limits flexibility when users want to keep the Host filter available but not restricted to a specific value.
It would be helpful if the system allowed the Host filter to remain in the configuration without requiring a selected value. This would enable users to dynamically apply the filter when needed.
Additionally, it would be beneficial if the Host filter could be prioritized or used as a replacement for other default filters, such as “Teams” or “Call Type.” This…
2 votes -
Allow configurable call duration threshold for keyword recognition in Trackers
Currently, in ACE (formerly known as RingSense), keyword recognition associated with Trackers generally requires calls to be longer than 2 minutes before keywords are detected and logged.
This behavior can limit the usefulness of Trackers for organizations that frequently handle short-duration calls, such as quick inquiries, confirmations, appointment scheduling, or brief customer interactions. In these cases, important keywords may still be spoken but are not captured because the call duration falls below the minimum threshold.
Proposed Enhancement:
Introduce a configurable setting that allows administrators to adjust the minimum call duration threshold required for keyword recognition in Trackers.2 votesI'm happy to announce that keyword trackers are now being applied for any calls > 10 seconds. This should help trigger trackers for brief customer interactions.
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Have call recording mimic that of Ring central. If set to stay with Caller have the recording stay with the caller
Have call recording mimic the setting set in Ring central. If set to stay with Caller have the recording stay with the caller. If set to stay with agent have recording stay with agent.
2 votes -
Summary from Searched Topic
To be able to search a topic in interaction and then generate a summary surrounding that topic. Example: Search our "application process" and have a summary generated around that topic to see what is being said to find trends/patterns.
2 votes -
Update the AI Receptionist "Call History" export to align with the account’s configured regional settings (GMT -07:00).
There is a confirmed 10-hour discrepancy between the portal and the exported reports. While the web dashboard correctly reflects the customer’s local time (MST), the exported CSV files are shifting timestamps by +10 hours.
Confirmed Details:
Customer/Site Settings: GMT -07:00
Export Behavior: Timestamps are offset by 10 hours (Confirmed by SME/SE).
Impact: This behavior makes the data unusable for daily reporting as calls are shifted into the wrong business day. SME confirmed this is currently "working as designed," so a feature update is required to allow exports to inherit local regional settings.
2 votes -
AIR Lead Capture for UK
To request enabling the Lead Capture feature for RingCentral AI Receptionist in the UK region, as customers currently cannot see or use this option. This feature would allow AIR to automatically collect the caller’s name, number, and reason for calling, improving call handling and follow‑up efficiency. Many UK customers expect the same AI capabilities available in the US, and adding Lead Capture would greatly enhance message‑taking, reduce missed details, and streamline after‑hours or overflow calls.
2 votes -
Change the name "transfer to receptionist"
The concept of 'Receptionist' is no longer fully valid in all terms, like the police. We need a way to say:
Let me transfer you to <TITLE>
TITLES
An Officer
A Police Officer
A member of the customer care team
Customer Services.2 votes -
ACE Sentiment API Access
Team - We have a current customer (Relation Insurance - UID: 2077623020) who are power users for ACE and steadily growing to beyond 400 agents... They are requesting API access to the Sentiment portion of ACE. Their use case is below:
"This is a must have for all users of the product. This is one of the main use cases for using the RingSense product and the fact that we cannot export your sentiment score means we need to take the call transcripts and recalculate this ourselves so the data can interact with other system. Diminishing the value of the…
2 votesSentiment is now available as part of the ACE API payload
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parked call log
Picking up parked call (park extension) does not log the call in RingCentral app/personal call log. It should log the pickup of a parked call in personal call logs.
2 votes -
Add Russian Language Support for AI Receptionist
Request to add Russian as a supported language for the AI Receptionist to better serve customers who primarily communicate in Russian.
2 votes -
increase lead questions
My costumer would like to be able to add more than 5 lead questions in his AI Receptionist .
Costumer has a law firm.
Increase the limit to 10–12 custom questions, or allow for Conditional Logic/Branching so that the AI can gather more nuanced data points based on the case type selected by the caller.Impact: Expanding this feature will allow the AI Receptionist to function as a true "Intake Specialist" for professional services, significantly reducing the manual follow-up time required by legal staff.
2 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 -
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 -
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 -
RingSense integration with Zendesk Support
RingSense integration with Zendesk Support is not available at this time. Currently, Zendesk Sell is the only Zendesk CRM supported by RingSense.
2 votesI'm glad to report that zendesk support is now available as an integration in ACE (formerly RingSense). You can find it in the integration catalogue
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