779 results found
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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 -
RingCX and ACE | Option to control what is heard in call recording in ACE
Currently, the agent segment recording settings in a RingCX voice queue does not have an option to pick a recording perspective which causes CX calls to be recorded on both sides of the call. It would be helpful to have control over the recording perspective for the agent segment recording.
6 votes -
AI Receptionist show up in the Desktop App
AI Receptionist show up in the Desktop App
Is there anyway I can have the AI Receptionist show up in the Desktop App?
I guess what I am looking for is the centralized access on the user profile.
I am hoping to access the logs on the user page.
Are there any plans to make it an icon with the regular app11 votes -
Configurable Response Delay for AI Receptionist
Add an option to configure the delay for the AI receptionist before it starts speaking, allowing it to wait slightly longer after a caller pauses. This helps prevent the AI from interrupting callers who are still talking or pausing mid-sentence, resulting in a more natural conversation flow.
7 votes -
Enhanced Text Formatting in Comment Fields
It would be really helpful to have basic formatting options when leaving feedback in RingSense, such as the ability to bold, italicize, or underline key points, as well as add line breaks or bullet points.
Right now, all feedback gets lumped into one block of text, which can make it harder for agents to follow or prioritize what’s most important. Even simple formatting tools (like Markdown or a basic WYSIWYG editor) would go a long way in improving clarity and coachability.
21 votes -
Agents Request Specific Feedback
When an agent requests feedback on a specific call, it would be handy to allow them to add notes to the request in order for them to explain what it is that they specifically want feedback on. Currently we get no indication, so have to speak to the agent before we can then offer the feedback.
5 votes -
RingSense Showing Reversed CallerID information
When receiving a call in ACE, the title shows as coming from the queue name, instead of from the caller id. The queue and caller id are reversed. This can be fixed by changing the order of the queue and caller id in the Display settings for the queue in the Admin Portal, however, doing so would then disrupt the HUD and Call Logs - displaying them incorrectly.
9 votes -
Configurable Auto-Fail Questions for QA Scorecards
Please add the ability to designate specific QA scorecard questions as "auto-fail" criteria. If an agent does not comply with a question marked as auto-fail, the entire scorecard should automatically score as 0, regardless of performance on other questions.
This is needed to properly enforce critical compliance requirements, including:
HIPAA
Florida call recording law
PCI-DSSCurrently there's no way to flag these items as non-negotiable within the scorecard itself, which makes it harder to consistently enforce zero-tolerance compliance standards across QA evaluations.
4 votes -
AI Receptionist
A call is coming through the AI receptionist, and we want to be able if it's an EMERGENCY call or not. The EMERGENCY call will be identify by the AIR with a single word.
If it's, I need to identify who is the person calling. To identify that person, I want the AIR being able to ask the name of the person calling and ask for a license number.
The AIR must be able to have this person on file and understand, which client is it.From there, I want the AIR to transfer the phone to our appropriate team…
5 votes -
Email AI Receptionist Call History Summary After Each Call
Description:
Add an option for the AI receptionist to automatically email a detailed summary of each call once the call ends.Details:
The email should be sent immediately after the call concludes.
The content and layout of the email should match exactly what is displayed when clicking on the call in the AI receptionist’s call history interface.
Include all available details, such as:
Caller name
Phone number
Date and time of the call
Duration
Call status (answered, missed, transferred, etc.)
Department or person transferred to (if applicable)
Full conversation transcript
Any assigned tags or notes
Caller location and caller ID…
46 votes -
AI Conversation Expert/Ringsense - exportable reports
ACE needs the ability to export Coaching Insights (Team Plan and Individual Development Plan) to PDF, Word, Excel, PPT format. This would help with third-party coaching and formal report writing. At the moment there is no facility to export this data, which is real pity as the ACE functionality is very powerful.
6 votes -
Feature Request: Option to Include Explicit/Foul Language in AI Transcriptions
As a law firm evaluating the RingCentral AI transcription feature, we've found that the current system automatically omits foul or explicit language from transcriptions. While this is understandable for general use, there are scenarios, especially in legal, law enforcement, or investigative contexts, where capturing the exact language used is essential for accuracy and documentation.
Please consider adding a configurable option to allow transcription of foul or explicit language, either:
- As a toggle in Admin or User settings, or
- As part of a special compliance or legal mode
This would give organizations the flexibility to choose whether or not…43 votes -
Allow UK English in follow-up email
In the 'Customize follow-up email' window, the language is currently only allowing American English. Can we have the option to choose UK English here?
4 votes -
AI Notes support on 3-way and multi-party calls
AI Notes support on 3-way and multi-party calls created using the RingEX "Add Call → Merge" feature.
Many professionals use merged calls for client consultations, vendor discussions, introductions, and quick conference calls. AI Notes is especially valuable in these situations because there are multiple participants and more information to capture.
Currently, AI Notes works for two-party calls but becomes unavailable when a third participant is added through Merge. This creates a gap in functionality during some of the most important conversations.
Please consider adding support for:
* AI Notes on Add Call → Merge 3-way calls
* AI transcription and…4 votes -
Ability to configure the AI Receptionist (AIR) to provide exact responses based on FAQs.
Allows the AI receptionist to be configured to provide exact, consistent responses to FAQs while presenting all available options without requiring follow-up questions.
12 votes -
Adding Columns to ACE
Add columns like client Name and email/phone number to the Ring Sense Interactions list
9 votes -
Coaching insight in ACE
The ability to automatically notify agents via email on a weekly or monthly basis regarding their coaching insight in ACE.
5 votes -
set up custom rule to filter calls coming from caller ID with the same area code and starting number.
set up custom rule to filter calls coming from caller ID with the same area code and starting number.
sample:
(765.464.****)
2 votes -
Pronoun Preference Support in AI Notes
The AI Notes feature is incorrectly inferring a user's gender based on their name and generating notes with incorrect pronouns.
Customer Feedback:
The customer's name is Dana, and the AI Notes system is automatically referring to them using female pronouns (she/her). The customer has indicated that he identifies as male and prefers he/him/his pronouns.Requested Enhancement:
Add the ability for users or administrators to define preferred pronouns within their user profile or account settings. AI-generated notes, summaries, transcripts, and other generated content should reference the user's specified pronouns rather than making assumptions based on name recognition.Business Impact:
Improves accuracy…
4 votes -
automatic call recording
Currently, when Automatic Call Recording is enabled, the system plays the recording announcement at the start of a call. However, if that call is placed in Call Park and then retrieved, the announcement plays a second time to the caller.
We are requesting a setting to disable or modify the 2nd announcement specifically for calls retrieved from Park. The system should recognize the existing recording session and avoid interrupting the conversation with a redundant notification. This will provide a more professional and seamless experience for customers while maintaining the initial legal compliance notification.
7 votes
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