861 results found
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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 -
Language Selection Before Greeting
Can we please get the option to put the 'Please select English or (Secondary Language)' before the Greeting? Perhaps a toggle?
5 votes -
ACE Recordings: Need a fiel to leave a comment that is ONLY viewable by Admins. So I can record caller's name OR policy # or other notes.
I want a note field on the recording where I can add notes that are ONLY viewable by RC Admins. This will make it easier for us when offering feedback to the agent. It will also help us mark it with customer info like an account #, etc.
3 votes -
The AIR (AI Receptionist) has the ability to customize the "soft skills" used for its conversation/Response style.
The AIR (AI Receptionist) has the ability to customize the "soft skills" used for its conversation/Response style.
11 votes -
New Skill Request: Send Emails
AIR should be able to send emails during the call the same way it can send text messages. Applications are endless:
1. It could be used to send scheduling links if people prefer email over text.
2. It could be used to send the transcript of the call to an internal ticketing system
3. It could be linked to many other AI and automation tools that are triggered by emails (much more flexible than SMS triggers)More ideas in the comments!!
16 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 -
Improve RingSense/ACE Caller Identification: Distinguish External Employee Calls from Customer Calls
Current Behavior:
When internal employees (such as field technicians) call in to the office, RingSense/ACE recognizes them as "customers." As a result, the conversation between the dispatcher and the internal employee is misclassified and labeled as a "customer-facing" interaction instead of a "company internal conversation."Requested Feature / Enhancement:
Provide a mechanism within RingSense/ACE to identify, tag, or register specific phone numbers (such as employee cell phones) as "Internal" or "Employee." When a call takes place involving these recognized numbers, the AI should accurately classify the interaction as a "company internal conversation" rather than defaulting to a "customer-facing" label.Business…
2 votes -
Allow RingEX Super admins to designate ACE Licence users as ACE admins in ACE licencing page.
ACE Admin left, account deleted now we need a support ticket to administer the system.
I'd also like to add give all RingEX super admins ACE admin access (Only) no access to supervisor, calls, logs or transcripts required, just admin to manage groups/access etc. So they can admin without requiring the consumption of an ACE licence.
6 votes -
Improve AI Transcription
Most of the time, the transcription is inaccurate, making this feature unreliable. We need to enhance the accuracy by making sure the languages and accents included for the AI system are broad or expanded enough that it can detect whichever words are mentioned in the calls are transcribed properly. This will help save time and increase efficiency as we won't need to go back to the recording and listen to it just to get the correct statements mentioned in the conversation.
52 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 -
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 -
received faxes to automatically forward fax to external number
there should be an option for company main fax number to be forwarded to an external number.
2 votes -
Remove Transfer Confirmation & Enable Response Customization
requesting greater flexibility in the behavior of the AI Receptionist, specifically regarding call transfer interactions. Currently, the AI Receptionist requires callers to confirm before proceeding with a transfer and does not allow customization of this confirmation prompt or related responses.
5 votes -
Associate AIR with a specific Cost Center
Need to have AIR bundles and usage billed back to specific cost centers
4 votes -
More Flexible Scorecard Assignment
The customer is having difficulty ensuring the correct scorecards are assigned to the right calls because Renewals, Sales, and Service calls can have overlapping Call Types.
Currently, scorecards are assigned based on Call Type. The customer would like the ability to use additional call attributes, such as Originating Phone Number or Company Type, when determining which scorecard should be assigned.
For example, the customer needs to distinguish between calls from clients, insurance companies, and toll-free numbers, as these may require different scorecards even when they have the same Call Type.
The requested functionality allows more flexible, rule-based scorecard assignment using…
1 vote -
Call Transcripts and AI Notes viewable by admin
As the company owner and admin, I should have the ability to view all call transcripts and AI summaries for every user. This is now even more important with the integration of Claude and other AI tools. This would effectively allow me to monitor what is going on in our company calls and flag potential issues that, historically, would have gone unnoticed. Right now, all that is available is call recordings, which are not reviewable and traceable by the AI engines. We need to be able to see text transcripts of every company call.
1 vote -
custom leaderboards
Custom leaderboard where you can add employees or fake ai.
1 vote -
I would like to be able to create custom AI Receptionist messages to use for other greeting in the Ring Central Platform.
Use and create custom messages to be used accross the Ring Central platform so the is consistancy thought the platforms voice greetings.
1 vote
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