779 results found
-
Is it possible to roll over unused AIR minutes?
Is it possible to roll over unused AIR minutes, if obviously NOT, please do, before someone else figures that out to offer as a differentiator.
2 votes -
DNIS
The ACE should contain DNIS information. So you can sort or filter by dialed number.
We have different customers that call their own specific number and would prefer to be able to sort out client specific ACE data.
Using call queues is not sufficient due to the volume of clients and changing call handling rules.
2 votes -
Allow User to Ask AI Anything In the Investigate Side Panel
When clicking into investigate within the insights tab, allow the user to pose their own question versus only using the pre-defined questions at the bottom of the page.
2 votes -
AIR Response Delay - Immediate Need
AI Receptionist response delay should be integrated as immediately as possible. 3-4 seconds should be enough time for most people to naturally pause in their speech as they think about what they want to say next. That said, I've seen another request here for 5 seconds so it would help if this were an adjustable feature.
Without much programming on my part, the AI response time was absurdly short, interrupting literally every single time I said something (sent a recording to ring central support). With more programming (more FAQ information and documents loaded and assigned to the AIR) the response…
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 -
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 -
Enhanced Reporting Filters for Human-Scored Interactions and Custom Sharing Options
Advanced Filtering for Human-Scored Interactions in ReportsThe user's primary frustration is the inability to isolate calls that have been manually reviewed and scored by a human within the main reporting module. Request: Add a filter to the Reports Module that allows users to select interactions based on their scoring status (e.g., "status: scored by a human").
Problem Solved: Currently, users can see this filter in the "Interactions" view, but it is missing from the "Reports" module. Without it, the system exports thousands of AI-scored calls in Excel files, making it impossible for users to efficiently pull only the specific manual…
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.
-
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 -
Ability to edit text template
For AIR + Ability to edit text template.
2 votes -
AI Lead Management in the RingCentral App
Currently, leads captured by the AI Receptionist (AIR) require users to leave the main interface and log into the Admin Portal or a CRM, which creates friction and slows down follow-up times. I propose adding a dedicated "Leads" tab directly within the RingCentral desktop and mobile apps, allowing users to view AI-captured responses, read call summaries, and initiate immediate call-backs or texts without switching platforms. Integrating this workflow natively would significantly improve "speed-to-lead" and make AIR a more powerful, cohesive tool for daily business operations.
2 votes -
metric prividing average rings to answer calls
Be able to know how long it is taking for team members to answer the phone by providing a metric that measures average rings to pick up
2 votes -
ACE: Include in Trackers and Coaching the data from the interaction where my team is not considered as the host
Currently, if there are more than one employees in a meeting, the employee's data (not the host of the meeting) is not reflected in Trackers and Coaching menus.
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 -
AI Voice & Call queue greeting voice
Currently, AI voice and call queue greeting voice is different, which forces us to disable call queue greeting voice/text. Call queue greeting grabs a different, assuming default AI voice, we would like to hear only the voice we have chosen within AI voice. Accent is also different on the call queue voice/text which causes further concerns for businesses based in multiple territories.
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
- Don't see your idea?