821 results found

1. 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 would provide more flexibility in customizing filter configurations based on the user’s reporting or tracking needs.

   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… more

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2. 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 product in the enterprise."

   cc. Sushant, per our email exchange.

   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… more

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   Implemented  ·  Sushant Hiray responded

   Sentiment is now available as part of the ACE API payload

3. 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

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4. AIR Update User Information

   Have the ability to change the user's name in AIR or make an changes on the AIR extension for RingCentral AIR plan account.

   1 vote

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5. AI Receptionist global speech and tone controls for the super admins

   Provide administrators with a dedicated System Prompt / Instruction setting within the AI Receptionist configuration. This feature would allow admins to inject a permanent behavioral script or toggle a "Speech Pace" setting (e.g., "Calm and Measured," "Professional/Executive," or a percentage slowdown), ensuring the AI maintains a calm, consistent, and unhurried pace throughout the entire conversation, not just during the initial greeting.

   Business Impact & Justification
   Brand Alignment: For high-touch B2B industries, like executive technology leadership or legal counsel, a rapid-fire default AI voice sounds robotic and rushed. Admins need the ability to enforce a relaxed, premium, and human-like tone.

   Customer Experience: Callers frequently request the AI to "slow down." While the AI can adapt temporarily mid-call when asked, it should natively answer the phone at this preferred, slower pace from second one and maintain it consistently.

   Workaround Elimination: Currently, admins must resort to text-formatting hacks (like adding excessive punctuation or bracketed prompt injections) in the greeting box, which are unreliable and do not carry over to the conversational AI responses later in the call.

   Proposed Solution / UI Addition
   Global Behavior Box: Add an "AI Instructions" or "System Persona" text field where admins can write custom rules (e.g., "Speak 10% slower and use an executive cadence").

   Speed/Tone Preset Dropdown: Alternatively, implement a simple dropdown menu in the AI Receptionist settings:

   🏃‍♂️ Fast/Efficient (Default)

   🤝 Standard/Friendly

   🧘 Calm/Deliberate (10% Slower Cadence)

   Provide administrators with a dedicated System Prompt / Instruction setting within the AI Receptionist configuration. This feature would allow admins to inject a permanent behavioral script or toggle a "Speech Pace" setting (e.g., "Calm and Measured," "Professional/Executive," or a percentage slowdown), ensuring the AI maintains a calm, consistent, and unhurried pace throughout the entire conversation, not just during the initial greeting.

   Business Impact & Justification
   Brand Alignment: For high-touch B2B industries, like executive technology leadership or legal counsel, a rapid-fire default AI voice sounds robotic and rushed. Admins need the ability to enforce a relaxed, premium, and human-like tone.

   Customer… more

   1 vote

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6. Add Persistent AI Receptionist Behavioral Guidance / System Instructions

   Please add a dedicated configuration section that allows account administrators to define persistent behavioral instructions for each AI Receptionist before the Company Greeting and all caller interactions begin.

   This would function as a pre-conversation system instruction layer that continuously influences the AI receptionist’s communication style, pacing, tone, and personality throughout the entire call.

   Example use cases include:
   • Slower or calmer speech cadence
   • Executive or concierge-style communication
   • More empathetic or reassuring tone
   • Reduced sales-like enthusiasm
   • Industry-specific communication styles
   • Consistent pacing and professionalism across all calls

   Example instruction:
   “Speak in a calm, confident, and measured manner. Maintain a relaxed conversational cadence approximately 10% slower than the default speaking pace throughout the entire call, including the greeting and all subsequent responses.”

   Currently, behavioral adjustments provided during a live call do not appear to persist consistently across future calls. A dedicated persistent instruction layer would significantly improve brand consistency, caller experience, and AI receptionist customization for different business types and communication styles.

   E.G. Listen to 'Jackson' at default speed read a lengthy company greeting. Once the greeting is complete, ask Jackson to slow down 10% so you can understand him better. WoW! Jackson sounds normal... However, we can't expect our callers to tell our receptionist to slow down. I prefer to inform Jackson prior to the call.

   Please add a dedicated configuration section that allows account administrators to define persistent behavioral instructions for each AI Receptionist before the Company Greeting and all caller interactions begin.

   This would function as a pre-conversation system instruction layer that continuously influences the AI receptionist’s communication style, pacing, tone, and personality throughout the entire call.

   Example use cases include:
   • Slower or calmer speech cadence
   • Executive or concierge-style communication
   • More empathetic or reassuring tone
   • Reduced sales-like enthusiasm
   • Industry-specific communication styles
   • Consistent pacing and professionalism across all calls

   Example instruction:
   “Speak in a calm, confident, and measured manner.… more

   1 vote

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7. Comments: Notification, Tallying and Coaching Insights

   Currently we can see the # of Feedback, # of Scorecard and # of Calls listened to. But from an auditing and coaching point of view we aren't seeing a tally of # of Comments provided.

   Yes this is mainly a management based platform but the comments let us know that the coached isn't just accepting the AI/manual feedback and scores, with no rebuttal or agreement.

   Being able to see that Agent A received X amount of feed back, on X amount of calls and then provided X amount of comments would expand the Coaching Insights into a more comprehensive platform. The agent should also be able to reply to the Coaching insights and provide their own action plan to meet the targets/suggestions put forth.

   On the Coaching Dashboard I would like to see.

   • Agent comments on the coaching insights
   • Agent comments as a separate tab
   • # of comments in the managers reviews

   Currently we can see the # of Feedback, # of Scorecard and # of Calls listened to. But from an auditing and coaching point of view we aren't seeing a tally of # of Comments provided.

   Yes this is mainly a management based platform but the comments let us know that the coached isn't just accepting the AI/manual feedback and scores, with no rebuttal or agreement.

   Being able to see that Agent A received X amount of feed back, on X amount of calls and then provided X amount of comments would expand the Coaching Insights into a more comprehensive… more

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   15 votes

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8. 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 reviews they need for data entry or analysis.

   Data Accuracy Requirement: The feature should ensure that the score exported to Excel matches the manual "Human Score" (e.g., 10/10) rather than defaulting to the AI-generated score (e.g., 8/10) for that same interaction.

   Customizable Subject Lines for Shared CallsThe user also highlighted a recurring issue regarding how calls are shared externally from the RingCentral application.

   Request: Provide an option to customize and edit the subject line when sharing a call via the RingCentral app.

   Problem Solved: Currently, users are unable to change the subject line of the shared call notification, which limits their ability to provide context or organize communications for the recipient.

   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… more

   2 votes

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9. Assign managers to agents in bulk

   We would like to have an option to assign agents to managers in bulk. Currently, we have to go to each agent and assign multiple managers manually. We would like to suggest having an option to select all managers in the list for a much quicker process.

   11 votes

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   2 comments  ·  ACE for RingCX  ·  Delete…  ·  Admin →
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   Implemented  ·  Sushant Hiray responded

   This feature is now available in your admin settings. You can bulk edit (upto 100 users) and assign them a specific role, manager, additional manager etc. You can find additional details in the attached gif

10. track how many calls i listen to per week

    listener/manager be able to have a way to see how many calls we listen to per week and maybe how calls we receive per week

    1 vote

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11. Enchanced voicemail transcript

    Enhance and improve voicemail transcript, as the ones currently received are of poor quality and in most cases make no sense. Sometimes the customer is getting a weird transcript which is very alarming. Not alone, it is a medical industry that received a weird message

    " "I'm not a good person. I'm not a good person. I'm not a good person. I'm not a good person. I'm not a good person. I'm not a good person. I'm not a good person. I'm not a good person. I'm not a good person. I'm not a good person. I'm not a good person. I'm not a good person. I'm not a good person. I'm not a good person. I'm not a good person. I'm not a good person. I'm not a good person. I'm not a good person. I'm not a good person. I'm not a good person. I'm not a good person. I'm not a good person. I'm not a good person. I'm not a good person. I'm not a good person. I'm not a good person. I'm not a good person. I'm not a good person. I'm not a good person. I'm not a good person. I'm not a good person. I'm not a good person. I'm not a good person. I'm not a good person. I'm not a good person. I'm not a good person. I'm not a good person. I'm not a good person. I'm not a good person. I'm not a good person. I'm not a good person. I'm not a good person. I'm not a good person. I'm not a good person. I'm not a good person. I'm not a good person. I'm not a good person. I'm not a good person. I'm not a good person. I'm not a good person. I'm not a good person. I'm not a good person. I'm not a good person. I'm not a good person. I'm not a good person. I'm not a good person. I'm not a good person. I'm not a good person. I'm not a good person. I'm not a good person. I'm not a good person. I'm not a good person. I'm not a good person. I'm not a good person.Your party on hold has disconnected the line. The call cannot be transferred."

    And this was just a connecting tone that was transcribed

    Enhance and improve voicemail transcript, as the ones currently received are of poor quality and in most cases make no sense. Sometimes the customer is getting a weird transcript which is very alarming. Not alone, it is a medical industry that received a weird message

    " "I'm not a good person. I'm not a good person. I'm not a good person. I'm not a good person. I'm not a good person. I'm not a good person. I'm not a good person. I'm not a good person. I'm not a good person. I'm not a good person. I'm not a good… more

    5 votes

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12. 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 votes

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    Implemented  ·  Sushant Hiray responded

    I'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.

13. 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

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14. 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

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15. 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.

    4 votes

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16. Ability to edit text template

    For AIR + Ability to edit text template.

    2 votes

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17. 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

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18. 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

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19. 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

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20. Add Disposition Notes From Analytics To The Available Fiter Fields in ACE Advanced Filters

    In the ACE Advanced Filters, Interaction Content area, Add a filter that provides ability to filtering on the data field Disposition Notes. This is different than the current filter for Call Disposition. In addition to Call Disposition filtering, we would like Call Disposition Note filtering. And make this as an available data filed as a part of the ACE API Data payload.

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