637 results found
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Training and Custom Logic
There ought to be more functionality for teams to inject custom logic and training.
Examples:
- Never Say...
- Talk About...
- When asked about (enter context, keywords, just like transfer by context)... Respond with...
- Be more specific about whether employee names should be stated specifically in the call or avoided altogether
5 votes -
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.
9 votesThis 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
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AIR backup Ext
AI Receptionist: Allow call queue extension to be use as backup extension
as per Engineering Team
AIR does not support this feature for now, only user extensions can be used as backup ext.
6 votes -
Please make new features OFF by deafult "AI Assistant" with pop-up to try new feature
My company would like to test AI but turning it on in the backend meant it was enable for all 6,000+ users by deafult. We found inconsistency when AI is turned on the backend, “AI Assistant” is ON by default but “Ask RingSense AI” is OFF by default (see attach screenshot).
As it stand if testing looks good in DEV lab tenant, we would NOT be able to have a select group of users in PROD to help us test since turning it on in the backend will enable everyone by default and trying to use your bulk update to…
21 votes -
AI Receptionist to ask and gather information
AI should have the abillity to ask questions and gather data that can be useful for some company that involves scheduling or booking. Once information is obtain it will be sent to users
6 votes -
mask sensitive info from transcript and ai notes
I've discussed this at length with multiple support reps and I've confirmed that when you set up call masking in RingSense, that it only masks the audio recording, and does not mask the transcripts and AI summaries.
This is a major security concern as sensitive customer information such as credit cards needs to be masked from everything, not just the audio. For compliance with PCI DSS, the call masking logic needs to be changed so that transcripts and AI summaries are masked as well as the audio recordings. This is a HUGE security and legal issue.
17 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 -
RingSense License Reassignment
Allow a RingSense license to be freed up or reassigned to another user.
7 votesThis is already supported by the RingCentral Billing portal.
For any RingSense license, you can un-assign or re-assign it any time. Please see the attached screenshot.
You can find additional details here: https://support.ringcentral.com/article-v2/Managing-licenses-in-RingCentral-account.html?brand=RingCentral&product=RingEX&language=en_US
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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 -
Enable AI Receptionist Integration with External Systems for Order Status Inquiries
Requesting the ability to integra website or order management system with the RingCentral AI Receptionist so it can automatically respond to caller inquiries related to order status.
Currently, the AI Receptionist cannot access external systems or pull real-time, customer-specific data.
2 votes -
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.
3 votes -
AI Notes for Multiple Picked Up Calls, Parked Calls, and Conference Calls Significance: To be able to notate calls on AI for these features:
AI Notes for Multiple Picked Up Calls, Parked Calls, and Conference Calls
Significance: To be able to notate calls on AI for these features:
- Multiple picked-up calls in one instance. (First call when second call is picked up should still be included in the AI Notes)
- Calls placed on park and picked right back up should still be included in AI Notes.
- Conference calls or calls with multiple parties should also be picked up by AI Notes.4 votes -
Allow Dashboard to be available to agents
Currently, the Dashboards can only be shared with staff with Admin rights. Agents cannot see when others are on a break or at lunch. When you have a lot of agents and they cannot see whether the person before them has returned, it makes it difficult to assure proper staffing. Also, it is difficult to make sure that everyone is properly logged out at the end of the day if there is no supervisor on the shift.
3 votes -
Customer should have the option to dial an extension immediately.
Customers should immediately be given the option to enter the extension of the party they would like to speak to if they choose to avoid the AIR receptionist. This would be helpful in making the process more efficient for certain customers and avoid the extra unnecessary time that will count against our useage.
1 vote -
AI Receptionist Email Notifications with Caller Responses
Please add the ability for AI Receptionist to send email notifications that include the caller’s responses to the AI Receptionist questionnaire after the interaction is completed, similar to how voicemail email notifications include the caller’s recorded message.
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 -
Configurable Data Retention Period for all AI tool
Allow administrators to set and manage the data retention period for all AI tools
Organizations may have different compliance or data governance policies. The ability to configure how long AI data are retained helps meet internal data lifecycle requirements or external regulatory obligations.
Set custom retention period (e.g., 30/60/90 days or custom date).
4 votes -
Capability to Use Initial Toll-Free Number as an Extension for AI Receptionist
When dialing the main number and entering 877, the system should play the test call flow that demonstrates how the AI Receptionist is configured. However, instead of initiating the test mode, the call is routed through the normal Auto Receptionist call flow.
We also replicated the issue by calling a user extension and pressing 877 during the user greeting. The behavior is the same—rather than triggering the test prompt, it continues to follow the standard routing for that user.
This confirms that if the extension number being used is the initial Toll-Free Number (TFN), the test will not function as…
3 votes -
Expanded Analytics for Unresolved Calls in AIR (AI Receptionist)
Summary
Enhance AIR Analytics to provide comprehensive visibility into Unresolved Calls, including categorization, metrics, and actionable insights across all failure types: Abandoned Calls, Dropped Calls, Lost Calls, Out-of-Scope Intent, Multilingual/Dialect Failure, and other system-level or user-level breakdowns.
Problem / Opportunity
Currently, AIR Analytics offers limited insight into why certain calls go unresolved. Without detailed categorization and metrics, users cannot accurately diagnose performance issues, optimize call flows, or understand where the AI receptionist is failing. This diminishes the ability to improve customer experience and reduces confidence in the system’s accuracy and coverage.
Proposed Solution
Introduce a dedicated Unresolved Calls Analytics Module…
2 votes -
AI receptionist Calendar
Enable Calendar on AI receptionist
5 votes
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