296 results found

1. Call Screening

   When someone dials their RC number, the call will be screened, requiring the caller to input their zip code before they can be connected.

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2. Ability to Change 'Existing Phones' Ring Times via the API

   We have MS Teams Integration using the PBX Portal and the ring time for all ringcentral phones needs to be set to 6 Ring/30 Seconds or higher. As our MS Teams environment is set to 4 Ring/20 Seconds. This allows all call handling to be handled by MS Teams. If the ring times are the same or RingCentral is lower, MS Teams doesn't handle the calls correctly.We manually have to change this setting on each phone when a user is created. We have a fully automated process that requires no input besides setting the Ring Time setting.

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3. RentCafe Integration

   Our CRM can't take over the call after it rings the RingCentral number, and It is going to RingCentral voicemail. If the calls are not answered after 20s, The calls should be answered by our CRM Voicemail system.

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4. Unable To Receive SMS from Two-Factor Authentication

   Currently experiencing issue with authenticating myself on Bank of America and Quick Books. Requesting for a feature where there are no limitation when it comes to receiving SMS.

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5. Performance reports analytics API needed! OR update to call log API endpoint!

   So you're a manager and want to gamify and coach your reps who use RingCentral as their main dialer. You want an appropriate breakdown of call analytics and export/sync/integrate that data with a sales coaching and gamification platform (external to Ring Central). You currently have 2 options. You can use the Call aggregation data (Line Of Business Analytics) endpoint OR the List Company Call Records (Call log) endpoint. In ring central you have multiple ways of looking at call data. You can view call log reports, performance reports, and business analytics. The problem that arises is when wanting to integrate your call data with an external platform. You want to export the records so you can aggregate data yourself or export the user analytics all while having a source of truth in Ringcentral to go back and check against. Currently if you set up an integration with the call log API you get lots of discrepancies bc the call record is handled differently in the API and in app when looking at performance reporting. This idea is to bridge this gap. We either need a new endpoint that correctly matches user performance analytics as an endpoint that matches the same algorithms used in that reporting to aggregate and summarize user's call data OR we need the call log API to be updated to always include the user in the org that will be attributed for handling the call. For simple calls, the call log API endpoint is enough. Joe makes an outbound call to prospect A, and we see the length of the call and Joe's extension which we can look up against the directory and enrich the data with Joe's email, extensionID, etc etc For complicated calls that include queues, forwarding, transfers, department #s, IVR menus etc It's currently impossible to tell from the call log API WHO gets credit for the call. Even in the detailed view of the call log record, we can see all the legs but it seems that even RC's support team is unsure if they're in chronological order and HOW we'd get from point A to point B. WHO made the call or WHO picked up the phone and will ultimately get credit for it in the analytics dashboard is impossible to tell from the call log api endpoint. Here's a few response snippets from support tickets submitted inquiring about how to use the call log API (detailed views) to appropriately know who should get credit for a call. "From my understanding Performance reports analytics dashboard and the Call log APIs cannot be compared as they are from different systems and have different data source and implementations. Call log APIs can be compared with Call log reports available in your service web portal (https://service.ringcentral.com/).""Performance reports does not have an API yet to compare the Performance reports analytics dashboard with. If you are looking for call answered data through the Call log APIs, the detailed call log will have legs involved in the call. The legs are ideally in order and show the flow of the actual call. If you are looking for the extension that answered the call, you might want to look for “result”:“Call connected” and “reason”:“Accepted” in the Call log API response. If you have multiple transfers involved in the call and the call was answered by different users, then you will have multiple “result”:“Call connected” parameters in the API response."This is currently affecting managers' abilities to coach and gamify their reps in their ORG as some users may answer department calls and never receive credit for this externally due to lack of details in the call log API record or lack of a performance reports API endpoint. If there is a way to decipher call legs to know who should be getting credit for the call record, that would also be a great solution!

   So you're a manager and want to gamify and coach your reps who use RingCentral as their main dialer. You want an appropriate breakdown of call analytics and export/sync/integrate that data with a sales coaching and gamification platform (external to Ring Central). You currently have 2 options. You can use the Call aggregation data (Line Of Business Analytics) endpoint OR the List Company Call Records (Call log) endpoint. In ring central you have multiple ways of looking at call data. You can view call log reports, performance reports, and business analytics. The problem that arises is when wanting to integrate… more

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6. option to store specific data only via archiver

   Cx is requesting to store only specific data via archiver to avoid using too much storage on their external cloud drie.

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7. Directly dialing a phone number link.

   When someone sends a phone with a hyperlink, I want to be able to have the option to dial it right away.

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8. Acturis Integration

   cx wants to use the ACTURIS APP to be integrated in BT CLOUD WORK, this app is not supported in BT yet.

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9. WINGET exe version

   We've been evaluating installations with Winget. In your winget repository https://winget.run/pkg/RingCentral/RingCentral the version is .msi version. We would like to have .exe version as we use that for installs and it allows for updates.

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10. Add originating caller/leg to call log response for warm transfers

    Currently, we have an integration that works as follows:Customers (insurance agents) connect their RC account to our CRMWe set up a webhook to get updates whenever a call is Answered or DisconnectedWhen an "Answered" webhook is received for an inbound call, we attempt to find the record in our CRM that matches the phone numberIf available, we can then give our user the option to navigate directly to that recordWe have some customers that have this arrangement:End consumers (insurance buyers) originally call in to a Call CenterIf needed, the call center will transfer that call to our customer (insurance agent)When doing so, they first transfer the underlying record to our system via our open API (to create the contact)Then they initiate a warm transfer, dialing in our customer (the agent), and connecting them to the original caller (insurance buyer)When our customer (agent) picks up the call for that warm transfer, we'd like to be able to match that call to the record that has been created in our system for that phone number, like we would for any other inbound call. However, because the original call leg (buyer => call center) occurred in an RC account other than the one our customer is using, when we retrieve the Call Log on behalf of our customer, it only shows the caller phone number as the phone number of the call center performing the transfer, and there is no possible way to determine the phone number of the actual inbound caller. This seemed surprising to me that there was no way to retrieve even just the phone number that initiated the call, but we were told by your developer support that this was by design and so we should open a feature request.

    Currently, we have an integration that works as follows:Customers (insurance agents) connect their RC account to our CRMWe set up a webhook to get updates whenever a call is Answered or DisconnectedWhen an "Answered" webhook is received for an inbound call, we attempt to find the record in our CRM that matches the phone numberIf available, we can then give our user the option to navigate directly to that recordWe have some customers that have this arrangement:End consumers (insurance buyers) originally call in to a Call CenterIf needed, the call center will transfer that call to our customer (insurance agent)When… more

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11. Preset phone numbers for transferring purposes

    Presetting phone numbers when in the transfer window. Allowing them to be labeled by the organization/company for ease of transfer. Preventing user from transferring a call to the wrong phone number. Drop down menu, listing the labeled phone numbers before hitting "transfer now"

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12. Migrate Call Queue to MS Teams PBX

    RingCentral to forward calls via call2teams or native direct dial for PBX. We want the ability to receive the phone call to our MS Teams platform queue just like the users that are migrated to RingCentral with Teams PBX

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13. Ability to support cross instance federation. Across different brands / database regions (Gamma vs. Epsilon etc.)

    Ability to support cross-instance federation. Across different brands/database regions (Gamma vs. Epsilon etc.)

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14. Increase data coverage in Kibana

    A feature in which the Kibana tool can gather call disconnect initiator logs for more than 7 days

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15. Opt in Opt out function for Salesforce SMS

    Is RingCentral can offer the automated Opt Out function?

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16. Previous App Version

    Please consider having an option to not update the app itself, specifically for the user interface. We had a hard time using the newly updated app. Some people are still comfortable with the preview of the previous version. Hoping to consider it

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