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Adjust how missed calls are categorized for group calls

Currently if a group is set to ring all members at once and someone else answers it will show as a missed call for everyone else who didn't answer. It would be nice if the system knew the call had been answered and didn't show as a missed call.

  • Zoe Ratchford
  • Aug 21 2020
  • Under review
Product Line RingCentral Analytics
  • Laura Gano commented
    13 May 02:40pm

    YES! This drives me nuts. I shouldn't have to reach out to everyone in my call group to see if someone actually spoke with a missed call or if we need to call them back.

  • Admin Brongus commented
    25 Mar 01:26pm

    Can we get an update on this?

  • Victoria Hopkins commented
    22 Mar 04:05pm

    Updates would be great, this is an ongoing issue for our customer success team.

  • Rachael Parkins commented
    22 Mar 03:29pm

    Any updates...?

  • Nikola Stamenkovic commented
    17 Mar 09:50pm

    It would be great feature so everyone actually knows if they have missed call or someone answered call.

    Issue in my company when client calls group and when someone picks up I have 20 people calling back that number because they don't know if it's answered and it looks like spamming on the Clients side.

  • Borko Gavrilovic commented
    7 Feb 06:56pm

    Any progress on this?

    Can this be solved or not?

  • Denis Dragovic commented
    7 Feb 06:53pm

    Many of our customers are complaining about this missed calls behavior.

  • Jesse Warner commented
    1 Feb 08:29pm

    On previous carriers with call queues it worked like this:

    1. Call comes into the queue. Everyone is notified as setup on the queue (rotating, simultaneous etc)

    2. Call is missed.

    3. Call shows in the missed queue indicating which line it came from.

    4. Once one of the reps called back, it dropped off the queue list, showed as called back.

      If the RC missed call section could indicate the queue it came from and show which person called it back, that would be good.

      The other current issue is that calls that are picked up by agents in the queue show as missed in other agent's missed call log. Which is super confusing.

  • milan tewani commented
    9 Jan 03:38am

    This is a huge flaw in RC system. Big enough to start looking for another
    vendor for our VOIP system.

    Seems most have the same reaction but surprisingly a year later and RC has
    done nothing to correct this.

    I have a billing issue with RC and a year after calling and emailing about
    the issue m. Still no response. Also haven���t heard from the rep who signed
    me on since i signed up. Seems it���s not important to resolve issues that he
    created after the contract is signed.

    If your looking to sign with RC don���t. There are better platforms that care
    about customer service.

  • Rachael Parkins commented
    24 Nov, 2021 05:02pm

    Is there still no update on this?

    I am tired of using Ring Groups for our users that want simultaneous ringing without the annoying missed calls, as using Ring Groups has presented other issues.

  • melanie newell commented
    11 Oct, 2021 07:39pm

    Still nothing being done on this? We're now spending upward of an hour checking in with each other to see if another rep has answered a call showing as "missed." This is absolutely absurd.

  • Paul Lock commented
    11 Oct, 2021 04:08pm

    This makes the call logs on each extensions phone barely usable as its swamped with all the missed group calls.

  • Matt Hoffman commented
    4 Oct, 2021 07:05pm

    Just checking on any updates. This issue is really something I would love to see fixed soon. Its causing some of my users to lose confidence in the application.

  • melanie newell commented
    14 Sep, 2021 08:53pm

    With so many submissions and votes on this idea, you'd think they might get on this. They've developed a dark mode of the app though. This seriously affects our workflow so badly that I'm going to start looking at other options - I can't deal with my other team members asking if I picked up a call while I'm trying to talk to a customer.

  • cara moore commented
    14 Sep, 2021 01:31pm

    complaints everyday from customers wanting the missed call turned off. the call is answered and confusion trying to determine if they have a voicemail with the light on constantly...HELP

  • Guest commented
    23 Aug, 2021 06:05pm

    Would be nice to be able to either not show a missed call from a group or show it as answered by : user on the phones. this is causing a lot of confusion for call queue members as they just see a missed call. Users are calling people back who have already talked to someone.

  • Darren Wilson commented
    9 Aug, 2021 02:16pm

    Hi, this is a well needed and simple feature to add, it is affecting our current users and from experience I now fill affect new users as well.

  • Admin
    Becky Hensley commented
    12 Jul, 2021 08:01pm

    Paul, Thanks for sharing this feedback. We are always working alongside the product team to identify ideas that will work with the current roadmap.
    I assure you, we are triaging and escalating ideas to our product team. When we have updates we share them here and in the Community.
    As I mentioned, we'll escalate your concerns with your account manager, but if we can assist further, please shoot us a message at

  • Paul Dobbs commented
    9 Jul, 2021 06:22pm

    This is a major issue. We are less than 2 months in to RC and this is a nightmare for our front line reception team. I cannot believe this has been completely ignored when the subject as I see it, has been getting raised and posted about for many, many months. I get the impression that once signed up, RC just doesn't care what you report as a problem. They ignore you. The ticket system isn't used by their own agents to follow up / post updates. I am regretting giving them our business, which was the largest tech move we have ever made for a single system.

    So Ring Central staff - any comment at all, in any way, that you are listening, and going to resolve this? Or do you prefer we just leave and take our next year's contract somewhere else?

  • Richard Scott commented
    16 Jun, 2021 02:35pm

    Always have to explain the quirk when onboarding agents, only work around is to email missed call notification via email to a shared mailbox and move the email to another folder if you're handling the missed call.

    ignore all other missed calls in the queue that state they are queue related.

    But still to return any direct missed calls..

    a simple solution is needed.

    even if its a HUD like screen with the call log results showing who answered which calls or not, or overflowed etc etc..

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