Settings and activity
27 results found
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11 votes
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Zachary
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61 votesZachary
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77 votesNew · 8 comments · AI Conversation Expert (ACE, formerly RingSense), AIR & AVA » AVA (AI Virtual Assistant) · Admin →Zachary
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41 votesZachary
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25 votesZachary
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1,445 votes
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commented
Only allowing one person to answer the Call Queue texts is very lackluster. I really hope a solution can be found to allow the entire Call Queue to respond to texts.
Zachary
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227 votes
Hello everyone, this has been implemented in 22.3.1. This version of the app was rolled out to all accounts over 8/25-8/31. No additional action is required to initiate the feature on the app, please confirm you are on at least 22.3.1.
This feature allows for caller ID to transfer in these scenarios.
Warm/Consultative Transfer:
- Incoming call from PSTN/RC # to RingCentral and transferred to RC number
Blind Transfer:
- Incoming call from PSTN/RC # to RingCentral and transferred to RC number
- Incoming call from PSTN/RC # to RingCentral and transferred to RC voicemail
The feature requires the following endpoints to work successfully. This applies to both the user invoking the transfer as well as the user who is the destination of the transfer.
Desk phones: Any Poly, Avaya or Unify models.
RingCentral App: Version 21.4.30 or later
RingCentral Mobile App: Version 22.1.10 or later
RingCentral Phone App: Version…
An error occurred while saving the comment Zachary
commented
The Caller ID information is being passed when we "correctly" use Consultive or Blind transfer on our Poly Edge E550s. However our issue is that if you incorrectly use Consultive transfer meaning you don't let the caller you are transferring the call to answer before sending the callers through, the Caller ID information does not get passed through.
For example, a student calls a Receptionist. The Receptionist answers but needs to transfer the call to an Advisor. The Receptionist starts a Consultive transfers to the Advisor but pushes transfer again before the Advisor picks up. The Advisor will see the Receptionist's name and number as the Caller ID and not the student's.
TLDR; if you use a consultive transfer like a blind transfer the caller ID information doesn't get passed along.
Zachary
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62 votesZachary
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21 votesZachary
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19 votesZachary
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23 votesZachary
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28 votesZachary
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5 votesZachary
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61 votesZachary
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67 votes
We have this problem in performance reports, but this is no more a problem in Business Analytics since Jan 2026.
In Business Analytics, we have a separate Call Result for Abandoned, Missed with VoiceMail, Missed without Voicemail, and Answered Elsewhere (for simultaneous ringing) w.r.t user dimension.
We have a BA dictionary explaining this -https://support.ringcentral.com/article-v2/Business-Analytics-data-dictionary.html?brand=RingCentral&product=RingEX&language=en_US
and soon in a couple of weeks we will publish a detailed knowledge base article on how to check metrics in business analytics and filter "answered elsewhere" calls.
Zachary
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67 votes
An error occurred while saving the comment Zachary
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+1 to Dolores! It would help tremendously to be able to look back further than 6 months to help gather better metrics!
Zachary
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35 votes
An error occurred while saving the comment Zachary
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This would be very useful. Our organization has a small Call Center that typically works 7:30 AM to 5:30 PM. It is difficult to accurately report metrics given that they have to select 7:00 AM and 6:00 PM. Thank you for your consideration!
Zachary
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6 votesZachary
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223 votesZachary
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484 votes
This is now live! Learn more about this new feature here: RingEX Call Answered Elsewhere status
Zachary
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I'm a little disappointed. This was supposed to be released Version 25.4 Release dates: October 29, 2025 - December 9, 2025. But did not get released. My organization bought 50x Cisco 191 ATAs in leu of the feature release.