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28 results found

  1. Missed calls to queue showing up as "Answered Elsewhere"

    49 votes

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    Under Review  ·  10 comments  ·  Analytics & Reporting » Alerts  ·  Admin →
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    Allyson supported this idea  · 

  2. Total numbers of direct calls and transferred calls to an extension

    5 votes

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    New  ·  0 comments  ·  Analytics & Reporting » Adoption & Usage  ·  Admin →
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    Allyson supported this idea  · 

  3. Missed call should not be tagged on call queue as missed if picked up by a member on another call queue

    9 votes

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    New  ·  0 comments  ·  Analytics & Reporting » Other  ·  Admin →
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    Allyson supported this idea  · 

  4. Reports/Analytics: Detailed Data on What Happened in a Call Journey (Call Queue)

    58 votes

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    8 comments  ·  Analytics & Reporting » Other  ·  Admin →
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    Planned  ·  AdminGurpreet (Principal Product Manager, Platform, RingCentral) responded

    Detailed visual Call Journey view for each and every call is going to be implemented in Business Analytics - Call Records widget where for CQ calls, you can expand the entire journey in a separate window and can see all the call legs and times, etc.


    But this will be part of Business Analytics Pro tier, and not Essentials. For essentials, it will be a non visual way of showing all call legs between different extensions.

    Allyson supported this idea  · 

  5. Ability to generate report that tracks an agents status throughout the day, like when they're available/not available/ on DND etc

    679 votes

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    Future Consideration  ·  106 comments  ·  Analytics & Reporting » Other  ·  Admin →
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    Allyson supported this idea  · 

  6. Call should not be detected as missed if it was answered elsewhere

    67 votes

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    3 comments  ·  Analytics & Reporting » LOB  ·  Admin →
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    Implemented  ·  AdminGurpreet (Principal Product Manager, Platform, RingCentral) responded

    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.

    Allyson supported this idea  · 

  7. Fax Message Transmission Result email should include a copy of the document that was faxed as an attachment.

    167 votes

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    Under Review  ·  11 comments  ·  Phone & Messaging » Application  ·  Admin →
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    Allyson supported this idea  · 

  8. Disable "AI is taking notes" when on call

    186 votes

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    42 comments  ·  Phone & Messaging » Admin Portal  ·  Admin →
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    Implemented  ·  AdminJessica H. (Admin, RingCentral) responded

    Hi everyone, you are now able to customize the announcement played during the call. Learn where in the Admin portal to update here.

    While not the ability to completely turn off the announcement, this customization allows for different companies to take into account their unique compliance needs. If a disclosure is not needed, a silent recording could be uploaded as a workaround.

    Thank you!

    Allyson supported this idea  · 

  9. Enable AI transcription on Desk phone

    287 votes

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    Planned  ·  81 comments  ·  Phone & Messaging » General Phone  ·  Admin →
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    Allyson supported this idea  · 

  10. automatically email recordings & transcripts

    20 votes

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    New  ·  1 comment  ·  AI Conversation Expert (ACE, formerly RingSense), AIR & AVA » ACE for RingCX  ·  Admin →
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    Allyson supported this idea  · 

  11. AI feature that'll automatically send out transcribed notes via email

    5 votes

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    New  ·  0 comments  ·  AI Conversation Expert (ACE, formerly RingSense), AIR & AVA » AVA (AI Virtual Assistant)  ·  Admin →
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    Allyson supported this idea  · 

  12. mask sensitive info from transcript and ai notes

    18 votes

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    New  ·  0 comments  ·  AI Conversation Expert (ACE, formerly RingSense), AIR & AVA » ACE (AI Conversation Expert)  ·  Admin →
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    Allyson supported this idea  · 

  13. Option to Correct AI Receptionist Voice Pronunciation

    18 votes

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    New  ·  2 comments  ·  AI Conversation Expert (ACE, formerly RingSense), AIR & AVA » AIR (AI Receptionist)  ·  Admin →
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    Allyson supported this idea  · 

  14. Email AI Receptionist Call History Summary After Each Call

    44 votes

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    New  ·  7 comments  ·  AI Conversation Expert (ACE, formerly RingSense), AIR & AVA » AIR (AI Receptionist)  ·  Admin →
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    Allyson supported this idea  · 

  15. Auto-email AI Assistant phone call transcripts to RingCentral User

    15 votes

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    New  ·  1 comment  ·  AI Conversation Expert (ACE, formerly RingSense), AIR & AVA » AVA (AI Virtual Assistant)  ·  Admin →
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    Allyson supported this idea  · 

  16. Mute In-Call Voice Notifications for Call Recording & Transcripts On

    88 votes

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    Planned  ·  17 comments  ·  AI Conversation Expert (ACE, formerly RingSense), AIR & AVA » AVA (AI Virtual Assistant)  ·  Admin →
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    Allyson supported this idea  · 

  17. edit transcripts

    28 votes

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    New  ·  2 comments  ·  AI Conversation Expert (ACE, formerly RingSense), AIR & AVA » ACE (AI Conversation Expert)  ·  Admin →
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    Allyson supported this idea  · 

  18. Different Ringtone for internal/direct dial calls to those that are calls from being in a group

    13 votes

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    Planned  ·  1 comment  ·  Phone & Messaging » Other  ·  Admin →
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    Allyson supported this idea  · 

  19. settings option to separate queue calls vs direct calls ringtone

    5 votes

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    New  ·  0 comments  ·  Phone & Messaging » Application  ·  Admin →
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    Allyson supported this idea  · 

  20. Separate call recording announcements for internal and external calls

    33 votes

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    Under Review  ·  1 comment  ·  Phone & Messaging » Admin Portal  ·  Admin →
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    Allyson supported this idea  · 
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