People are reporting odd behaviors with click-to-dial

Hey, Team!

We’ve received reports that Click-to-Dial is sometimes matching non-phone numbers — things like IDs, timestamps, or other numeric sequences — and attempting to dial them. Thank you to everyone who flagged this.

What happened

We expanded our matching logic to better support international phone formats. Unfortunately, that change was overly aggressive and is causing some non-phone numeric text to be recognized as phone numbers.

Why this is tricky

Recognizing phone numbers reliably across the globe is a hard problem. Numbers appear everywhere (IDs, dates, order numbers, etc.), and formats vary widely by region. Broadening matching to catch more international patterns increases the risk of false positives.

What we’re doing

• We’re investigating the root cause and evaluating a more systematic approach that balances international support with precision.
• Engineering is rolling out targeted fixes and testing improvements to the matching logic to reduce false positives without losing international coverage.
• We’ll monitor reports and share updates here as we validate fixes across regions.

Please be patient while we research and continue to deploy fixes. Our goal is to make Click-to-Dial as reliable for customers outside North America as it is for the US and Canada.

If you’re seeing this behavior, please reply here with an example (a screenshot or the text string) and your region — that will help us reproduce and resolve the issue faster.

Thanks for your help and understanding — we’ll keep you posted.

— The RingCentral Team