Hi Product Team/Development Team,

I would like to submit a feature request for consideration regarding Agent/AI Summaries when a Contact Center (CC) call originates from MAX and is routed to the RingCentral App as the agent leg.

Currently, as the call bypasses the TEL server, the RingCentral App does not fully support certain extension-level functionalities, including Agent/AI Summaries, transcription, and other key features (such as mute). This limitation arises because the RC App doesn’t fully manage CC calls in the same way MAX does, which impacts our ability to leverage these functionalities.

Proposed Enhancement:

We are requesting support for Agent/AI Summaries when the RingCentral App is used as the agent leg for a Contact Center call. This would allow users to access full functionality for tasks such as transcription and summaries, even if the call is being managed through the RC App, thus improving the overall agent experience.

I believe this enhancement would help streamline workflows and improve the utility of the RingCentral App in the Contact Center environment.