266 results found
-
Allow Salesforce Call Logs Without Post-Call Notification Pop-Up
Option in the RingCentral for Salesforce integration to disable the post-call notification bubble/pop-up that appears when a call log is submitted, while retaining the call log functionality.
Currently, the available settings for disabling the pop-up also disable the call log screen-pop/logging behavior. We would like to continue having calls automatically logged in Salesforce but prevent the notification bubble from appearing after the call is logged.
15 votes -
Option to Customize or Suppress Default Task Subject in RingCentral for Salesforce Integration
Currently, the RingCentral for Salesforce integration automatically injects hardcoded text—specifically "Inbound from [Phone Number]" or "Outbound to [Phone Number]"—into the Salesforce Task Subject field upon call creation.
While the integration allows admins to configure options for the Subject picklist, it does not allow setting a true default Subject or leaving the field unpopulated for automated mapping. Setting default values directly on the Salesforce Task record type or object field gets overwritten by the CTI adapter's hardcoded payload. This forces end users to manually select a Subject from the dropdown on every call to override the string, creating unnecessary clicks and…
14 votes -
Queue-Based Salesforce Screen Pop Filtering
Enhance the RingEX for Salesforce integration to dynamically filter Salesforce screen-pop results based on the originating inbound call queue.
The customer operates a multi-client call centre, with each client assigned a separate call queue. Since the same caller may have multiple Salesforce Leads or Accounts associated with different clients, they want the integration to display only records matching the originating queue's corresponding Salesforce Record Type.
For example, calls received through the "Call Queue A" queue should only display matching Leads or Accounts with that client's Record Type, excluding records belonging to other clients even when they share the same phone…
7 votes -
ability to remove or hide the Text, Fax and Video Icon in RingCentral for salesforce
remove or hide the Text, Fax and Video Icon from Salesforce Agent Softphone since it may confuse some of agents
7 votes -
RC for Hubspot - Softphone features
I just wanted to share some feedback for the RC Integration via HubSpot in hopes of getting it as a change in future patchnotes.
The in-built window cannot be positioned in a spot that doesn't block any of the content.
Currently, we are unable to snap the pop-up window for RC onto our desktop screen so we can have it split with the main internet window. I manually scale the windows to stay on the same screen but whenever I get/make a call, the window expands due to the notes system, blocking the HS window again, as well as when…
4 votes -
salesforce queue sms
At the moment, selecting a call queue number as the SMS caller ID is not supported in RingEX for Salesforce. Having this would help our operations be more streamlined and prevent the team from having to toggle back and forth between Salesforce and the app.
13 votes -
Call log creation from RingCentral to Salesforce
Have an option to have the call logs from RingCentral be created as Interaction and Interaction Summary records in Salesforce, rather than as Task records.
We are using Salesforce Financial Services Cloud and would like to understand whether RingCentral provides out-of-the-box (OOB) integration to support these record types, or whether its standard integration supports call logging only through the Task object.
2 votes -
Enable Admin access to 'lock', the Auto log notes and sms
Enable Admin access to 'lock', the Auto log notes and sms just link the feature offered on the Integrations console
3 votes -
Automatic Package Version Updates for RingEX for Salesforce
Requesting an enhancement to the RingEX for Salesforce integration to support automatic package version updates whenever a new version is released.
Currently, Salesforce administrators may need to manually check the installed package version, review release notes, and initiate updates to ensure they are running the latest supported version. This process can be time-consuming and may result in customers remaining on outdated versions, potentially missing important bug fixes, performance improvements, security updates, and new features.
The requested enhancement would allow RingEX for Salesforce to automatically update to the latest compatible package version or notify Salesforce administrators when an update is available,…
2 votes -
Need RingCX for CTI to support automatically moving a Task from a converted Lead to its Contact
Use case:
Reps qualify leads in Salesforce. When a lead is qualified, they convert the lead into an account/contact/opportunity and transfer the call to account execs.
Often times, when an account exec gets the call, the record associated with the call in the 'Name' field is the lead record instead of the contact record. When the call concludes, a task is created automatically where the AE sets the call disposition and adds any relevant notes.
Since the Name (whoId) is the lead, the call record (task) does not show up under the contact's activity and since the lead has already…17 votes -
RC for Salesforce - CTI Utility
The Phone Utility width is too narrow in Salesforce. The width has been adjusted in both available Salesforce settings for the CTI window. However, when the window is opened, it initially expands to the configured width but then automatically reverts to the smaller default width. This suggests that another setting or process is overriding the width configured on the Salesforce side.
3 votes -
RingCentral for Salesforce Conference Call
Currently, when a Salesforce agent utilizes the RingCentral CTI (Computer Telephony Integration) to initiate a 3-way conference/merge call, hanging up or exiting the call prematurely terminates the session for all remaining external parties.
To improve agent efficiency, optimize call handling times, and prevent broken customer experiences, we propose an enhancement to the RingCentral for Salesforce integration to support Host-Initiated Drop-off (Persistent Bridging). This would allow an agent to bridge two external parties (e.g., a customer and a third-party vendor or internal specialist) and exit the call safely while leaving the other two participants connected.
5 votes -
Show number name in RingCentral phone adapter in Salesforce
Show number name in RingCentral phone adapter in Salesforce. Would like to show the number name in RingCentral Phone adapter in Salesforce
5 votes -
Salesforce Mass text
Ability to send a mass text for more than 10 recipient. Currently customer can only send to maximum 10 recipient
1 vote -
Documentation for Call Disposition / Call Result field values in RingCentral for Salesforce
We use the RingCentral for Salesforce integration and are building reporting logic based on the Call Disposition field ("Call Result") that your managed package writes to Task records.
We see values like: Answered, Missed, Answered Elsewhere, Voicemail, Reply, No Answer, Connected, Declined, Call connected, IP Phone Offline, Disconnected, Ringing, and Blocked.
Is there documentation that defines each of these Call Disposition values — specifically what call scenario or outcome triggers each one? We need this to ensure our automation accurately categorizes inbound calls as connected vs. missed.7 votes -
Salesforce custom call center / cti
Customer requesting to support their customize call center / cti
1 vote -
RC for Salesforce - Outbound Caller ID
Our phone numbers already have names assigned in RingCentral, but the Salesforce dialer’s “From” dropdown labels them “Direct,” including numbers assigned to call queues.
Can the dropdown display the phone number label or queue name instead? Agents need to distinguish the enrollment lines and select the correct outbound number.1 vote -
Increase the number of days for the authentication provider and named credential for automating SMS workflows in RingCentral for Salesforce.
We have an integration configured in our Salesforce tenant that references salesforce-sms@lendinggroupco.com. We have observed that, similar to other accounts, the OAuth record expires approximately every 31 days. We would appreciate guidance on implementing a service account configuration that would eliminate the need to re-authenticate the named credential every 31 days.
2 votes -
Log tasks under the actual user who performed the action
- Currently this is a known limitation to the SF connection in integration console.
- Once a sf env is connected in the integration console, the CTI apps will use the integration console backend to proxy the sf requests. This makes all these requests use the admin's token that was used to connect the env to the integration console.
- Because now all requests are using the admin's tokne, the tasks created are all created by the admin. Although the service makes an effort make the owner the user who handled the call, but not sure if that works for all cases, especially…
6 votes -
Salesforce call duration
Customer wants the call duration for both RingSense logs and RingCentral CTI logs to be the same.
As of now, they view calls from different perspected and can produce different results which customer do not want. If the call got transferred / forwarded the call is creating a new instance causing the CTI logs to be shorter rather than the RingSense logs which is capturing the whole call duration1 vote
- Don't see your idea?