1715 results found

1. Caller ID for Call Queue Pick up members

   Call queue non-members and pickup members should have the option to use the call queue Caller ID, even if they are not part of the call queue.

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2. RC Video Meeting as Default Video Provider in Google Calendar / Workspace Events

   Customer would like to use only RC Video Meeting as Video Provider in the Google Calendar event to prevent users for scheduling a meeting and using Google Meet as Video Provider.

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3. "Draft for me": AI-Assisted, Conversational Workflow Creation

   We are proposing a transformative enhancement to the Workflow Builder with our new 'Draft for me' initiative. Despite our best efforts, building complex workflows remains a significant challenge, especially for non-technical users. Current methods require numerous clicks and detailed manual configuration, making intricate agentic AI flows, error handling, and third-party integrations time-consuming and out of reach for many.

   The 'Draft for me' feature aims to drastically reduce this friction by introducing an AI-assisted, conversational approach inspired by 'vibe-coding'. This will become the primary modality for workflow creation and editing.

   Here's how it works:
   * Natural Language Creation: When creating a new workflow, users will be prompted to describe their desired workflow in natural language. The LLM will then process this input and generate a workflow draft.
   * Real-time, Conversational Editing: Users can test and debug the generated workflow through an embedded chat experience. They can issue messages to make modifications, with the LLM providing reasoning for its edits, much like a collaborative coding session.
   * Targeted Edits: To address ambiguity, users can click on specific workflow nodes (e.g., a particular HubSpot node) to pinpoint elements for AI-assisted editing, enhancing precision.
   * Seamless Modality Switching: Builders can fluidly switch between editing the workflow directly on its canvas and leveraging the AI chat interface at any point, regardless of how the workflow was initially created (manually, template, or AI-generated).
   * Transparency: The chat interface will clearly indicate when the LLM is processing edits and when they have been successfully completed, along with its reasoning.

   This shift will empower both non-technical builders and developers to create sophisticated, production-ready automations with unprecedented speed and minimal manual effort, moving away from manual creation as the default and reserving it primarily for minor refinements.

   This idea was automatically created by RingPM with a placeholder link like: [Initiative in RingPM](APP_URL).

   We are proposing a transformative enhancement to the Workflow Builder with our new 'Draft for me' initiative. Despite our best efforts, building complex workflows remains a significant challenge, especially for non-technical users. Current methods require numerous clicks and detailed manual configuration, making intricate agentic AI flows, error handling, and third-party integrations time-consuming and out of reach for many.

   The 'Draft for me' feature aims to drastically reduce this friction by introducing an AI-assisted, conversational approach inspired by 'vibe-coding'. This will become the primary modality for workflow creation and editing.

   Here's how it works:
   * Natural Language Creation: When creating a… more

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4. Allow Admins to Disable Logging for Internal Calls in RingEx for Dynamics

   RingEx for Dynamics does not expose a separate “Log extension calls” (or similar) option in settings the way some other integrations (for example Zendesk) do. So, there is no in-app switch for agents or admins to exclude extension-to-extension or internal calls from logging in Dynamics.

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5. AI Notes/Transcript send to the email not in the form of a link but as readable text

   "We would like to have the Transcripts of our call sent to our email directly, not in the form of a link but as readable text. We are able to receive AI summaries via email already but the call transcript is being sent as a link. We want the transcript to be received as readable text in our email."

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6. Integration Console - Salesforce connect

   Connect the Salesforce to the integration console for enhanced integration features with RingCentral

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   Implemented  ·  AdminByrne (Group PM, RingCentral) responded

   According to the PM, this was completed Q1 2026!

7. RingCentral Pop-up modification in Salesforce

   Salesforce integration with RingCentral, they want to edit and modify the RingCentral pop-up softphone to have the same fields as the Log A Call option in Salesforce, wants to add Last Touchpoint and other customer details for more simpler use

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8. Be able to Filter Agent APIs by email address, etc.

   In scenarios we are given email addresses of the agent, and don't know the actual agent id, it would be helpful for APIs like /v1/admin/accounts/{accountId}/realTimeData/agent where we can pass a filter value, i.e. email that will return a subset.

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9. Salesforce - Live Reports

   The customer would like to understand the best way to have their live reporting data synchronized or exported to Salesforce. Specifically, they would like to know if there is a way to access or view their live reporting directly within Salesforce, and what options are available to achieve this.

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10. Call Waiting Ringtone in RingEX for HubSpot

    The Call Waiting feature is currently available only in the RingCentral desktop and web applications and is not supported within the RingEX for HubSpot CTI dialer. When a call is received on Line 2 while another call is active in the CTI, the incoming call must be manually ignored.

    As an alternative, you may configure RingEX for HubSpot to use the RingCentral desktop application for calling by navigating to Settings > Calling and selecting RingCentral App. This allows calls to be handled through the standalone RingCentral application, where call waiting and other calling features are supported.

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11. Additional Instructions/Guides on Admin Portal

    Give additional instructions in the system whether to use semi-colon or comma when adding email recipients.

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12. responsibid

    Hi, I would love to integrate RingCentral info with Responsibid.com software. Please let me know if this is possible. Surely, It's possible to integrate, but I understand different companies may only allow certain integrations.

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13. Option to Stop Automated Replies for Emojis/Reaction

    RingCentral would benefit from adding a conditional function in its Workflow Builder that detects when a customer reply consists solely of an emoji or a reaction to a previous SMS. In such cases, the workflow should have the option to suppress or halt automated responses, preventing unnecessary or repetitive messaging. This enhancement would improve customer experience by ensuring that automation remains context-aware and avoids responding inappropriately to non-textual interactions

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14. Integrating a schedule within call queues

    Integrating a schedule within call queues in RingCentral. Specifically, determine if there is a way to automate the schedule based on an external calendar or application such as QGenda.

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15. Schedule welcome/activation invite for a future date via API

    Current state:
    - In batch provisioning, sendWelcomeEmail is a boolean only (send now or not at all). It cannot target a future date/time.
    - The transition object on PUT /extension/{id} (sendWelcomeEmailsToUsers / sendWelcomeEmail) is also boolean only, with no scheduled datetime.
    - The "Schedule invite" option (pick a date/time) exists only in the Admin Portal Add User wizard, not in any API.

    Use case:
    We provision new hires via the batch-provisioning API ahead of their start date. We want the activation invite to land on the start date, not at provision time. Today, the only way to schedule that is manually in the Admin Portal, or by building an external scheduler that fires a transition call on the start date. Native API support for a scheduled invite would let us fully automate onboarding without an external cron job or a manual portal step.

    Requested capability:
    A scheduled-invite parameter on user provisioning or the extension transition, for example:
    "transition": { "sendWelcomeEmailsToUsers": true, "scheduledTime": "2026-07-06T13:00:00Z" }
    or an equivalent scheduled-activation field, matching the Admin Portal's existing "Schedule invite" behavior.

    Current state:
    - In batch provisioning, sendWelcomeEmail is a boolean only (send now or not at all). It cannot target a future date/time.
    - The transition object on PUT /extension/{id} (sendWelcomeEmailsToUsers / sendWelcomeEmail) is also boolean only, with no scheduled datetime.
    - The "Schedule invite" option (pick a date/time) exists only in the Admin Portal Add User wizard, not in any API.

    Use case:
    We provision new hires via the batch-provisioning API ahead of their start date. We want the activation invite to land on the start date, not at provision time. Today, the only way to schedule that is… more

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16. Hubspot contact sync

    It would be great if all my hubspot contacts were listed under "hubspot contacts." Right now we have internal contacts and personal contacts. All HubSpot contacts sync to my personal contacts, and the limit is 10,000. All contacts from HubSpot are shared within the company, so they really aren't personal contacts. Now, if I want to create a personal contact, I have to go into my admin portal, delete a contact, and then hurry and add my personal contact. The reason I use my desktop app instead of the HubSpot integration with calls via RingEx is that most of my communication is through text message. The desktop app for RingCentral is way cleaner for managing my text messages. RingCentral through HubSpot is not as user-friendly for calls, either. Much easier to manage everything in the RingCentral desktop app, but not all of my "HubSpot" contacts can be synced since we hit that limitation. Our contacts in HubSpot will only continue to grow as we pull data for marketing campaigns

    It would be great if all my hubspot contacts were listed under "hubspot contacts." Right now we have internal contacts and personal contacts. All HubSpot contacts sync to my personal contacts, and the limit is 10,000. All contacts from HubSpot are shared within the company, so they really aren't personal contacts. Now, if I want to create a personal contact, I have to go into my admin portal, delete a contact, and then hurry and add my personal contact. The reason I use my desktop app instead of the HubSpot integration with calls via RingEx is that most of my… more

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17. Establish Integrations with SuiteCRM formerly known as SugarCRM

    Integrate RingCentral with SuiteCRM

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18. Enable Salesforce Case Number synchronization into RingCX Custom Interaction Fields via Salesforce CLI/CTI integration

    Summary:
    Customer requests the ability for RingCX to automatically retrieve and store the Salesforce Case Number associated with an interaction (linked via RingCentral Salesforce CLI/CTI integration) into a RingCX Custom Interaction Field for reporting and analytics purposes.

    Current Behavior:
    * Agents can associate a Salesforce Case to a RingCX interaction using the RingCentral for Salesforce CLI/CTI integration.
    * The association is stored within Salesforce (Activity/Task/Case relationship).
    * RingCX interaction records do not receive or store Salesforce Case-level attributes (e.g., Case Number).
    * RingCX Analytics does not expose Salesforce Case Number data unless manually entered or externally enriched.

    Requested Enhancement:
    Provide a mechanism within the RingCentral Salesforce integration to:

    1. Detect when a Salesforce Case is linked to a RingCX interaction (via CLI/CTI)
    2. Retrieve the associated Salesforce Case Number (e.g., C0012345)
    3. Automatically populate a designated RingCX Custom Interaction Field with the Case Number
    4. Ensure the field is available in:

    • RingCX Analytics
    • Interaction Detail Reports
    • Exported datasets (if applicable)

    Expected Behavior:
    * Agent links a Salesforce Case during or after a RingCX interaction
    * System automatically retrieves Salesforce Case Number
    * RingCX updates the corresponding interaction record with:

    • Field: SalesforceCaseNumber (custom interaction field)
    • Value: C0012345
      • Field is immediately available for reporting and analytics use

    Business Justification:
    * Eliminates manual effort required to reconcile RingCX interactions with Salesforce Cases
    * Improves cross-platform visibility between telephony and CRM systems
    * Enhances reporting accuracy and operational analytics
    * Enables supervisors and analysts to directly map interactions to Salesforce Case records within RingCX
    * Reduces dependency on external data joins or manual exports

    Current Limitation:
    * The integration currently supports Case association but does not expose or synchronize Salesforce object fields (such as Case Number) back into RingCX.
    * RingCX does not perform CRM object field retrieval after linkage via CLI/CTI.

    Use Case:
    An agent handles a customer interaction in RingCX and links a Salesforce Case during the workflow. Reporting teams need the Salesforce Case Number to appear directly within RingCX analytics to identify which CRM case corresponds to each interaction without requiring manual lookup or external reconciliation.

    Impact:
    * Reporting fragmentation between Salesforce and RingCX
    * Manual reconciliation required for analytics and auditing
    * Reduced operational efficiency for QA, reporting, and compliance teams

    Suggested Implementation Options (Engineering Consideration):
    * Extend Salesforce CTI integration to pass Case metadata (Case Number) into RingCX interaction payload
    * Introduce API-level enrichment endpoint for interaction updates post-creation
    * Support middleware-driven enrichment via supported RingCX APIs (if available)
    * Allow configurable field mapping between Salesforce Case object fields and RingCX Custom Interaction Fields

    Summary:
    Customer requests the ability for RingCX to automatically retrieve and store the Salesforce Case Number associated with an interaction (linked via RingCentral Salesforce CLI/CTI integration) into a RingCX Custom Interaction Field for reporting and analytics purposes.

    Current Behavior:
    * Agents can associate a Salesforce Case to a RingCX interaction using the RingCentral for Salesforce CLI/CTI integration.
    * The association is stored within Salesforce (Activity/Task/Case relationship).
    * RingCX interaction records do not receive or store Salesforce Case-level attributes (e.g., Case Number).
    * RingCX Analytics does not expose Salesforce Case Number data unless manually entered or externally enriched.

    Requested Enhancement:
    Provide… more

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19. Okta certificate

    Ability to update Okta certificate on RC without going to Okta

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20. Hubspot - Call Workflow

    Basically i am trying to setup a workflow, based on call ended trigger.
    After failing all attempts to get contacts enrolled in that, i contact Hubspot support for an advice.
    They only could suggest this

    "But because the calls are coming from an integration, we rely on the information they shared with us and how this information is sent to us. If they don't share the engagement ID we need in order to trigger an even workflow, our hands are tied" .Is there any way to push this engagement ID into hubspot? Or any workaround that may be you suggested to other users. My AIM is to trigger all contacts that has a call logged in their activity

    Basically i am trying to setup a workflow, based on call ended trigger.
    After failing all attempts to get contacts enrolled in that, i contact Hubspot support for an advice.
    They only could suggest this

    "But because the calls are coming from an integration, we rely on the information they shared with us and how this information is sent to us. If they don't share the engagement ID we need in order to trigger an even workflow, our hands are tied" .Is there any way to push this engagement ID into hubspot? Or any workaround that may be you suggested… more

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