1715 results found

1. Salesforce call queue calls

   Ability to remove or do not show the calls from call queuee under all calls tab of Rc for SF

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2. Prevent Duplicate Call Logs in MS Teams When Landline is Busy

   Feature Enhancement Request: Prevent Duplicate Call Logs in MS Teams When Landline is Busy

   1. Summary of the Request: Customers using the RingCentral integration with Microsoft Teams have reported that when their landline is busy, incoming calls are logged three times in the MS Teams call history instead of once. If the landline is not busy, missed calls are logged correctly as a single entry.

   This issue affects call tracking, reporting accuracy, and overall user experience.

   1. Business Justification: This enhancement is critical for ensuring accurate call history records and preventing unnecessary confusion for users. The current behavior leads to:

   Operational inefficiencies – Agents may waste time returning duplicate missed calls or failing to identify actual missed calls.

   Inaccurate reporting – Metrics such as missed call rates, call volume, and response times are distorted.

   Customer frustration – End users might think they missed multiple calls when only one attempt was made.

   Fixing this issue will improve user experience, reporting accuracy, and operational efficiency.

   1. Use Case: A call center agent is on a call using their landline. While still on the call, another customer tries to reach them.

   Instead of logging a single missed call, MS Teams records three duplicate entries in the call history.

   After finishing their call, the agent is unsure whether they missed three separate calls or just one.

   This causes unnecessary follow-ups and reporting inconsistencies.

   1. Expected Behavior: A missed call should be logged only once in MS Teams, regardless of whether the landline is busy.

   Call history should accurately reflect actual call attempts without duplication.

   1. Steps to Reproduce: Ensure the landline is engaged on an active call.

   Have another caller dial the same landline.

   Check the MS Teams call history – the call is registered three times instead of once.

   Repeat the test when the landline is not busy – the missed call logs correctly as a single entry.

   1. Troubleshooting & Workarounds Attempted: Cleared MS Teams cache.

   Reinstalled RingCentral and MS Teams applications.

   Reconfigured the integration.

   Ensured both MS Teams and RingCentral are updated to the latest versions.

   Restarted affected devices.

   Issue still persists after all troubleshooting steps.

   1. Proposed Solution:
      Enhance the call logging mechanism in the UC platform so that missed calls are logged only once per call attempt, even when the landline is busy.

   2. Benefits of Enhancement:
      ✅ Accurate Call History – Prevents confusion and ensures users see the correct number of missed calls.
      ✅ Improved Productivity – Reduces unnecessary follow-ups and misinterpretations of call logs.
      ✅ Better Customer Experience – Avoids miscommunication and duplicate callbacks.
      ✅ Reliable Reporting – Ensures that call center analytics and performance metrics remain accurate.

   Feature Enhancement Request: Prevent Duplicate Call Logs in MS Teams When Landline is Busy

   1. Summary of the Request: Customers using the RingCentral integration with Microsoft Teams have reported that when their landline is busy, incoming calls are logged three times in the MS Teams call history instead of once. If the landline is not busy, missed calls are logged correctly as a single entry.

   This issue affects call tracking, reporting accuracy, and overall user experience.

   1. Business Justification: This enhancement is critical for ensuring accurate call history records and preventing unnecessary confusion for users. The current behavior leads to:

   Operational inefficiencies… more

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3. Blocked numbers in the main super admin should not be blocked for other users.

   When the main super admin add a number in their blocked numbers it shouldn't be blocked to the other user extensions.

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   New  ·  1 comment  ·  Accessibility  ·  Delete…  ·  Admin →
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4. RC for Salesforce - Customizing Type field on Task

   "Is it possible to adjust how the activity record is populated after a call is logged? We want to adjust things like what the “type” field on the activity populates with"

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5. Live transcription support in Zendesk

   Live transcription to be automatically added to the selected ticket when answering a call from Ring Central from within Zendesk.

   Currently, this automatically inputs the call details (Time, Inbound/Outbound, Duration) but it would be great if it could input the call transcription or a summary of this.

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6. Distinct audio device for ringing in Zendesk

   The Ability to configure a dual ringer inside Zendesk when using RingCentral. Currently you can only specify the individual audio device.

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7. SMS/Voicemail/Fax notification on RC for Salesforce

   Currently, we only have a ringing tone for incoming calls on RC for Salesforce.

   It would be great if we had a notification/tone or flash app option whenever a user receives a text message, voicemail, or fax using RC for Salesforce.

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   2 votes

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8. LMN landscape software adapter for App Connect

   If ringcentral would communicate with the crm portion of LMN for landscape software to automatically add notes to customer profiles automatically.

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9. Pre-scheduled messaging

   Allow for any direct or team message to be scheduled to send at a specific time and date.

   2 votes

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   1 comment  ·  Developer Console  ·  Delete…  ·  Admin →
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   Planned  ·  AdminByrne (Group PM, RingCentral) responded

   Workflow Builder will soon be adding support for "scheduled workflows" - a feature that could support this use case.

10. HubSpot call log automation

    Would it be possible for RingCentral (HubSpot) to automate call dispositions, meeting types, and call outcomes? JustCall seems to offer this functionality, and implementing something similar could enhance efficiency and save time for users.

    3 votes

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11. Log a call to a case or project in Netsuite x RC App Connect

    Option to log a call to a case or project in Netsuite x RC App Connect

    4 votes

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    Future Consideration  ·  1 comment  ·  Integrations: App Connect  ·  Delete…  ·  Admin →
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12. Dynamics calling mode

    Add MS Teams Embedded app as option on the dropdown of calling mode of RingCentral for Dynamics

    3 votes

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13. RingCentral Scheduler using Google (Gmail users)

    Allows Google users signed in to Outlook to schedule a meeting using RingCentral for Scheduler

    2 votes

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14. Infor Cloudsuite CRM

    Please add the Infor Cloudsuite CRM

    1 vote

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15. Integrate CRM system 'Charity Log'

    Integrate 'Charity Log' CRM system with Ring Central

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16. Enable user to have option to resize RC for Salesforce Dialer

    Enable user to have option to resize RC for Salesforce Dialer

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17. Presence Sync mapping in Teams integrations

    If I'm in an external stakeholders meeting, I would want not only my RC for Teams App to show I’m busy, but also my Ring Central App. It should behave the same as if I was on a PSTN call.

    Is there a reason why it doesn’t behave the same?

    1 vote

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18. Enable Voicemail Queue and Direct Playback in Salesforce

    Customer would like the ability to manage voicemails directly within the Salesforce applet instead of relying on email delivery, which currently provides only a link rather than an attached file. He is requesting a voicemail queue feature within Salesforce that allows users to view, prioritize, and play voicemails directly from the applet, similar to how calls are managed. This would streamline workflow, improve efficiency, and eliminate the need to switch between platforms to access voicemails.

    7 votes

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19. Enable users on Salesforce to select all Numbers on the account

    Enable users on Salesforce to select all numbers associated to the account and not limited per extension

    2 votes

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20. Ability to see the External Shared Contact Directory in RingCentral for Salesforce Softphone

    We are not seeing Search results when we search for an External Shared Contact Directory in the Salesforce Softphone. They show up in the RingCentral App outside of SalesForce but not getting any results in the Softphone in Salesforce.

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