1786 results found

1. 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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2. 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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3. Okta certificate

   Ability to update Okta certificate on RC without going to Okta

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4. 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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5. 311 call handling

   Currently, 311 calls are routed based on the caller's phone number. We would like to explore the possibility of routing calls based on the caller's physical location instead.

   Is there a supported method or feature that would allow 311 calls to be routed according to the caller's geographic location rather than the originating phone number?

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6. Auto-Push RingCentral ACE AI Summary to Salesforce Case

   Summary
   When a call is completed and ACE generates a detailed AI summary, that summary should automatically be written to the linked Salesforce Case , no manual steps, no copy-pasting, no agent intervention required.

   ---

   Current Behavior
   RingCentral's Salesforce integration currently supports pushing RingSense AI summaries to Salesforce Cases. However, ACE (Advanced Conversation Engine) summaries are not included in this integration. ACE produces significantly more detailed and structured call summaries compared to the standard RingSense instant AI summary, but there is currently no way to get that output into Salesforce automatically.

   The only workaround today is for agents or supervisors to manually copy the ACE summary and paste it into the Case , which defeats the purpose of having AI-generated summaries in the first place and introduces inconsistency in how cases are documented.

   ---

   Requested Behavior
   Once ACE finishes generating a summary for a completed call:
   - The summary should be automatically pushed to the associated Salesforce Case (matched via the existing CTI / Web Service Mapping integration)
   - It should populate a designated Case field or be appended to Case Comments / Activity log — configurable by admin
   - No manual action should be required from the agent or supervisor
   - If ACE summary generation is delayed (async), the push should trigger as soon as the summary is ready, not just at call end

   Summary
   When a call is completed and ACE generates a detailed AI summary, that summary should automatically be written to the linked Salesforce Case , no manual steps, no copy-pasting, no agent intervention required.

   ---

   Current Behavior
   RingCentral's Salesforce integration currently supports pushing RingSense AI summaries to Salesforce Cases. However, ACE (Advanced Conversation Engine) summaries are not included in this integration. ACE produces significantly more detailed and structured call summaries compared to the standard RingSense instant AI summary, but there is currently no way to get that output into Salesforce automatically.

   The only workaround today is for agents or supervisors to… more

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7. ability to access all meetings as super admin

   As a Super Admin, I should be able to view and access calendar/meeting data for all users in the organization directly through the Admin Portal or API, without requiring delegated access on a per-user basis and i should be able to see the transcripts, AI summary.

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8. auto-create and log contact in app connect

   A setting to auto-create a contact for unknown callers.

   My goal is to have all calls, missed calls, SMS, and voicemails automatically logged into Google Sheets for business line, including new customers who are not already contacts.

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9. App Connect create contact

   Auto Create contact

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10. SMS group salesforce

    Ability to send SMS messages to a group in the same way emails can be sent to a distribution group

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11. Group SMS for Hubspot

    Ability to log a group SMS within Hubspot

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12. Admin UI Cross Configuration

    There's 5 different ways I can connect up my WiFi within Windows 11: tool bar, settings, control panel, etc.

    Specifically for this issue, it would be awesome if there were three other ways to disconnect a phone number from a phone that had previously been in a limited extension group. Maybe in the unassigned phones, when clicking on the phone there is an option to unassign the number from the phone and if you confirm you get a warning message saying that the unassigned Limited Extension in groups will be deleted also.

    Like it would be incredible to see more cross configuration from other places within the Ring Central UI.

    There's 5 different ways I can connect up my WiFi within Windows 11: tool bar, settings, control panel, etc.

    Specifically for this issue, it would be awesome if there were three other ways to disconnect a phone number from a phone that had previously been in a limited extension group. Maybe in the unassigned phones, when clicking on the phone there is an option to unassign the number from the phone and if you confirm you get a warning message saying that the unassigned Limited Extension in groups will be deleted also.

    Like it would be incredible to see more… more

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13. Improve Internal Call Identification for Microsoft Teams Direct Routing Integration

    Current Behavior

    In the Microsoft Teams Direct Routing integration, calls placed between internal RingCentral users are not recognized by Microsoft Teams as native Teams-to-Teams calls.

    When an internal RingCentral user places a call to another internal RingCentral user who receives the call through Microsoft Teams, the call is routed as follows:

    RingCentral User → RingCentral Platform → Direct Routing SBC/Trunk → Microsoft Phone System → Microsoft Teams Client

    Because the call is delivered through the Direct Routing infrastructure, Microsoft Teams identifies the call as a telephony call rather than a call originating from a Teams user identity. As a result, Microsoft Teams displays the caller's name and extension correctly but classifies the call as "External."

    Business Impact

    This behavior creates confusion for end users because calls originating from colleagues within the same RingCentral organization are presented as external calls in Microsoft Teams.

    Common impacts include:

    Reduced user confidence in caller identification.
    Difficulty distinguishing true external calls from internal organizational calls.
    Inconsistent user experience between RingCentral and Microsoft Teams.
    Increased support inquiries regarding why internal calls appear as external.
    Potential hesitation in answering calls that appear to originate from outside the organization.

    Requested Enhancement

    Evaluate and implement enhancements that would allow Microsoft Teams users receiving calls through Direct Routing to have internal RingCentral callers identified as internal rather than external whenever sufficient identity information is available.

    Potential approaches may include:

    Enhanced identity correlation between RingCentral extensions and Microsoft Teams user accounts.
    Directory synchronization improvements that allow Teams to recognize RingCentral extension ownership.
    Additional SIP header mappings or metadata presentation that can be leveraged by Microsoft Teams for call classification.
    Alternative integration methods that improve internal caller recognition within the Teams client.

    Expected Outcome

    When a RingCentral user calls another internal RingCentral user who receives the call in Microsoft Teams, Teams should be able to identify the call as originating from an internal organizational user whenever caller identity can be confidently matched, thereby preventing the call from being displayed as "External."

    This enhancement would improve the overall user experience, reduce confusion, and provide a more seamless integration between RingCentral Direct Routing and Microsoft Teams.

    Current Behavior

    In the Microsoft Teams Direct Routing integration, calls placed between internal RingCentral users are not recognized by Microsoft Teams as native Teams-to-Teams calls.

    When an internal RingCentral user places a call to another internal RingCentral user who receives the call through Microsoft Teams, the call is routed as follows:

    RingCentral User → RingCentral Platform → Direct Routing SBC/Trunk → Microsoft Phone System → Microsoft Teams Client

    Because the call is delivered through the Direct Routing infrastructure, Microsoft Teams identifies the call as a telephony call rather than a call originating from a Teams user identity. As a result,… more

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14. tekDrive Integration Request

    tekDrive is an automotive software platform built for independent repair shops, service advisors, technicians, managers, and shop owners. Our goal is to make critical shop information easier to access, organize, and review from one centralized system.

    We are requesting that tekDrive be considered for inclusion in the RingCentral App Gallery so existing RingCentral customers in the automotive repair industry can connect their RingCentral accounts to tekDrive.

    The primary purpose of this integration is to allow authorized shop users to securely access inbound and outbound call records, call logs, and call recordings inside tekDrive. This would help shop owners and managers maintain a centralized communication history tied to their business operations, customers, repair orders, employees, and internal quality-control processes.

    Access would be permission-based and limited to authorized users within the connected automotive service center, such as owners, managers, advisors, and approved employees. Each shop would control its own account access, retention preferences, and internal permissions.

    Planned integration features include:

    Secure connection to RingCentral through approved authentication and API permissions
    Importing inbound and outbound call logs
    Access to authorized call recordings where enabled by the RingCentral customer
    Long-term call archive options based on the shop owner’s retention preferences
    A/B speaker transcription for easier call review and readability
    Searchable communication history for customer service, sales training, dispute resolution, and quality control
    Optional live call-coaching tools for service advisors and sales professionals, processed through tekDrive infrastructure

    Our company website is:

    www.tekdrive.com

    tekDrive is focused on helping automotive repair businesses improve communication, accountability, training, and customer-service workflows while maintaining proper user permissions and customer-controlled access.

    tekDrive is an automotive software platform built for independent repair shops, service advisors, technicians, managers, and shop owners. Our goal is to make critical shop information easier to access, organize, and review from one centralized system.

    We are requesting that tekDrive be considered for inclusion in the RingCentral App Gallery so existing RingCentral customers in the automotive repair industry can connect their RingCentral accounts to tekDrive.

    The primary purpose of this integration is to allow authorized shop users to securely access inbound and outbound call records, call logs, and call recordings inside tekDrive. This would help shop owners and managers… more

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15. Classify inbound calls

    add the ability to classify inbound calls as "Bookable" or "Non-Bookable". This will help businesses track CSR performance accurately.

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16. Ring Central Archiver - File Naming Convention

    We connected our RC archiver to BOX to store recordings, but the file naming convention was updated in the process. The file name now makes it difficult for our automation to extract the phone number and relate call recordings to records in Salesforce. Is there any way we can adjust the file naming convention when file move from RC to Box?

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17. 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.

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18. Desktop Plugin for Microsoft Teams - Limit the number of valid calls

    Desktop Plugin for Microsoft Teams - Limit the number of valid call sessions to a reasonable number of seconds, to stop multiple calls to the same number. Since the RC embedded app in Teams does not disable the dialer a user can keep clicking the dial button before the call popup window launches. RC embedded app does not block the call button like the standard RC app with a pop up windows saying the dialer has launched into a pop up window and the RC Desktop Pugin also has no limitation on how many calls can be made with in seconds/milliseconds this allowing users to click as many times as they want spawning multiple calls to the same person or if calling into CXOne the user well get multiple agents answering the call.

    Desktop Plugin for Microsoft Teams - Limit the number of valid call sessions to a reasonable number of seconds, to stop multiple calls to the same number. Since the RC embedded app in Teams does not disable the dialer a user can keep clicking the dial button before the call popup window launches. RC embedded app does not block the call button like the standard RC app with a pop up windows saying the dialer has launched into a pop up window and the RC Desktop Pugin also has no limitation on how many calls can be made with in… more

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19. Desktop Plugin for Microsoft Teams - Limit the number of valid calls

    Desktop Plugin for Microsoft Teams - Limit the number of valid call sessions to a reasonable number of seconds, to stop multiple calls to the same number. Since the RC embedded app in Teams does not disable the dialer a user can keep clicking the dial button before the call popup window launches. RC embedded app does not block the call button like the standard RC app with a pop up windows saying the dialer has launched into a pop up window and the RC Desktop Pugin also has no limitation on how many calls can be made with in seconds/milliseconds this allowing users to click as many times as they want spawning multiple calls to the same person or if calling into CXOne the user well get multiple agents answering the call.

    Desktop Plugin for Microsoft Teams - Limit the number of valid call sessions to a reasonable number of seconds, to stop multiple calls to the same number. Since the RC embedded app in Teams does not disable the dialer a user can keep clicking the dial button before the call popup window launches. RC embedded app does not block the call button like the standard RC app with a pop up windows saying the dialer has launched into a pop up window and the RC Desktop Pugin also has no limitation on how many calls can be made with in… more

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20. RC App Dial pad Feature to Prompt in RC app that "The Keypad is now open in a new window."

    Teams embedded RC app to have Dial pad feature to Prompt in RC app that "The Keypad is now open in a new window." to match RC App. The Dialer window in RC embedded app does not disappear or get disabled when the pop up dialer window is launching allowing users to click as many times as they want spawning multiple calls to the same person or if calling into CXOne the user well get multiple agents answering the call.

    1 vote

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