1668 results found

1. Embedded RC to track meeting time in a Teams Meeting

   Ability to track MS Teams meetings in the embedded RC App for ease of access all in one place.

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   Under Review  ·  0 comments  ·  Integrations: Microsoft Teams  ·  Delete…  ·  Admin →
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2. BT Cloud Work for Microsoft Teams

   Details : Customer would like to integrate MS Teams with BT Cloud Work. They've downloaded the app and connected it, but when they try to use it to make calls it asks the user to download the RingCentral App (they have the BT branded app installed). If they download the RC app it doesn't allow them to log in.Significance of the feature : Customer advised that they use MS Teams a lot for their business and would like to integrate it with BT Cloud WorkCurrent behavior : Microsoft Teams embedded dialer is only available for RingCentral accounts

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3. click to dial from google sheet with client's address for verification

   we need this feature added so we can just dial from google sheet and without going to a different program or software, it will integrate this on rc app and will get all customers' details including their address to easily verify the account

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4. Personalize User Status in RingCentral for Microsoft Teams

   It would be a great idea if we could personalize the user status when on a call using RingCentral for Microsoft Teams. At the moment when the user is on a call, it is showing "Busy" and it would be great if we could change it to "On a Call"

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5. Remove lengthy pause after greeting

   Hi, it would be so great if there was a way to remove the lengthy pause that follows the greeting, just before the “let me connect you automated voice” step. It can be confused as a connection error or call drop.

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6. Performance reports analytics API needed! OR update to call log API endpoint!

   So you're a manager and want to gamify and coach your reps who use RingCentral as their main dialer. You want an appropriate breakdown of call analytics and export/sync/integrate that data with a sales coaching and gamification platform (external to Ring Central). You currently have 2 options. You can use the Call aggregation data (Line Of Business Analytics) endpoint OR the List Company Call Records (Call log) endpoint. In ring central you have multiple ways of looking at call data. You can view call log reports, performance reports, and business analytics. The problem that arises is when wanting to integrate your call data with an external platform. You want to export the records so you can aggregate data yourself or export the user analytics all while having a source of truth in Ringcentral to go back and check against. Currently if you set up an integration with the call log API you get lots of discrepancies bc the call record is handled differently in the API and in app when looking at performance reporting. This idea is to bridge this gap. We either need a new endpoint that correctly matches user performance analytics as an endpoint that matches the same algorithms used in that reporting to aggregate and summarize user's call data OR we need the call log API to be updated to always include the user in the org that will be attributed for handling the call. For simple calls, the call log API endpoint is enough. Joe makes an outbound call to prospect A, and we see the length of the call and Joe's extension which we can look up against the directory and enrich the data with Joe's email, extensionID, etc etc For complicated calls that include queues, forwarding, transfers, department #s, IVR menus etc It's currently impossible to tell from the call log API WHO gets credit for the call. Even in the detailed view of the call log record, we can see all the legs but it seems that even RC's support team is unsure if they're in chronological order and HOW we'd get from point A to point B. WHO made the call or WHO picked up the phone and will ultimately get credit for it in the analytics dashboard is impossible to tell from the call log api endpoint. Here's a few response snippets from support tickets submitted inquiring about how to use the call log API (detailed views) to appropriately know who should get credit for a call. "From my understanding Performance reports analytics dashboard and the Call log APIs cannot be compared as they are from different systems and have different data source and implementations. Call log APIs can be compared with Call log reports available in your service web portal (https://service.ringcentral.com/).""Performance reports does not have an API yet to compare the Performance reports analytics dashboard with. If you are looking for call answered data through the Call log APIs, the detailed call log will have legs involved in the call. The legs are ideally in order and show the flow of the actual call. If you are looking for the extension that answered the call, you might want to look for “result”:“Call connected” and “reason”:“Accepted” in the Call log API response. If you have multiple transfers involved in the call and the call was answered by different users, then you will have multiple “result”:“Call connected” parameters in the API response."This is currently affecting managers' abilities to coach and gamify their reps in their ORG as some users may answer department calls and never receive credit for this externally due to lack of details in the call log API record or lack of a performance reports API endpoint. If there is a way to decipher call legs to know who should be getting credit for the call record, that would also be a great solution!

   So you're a manager and want to gamify and coach your reps who use RingCentral as their main dialer. You want an appropriate breakdown of call analytics and export/sync/integrate that data with a sales coaching and gamification platform (external to Ring Central). You currently have 2 options. You can use the Call aggregation data (Line Of Business Analytics) endpoint OR the List Company Call Records (Call log) endpoint. In ring central you have multiple ways of looking at call data. You can view call log reports, performance reports, and business analytics. The problem that arises is when wanting to integrate… more

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7. ezlynx CRM integration

   ezlynx integration

   3 votes

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   Future Consideration  ·  1 comment  ·  Other  ·  Delete…  ·  Admin →
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8. Generate an Alert/Notification for Errors Within RingCentral Cloud PBX for Microsoft Teams

   This is helpful for Admin Users in monitoring their system whenever there is a system-generated error even if they are not logged into it

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9. Route inbound calls if code is input (from Salesforce) / Inbound Caller Authentication

   Hi there. We have a use case where we want the ability for customers to inbound call but only get through to an agent if a code has been input. For example we only want calls to be routed to someone if they have paid for a service and that payment number is input via the dialpad. We need a way to confirm payment is made and was thinking a way would be to read from our CRM (Salesforce) record field. I am not sure if RingCentral caters to that use case but what would be an option to ensure agents only speak to a customer once the customer has confirmed some form of passcode step.

   Hi there. We have a use case where we want the ability for customers to inbound call but only get through to an agent if a code has been input. For example we only want calls to be routed to someone if they have paid for a service and that payment number is input via the dialpad. We need a way to confirm payment is made and was thinking a way would be to read from our CRM (Salesforce) record field. I am not sure if RingCentral caters to that use case but what would be an option to ensure… more

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10. Improve customer's call back response notification for RingCentral For MS Team

    We are using the RC integration into teams. If someone calls and we press reply and choose "I will call you back in 10 minutes", it says that phrase to the customer.
    The customer then has 5 options, for example, press 2 to leave a voicemail, 3 to respond Yes, 4 to respond No, or 5 to respond "Call me Urgently".
    If the customer chooses 3, 4 or 5, we are only getting a notification if the user has the RC tab in Teams open at the time. If they have teams open but are on the chat page, the notification from the customer is never shown, not even when they click the RC tab later.
    This is a real problem especially if the customer has chosen 5 for urgent callback.
    Can we either disable the option for the customer to choose one of those 3 prompts or can you help us fix it so that the prompt is always received somehow?

    We are using the RC integration into teams. If someone calls and we press reply and choose "I will call you back in 10 minutes", it says that phrase to the customer.
    The customer then has 5 options, for example, press 2 to leave a voicemail, 3 to respond Yes, 4 to respond No, or 5 to respond "Call me Urgently".
    If the customer chooses 3, 4 or 5, we are only getting a notification if the user has the RC tab in Teams open at the time. If they have teams open but are on the chat page, the… more

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11. Reducing Toll-Free SMS Validation Time

    Request Overview:We kindly request a reduction in the validation time for Toll-Free SMS verification. Currently, the process takes up to 30 days, which we believe is a longer duration than necessary. This extended timeframe may impact user experience and hinder the swift onboarding of new users or services.Detailed Description:Current Situation:The current Toll-Free SMS validation process takes up to 30 days to complete. This validation period poses challenges for our users, delaying the activation of services and hindering the overall user experience.Proposed Change:We propose a significant reduction in the Toll-Free SMS validation time to improve user satisfaction and streamline the onboarding process. Our suggestion is to set a more reasonable timeframe, aiming for completion within [Specify your suggested timeframe, e.g., 7 days].Rationale:User Experience Improvement: Reducing the validation time will significantly enhance the overall user experience, especially for those awaiting the activation of services that depend on SMS validation.Competitive Advantage: A quicker validation process will give our platform a competitive edge, as users are likely to choose services that provide a faster onboarding experience.Industry Standards: We have observed that industry standards for SMS validation typically range from [Specify industry standards, e.g., 24 hours to 7 days]. Aligning our validation process with or exceeding these standards would position us as a leader in user-friendly service activation.

    Request Overview:We kindly request a reduction in the validation time for Toll-Free SMS verification. Currently, the process takes up to 30 days, which we believe is a longer duration than necessary. This extended timeframe may impact user experience and hinder the swift onboarding of new users or services.Detailed Description:Current Situation:The current Toll-Free SMS validation process takes up to 30 days to complete. This validation period poses challenges for our users, delaying the activation of services and hindering the overall user experience.Proposed Change:We propose a significant reduction in the Toll-Free SMS validation time to improve user satisfaction and streamline the onboarding… more

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12. Custom Admin Role with view only permission

    Customer is looking for a custom admin role to have a view only permission specifically for the "User Tab".

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13. Intalling RingCentral Plug-ins silently

    It would be great if we had the option to bypass the operating system's network permission when installing plugins and an option to install it without creating a desktop shortcut. Most installers have options on whether to add shortcuts. However, the installer with RingCentral is behind some layers of wrappers so we need to experiment with whether we can customize this behavior

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14. Installing RingCentral Plug-ins silently

    It would be great if we had the option to bypass the operating system's network permission when installing plugins and an option to install it without creating a desktop shortcut.Most installers have options on whether to add shortcuts. However, the installer with RingCentral is behind some layers of wrappers so we need to experiment with whether we can customize this behavior

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15. Archive call recording real time

    Customer verbatim : We have purchased an Ultra account and have configured our SFTP accountin your app for syncing recorded data to our server. However, we havenoticed a delay in data availability after recording. We requirereal-time recording on our server, meaning that the data should be available immediately after the call ends on our SFTP or VSFTP server.

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16. Global Authorization Option for RingEX for HubSpot

    Unlike some competing integrations that support a centralized “service account” or “global admin” authorization model to sync data for all users simultaneously, the current RingCentral for HubSpot integration uses a 1:1 user authorization mapping.

    Because of this design, each individual user must complete their own authorization step to establish the connection between RingCentral and HubSpot. If a user does not complete authorization, calls may still function normally on the RingCentral side, but call logging and integration-related sync features within HubSpot will not work for that user.

    It would be beneficial to introduce an option that allows HubSpot or RingCentral admins to authorize the RingEX for HubSpot integration on behalf of users globally. This would streamline deployment, reduce onboarding friction, and eliminate the need for each user to log in individually to authenticate their account.

    Unlike some competing integrations that support a centralized “service account” or “global admin” authorization model to sync data for all users simultaneously, the current RingCentral for HubSpot integration uses a 1:1 user authorization mapping.

    Because of this design, each individual user must complete their own authorization step to establish the connection between RingCentral and HubSpot. If a user does not complete authorization, calls may still function normally on the RingCentral side, but call logging and integration-related sync features within HubSpot will not work for that user.

    It would be beneficial to introduce an option that allows HubSpot or RingCentral admins… more

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17. Keep the ACE service enabled, but disable the automatic posting of call logs to CRM.

    At the moment, we do not yet have an option to keep the ACE service enabled while selectively disabling the automatic posting of call logs to Salesforce or any connected CRM.

    Currently, the call logging behavior is tied to the ACE service functionality, and there is no separate setting available to disable only the auto-posting feature.

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18. Automatic contact creation for manually logged calls involving unknown numbers

    It would be awesome if there were a way to combine the two-log a call, take notes into the call log panel, then when you click “save” those notes are combined into the contact card that is auto-created.

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19. "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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20. 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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