16 results found

1. Sync Teams Status with RC Status

   As a company we rely on our Microsoft Teams status (NOT RC) to let staff know our availability and more importantly to route external calls to relevant call queues\voicemails, etc. when unavailable or on a call. We use RC Teams embedded dialer app to make\receive external calls. DND is the only Teams status that sync's across to RC and drops that status into DND which will achieve the desired result of forwarding calls on for answer via call queues etc. I would like to see the following Teams statuses achieve the same thing. Specifically Appear offline, In a meeting, On a call and Busy.Be right backAppear awayAppear offlineIn a meetingOn a callBusyThis seems a basic requirement and one I would imagine should be achievable as we are aware of other providers out there who appear to have been able to provide such a feature. As a UK based local government authority we are expected to answer over 90% of calls and a more simple seamless approach to status sync is something we would very much like to see in a future release and something as fundamental as this should be high on the agenda in my opinion.

   As a company we rely on our Microsoft Teams status (NOT RC) to let staff know our availability and more importantly to route external calls to relevant call queues\voicemails, etc. when unavailable or on a call. We use RC Teams embedded dialer app to make\receive external calls. DND is the only Teams status that sync's across to RC and drops that status into DND which will achieve the desired result of forwarding calls on for answer via call queues etc. I would like to see the following Teams statuses achieve the same thing. Specifically Appear offline, In a meeting, On… more

   29 votes

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2. pBYOC API Provisioning
   3 votes

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   Implemented  ·  AdminMichelle (Sr. Customer Success Manager, RingCentral) responded

   Implemented 6/24

3. Additional features For Zendesk Integration

   Customer is asking for a similar feature in RC for Zendesk, that's currently available in RC for Salesforce. Being able to dial via browser and not having the RC App pop up to make the call. See Screen Shot from RC for Salesforce. You have 4 options available from within the calling option of the addon, whereas in Zendesk you only have 3. If customer is mainly in Zendesk app, they still need to toggle between RC App and Zendesk for it to work, this can get a little confusing for them if they are using a single screen. Its just not as user friendly as RC for Salesforce

   Customer is asking for a similar feature in RC for Zendesk, that's currently available in RC for Salesforce. Being able to dial via browser and not having the RC App pop up to make the call. See Screen Shot from RC for Salesforce. You have 4 options available from within the calling option of the addon, whereas in Zendesk you only have 3. If customer is mainly in Zendesk app, they still need to toggle between RC App and Zendesk for it to work, this can get a little confusing for them if they are using a single screen. Its… more

   32 votes

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   Implemented  ·  AdminGeorge (Product Manager - Analytics, RingCentral) responded

   This feature has been released. Zendesk now has WebRTC and browser dialing and calling! 

4. Get pickup members of a call queue via API

   If you attempt to de-queue a call off of a call queue, and the person doing so is not a pickup member of the queue, then the platform will return a 403 error (which is by design). However, this is an error state easily avoided if developers has a way to determine whether someone is a pickup member of a queue. Therefore, we need an API we could query for this information.

   6 votes

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5. Warm Transfer for RingCentral Salesforce

   As of this time, the only option to transfer a call through RingCentral for Salesforce is with a blind transfer or a cold transfer (as stated on page of 8 of this guide https://netstorage.ringcentral.com/guides/RingCentral_for_Salesforce_RCV_and_WebRTC_guide.pdf). If we try to work around this by opening a second line to merge the calls, the first call will drop entirely. Warm transfer are incredibly important when delivering a positive customer experience, having the option to do so from the Salesforce integration would be highly valued.

   12 votes

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6. Forward call to one number when busy and forward call to another number when unanswered

   We've just sign up with RingCentral and I'm trying to migrate the configuration of Nextiva to RingCentral. We have a setting in one of the account, whereby if the phone is busy, forward to the first number, and if the phone is not busy, forward to the second number. The current control handling options of RingCentral is not capable to fulfill that mechanism.

   2 votes

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7. Sync RC status with Microsoft Office (Teams/Outlook)

   As a company we rely on our Microsoft Teams status (NOT RC) to let our team know we are:away from our desk on lunch or breaksin a meetingon a phone callWe use RC for all calls with our customers and when a team member wants to transfer a call, it is not practical for them to check their Teams status first every time before transferring the RC call. It is also an ongoing issue of receiving RC calls while on internal Teams calls.We want our RC users to look at the RC HUD and choose who is available. To go on lunch, we should not have to set both our Teams and RC status to DNDAlso, we could be calling or trying to contact a member via Teams and not realize they are in a phone call on RC.We did sync our calendar presence with RC, but this ONLY helps when we are booked into a meeting on Teams, not for all the above scenarios. We want RC to recognize Office Status. MAY 5 2022 UPDATE - Can we please revisit this or have an updated provided? This is still something we very much need put in place.AUG 10 2023 UPDATE - has there been any progress with this? This has been a need for 3+ years

   As a company we rely on our Microsoft Teams status (NOT RC) to let our team know we are:away from our desk on lunch or breaksin a meetingon a phone callWe use RC for all calls with our customers and when a team member wants to transfer a call, it is not practical for them to check their Teams status first every time before transferring the RC call. It is also an ongoing issue of receiving RC calls while on internal Teams calls.We want our RC users to look at the RC HUD and choose who is available. To go… more

   119 votes

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   Implemented  ·  AdminPratyusha (Product Manager, Productivity Specialist, RingCentral) responded

   GA in 2H 2023. 

   
   

   User guide: https://support.ringcentral.com/article-v2/Navigating-presence-sync-as-a-user-in-Microsoft-Teams.html?brand=RingCentral&product=RingEX&language=en_US

   
   

   Admin guide: https://support.ringcentral.com/article-v2/Navigating-presence-sync-as-an-admin-in-Microsoft-Teams.html?brand=RingCentral&product=RingEX&language=en_US

8. EPIC integration for RingEX

   Many customers need integration EPIC.

   12 votes

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   Implemented  ·  AdminMichelle (Sr. Customer Success Manager, RingCentral) responded

   This has been solved with our integration with SpinSci.  

9. SMS short messages

   We can not recieve any SMS messages from the bank or my Amazon verification code.Please add the service to your amazing app.

   2 votes

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10. Note box

    Could you please remove the note box at the bottom of the call app that I use in pipedrive. 1. i never use it and 2. a black box always pops up with a message and then blocks the red button for me to hang up and its super annoying!

    1 vote

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11. Integrate with Clio

    Clio is a CRM and marketing tools used by 1,000's of attorneys across the country. It would be great if Ring Central had an integration with Clio.

    8 votes

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    Implemented  ·  AdminJessica Hernandez (Community and Social Media Engagement Manager, RingCentral) responded

    Updated: RingCentral for Clio is live! Visit https://www.clio.com/app-directory/ringcentral-for-clio/ for the extension. Please note, there is a preliminary issue where the extension doesn't match phone numbers with contacts due to a phone number format issue. The extension only recognizes contact phone numbers with international standard format-- +(country code)XXXXXXXXXX versus (XXX)XXX-XXX or XXX-XXX-XXXX, etc. Our developers are working with Clio for a resolution. Hello, our development team is working on a unified CRM extension and is asking for additional and specific use case scenarios. If you would like to be connected to the software engineer working on this and help collaborate, please email ideas@ringcentral.com with your contact and use case information. Thank you!

12. WebRTC for SalesForce

    Request is to have WebRTC for Salesforce.

    41 votes

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13. Add Google/Outlook Contacts to RingCentral App

    Add the ability to import Google contacts or Outlook contacts, just like in the RingCentral Phone app. I see an option to add calendars from those services, but not contacts.I have all my Google contacts in the Phone app, but when I look at texts in the RingCentral app, all I see is the phone number. This results in me using two separate apps, receiving two streams of notifications, and having to clear out two sets of unread message/call flags in order to easily make calls, send texts, and communicate with my team.

    32 votes

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14. Allow users to upload a custom fax page for the RingCentral App
    2 votes

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    Implemented  ·  AdminJessica Hernandez (Community and Social Media Engagement Manager, RingCentral) responded

    Learn more here.

15. Refresh SFDC APP

    Request is for an updated CTI Control and integration between RingCentral and SFDC.

    2 votes

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16. Integration between RingCentral Contact Center and EPIC

    Package or Connector type integration between RingCentral Contact Center and EPIC that provides screen pop based on caller ANI.
    Goals: When a patient calls, Epic will open into the correct patient chart based on call identification data so that the agent can customize their greeting, as well as save time by skipping basic patient ID
    1 - Patient calls IVR and selects option to make appointment
    2 - Caller ID passed to Epic to see if there is a phone number match
    3 - If not, system states that the caller ID did not match and asks patient to key in the phone number of the patient they are calling about.
    1- If this leads to a match go to step 4
    2 - If this still fails to create a match, send call to agent for manual match
    4 - If one match only, system asks patient to key in DOB for second form of ID.
    1 - If this matches, patient chart is opened for agent who answers the call. Agent validates ID.
    2 - If DOB does not match, what do we do? Perhaps still open the chart but pop up a window that there is a mismatch so agent still needs to validate?
    5 - If more than one match, system asks patient to key in DOB
    1 - If this creates a single match, patient chart is opened for agent who answers the call. Agent validates ID.
    2 - If this results in multiple matches, system asks patient for the last name of their doctor.
    1 - If this results in a single match, patient chart is opened for agent who answers the call. Agent validates ID
    2 - If this still results in multiple matches, Epic is opened with the list of possible patients based on phone number and DOB. Agent asks patient to state their street address and selects the correct patient.

    Package or Connector type integration between RingCentral Contact Center and EPIC that provides screen pop based on caller ANI.
    Goals: When a patient calls, Epic will open into the correct patient chart based on call identification data so that the agent can customize their greeting, as well as save time by skipping basic patient ID
    1 - Patient calls IVR and selects option to make appointment
    2 - Caller ID passed to Epic to see if there is a phone number match
    3 - If not, system states that the caller ID did not match and asks patient to key… more

    1 vote

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    Implemented  ·  AdminMichelle (Sr. Customer Success Manager, RingCentral) responded

    This is now available using the RingCentral Patient Assist integration