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