Request

Enhance RingCentral for Dynamics 365 to support environment-specific telephony routing and data isolation when the same RingCentral user operates across multiple Dynamics 365 environments.

Requested Capabilities
Outbound dialing: Automatically select the appropriate caller ID/extension based on the active Dynamics 365 environment or market, instead of requiring users to manually select it.
Inbound calls: Ensure incoming calls and CTI pop-ups are delivered only to the appropriate Dynamics 365 environment, even when multiple environments are open under the same RingCentral session.
Call logging: Allow administrators to map users/extensions to a specific Dynamics 365 environment so call activities are logged only in the intended environment.
Contact matching: Maintain contact searches within the active Dynamics 365 environment without cross-environment ambiguity.
Business Impact

Customers managing multiple Dynamics 365 environments for different markets or business units currently rely on manual caller ID selection and administrative workarounds. Environment-based routing would improve call handling, prevent activity logging in the wrong environment, and provide better separation between CRM instances.

Suggested Feature: Add administrator-configurable Dynamics 365 environment-to-RingCentral routing, covering outbound caller ID, inbound CTI events, and activity synchronization.