828 results found

1. Ability to leverage user DID when using SSO (on Chrome Extension)

   Customers have requested that Soft Phones display the individual user’s DID instead of the main company number. Logging in with the DID would address this but some customer use SSO to log onto Soft Phones, which would make this not possible.

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2. Microsoft Dynamics Mobile Integration

   The request is to be able to log/record inbound/outbound calls without requiring the user to have an active browser session.

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3. 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

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

   This is now available using the RingCentral Patient Assist integration 

4. Integration with Symphony (O365, Teams, etc.)

   The request is to integrate RingEX (both voice and video experiences) with Symphony.

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5. If a Slack Admin settings > Make it so a the Workspace Owner or Admin can set RingCentral as the default calling app. This will give use...

   If a Slack Admin settings, allow the Workspace Owner or Admin to set RingCentral as the default calling app. This will give users the ability to click the phone icon to start a call or meeting from a channel or DM.

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6. Jabra Engage API Integration

   Request is to review the API stack available within the new generation of Jabra headsets and explore the consultancy capabilities the data offered by the devices could provide to RingCentral for both contact centre and unified communications customers.

   Business Case:
   https://docs.google.com/document/d/1eQJVBp7eUSPvGC1jOoR2DO7v_kuPxWKBXX0dFgQhiB8/edit

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7. Zendesk Missed Call

   Currently when a call comes in to a call queue, if he first agent answers the call, the other agents see the call as missed on their respective phones. Agents do not know what was missed or what was answered.

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8. Directory Sync to VideoPro License

   It'd be great to have a way to choose the default license type for users.

   Currently while we've got Directory Sync on, it often fails because we've exhausted our licenses, I've got some users that we want to have in RC to handle analytics, or manage the RC instance, instead of just adding them to the group we've got syncing they need to be manually created in RC.

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