300 results found

1. 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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2. Have 2 options for voice message, One for daily use, and 2nd to change to holiday, out of office etc.

   It is rather a pain having to change the voice mail message when out of the office and then have to change it back to the daily message when returning to the office. It would be great to have the option to have 2 message recordings, one for daily message and one for when out of office and just simply and quickly change the message back to the daily recording. The default recording in the app is not usable as it does not meet the requirements that our management wants in our messages. Would be great if we could change it.

   It is rather a pain having to change the voice mail message when out of the office and then have to change it back to the daily message when returning to the office. It would be great to have the option to have 2 message recordings, one for daily message and one for when out of office and just simply and quickly change the message back to the daily recording. The default recording in the app is not usable as it does not meet the requirements that our management wants in our messages. Would be great if we could change… more

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3. MULTIPLE VULNERABILITIES IN 7-ZIP - OLD VERSION

   module that can be exploited by hackers that exposes every user to a security risk because you have an old module of seven zip in your software

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4. VRCPA RingCentral® Page Adapter

   Reset paging device and configure it as a phone device.

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5. call will be routed directly to vm while the team status is away

   The normal behavior for MS Teams is, if the status is away, call rings and then goes to voicemail. For this feature, callers will hear a voicemail message immediately if the user's status is away.

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6. 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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7. Directly dialing a phone number link.

   When someone sends a phone with a hyperlink, I want to be able to have the option to dial it right away.

   2 votes

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8. Increase data coverage in Kibana

   A feature in which the Kibana tool can gather call disconnect initiator logs for more than 7 days

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9. automatically assign a caller ID similar to the number you are calling

   Hi there,as I have to call on a regular basis different countries and have also different caller IDs I am wondering if there could be a setting or configuration that automatically assigns one of my caller IDs similar to the number I am calling.This is because when calling to the UK with a German number or vice versa calls not get picked up.This would be very helpful and timesaving. Thanks in advance.

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10. Call queue sequential for the call to go to another extension number even if the first extension is already done with the call.

    Call queue sequential for the call to go to another extension number even if the first extension is already done with the call.

    5 votes

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11. Extention on phone

    Is it possible to have the phone display the extention on the phone and remove one of the name lines on the display

    2 votes

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12. m trying to backup my chat from ringcentral application,the file which I'm getting in json format.so i can't read those chats in json fo...

    ...rmat .please give me the solution to read my chats when i downloaded backup as file.. Please add chat backup different formats other than json format.

    4 votes

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13. Ability to support cross instance federation. Across different brands / database regions (Gamma vs. Epsilon etc.)

    Ability to support cross-instance federation. Across different brands/database regions (Gamma vs. Epsilon etc.)

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14. SMS messaging from a generic 5-digit number - For survey purposes

    Currently, we use an API integration that simply sends a site-specific customer satisfaction survey that is sent 7 days after their order was fulfilled. This is a trigger that is automatically activated, the sms message is sent and seems to be in working order. However, the number that is defined as the outgoing phone number belongs to the user extension of our Administrator (1002) which is (617) 674-1243. Due to the scope of our business, we would like a non-area code-specific number (since we support multiple states). If possible, we would like to have this sent from a ##### number that is owned by our company account, rather than a 800 number.

    Hoping this clarifies our intention.

    Currently, we use an API integration that simply sends a site-specific customer satisfaction survey that is sent 7 days after their order was fulfilled. This is a trigger that is automatically activated, the sms message is sent and seems to be in working order. However, the number that is defined as the outgoing phone number belongs to the user extension of our Administrator (1002) which is (617) 674-1243. Due to the scope of our business, we would like a non-area code-specific number (since we support multiple states). If possible, we would like to have this sent from a ##### number… more

    4 votes

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    Implemented  ·  AdminByrne (Group PM, RingCentral) responded

    This is possible using Enhanced Business SMS using the Shared Inbox feature. You might also look to Workflow Builder to help - as automations can be used to send SMS from other phone numbers (it requires some reading of the documentation though).

15. ezlynx CRM integration

    ezlynx integration

    3 votes

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16. Preset phone numbers for transferring purposes

    Presetting phone numbers when in the transfer window. Allowing them to be labeled by the organization/company for ease of transfer. Preventing user from transferring a call to the wrong phone number. Drop down menu, listing the labeled phone numbers before hitting "transfer now"

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17. Add originating caller/leg to call log response for warm transfers

    Currently, we have an integration that works as follows:Customers (insurance agents) connect their RC account to our CRMWe set up a webhook to get updates whenever a call is Answered or DisconnectedWhen an "Answered" webhook is received for an inbound call, we attempt to find the record in our CRM that matches the phone numberIf available, we can then give our user the option to navigate directly to that recordWe have some customers that have this arrangement:End consumers (insurance buyers) originally call in to a Call CenterIf needed, the call center will transfer that call to our customer (insurance agent)When doing so, they first transfer the underlying record to our system via our open API (to create the contact)Then they initiate a warm transfer, dialing in our customer (the agent), and connecting them to the original caller (insurance buyer)When our customer (agent) picks up the call for that warm transfer, we'd like to be able to match that call to the record that has been created in our system for that phone number, like we would for any other inbound call. However, because the original call leg (buyer => call center) occurred in an RC account other than the one our customer is using, when we retrieve the Call Log on behalf of our customer, it only shows the caller phone number as the phone number of the call center performing the transfer, and there is no possible way to determine the phone number of the actual inbound caller. This seemed surprising to me that there was no way to retrieve even just the phone number that initiated the call, but we were told by your developer support that this was by design and so we should open a feature request.

    Currently, we have an integration that works as follows:Customers (insurance agents) connect their RC account to our CRMWe set up a webhook to get updates whenever a call is Answered or DisconnectedWhen an "Answered" webhook is received for an inbound call, we attempt to find the record in our CRM that matches the phone numberIf available, we can then give our user the option to navigate directly to that recordWe have some customers that have this arrangement:End consumers (insurance buyers) originally call in to a Call CenterIf needed, the call center will transfer that call to our customer (insurance agent)When… more

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18. All cases to show on https://support.ringcentral.com/case.html

    We just want to have all the cases open on our account aside from the web cases created to be tracked on https://support.ringcentral.com/case.html

    4 votes

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19. Sending unlimited SMS to TMobile users

    Some of our users are experiencing problems with sending SMS to T-Mobile Users. We would like to have the ability to send unlimited SMS to Tmobile Users

    3 votes

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20. Acturis Integration

    cx wants to use the ACTURIS APP to be integrated in BT CLOUD WORK, this app is not supported in BT yet.

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