1196 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. Integration between crm AND campaign when opting in

   Cx is using a CRM that has an option to ask clients for opting in for SMSunfortunately since cx is registerred for TCR they will need to ask again the customer to opt in for the SMS causing sometimes for the customer to disregard it. causing on the campaign to be affected,we want to have an option to integrate the CRM and campaign for the enhance business sms 10DLC

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3. Click to dial option connect to deskphone

   customer wants a feature that when they hover the cursor on the computer it will automatically dial on his physical phone

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4. fixify integration

   Business management app from HVAC dealers ...Need to be able to integrate this SaaS provider with my Ring Central options

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5. microsoft teams integration call by searching the name

   Cx wants to be able to call the extension on the RC side by just searching the name on the MS teams

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6. worldtask/buildbook and freshbooks or quickbook

   The app is very good for team and customer communication and it would have been great to also have the RingCentral app available.also I do use freshbooks and buildbook as CRM and none are available.

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7. Integrate Ring Central to be used with Repair Desk

   Integrate Ring Central with our point of sale, Repair Desk, so that when we are logged into Repair Desk and a customer call comes through, the customers info will come up and what repair they currently have in our store.

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8. Teams 2.0 dialler option for CRM integrations

   Ability to use the Teams 2.0 dialler with any of the Chrome extension based integrations for CRM's

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9. RingCentral for Dynamics365: AI transcription and call summary

   RingCentral for Dynamics365: AI transcription and/or call summaryAI transcription and summary of audio calls logged to activity in Dynamics. Dialpad can do this today. (see below) Dialpad:
   Post Ai transcript URL to Dynamics: When enabled, a link to the call's Ai transcript is posted to the Dynamics activity. see attached image - see DP Dynamics integration: https://help.dialpad.com/hc/en-us/articles/12488240492955-Dialpad-Microsoft-Dynamics-365-
   see dP Ai Call Summary. https://help.dialpad.com/hc/en-us/articles/360024602212

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10. RingCentral for Hubspot (Chrome extension): Match call to existing Hubspot record when NOT in e.164 format

    RingCentral for Hubspot: Match call to existing Hubspot record when NOT in e.164 formatIn some cases a match can be found when not in e.164 format, it depends. However, if the contact has a +1 and also parenthesis and dashes - no match is found.When Hubspot integration is not finding a match, the app is creating a new contact named “Caller + phone number in e164 format” and logging the call under the new contact.per Customer: "All these "junk" contacts are being generated in Hubspot every time our users call via Ring Central IF the number doesn't have the +1(and the phone number) format. And we have many records with phone numbers that don't have that format."See video for replicated issue: the RC call is initiated from a "Deals" record, to an existing Hubspot contact. User has "auto log calls" enabled. The problem, Hubspot integration is seemingly not finding a match, the app is creating a new contact named “Caller + phone number in e164 format” and logging the call under the new contact.For the issue we replicated: the contact had a +1 and also parenthesis and dashes. One of those is causing an issue with matching. The root problem is the format for making a call is not in a traditional e164 format. Customers format should work and engineering needs to look and see why it's not working. see case: https://rc.lightning.force.com/lightning/r/Case/500Hr00001Xba3mIAB/view

    RingCentral for Hubspot: Match call to existing Hubspot record when NOT in e.164 formatIn some cases a match can be found when not in e.164 format, it depends. However, if the contact has a +1 and also parenthesis and dashes - no match is found.When Hubspot integration is not finding a match, the app is creating a new contact named “Caller + phone number in e164 format” and logging the call under the new contact.per Customer: "All these "junk" contacts are being generated in Hubspot every time our users call via Ring Central IF the number doesn't have the +1(and… more

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11. Reduction of RC App-Cloud interface complexity

    The complexity of the interface between RC Apps and our cloud has significantly grown over time as can be observed from the tables in the MVP network requirements document. At this time, there exists no coordinated effort across RC engineering, PM and OPS organizations to mitigate this complexity. Furthermore, this complexity counters elements of our Core Value Proposition: "We make it simple to set up, to run, and to manage." More specifically, the interface complexity has a significant impact on the enterprise firewall configuration effort for all of our customers, the volume of customer/partner questions around firewall configuration, the RC/Partner Support troubleshooting effort, and customer-facing RC and Partner network requirements documentation, which is used by all customers. Reduction of the interface complexity will offer a strategic advantage over our competition since it directly impacts our customers.Presentation on this request with problems and possible mitigation options

    The complexity of the interface between RC Apps and our cloud has significantly grown over time as can be observed from the tables in the MVP network requirements document. At this time, there exists no coordinated effort across RC engineering, PM and OPS organizations to mitigate this complexity. Furthermore, this complexity counters elements of our Core Value Proposition: "We make it simple to set up, to run, and to manage." More specifically, the interface complexity has a significant impact on the enterprise firewall configuration effort for all of our customers, the volume of customer/partner questions around firewall configuration, the RC/Partner… more

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12. Status based call handling options

    What I would like to get a solution forWhile in a meeting status, calls should be forwarded directly to voice mail and they are not disrupted during the meeting while in this statusIn the instance when a meeting ends early, and the user tries to change their status from in a meeting to available, the system is changing the status back to in a meeting (the user has their outlook calendar synced with ringcentral)There needs to be a way to modify call handling settings and associate them with statuses, examples:Status: out of office, set calls to forward to cell numberStatus: in a meeting, send calls to voicemailStatus: available, forward calls to cell phoneThese statuses and actions need to be able to be manipulated by the user, refer to Mitel’s currently call status settings.

    What I would like to get a solution forWhile in a meeting status, calls should be forwarded directly to voice mail and they are not disrupted during the meeting while in this statusIn the instance when a meeting ends early, and the user tries to change their status from in a meeting to available, the system is changing the status back to in a meeting (the user has their outlook calendar synced with ringcentral)There needs to be a way to modify call handling settings and associate them with statuses, examples:Status: out of office, set calls to forward to cell numberStatus:… more

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13. Visual indicator on the minimized Salesforce extension when the user is logged out.

    On occasion a user doesn't realize their Salesforce extension is not logged in. This causes calls to not be logged. The extension is minimized so the user doesn't see the Sign-in button. It would be helpful if the minimized extension would have a visual indicator that it is not logged in.

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14. Unable To Receive SMS from Two-Factor Authentication

    Currently experiencing issue with authenticating myself on Bank of America and Quick Books. Requesting for a feature where there are no limitation when it comes to receiving SMS.

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15. Call Waiting for Teams Embedded App while on Teams call/meeting

    RingEx has a feature so that, when on a call, there's a tone instead of a full ring. This functionality should be extended to the Teams Embedded App, i.e. to detect if the user is on a Teams call/Teams meeting and provide a polite notification if on a Teams meeting.

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16. one button to page group

    Currently, to page the office, you hit the page option, wait for the prompt asking for a page group, hit the keys for the page group, wait for it to dial then initiate the page.There should be a short key command for the page option. Hit the page button and all users in the page group would be activated.It would also be helpful to have the option as a soft key regardless of idle or on the phone.

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17. 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

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18. disable of early/double SIP 200 OK (False Answer Supervision)

    RingCentral Cloud PBX MS teams account would like to have the option to disable False Answer Supervision. current behavior: When a call is received in RingCentral Cloud PBX MS teams, the call gets automatically answered as SIP 200 OK (False Answer Supervision) is being sent right awat. expected behavior: While SIP 200 OK (False Answer Supervision) is disabled.If a call is received in RingCentral Cloud PBX MS teams, an MFA will be sent to the user. The call will only connect when the user authenticates using the code.

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19. 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.

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20. Add conference calling or 3 way calling to RingCentral for Salesforce app.

    We have users that make calls from Salesforce that need to be able to speak to secondary callers at the same time. This includes language translation service providers while the original caller is on the line. Please add ASAP. Using the regular RingCentral app is not productive as all the popups and call disposition field from Salesforce will not work.

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