66 results found

1. Feature Request: RingCX | API for Microsoft Company Directory Integration

   Description

   • Requesting the ability to integrate their Microsoft Company Address Book (Azure AD / Microsoft 365 Directory) with RingCX.

   They would like RingCX to consume directory data via API so agents can access corporate contacts directly within the platform.

   Requested Capability

   • API-based integration between RingCX and Microsoft Company Directory

   • Sync or query users and contacts from Microsoft 365 / Azure AD

   • Make company directory contacts searchable and usable within RingCX (e.g., dialing, identification)

   Business Value / Use Case

   • Improves agent efficiency by eliminating the need to manually maintain contacts

   • Ensures a single source of truth for corporate directory data

   • Reduces operational overhead and data inconsistency

   • Enhances enterprise adoption for Microsoft-centric environments

   Current Limitation
   • RingCX does not currently provide a native API or connector to integrate with Microsoft Company Directory.

   Description

   • Requesting the ability to integrate their Microsoft Company Address Book (Azure AD / Microsoft 365 Directory) with RingCX.

   They would like RingCX to consume directory data via API so agents can access corporate contacts directly within the platform.

   Requested Capability

   • API-based integration between RingCX and Microsoft Company Directory

   • Sync or query users and contacts from Microsoft 365 / Azure AD

   • Make company directory contacts searchable and usable within RingCX (e.g., dialing, identification)

   Business Value / Use Case

   • Improves agent efficiency by eliminating the need to manually maintain contacts

   • Ensures a single source of… more

   7 votes

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   Future Consideration  ·  1 comment  ·  Integrations & APIs  ·  Delete…  ·  Admin →
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2. display queue name when call comes in in embedded RingCX for Zoho

   It's important to see what call queue the call is comin in so that agents would know their opening spiel

   8 votes

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   Implemented  ·  1 comment  ·  Integrations & APIs  ·  Delete…  ·  Admin →
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3. RingCX - MS Dynamics plugin - Agent script open a contact details popup window when agent receive call

   Currently in RCX MS Dynamics plugin, when you use an agent script to open a popup window displaying contact details, the script is launched when agent answer the call and NOT when agent receive the call. Thus agent doesn't know who call until he answered the call.
   And thus we will have same behavior in RCX MS Dynamics and RCX embedded in REX desktop app.
   So agent script must be launched when agent receive and thus agent will be able to see contact details in the popup window before answering the call.

   3 votes

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   Planned  ·  0 comments  ·  Integrations & APIs  ·  Delete…  ·  Admin →
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4. Feature Request: Improve Call Logging Reliability in RingCX Embedded Agent for Dynamics 365

   Subject: Feature Request: Improve Call Logging Reliability in RingCX Embedded Agent for Dynamics 365

   Product Area: RingCX
   Component: Embedded Agent – Microsoft Dynamics 365 Integration
   Request Type: Feature Enhancement / Reliability Improvement
   Priority Impact: High (Data integrity, reporting accuracy, agent workflow)

   ---

   Problem Statement

   The RingCX Embedded Agent integration with Microsoft Dynamics 365 has several limitations that result in missing or incomplete phone call records when required fields (specifically the Name and Call To / Call From fields) are not populated at call end.

   These limitations cause gaps in call reporting, incomplete CRM activity history, and inconsistent agent workflows—particularly in healthcare and high-volume contact center environments where calls may end abruptly or contacts may not yet exist in Dynamics.

   ---

   Current Behavior

   1. Name field dependency

   • If the Name field is not populated at disposition time:

     • Phone call records may not be created in Dynamics 365
     • Placeholder customer/patient records may be auto-created with no populated data

   1. Common scenarios leading to missing Name field

   • Phone numbers associated with multiple Dynamics records (ambiguous match)
   • Inbound calls from contacts not yet in Dynamics
   • Outbound calls to external parties not stored in Dynamics (e.g., physicians, vendors)
   • Calls going directly to voicemail or ending abruptly
   • Immediate transition to the disposition screen, increasing missed data entry
   • Agents intentionally leaving calls untracked due to workflow constraints

   1. Dynamics constraints

   • The Call To / Call From field is required by Dynamics 365
   • RingCX currently cannot create call records without these required fields populated

   ---

   Business Impact

   • Inaccurate call volume and performance reporting
   • Missing CRM activity records for completed calls
   • Increased manual cleanup and reconciliation work
   • Reduced agent compliance and usability
   • Risk to auditability and operational visibility in regulated environments

   ---

   Requested Enhancements

   1. Decouple Call Record Creation from Name Field Completion

   Allow phone call activity records to be created in Dynamics 365 even if the Name field is empty, using a temporary or system-generated reference (e.g., “Unknown Caller”).

   This would:

   • Preserve call metadata (time, direction, duration, agent)
   • Allow post-call completion of required fields
   • Ensure accurate reporting and historical tracking

   ---

   2. Prevent Automatic Customer/Patient Record Creation

   Add an option to disable auto-creation of customer/contact records from RingCX calls.

   Desired behavior:

   • Call records can exist independently of customer/contact records
   • Customer/contact creation remains a manual, user-driven action

   ---

   3. Improve Name Field Visibility and Workflow

   Enhance agent UI to reduce missed Name entries by:

   • Making the Name field more prominent
   • Displaying the Name field on both call and disposition screens
   • Optionally merging Name entry and disposition into a single workflow step
   • Preventing disposition submission until required CRM fields are reviewed

   ---

   4. Support Deferred Field Completion

   Allow agents or supervisors to populate or correct:

   • Name
   • Call To / Call From after the call record has already been created in Dynamics.

   ---

   Expected Outcome

   • All RingCX calls generate a corresponding Dynamics phone call record
   • Improved data integrity and reporting accuracy
   • Reduced agent friction and training overhead
   • Better alignment with real-world call center workflows
   • Increased adoption of RingCX Embedded Agent in Dynamics-heavy environments

   ---

   Environment Details

   • Platform: RingCX
   • Integration: Embedded Agent for Microsoft Dynamics 365
   • Use Case: High-volume inbound and outbound contact center operations
   • Industry Impact: Healthcare, enterprise support, regulated environments

   ---

   Request

   Please review the feasibility of these enhancements and advise:

   • Whether these changes align with the RingCX product roadmap
   • If configuration-based alternatives are planned
   • Recommended next steps for prioritization

   Thank you for considering this request.

   Subject: Feature Request: Improve Call Logging Reliability in RingCX Embedded Agent for Dynamics 365

   Product Area: RingCX
   Component: Embedded Agent – Microsoft Dynamics 365 Integration
   Request Type: Feature Enhancement / Reliability Improvement
   Priority Impact: High (Data integrity, reporting accuracy, agent workflow)

   ---

   Problem Statement

   The RingCX Embedded Agent integration with Microsoft Dynamics 365 has several limitations that result in missing or incomplete phone call records when required fields (specifically the Name and Call To / Call From fields) are not populated at call end.

   These limitations cause gaps in call reporting, incomplete CRM activity history, and inconsistent agent workflows—particularly in healthcare… more

   5 votes

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5. RingCX for Salesforce integration to RingCentral Desktop App

   Customer wants to integrate RingCX for Salesforce to RingCentral desktop app so that when agent receives a call in RingCX, agent can retrieve Salesforce data or have popup in the RingCentral desktop app.

   8 votes

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   Future Consideration  ·  1 comment  ·  Integrations & APIs  ·  Delete…  ·  Admin →
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6. Integrate Salesforce within the RC App

   The more our customers leverage RingCX, they need a way to avoid web page refreshes disconnecting calls. Salesforce (SFDC) encounters a lot of random refreshes that are impacting the SFDC Agent widget when on calls (since it's just the RCX native with a skin on it). If the agent can use the embedded RCX within the desktop version of RingEX, and they can access SFDC content in-app, that would be a solid workaround for the refresh issue.

   SFDC content to access in-app includes: customer profiles, records, accounts, opportunities, etc.

   20 votes

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7. To Have Start and End Time Attributes in RingCX for Salesforce

   We would like to request the addition of attributes in RingCX for Salesforce that capture both start and end times. This functionality would provide better tracking, reporting, and integration with workflows, ultimately improving visibility and efficiency for users.

   7 votes

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   Implemented  ·  0 comments  ·  Integrations & APIs  ·  Delete…  ·  Admin →
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8. Salesforce for RingCX - allow login sessions to be kept active even when browser refresh so agents do not log out.

   Allow login sessions to be kept active even when browser refresh so agents do not log out.

   3 votes

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   1 comment  ·  Integrations & APIs  ·  Delete…  ·  Admin →
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   Implemented  ·  AdminPaula (Group Product Manager, RingCentral) responded

   Release 25.4.2 (December)

   RingCX for Salesforce - Persistent Login Across Browser Refreshes:

   Agents using the integrated softphone will now remain logged into the adapter even after refreshing a browser page. This eliminates a major point of friction, prevents workflow interruptions, and provides a more stable and reliable user experience, especially for agents working in complex Salesforce environments.

9. Add ANI and Call Direction to “Engaged / Call Connected” Webhook Payloads

   Short description of the issue:

   Balto requires ANI (caller phone number) and call direction (inbound/outbound) to be included in the Engaged / Call Connected webhook payloads from RingCX. This data is essential for triggering Balto’s real‑time guidance, enabling customer identification, and unlocking downstream customer history and analytics workflows for shared customers.

   Background / Context :
   Balto integrates with RingCX today using call event webhooks, not gRPC streaming. The webhook events are used to:

   • Turn the Balto application on when a call is engaged
   • Begin recording and analyzing audio locally within Balto
   • Turn Balto off when the call ends
   • Capture call metadata such as RingCentral Call ID, Queue/Campaign, and Disposition
   • Currently, the Engaged / Call Connected webhook payload does not include ANI, and call direction is not explicitly included. DNIS is available in some cases but is insufficient on its own.

   Balto explored a gRPC-based alternative, but it is not viable for their use case because:

   • They do not need audio streaming from RingCentral
   • They require event reliability (webhooks are preferred)
   • gRPC streams cannot be reliably recovered if the connection drops, introducing risk of lost events
   As a result, enhancing the webhook payload remains the preferred and required solution.

   Requested Enhancement :
   Add the following fields to the Engaged / Call Connected webhook payload:

   • ANI (Caller Phone Number)
   • Call Direction (Inbound / Outbound)
   These fields should be consistently included for all relevant call flows.

   Priority Recommendation
   High – Partner‑requested, customer‑blocking, and tied to revenue‑impacting integrations across a large shared customer base.

   Short description of the issue:

   Balto requires ANI (caller phone number) and call direction (inbound/outbound) to be included in the Engaged / Call Connected webhook payloads from RingCX. This data is essential for triggering Balto’s real‑time guidance, enabling customer identification, and unlocking downstream customer history and analytics workflows for shared customers.

   Background / Context :
   Balto integrates with RingCX today using call event webhooks, not gRPC streaming. The webhook events are used to:

   • Turn the Balto application on when a call is engaged
   • Begin recording and analyzing audio locally within Balto
   • Turn Balto off when the call… more

   1 vote

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10. MS Dynamics - Auto Complete Phone Calls

    With Microsoft Dynamics, phone calls are logged but are in an "Open" status by default. This skews reporting in Dynamics if an agent forgets to take the extra step of marking the call as complete. In a high volume or fast paced environment, agents may receive a another call right after dispositioning/wrapping up the previous call and forget to mark as complete later. If we can have a setting to enable or disable calls to auto-complete at the account level based on preference, that would help keep Dynamics reporting accurate and simplify the agent workflow

    1 vote

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11. Mandatory Name and Related To fields on the RCCX for Salesforce

    Make the Name and Related To fields on the RC widget on Salesforce mandatory

    1 vote

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12. Persistent Login for RingCX Salesforce Agent

    Feature Request: Persistent Login for RingCX Salesforce Agent
    Description:
    The RingCX Salesforce Agent logs users out whenever they switch tabs or applications within Salesforce, requiring repeated logins and disrupting workflow.

    Current Behavior:

    Users must log in again after navigating to a different tab or application.
    This causes delays and frustration.
    Proposed Enhancement:

    Maintain login sessions while users switch tabs or applications.
    Keep authentication valid for the duration of the Salesforce session unless manually logged out.
    Business Impact:

    Reduces login fatigue and improves efficiency.
    Minimizes workflow disruptions.

    17 votes

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    Implemented  ·  3 comments  ·  Integrations & APIs  ·  Delete…  ·  Admin →
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13. Access RingCX Voicemails in the RingCentral Chrome Extension

    Ability to route and access RingCX voicemails in the RingCentral Chrome Extension

    6 votes

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14. "Defer" option for Digital Interactions in RingCX CRM integrations

    My client would like the 'defer' option (which is available in RingCX Agent) to be available in our CX CRM integrations as well.

    The purpose is that they frequently would prefer to 'schedule' an outbound digital interaction for later in the day versus compose and send the digital interaction in the moment. Their current system (integrated into Salesforce) allows for 'deferring' or 'scheduling' an SMS to be sent out at a specificed time.

    The justification would be for 'parity' with our RingCX Agent experience which does offer 'defer' option today

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    2 votes

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    Future Consideration  ·  0 comments  ·  Integrations & APIs  ·  Delete…  ·  Admin →
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15. Enhance Dynamics 365 CIF Search API to Support Full Entity Search

    RingCentral CIF for Dynamics 365 only searches the Regarding field using these endpoints:

    /api/data/v9.0/accounts

    /api/data/v9.0/contacts

    /api/data/v9.0/leads

    /api/data/v9.0/opportunities

    /api/data/v9.0/incidents

    That means searches are limited to just the name or title fields, which is pretty restrictive.

    Request
    
    Switch to using the Dynamics 365 Search API endpoints:

    /api/search/v1.0/suggest

    /api/search/v1.0/query

    These endpoints allow searches across all fields that Dynamics administrators have marked as searchable, including any custom fields customers add.

    Why this matters

    Users can find records based on any searchable field, not just name/title.

    A single API call can return Accounts, Leads, Contacts, Opportunities, and Incidents.

    Custom fields are fully supported, so organizations with tailored Dynamics setups aren’t left out.

    Search scope is still controlled by Dynamics admins, so governance and compliance are respected.

    Overall, this makes the CIF much more useful and saves time for teams working in Dynamics every day.

    RingCentral CIF for Dynamics 365 only searches the Regarding field using these endpoints:

    /api/data/v9.0/accounts

    /api/data/v9.0/contacts

    /api/data/v9.0/leads

    /api/data/v9.0/opportunities

    /api/data/v9.0/incidents

    That means searches are limited to just the name or title fields, which is pretty restrictive.

    Request
    
    Switch to using the Dynamics 365 Search API endpoints:

    /api/search/v1.0/suggest

    /api/search/v1.0/query

    These endpoints allow searches across all fields that Dynamics administrators have marked as searchable, including any custom fields customers add.

    Why this matters

    Users can find records based on any searchable field, not just name/title.

    A single API call can return Accounts, Leads, Contacts, Opportunities, and Incidents.

    Custom fields are fully supported, so organizations… more

    2 votes

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16. Persistent login across browser tabs for Dynamics

    Feature Request: Persistent Login for RingCX Dynamics Agent
    Description:
    The RingCX Dynamics Agent logs users out whenever they switch tabs or applications within Dynamics, requiring repeated logins and disrupting workflow.

    Current Behaviour:

    Users must log in again after navigating to a different tab or application.
    This causes delays and frustration.
    Proposed Enhancement:

    Maintain login sessions while users switch tabs or applications.
    Keep authentication valid for the duration of the Dynamics session unless manually logged out.
    Business Impact:

    Reduces login fatigue and improves efficiency.
    Minimizes workflow disruptions.

    perhaps enable the use of the Ringcentral app in conjunction with Dynamics integration, calls handled in either ringcx.ringcentral.com or app.ringcentral.com or full app, screen pops on incoming always call new tab in dynamics, click to dial utilises the application?

    (full disclosure this is a copy pasta from the salesforce request, thanks to original poster :) )

    Feature Request: Persistent Login for RingCX Dynamics Agent
    Description:
    The RingCX Dynamics Agent logs users out whenever they switch tabs or applications within Dynamics, requiring repeated logins and disrupting workflow.

    Current Behaviour:

    Users must log in again after navigating to a different tab or application.
    This causes delays and frustration.
    Proposed Enhancement:

    Maintain login sessions while users switch tabs or applications.
    Keep authentication valid for the duration of the Dynamics session unless manually logged out.
    Business Impact:

    Reduces login fatigue and improves efficiency.
    Minimizes workflow disruptions.

    perhaps enable the use of the Ringcentral app in conjunction with Dynamics integration, calls… more

    2 votes

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17. Feature Request: Embedded Integration for RingCX + Zoho

    I’d like to submit a feature request regarding the current RingCX integration with Zoho.

    At present, the only available method for connecting RingCX to Zoho is through the Chrome extension. Several customers have expressed the need for a more seamless workflow by having this functionality embedded natively within RingCX instead of relying on the extension.

    Requested Enhancement:

    Add support for a native or embedded RingCX–Zoho integration, removing the dependency on the browser extension.

    Goal: Improve agent workflow efficiency, reduce extension-related issues, and provide a more streamlined user experience.

    This enhancement would greatly improve usability and stability for customers leveraging Zoho within their RingCX/CC environment.

    I’d like to submit a feature request regarding the current RingCX integration with Zoho.

    At present, the only available method for connecting RingCX to Zoho is through the Chrome extension. Several customers have expressed the need for a more seamless workflow by having this functionality embedded natively within RingCX instead of relying on the extension.

    Requested Enhancement:

    Add support for a native or embedded RingCX–Zoho integration, removing the dependency on the browser extension.

    Goal: Improve agent workflow efficiency, reduce extension-related issues, and provide a more streamlined user experience.

    This enhancement would greatly improve usability and stability for customers leveraging Zoho… more

    3 votes

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18. API

    Proposed Enhancement: Smarter Call Availability Signaling for Lead Vendor API
    We would like to propose an enhancement to RingCentral’s lead‑vendor call routing API to better support high‑volume call centers with large agent teams.
    Currently, when a lead vendor attempts to deliver a call, the API only performs a fixed number of availability checks (approximately 10 pings). In environments where a call center may have dozens or even hundreds of agents, this limitation creates a bottleneck and increases the likelihood of failed or prematurely rejected calls — even when agents are actively becoming available moments later.
    For larger call centers, this approach does not scale effectively.
    Problem

    Call centers with fluctuating agent availability need a real‑time, state‑aware mechanism to manage inbound vendor calls.
    A fixed number of pings does not account for:

    Large agent pools
    Rapid availability changes
    Call centers operating at near‑capacity throughout the day

    As a result, vendors may attempt to send calls when agents are unavailable, or abandon routing attempts too early when agents are about to become available.

    Proposed Solution
    We recommend enhancing the API to support agent availability awareness and dynamic call acceptance logic, including:

    Real‑Time Availability Signaling

    The API should be able to signal to lead vendors whether:

    At least one agent is currently Available and Ready, or
    No agents are available at that moment

    This allows vendors to intelligently decide whether to initiate or delay a call attempt.

    Call Gating / Intelligent Blocking

    When no agents are available, the API should indicate that calls should be temporarily blocked or queued, rather than repeatedly pinging or failing.
    Once an agent becomes available, the API should transition back to an “accepting calls” state.

    Scalable, Event‑Driven Model (Preferred)

    Instead of a limited ping‑based approach, an event‑driven or subscription‑based availability model would allow vendors to poll or receive status updates efficiently.
    This reduces unnecessary retries while improving call delivery success rates.

    Benefits

    Higher call connection rates
    Reduced dropped or rejected vendor calls
    Improved vendor trust and performance transparency
    Better support for enterprise‑level call centers
    More efficient API usage with less unnecessary traffic

    This type of intelligent availability handling would significantly improve RingCentral’s ability to serve large, high‑volume operations and strengthen integrations with lead vendors that rely on precise agent readiness signals.

    Proposed Enhancement: Smarter Call Availability Signaling for Lead Vendor API
    We would like to propose an enhancement to RingCentral’s lead‑vendor call routing API to better support high‑volume call centers with large agent teams.
    Currently, when a lead vendor attempts to deliver a call, the API only performs a fixed number of availability checks (approximately 10 pings). In environments where a call center may have dozens or even hundreds of agents, this limitation creates a bottleneck and increases the likelihood of failed or prematurely rejected calls — even when agents are actively becoming available moments later.
    For larger call centers, this… more

    1 vote

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19. Add “All Messages” View for RingCX for HubSpot Embedded Agent

    Add “All Messages” View for RingCX Embedded Agent in HubSpot

    Description:
    Currently, agents using the RingCX embedded Agent in HubSpot can only see active or open messages. There is no option for agents to view old or closed messages within the same interface similar to what is currently available in the native RingCX web version.

    Requested Feature:
    Add an “All Messages” view or filter in the RingCX embedded Agent for HubSpot so agents can easily access and review previous or closed interactions.

    Value/Benefit:

    1. Provides agents with full conversation history for better context.

    2. Improves customer experience by avoiding repeated questions.

    3. Increases agent productivity by eliminating the need to switch between systems to find past messages.

    Who needs this:
    All agents using RingCX embedded in HubSpot who handle customer messaging and need to reference conversation history.

    Add “All Messages” View for RingCX Embedded Agent in HubSpot

    Description:
    Currently, agents using the RingCX embedded Agent in HubSpot can only see active or open messages. There is no option for agents to view old or closed messages within the same interface similar to what is currently available in the native RingCX web version.

    Requested Feature:
    Add an “All Messages” view or filter in the RingCX embedded Agent for HubSpot so agents can easily access and review previous or closed interactions.

    Value/Benefit:

    1. Provides agents with full conversation history for better context.

    2. Improves customer experience by avoiding repeated questions.

    3. Increases… more

    8 votes

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    Future Consideration  ·  0 comments  ·  Integrations & APIs  ·  Delete…  ·  Admin →
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20. Salesforce embedded Agent to have "All messages" for agents to view old/closed messages

    Salesforce embedded Agent to have "All messages" for agents to view old/closed messages

    If its an old message , agents need to check photos or videos through text but it disconnects them from the Salesforce call since RingCX agent can only have one login session at a time

    10 votes

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    Needs More Information  ·  0 comments  ·  Integrations & APIs  ·  Delete…  ·  Admin →
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