61 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

   4 votes

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   New  ·  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. 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

   4 votes

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4. 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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5. RCX | API for Call Recording Retrieval

   Description
   • API in RingCX that allows programmatic access to call recordings, equivalent to APIs available in other RingCentral platforms.

   • The API should enable customers to retrieve call recordings and related metadata for integration with external systems.

   Requested Capability

   API endpoints to:

   • List available call recordings

   • Retrieve call recording metadata (Call ID, agent, queue, date/time, duration)

   • Securely download call recording files

   Business Value / Use Case

   • Enables integration with QA, compliance, analytics, and archival systems

   • Supports automated auditing and monitoring workflows

   • Reduces manual effort for supervisors and administrators

   • Provides feature parity with existing RingCentral APIs

   Current Limitation
   • RingCX does not currently expose an API for retrieving call recordings.

   Description
   • API in RingCX that allows programmatic access to call recordings, equivalent to APIs available in other RingCentral platforms.

   • The API should enable customers to retrieve call recordings and related metadata for integration with external systems.

   Requested Capability

   API endpoints to:

   • List available call recordings

   • Retrieve call recording metadata (Call ID, agent, queue, date/time, duration)

   • Securely download call recording files

   Business Value / Use Case

   • Enables integration with QA, compliance, analytics, and archival systems

   • Supports automated auditing and monitoring workflows

   • Reduces manual effort for supervisors and administrators

   • Provides feature parity with… more

   2 votes

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6. 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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7. 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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   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.

8. 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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   Under Review  ·  3 comments  ·  Integrations & APIs  ·  Delete…  ·  Admin →
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9. 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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10. "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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11. 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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12. 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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13. 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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14. 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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15. 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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16. Add activity created by to logged SMS in Hubspot

    Currently logged SMS activities do not have the "activity created by" tag assigned to it meaning it's impossible to properly track how many text are being sent by specific sales rep. Calls already have this capability and text should to for proper reporting.

    1 vote

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    Future Consideration  ·  AdminPaula (Group Product Manager, RingCentral) responded

    Ability to customize writeback for RingCX for hubspot digital interactions (SMS) is on our future roadmap.

17. RingCX Browser and Dynamics CRM integration - split audio output for calls and calls notification

    Problem:

    Currently, RingCX Browser cannot be configured to route speech audio (incoming/outgoing calls) to split audio speech path and audio notification between headset and other audio device. For example, if the user wants to have inbound call audio notification to laptop speaker and the speech path to headset, it is not possible, all comes to one audio channel output . This limitation can be disruptive, especially in environments where users need to focus on calls but have other task away from desk, without being alerted by laptop speaker about a inbound call, they most probably missed those inbound calls. Using SPOG is not an option as Customer nedds the integration with Microsoft Dynamics to work.

    Proposed Solution:

    Audio Output Configuration: Allow users to specify distinct audio devices for speech and notifications within the RingCX Browser settings and RCX Dynamics connector settings.
    Device Selection: Provide a dropdown menu or similar interface to select the desired audio devices for each category.
    Default Settings: Offer options to set default audio devices for speech and notifications, allowing users to quickly configure their preferences.

    Benefits:

    Improved Focus: Users can concentrate on calls in a multitasking environments.
    Flexibility: Users can customize their audio setup to suit their individual preferences and work environments.
    Accessibility: This feature can benefit users with hearing impairments or specific audio requirements.
    By implementing this feature, RingCX Browser and the RCX Dynamics connector can provide a more tailored and user-friendly experience, especially for users who rely on the application for frequent communication tasks.

    Problem:

    Currently, RingCX Browser cannot be configured to route speech audio (incoming/outgoing calls) to split audio speech path and audio notification between headset and other audio device. For example, if the user wants to have inbound call audio notification to laptop speaker and the speech path to headset, it is not possible, all comes to one audio channel output . This limitation can be disruptive, especially in environments where users need to focus on calls but have other task away from desk, without being alerted by laptop speaker about a inbound call, they most probably missed those inbound calls. Using… more

    1 vote

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18. Custom field mapping for Microsoft Dynamics

    Looking to get custom object / field mapping for logging interactions when utilizing the RingCX Microsoft Dynamics embedded softphone. Today, this would require a custom integration with APIs.

    Use Case:
    Would like to log Disposition to "Contact Made", Disposition Category to "Contact Result"

    1 vote

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19. Surface Pre-Chat Form Data to Agents and Use It for Dynamics 365 Record Pop

    Currently, when a chat is accepted in RingCX with Dynamics 365 integration, the information a visitor submits in the Pre-Chat form (e.g., name, email, phone, member ID) is not surfaced to the agent nor used to open the corresponding record in Dynamics.

    This creates an inconsistency across channels:

    Phone: Caller ID matches and pops a record in Dynamics.

    Email: Sender address matches and pops a record in Dynamics.

    Chat: Pre-Chat data is ignored, leaving agents without context.

    As a result, agents must re-ask for information the visitor already provided, handle time increases, and member experience suffers. Displaying Pre-Chat data to the agent and using it to pop the Dynamics record would bring chat in line with phone and email, improving accuracy, efficiency, and overall consistency.

    Currently, when a chat is accepted in RingCX with Dynamics 365 integration, the information a visitor submits in the Pre-Chat form (e.g., name, email, phone, member ID) is not surfaced to the agent nor used to open the corresponding record in Dynamics.

    This creates an inconsistency across channels:

    Phone: Caller ID matches and pops a record in Dynamics.

    Email: Sender address matches and pops a record in Dynamics.

    Chat: Pre-Chat data is ignored, leaving agents without context.

    As a result, agents must re-ask for information the visitor already provided, handle time increases, and member experience suffers. Displaying Pre-Chat data to… more

    3 votes

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20. Netsuite Integration and AI Assist

    The Netsuite Integration adapter does not allow the ability for Agent Assist. There is no place for you to expand the window to get AI generated suggestions from your knowledge. The only option you have for Agent Assist is to use the browser-based extension.

    1 vote

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