61 results found
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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…
3 votes -
RingCX | Zendesk Integration Refresh feature
The ability to keep the RingCX Embedded app logged in when refreshing just the Zendesk integration. Currently
3 votes -
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 -
Access RingCX Voicemails in the RingCentral Chrome Extension
Ability to route and access RingCX voicemails in the RingCentral Chrome Extension
6 votes -
SFDC to RingCX integration
Title: RCX to SFDC: Task isn't created when users are on call > it's created post-call automatically if the agents follow process and a proper Contact record is selected in the softphone panel.
Description: Problem is how it feeds back via the API, and if the contact record doesn't map to an account, the task never generates > If the agent selects the right one, then it will match
Must follow thru with phone panel via manual clicks and field selections > potentially leading to limitations with the API config and a hygiene issue simultaneously2 voteshttps://support.ringcentral.com/article-v2/using-auto-link-in-ringcx-for-salesforce.html?brand=RingCentral&product=RingCX&language=en_US
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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 -
List Loader with Hubspot & RingCX
Similar to the Salesforce List Loader tool, it would be really helpful to have this for Hubspot to eliminate the need to build APIs to load leads into RingCX.
1 vote -
Hubspot embedded agent
Instead of Hubspot being an extension, work with hubspot to embed the agent console into the CRM
4 votes -
RingCX API should expose agent statuses (availability and offhook state)
The RingCX API should expose agent statuses (such as availability and offhook state) in addition to supporting event subscriptions.
3 votes -
ringcx for salesforce queue name
- Additional details for the feature that you are requesting: Requesting the source Queue to be visible when a call is received in Salesforce
- What is your use case for this feature request? We are a multi-branded company. When a call comes in, the phones team would like to be able to answer with the correct prompt (eg: "Thank you for calling <brand>, how can I help you?")
- What problem are you trying to solve or what problems does the current functionality cause? This is functionality that is available when using RingCX in the browser, but is not available in Salesforce.…
2 votes -
Embedded Agent Log Record to CRM
When a call is answered with the RingCX embedded agent, it can be configured to pop an interaction within Service Now. While the interaction is created and popped to the agent's screen, it is not written or saved to ServiceNow. An agent must manually click "Save" on the interaction record to get it written to Service Now. Our existing ACD product saves the interaction to Service Now automatically.
We're requesting a feature change so that once an interaction is created and popped by the RingCX embedded agent, that the interaction is saved/written to ServiceNow at the same time, automatically, and…
2 votes -
View Waiting Contact Info In Embedded Agent
The existing embedded agent we use in ServiceNow from another vendor allows agents to see how many contacts are waiting from each channel in queue (phone, voicemail, digital). This is beneficial to the agent as they can quickly see how many contacts are waiting without needing to move their focus from the embedded agent or CRM product over to the RingCX analytics tab. Please add a visual indicator somewhere on the RingCX embedded agent so agents can see how many contacts are waiting in queues that the agent is assigned to.
1 vote -
Populate Name in RingCX On Outbound Call
When using the RingCX embedded agent in ServiceNow, and a outbound call is placed with click to dial, the "Name" is not populated in the RingCX agent like it is on an incoming phone call. This would provide a more consistent user experience on inbound and outbound phone calls in the RingCX agent. Additionally, it would assist in finding other open cases that that contact has right within the RingCX agent, so the user does not have to navigate back to ServiceNow to look at the contact's other open cases.
1 vote -
RingCX for servicenow
Pediatrics Associates Family of Companies' (UID#185248027, RCX#
31740001) ServiceNow developer's recommendation/request, after installing the RCX for SNow integration, would be for RC to expand upon their ServiceNow offering to allow for an ITSM-friendly approach for the many ServiceNow clients out there who are just leveraging ITSM and may not have CSM entitlements. I don't think it would take much heavy lifting aside from offering a system property within ServiceNow to indicate whether to leverage CSM or not to leverage CSM. Based on that flag, their softphone iframe can either display Case/Case Task or Interaction lookup capabilities. Also, instead of account,…2 votes -
API Support for Retrieving Agent Availability and Offhook State Without Event Subscriptions
Request to add a new RingCX API endpoint that allows retrieval of agent availability and offhook state directly, without the need to use event subscription mechanisms. This feature would enable easier and more flexible integration for monitoring agent statuses in real-time.
2 votes -
Integrations: RingCX for Zoho Embedded Agent, Digital Email having ability to expand either horizontally or vertically to see the full email
RingCX for Zoho Embedded Agent >Due to limited space, Digital Email seen in window is not large enough and cannot scroll to the edge of the email...Need the capability to scroll and see the full email either vertically or horizontally in some manner
3 votes -
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:
Provides agents with full conversation history for better context.
Improves customer experience by avoiding repeated questions.
Increases…
8 votes -
Hubspot for RingCx - have an automatic call log created for call attempts
Hubspot for RingCx - have an automatic call log created for call attempts such as manual outbound or dialer calls that are not answered
2 votes -
Log Internal Calls | RingCX For SalesForce
Ability to log internal calls (calls made from RingCX for Salesforce to RingEX extensions)
The current CRM app only supports logging calls for external contacts, but not for the corporate directory (RingEX extension).2 votes -
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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