45 results found
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RCX/REX Zendesk parity
The integrated CX Zendesk application (and the CX browser application in general) was that the popup only appears inside of the Zendesk browser, it doesn’t appear as a new popup or window over all other windows. Our agents do work with two screens, however if they have a PDF attachment open, and our ERP on the other screen, Zendesk is not prominent and we might miss the popup alerting them of the call.
The application for EX pops a window up over all other windows, alerting the agent of the inbound call no matter how many windows they have open…
1 vote -
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…
3 votes -
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.
2 votes -
Auto Populate Data From Pre Chat Form to Fields in Zoho CRM
Ability to populate Pre-Chat Form Data to Zoho CRM
Data to populate:
1. Name
2. Email Address
3. Phone Number1 vote -
Make Call Transcription Links Read-Only in Salesforce
Requesting a feature that allows RingSense AI transcription and summary links added to Salesforce cases via the RingCX integration to be stored in a read-only/uneditable field.
Business Need:
Currently, agents can modify or delete the transcription link in Salesforce, which may result in lost access to critical call recordings and AI-generated summaries. Ensuring the transcription link is immutable preserves data integrity and ensures that all team members can reliably access the original AI call records.Benefits:
Maintains consistent access to AI-generated transcriptions and summaries.
Prevents accidental deletion or modification by agents.
Supports compliance, audit, and quality assurance processes.
Ensures historical…
2 votes -
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 -
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 -
1 vote
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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.
6 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 -
Ability to assigned Beetexting license to RingCX number
Beetexting is currently available for RingEx accounts. However, there is a desire to have the ability to assign Beetexting licenses to RingCX numbers.
3 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.
2 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.…
1 vote -
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
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