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)

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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.

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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

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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

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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

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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

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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

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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.

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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

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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

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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.