Enable Searching and Managing Contacts even without being on an Active call
Currently, full contact cards in RingCentral are only accessible during an active call. When not on a call, users cannot search for, view, or update contacts unless they navigate through Call History, which is limiting and inefficient.
Requested enhancement:
Provide a centralized Contacts view that allows agents to:
Search and manage contacts at any time (not just during active calls)
View full contact cards outside of calls
Create, edit, and update contacts proactively
Darlene
shared this idea
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Darlene
commented
sharing another use case where the agents would need to update the client contact card while not being in an active call.
The project supports multiple clients, each with their own customers. Sometimes, a client calls to request an update to a customer’s contact record that is not related to the current call.
In these cases, after the call ends, the agent moves to a working state and updates the requested contact directly.
Ideally, they want the app to work like a CRM where you can edit, add, search and check the contact anytime even if you are not on a call or an active with that client