Business Need:
*Customers using RingCX Digital email interactions require the ability to search and select recipients directly from the Microsoft Outlook Global Address List (GAL) when composing, replying to, or forwarding emails.

Current Behavior:
*The"Sync with RingEX Contacts" feature currently supports contact lookup only within the RingCX Integrated Softphone in SPOG for voice-related workflows. Users can search contacts and initiate or transfer calls using synchronized Outlook/GAL contact information. The feature does not provide GAL search capabilities within RingCX Digital email fields (To, CC, BCC, or Forward). As a result, agents must manually enter known email addresses. The upcoming release is limited to Voice on SPOG only, and Digital support was removed from the release scope.

Requested Enhancement:
*Add Outlook GAL lookup and recipient selection capabilities to RingCX Digital email interactions, including:

• To field
• CC field
• BCC field
• Forward recipient field

Expected Outcome:

• Agents can search the organization's Outlook GAL directly from RingCX Digital.
• Matching contacts are displayed and selectable from a searchable directory.
• Email addresses are automatically populated when a contact is selected.
• Consistent user experience between Voice and Digital channels.

Customer Impact:

• Eliminates manual entry of email addresses.
• Reduces addressing errors.
• Improves agent efficiency and productivity.
• Enhances integration between Microsoft 365 and RingCX Digital.

Use Case:
*An agent handling a Digital email interaction needs to forward or send an email to an internal employee but does not know the employee's email address. The agent should be able to search the Outlook GAL and select the recipient directly from the To/CC/BCC/Forward fields, similar to the contact lookup experience available in Voice/SPOG.

Business Value:
*This enhancement would improve usability for Digital agents, reduce handling time, and provide feature parity between voice and digital contact workflows.