The customer would like to have an option for the RingCentral IVR or Bridge Operator to use the organization's Microsoft Directory/Entra ID as the source for person lookup instead of relying solely on the native RingCentral directory.

This functionality would allow users to search for employees directly from the Microsoft Directory when using Dial by Name or when receptionists use the Bridge Operator to locate and connect callers to employees.

Business Impact

Currently, organizations that maintain their employee directory primarily in Microsoft may need to maintain duplicate directory information in RingCentral. This can result in additional administrative effort and potential discrepancies between the two directories.

Allowing the IVR and Bridge Operator to reference the Microsoft Directory would help organizations maintain a single source of employee information, reduce duplicate directory management, and make it easier for receptionists and callers to locate the correct employee.