86 results found

1. Allow us to control or add audio devices for ringing in RingCX Agent for Salesforce.

   Currently we can only have the ringing of an incoming call sound in the agent's headset. This means the agent must have their headset on all the time. There is no setting to add an alternate audio device for ring tones to emit out of. If agents access to do this, then they can take a break from the headset during lulls in call volumes and still hear when a call comes in.

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2. RCX | API for Workflow Custom Fields Retrieval

   Problem Statement:
   Currently, custom data collected during call workflows—such as DTMF survey responses configured with "Save Input for Reporting" or custom key-value pairs written via ivr.putReportField()—are only visible inside RingCX Historical Analytics (e.g., Workflow Detail with Custom Fields) and manual/scheduled CSV exports.

   There is no supported public REST API endpoint (including interaction-metadata or recording/WFM APIs) that exposes these custom workflow report fields programmatically after an interaction completes.

   For customers who need to feed IVR survey results or custom workflow variables (e.g., note_reco, AgentName, customer ratings) into external CRMs, BI tools, or internal databases via API, the current manual export processes create operational friction.

   Proposed Solution / Feature Request:
   Provide a public REST API capability to query and extract custom workflow reporting fields. Specifically:

   API Endpoint Expansion: Add an endpoint (or expand the existing Integration/Interaction Metadata API) that accepts a UII (Unique Interaction Identifier) or date range and returns all captured Custom Field Name / Custom Field Value pairs associated with that call.

   Standard Response Payload: Ensure the response JSON schema includes standard call metadata along with all values saved via "Save Input for Reporting" and ivr.putReportField().

   Use Case & Business Value:
   Automated Survey Data Sync: Allows businesses running CSAT/NPS surveys in RingCX Workflow Studio to automatically ingest customer scores into CRMs (like Salesforce or Zendesk) or data warehouses without requiring manual CSV exports or inline HTTP nodes during the call.

   Streamlined Reporting: Enables developers to build custom reporting dashboards outside of RingCX using official, supported public APIs.

   Problem Statement:
   Currently, custom data collected during call workflows—such as DTMF survey responses configured with "Save Input for Reporting" or custom key-value pairs written via ivr.putReportField()—are only visible inside RingCX Historical Analytics (e.g., Workflow Detail with Custom Fields) and manual/scheduled CSV exports.

   There is no supported public REST API endpoint (including interaction-metadata or recording/WFM APIs) that exposes these custom workflow report fields programmatically after an interaction completes.

   For customers who need to feed IVR survey results or custom workflow variables (e.g., note_reco, AgentName, customer ratings) into external CRMs, BI tools, or internal databases via API, the current manual export processes… more

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3. RingCX - Ability to log the notes to a phone log in NetSuite

   If we can have the Notes and AI Summary written into the NetSuite it would improve the experience with the integration.

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4. Allow Maximum Ring Timer Configurability for IVA Integration Workflow Nodes

   Allow Maximum Ring Timer Configurability for IVA Integration Workflow Nodes.

   There is currently no ability to configure or limit the amount of time the RingCX platform attempts to connect to an IVA Integration Workflow node. The "Route" node includes a "Ring Duration" setting. This same setting would be very helpful to be configured for IVA integration nodes or within the admin portal IVA integration settings.

   Use case: If an IVA integration is working as normal and has no issues, the RingCX platform will hand the contact off to the IVA integration in milliseconds. However, if there is a connectivity issue with the IVA integration, the RingCX platform will attempt to connect to the IVA integration for 25-30 seconds before the workflow moves through the failure path.

   Impact: In the event of a connectivity issue with an IVA and a contact attempts to contact us via a workflow that includes the broken IVA integration, the contact is left waiting for nearly 30 seconds before their contact takes a workflow path that allows for the contact to be serviced by the workflow's fallback / failure path. This leads to an increase in abandons.

   Testing: I verified the 25-30 second connection attempts to a broken IVA integration by creating an intentionally broken IVA integration (With an intentionally incorrect SIP URI in the IVA Integration settings) and implemented that IVA integration in a RCX workflow. On each connection attempt, I had to wait 25 - 30 seconds before my contact would move down the failure / fallback path.

   Please allow for a maximum ring timer or maximum connection attempts setting for IVA integrations in either the RingCX Workflow IVA Integration Node or in the Admin Portal IVA Integration Settings.

   Allow Maximum Ring Timer Configurability for IVA Integration Workflow Nodes.

   There is currently no ability to configure or limit the amount of time the RingCX platform attempts to connect to an IVA Integration Workflow node. The "Route" node includes a "Ring Duration" setting. This same setting would be very helpful to be configured for IVA integration nodes or within the admin portal IVA integration settings.

   Use case: If an IVA integration is working as normal and has no issues, the RingCX platform will hand the contact off to the IVA integration in milliseconds. However, if there is a connectivity issue… more

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5. AI Summaries for RingCX Plugin for Dynamics after Call Disposition

   AI Summaries for RingCX Plugin for Dynamics after Call Disposition

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6. Feature Request: RingCX | API for Microsoft Company Directory Integration

   Description

   • Requesting the ability to integrate their Microsoft Company Address Book (Azure AD / Microsoft 365 Directory) with RingCX.

   They would like RingCX to consume directory data via API so agents can access corporate contacts directly within the platform.

   Requested Capability

   • API-based integration between RingCX and Microsoft Company Directory

   • Sync or query users and contacts from Microsoft 365 / Azure AD

   • Make company directory contacts searchable and usable within RingCX (e.g., dialing, identification)

   Business Value / Use Case

   • Improves agent efficiency by eliminating the need to manually maintain contacts

   • Ensures a single source of truth for corporate directory data

   • Reduces operational overhead and data inconsistency

   • Enhances enterprise adoption for Microsoft-centric environments

   Current Limitation
   • RingCX does not currently provide a native API or connector to integrate with Microsoft Company Directory.

   Description

   • Requesting the ability to integrate their Microsoft Company Address Book (Azure AD / Microsoft 365 Directory) with RingCX.

   They would like RingCX to consume directory data via API so agents can access corporate contacts directly within the platform.

   Requested Capability

   • API-based integration between RingCX and Microsoft Company Directory

   • Sync or query users and contacts from Microsoft 365 / Azure AD

   • Make company directory contacts searchable and usable within RingCX (e.g., dialing, identification)

   Business Value / Use Case

   • Improves agent efficiency by eliminating the need to manually maintain contacts

   • Ensures a single source of… more

   7 votes

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7. Add API and Reporting Indicator for Carrier-Masked / Altered Caller IDs

   Introduce a metadata field, flag, or indicator within the API response payload (e.g., Call Log API, RingCX API) and exported Analytics reports that identifies if a Caller ID/ANI is:

   The original caller phone number provided by the originating carrier, OR

   A suspected masked/replaced number applied during the telecom routing process (based on known SIP header metadata or gateway routing patterns).

   2 votes

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8. Log all calls even if Agent is offline in RingCentral Voice for Salesforce

   Log all calls even if the agent is offline in RingCentral Voice for Salesforce.

   2 votes

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9. Geo IP Access Control for RingCX

   Geo IP Access Control for RingCX
   The customer wanted to know the list of GEO IP access for the Ring RingCX platform.

   1 vote

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10. Support Salesforce Record Lookup by ExternalID for RingCX Campaigns

    Feature Summary:
    Add the ability to configure the Salesforce record lookup method used by the RingCX integration. In addition to the current phone number-based matching, provide an option to use a Salesforce ExternalID field as the primary lookup key.

    Business Need:
    Some organizations maintain multiple Salesforce Leads or Contacts with the same phone number due to their business processes. With the current phone number-based lookup, RingCX prompts agents to select the correct record whenever duplicate phone numbers are found, which slows down the dialing process and increases the risk of selecting the wrong record.

    Many customers already use a unique ExternalID field to identify records within their campaigns. Allowing RingCX to use this field for record matching would eliminate ambiguity and improve the agent experience.

    Current Behavior:

    RingCX searches Salesforce records using the phone number.
    When multiple records share the same phone number, agents are prompted to choose the correct Salesforce record.
    The lookup field cannot be changed.

    Requested Enhancement:

    Allow administrators to configure the Salesforce lookup field for RingCX campaigns.
    Support Salesforce ExternalID (or another administrator-selected unique field) as the primary lookup key.
    Maintain phone number lookup as the default behavior for backward compatibility.
    If the configured lookup field does not return a match, optionally allow a fallback to phone number matching.

    Expected Benefits:

    Eliminates unnecessary record selection prompts for agents.
    Improves agent productivity and call efficiency.
    Reduces the risk of associating interactions with the wrong Salesforce record.
    Supports organizations with duplicate phone numbers while leveraging unique identifiers already present in Salesforce.
    Provides greater flexibility for customers with custom Salesforce data models.

    Customer Impact:
    The customer relies on Salesforce ExternalID values to uniquely identify records within RingCX campaigns. Because multiple records can legitimately share the same phone number, the current lookup behavior interrupts the agent workflow and requires manual record selection. Supporting ExternalID-based lookups would streamline their process and improve overall efficiency.

    Feature Summary:
    Add the ability to configure the Salesforce record lookup method used by the RingCX integration. In addition to the current phone number-based matching, provide an option to use a Salesforce ExternalID field as the primary lookup key.

    Business Need:
    Some organizations maintain multiple Salesforce Leads or Contacts with the same phone number due to their business processes. With the current phone number-based lookup, RingCX prompts agents to select the correct record whenever duplicate phone numbers are found, which slows down the dialing process and increases the risk of selecting the wrong record.

    Many customers already use a unique… more

    2 votes

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11. Add a column of Call_Results__c in Ring Central for Salesforce

    I would like to add a column of CallResults_c in Ring Central for Salesforce, I need add that field in that box up to the notes or the best place available.

    2 votes

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12. MSFT Teams + RCX Integration

    An integration into MSFT Teams for RCX as a contact center

    2 votes

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13. Salesforce Partner Telephony Queue Management enablement with RingCX

    The customer would like for Salesforce Partner Telephony Queue Management integration to work with RingCX. The feature is currently not supported by RingCX platform.

    1 vote

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14. Improve RingCX Salesforce OpenCTI session handling to prevent call disruption due to stale browser cache/session data

    Description:
    When browser cache/session data becomes stale or corrupted, RingCX Salesforce OpenCTI sessions may fail to load properly, resulting in:

    Calls not ringing
    Agent unable to accept calls
    Silent failure until cache is manually cleared

    Request:
    Implement improved session validation and auto-recovery mechanisms so that:

    The CTI session can detect corrupted/stale state
    Automatically refresh/reinitialize the session without requiring full browser cache clear
    Provide soft recovery (reload CTI session, re-authenticate silently, or reset state)

    Business impact:
    Reduces agent downtime and eliminates dependency on manual cache clearing, improving reliability in production environments.

    2 votes

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15. 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

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16. RingCX - MS Dynamics plugin - Agent script open a contact details popup window when agent receive call

    Currently in RCX MS Dynamics plugin, when you use an agent script to open a popup window displaying contact details, the script is launched when agent answer the call and NOT when agent receive the call. Thus agent doesn't know who call until he answered the call.
    And thus we will have same behavior in RCX MS Dynamics and RCX embedded in REX desktop app.
    So agent script must be launched when agent receive and thus agent will be able to see contact details in the popup window before answering the call.

    3 votes

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17. Add an alert for when the Salesforce client for RingCX disconnects from RingCX

    Customer is inquiring on having a feature that allows the Salesforce for RingCX notify the agent/admin when they have become disconnected from the RingCX dialer within Salesforce. In addition having it also grant what could be the cause of it such as a disconnect code of sorts.

    3 votes

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18. Feature Request: Improve Call Logging Reliability in RingCX Embedded Agent for Dynamics 365

    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)

    ---

    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.

    ---

    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

    ---

    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

    ---

    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

    ---

    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

    ---

    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

    ---

    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.

    ---

    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

    ---

    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

    ---

    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.

    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)

    ---

    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… more

    5 votes

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19. RingCX for ServiceNow - ability to customize data mapping for the log call fields

    Currently the RingCX for ServiceNow embedded agent memorializes the call details to the "Additional comments (customer visible)" field. This field is visible by customers when they are accessing incidents within the Service Operations module. The customer wants the ability to have the call log data written to the "Work notes" field instead of the "Additional comments" field. It would be good to have this as an option that the customer can select which field is being written to.

    2 votes

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20. 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

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