60 results found

1. 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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   Planned  ·  AdminPaula (Group Product Manager, RingCentral) responded

   This is planned for 26.1.1 release

2. 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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3. To Have Start and End Time Attributes in RingCX for Salesforce

   We would like to request the addition of attributes in RingCX for Salesforce that capture both start and end times. This functionality would provide better tracking, reporting, and integration with workflows, ultimately improving visibility and efficiency for users.

   7 votes

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4. Access RingCX Voicemails in the RingCentral Chrome Extension

   Ability to route and access RingCX voicemails in the RingCentral Chrome Extension

   6 votes

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5. "Defer" option for Digital Interactions in RingCX CRM integrations

   My client would like the 'defer' option (which is available in RingCX Agent) to be available in our CX CRM integrations as well.

   The purpose is that they frequently would prefer to 'schedule' an outbound digital interaction for later in the day versus compose and send the digital interaction in the moment. Their current system (integrated into Salesforce) allows for 'deferring' or 'scheduling' an SMS to be sent out at a specificed time.

   The justification would be for 'parity' with our RingCX Agent experience which does offer 'defer' option today

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   2 votes

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6. Enhance Dynamics 365 CIF Search API to Support Full Entity Search

   RingCentral CIF for Dynamics 365 only searches the Regarding field using these endpoints:

   /api/data/v9.0/accounts

   /api/data/v9.0/contacts

   /api/data/v9.0/leads

   /api/data/v9.0/opportunities

   /api/data/v9.0/incidents

   That means searches are limited to just the name or title fields, which is pretty restrictive.

   Request
   
   Switch to using the Dynamics 365 Search API endpoints:

   /api/search/v1.0/suggest

   /api/search/v1.0/query

   These endpoints allow searches across all fields that Dynamics administrators have marked as searchable, including any custom fields customers add.

   Why this matters

   Users can find records based on any searchable field, not just name/title.

   A single API call can return Accounts, Leads, Contacts, Opportunities, and Incidents.

   Custom fields are fully supported, so organizations with tailored Dynamics setups aren’t left out.

   Search scope is still controlled by Dynamics admins, so governance and compliance are respected.

   Overall, this makes the CIF much more useful and saves time for teams working in Dynamics every day.

   RingCentral CIF for Dynamics 365 only searches the Regarding field using these endpoints:

   /api/data/v9.0/accounts

   /api/data/v9.0/contacts

   /api/data/v9.0/leads

   /api/data/v9.0/opportunities

   /api/data/v9.0/incidents

   That means searches are limited to just the name or title fields, which is pretty restrictive.

   Request
   
   Switch to using the Dynamics 365 Search API endpoints:

   /api/search/v1.0/suggest

   /api/search/v1.0/query

   These endpoints allow searches across all fields that Dynamics administrators have marked as searchable, including any custom fields customers add.

   Why this matters

   Users can find records based on any searchable field, not just name/title.

   A single API call can return Accounts, Leads, Contacts, Opportunities, and Incidents.

   Custom fields are fully supported, so organizations… more

   2 votes

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7. Persistent Login for RingCX Salesforce Agent

   Feature Request: Persistent Login for RingCX Salesforce Agent
   Description:
   The RingCX Salesforce Agent logs users out whenever they switch tabs or applications within Salesforce, requiring repeated logins and disrupting workflow.

   Current Behavior:

   Users must log in again after navigating to a different tab or application.
   This causes delays and frustration.
   Proposed Enhancement:

   Maintain login sessions while users switch tabs or applications.
   Keep authentication valid for the duration of the Salesforce session unless manually logged out.
   Business Impact:

   Reduces login fatigue and improves efficiency.
   Minimizes workflow disruptions.

   16 votes

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   Under Review  ·  3 comments  ·  Integrations & APIs  ·  Delete…  ·  Admin →
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8. Persistent login across browser tabs for Dynamics

   Feature Request: Persistent Login for RingCX Dynamics Agent
   Description:
   The RingCX Dynamics Agent logs users out whenever they switch tabs or applications within Dynamics, requiring repeated logins and disrupting workflow.

   Current Behaviour:

   Users must log in again after navigating to a different tab or application.
   This causes delays and frustration.
   Proposed Enhancement:

   Maintain login sessions while users switch tabs or applications.
   Keep authentication valid for the duration of the Dynamics session unless manually logged out.
   Business Impact:

   Reduces login fatigue and improves efficiency.
   Minimizes workflow disruptions.

   perhaps enable the use of the Ringcentral app in conjunction with Dynamics integration, calls handled in either ringcx.ringcentral.com or app.ringcentral.com or full app, screen pops on incoming always call new tab in dynamics, click to dial utilises the application?

   (full disclosure this is a copy pasta from the salesforce request, thanks to original poster :) )

   Feature Request: Persistent Login for RingCX Dynamics Agent
   Description:
   The RingCX Dynamics Agent logs users out whenever they switch tabs or applications within Dynamics, requiring repeated logins and disrupting workflow.

   Current Behaviour:

   Users must log in again after navigating to a different tab or application.
   This causes delays and frustration.
   Proposed Enhancement:

   Maintain login sessions while users switch tabs or applications.
   Keep authentication valid for the duration of the Dynamics session unless manually logged out.
   Business Impact:

   Reduces login fatigue and improves efficiency.
   Minimizes workflow disruptions.

   perhaps enable the use of the Ringcentral app in conjunction with Dynamics integration, calls… more

   2 votes

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9. Feature Request: Embedded Integration for RingCX + Zoho

   I’d like to submit a feature request regarding the current RingCX integration with Zoho.

   At present, the only available method for connecting RingCX to Zoho is through the Chrome extension. Several customers have expressed the need for a more seamless workflow by having this functionality embedded natively within RingCX instead of relying on the extension.

   Requested Enhancement:

   Add support for a native or embedded RingCX–Zoho integration, removing the dependency on the browser extension.

   Goal: Improve agent workflow efficiency, reduce extension-related issues, and provide a more streamlined user experience.

   This enhancement would greatly improve usability and stability for customers leveraging Zoho within their RingCX/CC environment.

   I’d like to submit a feature request regarding the current RingCX integration with Zoho.

   At present, the only available method for connecting RingCX to Zoho is through the Chrome extension. Several customers have expressed the need for a more seamless workflow by having this functionality embedded natively within RingCX instead of relying on the extension.

   Requested Enhancement:

   Add support for a native or embedded RingCX–Zoho integration, removing the dependency on the browser extension.

   Goal: Improve agent workflow efficiency, reduce extension-related issues, and provide a more streamlined user experience.

   This enhancement would greatly improve usability and stability for customers leveraging Zoho… more

   3 votes

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10. Add “All Messages” View for RingCX for HubSpot Embedded Agent

    Add “All Messages” View for RingCX Embedded Agent in HubSpot

    Description:
    Currently, agents using the RingCX embedded Agent in HubSpot can only see active or open messages. There is no option for agents to view old or closed messages within the same interface similar to what is currently available in the native RingCX web version.

    Requested Feature:
    Add an “All Messages” view or filter in the RingCX embedded Agent for HubSpot so agents can easily access and review previous or closed interactions.

    Value/Benefit:

    1. Provides agents with full conversation history for better context.

    2. Improves customer experience by avoiding repeated questions.

    3. Increases agent productivity by eliminating the need to switch between systems to find past messages.

    Who needs this:
    All agents using RingCX embedded in HubSpot who handle customer messaging and need to reference conversation history.

    Add “All Messages” View for RingCX Embedded Agent in HubSpot

    Description:
    Currently, agents using the RingCX embedded Agent in HubSpot can only see active or open messages. There is no option for agents to view old or closed messages within the same interface similar to what is currently available in the native RingCX web version.

    Requested Feature:
    Add an “All Messages” view or filter in the RingCX embedded Agent for HubSpot so agents can easily access and review previous or closed interactions.

    Value/Benefit:

    1. Provides agents with full conversation history for better context.

    2. Improves customer experience by avoiding repeated questions.

    3. Increases… more

    8 votes

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11. Salesforce embedded Agent to have "All messages" for agents to view old/closed messages

    Salesforce embedded Agent to have "All messages" for agents to view old/closed messages

    If its an old message , agents need to check photos or videos through text but it disconnects them from the Salesforce call since RingCX agent can only have one login session at a time

    10 votes

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    Needs More Information  ·  0 comments  ·  Integrations & APIs  ·  Delete…  ·  Admin →
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12. Salesforce for RingCX - allow login sessions to be kept active even when browser refresh so agents do not log out.

    Allow login sessions to be kept active even when browser refresh so agents do not log out.

    2 votes

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    Implemented  ·  AdminPaula (Group Product Manager, RingCentral) responded

    Release 25.4.2 (December)

    RingCX for Salesforce - Persistent Login Across Browser Refreshes:

    Agents using the integrated softphone will now remain logged into the adapter even after refreshing a browser page. This eliminates a major point of friction, prevents workflow interruptions, and provides a more stable and reliable user experience, especially for agents working in complex Salesforce environments.

13. Surface Pre-Chat Form Data to Agents and Use It for Dynamics 365 Record Pop

    Currently, when a chat is accepted in RingCX with Dynamics 365 integration, the information a visitor submits in the Pre-Chat form (e.g., name, email, phone, member ID) is not surfaced to the agent nor used to open the corresponding record in Dynamics.

    This creates an inconsistency across channels:

    Phone: Caller ID matches and pops a record in Dynamics.

    Email: Sender address matches and pops a record in Dynamics.

    Chat: Pre-Chat data is ignored, leaving agents without context.

    As a result, agents must re-ask for information the visitor already provided, handle time increases, and member experience suffers. Displaying Pre-Chat data to the agent and using it to pop the Dynamics record would bring chat in line with phone and email, improving accuracy, efficiency, and overall consistency.

    Currently, when a chat is accepted in RingCX with Dynamics 365 integration, the information a visitor submits in the Pre-Chat form (e.g., name, email, phone, member ID) is not surfaced to the agent nor used to open the corresponding record in Dynamics.

    This creates an inconsistency across channels:

    Phone: Caller ID matches and pops a record in Dynamics.

    Email: Sender address matches and pops a record in Dynamics.

    Chat: Pre-Chat data is ignored, leaving agents without context.

    As a result, agents must re-ask for information the visitor already provided, handle time increases, and member experience suffers. Displaying Pre-Chat data to… more

    3 votes

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14. Request for Integration & Listing of TOA IP-A1SC15 Speaker as a Supported Paging Device

    Dear RingCentral Team,
    I hope you are doing well.
    I am reaching out on behalf of TOA Electronics regarding our network-based IP speaker, the TOA IP-A1SC15. We have a growing number of mutual customers who are actively using RingCentral’s hosted phone system and have expressed a strong need for seamless integration between RingCentral and our IP-A1 series paging products. https://www.toaelectronics.com/en-us/products/ip-audio/ipa1series

    Over the past months, we have observed that several customers are unable to complete SIP registration due to our products not listing as a supported device. After speaking directly with members of your support team, we would like to formally request the following:

    1. Listing as a Supported Third‑Party Paging Device.
    2. Integration & Compatibility: We kindly ask for your support in validating interoperability between RingCentral’s SIP platform and the TOA IP-A1SC15 speaker.

    Customer demand for RingCentral + TOA speaker for paging continues to grow rapidly.
    Official compatibility would reduce support friction and enhance the overall end‑user experience.
    This collaboration would serve as a strong marketing highlight for both companies.

    We deeply appreciate the strong reputation RingCentral has built in the cloud communications space, and we believe this integration will serve both our organizations as well as our many shared customers.

    Please let us know the next steps required on our end if any. Thank you very much for your time.

    Warm regards,
    TOA Electronics Inc.
    cc: andresh@toaelectronics.com

    Dear RingCentral Team,
    I hope you are doing well.
    I am reaching out on behalf of TOA Electronics regarding our network-based IP speaker, the TOA IP-A1SC15. We have a growing number of mutual customers who are actively using RingCentral’s hosted phone system and have expressed a strong need for seamless integration between RingCentral and our IP-A1 series paging products. https://www.toaelectronics.com/en-us/products/ip-audio/ipa1series

    Over the past months, we have observed that several customers are unable to complete SIP registration due to our products not listing as a supported device. After speaking directly with members of your support team, we would like to formally… more

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15. RCX | API for Call Recording Retrieval

    Description
    • API in RingCX that allows programmatic access to call recordings, equivalent to APIs available in other RingCentral platforms.

    • The API should enable customers to retrieve call recordings and related metadata for integration with external systems.

    Requested Capability

    API endpoints to:

    • List available call recordings

    • Retrieve call recording metadata (Call ID, agent, queue, date/time, duration)

    • Securely download call recording files

    Business Value / Use Case

    • Enables integration with QA, compliance, analytics, and archival systems

    • Supports automated auditing and monitoring workflows

    • Reduces manual effort for supervisors and administrators

    • Provides feature parity with existing RingCentral APIs

    Current Limitation
    • RingCX does not currently expose an API for retrieving call recordings.

    Description
    • API in RingCX that allows programmatic access to call recordings, equivalent to APIs available in other RingCentral platforms.

    • The API should enable customers to retrieve call recordings and related metadata for integration with external systems.

    Requested Capability

    API endpoints to:

    • List available call recordings

    • Retrieve call recording metadata (Call ID, agent, queue, date/time, duration)

    • Securely download call recording files

    Business Value / Use Case

    • Enables integration with QA, compliance, analytics, and archival systems

    • Supports automated auditing and monitoring workflows

    • Reduces manual effort for supervisors and administrators

    • Provides feature parity with… more

    1 vote

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16. 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

    1 vote

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17. Allow to Map Dispositions to the Call Outcome field in RingCX for Hubspot

    We would like to be able to map dispositions to the call Outcome field in RingCX for Hubspot

    1 vote

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18. RingCX and SAP CRM Integration

    Looking to have RingCX and the SAP CRM to be integrated as requested by a customer.

    1 vote

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19. Hubspot embedded agent

    Instead of Hubspot being an extension, work with hubspot to embed the agent console into the CRM

    4 votes

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20. RingCX | Zendesk Integration Refresh feature

    The ability to keep the RingCX Embedded app logged in when refreshing just the Zendesk integration. Currently

    3 votes

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