86 results found

1. Integrate Salesforce within the RC App

   The more our customers leverage RingCX, they need a way to avoid web page refreshes disconnecting calls. Salesforce (SFDC) encounters a lot of random refreshes that are impacting the SFDC Agent widget when on calls (since it's just the RCX native with a skin on it). If the agent can use the embedded RCX within the desktop version of RingEX, and they can access SFDC content in-app, that would be a solid workaround for the refresh issue.

   SFDC content to access in-app includes: customer profiles, records, accounts, opportunities, etc.

   20 votes

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   Planned  ·  1 comment  ·  Integrations & APIs  ·  Delete…  ·  Admin →
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2. BeeTexting and Salesforce

   Request enhancement for coexistence support between RingEX for Salesforce and BeeTexting Shared Inbox, specifically to improve or preserve accurate contact ownership attribution when both solutions are used simultaneously within Salesforce.

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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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   Implemented  ·  0 comments  ·  Integrations & APIs  ·  Delete…  ·  Admin →
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4. 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.

   3 votes

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   Implemented  ·  Paula 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.

5. Add ANI and Call Direction to “Engaged / Call Connected” Webhook Payloads

   Short description of the issue:

   Balto requires ANI (caller phone number) and call direction (inbound/outbound) to be included in the Engaged / Call Connected webhook payloads from RingCX. This data is essential for triggering Balto’s real‑time guidance, enabling customer identification, and unlocking downstream customer history and analytics workflows for shared customers.

   Background / Context :
   Balto integrates with RingCX today using call event webhooks, not gRPC streaming. The webhook events are used to:

   • Turn the Balto application on when a call is engaged
   • Begin recording and analyzing audio locally within Balto
   • Turn Balto off when the call ends
   • Capture call metadata such as RingCentral Call ID, Queue/Campaign, and Disposition
   • Currently, the Engaged / Call Connected webhook payload does not include ANI, and call direction is not explicitly included. DNIS is available in some cases but is insufficient on its own.

   Balto explored a gRPC-based alternative, but it is not viable for their use case because:

   • They do not need audio streaming from RingCentral
   • They require event reliability (webhooks are preferred)
   • gRPC streams cannot be reliably recovered if the connection drops, introducing risk of lost events
   As a result, enhancing the webhook payload remains the preferred and required solution.

   Requested Enhancement :
   Add the following fields to the Engaged / Call Connected webhook payload:

   • ANI (Caller Phone Number)
   • Call Direction (Inbound / Outbound)
   These fields should be consistently included for all relevant call flows.

   Priority Recommendation
   High – Partner‑requested, customer‑blocking, and tied to revenue‑impacting integrations across a large shared customer base.

   Short description of the issue:

   Balto requires ANI (caller phone number) and call direction (inbound/outbound) to be included in the Engaged / Call Connected webhook payloads from RingCX. This data is essential for triggering Balto’s real‑time guidance, enabling customer identification, and unlocking downstream customer history and analytics workflows for shared customers.

   Background / Context :
   Balto integrates with RingCX today using call event webhooks, not gRPC streaming. The webhook events are used to:

   • Turn the Balto application on when a call is engaged
   • Begin recording and analyzing audio locally within Balto
   • Turn Balto off when the call… more

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6. MS Dynamics - Auto Complete Phone Calls

   With Microsoft Dynamics, phone calls are logged but are in an "Open" status by default. This skews reporting in Dynamics if an agent forgets to take the extra step of marking the call as complete. In a high volume or fast paced environment, agents may receive a another call right after dispositioning/wrapping up the previous call and forget to mark as complete later. If we can have a setting to enable or disable calls to auto-complete at the account level based on preference, that would help keep Dynamics reporting accurate and simplify the agent workflow

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7. Mandatory Name and Related To fields on the RCCX for Salesforce

   Make the Name and Related To fields on the RC widget on Salesforce mandatory

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8. 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.

   17 votes

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   Implemented  ·  3 comments  ·  Integrations & APIs  ·  Delete…  ·  Admin →
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9. 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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10. "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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11. 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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12. 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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13. 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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14. API

    Proposed Enhancement: Smarter Call Availability Signaling for Lead Vendor API
    We would like to propose an enhancement to RingCentral’s lead‑vendor call routing API to better support high‑volume call centers with large agent teams.
    Currently, when a lead vendor attempts to deliver a call, the API only performs a fixed number of availability checks (approximately 10 pings). In environments where a call center may have dozens or even hundreds of agents, this limitation creates a bottleneck and increases the likelihood of failed or prematurely rejected calls — even when agents are actively becoming available moments later.
    For larger call centers, this approach does not scale effectively.
    Problem

    Call centers with fluctuating agent availability need a real‑time, state‑aware mechanism to manage inbound vendor calls.
    A fixed number of pings does not account for:

    Large agent pools
    Rapid availability changes
    Call centers operating at near‑capacity throughout the day

    As a result, vendors may attempt to send calls when agents are unavailable, or abandon routing attempts too early when agents are about to become available.

    Proposed Solution
    We recommend enhancing the API to support agent availability awareness and dynamic call acceptance logic, including:

    Real‑Time Availability Signaling

    The API should be able to signal to lead vendors whether:

    At least one agent is currently Available and Ready, or
    No agents are available at that moment

    This allows vendors to intelligently decide whether to initiate or delay a call attempt.

    Call Gating / Intelligent Blocking

    When no agents are available, the API should indicate that calls should be temporarily blocked or queued, rather than repeatedly pinging or failing.
    Once an agent becomes available, the API should transition back to an “accepting calls” state.

    Scalable, Event‑Driven Model (Preferred)

    Instead of a limited ping‑based approach, an event‑driven or subscription‑based availability model would allow vendors to poll or receive status updates efficiently.
    This reduces unnecessary retries while improving call delivery success rates.

    Benefits

    Higher call connection rates
    Reduced dropped or rejected vendor calls
    Improved vendor trust and performance transparency
    Better support for enterprise‑level call centers
    More efficient API usage with less unnecessary traffic

    This type of intelligent availability handling would significantly improve RingCentral’s ability to serve large, high‑volume operations and strengthen integrations with lead vendors that rely on precise agent readiness signals.

    Proposed Enhancement: Smarter Call Availability Signaling for Lead Vendor API
    We would like to propose an enhancement to RingCentral’s lead‑vendor call routing API to better support high‑volume call centers with large agent teams.
    Currently, when a lead vendor attempts to deliver a call, the API only performs a fixed number of availability checks (approximately 10 pings). In environments where a call center may have dozens or even hundreds of agents, this limitation creates a bottleneck and increases the likelihood of failed or prematurely rejected calls — even when agents are actively becoming available moments later.
    For larger call centers, this… more

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15. 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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16. 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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17. RingCX for Salesforce Auto-linking for outbound calls and outbound dialer calls

    To allow auto linking for outbound calls and outbound diealer calls

    1 vote

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18. 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

    4 votes

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19. Add activity created by to logged SMS in Hubspot

    Currently logged SMS activities do not have the "activity created by" tag assigned to it meaning it's impossible to properly track how many text are being sent by specific sales rep. Calls already have this capability and text should to for proper reporting.

    1 vote

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    Future Consideration  ·  Paula responded

    Ability to customize writeback for RingCX for hubspot digital interactions (SMS) is on our future roadmap.

20. RingCX Browser and Dynamics CRM integration - split audio output for calls and calls notification

    Problem:

    Currently, RingCX Browser cannot be configured to route speech audio (incoming/outgoing calls) to split audio speech path and audio notification between headset and other audio device. For example, if the user wants to have inbound call audio notification to laptop speaker and the speech path to headset, it is not possible, all comes to one audio channel output . This limitation can be disruptive, especially in environments where users need to focus on calls but have other task away from desk, without being alerted by laptop speaker about a inbound call, they most probably missed those inbound calls. Using SPOG is not an option as Customer nedds the integration with Microsoft Dynamics to work.

    Proposed Solution:

    Audio Output Configuration: Allow users to specify distinct audio devices for speech and notifications within the RingCX Browser settings and RCX Dynamics connector settings.
    Device Selection: Provide a dropdown menu or similar interface to select the desired audio devices for each category.
    Default Settings: Offer options to set default audio devices for speech and notifications, allowing users to quickly configure their preferences.

    Benefits:

    Improved Focus: Users can concentrate on calls in a multitasking environments.
    Flexibility: Users can customize their audio setup to suit their individual preferences and work environments.
    Accessibility: This feature can benefit users with hearing impairments or specific audio requirements.
    By implementing this feature, RingCX Browser and the RCX Dynamics connector can provide a more tailored and user-friendly experience, especially for users who rely on the application for frequent communication tasks.

    Problem:

    Currently, RingCX Browser cannot be configured to route speech audio (incoming/outgoing calls) to split audio speech path and audio notification between headset and other audio device. For example, if the user wants to have inbound call audio notification to laptop speaker and the speech path to headset, it is not possible, all comes to one audio channel output . This limitation can be disruptive, especially in environments where users need to focus on calls but have other task away from desk, without being alerted by laptop speaker about a inbound call, they most probably missed those inbound calls. Using… more

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