79 results found

1. 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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2. 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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3. 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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4. Access RingCX Voicemails in the RingCentral Chrome Extension

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

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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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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

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7. 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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8. 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

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9. 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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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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12. RingCX for Salesforce Auto-linking for outbound calls and outbound dialer calls

    To allow auto linking for outbound calls and outbound diealer calls

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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

    4 votes

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14. 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.

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    Future Consideration  ·  Paula responded

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

15. 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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16. Native RingCX alert notifications to Microsoft Teams (chat & channels)

    It would be extremely valuable for RingCX alert notifications to be pushed directly into Microsoft Teams chats and channels via a native integration.

    Currently, the workaround requires:
    Alert → Email → Power Automate → Microsoft Teams

    This introduces unnecessary complexity, additional maintenance, and potential points of failure.

    A native Teams integration would:

    • Reduce technical overhead

    • Improve reliability and speed of alert delivery

    • Eliminate dependency on third-party automation tools

    • Increase adoption of real-time operational alerts

    Ideally, this would allow alerts to be sent to:

    • Individual user chats

    • Group chats

    • Specific Teams channels

    This would significantly strengthen real-time operational visibility for supervisors and leadership teams using RingCX.

    It would be extremely valuable for RingCX alert notifications to be pushed directly into Microsoft Teams chats and channels via a native integration.

    Currently, the workaround requires:
    Alert → Email → Power Automate → Microsoft Teams

    This introduces unnecessary complexity, additional maintenance, and potential points of failure.

    A native Teams integration would:

    • Reduce technical overhead

    • Improve reliability and speed of alert delivery

    • Eliminate dependency on third-party automation tools

    • Increase adoption of real-time operational alerts

    Ideally, this would allow alerts to be sent to:

    • Individual user chats

    • Group chats

    • Specific Teams channels

    This would significantly strengthen real-time operational visibility for supervisors… more

    1 vote

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17. Custom field mapping for Microsoft Dynamics

    Looking to get custom object / field mapping for logging interactions when utilizing the RingCX Microsoft Dynamics embedded softphone. Today, this would require a custom integration with APIs.

    Use Case:
    Would like to log Disposition to "Contact Made", Disposition Category to "Contact Result"

    1 vote

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18. Netsuite Integration and AI Assist

    The Netsuite Integration adapter does not allow the ability for Agent Assist. There is no place for you to expand the window to get AI generated suggestions from your knowledge. The only option you have for Agent Assist is to use the browser-based extension.

    1 vote

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19. RingCX for Salesforce

    RingCX for Salesforce queue name visibility when call comes in

    Requesting the source Queue to be visible when a call is received in Salesforce

    We are a multi-branded company. When a call comes in, the phones team would like to be able to answer with the correct prompt (eg: "Thank you for calling <brand>, how can I help you?")

    This is functionality that is available when using RingCX in the browser, but is not available in Salesforce. Since this is a part of the native functionality of RingCX, this should be a part of your Salesforce extension

    1 vote

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20. 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

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