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68 results found

  1. Disable Redirect Post-Call when using Zoho Embedded Agent

    In our Zoho Embedded Agent, when our agent completes their call the, "call detail" window pops up and they must manually close it on every call, which could happen up to 6k times per day based on outbound call volume . The RCX Product team has mentioned this is expected behavior. We would like a coding change or setting to allow disabling this popup, preventing workflow delays.

    1 vote

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    Future Consideration  ·  0 comments  ·  Integrations & APIs  ·  Admin →
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  2. Integración con Hubspot

    Integrar Contact Center con Hubspot

    1 vote

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    0 comments  ·  Integrations & APIs  ·  Admin →
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    Needs More Information  ·  Paula responded

    RingCX offers an integration with Hubspot

    https://support.ringcentral.com/article-v2/Navigating-RingCX-for-HubSpot-as-a-user.html?brand=RingCentral&product=RingCX&language=en_US

  3. Add ability for Zendesk Widget To Search All Open Tickets

    When a call comes into RingCX in the Zendesk widget, it searches for all open tickets where that customer is the Requester on the ticket and allows you to select one, which is great.

    However, it would be extremely useful if we could search for and select ANY Zendesk ticket. We VERY often get calls regarding tickets that are not from the Requester, and since we cannot select the existing ticket, we need to create a new ticket and merge it, which is tedious and messy. Being able to select any ticket from the widget and not being locked to…

    3 votes

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  4. Visible/Vocal notification for commitments

    We would like to have a pop-up notification or an audible notification for the agent when a commitment pops up on the Salesforce softphone.
    Otherwise, if the agent is working somewhere else or has minimised their softphone, they miss the commitment, which is a bad customer experience.

    3 votes

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  5. Change State in PD

    Allow agents to change their state while they are in a pending disposition. Currently, they can't do this on the main home of the RC for SF integrated app. They must go into the 'call history' and change their state there.

    1 vote

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    Implemented  ·  Paula responded

    https://support.ringcentral.com/article-v2/Changing-your-agent-state-in-RingCX.html?brand=RingCentral&product=RingCX&language=en_US

  6. RingCentral for SalesForce/RingCX improvement BYOT to provide Dynamic Voice Routing in SFDC

    The request is for BYOT to provide Dynamic Voice Routing w/in SFDC.

    2 votes

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    Implemented  ·  Paula responded

    https://support.ringcentral.com/article-v2/using-ringcx-for-service-cloud-voice.html?brand=RingCentral&product=RingCX&language=en_US

  7. Caller ID- Feature Request

    When utilizing the Salesforce Engagevoice plugin for call center, we cannot see the CALLID on the call history tab. Please see the attachment. When troubleshooting call issues, we would like to have the ability to copy/paste the call ID into tickets, but this plugin on Salesforce doesn't have the option like we see in the EngageVoice website.

    2 votes

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  8. Easier authentication for new APIs

    Setting up and graduating API applications for every account that needs API functionality can be cumbersome.

    2 votes

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