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  1. 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.

    6 votes

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  2. Title: RCX to SFDC: Task isn't created when users are on call > it's created post-call automatically if the agents follow process and a proper Contact record is selected in the softphone panel.

    Description: Problem is how it feeds back via the API, and if the contact record doesn't map to an account, the task never generates > If the agent selects the right one, then it will match
    Must follow thru with phone panel via manual clicks and field selections > potentially leading to limitations with the API config and a hygiene issue simultaneously

    2 votes

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  3. When a call is answered with the RingCX embedded agent, it can be configured to pop an interaction within Service Now. While the interaction is created and popped to the agent's screen, it is not written or saved to ServiceNow. An agent must manually click "Save" on the interaction record to get it written to Service Now. Our existing ACD product saves the interaction to Service Now automatically.

    We're requesting a feature change so that once an interaction is created and popped by the RingCX embedded agent, that the interaction is saved/written to ServiceNow at the same time, automatically, and…

    2 votes

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  4. https://support.ringcentral.com/article-v2/uploading-and-managing-salesforce-leads-in-ringcx-with-lead-list-loader.html?brand=RingCentral&product=RingCX&language=en_US

    Similar to the Salesforce List Loader tool, it would be really helpful to have this for Hubspot to eliminate the need to build APIs to load leads into RingCX.

    1 vote

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    1. Additional details for the feature that you are requesting: Requesting the source Queue to be visible when a call is received in Salesforce
    2. What is your use case for this feature request? 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?")
    3. What problem are you trying to solve or what problems does the current functionality cause? This is functionality that is available when using RingCX in the browser, but is not available in Salesforce.…
    1 vote

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  5. The aim is to have the RingCX Salesforce integration scrape missed call emails for phone numbers, so when a new case is created, the integration will match the phone number against an existing contact record in SFDC and map to the new case.

    2 votes

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  6. Customers using Smarsh for compliance archiving would like to have all RingCX related content archived in Smarsh as well

    1 vote

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