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4 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.

    5 votes

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    Planned  ·  1 comment  ·  Integrations & APIs  ·  Admin →
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  2. Embedded Agent Log Record to CRM

    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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    Planned  ·  0 comments  ·  Integrations & APIs  ·  Admin →
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  3. Ability to allow Litify objects to mapped on RCx SF embedded agent

    We need the ability to screenpop Intake or Matter and have the ability to create call logs unto those objects as well

    4 votes

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  4. View Waiting Contact Info In Embedded Agent

    The existing embedded agent we use in ServiceNow from another vendor allows agents to see how many contacts are waiting from each channel in queue (phone, voicemail, digital). This is beneficial to the agent as they can quickly see how many contacts are waiting without needing to move their focus from the embedded agent or CRM product over to the RingCX analytics tab. Please add a visual indicator somewhere on the RingCX embedded agent so agents can see how many contacts are waiting in queues that the agent is assigned to.

    1 vote

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