Skip to content
← RingCentral Ideas

RingCX

RingCX

Categories

How can we improve RingCX?

(thinking…)

Enter your idea and we'll search to see if someone has already suggested it.

If a similar idea already exists, you can support and comment on it.

If it doesn't exist, you can post your idea so others can support it.

Enter your idea and we'll search to see if someone has already suggested it.

  • Hot ideas
  • Top ideas
  • New ideas
  • My feedback

10 results found

  1. RCX | API for Call Recording Retrieval

    Description
    • API in RingCX that allows programmatic access to call recordings, equivalent to APIs available in other RingCentral platforms.

    • The API should enable customers to retrieve call recordings and related metadata for integration with external systems.

    Requested Capability

    API endpoints to:

    • List available call recordings

    • Retrieve call recording metadata (Call ID, agent, queue, date/time, duration)

    • Securely download call recording files

    Business Value / Use Case

    • Enables integration with QA, compliance, analytics, and archival systems

    • Supports automated auditing and monitoring workflows

    • Reduces manual effort for supervisors and administrators

    • Provides feature parity with…

    2 votes

    We're glad you're here

    Please sign in to leave feedback
    Signed in as (Sign out)
    Close
    Close

    We’ll send you updates on this idea

    1 comment  ·  Integrations & APIs  ·  Admin →
    Already Exists  ·  AdminPaula (Group Product Manager, RingCentral) responded

    Please visit https://developers.ringcentral.com/

    This has been implemented across several controllers.

    • List and Metadata: The Integration Report Controller provides endpoints to build reports containing interaction metadata (Call ID, agent, duration, etc.). Specifically, /integration/v2/admin/reports/accounts/{subAccountId}/interactionMetadata returns an array of metadata including recording URLs.
    • Secure Download: The call-recording-access-controller provides the GET endpoint /internal/v1/calls/recordings specifically to stream/download the recording file.
    • MP3 Format: The Utility API includes the /v1/admin/accounts/{accountId}/utilities/audioFiles/{fileName}/mp3 endpoint to convert and stream recordings as MP3 files.


  2. RingCX HubSpot Extension Ability to send SMS

    While using the RingCX HubSpot extenstion you should be able to send SMS by hovering over the contact records phone number just like you can with the EX extension. You should also be able to send SMS through the workflows with the CX extension. It is inefficient to have agents go back and forth between EX and CX so they they can do SMS.

    1 vote

    We're glad you're here

    Please sign in to leave feedback
    Signed in as (Sign out)
    Close
    Close

    We’ll send you updates on this idea

    0 comments  ·  Integrations & APIs  ·  Admin →
    Already Exists  ·  AdminPaula (Group Product Manager, RingCentral) responded

    RingCX for Hubspot offers click to SMS

    Click to SMS


    If you have access to digital interactions, and an SMS channel is configured, you can click the

    SMS

    icon next to any phone number in HubSpot to initiate an outbound text message.


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

  3. RingCX HubSpot Extension Ability to send SMS

    While using the RingCX HubSpot extenstion you should be able to send SMS by hovering over the contact records phone number just like you can with the EX extension. You should also be able to send SMS through the workflows with the CX extension. It is inefficient to have agents go back and forth between EX and CX so they they can do SMS.

    1 vote

    We're glad you're here

    Please sign in to leave feedback
    Signed in as (Sign out)
    Close
    Close

    We’ll send you updates on this idea

    0 comments  ·  Integrations & APIs  ·  Admin →

  4. Allow Multiple Agents to Save Disposition Notes Separately in Salesforce During Call Transfers

    When a call is transferred internally, the agents are unable to save both sets of notes when dispositioning the call. The notes from the first agent are replaced by the notes from the second agent.

    Steps to Reproduce:
    • The receiving agent shared the SFDC link with the previous agent (The agent who's transferring the call) to allow them to leave their notes.
    • The second agent, who received the call, then entered the disposition note within the Phone App on Salesforce.
    • However only the second agent's note will be left saved in Salesforce

    Background:

    • The Phone app…

    15 votes

    We're glad you're here

    Please sign in to leave feedback
    Signed in as (Sign out)
    Close
    Close

    We’ll send you updates on this idea

    0 comments  ·  Integrations & APIs  ·  Admin →
    Already Exists  ·  AdminPaula (Group Product Manager, RingCentral) responded

    If you're using the RingCX for Agent Embedded CTI Adapter with Salesforce to transfer a call internally, each agent can add their own notes.

    Here's how it works:

    • Agents can type notes into the notes field within the adapter during the call.
    • After the call is transferred, each agent's individual notes will be saved and can be viewed in the comments section of the notes.

    This ensures a smooth handoff and a complete record of the conversation.

  5. Caller Line Identification (CLI) matching when multiple Dynamics contacts share the same phone number

    RingCentral Dynamics integration handles Caller Line Identification (CLI) matching when multiple Dynamics contacts share the same phone number.

    Increase the threshold for CLI matching, or

    Allow a manual selection from the list when multiple matches are found.

    4 votes

    We're glad you're here

    Please sign in to leave feedback
    Signed in as (Sign out)
    Close
    Close

    We’ll send you updates on this idea

    1 comment  ·  Integrations & APIs  ·  Admin →
    Already Exists  ·  AdminPaula (Group Product Manager, RingCentral) responded

    Thank you for reaching out with your feedback regarding the RingCX for Dynamics integration for Caller Line Identification (CLI) matching. We understand your request to increase the threshold for CLI matching or to allow a manual selection when multiple contacts share the same phone number.

    The ability to manually select from a list of multiple matches is already a feature within the RingCX for Dynamics 365 integration. When multiple contacts are found, you will see a list from which you can choose the correct one.

    For detailed instructions and to learn more about navigating this feature, you can refer to our user guide:

    https://support.ringcentral.com/article-v2/Navigating-RingCX-for-Dynamics-365-as-a-user.html?brand=RingCentral&product=RingCX&language=en_US

  6. Ability to upload/modify audio in RingCX through the Developer API

    1 vote

    We're glad you're here

    Please sign in to leave feedback
    Signed in as (Sign out)
    Close
    Close

    We’ll send you updates on this idea

    1 comment  ·  Integrations & APIs  ·  Admin →
    Already Exists  ·  AdminPaula (Group Product Manager, RingCentral) responded

    This is supported via the Utility API.

    • Upload: POST /v1/admin/accounts/{accountId}/utilities/audioFiles allows for programmatic uploading of audio files.
    • Modify: PUT /v1/admin/accounts/{accountId}/utilities/audioFiles/{fileName}/rename allows for renaming/modifying existing files.


  7. Remove numbers from the DNC via the API

    Currently we can only remove numbers from the DNC manually.
    It is very tedious.

    1 vote

    We're glad you're here

    Please sign in to leave feedback
    Signed in as (Sign out)
    Close
    Close

    We’ll send you updates on this idea

    0 comments  ·  Integrations & APIs  ·  Admin →

  8. API Update to show Customer's Phone Number

    Ability to show the Customer's Phone Number on the dispatcher's screen when the driver calls. Looking for an additional RCX field to pull from the API to show the customer's number.

    1 vote

    We're glad you're here

    Please sign in to leave feedback
    Signed in as (Sign out)
    Close
    Close

    We’ll send you updates on this idea

    0 comments  ·  Integrations & APIs  ·  Admin →
    Already Exists  ·  AdminPaula (Group Product Manager, RingCentral) responded

    The API already exposes the customer's phone number (ANI) in multiple real-time and reporting objects.

    • Interaction Metadata: The RCInteractionMetaDataV6 and RCInteractionMetadataV5 objects both include the interactionCallingAddress field, which contains the ANI/customer phone number.
    • Active Calls: The ActiveCall object explicitly includes the ani field.


  9. RingCentral for SalesForce/RingCX : Supervisors to monitor Agent activity w/in SFDC (using salesforce tools)

    The request is for the ability to monitor Agent activity w/ SFDC (using native salesforce tools).

    1 vote

    We're glad you're here

    Please sign in to leave feedback
    Signed in as (Sign out)
    Close
    Close

    We’ll send you updates on this idea

    0 comments  ·  Integrations & APIs  ·  Admin →
    Already Exists  ·  AdminPaula (Group Product Manager, RingCentral) responded

    This is available using our RingCX for Service Cloud Voice BYOT today:

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

    https://appexchange.salesforce.com/appxListingDetail?listingId=9efa58b3-3370-4fe3-9f33-e20b90df2e3e

  10. Capability to Pull Agent Call Logs via the integrated EngageVoice SalesForce App

    Our version of EngageVoice is integrated with SalesForce via an App and we are unable to pull Call Logs for our Agents. I would like the functionality of pulling Agent Call Logs to be implemented into our version of EngageVoice that is integrated with SalesForce so we can troubleshoot issues that our agents are experiencing and diagnose what is happening in our implementation.

    3 votes

    We're glad you're here

    Please sign in to leave feedback
    Signed in as (Sign out)
    Close
    Close

    We’ll send you updates on this idea

    0 comments  ·  Integrations & APIs  ·  Admin →
  • Don't see your idea?