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2 results found

  1. 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

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    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.

  2. 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

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    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

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