10 results found

1. RCX | API for Workflow Custom Fields Retrieval

   Problem Statement:
   Currently, custom data collected during call workflows—such as DTMF survey responses configured with "Save Input for Reporting" or custom key-value pairs written via ivr.putReportField()—are only visible inside RingCX Historical Analytics (e.g., Workflow Detail with Custom Fields) and manual/scheduled CSV exports.

   There is no supported public REST API endpoint (including interaction-metadata or recording/WFM APIs) that exposes these custom workflow report fields programmatically after an interaction completes.

   For customers who need to feed IVR survey results or custom workflow variables (e.g., note_reco, AgentName, customer ratings) into external CRMs, BI tools, or internal databases via API, the current manual export processes create operational friction.

   Proposed Solution / Feature Request:
   Provide a public REST API capability to query and extract custom workflow reporting fields. Specifically:

   API Endpoint Expansion: Add an endpoint (or expand the existing Integration/Interaction Metadata API) that accepts a UII (Unique Interaction Identifier) or date range and returns all captured Custom Field Name / Custom Field Value pairs associated with that call.

   Standard Response Payload: Ensure the response JSON schema includes standard call metadata along with all values saved via "Save Input for Reporting" and ivr.putReportField().

   Use Case & Business Value:
   Automated Survey Data Sync: Allows businesses running CSAT/NPS surveys in RingCX Workflow Studio to automatically ingest customer scores into CRMs (like Salesforce or Zendesk) or data warehouses without requiring manual CSV exports or inline HTTP nodes during the call.

   Streamlined Reporting: Enables developers to build custom reporting dashboards outside of RingCX using official, supported public APIs.

   Problem Statement:
   Currently, custom data collected during call workflows—such as DTMF survey responses configured with "Save Input for Reporting" or custom key-value pairs written via ivr.putReportField()—are only visible inside RingCX Historical Analytics (e.g., Workflow Detail with Custom Fields) and manual/scheduled CSV exports.

   There is no supported public REST API endpoint (including interaction-metadata or recording/WFM APIs) that exposes these custom workflow report fields programmatically after an interaction completes.

   For customers who need to feed IVR survey results or custom workflow variables (e.g., note_reco, AgentName, customer ratings) into external CRMs, BI tools, or internal databases via API, the current manual export processes… more

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2. Log all calls even if Agent is offline in RingCentral Voice for Salesforce

   Log all calls even if the agent is offline in RingCentral Voice for Salesforce.

   2 votes

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3. Support Salesforce Record Lookup by ExternalID for RingCX Campaigns

   Feature Summary:
   Add the ability to configure the Salesforce record lookup method used by the RingCX integration. In addition to the current phone number-based matching, provide an option to use a Salesforce ExternalID field as the primary lookup key.

   Business Need:
   Some organizations maintain multiple Salesforce Leads or Contacts with the same phone number due to their business processes. With the current phone number-based lookup, RingCX prompts agents to select the correct record whenever duplicate phone numbers are found, which slows down the dialing process and increases the risk of selecting the wrong record.

   Many customers already use a unique ExternalID field to identify records within their campaigns. Allowing RingCX to use this field for record matching would eliminate ambiguity and improve the agent experience.

   Current Behavior:

   RingCX searches Salesforce records using the phone number.
   When multiple records share the same phone number, agents are prompted to choose the correct Salesforce record.
   The lookup field cannot be changed.

   Requested Enhancement:

   Allow administrators to configure the Salesforce lookup field for RingCX campaigns.
   Support Salesforce ExternalID (or another administrator-selected unique field) as the primary lookup key.
   Maintain phone number lookup as the default behavior for backward compatibility.
   If the configured lookup field does not return a match, optionally allow a fallback to phone number matching.

   Expected Benefits:

   Eliminates unnecessary record selection prompts for agents.
   Improves agent productivity and call efficiency.
   Reduces the risk of associating interactions with the wrong Salesforce record.
   Supports organizations with duplicate phone numbers while leveraging unique identifiers already present in Salesforce.
   Provides greater flexibility for customers with custom Salesforce data models.

   Customer Impact:
   The customer relies on Salesforce ExternalID values to uniquely identify records within RingCX campaigns. Because multiple records can legitimately share the same phone number, the current lookup behavior interrupts the agent workflow and requires manual record selection. Supporting ExternalID-based lookups would streamline their process and improve overall efficiency.

   Feature Summary:
   Add the ability to configure the Salesforce record lookup method used by the RingCX integration. In addition to the current phone number-based matching, provide an option to use a Salesforce ExternalID field as the primary lookup key.

   Business Need:
   Some organizations maintain multiple Salesforce Leads or Contacts with the same phone number due to their business processes. With the current phone number-based lookup, RingCX prompts agents to select the correct record whenever duplicate phone numbers are found, which slows down the dialing process and increases the risk of selecting the wrong record.

   Many customers already use a unique… more

   2 votes

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4. Add a column of Call_Results__c in Ring Central for Salesforce

   I would like to add a column of CallResults_c in Ring Central for Salesforce, I need add that field in that box up to the notes or the best place available.

   2 votes

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5. Improve RingCX Salesforce OpenCTI session handling to prevent call disruption due to stale browser cache/session data

   Description:
   When browser cache/session data becomes stale or corrupted, RingCX Salesforce OpenCTI sessions may fail to load properly, resulting in:

   Calls not ringing
   Agent unable to accept calls
   Silent failure until cache is manually cleared

   Request:
   Implement improved session validation and auto-recovery mechanisms so that:

   The CTI session can detect corrupted/stale state
   Automatically refresh/reinitialize the session without requiring full browser cache clear
   Provide soft recovery (reload CTI session, re-authenticate silently, or reset state)

   Business impact:
   Reduces agent downtime and eliminates dependency on manual cache clearing, improving reliability in production environments.

   2 votes

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6. BeeTexting and Salesforce

   Request enhancement for coexistence support between RingEX for Salesforce and BeeTexting Shared Inbox, specifically to improve or preserve accurate contact ownership attribution when both solutions are used simultaneously within Salesforce.

   1 vote

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7. Add ANI and Call Direction to “Engaged / Call Connected” Webhook Payloads

   Short description of the issue:

   Balto requires ANI (caller phone number) and call direction (inbound/outbound) to be included in the Engaged / Call Connected webhook payloads from RingCX. This data is essential for triggering Balto’s real‑time guidance, enabling customer identification, and unlocking downstream customer history and analytics workflows for shared customers.

   Background / Context :
   Balto integrates with RingCX today using call event webhooks, not gRPC streaming. The webhook events are used to:

   • Turn the Balto application on when a call is engaged
   • Begin recording and analyzing audio locally within Balto
   • Turn Balto off when the call ends
   • Capture call metadata such as RingCentral Call ID, Queue/Campaign, and Disposition
   • Currently, the Engaged / Call Connected webhook payload does not include ANI, and call direction is not explicitly included. DNIS is available in some cases but is insufficient on its own.

   Balto explored a gRPC-based alternative, but it is not viable for their use case because:

   • They do not need audio streaming from RingCentral
   • They require event reliability (webhooks are preferred)
   • gRPC streams cannot be reliably recovered if the connection drops, introducing risk of lost events
   As a result, enhancing the webhook payload remains the preferred and required solution.

   Requested Enhancement :
   Add the following fields to the Engaged / Call Connected webhook payload:

   • ANI (Caller Phone Number)
   • Call Direction (Inbound / Outbound)
   These fields should be consistently included for all relevant call flows.

   Priority Recommendation
   High – Partner‑requested, customer‑blocking, and tied to revenue‑impacting integrations across a large shared customer base.

   Short description of the issue:

   Balto requires ANI (caller phone number) and call direction (inbound/outbound) to be included in the Engaged / Call Connected webhook payloads from RingCX. This data is essential for triggering Balto’s real‑time guidance, enabling customer identification, and unlocking downstream customer history and analytics workflows for shared customers.

   Background / Context :
   Balto integrates with RingCX today using call event webhooks, not gRPC streaming. The webhook events are used to:

   • Turn the Balto application on when a call is engaged
   • Begin recording and analyzing audio locally within Balto
   • Turn Balto off when the call… more

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8. Mandatory Name and Related To fields on the RCCX for Salesforce

   Make the Name and Related To fields on the RC widget on Salesforce mandatory

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9. API

   Proposed Enhancement: Smarter Call Availability Signaling for Lead Vendor API
   We would like to propose an enhancement to RingCentral’s lead‑vendor call routing API to better support high‑volume call centers with large agent teams.
   Currently, when a lead vendor attempts to deliver a call, the API only performs a fixed number of availability checks (approximately 10 pings). In environments where a call center may have dozens or even hundreds of agents, this limitation creates a bottleneck and increases the likelihood of failed or prematurely rejected calls — even when agents are actively becoming available moments later.
   For larger call centers, this approach does not scale effectively.
   Problem

   Call centers with fluctuating agent availability need a real‑time, state‑aware mechanism to manage inbound vendor calls.
   A fixed number of pings does not account for:

   Large agent pools
   Rapid availability changes
   Call centers operating at near‑capacity throughout the day

   As a result, vendors may attempt to send calls when agents are unavailable, or abandon routing attempts too early when agents are about to become available.

   Proposed Solution
   We recommend enhancing the API to support agent availability awareness and dynamic call acceptance logic, including:

   Real‑Time Availability Signaling

   The API should be able to signal to lead vendors whether:

   At least one agent is currently Available and Ready, or
   No agents are available at that moment

   This allows vendors to intelligently decide whether to initiate or delay a call attempt.

   Call Gating / Intelligent Blocking

   When no agents are available, the API should indicate that calls should be temporarily blocked or queued, rather than repeatedly pinging or failing.
   Once an agent becomes available, the API should transition back to an “accepting calls” state.

   Scalable, Event‑Driven Model (Preferred)

   Instead of a limited ping‑based approach, an event‑driven or subscription‑based availability model would allow vendors to poll or receive status updates efficiently.
   This reduces unnecessary retries while improving call delivery success rates.

   Benefits

   Higher call connection rates
   Reduced dropped or rejected vendor calls
   Improved vendor trust and performance transparency
   Better support for enterprise‑level call centers
   More efficient API usage with less unnecessary traffic

   This type of intelligent availability handling would significantly improve RingCentral’s ability to serve large, high‑volume operations and strengthen integrations with lead vendors that rely on precise agent readiness signals.

   Proposed Enhancement: Smarter Call Availability Signaling for Lead Vendor API
   We would like to propose an enhancement to RingCentral’s lead‑vendor call routing API to better support high‑volume call centers with large agent teams.
   Currently, when a lead vendor attempts to deliver a call, the API only performs a fixed number of availability checks (approximately 10 pings). In environments where a call center may have dozens or even hundreds of agents, this limitation creates a bottleneck and increases the likelihood of failed or prematurely rejected calls — even when agents are actively becoming available moments later.
   For larger call centers, this… more

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10. RingCX API should expose agent statuses (availability and offhook state)

    The RingCX API should expose agent statuses (such as availability and offhook state) in addition to supporting event subscriptions.

    3 votes

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