Hi Team,
I believe I may have identified a bug affecting the RingCentral RingCX Salesforce integration when calls are handled through the RingCentral Phone via the RingCentral for Google Chrome add-on.
Issues observed:
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When accepting a call through the Chrome add-on pathway, the Mute button within the RingCX Salesforce Widget becomes greyed out and cannot be selected.
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If I select any option within the Chrome add-on (e.g., Messages, Dialpad, etc.), the active call exits and can no longer be accessed from within the add-on.
Business context:
We are encouraging agents to remain within the Salesforce environment so they can:
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Add the Client ID and Case ID to the call
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Complete the dispositions accurately
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Fully leverage RingSense AI features, including call transcriptions
At present, the RingCX Salesforce integration does not allow users to manage audio settings or ringtones, which is why the Chrome add-on is necessary as a workaround as we need the laptop speaker to ring for the agents.
Could someone advise whether this is a known issue or if there are any recommended next steps?
Thanks in advance.
