Salesforce DNIS

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  • Updated 3 years ago
We provide and outsourced inbound and outbound call centers services for multiple client companies. 
We not only care who called - but the caller thinks they are calling so greetings and call routing can be supported properly. 

To do this it already required that we setups many accounts on RC since the CNAM is set at the account level. 

For inbound --- The salesforce connector only provides ANI as an available parameter. 
The gives us "who called" but not "who they called". 

The only way around this that we have found is to POP from the soft phone which doesn't respect whether the user is in edit mode or view mode within salesforce. 

Seems simple enough. Give the SFDC connector the same parameters as the soft phone. At least give us DNIS. 

(If you can - also maintain the DNIS to always respect the original DNIS.Seems that RC will override in the call handling. when it doe this it is no longer the calls DNIS but just the Caller ID of the extension last used. )
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David Tomczak

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Posted 3 years ago

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Benjamin Dean, Alum

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Hey David,

After reading your question I see the following issues and feature requests:

Issue(s):
- The RingCentral Salesforce screen pop is disrupting operator workflow while they are viewing/editing a page in Salesforce (for what I'm guessing is another account).

-- Resolution/Workaround: Configure your RingCentral Salesforce app to open in a new window on screen pops instead of the current window. This will allow the operator to maintain the state of their previous history I believe.

Feature Request(s):
- RingCentral Salesforce app to offer DNIS as an available parameter for configuration
- RingCentral Salesforce app should provide the DNIS chain (Inbound Call Routing Data) instead of RingCentral overriding original DNIS during call handling.

Is this an accurate interpretation of your request David?