App Connect 1.4.1 is here!

For server side logging, has the ownership been adjusted so notes do not only show as the Admin user but the end users instead  (for the author)?

​@ByrneReese We’re a Bullhorn shop and are excited about this never version.  However, we flipped the switch on “Enable server side logging” to a value of “Enable for Account” with the “Activity record owner” set to “Agent/User (if possible)” and we’re still seeing the RingCentral Admin who enabled this feature (which was me) show up as the Author of all calls being logged into Bullhorn.

I also noticed that the current version of App Connect I’m using is 1.4.2  

Do you have any insight on why this is still not logging the correct person receiving or making the call, instead of the RingCentral admin?

​@chris-phillips Are all the people you are logging calls on behalf of users that have previously installed App Connect? They need to install AC and connect to their CRM (in this case Bullhorn) so our system can have access to their credentials to log the call. 

​@sburton There is still some more work we need to do to better attribute calls to the right person. Bullhorn for example let’s us explicitly define this, but we are not doing that - yet. Right now we are using people’s credentials directly to create notes. 

​@chris-phillips All the people are required to open App Connect 1.4.2 to enable SSCL with user credentials once if they had installed App Connect and authorized CRM previously. For new CRM authorization, users are required to re-open App Connect to sync to SSCL. It will be improved at 1.4.3 to sync after re-authorization automatically. 

​@ByrneReese and ​@Embbnux  We don’t have anyone using AC because we were using TenFold which is agentless and didn’t have any intensions of deploying it org wide.

Only a couple people here in IT have AC installed for testing while your team was developing the extension.  Our intension was to manage it’s settings here in IT and deploy it as needed.

Tenfold was nothing more than just a broker that would match an extension from RingCentral to a user (email address is the key), and then match the corresponding Bullhorn (CRM) user.  That was one part.

Then, it would match a outside phone number from RC to a candidate or Company Rep record.  Once all of that was matched up, it would write a note.  Nothing else. 

The theory was that your server will continue to log the calls to the CRM (Bullhorn in our case) when the extension isn’t running, and we thought, independently of AC.  We still want the missed calls logged in our CRM when their computer is offline.  If it still logs the calls after their computer is powered off, how is it handling their CRM credentials if it’s offline?  I hope RC isn’t caching our CRM credentials on your end.

Here’s another scenario.  We use SSO for our CRM and RC.  What happens when a user’s Entra ID password changes but they haven’t opened up AC?  I would think the next time they launch AC, it would prompt them to login to the CRM again.  But what about that gap between their password changing and them reconnecting the CRM in AC?  No logging happens?  We’ll probably have a hundred or so users that will definitely choose not to use AC at all.  From what you’re saying, those users’ calls won’t be logged? 

And then what happens if we enable MFA for our CRM?  How is that going to work with AC?

So this is why I’m confused.

Thanks for the feedback. I wanted to clarify a few points and help bridge the gap in understanding between what Tenfold previously offered and what App Connect now provides.

First, App Connect is now fully agentless—something we didn’t support when you last evaluated it. We developed server-side call logging specifically in response to customer requests like yours, and it's been available since last year.

From your description, it sounds like the way you used Tenfold closely matches what App Connect does today. That’s why I’m a bit confused about the gap you're seeing between the two. If there’s a specific feature or use case you feel is missing, I’d love to better understand it.

Regarding CRM credentials—a topic that’s important for all App Connect users—here’s how we handle them:

• App Connect does not store user credentials unless absolutely necessary for integration (which is not the case with Bullhorn).

• Instead, we store API credentials issued by Bullhorn using a secure, purpose-built protocol. These credentials refresh automatically every ten minutes to maintain the connection.

• User password changes do not impact call logging, as we do not rely on user credentials for this functionality.

• For server-side logging, we use admin credentials and offer flexible options for note ownership to match your workflow.

It’s worth noting that Tenfold followed the same approach—storing API credentials is standard for any integration that needs to interact with a CRM securely and without user intervention. If this is a concern, it would be wise to review all your current integrations, as this is common industry practice.

Thousands of users rely on our Bullhorn integration every day with great results. We’re committed to continuously improving the product and working closely with customers to meet their needs—which is why I made myself available to you directly and prioritized feature development based on your feedback in 2024.

I encourage you to take another look at App Connect as it stands today. If you still prefer Tenfold’s solution, I expect they’d be open to licensing it to you.

Let me know how I can help further.

​@ByrneReese I understand what you’re saying about the API, but when you said...

And when ​@Embbnux said…

...this leads me to believe the extension is required to be installed for all users, and logged into Bullhorn via App Connect.  Is that not the case?  

​@chris-phillips That is NOT true. It is only true if you require the owner of the note created to be the person who answered the phone. All calls that can be logged, will be logged using the admin’s credentials.