Now available: App Connect 1.5.7

Thank you for this update. I did some further testing this morning with App Connect. I enabled server side logging, connected the BH API user, and did some test calling. The author of the call log is still showing only as the admin account and not the end user making the call. Is there another setting somewhere I should be changing?

​@sburton There shouldn’t be. Finding the right agent to associate a call with depends upon being able to find the user in Bullhorn via their email address. 

The other thing to check (just in case) is this:

To confirm, do we still need end users to log into the extension for server side logging to identify them as the author? Or does this update negate that?

Hi ​@ByrneReese ,

​@sburton and I are co-workers.  

I can confirm that the Admin (Me) is being logged as the "Author" in the note in Bullhorn.

I had ​@sburton log out of the extension and uninstall it to ensure I'm now controlling the server side logging for testing with the extension installed on my PC. I've signed into RC and applied the settings below which includes our BH API info (the same one we were previously using for Tenfold.) I then placed a call from one of my other team member's desk phone to a test user in BH. This team member's email address is correct in RC and because we use SSO using everyone's email address, I can assure you it's also correct in BH (matching what's in RC.) The author for our last call should have been this team member's name, but instead it was mine.

The call is being logged fine into BH, except for the "Author" being me instead of the actual caller. So the API connection should be fine in terms of the note getting to BH and writing to the record.

What mapping field is RC sending BH for the agent that's placing the call? Bullhorn is looking for the "corporateUsers" field, which translates internally as the ID of the user. So I'm wondering if the email address coming from RC is just not getting mapped correctly, so BH just uses the Admin as the Author?

This new feature should negate this most of the time. In subsequent releases we will expose tools for admins to map CRM users to RingCentral users to ensure a more reliable match. 

​@chris-phillips Let me first thank you for banging on this feature for us. I am going to share this report with the engineering team so that they can investigate properly. I will then get back to you.

Hi ​@chris-phillips 
> What mapping field is RC sending BH for the agent that's placing the call? 
We use email for the agent (a RC extension user) who is placing the call to match Bullhorn corporateUsers. 
We have a know issue that:
After this new version when the server side logging receive the agent’s call at first time, it will not update the note’s owner to corporate user. It will start syncing the agent’s email, then it will match and update the note owner after about 2 mins.  From second calls, it will work well without the delay.
 

Hi ​@chris-phillips Can you help to check if your auto call notes is assigned to agent successfully?
We found a setting cache issue for old users that will cause the email matching disabled. I have reset the setting cache.

​@ByrneReese and ​@Embbnux 

I used the same testing process this morning and I initially got the same result as yesterday, seeing myself as the Author/Agent instead of the actual person that placed the call.

However, seeing the caching issue that ​@Embbnux stumbled upon last night, I decided to try it again (after the suggested ~2mins) and it worked as expected!  So we’re good with that test.

However, we did find another protentional problem.  Using the same candidate record as above (lets call him Jimmy Test), we changed his cell phone number (xxx-xxx-1234) to a different number (xxx-xxx-7890).  We then took another candidate record (Steve Test) and changed his phone number to Jimmy Test’s original number of xxx-xxx-1234.  We placed another test call following the exact same successful procedure above, calling the same phone number xxx-xxx-1234, which should have created a note on Steve Test’s record since he now has that number.  It did not.  It made the note on Jimmy Test’s record.

Now, I can’t say that this situation where someone changes cell phone numbers and someone else in our system gets the exact same number that someone else had previously is going to be pretty rare, but this scenario could happen.

We did make a third test, again using the same successful setup as above, but this time calling Jimmy Test’s new number of xxx-xxx-7890.  This test did work as expected wtih the note being created on Jimmy’s record.  

​@chris-phillips Thank you for this report. This is not surprising on some level, but definitely not the desired behavior. We may want to issue guidance to developers that their adapters should do a findContact call as a sanity check prior to logging a call. 

FWIW - when a phone number changes knowingly, you can always go to “Refresh contact” in the phone list to force a re-lookup and mapping of that phone number to a contact record. 

​@ByrneReese 

I’m not sure I follow.  Where is this “Refresh Contact” located?  You mentioned the “Phone list”, so are you referring to the list in the RC App?

​@ByrneReese I found the Refresh Contact button you were referring to.  When you referred to it as the “Phone List”, it threw me off.  You’re referring to the “Call” tab of your recent calls and hovering over a previously call.  Got it. 

Hi ​@chris-phillips New issue is caused by contact phone matching cache. To avoid rate limit from CRM, we cache the contact phone matching result in server side logging with 1 day expires. Yeah, we need to think more about the cache clear and expires time. 

​@ByrneReese 

I’m trying to do some testing with the BH agent adding a note to a call, trying to get the correct settings enabled so that it works consistently.  I have yet to get it to log any note, but one thing I noticed is if as an admin, I enabled a setting within App Connect, lets say “Log phone calls automatically”, it does not show as enabled for my agent that’s testing these settings.  So I’m questioning if my testing is even valid if the setting is not being shown as enabled.

I’m testing this using my computer (and app connect) making the admin changes and using another computer (and RC/BH user account) to do the testing.  Server Side logging is on for the Admin.

Here are some images of what I’m referring to:

Hi ​@chris-phillips I think it is caused by your account has enabled server side logging.  You can hover on the lock icon to see warning message.
The setting in your screenshots is client side auto logging. Only one can be enabled at the same time for server side and client side auto logging.
You can get more details about client side and server side logging here https://ringcentral.github.io/rc-unified-crm-extension/users/automatic-logging/
Actually you don’t need to enable client side auto logging. Agent can still add note in call history by click logging button. But currently we need to make sure agent not to update logging that is pending from server side logging (it will be pending about 2 mins after call ended). I will add the improvement (allow agent to edit note during logging pending) to our backlog.
FYI, if your account supports AI assistant, you can enable it in App settings → advanced → AI Assistant. So AI can generate call notes automatically. And server side logging will also save the AI notes automatically.

Got it regarding the “Log phone calls automatically”.  I assumed the same message appeared for all lock icons (This setting is managed by admin), so I didn’t even think to hover over the lock icon for that setting.  Thank you.

I still can’t get notes to write back to BH.  Call logging is working as expected, but I've tried making notes while on a call as well as making a note via the pop-up screen after the call and neither are writing back to BH.  Does the API account we’re using for BH need to have special permissions in BH?  We’ve recycled the same API account we were using for Tenfold, so I would assume this would be sufficient to use for the App Connect connection as well.

Thanks ​@chris-phillips  for details message. If your agents always make/receive calls from App Connect chrome extension, You can disable server side logging, and enable client side auto logging. Then the notes that agents add manually during the calls will also be synced to Bullhorn with other call info. But the client side auto logging will only be enabled for users who use the chrome extension. 

​@ByrneReese here can be our improvement. We should support to merge agent user’s note when admin enable server side logging and agent user’s note exists.

Client side logging is not an option for our organization.  We only just started testing because RC and your team was able to fine tune the server side logging.  

​@Embbnux so are you saying that agent notes are not an option (at this time) when admin enabled server side logging is enabled?

Today I noticed that Inbound calls weren’t logging to Bullhorn correctly.  The “Author” was being logged as “RingCentral API” (which is the name of our BH Admin that’s logging into RC App Connect and enabling Server Side Logging.)  The call was also stuck at a “Pending” status for the Duration and wouldn’t ever update, no matter how long we waited.  This was happening to everyone, regardless if they had the RC extension installed or not.  (Outbound calls were logging correctly.)

Once I disabled “Agent-entered notes” from RC App Connect, calls log correctly with the correct Author (Recruiter answering the call) and the duration appears correct.

Hi ​@chris-phillips It seems a issue from 1.5.8 release. Let me check.

Hi ​@chris-phillips 

> so are you saying that agent notes are not an option (at this time) when admin enabled server side logging is enabled?
Yes, agent notes added during call will not syncing to CRM notes from server side logging in current version. I am checking with our PM to improve the logging flow. Current server side logging’s data is all from RingCentral cloud side. Agent still can edit/save the agent note into CRM after server side logging service sync data (it will take about < 2 mins after call ended).

For duration pending issue, we have found it is caused by zero duration calls. It will be fixed in next release.

For author is not assigned, can you help to submit a feedback here: https://docs.google.com/forms/d/e/1FAIpQLSd3vF5MVJ5RAo1Uldy0EwsibGR8ZVucPW4E3JUnyAkHz2_Zpw/viewform
So we can get your email, and collect more details via email to avoid your data leaked in public.
we would like to get the agent user’s details information(if the agent has same email in bullhorn and RingCentral, and if the agent uses App Connect?) and more details for the call.

Hi ​@Embbnux, I certainly can submit feedback to that page.

Regarding agent notes being written back to the CRM.  Our issue is that notes are not being written back to the CRM ever, not even if we wait 15mins or if we wait until the next day.  Notes never show up in the CRM.  Only the incoming/outgoing call record gets logged into the CRM.

Hi ​@chris-phillips Thanks for submitting the feedback.
You are right. For agent notes with server side logging, currently agents need to add notes and submit it by edit call log after call ended 2 mins. Agent notes during call is not saved with server side logging. 

For our use case, editing a note is not allowed by our end users.  They can create a note, but editing a note that is made in Bullhorn by other 3rd party integrations or other users would make the notes invalid as they are records of truth or action.  

Thanks so much ​@chris-phillips for those information. It is a great point to keep agent note when server side logging enabled. I will share those message to team, and keep you updated.