Based on my experience you can do click to dials etc with the web-based version of the PSA and the soft phone on.  But there is not a good way to automate the call logging as there is with some other platforms. This has been on my wish list as a RC partner for a while, I’m looking at the possibility of developing something internal, but RC also has tight controls on how many API calls can be made at any give time.  I was trying to do a dashboard integration with Real Time Presence information from RC into a Dashboarding tool. I’m not going to say which one, but I’ve used a couple external to RC and you can’t poll the API’s frequently enough for real time activity to be worth it.  Just my nickles worth.

​@ellie-mansour You might also consider using the RingCentral App Connect framework. This integration framework is designed around this type of integration design pattern. The framework is described in detail here:

• https://ringcentral.github.io/rc-unified-crm-extension/
• https://ringcentral.github.io/rc-unified-crm-extension/developers/

And you can ask questions of the community here:

• https://community.ringcentral.com/groups/app-connect-22

In summary though:

• Customers install a Chrome extension created and maintained by RingCentral
• Developers provide an adapter that can be insalled by customers into the Chrome extension
• The adapter’s job is to perform customer/contact look ups, log calls and SMS, and a few other functions

Developers like it because:

• Developers do not need to build a UI - just focus on a server bridge to the connected system
• Adapters take about 1-2 weeks to build
• The framework is constantly being enhanced independently by RingCentral adding more and more capabilities to make customers happy