crm integration

Question

I have integrated my CRM eAgent with Ring Central for my call group. Unfortunately, when a client calls, the CRM launches for everyone, not just the rep who answers. I am told by the CRM vendor that Ring Central needs to have a "Launch only on answer" feature. The RC tech support people have not heard of this so I am hoping this function exists somewhere. It was present in two other VOIP providers so RC must have the capability to enable it. Anyone know where it is or how to activate it?

Anonymous · Answer

How is the CRM integrated with RingCentral?

Also, are you using:

* Softphone - https://www.ringcentral.com/apps/rc-phone
* Embeddable widget - https://developer.ringcentral.com/embeddable-voice.html
* WebRTC SDK - https://github.com/ringcentral/ringcentral-web-phone

If you are using an API approach (embeddable widget or WebRTC SDK) then you can listen to presence events and only launch the CRM for the user who receives the callConnected event.

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