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This question may be a little ambiguous, but for call centers leveraging RingEx(pro) as the telephony mechanism. Where can additional metadata be pulled in from? Is this something that can be stored/entered in while a call is going on in ringcentral itself or this information is always stored in CRM and can only be leveraged using the CRM API’s.

For Example:
If a call center is using ringcentral with salesforce as the CRM. Will salesforce API be responsible for providing additional metadata associated with a call?

How can I get any additional metadata belonging to a caller in ringcentral( other than direction, phone number) something like ‘disposition code’

RingEx telephony metadata mainly contains the caller’s and callee’s phone number, name if available, location if available, the direction, the call status, Ringing - Connected - Disconnected etc. And the call session Id, the telephony session id to identify that particular call later in the call log database.

Any other metadata would be handled and provided from a CRM integration if it is implemented.

Thanks for answering. 
 

If implemented, will this be fetched through ringcentral or the CRM api’s?


Any other metadata would be handled and provided from a CRM integration if it is implemented.

 

Thanks for answering. 
 

If implemented, will this be fetched through ringcentral or the CRM api’s?


Any other metadata would be handled and provided from a CRM integration if it is implemented.

 

Basically, an integration app will implement a push notification to get incoming call events, get the caller’s phone number and do a lookup for and caller’s data, history etc. from the CRM system and present the info to the agent. When the call ends, the integration app will receive the call disconnected event and it ‘s up to the integration app to let the agent to add any note/call disposition to the CRM database.

If you really look for existing CRM integrations, you can check several CRM integrations with RingCentral from RingCentral app gallery.

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