Product Manager

Now available: App Connect 1.5.7

Forum|Forum|1 year ago
July 14, 2025
26 replies
670 views

Fantastic news! App Connect version 1.5.7 is now officially available, bringing significant advancements to our server-side call logging capabilities and delivering several other key improvements. This release is particularly impactful for organizations seeking greater control and reliability in logging calls across their teams, especially those utilizing Bullhorn, and introduces valuable enhancements across the board.

A More Reliable & Admin-Friendly Server-Side Call Logging System

We've been hard at work, learning from the valuable insights shared during our server-side call logging beta program. The overwhelming feedback highlighted one key benefit: the ability to log phone calls without requiring every individual user to download and install App Connect. This is a game-changer for large, distributed organizations aiming for enhanced compliance without the burden of extensive IT overhead for managing individual software deployments.

Our initial approach, which involved using individual user credentials for logging calls on behalf of others, proved to be a bottleneck. Not only did it inadvertently reintroduce the very installation overhead we sought to eliminate, but it also demonstrated reliability limitations. We heard you, and we've re-engineered our approach to deliver a far more robust and administrator-friendly solution.

Major Improvements for Admins and Bullhorn Users:

This 1.5.7 release focuses on delivering a more reliable and centralized server-side call logging experience, with significant enhancements for Bullhorn users:

Admin-Centric Call Logging for Superior Control: Server-side call logging will now primarily use the admin's credentials to log calls. This means you, as an administrator, have direct control over the logging process. Crucially, ownership of the created records is assigned directly within your CRM using its API, ensuring accurate attribution without individual user intervention. This simplifies management and boosts compliance.
Significantly Enhanced Bullhorn Reliability: For our Bullhorn users, this update is a game-changer. Server-side call logging for Bullhorn now migrates to username/password authentication for the admin. This change directly addresses reliability concerns, promising significantly greater consistency and success in your call logging efforts.
Streamlined Agent ID Discovery for Easier Management: We're introducing a new mechanism that enables App Connect to intelligently search your CRMs for an agent's user ID. This foundational feature will evolve into a powerful tool, allowing administrators to more easily manage mappings between agents and their CRM user IDs, further simplifying your setup and ongoing administration.

This release truly marks a significant leap forward for App Connect's server-side call logging product. The improved reliability, particularly for Bullhorn users, coupled with the reduced IT overhead for managing installs, means we're closer than ever to recommending server-side call logging to all App Connect users.

Additional Enhancements in App Connect 1.5.7:

Beyond the significant server-side call logging updates, App Connect 1.5.7 also brings other valuable improvements:

Improved SMS Message Logging: We have enhanced the logging of SMS messages. They are now consistently displayed in chronological order (oldest on top, most recent at the bottom) for much easier reading and comprehension of conversations.
NetSuite Sales Order & Opportunity Logging: For our NetSuite users, we've added new functionality to log Sales Orders and Opportunities with individual contacts as well as with existing customers. This provides greater flexibility and precision in your record-keeping.
User Experience Fixes:
- We fixed an issue in which the wrong alert message was displayed when a user clicked the enter button in the contact search page.
- We resolved an issue in which the PipeDrive server-side auto call logging had a 2-minute delay, ensuring more immediate and accurate logging.

What's Next for Server-Side Call Logging

Server-side call logging will remain in beta for a short period as we continue to refine it and prepare for the introduction of premium features within App Connect. This will include server-side call logging itself, along with other powerful functionalities like voicemail drop and the logging of AI artifacts. This transition to a premium model will be vital in funding continued investment in this product, ensuring we can deliver even more innovative and impactful features to meet your evolving business needs.

We're incredibly excited for you to experience the enhanced control, reliability, and new functionalities that App Connect 1.5.7 brings to your communication and call logging processes!

For more details on the planned features and our journey to this release, you can refer to our original announcement.

Show previous replies

chris-phillips

The First Step

@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?

Chris

chris-phillips

The First Step

@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.

Chris

Embbnux

Employee

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.

chris-phillips

The First Step

@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:

Chris

Embbnux

Employee

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.

chris-phillips

The First Step

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.

Chris

Embbnux

Employee

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.

chris-phillips

The First Step

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?

Chris

chris-phillips

The First Step

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.