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Jordan Cashion avatar image
Jordan Cashion asked ·

Salesforce: Incoming Call Within Salesforce

I have a brand new salesforce.com org and decided to integrate with my ring central account. I followed the admin guide to a T. The first problem was chrome. It identifies the xml I import as unsafe, so you have to go up next to the favorite section where there is a shield and specifically tell it to accept it, so you guys might want to put that in your documentation.
The second and most frustrating piece is when i do a test incoming call on my own contact, the name and title doesn't appear just the number. I haven't customized the settings and even went into the call center setup under inbound call to make sure the appropriate fields are set. Why would it not retrieve the name and title of a contact when I make an inbound call?
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Mike McGibbony avatar image
Mike McGibbony answered ·
Jordan, I'm considering an integration of Salesforce to my Ring Central system?  did you get your integration to perform the way that you wanted it to do?
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Jordan Cashion answered ·
Still not sure what is going on with the incoming call configuration not recognizing contact information, but the outgoing piece is working correctly.
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Mike McGibbony avatar image
Mike McGibbony answered ·
Thanks, Jordan.  Is this something that Ring Central has attempted to resolve or is it been diagnosed as a bug and not solvable?  If I can seek a solution from Ring Central then I'd share it with you too!  
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bruce-bille answered ·

Jordan, what phone do you use for the Salesforce integration with RingCentral?  I use another app for sales/contact management which has dial capabilities and I want to click on a contact, hit 'dial' and let RingCentral's softphone do the work.  Is that how you've implemented this?

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mac-mike416 answered ·
Marco, I am pretty sure that most all of us have downloaded that version. The question was how do we get our SalesForce to do a screen pop of the client that is calling us. When one of my clients call, I would like to see his contact page pop up as I was told that RC had this capability. Please advise. 
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marco-s-casalaina answered ·
Mr. Samos,

You can indeed turn on a screen pop when a client calls you. The key to setting it up is ensuring that your Softphone Layout in Salesforce is set up correctly. For directions on how to get it to pop, have a look at the Admin Guide here:

https://netstorage.ringcentral.com/guides/sfdc_admin_guide.pdf

You'll find the setup steps for the Softphone Layout starting on page 5 of that guide.
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.... and what about for Lightning users?
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Hey Michael, does this KB article help you?
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josh-melick1 answered ·
I have done the Softphone setup, but I believe the original issue is still a bug / not solved - matching incoming call to existing records. Salesforce defaults for US phone numbers to dropping the 1 in front, which causes the RingCentral system to not match. This is contrary to what it says in the Admin setup guide.

Please fix!!!
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Hi Josh,  Sorry for the delay. Just wanted to let you know that I'm looking into this.  
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Hi Josh, I received an update there there was recently a new version of the app released last week.  Can you make sure you are using the latest version. He did some testing with/without the "1" and it was working correctly on this end. 

Mike 
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Thanks Mike. Yes, I just got off the phone with my implementation consultant, he applied the new version and now it works as advertised. Thanks for checking!
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Happy to help!  Thank you for the follow up!  

Mike 
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alex-hower answered ·
This reply was created from a merged topic originally titled Matching Incoming Calls with a 1 to Salesforce Records. We just integrated with Salesforce, and to test it I called myself. The visualforce page (from the old setup where it lets you pick which new object you'd like to create) popped up perfectly. I created a lead with my name, I had to manually type in the phone number (as opposed to it getting autofilled from the call which would be nice) but regardless I saved it. Then I called back again, expecting the lead I created to pop up. But it didn't, it thought I was a new lead. I realized it was because my caller id showed a 1 in front of my cell number and in Salesforce it auto corrects the phone number field on the records to not show 1s. You guys need to adjust the search parameters to include all phone numbers and all numbers with a 1 in front of it. Please and Thank You --Alex
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HI Alex, see my post above. There were other users with this issue and they just needed to update the app. 
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Mike,

I just installed the app a few days ago (so I have the updated version) and am still having the same issue.  Is this an easy fix I can do myself or do I need to get salesforce tech support to do it?
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Hi Jeffrey,  This topic has strayed a bit from the original post. Can you clarify exactly what issue you are having and we'll get the right person to assist? 

Mike
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I installed the ring central app into my salesforce, created a test lead using my mobile phone number as the leads phone number. I am able to click to dial out to the lead just fine. When I call from my mobile into my ring central, salesforce shows I have an incoming call but doesn't pop the lead detail page (as I set it to do in the soft phone layout) because the caller ID in the ring central soft phone shows a +1 before the phone number but the salesforce phone lead field doesn't contain the +1 so the system can't make the match between the caller ID and the existing lead.
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Hello Jeffrey, 
Once again sorry for the trouble you are having. The scenario you are describing appears to be working for me. Could you check if the Softphone layout is assigned to you profile?  I can do a screen share to troubleshoot.  

Was there a case# provided to you, I can dig deeper to see what happened and why did someone not called you back when promised.


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mike answered ·
Jitender, thanks for your assistance, and Jeffrey thanks for posting the solution!

when you create your softphone layout, you need to then "setup", "call center", "soft phone layouts", then click the "soft phone layout assignment" tab, and be sure to assign your profile to the softphone.  Then click the "edit" tab, and click the "default" check box just to be sure it stays assigned.  Once this was done my lead detail page popped when I sent my test call through.
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mike answered ·
RingCentral is looking for a few Beta Testers to participate in the RingCentral Salesforce Lightning BETA.   For more details and to sign up, please click the link below. 

RingCentral for Salesforce Lightning BETA
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