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fredrik avatar image
fredrik asked ·

Zendesk integration

I'm trying to fwd our company's RingCentral number to an outsourced call center in a way so customer's info is pulled up in the individual agent's ZenDesk panel. The problem is, that call center distributes incoming calls through their own phone system i.e. we only forward our customer service number to the call center who in turn routes the calls to their agents.
Is there  a work-around, or would the individual agents need their own RingCentral number/extension in order for the Zendesk plugin to work?

Any ideas?

Thanks a bunch!!!
zendesk
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marco-s.-casalaina avatar image
marco-s.-casalaina answered ·
I'm a little unclear on your question, but I think you're saying that you're forwarding calls from RingCentral to the outsourced call center's telephone system, and that you'd like them to use RingCentral's Zendesk integration. Is that correct?

Once you forward the call out of the RingCentral system, RingCentral's Zendesk plugin will no longer work with it - you would have to use a Zendesk plugin that's attached to whatever phone system your outsourced call center provider is using.
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https://appexchange.salesforce.com/listingDetail?listingId=a0N3000000B5WKqEAN

it's a dead entry on the Salesforce AppExchange. :-( 
This version is much easier to set up, requires no software on the desktop at all and supports Macs too.
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Hi Michael,

This is an older post which may be why the link isn't working. If you're looking to learn more about the Salesforce App Exchange check out this link
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