question

paresh-varde avatar image
paresh-varde asked ·

Salesforce: How do I get ringcentral extension number of receiver

I've installed ringcentral app and want to create cases based on conditions on extension number of receiver.

A new task automatically gets created once u receive any call, I am going to write trigger to generate cases if receiver's extension matches my criteria.

Please let me know any workaround to get receiver extension number.

Thanks,
topic-default
1 |1000 characters needed characters left characters exceeded

Up to 8 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

jitender-kumar avatar image
jitender-kumar answered ·
Hi Paresh, 
When a Task is created  by App, the task is assigned to user who is logged in to Salesforce to accept the call. Could you use this field to create case ? 
Share
1 |1000 characters needed characters left characters exceeded

Up to 8 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

paresh-varde avatar image
paresh-varde answered ·
Sorry Jitender, I am quite confused here. Third party calls on a specific number and extension so I don't think a task will be created for the person logged in to the Salesforce to accept the call. I believe the person who has particular number and extension configured needs to be logged in and against only him a task will be created. Please advise I am not missing something

Also how do I get the extension of a person against whom the task was created? Thank you for your support so far.
Share
1 |1000 characters needed characters left characters exceeded

Up to 8 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

jitender-kumar avatar image
jitender-kumar answered ·
Hello Paresh, 
You may think the RingCentral login to App inside Salesforce has anything to do with Task but it is not. The Call Log (or Salesforce Task) will be created for the person logged in to Salesforce.  RingCentral App is  agnostic to Salesforce user,  Let me try to explain with an example, Let say Salesforce user A login using RC account X and accepts the calls, The task creator will be user A, lets say Salesforce user B login using RC account X, in this case the Task will be created for user B.   


Also how do I get the extension of a person against whom the task was created? 

if you are asking me how to get RC extension of the person who the task was created for by App, then unfortunately there is no way to find out from the task itself. However you can pull from Salesforce's user profile you can their phone#.  As I mentioned above, it is assumed whoever accepts the calls and logged in with the same RC account in RC App in Salesforce is the task creator. 

1 comment Share
1 |1000 characters needed characters left characters exceeded

Up to 8 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

Thanks Jitender,

So the task will be assigned to person logged in to the salesforce at the time of receiving the call.

The reason I need to know the EXT number caller has dialed into is based upon the EXT I need to set specific property on the case which I am creating out of the generated task.

I have group of people configured for the call center and won't be possible for me to get the extension from  salesforce user object. I have ring central configuration so that multiple users are configured under the group and the first one available receives the call. With this approach I will have multiple users responding to same EXT number however they actually have different EXT configured in their salesforce profile.
0 Likes 0 · ·

Write an Answer

Hint: Notify or tag a user in this post by typing @username.

Up to 10 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

Customer Spaces