News & Announcements User Community Developer Community

Welcome to the RingCentral Community

Please note the community is currently under maintenance and is read-only.

Make sure to review our Terms of Use and Community Guidelines.
  Please note the community is currently under maintenance and is read-only.
Home » Users
Configure CTI for HVS cadence branching
Tags: integrations
Feb 25, 2020 at 9:20am   •   4 replies  •  0 likes

Specifically, I want the call result field associated with a Task to show a custom call disposition value (ie - No Answer, Left Voicemail, Set a meeting, Not Interested, etc).

I've created a flow that passes the call disposition value to the call result field, but it seems to get overwritten by some line of code. It will also show "Disconnected" even though the call was connected. I tested this using several different users' views.

4 Answers
answered on May 23, 2020 at 10:59am  
While call branching does not work for us either, the Salesforce Sales Cadence Call step doesn't even seem to recognize that the call was completed in our instance.  For example, we set up a sales cadence that has a call step.  The user can press the Call button or icon in the sales cadence at this step and RingCentral will dial the prospect as expected.  Once the call ends, a call task is created in the activity log as we expected (although the call results/disposition is not updated properly as mentioned above).  But our problem is that the sales cadence does not even recognize that the call completed and a task was added.  So even without using a call branching step in the sales cadence, the user still cannot continue to the next step in the sales cadence unless they manually select the "Mark step as complete" via the drop down menu next to the call step button (which is a pain).

I didn't see this mentioned as an issue above that others  were seeing (since the issue was focused on branching based on the results of the call), so was there something you did to at least enable the sales cadence to recognize that the call was completed in RingCentral and move to the next step in the sales cadence?

answered on Mar 26, 2020 at 11:14am  

Our company recently moved to RingCentral with the issue of the app writing to the "Call Result" field as well.  I opened a ticket with them and after a few remotes with them I received the following today.  "We would like to give you an update that we have replicated the issue and also have eliminated any customer fields that can be added. We are just trying to finish the evaluation on the dependency of this implementation"  So hopefully they will have a update to the app soon.

I'm also trying to find a solution to having RC integrate into SF HVS.  Once I put a Call center in place on a user, we loose the ability to use the "call outcomes" even though we can update the Call result fields.  SF said we need to work with RC.   Wondering if you you received any help with this issue?

answered on Feb 27, 2020 at 9:08am  
Hello Becky, 

I created a custom picklist and and process builder to update the value in the Call Results Field (API Name - CallDisposition, which is a native text field in the Task object) from a custom field in the Activity object labeled Call Disposition.

The process builder works but keeps getting overwritten by ringcentral. I'm trying to figure out how to disable that. See screenshots and look at the Call Results and Call Disposition  fields. They should match. When they don't match, it's because of something in RC's savelog() that's updating it. Is there a setting that I can manipulate? How do I work with this?

Any chance I can jump on a call with you or someone to work through this? I can send screen shots or a screen recording to someone, but would prefer a more secure channel of communication.

Thank you.

answered on Feb 26, 2020 at 9:58am  
Hey, Andy! We connected with an integrations rep and they shared the following:
There should be a custom layout on their Salesforce. They need to go to the picklist and add a picklist option, then add it to admin480.


A new Community is coming to RingCentral!

Posts are currently read-only as we transition into our new platform.

We thank you for your patience
during this downtime.

Try Workflow Builder

Did you know you can easily automate tasks like responding to SMS, team messages, and more? Plus it's included with RingCentral Video and RingEX plans!

Try RingCentral Workflow Builder

Developer Platform
Integrated Apps
App Gallery
Developer support
Games and rewards

Resource center
Product Releases
App Download
RingCentral App login
Admin Portal Login
Contact Sales
© 1999-2024 RingCentral, Inc. All rights reserved. Legal Privacy Notice Site Map Contact Us