question

Chaitali avatar image
Chaitali asked Damian Lofthouse answered

How to get caller name from incoming call in RingCentral?

I would like to know how can I get caller name and other information from incoming call in RingCentral when ringing

caller id
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Anirban avatar image
Anirban answered

Usually you can get incoming call details using DetailedTelephonyState

eg:

/account/~/extension/~/presence?detailedTelephonyState=true

ref: https://forums.developers.ringcentral.com/questions/377/how-to-get-caller-info-caller-id-and-called-nr-from-telephony-presence-events.html

But as per this link you can see below:

https://stackoverflow.com/questions/50714838/get-caller-information-in-ringcentral

Information in real-time, need to do a lookup via

(a) user's RingCentral personal address book,

(b) account's RingCentral company address book,

(c) your CRM/helpdesk app, or

(d) a third-party Caller-Id (CNAM) API.

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Damian Lofthouse avatar image
Damian Lofthouse answered

Thanks for this @Anirban Sen Chowdhary

I don't think we are too concerned with internal caller ID, we are specifically interested in the external calls that arrive into our callcentre, so looking up in the Ring Central address book isn't a step we need.

Since our Callcentre already has the customer phone number, the sort of journey we expect would be

1. Customer rings into our callentre

2. Ringcentral hands the call off to one of our Agents

3. Our callcentre is subscribed to the detailedTelephonyState events, and detects an active call

4. The Ring Central SDK provides the incoming number from the customer

5. Our callcentre makes a call to our service to connect the phone number to a customer account in our system

6. Our callcentre displays a prompt on screen telling the Agent who it is on the phone, with various actions


Will this endpoint suggested above solve steps 3 and 4 for us?

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