Configure CTI for HVS cadence branching

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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. 
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Andy Koe

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Posted 3 months ago

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Becky - Community Support, Official Rep

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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.

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Andy Koe

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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.
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Mark Sidor

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Hello,

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?

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Carl McCauley

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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?