Salesforce Integration: Differences between deskphone & softphone?

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This conversation has been merged. Please reference the main conversation: Salesforce Lightning: Admin and User Guides

Where can I find information about the Salesforce.com / RingCentreal AppExchange? I would like to know about the differences between the softphone and desk phone, pro's & con's ect.
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Cyd Stevenson

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Posted 4 years ago

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Marco S. Casalaina, Alum

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Please note that there is now a new version of the Salesforce integration that works with any RingCentral phone (desk phone, softphone, mobile app, etc.) and also with any computer type. You can upgrade to it from this AppExchange link:

https://appexchange.salesforce.com/listingDetail?listingId=a0N3000000B5WKqEAN
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Ron Parshad

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It would be great to have the ability to click to call from sfdc and it route directly to softcall, instead of my desk phone. 

Is that possible?
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Marco S. Casalaina, Alum

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Almost but not yet. In fact there will be an enhancement to RingCentral for Desktop (aka the softphone) shortly that will enable that functionality, and we're planning to add that to RingCentral for Salesforce soon thereafter, so that if you choose to use your softphone it'll dial it out directly. So stay tuned on that. I'll update this thread when we push out the RingCentral for Salesforce upgrade, we're probably looking at late April or early May on that.
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Andrew

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We installed this last month and been using the 'click to call' feature regularly.   When clicking on the phone number within salesforce, first RingCentral will call you (you can pick if you want it to be your ringcentral extension or some other number) and then connect you with the number you clicked to dial.

Set up was pretty straight forward, however there are a couple of things to get used to (mostly in terms of logging the call) and configurations that work with your org's process flow.
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Michele Booher

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Thanks so much for the quick answer.  I can click a number in salesforce and it calls me as you said on my physical handset.  What I would like is for it to call me on the desktop app or salesforce ringcentral app so I may answer with a headset plugged into the computer.
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Andrew

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I see what you mean... I actually do not have a physical phone, only use the mac desktop app.  If I remember correctly there is a setup option for defining (by user) what type of device (physical phone vs desktop app)....
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Marco S. Casalaina, Alum

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Yes that is true. When you click to dial from Salesforce it respects your call handling options - so if you set your call handling to ring your softphone first and then your desk phone, then that's the order in which it'll ring you.
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Michele Booher

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Thanks.  We did get it figured out.  We were missing a setting in Salesforce.  I appreciate all your help!
Does this SalesForce integration work in the Lightning UI? Our company just signed up and our owner really likes that interface and features, but I cant seem to find a way to get it to work in lightning, only "classic mode"
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Jitender Kumar, Director Application Development

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Hello Nikolas, 
Unfortunately Salesforce does not offer phone integration in new Lightning UI. The good news is that we heard it is coming soon within a month or two. 
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Jonathan Clark

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Any updates on this? I heard Salesforce released their own phone service called Lightning Voice. Does that mean they are not adding openCTI?
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Jitender Kumar, Director Application Development

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Hello Jonathan, 
As far as we have the info they are adding OpenCTI to new Lightning. Lightning Voice is in addition to CTI support not substituting it. I am hopeful Salesforce will announce OpenCTI support for Lightning next month or so, perhaps along with Lightning Voice.
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Jonathan Clark

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Great to hear. I was just in a release webinar and they annoucned pricing then demoed Lightning Voice. No mention of the OpenCTI.
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Yosef Brailofsky

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When will this come? Five9 Supports lightning. See this link: https://appexchange.salesforce.com/listingDetail?listingId=a0N30000001gGgIEAU
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Tony Van Oort

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Jitender - now that open CTI is available do you have an update for us?
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Michael Adams

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This reply was created from a merged topic originally titled Salesforce Lightning Support.

Salesforce sees to be supporting OpenCTI for Salesforce Lightning as see here: https://www.salesforce.com/blog/2016/06/lightning-strikes-open-cti.html

Any idea when the RingCentral app for Salesforce will support the Lightning UI?
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Michael Adams

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Mark me down as a beta tester too if you can!
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Jitender Kumar, Director Application Development

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Got it Michael. You guys are awesome 
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Chad Stallons

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Hopefully sooner, I'd like to get ahold of it as soon as possible also. Salesforce is disabling CTI toolkit in Feb 2017 so we'll have to be on Open CTI.
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Marco S. Casalaina, Alum

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Please note that RingCentral for Salesforce already uses the OpenCTI API and has for years - it's just the adaptation to the Lightning UI that we haven't released yet (as of this writing). So the decommissioning of the old CTI Toolkit will have no effect on RingCentral for Salesforce users.
(Edited)
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Chad Stallons

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Thanks for that clarification, I wasn't able to get an answer from support.
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Yosef Brailofsky

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This reply was created from a merged topic originally titled When will you support SalesForce Lightning version for integration?.

Ring Central CTI currently does not work with SalesForce Lightning interface. When will that work?
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Mike, Official Rep

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RingCentral is looking for a few Beta Testers to participate in the RingCentral Salesforce Lightning BETA.   For more details and to sign up, please click the link below. 

RingCentral for Salesforce Lightning BETA
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jitender kumar

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Hello Tony, 
Thank you for your patience. We are having an issue with packaging the app and that is the delay basically. We have QA tested the App all functionality work as expected. 
We are seeking help from Salesforce developer support. Hopefully will be resolved this week.  
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Tony Van Oort

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Sounds good!   Look forward to hearing from you!
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Christopher Budge

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It's been a moment, any chance this was resolved. I too would like to beta test. We were looking at moving away from Ring Central due to no Lightning Support. If I can at least show investment on Ring Central's part then I might be able to save our account with you. Please let me know!
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Jitender Kumar, Director Application Development

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Hello Christopher, Tony
Thank you so much for your patience, Could you please send an email to integrationteam@ringcentral.com for beta enrollment request? 
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Jitender Kumar, Director Application Development

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