The second and most frustrating piece is when i do a test incoming call on my own contact, the name and title doesn't appear just the number. I haven't customized the settings and even went into the call center setup under inbound call to make sure the appropriate fields are set. Why would it not retrieve the name and title of a contact when I make an inbound call?
Jordan, what phone do you use for the Salesforce integration with RingCentral? I use another app for sales/contact management which has dial capabilities and I want to click on a contact, hit 'dial' and let RingCentral's softphone do the work. Is that how you've implemented this?
This version is much easier to set up, requires no software on the desktop at all and supports Macs too.
You can indeed turn on a screen pop when a client calls you. The key to setting it up is ensuring that your Softphone Layout in Salesforce is set up correctly. For directions on how to get it to pop, have a look at the Admin Guide here:
You'll find the setup steps for the Softphone Layout starting on page 5 of that guide.
We just integrated with Salesforce, and to test it I called myself. The visualforce page (from the old setup where it lets you pick which new object you'd like to create) popped up perfectly. I created a lead with my name, I had to manually type in the phone number (as opposed to it getting autofilled from the call which would be nice) but regardless I saved it. Then I called back again, expecting the lead I created to pop up. But it didn't, it thought I was a new lead. I realized it was because my caller id showed a 1 in front of my cell number and in Salesforce it auto corrects the phone number field on the records to not show 1s. You guys need to adjust the search parameters to include all phone numbers and all numbers with a 1 in front of it. Please and Thank You --Alex
when you create your softphone layout, you need to then "setup", "call center", "soft phone layouts", then click the "soft phone layout assignment" tab, and be sure to assign your profile to the softphone. Then click the "edit" tab, and click the "default" check box just to be sure it stays assigned. Once this was done my lead detail page popped when I sent my test call through.