Log a Call as a Call, not a Task

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When using the RingCentral Salesforce extension/app and saving a log, the log records as a task, not a call. When you log a call via the RC extension in SF, it should save the same way a call does when using the "Log a Call" global action. The only solution I was given was to, instead, change the subject combo to "Call." That just adds the word "Call" to the task; it doesn't change the fact that it's still logged as a Task, and not a Call.
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Dan Gualtieri

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Posted 1 year ago

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Michael Caney

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yes. this is pretty terrible as it clutters up the actual task section
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A G

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This reply was created from a merged topic originally titled Logging a call in salesforce is shown as "task" not "log a call".

When using the RingCentral Salesforce extension/app and saving a log, the log records as a task, not a call. When you log a call via the RC extension in SF, it should save the same way a call does when using the "Log a Call" global action.

This is really frustrating as it essentially makes the RC salesforce integration useless. On our feed I can't easily see whats a call and what is a task that's completed, if i leave a voicemail for instance it shouldn't show it as a task, nor should the icon be a task list (see below)



I could easily change this to the correct global action if the RC package wasn't managed (see image below)


Can someone please help with this? If I can't resolve I will look for another package for our 12 users as I need to have more accurate tracking of our calls.
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Saadet - Community Moderator, Official Rep

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Hey everyone! There is currently a beta going on for this and the feature is scheduled to be implemented towards the end of Q4
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Dan Gualtieri

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Saadet - Can you let us know if this was implemented? If so, what do we need to do to update our rc_sf_package?
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Wes Lewis

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Yes--I would like to know as well.  This is a very frustrating issue.
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Morgan Forrest

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Was this ever implemented?
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Dan Gualtieri

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I tested this today and calls still log as tasks. Saadet, is there an update that needs to be performed so we can ensure calls are logged as calls?
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Wes Lewis

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Saadet, or someone, please update us on this.
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Morgan Forrest

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This reply was created from a merged topic originally titled We have installed the Ring Central APP into a new instance of SalesForce. When a....

We have installed the Ring Central APP into a new instance of SalesForce. When a call is logged it is dumping it into TASKS, we want it to be a call Activity. Is this possible?
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Jessica - Community Moderator, Official Rep

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Hi Everyone, 

This has now been implemented! You will need to update your version through the Appexchange and click the 'get it now' button and follow the user/admin guides :) 
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Dan Gualtieri

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Hi Jessica - This guide doesn't seem to be for the latest version. Even after updating, I'm not getting the ability to log calls as calls. I've even gone to our /apex/adminUI999 page and don't see the option to change the log type from Task to Call. Is there somewhere else I should be looking or a new version of the guide?
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Morgan Forrest

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I just downloaded and installed the RC tool - please provide precise instructions. 
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Jessica - Community Moderator, Official Rep

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I'm following up with our Integrations team now to get more information for everyone! I will post here as soon as I have more info. 
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Wes Lewis

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Hi Jessica, have you updated the community on this?
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Jessica - Community Moderator, Official Rep

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Hi Wes, 

Srikumar from our integration team posted updates below. If you have additional questions, you can reach the integrations team directly at integrationteam@ringcentral.com
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Jessica - Community Moderator, Official Rep

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If you are an existing RC customer, the integration is free. You must have an active RingCentral account (Office Premium or Enterprise edition) for the RingCentral for Salesforce integration to work. If you have more questions, you can email partnerteam@ringcentral.com

For Customization Guides, you'll need to scroll to the bottom of this page and look for the version 6.0 guides. 



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Sidney Sokoloff

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So, this doesn't really help. Now that you have enrolled the new update, how do we change the 'Log Calls' to be logged as a call and not a task. 

Can you please provide specific instructions?
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Jessica - Community Moderator, Official Rep

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Hi All, 

I talked to one of our engineers, and he advised that:

"If you change your task field subject picklist for "call" to default, let me know if this works for you. After I changed mine, when I run my report in Lightning, I see them listed as "calls" now. 

Step One


Step Two 


Step Three

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Dan Gualtieri

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Thank you Jessica. I gave this a try and still am seeing calls logged as tasks. I'd be happy to jump on a call with an engineer so they can see this issue in real time.
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Dan Gualtieri

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Related - I tried this manually and through Process Builder. The record the RC plugin creates doesn't allow me to change the task record type to a call.
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Srikumar Subramaniam, Official Rep

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In our 6.0 version of the salesforce integration listed currently in the AppExchange we have the feature where the call is logged with subtype "Call" which will indicate within salesforce that the task with a call icon.
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Dan Gualtieri

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Just as a heads up, I upgraded to this version (released on 1/31/19). This still fails to properly log a call.
(Edited)
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Sidney Sokoloff

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So it sounds like the issue has not been fixed. This is just a temporary solution and the calls are still logging as tasks just are no titled "call".

Will you guys be changing the record type to "Call" instead of "Task" anytime soon. 
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Srikumar Subramaniam, Official Rep

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Hi Sidney, are you using our latest 6.0 version. We do change the record type by setting the task attribute "subtype=call". Please reach out to our team at integrationteam@ringcentral.com and we can schedule time with you to review your asks in detail. 
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Dan Gualtieri

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Had a call with the implementations team yesterday. All went well and this now works properly.

The biggest change I needed to make, aside from upgrading to the 6.0 version of the code, was changing the UTL in the Call Center.
  • Go to Feature Settings > Service > Call Center
  • Click "Continue"
  • Click on your phone app
  • Click Edit
  • Remove 999 from the end of OpenCTIIndex in the CTI Adapter URL field.
That's what made it work for me, hopefully this helps others in the future!
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Saadet - Community Moderator, Official Rep

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Thanks, Dan!
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Dan Gualtieri

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*Make that the URL, not the UTL. 
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Jitender Kumar, Director Application Development

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Awesome!  @Dan Gualtieri. Indeed it was a bug in our documentation regarding 999s Feel free to reach if you still have any question!