Salesforce Integration: the RingCentral Plug-In for Salesforce produces a double call log entry

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  • Updated 2 years ago
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Our company uses Salesforce.com and we have the RingCentral PlugIn installed and our Sales Reps call customers directly from the plugin in Salesforce.com.

The issue that we are experiencing is that it will create a double entry for each call, one for the Ringout to the deskphone and then one for the call to the intended number.

This has cause extra work for each rep to delete the duplicate call log, and if missed our reporting accuracy is jeopardized.  The accuracy of our reporting is critical as it measures the success of our reps in making contact with prospects and customers.

Has anyone else experienced this same issue?  If so please, add your replies or do what every it takes to get this escalated so that it can be remedied as soon as possible. 

I am told that his is how the software currently works and that it is working correctly, but a change is required so that the logging of the RingOut does not happen.
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Ed Milne

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  • Frustrated that an issue like this just cannot be fixed when reported but has to be escalated through a community forum.

Posted 2 years ago

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Kim, Alum

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The current Salesforce integration with RingCentral does not support this. I will change this from a question to an Idea to be submitted to our programmers as a feature request. 
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Ed Milne

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This is not a feature request, this is a bug.  I have examples of not just creating a duplicate entry but up to 5 entries for a single call.  This is something that seriously needs correcting as this adversely affects the accuracy of reporting in our company.  A RingOut should be ignored as an actual connect to be logged.

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