RingCentral to automatically log calls as Salesforce activities

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At first I thought this is kind of an obvious requirement, and something that should have been supported out-of-the-box, but after talking with RC support I realised this is not the case.

As part of RC-Salesforce Lightning integration, I think it can be really useful if any outgoing or incoming calls will be logged not only as tasks, but as an activity under the relevant Lead or Contact. i.e. if I click to call a specific contact, this call should automatically be logged as an activity under that contact card, rather than having to manually enter "Log a Call" details under activity.
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TAVOR

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Posted 6 months ago

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Jeremy Thompson

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Um...are you talking about Ring Central? Because, this capability already exists, as long as you are logged into salesforce. All you need to do is in the app window, click the gear for settings and make sure the two checkboxes are the bottom are checked, and click save.
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TAVOR

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Are you talking about Salesforce activities or an activity you're only able to see under RingCentral reports (i.e. My Calls?) ?
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Jeremy Thompson

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I am talking about salesforce activities. From within your salesforce app, click on the gear and check the boxes.
Here are the limitations as far as I can tell:

1. You have to be logged into salesforce, or it won't log the calls. There's another question on this forum asking that all calls be logged whether logged in or not, and the official response said that feature was coming, but I haven't heard if it is ready.

2. It appears one cannot determine from the salesforce record created, what number was called. This makes it fairly useless for judging the effectiveness of a marketing campaign number. I could work, as long only one number is assigned to one user. But, the reports will eventually become a mess.

3. I can't figure out how to make a call to a ring central number trigger the creation of a case in salesforce whether or not the user is logged in. This is a major limitation for our support team.

4. I can't figure out how the make a text to a ring central number trigger the creation of a case in salesforce whether or not the user is logged in. This is a major limitation for our support team. 

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Jitender Kumar, Director Application Development

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Hi Jeremey, 

Right off the bat, excellent responses  

"1. You have to be logged into salesforce, or it won't log the calls. There's another question on this forum asking that all calls be logged whether logged in or not, and the official response said that feature was coming, but I haven't heard if it is ready." 

We are committed to do it but have not been able to commit to a definitive timeline unfortunately 

"2. It appears one cannot determine from the salesforce record created, what number was called. This makes it fairly useless for judging the effectiveness of a marketing campaign number. I could work, as long only one number is assigned to one user. But, the reports will eventually become a mess." 

Totally,  I have asked our PM to add this in our backlog 

"3. I can't figure out how to make a call to a ring central number trigger the creation of a case in salesforce whether or not the user is logged in. This is a major limitation for our support team."

Please refer to this doc https://docs.google.com/document/d/1nTnN97mkHwEKHgChSiJQb8x395M1q3eYDe8O7Jjhrl0. I wrote this for the purpose of Desk.com users migrating to Salesforce Service cloud but it will serve the purpose 


"4. I can't figure out how the make a text to a ring central number trigger the creation of a case in salesforce whether or not the user is logged in. This is a major limitation for our support team. "

No clean solution but you can make use of RingCentral Email notification of SMS to insert a case as described in above doc. 
(Edited)
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Jeremy Thompson

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I should add that despite the fact that there is a timer tracking the length of the call, none of that appears to be inserted into a field in the salesforce activity. It would be great if we coudl do this.
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Jitender Kumar, Director Application Development

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Hi Jeremy, 
At the end of the call there is call duration that is saved on the Task. Please let me know if I misunderstood your requirement 
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Jeremy Thompson

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You are correct, Jitender. My mistake.
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TAVOR

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Jeremy, many thanks for the detailed response.

Are you using Salesforce Classic, or Lightning ?

I've been using Lightning edition and it doesn't do anything which even remotely close to what you said...
I have both the checkboxes checked, and still have to manually log each and every call.

BTW, does the created activity also include a link to RC call recording ? I have all calls recorded automatically, just in case, so it can be quite useful.

Re 3+4, although it's a workaround, I did create a group in RC for our support extension, and configured RC to send an email for all missed calls and SMS texts to our support mailbox. From there, Salesforce's email-to-case feature is taking care of the rest, so eventually we can trigger the creation of cases whether or not the user is logged in. 
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Saadet - Community Support, Official Rep

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Hey Jeremy and TAVOR,

If you have Salesforce specific question, you can always email our team at partnerteam@ringcentral.com - they should be able to help you with some of those tougher questions
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Jeremy Thompson

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Thanks, Saadet. This is basic configuration stuff, and I am kind of puzzled as to why RingCentral doesn't write up a document on how to do this.
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TAVOR

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Hi Saadet, I posted my original question here after talking to Wendy Fernandez from your support team who told me it's not currently supported and that I should post my idea here...
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Jeremy Thompson

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I am using classic (I'm not a lightning fan), so I can't answer your question. Thank you for answering my questions, TAVOR. Very helpful. This is exactly what I was looking for.
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TAVOR

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You're welcome. 
Can you please do me one last favour and check if the auto-created activity in SF Classic also contains a link to the call recording on RC ?
If it does, I'll probably switch to classic as well.
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Jitender Kumar, Director Application Development

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Hi Tavor, 
The call recording link would work the same way in Lightning, please edit your page layout and app would insert it automatically
(Edited)
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Jeremy Thompson

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Although, I should add that the workaround does not solve the problem, because it will only log a case if you miss the call. There should be a setting in ring central to send an email alert each time someone calls your ring central number. That would close the gap.
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Jitender Kumar, Director Application Development

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@Saadet - Can we send this request to Service Web product team ? 
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Saadet - Community Support, Official Rep

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Hey Jeremy,

Feel free to post a Feature Request regarding this - since it's separate from the original post.
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Jeremy Thompson

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Here's a question: If I simultaneously ring two ring central numbers (where one of them is set to alert if a call is missed) and a team member answers the number that ISN'T set to alert on missed calls, will a missed call alert be sent out by Ring Central? If yes, could we set it up so that a number that no one answers simultaneously rings your support extension, and since it is never answered, it always sends out a missed call alert to your salesforce email address, which then triggers the case creation in salesforce?
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Jitender Kumar, Director Application Development

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Worth a try for sure.