Hi! I’m relatively new to the RC community and I wanted to share my use case before implementing and get your feedback.
Background
Our system runs on the Salesforce platform (Custom Objects and Account/Contact only) so we leveraged the “RingCentral for Salesforce app” which works pretty well. The different users are given a RC phone number and an extension to connect the softphone with RC and everything is fine: they can handle inbound and outbound calls, records are properly updated etc. Also, worth to mention that the users (around 100) are grouped in 20 different teams, and a user can belong to more than one team. Our clients are served with a specific team which is assigned at the beginning of the onboarding process. The information of the team allocated to a specific client is stored in Salesforce.
Inbound Company calls to the right team
We want to receive inbound Company calls in a unique phone number (RC handled) and based on the caller ID, reassign the call to the corresponding team. Every team will be defined in RC as a Queue. An admin will assign the different team members to the corresponding queue.
Solution?
Is it possible to capture the initial inbound call, query Salesforce and then route the call to the right queue/extension? RC provides a mechanism to “patch” the phone call?
Pre-Call Control? Forward API? Transfer API?
Thanks in advance, and kudos to the dev team for maintaining all the APIs docs.
Regards,
--Aldo
