question

Jacob Flaherty avatar image
Jacob Flaherty asked Phong Vu answered

Real-time integration capabilities between RC, AWS, CRM?

Team RCS,

Our company is considering RC, and I am delving into the possibility of integrating RC with our CRM solution, using their API (leveraging Lambda/Dynamo for optimized performance) to streamline and enhance our callflow.

Here's the flow we're envisioning:

  • Our RC phone system prompts the caller to input specific information, such as an access code.
  • This input triggers a process to fetch relevant customer data from our CRM system.
  • Based on the input:
  1. Our app matches the caller with existing data within RingCentral.
  2. Initiates the creation of a new customer profile within RC from the CRM, if no matching record is found in RC.
  3. The system transfers caller to another phone # IF the access code typed cannot be matched in the CRM

Could you please provide insight into whether your system supports such integration? Specifically, Real-Time Call Data Integration API.

Any documentation you could point me towards would be greatly appreciated.

Thank you for your time and assistance. I look forward to your response!
Jacob

rest apianalytics and reportingcaller id
1 |3000
Toggle Comment visibility. Current Visibility: Viewable by all users

Up to 8 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

1 Answer

Phong Vu avatar image
Phong Vu answered

Can you clarify these items?

1. "Our RC phone system prompts ...": Do you intend to build your own WebRTC phone? Or do you just mean that it's just your web app which takes an access code to fetch relevant customer data from your CRM system and returns the customer phone number to call?

2. "Initiates the creation of a new customer profile within RC from the CRM...": Do you mean to create a new contact in RC?

3. "The system transfers caller to another phone #...": What does this mean? Give an example.

For real-time call data, please read this article to see if that is the real-time data you want to receive for integration.

1 |3000
Toggle Comment visibility. Current Visibility: Viewable by all users

Up to 8 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

Developer sandbox tools

Using the RingCentral Phone for Desktop, you can dial or receive test calls, send and receive test SMS or Fax messages in your sandbox environment.

Download RingCentral Phone for Desktop:

Tip: switch to the "sandbox mode" before logging in the app:

  • On MacOS: press "fn + command + f2" keys
  • On Windows: press "Ctrl + F2" keys