question

micki-cheers2974 avatar image
micki-cheers2974 asked benjamin-dean commented

Zoho phonebridge integration issue

We have a US account with several departments and users. We've been trying to use the phonebridge integration with Zoho for almost a year with no real success.


Goal:

When an incoming call comes into a RC queue or direct extension a post-call Zoho window pops up (mobile and/or browser) and offers the opportunity to log the call with details. If the caller's number is already associated with a contact, it would be great if Zoho recognized that and associated the call with the contact/lead.

Stretch goal: Log outgoing calls make through RC too.


What happens

1. A contact/lead who is saved in Zoho calls my cell phone number directly, a post call pop up offers to log the call.

2. A contact/lead who is saved in Zoho calls the company number + extension. There is no prompt to log this call.

3. No outgoing calls can be completed from Zoho -> A contact/lead is saved in Zoho. We log into Zoho and the RC bridge and select call next to the contact's phone number in Zoho. I am asked what number I would like to be called at and am told that I will receieve a call, be prompted to press 1 and then will then be connected to the caller. However, this call never comes into me so Zoho displays a message saying that I did not press 1. In the call log, I can see that the company number is contacted and then hangs up after a few seconds, I suppose because no one clicked 1 as we are unable to.

4. No outgoing calls from RC mobile app triggers the post-call pop-up in Zoho.


I've pored over both the RC and Zoho documentation. The only relevant reference that I've found was on Zoho's website (https://www.zoho.com/crm/help/zoho-phonebridge/ringcentral.html) indicating the following



indicates that we need to login with the direct number and not the company number+extension. However, we don't have Direct Zoho numbers (additional $$$). Our system is configured to route callers to the auto-receptionist and based on the caller's selection, ring the appropriate department or user extension, which are all ultimately mobile phones.


There are multiple employees in our company.

-- How can we all log into RC without using the company number+extension?

-- Does this mean that Zoho requires us to buy additional phone numbers for everyone in order to use this feature?

integrations
1 |1500 characters needed characters left characters exceeded

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

1 Answer

kim avatar image
kim answered benjamin-dean commented
Moving thread to Developers Community. 
2 comments
1 |1500 characters needed characters left characters exceeded

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

No, please don't. I have a thread in the developer's community and it was suggested that the general community is more appropriate. Nevertheless, Mike is looking into it. 

https://devcommunity.ringcentral.com/ringcentraldev/topics/zoho-phonebridge-integration-issue

0 Likes 0 ·
Hey Micki and Kim,

Since Michael is helping out on the other thread, I am going to merge this thread with the other. We might see a duplicate entry, but doing so makes it easier to not get confused for everyone.

Thanks, Benjamin
0 Likes 0 ·

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