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In Salesforce, when receiving an inbound call, I'm not able to pick it up.
Tags: ringcentral app, integrations
Mar 3, 2021 at 2:15pm   •   2 replies  •  0 likes
Alejandro Morales

Hello,

I tried to integrate RingCentral with Salesforce, I installed the package in Salesforce, I set up my username to be able to use it, I set up the softphone layout, everything is working fine with the outbound calls, but with the inbound calls, I just see they are coming in, but I am not able to pick it up because there is no button to answer.

I just see the call is answered in another device, but I cannot answer it myself using salesforce and the ringcentral app in SF

Is there something I am missing? maybe a setting?


Ring Central Version 6.10

I'm using AT&T Office @ Hand Phone number.

We have physical phones installed, but now we want to use salesforce as well.


Example of what I cannot see when there is an inbound call.

screen-shot-2021-03-03-at-42128-pm.png


on Mar 4, 2021 at 7:04am   •  0 likes

Unfortunately Support closed my case without providing any help at all.

They say it's a salesforce problem, which I don't understand how this is a SF problem if it's your own App what I am using...

on Mar 4, 2021 at 8:01am   •  0 likes

Hi @Alejandro Morales, if this is what's advised, please reach out to Salesforce Support so they can check on it. Let us know how it goes. Thanks!

on Mar 4, 2021 at 8:02am   •  0 likes

I don't understand, How Salesforce should be providing support for Ring Central?

on Mar 4, 2021 at 8:08am   •  0 likes

@Alejandro , I just found out this KB Article for Salesforce Troubleshooting. Kindly check if your issue is there. https://support.ringcentral.com/article/7272.html

on Mar 4, 2021 at 8:41am   •  0 likes

Thank you very much for your help, no my problem is not there.

on Mar 3, 2021 at 2:50pm   •  0 likes

Hello @Alejandro Morales, please reach out to Technical Support so they can check on the issue. All of our Support numbers can be found here. You may also open an online case here.

on Mar 3, 2021 at 7:29pm   •  0 likes

thank you I just submitted a case.



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