RingCentral integration

An update has been made to this integration. To avoid disruption, you will need to re-authorize the connection in CallRail. Use the steps outlined below to complete the re-authorization. Please note: All customers using this integration must complete this step.

RingCentral is a leading provider of cloud-based business communication and collaboration solutions. They offer a unified communications platform that includes voice, video conferencing, messaging, and contact center solutions.

Getting started

• You must have an active subscription with RingCentral's RingEX product to use this integration.
• CallRail Admins or Managers can authorize this integration.
• CallRail's integration requires you to sign in using your RingCentral Super Admin login. If you do not have Super Admin credentials in RingCentral, you must contact your RingCentral Super Admin to activate this integration. You can find your RingCentral super Admin by going to your RingCentral account and viewing your User List. The RingCentral super Admin will have the extension number 101. For more details surrounding RingCentral permissions, please review their help article.

Integrating with RingCentral

How to set up the RingCentral integration

From your CallRail homepage:

1. Select the Integrations icon on the left navigation bar. 
2. Select RingCentral from the list of integrations.
3. Choose the company where you’d like to set up this integration.
4. From the RingCentral integration screen, select Authorize.
5. A pop-up window with RingCentral's login screen will appear. Log in to RingCentral with your credentials and select Authorize. 
   Note: CallRail's integration requires you to sign in using your RingCentral Super Admin login. If you do not have Super Admin credentials in RingCentral, you must contact your RingCentral Super Admin to activate this integration. You can find your RingCentral super Admin by locating the Admin associated with ext. 101. 

Outbound recording is CallRail

Our RingCentral integration has historically captured call data for both inbound and outbound calls. We have now expanded the integration to ingest outbound call recordings made from RingCentral into CallRail.

In order to set up outbound recording, both of the following must be enabled in CallRail:

• "Capture outbound calls" — captures the outbound call metadata
• "Capture outbound call recordings" — pulls the recording from RingCentral

In RingCentral, your account must have MultiChannelRecordings enabled. CallRail auto-detects this when the integration is connected. If MultiChannelRecordings is not available, the “Capture outbound call recordings” checkbox will not be selectable, and you will be prompted to enable it in RingCentral.

1. The customer must re-authenticate after enabling the feature on their RingCentral account.
2. Each RingCentral user whose calls should be recorded must have call recording enabled on their RingCentral profile (on-demand or automatic). This is managed in RingCentral, not CallRail.

Once the integration link has been established and the outbound call ingestion option is enabled, recordings will automatically be ingested into CallRail upon call completion. There are no additional configurations needed by the customer.

1. RingCentral outbound call recordings are accessible in the Call Log, similar to all other call recordings. 
2. Recordings could take up to 10 minutes to be available in CallRail upon call completion. Most recordings will be available within 5-10 minutes. 
3. In the scenario where recordings are not immediately made available by RingCentral, CallRail will periodically retry to pull recordings from RingCentral. Recording availability within CallRail may be delayed as a result. Please refer to this retry logic documentation for more details. 
4. Historical outbound call recordings, ie. those call recordings prior to this feature release, will not be retroactively backfilled into CallRail. Only new outbound call recordings at the time of feature release will be ingested and made available in CallRail.

Once setup is complete, you will have the option to ingest outbound call data from RingCentral. This will show outbound calls that happen in RingCentral on their CallRail call log. In this case, the agent’s name will always show as “RingCentral.” Call recordings will be included in this data.
At this time, it is not possible to filter or exclude numbers or calls from being ingested. If you do not want specific outbound calls ingested into CallRail, this feature should not be enabled.

How CallRail sends data to RingCentral

1. Incoming calls from a call tracking number will come to CallRail.
2. CallRail will then forward the call to an agent's direct number in RingCentral.
3. Agents will be able to view the call attribution data on the incoming call in RingCentral.

An example of this attribution can be seen in the screenshot below. Note that the caller ID will show the name and campaign associated with the tracking number. This will help you distinguish between a CallRail-forwarded lead and someone who is dialing your RingCentral number directly.

Outbound calls from RingCentral will appear in your CallRail call log, with the agent's name listed as RingCentral. An example of this can be seen in the screenshot below.

RingCentral will bill you for outbound calls made within its platform. However, because the calls are added to the CallRail dashboards and reports, they will appear in your CallRail usage dashboard.

Integration troubleshooting

CallRail will be unable to pass the caller to RingCentral if there are menu/IVR steps enabled in your RingCentral account.

The authorization token used to integrate with RingCentral is designed to expire after 7 days of account inactivity. If you do not make or receive any calls on any of your tracking numbers, you will need to re-authenticate the integration. To do so, simply deactivate the integration, then re-activate using the steps above. This re-authentication must be performed by the same RingCentral Super Admin who originally set up the integration.

If a disconnection occurs, no data will be lost; your calls will still forward to RingCentral, and your source attribution data will be visible in CallRail. However, the source attribution will not be sent to RingCentral during the disconnect period.

RingCentral and Voice Assist

If you are using CallRail’s Voice Assist product and want to use RingCentral’s interactive Voice Response (IVR) or voicemail system, you have several options.

1. You can use Voice Assist after hours via a CallRail schedule step, in a timeframe ahead of the RingCentral system.
2. Select the checkbox for Prevent voicemail and automated systems from answering a call, then set the ring duration to a time less than the IVR is set for in RingCentral. For example, if your RingCentral IVR picks up after 20 seconds, set your Voice Assist step to trigger after 10 seconds.
3. You could also associate Voice Assist with a specific tracking number and implement this in the external call flow. However, the customer will be double-charged for call tracking minutes.

Deactivating the RingCentral integration

From your CallRail homepage:

1. Select the Integrations icon on the left navigation bar. 
2. Select RingCentral from the list of integrations.
3. Choose the company where you’d like to set up this integration.
4. Select Deactivate.

Frequently asked questions

Will my data be transferred? What happens to my existing data?

Your existing CallRail data will continue to be in CallRail, and any new data from RingCentral will be ingested into CallRail. CallRail will not transfer historical data from RingCentral.

How do I know what RingCentral plan I am on?

Your plan and usage can be found in your RingCentral account. More information can be found in this RingCentral help article.