Migrating from Lead Center to RingCentral

This article details how to migrate from Lead Center to RingCentral and answers frequently asked questions (FAQs).

Migration steps

1. Either self-serve the upgrade here or talk to our white-glove specialist team (migration@callrail.com).
2. A RingCentral sales representative will contact you with a special promotion. 
3. Once your RingCentral contract is closed, CallRail will begin the migration process. You will not have to take any actions to migrate.
   • Here is what CallRail will do:
     • We will ensure all of your agents in CallRail are created in RingCentral. 
     • We will ensure that any CallRail call flows are migrated from Lead Center agents to your new RingCentral agents.
   • You will not have to port phone numbers or change phone numbers on your marketing assets. Your call tracking numbers stay the same; only your RingCentral destination number has changed.
4. Our migration specialist will contact you and ask what days you want your phone to stop ringing in Lead Center and start ringing in RingCentral.
5. Your bill will be prorated for the days you did not have Lead Center that month.
6. If you need help setting up CallRail's RingCentral integration, our migration specialist can help you do so.

On your chosen day, you can begin answering your phone in RingCentral and continue to use CallRail's other features!

RingCentral and Voice Assist

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

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.

FAQs 

Do I need to port my numbers to RingCentral?

No. Calls to CallRail trackers will be forwarded to RingCentral phone numbers. That way, you get all the CallRail attribution you’re used to, with the excellent VOIP service provided by RingCentral. CallRail Lead Center Agents are not associated with specific tracked lines.

What happens to my data in Lead Center?

All of your messages, calls, and voicemails will still be available on the call log in CallRail; you just won’t be able to search by agent anymore or see the historical call and text data in RingCentral.

Can I migrate my Lead Center data to RingCentral? Call recordings? Messages? List of contacts?

These will not be migrated to RingCentral, but will continue to be available in CallRail.

Will transitioning to RingCentral affect my integrations or API connections?

At the end of the migration, Lead Center will be removed from your account, so any integrations that send outbound call data from LC will be impacted. Otherwise, your CallRail account will remain, and integrations will continue to work.

If I transition to RingCentral, what happens to my “agent only” users in RingCentral and will they be able to access CallRail?

They will be transitioned to “reporting” users.

Once I transition to RingCentral, will I need to manually cancel Lead Center in my account?

Once the migration is complete, CallRail will remove Lead Center from your plan.

My business is located outside of the US and uses Lead Center on a desktop to make and receive calls. Can they continue handling our calls?

Yes, RingCentral does offer international calling and can be set up outside of the US. RingCentral can best answer these types of questions if you are looking for more detail. 

If I transition to RingCentral, what happens to my call flows routing to Lead Center agents?

Call flows will be transitioned to forward calls to a new RingCentral number via the migration process.

Can I migrate my HIPAA plans to RingCentral? 

Yes, but you will have to sign a new BAA with RingCentral.

If I switch to Ring, do I need two sets of phone numbers? One from Ring and one from CallRail?

Yes, you need both. To maintain a virtual phone (like Lead Center), you need a RingCentral number, and to keep call tracking capabilities, you need a number from CallRail. In short, two sets of numbers are necessary to maintain the functionality you have today with Lead Center (virtual phone + call tracking).

Will I be refunded for unused time on my Lead Center plan?

Your Call Tracking minutes will remain the same and won’t be affected by removing Lead Center. You weren’t being billed for Lead Center minutes, as they are separate from your regular minutes. 

Can I still monitor my agent’s calls with RingCentral?

Yes, RingCentral has this feature, and you can monitor in real time in addition to seeing the inbound call recordings in CallRail.

Can I still monitor my agent’s calls if I don’t move to RingCentral and instead use messaging + CallRail’s dialer?

Call recordings will still be available in CallRail, but you won’t be able to monitor them in real time, like you could with Lead Center.

How does call routing in CallRail work without Lead Center?

You lose the ability to route based on active agent availability, however, you can still use round robin and simulcall routing without LC. It doesn't look at which person is available and route to them, but it does either route to every agent, and anyone who is available can pick up or rings each agent in succession until someone who is available picks up.

Contact our support team at migration@callrail.com or by phone at (888) 219-2787 for assistance.