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Ringcentral Integration

Maria Herrell
Updated 2 months ago

About RingCentral

RingCentral is a powerful sales dialer all rolled into one seamless voice product. Using RingCentral and Pipeline you can easily automate the activity tracking and you will no longer manually enter the activity updates. 

Integration Setup

The integration setup involves the following steps:

1. All Pipeline Users must update their phone numbers to match with the RingCentral number that they are using. 

2. Admin on Pipeline CRM & RingCentral needs to set up the integration.

Pipeline User Setup- for all users 

Please navigate to Profile>My profile> Phone number and enter the same number that you use on RingCentral. Hit "Save" once you're done.

Setup the integration

Please ensure you are logged into Ringcentral account before setting up the integration. 

Pipeline Admins can navigate to Profile > Account Settings > App Store. Please scroll to RingCentral integration and click on Install. 

After clicking install, navigate to RingCentral Service, and click "Connect".

You will be navigated to the RingCentral integration workflow. Please click on "Continue"

We will request to read your RingCentral data on the next step. Please click on "Authorize"

Once the connection is established you will come back to Pipeline CRM. Please click on "Test Connection" and check if it's a success. Click "save"

Please input the number that you are using for Ringcentral under "settings". 

You can now set the Activities mapping on the "Settings" tab. You can use existing categories or create new ones

You can configure an activity category to be used when the integration logs your calls. Because there are different categories of calls, you can set a different category for each one (if desired) or you can use a single "Phone Call" category for all of them. The categories of calls include the following:

  • Completed incoming calls
  • Completed outgoing calls
  • Missed incoming calls
  • Missed outgoing calls
  • Voice message (incoming)
  • Voice messages left (outgoing), calls will appear as "outgoing completed calls"

Click on the drop-down and search for the specific activity to map the relevant events from RingCentral. Don't forget to hit "Save" 

Finally, when you are ready to go live, enable the  RingCentral integration. When you’re finished configuring and saving category selections, if you click “back to App Store” at the top, then the RingCentral integration will be highlighted.

Call Logging

When you install and configure Pipeline's Ringcentral Integration, activities will be logged on people or companies when phone calls are made and received:

  • Completed calls (incoming and outgoing)
  • Missed (unanswered) calls (incoming and outgoing)
  • Voice messages (incoming)

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