Pipeline CRM

    RingCentral

    Connect RingCentral to automatically log calls and save recordings on the right person or company record.

    Before you start:

    • A paid RingCentral account with call recording turned on (automatic or on-demand both work)
    • An account administrator in both Pipeline CRM and RingCentral to set up the connection

    Pipeline CRM connects to one RingCentral account per Pipeline CRM account. If you run several Pipeline CRM accounts, each can connect to its own RingCentral account, but use a different RingCentral admin user for each one — otherwise RingCentral's rate limits can interfere with recording retrieval.

    Step 1: Set each user's work number

    1. Click your profile icon in the top right and select My Profile.
    2. On the General tab, enter your RingCentral number in Work number. If you use an extension on a shared main number, enter the main number, a space, then your extension — for example, "5551234567 101".
    3. Click Save changes.

    Get this right before anything else. Pipeline CRM ties each call to a user by matching this Work number against their RingCentral extension. If the two don't match, the call isn't logged at all — no row on the Call Logs page, no activity, and nothing to recover later. Fixing the number only affects calls from then on.

    For larger teams, our support team can map everyone's number for you as a one-time setup. Send a list of each user's email and RingCentral number to customercare@pipelinecrm.com.

    Step 2: Install and connect RingCentral (admin)

    1. Click Settings in the lower-left corner.
    2. Go to Other > App Store.
    3. Find RingCentral and click Install.
    4. Select the RingCentral Service tab.
    5. Click Connect.
    6. Sign in as the RingCentral account administrator.
    7. Click Authorize to grant the requested permissions, including access to call and recording data.
    8. Click Test Connection.
    9. Click Save.

    Step 3: Choose an activity category for each call type (admin)

    1. Select the Settings tab.
    2. Enter the RingCentral number.
    3. Choose an Activity Category for each call type — use existing categories or create new ones:
    • Completed incoming calls
    • Completed outgoing calls
    • Missed incoming calls
    • Missed outgoing calls
    • Voicemail (incoming)
    • Voicemail left (outgoing)
    1. Click Save.

    Pipeline CRM also uses these categories when it creates an activity after the fact — see When a call comes from a number you haven't saved.

    Step 4: Turn on the integration (admin)

    Turn on the Enable toggle in the top-right corner of the RingCentral settings. You can also turn it on from the RingCentral tile in the App Store.

    What gets logged

    Once RingCentral is on, Pipeline CRM logs:

    • Completed calls (incoming and outgoing)
    • Missed calls (incoming and outgoing)
    • Voicemails (incoming)
    • The call recording, when one exists, with the phone number, date, time, and call length

    Calls appear on the Call Logs page under Tools, and on the matching person or company's timeline and Files. Recordings never expire in Pipeline CRM, even after RingCentral clears its own copy.

    A few things to know about how calls appear:

    • Voicemail isn't a separate row type. A voicemail is a missed incoming call where the caller left a message, so it shows as missed on the Call Logs page.
    • Recordings take about two minutes to arrive. RingCentral needs that long to finish the file, and Pipeline CRM keeps retrying until it's ready.
    • Whether a recording exists is up to RingCentral. If your RingCentral plan records the call, Pipeline CRM pulls it in.

    Logging starts the moment you turn on the integration. Earlier calls and recordings aren't imported. Recordings attach only to people and companies, not to deals.

    To play or download recordings, see Find and Play Your RingCentral Call Recordings.

    How Pipeline CRM matches calls to records

    Once a call is captured, Pipeline CRM looks for a person or company whose phone number matches the other end of the call.

    • People are checked before companies. If the same number is saved on a person and a company, new calls go to the person.
    • If the same number is on two people, the call goes to whichever record was updated most recently.
    • A call that's already linked never moves. Saving that number on a different record later won't pull existing calls across.

    This matters most for shared numbers, such as a main office line. A number saved on a company and later added to a person sends new calls to the person, while older calls stay on the company — the same number, with its history split across two records.

    When a call comes from a number you haven't saved

    Calls from unrecognized numbers still show up on the Call Logs page, with the raw phone number instead of a name. No activity is logged until you save the number.

    1. Go to Tools > Call Logs.
    2. Find the call and choose to save the number as a person or a company.
    3. Leave the prefilled number exactly as it is — Work phone on the add person form, Phone on the add company form.
    4. Fill in the rest of the record.
    5. Click Save.

    Don't reformat the prefilled number. Adding or dropping the leading +1, or changing the spacing, breaks the match — the record saves, but the call is never linked and no activity is created.

    Once you save the record:

    • The call isn't lost. Pipeline CRM creates the activity and dates it to the original call, not to today.
    • Every earlier call from that number is linked too. A number that called nine times gets nine activities at once, each on its real date.
    • Recordings come along. Any recording Pipeline CRM captured is copied to the new activity.
    • The activity uses the category your admin chose for that call type in Step 3.
    • The page takes a moment to catch up. Linking runs in the background, so the row updates shortly after you save.

    Troubleshooting

    Problem

    What to check

    A user's calls aren't showing up at all

    Their Work number must match their RingCentral number or extension exactly, including the country code if your organization uses one. Calls made while it didn't match were never captured.

    You saved a number, but nothing is linked

    The number on the record must still match the call exactly. An added or missing +1 is the most common cause.

    A call shows a name you can't click

    The call is linked to a record your permissions don't cover. You see who the call was with, but can't open the record.

    Recordings aren't appearing

    Call recording must be turned on in RingCentral. Recordings also take about two minutes to arrive.

    The connection fails

    The person connecting must be an admin in both Pipeline CRM and RingCentral.

    Need help? Contact support at customercare@pipelinecrm.com.