Set up RingCentral Integration

RingCentral is a cloud-based communication system which is made for business. It is simple to set up and use. Call, text, fax, make conference calls, have online meetings, etc, anytime from any device without the need for changing different systems. Once you integrate RingCentral with Zoho CRM, you can do the following.

• When you receive an incoming call from or initiate an outgoing call to a CRM contact via RingCentral, you can see a business card view of the contact in Zoho CRM.
  
• All calls made or received via RingCentral are automatically logged in Zoho CRM and you can view the call logs.
  
• You can add follow-up activities at the end of every call from Zoho CRM.
  

Note

• For this integration to work, you must have a RingCentral account.
  
• You must also have the RingCentral softphone installed in your device.
  
• Only an Administrator of a Zoho CRM account can enable the RingCentral Integration.
  
• Once enabled by the Administrator, the integration is activated for all users. Every user in the Zoho CRM Organization account can log in to RingCentral with their unique credentials.
  

To configure RingCentral in Zoho CRM, you must

1. Enable RingCentral integration
   
2. Log in to your RingCentral account in Zoho CRM
   

Enable RingCentral Integration

To enable RingCentral Integration

1. Go to Setup > Channels > Telephony.
   
2. Select RingCentral from the Choose a telephony provider drop-down list.
   
   
3. Click Enable.
   
   

Log in to RingCentral

Once you have enabled the RingCentral integration, you will be prompted to log in to your RingCentral account from Zoho CRM.

To log in to your RingCentral account

1. Click Login to RingCentral if you wish to log in to your account right away.
   
2. You will be navigated to RingCentral Login page where you need to enter the login details and click Login.
    
   
3. If you are logging in later, you can use the Phone icon at the bottom right of the page to access the RingCentral Login screen.
   
   
4. Once you login, specify how you want to make calls from the Preferences window.
   
   

Note

• To log out of RingCentral, please follow the steps here.
  

Preferences

Making calls through Ringout

RingOut allows you to call your customers (any number) from your RingCentral account. The devices that are configured with RingCentral will be available which you can use to make an outgoing call or receive an incoming call. The status of the softphone will either be Online or Offline. Please note that when the softphone is offline, you will not be able to make or receive calls in Zoho CRM.

1. Custom phone
   Apart from the softphone, you can also make calls by specifying the phone number. When you place a call to your customer, RingCentral will call your device first. A voice prompt will ask you to press 1. Once that is done, RingCentral will call your customer (or the number that you wish to call). 
   
   

RingCentral Browser Calling

Make calls through Softphone

Use RingCentral Integration

Once you have enabled RingCentral in Zoho CRM and logged in to your RingCentral account in Zoho CRM as well as the RingCentral softphone, you are ready to use this RingCentral integration.You can receive incoming calls, initiate outgoing calls and add follow-up activities from Zoho CRM.

Receive calls

When you receive an incoming call from a CRM contact via RingCentral, you can see a Business Card view of the contact.

At the end of the call, the follow-up options on the Call Ended window lets you add calls and assign tasks to your contact.

Make Calls

When an outgoing call is initiated to a contact in Zoho CRM, the call is made via RingCentral.

To initiate an outgoing call from Zoho CRM

1. Click the desired record.
   
2. In the Record's Details page, click the Phone icon beside the phone number.
   
   
   
   Please note that, you have to press 1 to establish a call via RingCentral softphone.
   
   
3. The follow-up options on the Call Ended window lets you add calls and assign tasks and add a call description.
   
   

Follow-up Activity

At the end of every call via RingCentral, you can do any or all of the following activities from the Call Ended window in Zoho CRM. These would automatically be associated to the respective record.

• Add a follow-up call.
  
  
• Add a follow-up task.
  
  

View Call Logs and Call Recordings

Calls made, received, missed and unanswered in Zoho CRM via RingCentral are automatically logged in the Activities module.

To view call logs

1. Click the Activities module.
   
2. Select the All Calls list view.
   
   
3. Click on any desired record to view the call details.
   
4. Recorded calls are displayed in this section.
   
   

Note

• The recorded calls can only be viewed if RingCentral integration is enabled and the user is logged in.
  
• In case the preferred phone number for calling is selected as "{company_number}*{extension}", then the activities module would show two records for each call made from CRM.