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RingCentral Salesforce Integration: Stepwise Guide

RingCentral Salesforce Integration

In today’s client-oriented marketing environment, it is only an exceptional experience at all touchpoints, along the path to purchase, that ensures users’ loyalty. The primary conditions are fast and personalized communication, the ability to promptly and efficiently interact with leads, receive caller information before the call is answered, and receive calls from any place on any device.

You get all this by combining CRM Salesforce with the communication partner RingCentral. The RingCentral Salesforce integration provides many benefits, such as a seamless customer experience, improved sales force efficiency, increased security by controlling communication and creating a productive work environment with remote access, and much more. Let’s look at all the benefits in our RingCentral for a Salesforce user guide.

Why Do You Need RingCentral and Salesforce Tandem?

As a governing provider of cloud video conferencing, communications, teamwork, and contact center systems, RingCentral can integrate with many business applications. RingCentral is more multifunctional than legacy PBX systems. It allows employees to collaborate, communicate with customers, and connect in any mode and from any device. It is one of the best phone systems that integrate with Salesforce. In turn, Salesforce, as a top vendor, provides dynamic features and capabilities in its CRM. Salesforce products cover every possible category, from platforms to community, sales, analytics, services, marketing, and commerce, to name a few. RingCentral and Salesforce integration facilitates the following aspects.

“Press to Call” Function

Users can utilize the Salesforce calling app by simply selecting a phone number, which is fast and increases call efficiency. The feature works like a lead qualification workflow as it brings up a list of potential leads.

Work From Anywhere

With built-in messaging and meeting features, RingCentral Mobile lets you make calls and connect and collaborate with internal teams from anywhere.

Calls From the App

By leveraging RingCentral’s WebRTC technology, users can access and manage outgoing and incoming calls directly from Salesforce. They will switch active calls betwixt any RingCentral endpoints.

Sensible Reporting

Users can view, edit, and customize data as a Salesforce report. They can also append call notes and track call duration for analysis, reporting, and training.

Instant Screen Pop-up

For all incoming calls, a 360-degree view of the caller pops up for a better experience and a more personal conversation.

High-Velocity Sales

By putting telephony in the rhythm of sales, sales reps can select and dial from a work queue with a single tap.

Call Logs

With features like a multi- and an offline call log, representatives can get the most out of their jobs.

Integration With Salesforce App

You can make calls or send text messages directly from the Contact, Account, or Lead tabs and find the appropriate caller information from your account and records from Salesforce.

Flexibility Interface

Users can work in Classic and Lightning versions.

RingCentral for Salesforce is a cloud-based integration that can be used with many applications that coordinate with different cloud stages.

Advantages of the RingCentral and Salesforce Integration

The goals of any integration are to tie data and functionality across platforms, streamline workflows, and organize customers’ data. The RingCentral app integrations provide users with robust functionality and all the information they need to work from a single platform.

Customer Data Overview

Salesforce keeps a record of every client interaction and stores all the information you need to provide top-quality client service. You will see the caller’s or company’s name, past activity, and more before you dial or answer a call. At the end of the conversation, you can log the details of the conversation and add more notes so that your colleagues will be ready for the next interaction with this customer.

Communication Efficiency

Functionally, the RingCentral for Salesforce Integration streamlines workflows by letting you:

  • Dial directly from the Salesforce UI: Reps can call, video call, text, or chat with a contact based on the user's preference information available.
  • Make fewer errors: One-click dialing reduces the chances of misdealing. It also ensures that reps don’t confuse one client with another.
  • Keep a quick activity log: The Quick Deployment drop-down menu allows you to record the call status so that you can use the past data next time.
  • Prevent voicemails from getting interrupted: The recording or transcription features eliminate the need to take notes manually.
  • Save money: RingCentral grants unlimited calls and business messages within the country.

Besides, features for transforming voicemails into texts or emails allow representatives to save the conversation for later action.

Expansion of Communication Channels

Nowadays, companies and customers not only use phone calls but also video conferencing and messaging to stay connected. RingCentral empowers Salesforce users to connect with customers and leads in the most appropriate way to each situation. RingCentral proffers an internal messaging and file-sharing tool for the team.

Optimizing Lead Capture

Call centers benefit from more deals and customer complaints. To do this, they must handle many calls and requests. However, in this case, it's difficult to record the details and interactions of each conversation.

The RingCentral integration for Salesforce permits representatives to quickly update leads, opportunities, and contacts in Salesforce while staying on the phone. In this way, they can do two things at the same time and organize contacts or update records more precisely. Moreover, they can quickly move to the subsequent call as soon as the first one ends.

Tracking Agents’ Activity

Manageable real-time dashboards and informative reports help know how each agent is doing. This data is necessary for training and giving advice, as well as for making smart business decisions. For instance, too many unanswered calls could indicate a need to thoroughly revise the contacts database. And if the dashboards display a drop in outbound calls, that means the marketing department needs to increase qualified leads.

Native Integration From AppExchange

At this application fair, you can find many connectors for the SDFC ecosystem, made by partners or vendors. They not only help companies integrate RingCentral Salesforce but also meet the demand for other integrations.

The most popular integration is the one with the RingCentral Salesforce plugin, which starts at $34.99 per user per month. For existing RC clients of Office Premium or Enterprise edition, integration is free of charge. Non-profit organizations may be offered special prices or a discount, so there’s always a point in getting a custom quote.

Tool sync enables you to make RingCentral calls from the Salesforce web interface and runs in the Sales and Service Cloud. It is compatible with RingCentral Salesforce Mac.

There, you can also find other RingCentral platforms for Salesforce, such as Engage Digital, which connects various digital channels (social networks, communities, email, online chat, apps, etc.)

Integrations With Third-party Tools

Integration can also be performed using third-party connectors from reputable vendors, such as the following ones.

RingCentral Integration with Workato

Workato is an enterprise-class self-service integration and automation platform. Its integration workflows, also known as recipes, run when a “trigger” is detected and organize different “actions” depending on what you define. Recipes are created using an insightful drag-and-drop wizard, so no coding is required.

Supported triggers:

  • Recording a new conversation - starts when a new conversation recording is created.
  • New call - triggered when a new call comes in.
  • New SMS - triggered when sending or receiving a text message.
  • Call ended - fired when a call that was established has ended.

Supported actions:

  • Send fax - using the document of your choice.
  • Send SMS - with the text you specified.
  • Call generation without ringing - start a call by ringing out to connect two phone numbers of your choice.

RingCentral Integration with Zapier

Zapier is a universal workflow automation platform that allows users to link two or more applications — in this case, RingCentral and Salesforce integration. The principle of the connector is very simple.

Step 1: Authenticate in Salesforce and RingCentral.

Step 2: Pick a trigger:

  • Call ended;
  • New call recording;
  • Missed call;
  • New SMS sent;
  • New SMS (deprecated);
  • New SMS received;
  • New voicemail.

Step 3. Pick an action. For example, add a contact to the campaign.

Step 4: Pick the data you need to transfer from one app to another.

RingCentral Salesforce Native Integration In Stages

System Requirements

The integration is free for existing customers RC with Office Premium or Enterprise Edition. On the Salesforce side, you need a Sales or Service Cloud subscription or Professional, Unlimited, or Enterprise editions. If you are not a Salesforce user, you can also take advantage of many of the app’s features with the free RingCentral softphone. It will be available in your RingCentral account under the Tools tab.

The next stages will guide you through the initial setup of the RingCentral app for Salesforce.

RingCentral MVP Pricing & Plans

Essentials

(message, phone)

$29.99 per user on a monthly plan

$19.99 per user on an annual plan

Standard

(message, video, phone)

$37.99 per user on a monthly plan

$27.99 per user on an annual plan

Premium

(message, video, phone, open API)

$44.99 per user on a monthly plan

$34.99 per user on an annual plan

Ultimate

(message, video, phone, open API)

$59.99 per user on a monthly plan

$49.99 per user on an annual plan

Salesforce Pricing & Plans

Salesforce Sales Cloud

(per user/month)

Salesforce Service Cloud

(per user/month)

Salesforce Sales and Service Cloud

(per user/month)

 Essentials  $25  $25 -
Professional $75 $75 $100
Enterprise $150 $150

$175

Unlimited $300 $300

$325

Installing RingCentral Salesforce App

  1. Open the Salesforce AppExchange and find the RingCentral for Salesforce app.
  2. Press “Get Now.”
  3. Click on “Sign In to AppExchange.”
  4. Log in to Salesforce.com as an administrator.
  5. Select “Install in Production.”
  6. Press “I agree on terms and conditions” and choose “Confirm & Install.”
  7. Pick “Install for All Users,” then press “Install.”
  8. Click on “Finish.”

Setting Up a Call Center

  1. Open Preferences > Visualforce Pages, then press the preview icon next to the OpenCTIIndex page.
  2. Once the page opens in a new window or tab, copy the complete URL.

The URL differs depending on the Salesforce user’s org.

  1. Open the main setup page > Call Centers. Choose the Cloud Phone application for your call center and choose “Change.”
  2. Paste the URL from the OpenCTIIndex page into the RingCentral Salesforce CTI Adapter URL field, and press “Save.”

Users will not have access to RingCentral for Salesforce until the administrator joins them to the call center. If you are not using a custom URL, follow the same procedure and make sure the Salesforce pod number is in the call center URL. Your Salesforce POD # appears in the browser address bar after you sign in to Salesforce.

Appending Users to the Call Center

  1. Open Setup, and press “Call Centers.”
  2. Choose “Cloud Phone Application.”
  3. Click on “Manage Call Center Users.”
  4. Choose “Add Users.”

You cannot add customers who have already been appended to another call center. Remove them from the call center before appending them to the Cloud Phone app.

  1. Pick “Filters,” and press “Find.”
  2. Choose a user, and select “Add to Call Center.”

Users are now appended and can use RingCentral for Salesforce.

Customizing Softphone Layout

  1. In the menu, under Customize, use “Quick Search” to locate softphone layouts and then press “Softphone Layouts.”
  2. Choose “New.”
  3. In the Name field, incept RingCentral SoftPhone Layout, choose the “Default Layout” checkbox to make it the default layout for all users. Then, incept your name.
  4. Scroll down and configure the following pop-up options. Press “Edit” to expand the possibilities for each option.
    The screen opens internally - You can choose to have pop-ups appear in a new window or overwrite a contemporary Salesforce.com window when a new call comes in.
    No matching entries - pick “Change to New” if you want to create a new entry if there is no match for the incoming call.
    Single-hit entry - Open the tooltip details page.
    Multiple matched entries - Pick “Pop” to search for the page.
    Open CTI for Lightning Experience does not support the softphone layout field. Screen pops up when set to the New Browser window or tab. Lightning Experience uses an existing browser window by default.
  5. Save.

Assigning a Softphone Layout to Users

Press “Assign Softphone Layout” to assign the recently created layout to the profiles.

Appending Call and SMS Parameters

Call Using RingCentral and SMS can be appended to the Account/Contact/Lead Information tab in the Salesforce1 app.

Creating New Action

  1. If you are in the Salesforce Lightning Experience view, switch to Salesforce Classic.
  2. Press “Configure” and then enter the button for a quick search.
  3. Press Build > Customize > Actions > Task Buttons, Links, and Actions, and choose “New Action.”
  4. Pick “Custom Visualforce” as the action type.
  5. Search the phone number of the account [Phone_Numbers_Account_...] on the Visualforce page.
  6. Enter the RingCentral call as a label and press “Save.”

RingCentral Click to Dial Salesforce

It can directly make an outbound call through RingCentral for Salesforce from the browser or by launching the standalone RingCentral app.

Setting parameters for outgoing calls

To configure the method or application used for outbound calls, follow the next steps for the Salesforce RingCentral setup:

  1. Sign in to RingCentral for Salesforce.
  2. Open the Settings icon and pick “Call.”
  3. Pick from the drop-down list of options, and save.

The outgoing call options list

Setting outgoing calls to Browser by default permits you to make outgoing calls directly from it. If you prefer to use other apps, make sure you sign in to the app with the same credentials as those for RingCentral for Salesforce.

How to make an outgoing call

You can launch an outgoing call by using one of the following methods.

Using the dialer

To call using the CTI dialer, enter the contact’s name or phone number to the “To” field, then press the “Call” button. It will make the outgoing call through the method or app you have selected.

When making outgoing calls through your browser, you can pick the Caller ID displayed to the other person if you have multiple companies or direct numbers appointed to your extension. To do this, press the “From” field and pick the desired Caller ID.

One-touch dialing

You can also directly select the phone number of your contact or leader in Salesforce to call them without having to copy or enter their phone number into the dialer. If you made the call through a browser, the formerly set Caller ID will be used.

Call history page

Finally, you can make an outgoing call from your call history. To do so, just press a phone number on the list and choose the Call icon. If you made the call through a browser, pick the already set Caller ID.

Call control

You will have access to the following controls while on an active call:

  • The “Mute” button to mute or unmute yourself;
  • The “Keyboard” button to lift the keyboard;
  • Additional action button to hold, transfer, or record;
  • The “End call/hang-up” button.

Appending Activities to Salesforce1

  1. If you’re in the Salesforce Lightning, switch to Classic.
  2. Press “Customize” and then enter “page layout.”
  3. Pick Build > Customize > Accounts > Page Layouts.
  4. Press “Assign Page Layout” to generate a new layout.
    To change an existing layout, press “Change” on the Account layout you want to change.
  5. Pick the layout of the user profile account that you want to change.
  6. Pick the Salesforce 1 and Lightning category, then press, hold, and drag the “Call with RingCentral to the Salesforce1 and Lightning Experience” part, as shown below.
    You can rearrange the buttons in the box under “Experience Actions,” where the first four items appear in the bottom pane of Salesforce 1. Salesforce 1 displays five buttons in total, including four action buttons and a “Show More” button.
  7. Find “SMS by RingCentral” and drag it to Salesforce1 and Lightning Experience, as shown below.
  8. Save.
  9. Open Salesforce1 and verify your account details. The buttons “Call from RingCentral” and “SMS from RingCentral” must be displayed at the bottom.

Launching RingCentral for Salesforce Lightning

  1. Open the app launcher.
  2. Pick RingCentral Salesforce Lightning.
    Once Salesforce is renewed, a Phone button appears at the bottom of the page.
  3. Press the RingCentral phone button to open the RingCentral app.

Appending Open CTI SoftPhone to Lightning App

  1. To append CTI to any app, open the Settings.
  2. You can use Quick Find to search for Application Manager or Platform Tools > Apps > App Manager.
  3. Pick the app you want to add to the RingCentral app from the list, then press “Edit.” In this example, the Open CTI softphone will be appended to the Sales app.
  4. Open the Utility Panel tab and choose “Add.”
  5. Choose “Open CTI Softphone.”
  6. Press “Save” and “Finish.”

Customizing Preset Call Dispositions

The RingCentral Salesforce setup provides end-users with a list of predefined call handling methods to log calls. They appear below the subject area of the call log and are selected from the Subject drop-down list in the Salesforce.com task object.

  1. If you’re in Salesforce Lightning Experience, switch to Salesforce Classic.
  2. Press “Configure,” and then, in the Quick Find enter “Actions.”
  3. Press “Task Fields.” (Path: Setup > Actions > Task Fields)
  4. Adding or editing drop-down values ​​will immediately change the dispositions available to users.
  5. In the Standard task fields, pick “Subject.”
  6. Under the Values ​​of the Issue Topic Picker List, choose “New” to append a disposition, “Edit” to replace an existing one, or “Delete” to erase a disposition. You can also “Replace” or “Reorder” your preferred entries.

Problem: Click to dial disabled Salesforce RingCentral

Sometimes, click-to-dial does not work as expected. Phone numbers are clickable, but when you select them, they turn gray for a short time. Here is how the RingCentral Salesforce admin guide deals with this issue.

  1. Affected environments agent for Salesforce. You must assign outbound skills to the user.
  2. The user must have the Show custom sidebar components on all pages checked. You must assign the user the correct home page layout:
  • Open “Settings” in Salesforce Classic (not Lightning).
  • Pick “Homepage Layouts.”
  • Press “Assign Page Layout.”
  • Press “Change Assignment.”
  • Choose the correct home page layout.
  • Check “Click-to-Dial Menu.”
  • Save.

Read more RingCentral for the Salesforce user guide or watch the RingCentral Salesforce integration video.

Conclusion

The Salesforce integration with RingCentral is a win-win solution that will not only help your sales and service team automate workflow and enhance internal efficiency, but also offer your customers a seamless experience and engagement.

As a Certified Salesforce Partner with years of implementation, consulting, and development experience, Ergonized offers comprehensive Salesforce-related services, from consulting to support. Whether you need support in integrating RingCentral and Salesforce or the help of experts to integrate Salesforce with other platforms, Ergonized is ready to help you without any delay.

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Written by

Dmitriy Ogol

Experience in various CRM systems as Zoho, SugarCRM, Hubspot and Pipedrive helped to reach the right expertise level in the CRM systems, which, consequently, lead to significant Salesforce potential. So now, Dmitriy helps to create various solutions on the Salesforce platform.
Starting from 2008, Dmitriy helps in the development of CRM solutions for such industries as Real Estate, Marketing, Insurance and Healthcare.

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