RingCentral Integration With Zoho Desk

RingCentral Integration With Zoho Desk

Unlike the regular on-premise systems, RingCentral is a Cloud phone system. It helps you to know the help desk related information about your caller and also make calls to your contacts inside help desk. Once you integrate RingCentral with Zoho Desk, you can:
  • See the details of the Zoho Desk contact when you receive an incoming call via RingCentral.
  • Add a new contact for calls received from Unknown Callers.
  • Calls made or received via RingCentral are automatically logged when you associate them with tickets.
  • All unanswered or missed calls are automatically created as tickets.

Note:
  • RingCentral integration is available only in the Professional and Enterprise editions of Zoho Desk.
  • For this integration to work, you must have a RingCentral account.
  • You must also have the RingCentral softphone installed on your device.
  • Only an administrator of a Zoho Desk account can enable the RingCentral Integration.
  • Once enabled, the integration is activated for all agents. Agents are required to log in to RingCentral with their unique credentials.

Setting up RingCentral Integration
The RingCentral Integration setup includes two steps:
  1. Enable RingCentral integration
  2. Log in to your RingCentral account in Zoho Desk

Enabling RingCentral Integration
To begin with, you must enable the RingCentral integration in Zoho Desk.

            

To enable RingCentral integration:
  1. Click the Setup icon (  ) in the top bar.
  2. In the Setup Landing page, click Phone under Channels.
  3. Click the RingCentral widget.



  4. In the RingCentral page, set your preference to be able to create tickets from missed calls.
    You can create tickets for all missed calls, inbound missed calls or outbound missed calls.
  5. Click Enable Integration.
Note:
  • After clicking Enable, please wait while the page refreshes automatically. Do not click anywhere else until the RingCentral Login screen appears.

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

       

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 Sign In page where you need to enter the login details and click Sign In.


You will be logged into your RingCentral account successfully.

Note:
  • If you would use the RC toll-free number of your organization, please enter the extension number.
  • Your agents can click on their account Photo in the top right corner and then click Login alongside RingCentral to access the login screen.

Setting your RingCentral Status
The RingCentral status controls your availability to answer calls inside Zoho Desk. There are the two primary statuses:
  • Online: Available to make/receive calls
  • Do Not Disturb: Not available to answer calls



There are two more options listed under the status menu that aren't exactly states but actions related to RingCentral. They are:
  • Preferences: You can select the RingCentral phone number to be used for making outbound calls



  • Logout: You can log out of RingCentral inside Zoho Desk. And no, it doesn't log you out of the RC softphone
To set your RingCentral status:
  1. Click on your account Photo in the top right corner of your help desk.
  2. Select the status drop-down menu corresponding to RingCentral.
  3. Select Online or Do Not Disturb as your phone status.
Your settings will be saved instantaneously.

Browser Calling for RingCentral
Browser calling for RingCentral allows you to make calls directly from Zoho Desk without having to toggle between your help desk account and RingCentral. WebRTC plugins are installed to give hassle-free browser calling, and a real-time communication will be established with the end user. You need to choose the Browser option from the call preferences pop-up to make calls through your browser.

You can now make calls directly from your browser without having to use a softphone. This also allows you to directly attend the incoming calls within your help desk.

Note:
  • Mute, Unmute and Dialpad functionalities will only be included in the pop-up, if you choose the Browseroption.
  • Please refer to network requirements before choosing the Browser option.
  • Browser calling will be supported only in Chrome 29 and above and Firefox 47 and above versions.

Disable RingCentral Integration
The RingCentral Integration can be disabled at any time. Only the administrator of a Zoho Desk account can disable the integration.
To disable RingCentral integration:
  1. Click the Setup icon (  ) in the top bar.
  2. In the Setup Landing page, click Phone under Channels.
  3. In the RingCentral page, hover your mouse pointer over the RingCentral widget.


     
  4. Click Disable Integration.
Note:
  • On disabling the RingCentral integration, you will no longer be able to make calls in Zoho Desk via RingCentral.
  • Once disabled by the administrator, the integration is disabled for all agents in the help desk account.
  • Call details entered before the integration is disabled will remain intact.

Frequently Asked Questions
  1. Unable to login to RingCentral. It shows an “Invalid username or password” error.
    • You have not entered the country code with the number.
      For example, a US RingCentral number should be entered as +1 followed by the number. (+1xxxxxxxxxx)
    • The credentials are wrong.
      In this case, please double check the RC credentials and try again.

  2. Cannot make outbound calls via RingCentral in Zoho Desk.
    • You may have logged into RingCentral softphone on multiple devices. 
      In this case, log out of your softphone(s), de-authorize the PC name for the primary and secondary PC names, and log back into the softphone on the primary digital line device. This is a limitation on RingCentral’s front when it comes to third party integrations.
    • You may not have logged into the softphone on the device associated with the primary digital line. 
      In this case, please log into the softphone on the device associated with the primary digital line and try click-to-call.

  3. Not receiving caller details for incoming calls in Zoho Desk.
    • You may have used the main company number without the extension to log into RingCentral inside Zoho Desk.

  4. Change my Outbound Caller ID for calls made via RingCentral in Zoho Desk. 
    • You must set the Outbound called ID in RingCentral’s Web Application. To do this:

      • Click Phone System > Users > (Select User) > Outbound Caller ID > By Feature
      • Select the required number under Ringout from Web.
        The chosen number will be displayed as the Caller ID for all calls made from Zoho Desk via RingCentral.


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