09/12/18 19:09 PM  

Directory Sync - Frequently Asked Questions | RingCentral Contact Center

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SummaryRingCentral Contact Center Directory Sync is a RingCentral Contact Center feature that allows Contact Center agents to consult / transfer calls to any RingCentral Office extension available on the account’s corporate directory.  This article answers the frequently asked questions and solutions to issues encountered regarding Directory Sync RingCentral Contact Center.
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Directory Sync - Frequently Asked Questions

 

1. How to enable the Directory Sync feature?

To enable Directory Sync on your account, open a case on the support site or contact RingCentral Customer Support.

2. How to restrict Directory Sync to selected RingCentral Office extension ranges only?

Yes. If you don’t want all RingCentral Office extensions to appear in Contact Center agent address books you can open a case on the support site or contact RingCentral Customer Support and choose one of the options below:

• Sync all extensions (default)
• Sync listed extension only (provide the list to include)
• Exclude listed extension from sync (provide the list to exclude)


3. Corporate Directory entries not showing in my agent console’s address book

Directory Sync feature is not enabled for your Contact Center account. Directory Sync feature requires some configuration effort and is not enabled on RingCentral Contact Center accounts by default. To enable Directory Sync on your account, open a case on the support site or contact RingCentral Customer Support.

4. Corporate Directory entries not showing in my agent console’s address book (Directory Sync enabled)

Directory Sync runs on a scheduled basis at specified time. As a result, it may take time for address books to get in sync. Default sync is daily at 2:00 am US/Mountain Time.

5. Corporate directory not showing complete list in my agent console’s address book.

Some corporate directory entries expected to be synced are unsupported. Directory Sync serves only RingCentral address book entries of certain types, namely:

1. User
2. Department
3. Announcement Only
4. Voicemail Only
5. Shared Lines Group.

Entries of other types (e.g. Paging Only) are not subject to sync and will hence not appear in agent console’s address books.

6. Agent console’s address book not showing the changes to my RingCentral directory.

Next scheduled sync operation hasn’t run yet.  Directory Sync runs on a scheduled basis at specified time. As a result, it may take time for address books to get in sync.

7. Directory Sync Configuration section does not appear on the RingCentral Service Website

That is expected - there’s none. To enable Directory Sync on your account, open a case on the support site or contact RingCentral Customer Support.



See also:
Directory Sync - Overview | RingCentral Contact Center
Team Sync - Overview | RingCentral Contact Center
Team Sync - FAQ | RingCentral Contact Center

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