09/12/18 21:14 PM  

Team Sync - FAQ | RingCentral Contact Center

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SummaryThis article answers the frequently asked questions regarding Team Sync RingCentral Contact Center.
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Team Sync - FAQ

 

1. How do I get Team Sync enabled?

Team Sync is available to any RingCentral Contact Center free of charge. To enable Team Sync on your account, open a case on the support site or contact RingCentral Customer Support.  


2. Can I restrict Team Sync to selected teams only?

Yes. If you don’t want all Contact Center teams to appear in RingCentral App as team chats, open a case on the support site or contact RingCentral Customer Support and specify the desired RingCentral App team chat to sync.


3. How do I add people to Contact Center team chats?

There are two ways of adding users to Contact Center team chats:

• Assign a Contact Center user to the corresponding team. In this case, the user will be added to the team chat in Glip automatically.

• Team members can also add Glip users directly to their team chat. In this case, the user will stay with the team until leaving it or being manually excluded.


4. Why are there no Contact Center team chats showing in Glip?

The reason may be one of the following:

Team Sync is OFF for your account. To activate Team Sync, open a case on the support site or contact RingCentral Customer Support.

• Team Sync is ON but hasn’t run for the first time yet.  Team Sync runs on a scheduled basis at specified time (default at 2:00 am US/Mountain Time). As a result, it may take time for RingCentral App team chats to get in sync with Contact Center teams.

Team Sync is restricted to selected teams only.  Team Sync gives you control over which teams will have RingCentral App team chats.  To check if  Team Sync is properly configured, open a case on the support site or contact RingCentral Customer Support.

•  Bot is not provisioned. To provision bot:

a. Login to https://pulse.ringcentral.com/.  Login with the RingCentral Office credentials.  
b. If Bot is not provisioned, you will login the second time to authorize bot manager.  Login with the RingCentral Office credentials and click Authorize button to provision bot.
c. The update will take effect after the regular daily Team Sync schedule.
 

5. There are many teams in my Contact Center, why do I see only one Contact Center team chat in RingCentral App?

That’s expected. A Contact Center user may belong to only one team - and, respectively, can be a member of only one Contact Center team chat.


6. Why does my Contact Center team chat appear under a different name?

The reason may be one of the following:

• Your Contact Center team has been renamed. All changes made to Contact Center teams are automatically mirrored to RingCentral App Team chat. If a Contact Center team is renamed, the corresponding RingCentral Team Chat will also change its name.

• Your Contact Center user has been moved to another team. All changes made to Contact Center teams are automatically mirrored to RingCentral Team Chat. If a Contact Center user is moved to another team, Team Sync will automatically move it to a different RingCentral App Team Chat.
 


7. Can Team Sync be used with RingCentral Pulse?

Yes. RingCentral Pulse can use RingCentral App Team Chats created by Team Sync to deliver Contact Center alerts to right people right when they need them. You will find Team Sync a valuable addition to RingCentral Pulse that saves you time maintaining your performance alerts.

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