08/31/18 19:36 PM  

RingCentral for Salesforce App - Troubleshooting Guide | Admin

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SummaryThis article provides information on how to troubleshoot the RingCentral for SalesForce app. RingCentral for Salesforce provides seamless integration between Salesforce.com and your RingCentral services to enable improved customer retention, greater agent productivity, and advanced business processes.
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RingCentral for Salesforce App - Troubleshooting Guide for Administrators


1. RingCentral for Salesforce is not visible for some profiles, does it require any special permission?

2. Why can't users see a new tab or window opening during incoming calls?

3. How can I disable this feature?

4. What browsers are supported by the app?

5. Upon logging in to RingCentral for Salesforce, Users are getting the error message, "Your RingCentral edition does not support Salesforce Integration - please call your RingCentral account representative to upgrade your RingCentral edition." What does it mean?

6. Some of the Users are getting the message, "Insufficient Privileges." How can this be fixed?

7. Click to Dial is not working for some or all of the Users. How do I fix it?

 

1. RingCentral for Salesforce is not visible for some profiles, does it require any special permission?

RingCentral for Salesforce does not require any special permissions and it should work for all out-of-the-box profiles. First, ensure that the relevant Users have been added to the Call Center as described in Adding Users to the Call Center section.

It is also possible that there is a custom component in the sidebar layout and the JavaScript in those components is interfering with RingCentral for Salesforce.  

To resolve this issue, temporarily remove all customizations that have been applied to the sidebar component. Once you see RingCentral for Salesforce rendered properly, add your custom components back one by one so you can pinpoint which bit is creating the issue. Once you find the component causing the problem, contact the developer of that component to fix the issue.
 

2. Why can't users see a new tab or window opening during incoming calls?

Please ensure that the pop-up is not blocked by browser settings or by some other pop-up blocker software installed on your desktop.
 

3. How can I disable this feature?

You can do this by removing the Users from RingCentral for Salesforce Call Center profile.
 

4. What browsers are supported by the app?

The following browsers are supported by the App:

• Internet Explorer 11 + (Windows 7, 8 or higher)
• IE Edge 38+ (Windows 7, 8 or higher)
• Firefox 52+ (Windows, Mac)
• Chrome 56+ (Windows, Mac)
 

5. Upon logging in to RingCentral for Salesforce, Users are getting the error message, "Your RingCentral edition does not support Salesforce Integration - please call your RingCentral account representative to upgrade your RingCentral edition." What does it mean?

Not all RingCentral editions have the ability to use this feature of Salesforce integration. You may have to upgrade your account to be able to use this feature. Please contact your RingCentral representative to get more information.
 

6. Some of the Users are getting the message, "Insufficient Privileges." How can this be fixed?

These Users require access to the RingCentral Visualforce page in their profile. To enable this access, go to the User’s profile. You will find a section called Visualforce Page Access. Ensure that the page RingCentral_OpenCTIIndex is included in this profile.
 

7. Click to Dial is not working for some or all of the Users. How do I fix it?

First, go to App Setup > Call CenterCustomize Call Centers and verify that the CTI Adapter URL is pointing at: 
/apex/RingCentral_OpenCTIIndex#/

If it is not pointing to the URL above, then change it to that URL and see if that fixes the issue. If the issue persists, ensure the Users do not have other apps that are handling click-to-dial calls, like InsideSales_PowerDialer.

 

See Also:


RingCentral for Salesforce App | Set up
RingCentral for Salesforce App | Use
Using the RingCentral Salesforce1 Mobile app 
RingCentral for Salesforce App - Install
RingCentral for Salesforce App - Configure Call Center
RingCentral for Salesforce App - Add Users to Call Center
RingCentral for Salesforce App - Set up Softphone Layout
RingCentral for Salesforce App - Launch in Lightning View
RingCentral for Salesforce App - Set up Preset Call Dispositions
RingCentral for Salesforce App - Share Report Folders with Users
RingCentral for Salesforce App - Access Admin UI 
RingCentral for Salesforce App - Allow Users to access Call Recordings
RingCentral for Salesforce App - Add Call and SMS options

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