08/31/18 23:28 PM  

RingCentral for Salesforce App - Troubleshooting Guide

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SummaryThis article provides information on how to troubleshoot the RingCentral Salesforce app. The RingCentral for Salesforce App 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


1. Why can't I see RingCentral for Salesforce when I log in to Salesforce? Does it require special permissions?
2. Why can't I see a new tab or window opening on incoming calls?
3. Can I use RingCentral for Salesforce across multiple Salesforce.com instances (or “orgs”)?
4. Can I use RingCentral for Salesforce across multiple browsers (Internet Explorer and Firefox, for example)?
5. The incoming call features are not working when I make a call to myself. Is this normal?
6. Why is it that I can see some phone numbers in Salesforce, but the click-to-call icon is not displayed?
7. How do I disable this feature?
8. What Operating Systems are supported?
9. What browsers are supported?
10. On logging into RingCentral for Salesforce, I am getting this error message: “Your RingCentral Office edition does not support Salesforce Integration—please call your RingCentral account representative to upgrade your RingCentral Office edition.” What is that?
11. Why are incoming calls not notified in the Salesforce interface even if everything is set up correctly?
12. Why are the search results not displaying the records that match the caller ID?
13. Why are the Call with RingCentral and SMS with RingCentral buttons not available in Salesforce1?



1. Why can't I see RingCentral for Salesforce when I log in to Salesforce? Does it require special permissions?

No, RingCentral for Salesforce does not require any special permissions and it should work for all user profiles. Please ask your System or Salesforce Administrator to ensure that you are a member of the Call Center and to ensure that no other components on the page are interfering with the operation of RingCentral for Salesforce.


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

Ensure the pop-ups are not blocked by your browser settings or some other pop-up blocker software installed on your desktop. Refer to your browser's support page to learn how you can unblock pop-up windows on your browser.


3. Can I use RingCentral for Salesforce across multiple Salesforce.com instances (or “orgs”)?

Yes, you can. You will need to contact your Salesforce Administrator to setup and enable RingCentral for Salesforce for each of your orgs.


4. Can I use RingCentral for Salesforce across multiple browsers (Internet Explorer and Firefox, for example)?

RingCentral for Salesforce can be used across as many browsers as you want, so long as the user is not logged in to two or more browsers simultaneously. This means that the user cannot be logged into Salesforce.com on Internet Explorer and Firefox at the same time. Simultaneous logins are not supported.


5. The incoming call features are not working when I make a call to myself. Is this normal?

This behavior is expected, as calls from your own extension to your own extension will not appear in this App.


6. Why is it that I can see some phone numbers in Salesforce, but the click-to-call icon is not displayed?

It may be due to some customizations made for your Salesforce account. Please contact your System or Salesforce Administrator.


7. How do I disable this feature?

You will have to make a request to your System or Salesforce Administrator to have you removed from the Call Center profile list.


8. What Operating Systems are supported?

The following Operating Systems are supported:

Windows 7 or higher
Mac OS X 10.8 or higher


9. What browsers are supported?

RingCentral for Salesforce supports the following browsers:

Google Chrome 56+
Mozilla Firefox 52+
Microsoft Edge
IE 11


10. On logging into RingCentral for Salesforce, I am getting this error message: “Your RingCentral Office edition does not support Salesforce Integration—please call your RingCentral account representative to upgrade your RingCentral Office edition.” What is that?

Salesforce integration is available for RingCentral Office Premium and Ultimate Edition users. Please check with your RingCentral administrator or contact your RingCentral representative to get more information about this feature.


11. Why are incoming calls not notified in the Salesforce interface even if everything is set up correctly?

There should be at least one tab in the browser should be displaying the RingCentral for Salesforce interface for incoming calls to be notified.


12. Why are the search results not displaying the records that match the caller ID?

Check the format of the phone number in Salesforce. Ensure the format is standardized per Salesforce features.


13. Why are the Call with RingCentral and SMS with RingCentral buttons not available in Salesforce1?

Please contact your Salesforce Administrator to check if the actions are added to the Page Layouts.

 

See Also:


RingCentral for Salesforce App | Use
RingCentral for Salesforce App | Set up
RingCentral for Salesforce App - Prerequisites
RingCentral for Salesforce App - Log in
RingCentral for Salesforce App - Access and Configure Options
RingCentral for Salesforce App - Place Calls
RingCentral for Salesforce App - Receive Incoming Calls
RingCentral for Salesforce App - Compose Text Messages
RingCentral for Salesforce App - View Messages
RingCentral for Salesforce App - View Activity Reports

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