03/27/18 19:28 PM  

Setting up the RingCentral for Salesforce App

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SummaryHow do I install and set up RingCentral for SalesForce? What are the benefits of using the Salesforce app?
Details

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. The App enhances your CRM experience with integrated cloud business communications, improving workforce productivity, increasing call efficiency, and enhancing customer interaction.

IMPORTANT: The RingCentral for Salesforce Classic and RingCentral for Salesforce Lightning are both available in the app version 5.7. RingCentral for Salesforce version 3.40 and higher includes Salesforce1.

This article shows how System Administrators or Salesforce Administrators can set up the Salesforce.com instance to enable the Users to use RingCentral for Salesforce within their Salesforce.com interface. 

Click on links below to learn more:

More information about the App can be found on the following pages:

Administrator Guide for Salesforce Classic
Administrator Guide for Salesforce Lightning
RingCentral for Salesforce User Guide
RingCentral Guides and Videos 


Features and Benefits

Available in both Classic and Lightning view of Salesforce.com.
Works on any browser, and on both PC and Mac.
Works with Salesforce Sales Cloud, Service Cloud and Desk.com.
Call leads and customers from within Salesforce, using the dial pad or by simply clicking any phone number in Salesforce.
You can use the RingCentral for Salesforce app with any RingCentral endpoint, including a desk phone, the RingCentral Phone for Mobile, or the RingCentral Deskphone app.
Instant screen pop displaying the caller’s information as soon as a call arrives.
Log notes during or after call and switch between browser tabs to work on multiple interactions.
Automatic call dispositions for quick call logging.
Easily send and receive text messages to your Contacts/Leads/Opportunities within the App.
Accurate call logs and SMS logs saved to the corresponding record.
Create new records, such as Accounts, Contacts, and Leads, during a call or while having SMS conversations.


Setting up the RingCentral for SalesForce App

Setting up RingCentral for Salesforce involves the following actions that need to be done in order for the app to work:

Setting up the Call Center
Setting up SoftPhone Layouts in Salesforce
Launching the App in Lightning View
Setting up Preset Call Dispositions
Sharing the Report Folder with Users
Accessing the AdminUI
Allowing Users to access Call Recordings
Adding RingCentral Call and SMS Options to Salesforce1 
 

Setting up the Call Center

The steps below are required to enable the app for the selected Users:

Installing the RingCentral for Salesforce App 
Configuring the Call Center 
Adding Users to the Call Center 
 

Installing the RingCentral for Salesforce App

IMPORTANT: The steps below will guide you on the initial installation of RingCentral for Salesforce app. If you want to upgrade the current installation of the RingCentral for Salesforce app, follow the upgrade procedures found in Upgrading to the Latest Version of the RingCentral for Salesforce App.


Step 1:

Open the Salesforce AppExchange page.


Step 2:

Click Get It Now.

Click Get it Now.


Step 3:

Click Log in to the AppExchange.

Click Log in to the AppExchange.


Step 4:

Log in as an Administrator to Salesforce.com.

Log in as an Administrator to Salesforce.com.


Step 5:

Click Install in production.

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Step 6:

Right click and open the customization guide in a new tab on your browser.
Review the customization guide to familiarize yourself with the installation and configuration steps for this application.

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Step 7:

Click I have read and agree to the terms and conditions, then click Confirm and Install.

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Step 8:

Select Install for All Users, then click Install.

NOTE: Selecting this option ensures configuring the call center will go smoothly.

Click Install for All Users, then click Install.


Step 9:

Click Done.

Click Done.

[Back to Setting Up the RingCentral app for SalesForce]
[Back to Quick Links
 

Configuring the Call Center 

Users will not have access to RingCentral for Salesforce until the administrator adds them to the Call Center as detailed below.


Step 1:

Go to Setup > Visualforce Pages, then click the preview icon next to the OpenCTIIndex999 page.

Go to Setup > Visualforce Pages, then click the preview icon next to the OpenCTIIndex999 page.


Step 2:

After the page opens in new tab or window, copy its URL (until # symbol). 

NOTE: You may see a different URL from the example below. The URL is different per Salesforce user organization. 

For example, if full URL is: 

https://rcsfl.na73.visual.force.com/apex/OpenCTIIndex999#/dialer

you should take

https://rcsfl.na73.visual.force.com/apex/OpenCTIIndex999


Step 3:

Go to Setup Home > Call Centers.

Select the call center Cloud Phone App, then click Edit.


Step 4:

Paste the URL from the OpenCTIIndex999 page to CTI Adapter URL field, then click Save.

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[Back to Setting Up the RingCentral app for SalesForce]
[Back to Quick Links
 

Adding Users to the Call Center

Users will not have access to RingCentral for Salesforce until the administrator adds them to the Call Center as detailed below.


Step 1:

Go to Setup, search for Call Centers using Quick Find, then click Call Centers.

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Step 2:

Click Cloud Phone App.

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Step 3:

Click Manage Call Center Users.

NOTE: It is not necessary to edit the Call Center definition.

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Step 4:

Click Add More Users.

NOTE: You cannot add Users that are already added to another call center. Please remove them from that call center before you can add them in the Cloud Phone App.

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Step 5:

Select Filters, then click Find.

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Step 6: 

Select a User, then click Add to Call Center.

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The User is now added and can already use the RingCentral for Salesforce.

[Back to Setting Up the RingCentral app for SalesForce]
[Back to Topics
 

Setting up Softphone Layouts in Salesforce 

Configuring the SoftPhone Layouts involves the following steps to enable specific feature behaviors:

Setting up a SoftPhone Layout
Assigning the SoftPhone Layout to Users 
 

Setting up a SoftPhone Layout 


Step 1:

From the left-hand side menu, under Setup, use Quick Find to search for SoftPhone Layouts, and then click on SoftPhone Layouts.


Step 2:

Click New.

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Step 3:

In the Name field, type RingCentral SoftPhone Layout, then select the Is Default Layout checkbox to make it the default layout for all Users.

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Step 4:

Scroll down and configure the following Screen Pop Settings — click Edit to expand the options for each setting.

• Screen pops open within - Choose whether you prefer screen pops to appear in a new window or to overwrite the existing Salesforce.com window when a new call arrives.

• No matching records - Select Pop to New if you prefer a new record to be created if there is no match on an inbound call. Click the drop-down box across Pop to New to select the appropriate object you want to be created when there is an incoming call from a number that does not match any existing record.

• Single-matching record - Select Pop detail page.

• Multiple-matching records - Select Pop to search page.

NOTE: Open CTI for Lightning Experience does not support the softphone layout field Screen pops open within when the value is New browser window or tab. In Lightning Experience, the default value is Existing browser window. More information is available from the Open CTI Developer Guide.

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Step 5:

Click the Save button at the top.

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[Back to Setting Up the RingCentral app for SalesForce]
[Back to Quick Links
 

Assigning the SoftPhone Layout to Users

Click SoftPhone Layout Assignment to assign the newly created layout to relevant profiles.

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[Back to Setting Up the RingCentral app for SalesForce]
[Back to Quick Links
 

Launching the App in Lightning View

To switch to Lightning view from Salesforce Classic, hover on your name, and then click Switch to Lightning Experience

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Launch the RingCentral for Lightning app from either the App Launcher to access the RingCentral dialer or customize any Lightning app's Utility Bar, then add Open CTI Softphone.

Launching the RingCentral for Lightning App
Adding the Open CTI SoftPhone to your Lightning App 


Launching the RingCentral for Lightning App


Step 1:

Go to the App Launcher User-added image.

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Step 2:

Click RingCentral for Lightning.

After Salesforce refreshes a Phone button appears at the bottom of the page.

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Click the RingCentral Phone button to view the RingCentral app.

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[Back to Quick Links]
 

Add Open CTI SoftPhone to your Lightning App


Step 1:

You can add CTI to any of your Lighting apps. Click the Gear icon User-added image, and then go to Setup.

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Step 2:

You can use the Quick Find field to search for App Manager or you can go to Platform Tools > Apps > App Manager.

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Step 3:

Click the drop-down arrow on the Lightning app to be added to the RingCentral app, then click Edit.
For this example, we will add the Open CTI Softphone to the Sales app.

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Step 4:

Open the Utility Bar tab, then click Add.

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Step 5:

Click Open CTI Softphone from the list.

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Step 6: 

Click Save, and then click Done.

In the previous example, we added the Open CTI Softphone to the Sales app. Launch the Sales app from the App Launcher. The RingCentral app will be displayed in the Utility Bar.

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[Back to Quick Links]
 

Setting Up Preset Call Dispositions

Call dispositions are labels or activity codes that describe the outcome of a call. RingCentral for Salesforce includes the capability to provide a list of preset call dispositions to your end Users to make logging calls quick and easy. These dispositions appear in a drop-down list under the Subject area of the Call Log and are gathered from the Subject picklist on the Salesforce.com Task object

Preset Call Dispositions


Step 1:

If you are in Salesforce Lightning Experience view, Switch to Salesforce Classic.

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Step 2:

Click Setup, and then type "activities" on Quick Find/Search.

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Step 3:

Click on Task Fields. (Path: Customize > Activities > Task Fields)

NOTE: Adding or editing picklist values here will instantly modify the dispositions available to users.

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Step 4: 

Under the Task Standard Fields, select Subject.

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Step 5: 

Under the Task Subject Picklist Values, click New to add a disposition, Edit to replace an existing one or Delete to remove a disposition. You may also Replace or Reorder your preferred entries.

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[Back to Quick Links]
 

Sharing Report Folders with Users


Step 1:

If you are in Salesforce Lightning Experience view, Switch to Salesforce Classic.

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Step 2:

Click the Reports tab.

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Step 3:

Find the Cloud Phone Report folder in the report folders.
When you hover your mouse pointer on Cloud Phone Report, you will see a small Pin button User-added image with a drop-down menu. Click the pin icon, and then click Share.

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Step 4: 

In the new modal window, you can click on Users to share the report with specific users or click Public Groups to select a group of users in your organization.

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Step 5:

For this example, we want to share the report to the Entire Organization. Click the Share button. 

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Step 6: 

Under the Access column, click on the drop-down menu to select the level of access to be granted, then click Done.

Viewer: View, refresh, run.
Editor: Viewer plus edit, move, save, and delete.
Manager: Editor plus share and rename folder.

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Step 7: 

The list of Users with access to the report is updated. Click Close

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[Back to Quick Links]
 

Accessing the Admin UI

The AdminUI is a VisualForce page created for you to do organization-wide settings for your RingCentral for Lightning app as Account administrator.

The page is accessible via the URL: /apex/rcsfl__adminUI999.

For example, if your Salesforce instance home page is https://ap2.salesforce.com/home/home.jsp your AdminUI URL would be https://ap2.salesforce.com/apex/rcsfl__adminUI999

After you enter the URL, you will be prompted to press Initialize to go to the AdminUI.

Click on links below to learn more about the Admin UI:

Cloud Phone Settings
Person Account Settings 
 

Cloud Phone Settings

You can access the following on the Cloud Phone Settings page:

Admin UI

Auto Save Call Log Setting 

This section allows you to further define the Pop Settings you have previously made in Setup Home > Softphone Layout. It lets you set the screen pop whether to pop a matching Salesforce entity record when an inbound call is ringing or when the call gets answered.

Check Auto create call log on to automatically create a call log, then set when it will be logged. Otherwise, leave it unchecked. This setting overrides the User's current settings on the app's Settings page.

Associate Call Log with Person Account

This section is hidden by default and can only be viewed when enabled by Salesforce Support. You are required to be a Salesforce partner to open a case requesting Salesforce Support to enable the Person Account. You need to provide the Salesforce Organization ID as the Organization ID which can be found by going to Settings > Company Information.

Log Customization

This section lets you add or remove call log fields by using the left/right arrows and also lets you set the order of the selected call log fields by using the up/down arrows. Click Save once settings are set. The call log UI of the RingCentral for Salesforce app should render these fields in the exact order they are listed in the Selected Fields box.

NOTE: The following field types are supported in Call Log: Lookup Relationship, Date, Date/Time, Picklist, Text, and Text Area.
 

Person Account Settings

In order to view the Associate Call Log with Person Account section under Cloud Phone Settings, the Person Account needs to be enabled by Salesforce Support. The Salesforce Organization ID needs to be provided when opening a case. This information can be accessed by going to Setup > Company Profile > Company Information as shown below.

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[Back to Quick Links]
 

Allowing Users to access Call Recordings

Administrators can allow Users to access Call Recordings by following the steps below:


Step 1:

If you are in Salesforce Lightning Experience view, Switch to Salesforce Classic.

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Step 2:

Click Setup, and then type "layout" on Quick Find/Search.

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Step 3:

Click Task Page Layouts (Path: Build > Customize > Activities > Task Page Layouts).

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Step 4: 

Look for the rc_sf_package, and then click Edit.

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Step 5: 

Click, hold and drag Call Recording into the Task Detail section as shown below.

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Step 6: 

Click Save.

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[Back to Quick Links
 

Adding RingCentral Call and SMS Options to Salesforce1

The options to Call with RingCentral and SMS with RingCentral can be added to the Account/Contact/Lead details tab in the Salesforce1 app.

Follow the steps below to add these options to the Accounts Page Layout.

Creating New Actions
Adding Actions to Salesforce1


Creating New Actions


Step 1:

If you are in Salesforce Lightning Experience view, Switch to Salesforce Classic.

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Step 2:

Click Setup, and then type "button" on Quick Find/Search.

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Step 3:

Click Task Buttons, Links, and Actions (Path: Build > Customize > Activities > Task Buttons, Links and Actions), and then click New Action.

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Step 4: 

Select Custom Visualforce as Action type.

Select Phone Numbers Account 999 [Phone_Numbers_Account_999] from the Visualforce Page drop-down list.

Enter Call with RingCentral as Label, then click Save.

Select Custom Visualforce as Action type.   Select Phone Numbers Account 999 [Phone_Numbers_Account_999] from the Visualforce Page drop-down list.   Enter Call with RingCentral as Label, then click Save.

[Back to Quick Links]
 

Adding Actions to Salesforce1


Step 1:

If you are in Salesforce Lightning Experience view, Switch to Salesforce Classic.

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Step 2:

Click Setup, and then type "page layout" on Quick Find/Search.

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Step 3:

Go to Build> Customize > Accounts > Page Layouts.

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Step 4:

To create a new layout, click Page Layout Assignment

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NOTE: To edit an existing layout, click the Edit button on the Account layout that you want to modify.


Step 5:

Select the Account Layout of the User Profile that needs to be changed.

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Step 6: 

Select the category Salesforce 1 & Lightning, then click, hold and drag Call with RingCentral into the Salesforce1 and Lightning Experience section as shown below.

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NOTE: You can re-arrange the buttons in the box under Experience Actions, where the first 4 items are shown in the bottom panel of the Salesforce 1 app. Salesforce 1 displays a total of 5 buttons to show: 4 experience action buttons and Show More button.


Step 7: 

Look for SMS with RingCentral, and then drag it into the Salesforce1 and Lightning Experience section as shown below.

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NOTE: You can re-arrange the buttons in the box under Experience Actions, where the first 4 items are shown in the bottom panel of the Salesforce 1 app. Salesforce 1 displays a total of 5 buttons to show: 4 experience action buttons and Show More button.


Step 8: 

Click Save.

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Step 9: 

Go to Salesforce1 and check an account’s details.

The Call with RingCentral and SMS with RingCentral buttons will be shown at the bottom.

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[Back to Quick Links
 

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

Using the RingCentral for Salesforce App 
Using the RingCentral Salesforce1 Mobile app 
RingCentral for Salesforce App Frequently Asked Questions 

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