11/02/17 18:23 PM  

Using the RingCentral for Salesforce App

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SummaryHow do I log in to the RingCentral for Salesforce App using my computer browser? What are the requirements needed to use the RingCentral Salesforce app on my computer? How do I use the Salesforce app?
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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. This article shows how Users can use the app.

NOTE: Salesforce CRM Integration is only available for Office Premium and Ultimate customers. 

IMPORTANT: When you have RingCentral for Salesforce version 5.7 installed, both the RingCentral for Salesforce Classic and Lightning will work in Salesforce. Check Setting up the RingCentral for Salesforce app to learn how you can install the latest version.

This article shows how Users can log in to RingCentral for Salesforce, how the App options can be accessed and configured, and how the App works.

Click on links below to learn more:

Prerequisites

Make sure the following items are all set for optimal user experience:

1. Updated browser:

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

2. Your browser has its pop-up blocker disabled for the Salesforce.com site.  

3. The latest RingCentral for Salesforce App version installed.

Go to the Salesforce AppExchange page to download the latest version. Check the installation guide for instructions on how to install the app.

NOTE: RingCentral for Salesforce App version 4.3 or higher is needed to be able to use the Business SMS feature.
Both the RingCentral for Salesforce Classic and Lightning work in their Salesforce instance when RingCentral for Salesforce App version 5.0 or higher is installed.

4. You have set the correct number as your RingCentral Direct Number — you will be making and receiving calls from this number through the Salesforce.com interface.

NOTE: To find out what your RingCentral Direct Number is, log in to your RingCentral Online account.
Go to My Settings > Phones and Numbers > Direct Numbers.

5. Login to Salesforce.com through the browser since the App only works while the user is logged in to Salesforce.com. Use your RingCentral Direct Number for the username and your RingCentral password.
 

Log in to RingCentral for Salesforce through Salesforce.com. Use your RingCentral Direct Number for the username and your RingCentral password.

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Logging in to the RingCentral for Salesforce app

Step 1:

Open the Salesforce login URL on your browser.

Step 2:

In Salesforce Classic view, click the arrow to open the sidebar. 

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In Salesforce Lightning view, click on the RingCentral button. 

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Step 3: 

Click on the Sign In button. 

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Step 4: 

Provide your RingCentral credentials, and then click Log In

• Country
• RingCentral Direct Number or main company number
• Extension number
• RingCentral account password.

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Step 5: 

First time log in: The Setup screen will appear so you can select your preferred settings for the following: 

• Outbound Dialling Option
• Region
• Logs
• CTI pop (Salesforce Lightning view only)

For more information, scroll down or go to Accessing and Configuring Options.

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Accessing and Configuring Options

The Options menu can be accessed by clicking the on gear icon.

Lightning viewClassic view
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This Setup menu lets you configure the following. Click on links below to learn more:

Outbound Dialing Option 
Region 
Logs 
CTI pop (Salesforce Lightning view only)

NOTE: Your preferences are cleared when you log out of the RingCentral for Salesforce app but will persist if you log out from the Salesforce instance without logging out from the application.
 
Lightning viewClassic view
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Outbound Dialling Option

NOTE: Your preferences are cleared when you log out of the RingCentral for Salesforce app but will persist if you log out from the Salesforce instance without logging out from the application. 

Call with Softphone

Selecting this option opens the RingCentral for Desktop app so you can make a call. If you select this option, make sure that the RingCentral Desktop app is installed, running and logged in using the same login credentials.

Connect from a different phone

When this option is selected, you will be prompted to enter a phone number. When an outbound call is made, RingCentral will call the phone number you entered before connecting the called party.

Calling Press 1 to start a call

When you make an outgoing call from your specified phone number, RingCentral will first call you at your number. Checking this option will require you to press 1 before the call is connected to the other party. If this option is not enabled, RingCentral will call your number and the dialed number simultaneously.

Lightning view
Classic view
User-added imageUser-added image

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Region

Set the country where you are physically located in. This country code will be used for local dialing. If you select US/CA as your country, you will need to further specify an area code before you could dial a 7-digit local phone number.  

Lightning view
Classic view
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Logs

There are 2 Logs options that can be enabled to automatically create call and SMS logs. Enable or disable the following settings under the Logs section:

Auto-create Call Logs

When this option is selected, a call log will automatically be saved to Salesforce.com for any inbound or outbound call. The log will be updated whenever you type notes or change the related objects. If auto-creation of call logs is disabled, the log will be created or updated only when you press the Save Log button. When this option is unchecked, a call log will only be created if you press the Save button in the logging area during or after the call.

Auto-create SMS Logs

RingCentral automatically creates a call log in the Activity History for SMS conversations when this option is enabled. The messages exchanged with the same contact/lead/opportunity within the same day will be saved within one log. If this option is not selected, an SMS log will only be created when you click Save when viewing the SMS conversation. 

Lightning view
Classic view
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CTI pop

There are 2 Logs options that can be enabled to configure the RingCentral for Salesforce app's behavior when incoming calls arrive and when ending calls when in Salesforce Lightning view. Enable or disable the following settings under the CTI pop section:

Auto-pop minimized CTI on incoming calls

The RingCentral for Salesforce app in Lightning view is minimized by default. When this option is selected, the app will automatically appear when an incoming call arrives. 

Auto-hide CTI when call ends

When this option is selected, the app will automatically close/minimize when a call ends. 

Lightning view
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Placing Calls

You can place a call using RingCentral for Salesforce in 2 ways. Click on links below to learn more:

Typing the number to call using the dial pad
Using the click-to-dial feature 
 

Typing the number to call using the dial pad

Use the keys on the dial pad or type the number you will be calling on the To: box.

Salesforce Lightning view

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Salesforce Classic view

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Using the click-to-dial feature 

The example below shows steps for placing calls with the RingCentral for Salesforce app's Outbound Dialling option set to Call with Softphone. For more information the RingCentral for Salesforce  app's outbound calling behavior, go to Outbound Dialling Option.

Step 1: 

Click the number of the contact or lead that you want to call. Look under the PHONE column then click the number to call.

Salesforce Lightning view

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Salesforce Classic view

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Step 2: 

In the pop-up window, click Open URL:rcmobile Protocol. You may also opt to select Remember my choice for URL:rcmobile Protocol links to prevent this pop-up from displaying every time you initiate click-to-dial from Salesforce. 

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Step 3: 

The RingCentral Desktop app will open and automatically dial the number. The RingCentral for Salesforce app will indicate the status of the outbound call and allow you to log the call.
 
Salesforce Lightning view

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Salesforce Classic view

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NOTE: If you select to Connect from a different phone, RingCentral will first call you at your specified number and will then connect you to the number that you intended to call. The RingCentral for Salesforce app will start showing a call timer and an area where you can take call notes and log the call as soon as the outbound call is initiated. The Outbound call status will change to Answered once you have picked up the call and you may be prompted to press 1 before the call is connected to the other party depending on your settings. For more information the RingCentral for Salesforce  app's outbound calling behavior, go to Outbound Dialling Option.

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Placing an International Call

When placing international calls or calls to a destination outside your home country, it is important to make sure that there is a country code on the number to call. If you need to click-to-dial an international number, the country code should be part of the phone number, as shown in the image below.

International call number format

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Receiving Incoming Calls

RingCentral for Salesforce sends a notification when you receive an incoming call. Your other phones will also ring, depending on how your RingCentral Phone system is configured. The call timer starts as soon as the call is picked up on your device or desk phone. The layout changes to give you the option to log the call. No notification is displayed on your RingCentral for Salesforce when the call goes directly to voicemail without ringing any of your RingCentral phones.

You have the option to log incoming calls. This does not affect the actions you take on your phone, such as accepting the call, rejecting the call, putting the caller on hold, and hanging up the call, and will not impact your call logging experience in Salesforce.

In order to save the log as a related activity, you need to select the appropriate Salesforce entity and click the Save Log button after finishing the required call log information.

Lightning view
Classic view
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Related Search

Whenever there is an incoming call, the application searches Salesforce for matching records. Depending on the settings of your SoftPhone Layout in Salesforce, you will see the results in either the same window or a new window. If there is only one matching record, the detail page of that record will be displayed.

If there are multiple records, you will see the search page listing all of the matching records. These settings can be changed or updated only by your Salesforce Administrator.

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Composing Text Messages

Click Compose Text icon in the navigation bar. Select which of your numbers you wish to send the text to. Enter the To phone number and compose the text message. Then click the Send button.

Lightning viewClassic view
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The sent message will be displayed in the conversation area.

Lightning viewClassic view
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NOTE: To save messages as related activities, if you have Auto-create SMS Log turned on, the messages will be logged the moment it Is successfully sent/received. Once you log in the RingCentral for salesforce app, all the history messages will be logged as well. If you wish to create log for a message conversation and the Auto-create SMS Log is turned off, go the message conversation details page and click the Save icon.
 

Viewing Messages

The Messages tab displays all the messages that you have sent or received for the past 7 days. 

The Messages tab

Lightning viewClassic view
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Conversation Details

Click a message to view the conversation details; click the information button User-added image to view the contact details. You can respond to the message from the same screen — type a message on the space provided, then click Send.

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Contact Details

Click the information button User-added image to view the contact details.

 Contact's Name and Phone number
Message received/sent date and time

If it is an Unknown Number, you could create a Salesforce object for it, or link it to any existing account/contact/lead/opportunity.
 
Create New Contact - opens the Salesforce New Contact page with the phone number pre-populated on the phone field.
Create New Lead - opens the Salesforce New Lead page with the phone number pre-populated on the phone field.
Create New Opportunity - opens the Salesforce New Opportunity page with the phone number pre-populated on the phone field.
Link to Contact/Lead/Opportunity - opens the Salesforce Search Results page with the phone number populated as search criterion.
 
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New Message Indicator

When you receive a new message, the Messages screen displays an indicator as a number in a red field. The number indicates the total number of messages that are unread.

The image below shows the New Message Indicator in the Classic view.

Lightning viewClassic view
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Viewing Activity Reports

Click My Calls at the bottom of the Dialer tab to view your Call Reports.

Click My SMS at the bottom of the Compose Text and Messages tabs to view SMS Reports.

Clicking these links take you to the Lightning REPORT page as shown in the image below.

Activity Reports - Lightning View

You can set the view of your Reports by using available Options and filters. You can also customize, save, delete, print, export and subscribe to your Reports.

Reports Options - Lightning View

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Troubleshooting Guide for Users

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:

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

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