Purpose: This article explains how to integrate RingCentral cloud communications services with your CRM.
TABLE OF CONTENTS
What is the RingCentral Integration?
We know how crucial it is to keep track of your clients' phone calls in your CRM. That's why we built the RingCentral plugin! By integrating your RingCentral account with Kizen's CRM, you can make outgoing and receive incoming calls, automatically link call logs to your contact records, and store those call recordings.
Note: You must have an existing RingCentral account to use this product feature.How to set up your RingCentral Integration
1. Navigate to fmo.kizen.com/marketplace.
2. Turn on the RingCentral App. (This is turned off by default.)
3. You'll see a blue phone icon show up on the bottom left of the screen. Click on the phone icon, and the RingCentral Dialer window will pop up.
Note: You can change the floating panel position on the screen by clicking and dragging the panel to a new location on your screen using ellipsis control in the image above.
5. Sign in to your RingCentral account.
5. Authorize Kizen to access RingCentral.
6. Pick a line if you have multiple phone numbers and accept an Emergency Calling Number.
7. You should now see the RingCentral Dialpad floating window and you can make or receive calls without leaving your CRM!
Key Features
The RingCentral Integration enhances your CRM experience by automating workflows, increasing call efficiency and improving the quality of customer interactions, quickly assigning call dispositions, logging calls, taking notes and more, without jumping back and forth between applications.
Click-To-Call
You can make calls from within your CRM by clicking on any phone number, saving time and improving call efficiency. |
Inbound Call Notifications
When you receive an inbound call via RingCentral while the Kizen application is open, the incoming call will automatically match to an existing Contact with that phone number, and you will see a notification banner at the top of the page. Otherwise, it shows the caller phone number. |
1. Click on the green "Answer" button.
2. Switch to the Kizen tab in the RingCentral Dialpad and click on the contact's name. This will open the Contact record in your Kizen CRM.
3. If you have a multiple contacts with the same phone number, the Kizen Dialpad tab will show all Contacts with the matching phone number and allow you to choose which contact you would want to see on the screen.
4. While a call is active (and you are logged into the Kizen application), you will also see the option to click on "New Contact" to create a new Contact record based on the phone number currently active in the call.
Automated Phone Call Logging & Timeline Entry for Inbound and Outbound Calls
When an inbound call is received via RingCentral or an outbound call made, AgentCRM by default records this event in the Timeline associated with the active Contact record, and creates a call log.
Click into the call log, and you'll see the details of the call.
If you have your RingCentral settings to record your phone calls, Kizen will store a copy of the recording on the call log. After a call is completed, RingCentral may take a few minutes to process and deliver the recording, and you will see the message at the top of your screen: "A call recording was processed and added to the call log." This call recording will be downloaded as an mp3 file and uploaded to Kizen. The best part is, the recording never expires!
Inbound and Outbound Calls Made Outside of Kizen
Even if you're on the road and don't have the Kizen application open in front of you when you receive inbound or make outbound calls, you can still add those call logs to the Contact record afterwards! |
1. Open the RingCentral dialer "Calls" section within the Kizen application. You will see the call history, along with a small icon showing either a plus sign or pencil icon next to the call.
2. If you see a plus sign icon, this means you can manually create a call log entry. Click on the plus sign and it will attach the call record to the relevant Contact.
3. After a call has been logged, clicking the edit button (pencil icon) will fetch the call details and update the Kizen call log. This is useful if the call log was updated later, such as a call recording being added. Clicking on the 3-dot menu will give additional options, including “View log details.” Clicking this option will open the associated call log record in Kizen.
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