RingCentral Phone Integration
Contact Arcadium Support to get your system ready to integrate with Ring Central.
Resource Record
On the resource object you have a new checkbox. Checking this will activate the integration for this user the next time he connects to Arcadium.
Arcadium Header
In the header of the application, an icon will indicate the status if Arcadium is connected to RingCentral.
When there is no RingCentral icon in the header the user is not activated to use RingCentral. Open the user resource record and check the checkbox. The next time the user connects the connection will be established.
When the RingCentral icon is loaded and green, Arcadium is listing to incoming calls.
When the RingCentral icon is leaded and red, Arcadium is not listing to incoming calls.
Authorize Arcadium to Connect to RingCentral with your user account.
The first time you connect to Arcadium with RingCentral enabled you will be redirected automatically to RingCentral. Follow the Login instructions to login.
Once logged in you are presented with the Access Request window.
Click Authorize to give Arcadium Access to RingCentral
Click “OK, got it” to finish the login process and enable the service.
Arcadium/RingCentral Settings
Clicking the RingCentral Icon will open the options on how the integration will flow.
Calls process
When there is an incoming call, Arcadium will start searching the database for the incoming phone number.
Action Buttons
On the bottom of the screen, you have your actions buttons:
Incoming Call, Customer record found.
When you have an incoming call, the system will first search all phone numbers in the customer’s records. When there is a match found this record will be loaded in the result screen.
The first tab will show the source of what is loaded.
On the button of this window, you can add notes from the incoming call.
If you would like to create an action for this customer, you can click the Call Report Tab. The action will be automatically linked to the calling customer. Assign the action to somebody and save it.
Incoming Call, Contact record found.
When no customer record is found the system will search the customer records for a match.
Clicking the Customer tab will load the customer linked to the contact.
Incoming Call, Phone number not found.
When the phone number is not found in the database the system will execute a reverse phone lookup to find the caller information. A popup will advise the user that the information.
When the reverse phone lookup is not returning data, the following popup is displayed.
Incoming Call, Create Action.
Clicking the Call Report tab will allow you to create a call report on the call.
If the customer and contact are selected the action will be automatically linked to these records.
