How do I integrate with RingCentral?
Navigation prompt
Go to CONVERSATIONS > Click Integrations > Click the Platforms tab > Select the RingCentral tile
Step 1: Authentication
By following the navigation prompt, you'll be directed to the following screen;
Click Authenticate and you'll be directed automatically into RingCentral to authorise the integration with evaluagent. Simply Allow RingCentral to integrate with evaluagent.
Please Note: You'll need to have the relevant administrator permissions assigned to your RingCentral user profile to be able to authorise an integration.
Step 2: Configure
Once you've completed Authentication, you'll be directed automatically to the following screen, where you'll be prompted to configure your integration.
Part 1: Choose how much call information will be fetched into evaluagent. You have 2 options:
ONLY fetch the call reference and any associated meta-data (e.g. tags); or,
In addition to this core data, fetch the full call recording. By choosing the second option, you'll be able to access a copy of the full recording of all interactions between customer and agent(s) as an integral part of the evaluation process.
Part 2: When it comes to evaluating calls that involve multiple agents, you have 3 options:
Split multi-agent calls so that each agent's segment can be evaluated separately.
Split multi-agent calls so that all segments from the same agent are grouped together, so that each agent's group of segments can be evaluated separately.
Don't split multi-agent calls and assign the full call for evaluation to any one of the agents that participated. By default, evaluagent assigns the call and any resulting evaluation to the last active agent but you may change this to any other agent who participated at the point of evaluation.
Part 3: Decide how long evaluated and non-evaluated calls remain available in evaluagent. Any contacts older than your selection will be purged and permanently deleted from evaluagent in line with our secure data storage and deletion policies.
On clicking Save, evaluagent will start fetching calls on a regular (typically hourly) cycle.
Requesting Rate Limit Increase from RingCentral Support
If you find that your integration with RingCentral is reaching the API rate limit and you require a higher rate limit for your application, you can follow these steps to request an increase:
Step 1: Access the RingCentral Developer Portal
Go to RingCentral Developer Portal. Log in to your RingCentral Developer account or sign up if you don't have an account.
Step 2: Navigate to Support
Once logged in, click on your profile icon. Select "Support" from the drop-down menu.
Step 3: Submit a Ticket
In the Support section, you'll find options to submit a new support request or check the status of an existing one. Click on "Submit a Request" and fill out the form with the required information. Click on "Submit" to send your request to the RingCentral support team.
Step 4: Follow Up
Monitor the status of your request through the Developer Portal. RingCentral Support will review your request and communicate with you regarding the outcome.