How do I integrate with RingCentral?
Required Feature Flags
The following feature flags and permissions are required to use this feature:
Feature Flag | Technical Name | Description |
Integrations |
| Enables the Integrations menu and the RingCentral integration tile |
Required Permissions:
Manage Integrations (
admin.integration.settings) — to authenticate, configure, and manage the RingCentral integration
Setup
Go to Conversations > Integrations > Platforms tab > select the RingCentral tile.
Step 1: Authentication
Following the navigation will take you to the integration screen.
Click Authenticate and you'll be directed automatically into RingCentral to authorise the integration with evaluagent. Click Allow to grant RingCentral permission to integrate with evaluagent.
_Please note: you'll need the relevant administrator permissions on your RingCentral user profile to be able to authorise an integration._
Step 2: Configure
Once you've completed authentication, you'll be directed to the configuration screen.
Part 1: Choose how much call information will be fetched into evaluagent. You have 2 options:
Only fetch the call reference and any associated metadata (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 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 a Rate Limit Increase from RingCentral Support
If your RingCentral integration is reaching the API rate limit and you need a higher rate limit for your application, follow these steps to request an increase:
Step 1: Access the RingCentral Developer Portal
Go to the RingCentral Developer Portal. Log in to your RingCentral Developer account or sign up if you don't have one.
Step 2: Navigate to Support
Once logged in, click your profile icon. Select Support from the dropdown 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 Submit a Request and fill out the form. Click 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 the outcome.