Internal - RingCentral for i360 Lightning

Installation: 

• On the i360 Admin Profile or installing User's Profile, add the System Permission called "Change Dashboard Colors"
• Install Ringcentral for Salesforce in Production from:
  • https://www.ringcentral.com/free-trial-ringcentral-salesforce.html 
• Select either Production or Sandbox Install

• You will be prompted to login to the Salesforce org you want to install the package in.
• Once logged in, select Install for All Users

Setup Instructions:

• Once installed, open the RingCentral Admin for Lightning app from the App Launcher

• You will be taken to the RingCentral for Salesforce Lightning Setup Assistant

• Setup Assistant Step 1: Welcome
  • This step requires no action, just expand the row and click Next

• Setup Assistant Step 2: Setup Your Call Center
  • Under Step 1.1 Auto generate Call Center, click Create Call Center

• • A pop-up window will ask you to verify that RingCentral has NOT been setup in this org before, click Create

• • A confirmation will show when the Call Center is created successfully

• • Under Step 2: Click Verify Call Center to confirm it was created.
•  
  • Under Step 3: Click Launch Salesforce Setup, this will bring you to the Call Center you created.

In a new tab, open Salesforce Setup > in the Quick Find search for "Visualforce Pages" > Click on the arrow icon next the one titled "OpenCTIIndex999" to open in a new tab > copy the URL

• URL example: https://{domainnamehere}--rcsfl.sandbox.vf.force.com/apex/OpenCTIIndex999 

From your RingCentral Call Center, click edit and replace the CTI Adapter URL with the Visualforce Page link you copied from the previous step.

Back in the RingCentral Admin for Lightning App Setup Assistant, select Launch Salesforce Setup under Call Dispositions to open Setup > Object Manager > Task > Fields & Relationships > Subject field

• • As with any other picklist, add or deactivate picklist values to adjust what dispositions users will have access to when making calls from the RingCentral Call Center
    • If setting up for a customer, ask what dispositions they would like to use.

Ex.

Back in the Setup Assistant, select Launch Salesforce Setup under Call Recording to open Setup > Object Manager > Task > Page Layouts

• • Select the Page Layout you would like to add Call Recordings to. 
    • Note: be sure to check which Task Page Layout is currently assigned.

Keep in mind, that you may want only the Admin or Call Center Manager to see the Call recording link. You may want to only assign this Page Layout to the Admin and give other Users a different Page Layout.

• • Open the Page Layout in Edit mode, drag the Call Recording field into the Page Layout and save
    • Optional: Add the RC Logging Type and Recording Information fields

• • In the RingCentral Admin for Lightning App Setup Assistant, click Next to complete Step 2

• Setup Assistant Step 3: Assign Users to Call Center
  • Click Launch Salesforce User Assignment under Assign Users to Call Center to open Setup > Call Centers > RingCentral Call Center

• • Click Manage Call Center Users

• • From this page, you can add or remove users from the call center
  • Select the relevant option, then use the search filters to locate users
  • Check next to the users you want to add/remove, then click Add/Remove to Call Center
    • Note: You will need to add at LEAST the admin user to be able to set screen pop settings

• Setup Assistant Step 3: Reporting
  • Click Launch Salesforce Reports 
  • Select All Folders > click on the down arrow next to Cloud Phone Report to share the Report Folder with all of the Users you added to the Call Center (you may want to create a public group to share with)

• • • Back in the Setup Assistant, click Next to complete Step 3

• Setup Assistant Step 4: Add Phone to Apps

  • Click Launch Salesforce Setup > locate the improveit 360 app > click the down arrow > select edit

Select the Utility Items (desktop Only) > click Add Utility Item > search for and select Open CTI Softphone 

Adjust the Label of the Utility Item if desired. Leave other settings as is. Click Save at the bottom of the screen.

• Back in the Setup Assistant, click Next to complete Step 4

• Setup Assistant Steps 5: Add to Salesforce Mobile Experience
  • Go to Setup > Object Manager > Contact
  • Select the Buttons, Links, and Actions section of the Contact Object > click New Action
  • Make the following selections:
    • Action Type: Custom Visualforce
    • Visualforce Page: Phone Numbers Account [rcsfl__Phone_Numbers_Contact]
    • Label: Call with Ring Central

After Saving your button, navigate to the Contact Page Layout that is assigned > select Mobile & Lightning Actions > click and drag Call with RingCentral button into the Salesforce Mobile and Lightning Experience Actions Section. Save Page Layout.

• Back in the Setup Assistant, click Next to complete Step 5
• Step 6: Analytics, click Next to skip Step 6

• Step 7: Advanced Settings
  • Click Launch Salesforce Setup under Softphone Layouts Setup to open Setup > Customize > Call Center > Softphone Layouts
  • Click New to create a new Softphone

• • Softphone Setup
    • Name: RingCentral Softphone
    • Check Is Default Layout

• • • Under Display these salesforce.com objects, select Contact and Account
      • Select these objects under Inbound, Outbound, and Internal Call Types

• • • Under if single Contact/Account is found, display: select the fields you want to display. Below is an example selection that can be used

• • • Finally, set up Screen Pop Settings (Only available under Inbound Call Type settings). Here are recommended selections, but this can be adjusted per customer's request

• • Save once done - this will take you back to the Softphone Layout page
  • Click Softphone Layout Assignment

• • Assign the RingCentral softphone layout via profile
  • The list of profiles available to select is reflective of the profiles of the users assigned via the Manage Call Center Users button under Setup > Call Centers > RingCentral

• Setup Assistant Step 7: Advanced Settings
• Click Launch Admin Screen and click Continue
  • Adjust Cloud Phone Settings
    • Auto Save Setting
    • Settings for Matching Caller Details
    • Do Not Call 
    • Click to Dial/SMS

• Navigate back to the Setup screen and click Finish to complete
• Open the App Launcher and select improveit 360 to exit

Using RingCentral for Salesforce Lightning

From the improveit360 app: Once the app is set up, to use, open the Phone action at the bottom of the screen to sign-in and make calls through RingCentral. 

Click Sign In to open the RingCentral popup window. Enter RingCentral user credentials to login.

Click to Dial from a record

• When viewing a Contact, Account, or any record with Phone Number field, a callable number will display in blue, with a phone icon next to it. This means you can use Click to Dial, and can just click the highlighted number to open RingCentral and immediately make an outbound call.

Calling From List Views

• You can Click to Dial from any List View in the system that has a Phone Number field. 

Calling from Salesforce Mobile

• When viewing a Contact in the Mobile App, select More and click on Call with RingCentral to call the Contact.

Call Logging

• Manual: When a call is ended, click Save to create a call log on the Contact or Account record that is pulled up.
• Automatic: Navigate to Settings > Turn on Auto Log Calls
• This will create a call log task on the Email/Task/Call tab on the Contact record

Call Recording

• To record a call, select Record while on a call

• Once the call is ended, a link to the recording will appear in the Call Recording field on the Call Log
• Clicking the link will open up RingCentral in a browser - log in to review the call recording
• Per RingCentral, the call recording link is only valid for 90 days

 

Enabling Do Not Contact

• Navigate to Setup > Object Manager > Contact > Page Layout
• Open the Page Layout you need to edit
• Add the Do Not Call field to the Page Layout and save
  • Note: this field may already be on the page layout, but you may need to adjust the Field-Level Security to make it accessible to users

• From the App Launcher, open the RingCentral Admin for Lightning app
• Scroll down to the Advanced Settings section and click Launch Admin Screen under Admin UI

• From the Admin UI page, scroll to the Do Not Call (DNC) Settings section
• Check Turn On DNC settings while calling or messaging, then select if you want to restrict calls made to Contact's with Do Not Call selected, or allow the call center user to override the warning
• Save

If the Call Setting is set to Restricted:

• If a Contact is marked Do Not Call, Click to Dial will still be enabled, but clicking the phone number to call will prompt a Do Not Call message in the RingCentral app

If the Call Setting is set to Allow Override:

• If a Contact is marked Do Not Call, Click to Dial will still be enabled, but clicking the phone number to call will prompt a Do Not Call message in the RingCentral app, which a user will be able to bypass

SMS for RingCentral 

• If your RingCentral account is set up for Messaging, you can use the SMS feature to send messages right from 

• Start typing a mobile number of contact name to pull up the person you want to message
• The message log can be resumed from the RingCentral app at anytime.
• Either saving manually or enabling automatic SMS logs (in Settings) will create an activity on the Contact or Account record

Troubleshooting

• Issue: RingCentral app states 'Web Phone Unavailable', and in Settings > Audio, Input/Output Devices are set to Unknown device

• Resolution:
  • Click Check Permission
  • A browser window should pop-up (may need to adjust browser settings to allow pop-ups) requesting access to your microphone. 
  • Select Allow, and your Audio Settings should be filled in with your system default.

• Issue: Trying to mark a Contact Do Not Call as True, but Salesforce is not saving the change
• Resolution: Ensure there is another method of contact - the system will not allow you to mark the Contact Do Not Call if they do not also have an email address or second phone number

• Issue: SMS not creating a logged activity when clicking save, or if auto log SMS is turned on (Settings)
• Resolution: Is the Contact linked to multiple records? If so, you will need to click Select Record and choose which record you want to log the SMS conversation to.

Other:

RingCentral Help and Technical Documents located: 

https://www.ringcentral.com/apps/ringcentral-salesforce 

RingCentral Install Guide:

https://netstorage.ringcentral.com/guides/sfdc_lightning_admin_guide.pdf