I'm trying to integrate RingCentral with my cloud based CRM, AgencyMatrix. The features I would like to use are: click to dial, automatic conversation saving with retrieval, incoming call screen popup, and automatic dialing.
Hello, Do you have a progress on your project?
There are actually two ways you can accomplish the goal of creating "Screen Pops".
Using RingCentral's URI Scheme
Use the RingCentral Soft Phone's Settings (Gear Icon in lower right). On the "General" tab, there is a line item for configuration named "Launch an external app or a URL on incoming call"
Turn this feature on and configure to suit your needs using the provided documentation
[Optional] You can provide the string you use and the directions to setup to all users who require the "Screen Pop".
Custom Integration into your CRM/Custom App
Begin by implementing RingCentral's 3-Legged OAuth (Authorization Flow) to allow all the RingCentral users in your company to be able to easily authorize this application access to that specific user's RingCentral account
Once your CRM/Custom App User has authorized your application and you have a valid access_token you have a valid authenticated user
Implement the RingCentral API - Push Notification (aka: Subscription or PubSub) from within your CRM/Custom App code. It is recommended to create a single subscription in the server-side component of your code since a single Subscription can have multiple eventFilters set upon it (extension's presence filters in this case)
Register the subscription after you've set/updated the eventFilters with the newly authenticated user
Create the Subscription notification event handler for the Presence events for the extensions you've registered
Filter the notification events for direction === Inbound, and type === Voice (and any other notification event filter criteria you require)
In your CRM/Custom App code, when the notification events meet the criteria you've defined as qualifying for a "Screen Pop", you can perform the lookup for the contact information in your CRM/Custom App, and load the appropriate view within your CRM/Custom App for the operating agent to view/edit
Benjamin, Having a discussion with my dev and hoping you could provide some clarity. We are trying to integrate our CRM and cause a screen pop anytime an incoming call matches a record in our CRM.
Currently we are able to grab the incoming call number, match it to the CRM, but my dev is saying there is not a way to pass that final url for the contact back to RingCentral for the softphone to 'create' the screen pop. Is that accurate? Since like you mentioned in scenario 1 using the URI scheme, since RC does have the ability to open a browser window, I have to assume we can send the URL via API and also create a screen pop. But with my limited knowledge the docs seem a bit vague on the subject.