RingCentral Integration

In the Integrations Settings section of Admin settings, you will find a new standard integration for RingCentral. RingCentral admins can connect once for their team so current and future users will always have their phones connected to Spiro.

RingCentral Integration

Overview

When admins setup this integration, it will allow all calls, texts, and voicemails to sync to Spiro as activities. Depending on your settings, we can bring in recordings/transcriptions which we can summarize using AI. Then, you can easily draft recap emails based on what you spoke about.

BEFORE WE START: 

1) You need to be an admin in RingCentral AND in Spiro. You need to have access to all RingCentral current and future users.

2) Turn on 2FA (two factor authentication) - we will need this turned on for later. You can always turn it off after.

3) Make sure the email address are the same for all matching Spiro and RingCentral users. If the emails are different, we won't be able to sync information properly. 

Setup

Step 1: Admins can go to Settings - Integrations and navigate to RingCentral and click "Connect".

Step 2: Login using your Admin credentials. You must authenticate with an account that has full access to all numbers within RingCentral.

Step 3: Authorize the RingCentral access request.

Step 4: You will be redirected to the integrations page, click "Manage" to customize the integration.

Customizing the RingCentral Integration

Go to Settings - Integrations and click Manage on the RingCentral Integration

You'll see this page and set of options

Sync RingCentral Calls - when this is toggled on, calls made in RingCentral will sync to Spiro if there is a contact match. Calls will show as activities in the timeline. If you toggle this off, recordings and transcriptions will also automatically be turned off. We need the calls to sync if you want to bring over recordings and transcriptions. 

Details on the call sync:

  1. Logged to the contact / company if the number matchs. All the fields we currently support (subject, date, duration) are automatically added
  2. Spiro should log if it is an inbound or outbound call and any “disposition” it can retrieve from RingCentral if available.
  3. If there are multiple matches, we pick the first contact. 
  4. If the call has no matching contact or company, it should appear in the phone log.

Call RingCentral Recordings - when this is toggled on, recordings stored in RingCentral will come over with the call activity. NOTE: RECORDINGS MUST BE TURNED ON IN RINGCENTRAL FOR THIS TO WORK

Details on recordings

  1. By default, there will only be one speaker for all the records and transcriptions
  2. Agent Recordings are not turned on for a customer be default so you must contact your RingCentral Account Manager to have the Agent Recordings turned on for their account.

Call Transcriptions: when this is toggled, we will generate a transcription along with the logged call activity.

Sync RingCentral Messages: this setting allows for incoming and outgoing text messages to sync to Spiro

Details on text sync:

  1. Like with calls, text messages show up in Spiro associated with the user and contact
  2. These texts get logged in the text log if there is no associated contact.

Sync RingCentral Voicemails: This will bring over a voicemail and transcription of the message

Sync RingCentral Contacts: When this is toggled on, we will try to create contacts associated with your RingCentral contacts. Details on the sync are below:

  1. Sync Ringcentral Contacts is disabled by default.
  2. Admin can enable this feature and provide a default Company to which Spiro will assign contacts.
  3. First, Spiro would try to match company by company name from RingCentral, then will pick Default Company and if it is not set, will create Company “RingCentral” as a fallback.
  4. We will skip contacts with blank first or last name and contacts without phone information.
  5. The sync will run hourly and we will fetch only delta information from RingCentral.

Disable Integration-   This will disable the integration for all users.

Note - if you toggle off calls, transcriptions and recordings will automatically be turned off too. If you turn calls back on, you will manually need to turn on transcriptions and recordings