RingCentral Integration

• Overview

• Activating the Integration

• Using the Integration

• Managing RingCentral Numbers

Overview

With this integration, FORTH users can map CRM users to the RingCentral system. Forth CRM users can now initiate calls by clicking on phone numbers directly within the CRM, leveraging the RingCentral desktop app or IP phone software. 

NOTE: FORTH initiates the integration for your account, reach out to your account manager for help.

Activating the Integration

Users can connect their RingCentral account to the FORTH CRM using the OAuth 2.0 authentication method, so that they can enable the integration and utilize RingCentral’s API features for seamless communication management.

Setting Up a RingCentral OAuth Application

To communicate with the FORTH CRM, you need to set up a RingCentral OAuth application first. This application defines specific configurations necessary for RingCentral systems to contact Forth CRM. Please use the instructions below to set up this application within your RingCentral developer environment.

1. Log in to your RingCentral Developer account.

   

2. Create a new application by clicking the “Register App” button

3. Select “REST API” as the App Type
   

4. Fill out the following RingCentral application setup page as shown below for each section

   1. App Properties: Enter any content here. Do not promote the application in the RC Gallery.

      

   2. App Card: You can enter any branding information in this section.

      

   3. Auth: This section controls how Ringcentral connects to ForthCRM. Please pay attention to the setup in the screenshot

      
      Use the following URI’s for the Oauth Redirect:
      https://rc.forthcrm.com/ringcentral/webhook/rc
      https://auth.forthcrm.com/post/ringcentral_oauth.php

      https://login.forthcrm.com/post/ringcentral_oauth.php

      https://client.forthcrm.com/post/ringcentral_oauth.php
      
      Make sure that refresh tokens are issued or the integration will not function correctly.
       

   4. Security: Ensure that the following scopes are available for your application. Full CRM functionality will not work if the scopes defined below are not provisioned.

      

5. If entered successfully, you should see a success screen.

   

6. Click “OK” and your application is ready for use with the CRM integration.

   

Go to the Admin Tab, select Settings, and choose “Ring Central” from the Navigation Bar. The following page will then open (see image below).

If you ARE NOT currently connected to Ring Central, click the “Login with RingCentral” button at the bottom left of the page.

A Sign-In page will appear, similar to the one shown below, requesting your email address or phone number to log in, or it currently allows you to sign in with Google or a Single Sign-On option to log in.

 

Once you have completed your RingCentral sign-in, a RingCentral Admin Portal page will open. This is where you can add and manage users, phone numbers, and devices.

NOTE: RingCentral numbers will be made accessible via API and can be fetched and synced into the CRM.

Using the Integration

Once connected to Ring Central, a Settings page opens, looking similar to the image shown below. A note will be shown explaining that assignments must be managed directly in RingCentral.

Activation of the Integration is simple - just click the “Integration Status” toggle switch to the “On” position.

Additional options will appear on the Settings page, including a dropdown menu allows you to type a name or an extension number. Search results will display only the user’s name and extension ID when a match is found in RingCentral's records. An error message is displayed if no match is found or if a selected extension is mapped to another user.

For Non-Admins - Go to My Settings at the top of the Menu Bar, as shown below. Select “Phone Systems” from the left-side column, and then click the “Connect” button next to RingCentral.

 

This will open a pop-up asking you to log in with your RingCentral credentials.

Calls with RingCentral

Agents can now receive direct calls to dedicated phone numbers or through the main company line using an Interactive Voice Response (IVR) system, routing calls based on caller-entered extensions. The call popup will display relevant caller information for a streamlined response. 

NOTE: Agents must manually log each call from the contact dashboard for accurate record-keeping.

Managing RingCentral Numbers

Admins can map CRM users to RingCentral extensions through a dropdown lookup using names and extension numbers, so that they can accurately associate each CRM user with their respective RingCentral profile without performance issues during page load. This feature allows the look up of users by extension numbers and direct numbers to facilitate an easy mapping process.

Viewing RingCentral Numbers

1. Navigate to the SMS module in the CRM and click the Manage Numbers dropdown menu at the top left of the page.

2. The list of RingCentral numbers will be displayed with the following details:

   • Phone Number ID

   • Phone Number Name

   • Phone Number

   • Provider (RingCentral)

   • Purchased By

   • Purchase Date

 

Assigning RingCentral Numbers

RingCentral numbers can be assigned to specific users or companies for exclusive use in campaigns and one-off SMS. To do so, follow the steps listed below:

1. Click on the ellipses (three dots) next to the desired number, and select Edit Number.

2. Use the Filters to select:

   • A specific company (if applicable).

   • A user within the system.

3. Click Save to confirm the assignment.

Note: Only assigned numbers are available for use in SMS campaigns and one-off messages.

Number Sharing Between Users or Teams

1. Admins can configure shared access for RingCentral numbers.

2. Shared numbers can be used by multiple users or teams as per assignment rules.

3. SMS functionality is restricted to assigned users for:

   • One-off SMS

   • Scheduled campaigns

 

Logging & Visibility of SMS Activity

Integrated SMS Sending - Using RingCentral, you can send SMS messages to one or multiple recipients directly from the CRM. This enables seamless client communication while providing real-time tracking of sent message statuses.

1. All SMS activity (campaigns & one-off messages) is logged under the relevant contact record.

2. The log includes:

   • Recipient Information

   • Timestamp

   • Message Content

   • Message Status (Sent, Delivered, Failed)

3. Sync RingCentral numbers regularly to reflect the latest data.

Should you have any questions or require assistance with FORTH’s RingCentral Integration, contact us at support@setforth.com.