RingCentral Click to Dial & Screen-Pop

https://www.ringcentral.com/

Overview

SmartAdvocate has a mechanism for click-to-dial integration.  It can also accept the phone number in the URL to do a screen-pop.

RingCentral for Windows softphone should be installed on client computer and configured to use Direct Dial (use RingCentral softphone for dial-out) or RingOut (ring on specified device before connecting to the called party) .  

http://www.ringcentral.com/office/features/desktop-apps/overview.html

SmartAdvocate Configuration

In SmartAdvocate under Admin->System Parameters find “Phone System Integration” group.

Set the first “Link …”parameter to rcmobile://call?number={0}

Set the “Integration Enabled” parameter to True. 

RingCentral Softphone

• Download the latest Beta Softphone (these will officially GA later this week)

  • Mac: http://downloads.ringcentral.com/sp/RingCentralForMac-7.2.3.dmg

  • PC: http://downloads.ringcentral.com/sp/RingCentralForWindows-7.2.3.msi 

  • Log in on the Softphone using your normal RC credentials

  • On Settings>Calling, ensure the “Set as default faxing and calling application’ is “on"

• Screen-pop on Inbound Call:

  • On the Softphone go to Settings>General

  • Select Automatically launch on startup and Run application minimized

  • Go to calls > incoming > select Launch an external app or a URL on incoming call

  • 

  • Enter in your URL parameter “https://[YOURSAWEBSITE]/SA/TopSearchResults.aspx?strOCA=2&strColumnName=Phone&strPhone=%P&strPosition=1“)

    

  • Note that [YOURSAWEBSITE] should be replaced with the server name that you use to access SmartAdvocate for example https://app.smartadvocate.com/SA/TopSearchResults.aspx?strOCA=2&strColumnName=Phone&strPhone=%P&strPosition=1

  • Alternatively you can set the URL to use ScreenPop.aspx. If the passed phone number is present in the system it will perform the search and show the case (or list of cases). If the phone number is not present then the Case Wizard will be opened. Originating phone number will be automatically populated and Dialed number will be used to pick the Advertisement Source.
    Example: https://app.smartadvocate.com/SA/ScreenPop.aspx?OriginatingPhone=5167707406&DialedNumber=8774387626

  • You may also have to set as default faxing and calling application in RingCentral under General

    

If you have further questions about RingCentral directly, please contact:

Jacob Balandra
ACCOUNT EXECUTIVE – SMB SALES UCAAS CAAS
Connect with me: +1-212-274-8211
jacob.balandra@ringcentral.com