Enabling the RingCentral Integration

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Overview

Our RingCentral integration allows you to access the RingCentral app within Practifi and place calls directly from your account and contact records. This article outlines the steps for installing and enabling the RingCentral integration in your Practifi organization.

**Note: This content is intended for system administrators and is technical in nature. Please discuss your integration installation plans with your Practifi Customer Support Team for their assistance.*

Before you begin

This integration will require a paid subscription for RingCentral for users, which will need to be purchased directly from RingCentral. Practifi does not have any control over the pricing for the RingCentral app, as this price is set between RingCentral and Salesforce. We recommend reaching out to your contact at RingCentral for further information regarding pricing before proceeding with the installation of the RingCentral integration. 

If errors arise in the RingCentral integration, Practifi Support can not assist in fixing the error as we do not have access to their proprietary code. We will only be able to assist with the installation and enablement steps below. We recommend reaching out to RingCentral's Support team with any errors for assistance. 

Install the RingCentral app

To download the RingCentral app for use in your Practifi organization: 

  1. Select the Setup cog Setup_cog.pngicon in the upper right-hand corner and select Setup from the drop-down options.
  2. Use the Quick Find search bar on the left-hand side to search for "AppExchange."
  3. Select the AppExchange Marketplace option from the list under the Apps section. 
  4. In the AppExchange pop-up, search for RingCentral.
    • The RingCentral app listing on the AppExchange can also be accessed via this link.
  5. Select the Get It Now button and follow the download instructions provided in the RingCentral Administrator Guide.

RingCentral Administrator Guide

Select this link and use the RingCentral for Salesforce Lightning Administrator Guide provided by RingCentral to configure the Call Centers and Softphone Layouts in your Salesforce account. The RingCentral Administrator Guide includes the installation guide on pages four through eight. 


Please note: While configuring the Call Centers as mentioned on page 10 in the RC Admin Guide, copy the URL from the OpenCTIIndex500 Visualforce page instead of copying it from the OpenCTIIndex999 Visualforce page.

Setting up RingCentral in Practifi

  1. Select the Setup cog Setup_cog.pngicon in the upper right-hand corner and select Setup from the drop-down options.
  2. Use the Quick Find search bar on the left-hand side to search for "App Manager."
  3. Select App Manager from the results under the Apps section.
    image-20210223-051741.png
  4. Select the carrot button on the right-hand side of the row with the Lightning app you wish to add the RingCentral app. For example, selecting the carrot button in the furthest left row for the Advisor app.
  5. Select Edit from the drop-down options.
    d312456e-da73-4f33-b555-bce5435966b8.png
  6. Select the Utility Items tab and click Add Utility Item.

  7. Search and select Open CTI Softphone.
    image-20210223-052333.png
  8. Select the Save button.
  9. Click on this link, download the RC Phone app on your device and follow the installation steps. 
  10. Sign in to RingCentral Phone using your RingCentral credentials.
  11. Within Practifi, when you try to make a call from RingCentral for the first time, it will ask for permission to open the RingCentral Phone app. Select the checkbox to always allow and select the Open RingCentral button.
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