Integration: Call duration not saved in salesforce activity history

  • 1
  • Idea
  • Updated 2 years ago
  • Under Consideration
  • (Edited)
We recently started using Ring Central and are overall very impressed with the Salesforce integration. However, there is one issue that I can't seem to get around. While the Ring Central for Salesforce app seems to track "Call Duration" when you're on a call and shows the total duration once the call disconnects, it doesn't save how long the call was inside the activity it creates. We were under the impression that it was possible to track call duration on a per activity basis in Salesforce. It seems the app should be capable of adding this to the activity history, because it is tracking the duration while on the call. How can we make this happen?
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CURMI

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Posted 3 years ago

  • 1
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Kim

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Please see the Developers Community for Salesforce Integration. 
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CURMI

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I looked already before posting. Couldn't find anything about it. When I spoke to a support representative, they said this is a feature that has been requested, but is unavailable at this time. Call duration is one of the reasons we moved to Ring Central. Are there any plans to create it?
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Jitender Kumar, Official Rep

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Hello Curmi, 
Based on your description I understand you want to track how much time an agent spends in activity itself from time it was created till an agent save the notes and disposition. Is that right ? 
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CURMI

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Yes, that's correct. But I need to track it in Salesforce, not in RingCentral. We're looking to track talk time per account, not per person. Because many accounts can have several phone numbers, it would be impractical to use RingCentral dashboard to track it. All the phone numbers are in each of our salesforce accounts already, so we need to be able to track call duration within the activity history on each contact. 
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Benjamin Dean

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Currently, the duration is not logged in the lead or contact views in Salesforce, but this data is available in Salesforce if you go to:

Reports -> Call Center Reports

Once you're on this page, you can choose from:
  • My Calls This Week
  • My Calls Today
  • My Team's Calls This Week
Additionally, you can modify the "Time Frame" on any of these reports if you wish to view ranges outside of these predetermined values.
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SAMANTHA LEE

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how can we get the data to be tracked in the contacts? 
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Benjamin Dean

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This would require a modification of our Salesforce Integration in the App Gallery if you wanted it to be automatic. You might be able to add some custom scripts in SFDC to transfer the data from the Reports -> Call Center Reports into the desired location, but that is currently outside the scope of the available features in this integration.

I have modified this to be an "Idea" type thread, and have alerted the team who owns this product internally for consideration.