How to integrate a 3rd party integration?

  • 1
  • Question
  • Updated 2 months ago
Is it possible to integrate another database into RingCentral so when a call comes in the information is pulled from the external database and a link within RingCentral is available to view the profile in the other database? Can this be done by external developers?
Photo of Oliver Mott

Oliver Mott

  • 70 Points

Posted 3 months ago

  • 1
Photo of Tyler Long

Tyler Long, Official Rep

  • 6,958 Points 5k badge 2x thumb
There is API from RingCentral for you to know the incoming call phone number. So that you can lookup the user profile in your external database. 
Photo of Paul Dandy

Paul Dandy

  • 366 Points 250 badge 2x thumb
Yes, it is possible. But you have to be a little more specific with what "external database" you are thinking of. If, for instance, you'll be using a CRM, then you can definitely integrate it with RingCentral via a CTI. You can check Tenfold, a third-party CTI tool. One of Tenfold's feature is the screen pop, which can show relevant information about a caller when a call comes. It also contains the link to the caller's record in the CRM.
Photo of John Wang

John Wang, Official Rep

  • 5,476 Points 5k badge 2x thumb
There are a few ways to do this:

  • Inbound Screenpop: This is an approach that will pull up a webpage in another app such as a CRM app or your own app when an inbound call arrives. This is built into some of our out-of-the-box integrations like RingCentral for Salesforce, but you can do it yourself as well. This can be done using the API, using the RingCentral Embeddable UI SDK, and also the RingCentral softphone. We have tutorials for RingCentral Embeddable UI SDK using Salesforce Lightning and performing user searches in Google and LinkedIn. For the RingCentral softphone, you would use the launch external app feature.
  • RingCentral Embeddable Integration: The embeddable UI SDK itself can link to external contact databases in which case you could update the inbound caller screen itself.
  • Partner Integration: Some of our partners like Tendfold, mentioned by Paul, can assist with these integrations.

Here are some links:

RingCentral Embeddable UI SDK


RingCentral Embeddable UI SDK Tutorials

In the last link "ringcentral-embeddable-demos" has demos of Inbound Screenpop in the following demos:

(Edited)