InsideSales integration dialer

  • 1
  • Question
  • Updated 5 months ago
  • (Edited)
The InsideSales dialer works is that it waits until it sees that the agent picks up the phone, then it proceeds to dial the client.  RingCentral treats all calls coming into the system as "answered", so InsideSales begins calling the client before the agent picks up. Do you have any ways to delay/prevent the call from being answered unless the call is being picked up on a deskphone or desktop app?
Photo of FLAHERTY

FLAHERTY

  • 50 Points

Posted 3 years ago

  • 1
Photo of Benjamin Dean

Benjamin Dean, Alum

  • 8,642 Points 5k badge 2x thumb
I'm not familiar with the InsideSales dialer integration with our Platform.

Would you be able to provide some more context on how you integrated RingCentral with InsideSales dialer (and which company produces the InsideSales dialer you are using) please?
Photo of Deborah Waters

Deborah Waters

  • 60 Points

We are working with Insidesales and one piece they have noticed with other customers using Ringcentral is that they will receive a 200 ok response when a call initiated by a rep.  The scenario this will cause is,  place a call to customer and Insidesales.com will connect receive the 200 message from Ringcentral prior to actually connecting me with the agent leg or ISDC server.  This message will allow the call to dial out to the customer in this example.  The customer will be connected to the call before me the initiating agent is connected. 

 This scenario will cause some awkwardness on the initial call.  The rep can leave their agent leg open and avoid this after their first call of the day.  Insidesales have had customers in the past who worked with Ringcentral to help prevent this scenario.   Is there is anyway to adjust the out of the box configuration?.