Salesforce Integration fails if more than one contact shares the called phone number (for instance, when calling a company phone number)

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  • Updated 7 months ago
We have deployed the Ringcentral for Salesforce integration (RingCentral App for Salesforce, version 4.8.3) to a number of our users, and have configured it to automatically log all calls.  The problem is that it seems to ignore logging whenever a user calls a person who shares a phone number with any other contact (like when two people are from the same company and their phone numbers both say the company phone number).  This is very troubling for us because we are trying to get our users to log everything, and one of the ways we sold this to the users is that phone calls get autologged - but they do not always do so.
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Patryk Braganza-Gallagher

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  • annoyed and confused

Posted 9 months ago

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Rose Gan, Official Rep

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Hi Patryk,

Thanks for reaching out. May I know more details of the app behavior you expect in the case you described?

Currently, if auto-create call log is turned on, the app will auto log every call it captures. In the case there are multiple records found matching, if user wants to log the call with one of the records, user will need to select the record from the 'Name'/'Related To' drop-down to link the call log to, otherwise the call will be logged without being linked to any specific record. All call logs generated in the day could be found in 'My Calls Today' report.

If you need any more information or could share with us more details of your requirement, kindly contact us at integration.service@ringcentral.com.

Thank you,
Rose
So the problem with having the user do anything after it auto-logs is that our users do not actually use or access the RingCentral dialer in Salesforce.  After they log in, they switch back to the Lightning interface, so they never actually see the app.

They make calls from their RingCentral phones at their desk, and whenever they do so, the RingCentral integration into Salesforce logs that call.  

What would work best for us is one of three things :

(a) When a call is logged, and multiple contacts have the same phone number, but they all share the same company name, we would want the log to be tied to that company, OR
(b) When a call is logged, and multiple contacts have the same phone number, and they share the same name, but different company names, we would want the log to be tied to the first found name, OR
(c) When a call is logged, and multiple contacts have the same phone number, and there is no point of similarity between them, then we would want the log tied to the first found name.

Alternatively, if there were a settings page where we could add intelligence to the auto-logging process, perhaps with a checkbox saying "for calls logged without being linked to a specific record, do X" with different options that we could choose from that would allow us to better direct those logs as need be.
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Rose Gan, Official Rep

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Hi Patryk, 

Thank you for sharing the details!

Adding an intelligent control on settings or AdminUI might be a better option to fulfil the diverse requirements. We will investigate the feasibility of adding this enhancement. 

Also if users are not on Salesforce Professional Edition, I would recommend them to try V5.3.1, which is available on both Classic and Lightning.

Regards,
Rose
Any updates here?  Would like to know whether anything's in progress here.
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Rose Gan, Official Rep

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Hi Patryk, 

This item is currently in our backlog and it'll be included in our next major release of Salesforce integration update.

Thanks,
Rose
Rose, any timeline for that?  I dunno what timeframe to tell management - a month?  next quarter?  six months?  
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Rose Gan, Official Rep

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Hi Patryk, we are releasing an update in a couple of days with the fix.