Idea

dan-gualtieri2996 suggested Aug 17, '18 jessicahernandez16518 commented Mar 28, '19

Log a Call as a Call, not a Task

When using the RingCentral Salesforce extension/app and saving a log, the log records as a task, not a call. When you log a call via the RC extension in SF, it should save the same way a call does when using the "Log a Call" global action. The only solution I was given was to, instead, change the subject combo to "Call." That just adds the word "Call" to the task; it doesn't change the fact that it's still logged as a Task, and not a Call.

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jessicahernandez16518 commented Jan 29, '19

Hi All,

I talked to one of our engineers, and he advised that:

"If you change your task field subject picklist for "call" to default, let me know if this works for you. After I changed mine, when I run my report in Lightning, I see them listed as "calls" now.

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dan-gualtieri2996 commented · Feb 01, 2019 at 01:33 PM

Thank you Jessica. I gave this a try and still am seeing calls logged as tasks. I'd be happy to jump on a call with an engineer so they can see this issue in real time

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dan-gualtieri2996 commented · Feb 01, 2019 at 02:05 PM

Related - I tried this manually and through Process Builder. The record the RC plugin creates doesn't allow me to change the task record type to a call.

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srikumar-subramaniam5985 commented Feb 1, '19

In our 6.0 version of the salesforce integration listed currently in the AppExchange we have the feature where the call is logged with subtype "Call" which will indicate within salesforce that the task with a call icon.

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dan-gualtieri2996 commented · Feb 01, 2019 at 09:20 PM

Just as a heads up, I upgraded to this version (released on 1/31/19). This still fails to properly log a call.

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sidney-sokoloff12197 commented Feb 1, '19

So it sounds like the issue has not been fixed. This is just a temporary solution and the calls are still logging as tasks just are no titled "call".

Will you guys be changing the record type to "Call" instead of "Task" anytime soon.

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srikumar-subramaniam5985 commented · Feb 01, 2019 at 06:45 PM

Hi Sidney, are you using our latest 6.0 version. We do change the record type by setting the task attribute "subtype=call". Please reach out to our team at integrationteam@ringcentral.com and we can schedule time with you to review your asks in detail.

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dan-gualtieri2996 commented Feb 6, '19

Had a call with the implementations team yesterday. All went well and this now works properly.

The biggest change I needed to make, aside from upgrading to the 6.0 version of the code, was changing the UTL in the Call Center.

Go to Feature Settings > Service > Call Center
Click "Continue"
Click on your phone app
Click Edit
Remove 999 from the end of OpenCTIIndex in the CTI Adapter URL field.

That's what made it work for me, hopefully this helps others in the future!

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jitender-kumar commented · Feb 06, 2019 at 06:20 PM

Awesome! @Dan Gualtieri. Indeed it was a bug in our documentation regarding 999s Feel free to reach if you still have any question!

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saadetswift16514 commented · Feb 06, 2019 at 03:07 PM

Thanks, Dan!

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dan-gualtieri2996 commented · Feb 06, 2019 at 03:08 PM

*Make that the URL, not the UTL.

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Log a Call as a Call, not a Task

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