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cyd-stevenson avatar image
cyd-stevenson asked jitender-kumar commented

Salesforce Integration: Differences between deskphone & softphone?

Where can I find information about the Salesforce.com / RingCentreal AppExchange? I would like to know about the differences between the softphone and desk phone, pro's & con's ect.
integrationsalesforce
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marco-s-casalaina avatar image
marco-s-casalaina answered
Please note that there is now a new version of the Salesforce integration that works with any RingCentral phone (desk phone, softphone, mobile app, etc.) and also with any computer type. You can upgrade to it from this AppExchange link:

https://appexchange.salesforce.com/listingDetail?listingId=a0N3000000B5WKqEAN
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Ron Parshad avatar image
Ron Parshad answered
It would be great to have the ability to click to call from sfdc and it route directly to softcall, instead of my desk phone. 

Is that possible?
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marco-s-casalaina avatar image
marco-s-casalaina answered michele-booher1420 commented
Almost but not yet. In fact there will be an enhancement to RingCentral for Desktop (aka the softphone) shortly that will enable that functionality, and we're planning to add that to RingCentral for Salesforce soon thereafter, so that if you choose to use your softphone it'll dial it out directly. So stay tuned on that. I'll update this thread when we push out the RingCentral for Salesforce upgrade, we're probably looking at late April or early May on that.
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andrew1163 avatar image andrew1163 commented ·
We installed this last month and been using the 'click to call' feature regularly.   When clicking on the phone number within salesforce, first RingCentral will call you (you can pick if you want it to be your ringcentral extension or some other number) and then connect you with the number you clicked to dial.

Set up was pretty straight forward, however there are a couple of things to get used to (mostly in terms of logging the call) and configurations that work with your org's process flow.
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marco-s-casalaina avatar image marco-s-casalaina commented ·
Yes that is true. When you click to dial from Salesforce it respects your call handling options - so if you set your call handling to ring your softphone first and then your desk phone, then that's the order in which it'll ring you.
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michele-booher1420 avatar image michele-booher1420 commented ·
Thanks.  We did get it figured out.  We were missing a setting in Salesforce.  I appreciate all your help!
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michele-booher1420 avatar image michele-booher1420 commented ·
Thanks so much for the quick answer.  I can click a number in salesforce and it calls me as you said on my physical handset.  What I would like is for it to call me on the desktop app or salesforce ringcentral app so I may answer with a headset plugged into the computer.
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andrew1163 avatar image andrew1163 commented ·
I see what you mean... I actually do not have a physical phone, only use the mac desktop app.  If I remember correctly there is a setup option for defining (by user) what type of device (physical phone vs desktop app)....
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Nikolas Alekzandr Mataka avatar image
Nikolas Alekzandr Mataka answered
Does this SalesForce integration work in the Lightning UI? Our company just signed up and our owner really likes that interface and features, but I cant seem to find a way to get it to work in lightning, only "classic mode"
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jitender-kumar avatar image
jitender-kumar answered Tony Van Oort commented
Hello Nikolas, 
Unfortunately Salesforce does not offer phone integration in new Lightning UI. The good news is that we heard it is coming soon within a month or two. 
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jitender-kumar avatar image jitender-kumar commented ·
Hello Jonathan, 
As far as we have the info they are adding OpenCTI to new Lightning. Lightning Voice is in addition to CTI support not substituting it. I am hopeful Salesforce will announce OpenCTI support for Lightning next month or so, perhaps along with Lightning Voice.
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jonathan-clark783 avatar image jonathan-clark783 commented ·
Any updates on this? I heard Salesforce released their own phone service called Lightning Voice. Does that mean they are not adding openCTI?
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jonathan-clark783 avatar image jonathan-clark783 commented ·
Great to hear. I was just in a release webinar and they annoucned pricing then demoed Lightning Voice. No mention of the OpenCTI.
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yosef-brailofsky avatar image yosef-brailofsky commented ·
When will this come? Five9 Supports lightning. See this link:  https://appexchange.salesforce.com/listingDetail?listingId=a0N30000001gGgIEAU
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Tony Van Oort avatar image Tony Van Oort commented ·
Jitender - now that open CTI is available do you have an update for us?
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michael-adams2594 avatar image
michael-adams2594 answered chad-stallons4676 commented
This reply was created from a merged topic originally titled Salesforce Lightning Support. Salesforce sees to be supporting OpenCTI for Salesforce Lightning as see here:  https://www.salesforce.com/blog/2016/06/lightning-strikes-open-cti.html

Any idea when the RingCentral app for Salesforce will support the Lightning UI?
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jitender-kumar avatar image jitender-kumar commented ·
Hello Tony, 
The update on RingCentral for Salesforce Lightning - We have completed our POC and soon will move on to implementing full blown integration. Our target is to make it available for customers within first couple of month of next year if not sooner 
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marco-s-casalaina avatar image marco-s-casalaina commented ·
Please note that RingCentral for Salesforce already uses the OpenCTI API and has for years - it's just the adaptation to the Lightning UI that we haven't released yet (as of this writing). So the decommissioning of the old CTI Toolkit will have no effect on RingCentral for Salesforce users.
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mike avatar image mike commented ·
See Jitender's post above. No ETA that I know of. 
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yosef-brailofsky avatar image yosef-brailofsky commented ·
When will it come? There is no need to wait for open CTI as I see others have it already.
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yosef-brailofsky avatar image yosef-brailofsky commented ·
It seems like from SalesForce end this is ready. Why don't you have it yet?
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yosef-brailofsky avatar image
yosef-brailofsky answered
This reply was created from a merged topic originally titled When will you support SalesForce Lightning version for integration?. Ring Central CTI currently does not work with SalesForce Lightning interface. When will that work?
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mike avatar image
mike answered jitender-kumar commented
RingCentral is looking for a few Beta Testers to participate in the RingCentral Salesforce Lightning BETA.   For more details and to sign up, please click the link below. 

RingCentral for Salesforce Lightning BETA
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jitender-kumar3362 avatar image jitender-kumar3362 commented ·
Hello Tony, 
Thank you for your patience. We are having an issue with packaging the app and that is the delay basically. We have QA tested the App all functionality work as expected. 
We are seeking help from Salesforce developer support. Hopefully will be resolved this week.  
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Tony Van Oort avatar image Tony Van Oort commented ·
Mike I replied to the beta invite but have not heard anything back.   Is there any way I can get in on the beta test please?
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Tony Van Oort avatar image Tony Van Oort commented ·
Sounds good!   Look forward to hearing from you!
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Christopher Budge avatar image Christopher Budge commented ·
It's been a moment, any chance this was resolved. I too would like to beta test. We were looking at moving away from Ring Central due to no Lightning Support. If I can at least show investment on Ring Central's part then I might be able to save our account with you. Please let me know!
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jitender-kumar avatar image jitender-kumar commented ·
Hello Christopher, Tony
Thank you so much for your patience, Could you please send an email to integrationteam@ringcentral.com for beta enrollment request? 
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