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micki-cheers2974 avatar image
micki-cheers2974 asked benjamin-dean commented

Zoho phonebridge integration issue

We have a US account with several departments and users. We've been trying to use the phonebridge integration with Zoho for almost a year with no real success. 

When an incoming call comes into a RC queue or direct extension a post-call Zoho window pops up (mobile and/or browser) and offers the opportunity to log the call with details. If the caller's number is already associated with a contact, it would be great if Zoho recognized that and associated the call with the contact/lead. 
Stretch goal: Log outgoing calls make through RC too.

What happens
1. A contact/lead who is saved in Zoho calls my cell phone number directly, a post call pop up offers to log the call. 
2. A contact/lead who is saved in Zoho calls the company number + extension. There is no prompt to log this call.  
3. No outgoing calls can be completed from Zoho -> A contact/lead is saved in Zoho. We log into Zoho and the RC bridge and select call next to the contact's phone number in Zoho. I am asked what number I would like to be called at and am told that I will receieve a call, be prompted to press 1 and then will then be connected to the caller. However, this call never comes into me so Zoho displays a message saying that I did not press 1. In the call log, I can see that the company number is contacted and then hangs up after a few seconds, I suppose because no one clicked 1 as we are unable to. 
4. No outgoing calls from RC mobile app triggers the post-call pop-up in Zoho. 

I've pored over both the RC and Zoho documentation. The only relevant reference that I've found was on Zoho's website ( https://www.zoho.com/crm/help/zoho-phonebridge/ringcentral.html) indicating the following

indicates that we need to login with the direct number and not the company number+extension. However, we don't have Direct Zoho numbers (additional $$$). Our system is configured to route callers to the auto-receptionist and based on the caller's selection, ring the appropriate department or user extension, which are all ultimately mobile phones. 

There are multiple employees in our company. 
-- How can we all log into RC without using the company number+extension? 
-- Does this mean that Zoho requires us to buy additional phone numbers for everyone in order to use this feature?
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kim avatar image
kim answered benjamin-dean commented
Moving thread to Developers Community. 
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micki-cheers2974 avatar image micki-cheers2974 commented ·
No, please don't. I have a thread in the developer's community and it was suggested that the general community is more appropriate. Nevertheless, Mike is looking into it. 


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benjamin-dean avatar image benjamin-dean commented ·
Hey Micki and Kim,

Since Michael is helping out on the other thread, I am going to merge this thread with the other. We might see a duplicate entry, but doing so makes it easier to not get confused for everyone.

Thanks, Benjamin
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