Article
Logging calls in your CRM using App Connect
ringcentral.github.io
Quoted on this wiki
Every place a page here uses this source, in the order the words come in it.
Duration - the duration of the call “Call result - what did RingCentral observe as the result of the call, e.g. "call connected," "voicemail," "missed," etc.” Recording - if there is a call recording or a voicemail linked to the call, a RingCentral Media Reader link will be embedded
Call notes (optional). If a user has manually entered notes about a call, then the call log record created in step 1 will be updated to include the user's notes. “It takes about as long as the call lasted to prepare a call recording file for playback and download.” AI artifacts are generated. If you are an AI Conversation Expert (ACE) subscriber, then when the call summary, transcript and other artifacts are generated, the final attempt to update the call log record created in step 1 will be updated with this information.
Call logs are kept for a maximum of 90 days within RingCentral “If you wish to retain those files longer, most users subscribe to a third-party service to archive call media.” Logging past calls
Call logging sequence “It may take some time in order for a call log's record in the CRM to be complete, because many artifacts of a call take time to prepare. For this reason a call log is generated in stages.” Call is completed. Within a few seconds of the call completing, a record in the CRM is created. At this stage App Connect will log the fundamental basics of the call, including things like the start/stop time, the duration, the participants.
Manual Call Logging – Users can choose to log calls selectively by clicking the call log button in their call history. “Automatic Call Logging – Calls can be logged automatically based on user preferences and system configuration.” Multi-Device Support – Calls made or received on mobile devices, the RingCentral desktop app, or within App Connect itself are all logged automatically.
App Connect’s call logging system is designed to help users efficiently track and manage their calls. It offers the following features and capabilities: “Manual Call Logging – Users can choose to log calls selectively by clicking the call log button in their call history.” Automatic Call Logging – Calls can be logged automatically based on user preferences and system configuration.
Automatic Call Logging – Calls can be logged automatically based on user preferences and system configuration. “Multi-Device Support – Calls made or received on mobile devices, the RingCentral desktop app, or within App Connect itself are all logged automatically.” Custom CRM Fields – Adapt to your CRM’s specific requirements by ensuring the correct fields are completed for each logged call.
Custom CRM Fields – Adapt to your CRM’s specific requirements by ensuring the correct fields are completed for each logged call. “Missed or unlogged calls are automatically recorded when you install or reopen App Connect after a period of inactivity, with checks continuing while the App Connect window remains open.” Call logging sequence
Multi-Device Support – Calls made or received on mobile devices, the RingCentral desktop app, or within App Connect itself are all logged automatically. “Custom CRM Fields – Adapt to your CRM’s specific requirements by ensuring the correct fields are completed for each logged call.” Retroactive Call Logging – Missed or unlogged calls are automatically recorded when you install or reopen App Connect after a period of inactivity, with checks continuing while the App Connect window remains open.
It may take some time in order for a call log's record in the CRM to be complete, because many artifacts of a call take time to prepare. For this reason a call log is generated in stages. Below is the call logging sequence. “Within a few seconds of the call completing, a record in the CRM is created.” Call notes (optional). If a user has manually entered notes about a call, then the call log record created in step 1 will be updated to include the user's notes.
It may take some time in order for a call log's record in the CRM to be complete, because many artifacts of a call take time to prepare. For this reason a call log is generated in stages. Below is the call logging sequence. “At this stage App Connect will log the fundamental basics of the call, including things like the start/stop time, the duration, the participants.” Call notes (optional). If a user has manually entered notes about a call, then the call log record created in step 1 will be updated to include the user's notes.
Call is completed. Within a few seconds of the call completing, a record in the CRM is created. At this stage App Connect will log the fundamental basics of the call, including things like the start/stop time, the duration, the participants. “If a user has manually entered notes about a call, then the call log record created in step 1 will be updated to include the user's notes.” Call recording is prepared. It takes about as long as the call lasted to prepare a call recording file for playback and download. When this process is complete, the call log record created in step 1 will be updated to include a link to the call recording.
Call notes (optional). If a user has manually entered notes about a call, then the call log record created in step 1 will be updated to include the user's notes. “It takes about as long as the call lasted to prepare a call recording file for playback and download.” AI artifacts are generated. If you are an AI Conversation Expert (ACE) subscriber, then when the call summary, transcript and other artifacts are generated, the final attempt to update the call log record created in step 1 will be updated with this information.
Call notes (optional). If a user has manually entered notes about a call, then the call log record created in step 1 will be updated to include the user's notes. “When this process is complete, the call log record created in step 1 will be updated to include a link to the call recording.” AI artifacts are generated. If you are an AI Conversation Expert (ACE) subscriber, then when the call summary, transcript and other artifacts are generated, the final attempt to update the call log record created in step 1 will be updated with this information.
Call recording is prepared. It takes about as long as the call lasted to prepare a call recording file for playback and download. When this process is complete, the call log record created in step 1 will be updated to include a link to the call recording. “If you are an AI Conversation Expert (ACE) subscriber, then when the call summary, transcript and other artifacts are generated, the final attempt to update the call log record created in step 1 will be updated with this information.” Do not edit a call log record until it is complete
Do not edit a call log record until it is complete “App Connect updates your call log record multiple times before it is complete.” Needed permissions for successful call log updates
Do not edit a call log record until it is complete “Until it is complete, if you make any edits to the record in the CRM you run the risk of losing those edits when the call log is updated by the framework.” Needed permissions for successful call log updates
Needed permissions for successful call log updates “Be aware, this policy will prevent App Connect from completing a call log entry, since the log is updated multiple times as call artifacts (recordings, AI transcripts, etc.) become available.” Incremental versus all-at-once logging
Needed permissions for successful call log updates “The remedy is to enable all-at-once logging, which creates the call log in a single transaction only after all data is ready, eliminating the need to update it afterward.” Incremental versus all-at-once logging
Multi-Device Support – Calls made or received on mobile devices, the RingCentral desktop app, or within App Connect itself are all logged automatically. “Custom CRM Fields – Adapt to your CRM’s specific requirements by ensuring the correct fields are completed for each logged call.” Retroactive Call Logging – Missed or unlogged calls are automatically recorded when you install or reopen App Connect after a period of inactivity, with checks continuing while the App Connect window remains open.
Quotes are verbatim and belong to their publishers. Where a quote has been translated, the original wording is kept below it.