RingCentral integration

The following instructions are detailed using the RingCentral Phone application but will also apply to the hard phones system where appropriate

The user must be logged into the RingCentral Phone application on their desktop and be at an online status

An outgoing phone call is launched from Infinity by left clicking on a telephone hyperlink or right clicking and choosing the ‘Autodial Phone Software’ menu option. This is available in Basic Details on candidate, company, location and contact pages

The user can also left click on a telephone hyperlink in the ‘Phone Number(s)’ column inside phone event loggers e.g. placement, call backs etc...

When clicked, Infinity will pass the call details to RingCentral. If a call is already in progress a message is returned and the call cannot be started

If a call is not already in progress, the RingCentral Phone application will pop up allowing the user to ‘ignore’ or ‘answer’ the first leg of the call. If the number called exists as an entry in the user’s contact list (in RingCentral Phone) the name will also be displayed in the window

Ignoring the call will close the RingCentral Phone pop up screen. Answering the call will ring the recipient

The outgoing phone call is managed from RingCentral only and no further interaction with Infinity will occur

The Infinity phone event logger that is loaded displays a ‘Log Active Call’ button whether the call is ignored or answered

When ready the user can manually log the event

When the active call is logged, the RingCentral call information is stored with the Infinity event. This is for future functionality/reporting

If users do not want to log the RingCentral call information with the event, the ‘Log only’ menu option is available from the drop-down list

When ‘meeting’ event actions are selected in the event loggers e.g. ‘Arrange Meeting’ or ‘Internal Interview’ the log button and drop-down list covers the different scenarios available

In addition to the RingCentral incoming call pop ups / notifications that may be configured, the user is notified if an incoming call matches a record or records on the Infinity database

NB:- Windows notifications will need to be enabled

This is a Windows notification and is controlled by Window’s notification settings. The notification will remain until cleared manually by the user. Windows notifications can be managed from the taskbar if no longer visible

If the calling number exists as an entry in the user’s contact list (in RingCentral Phone), the name will also be displayed in the window

If a single match is found the user has a button to ‘Log Event’. This will work regardless of the user picking up the RingCentral call and will take the user to the appropriate Infinity page, with the incoming phone event logger loaded and ‘Log Active Call’ button available

The incoming phone call is managed from RingCentral only and no further interaction with Infinity will occur. When ready the user can manually log the event in Infinity

If multiple matches are found then the user cannot log the event. Instead, the matching phone number can be copied and pasted into the Infinity find window to manually locate the correct matching record (see below)

Checking for matches on Infinity for incoming phone calls works as follows:

Checks for different variants of the same number. Takes the number and lays it out in 4 different formats, and then tries to find that number in Infinity:

• Number without any international dialling codes e.g. 077866...
• Number with international dialling code e.g. 4477866...
• Number with international dialling code and outgoing dialing code e.g. 004477866...
• Number with international dialling code and a plus e.g. +4477866...

If an incoming / outgoing RingCentral call is in progress and not currently linked to the Infinity event, there is an option in the phone event loggers to ‘Link to active RingCentral call’

When selected if there is no active call found a message is returned and the call cannot be linked to the Infinity event

If an active call is found the option greys out and the log button changes to ‘Log Active Call’ as per standard functionality. Once done, the call cannot be un-linked. If the user wishes to un-link the call then they need to cancel out of the event logger and log the event again