RingCentral App for Salesforce.com

RingCentral App for Salesforce.com User Guide 11192012.V1 1

Table of Contents Introduction... 3 About RingCentral App for Salesforce.com... 3 About This Guide... 3 Installation... 4 Prerequisites... 4 Installation... 4 For optimal user experience, ensure that:... 4 Login... 5 Placing calls... 6 Logging calls... 7 Incoming Calls... 8 Logging incoming calls... 8 Caller information... 8 Options... 14 Troubleshooting... 15 11192012.V1 2

Introduction About RingCentral App for Salesforce.com RingCentral App for Salesforce.com is a companion to the RingCentral Softphone, and provides seamless integration between Salesforce.com and your RingCentral services to enable improved customer retention, agent productivity and advanced business processes. It offers features like - Outbound click-to-dial calling using RingCentral service Ability to log call details information into Salesforce Logging multiple inbound/outbound calls simultaneously Search for related Salesforce objects (accounts, contacts, etc.) using the caller ID Related objects from Salesforce are listed in the App UI that is displayed within Salesforce interface Requires RingCentral Softphone to be installed and running on the computer About This Guide This guide is specifically designed for end users of the RingCentral App for Salesforce.com application. This user guide will show you how to use this App, known issues/ limitations, as well as some basic troubleshooting. For information on setting up the application on the user desktop, system/network administrators should consult the RingCentral App for Salesforce.com Administrator Guide. 11192012.V1 3

Installation Prerequisites a. You need Administrator privileges to your Windows XP SP3 / Windows 7/ Windows 8 computer to be able to install this App. Apple/Macintosh or Linux computers are not supported. b. Your need to be using one of the supported browsers: IE8+, Firefox 3.5+, Chrome 10+. Preferably IE9+, Firefox 10+, and Chrome 13+. c. Your computer should have the RingCentral Softphone installed, running, and you have logged in to it with your RingCentral Direct Number and password. a. If necessary, RingCentral Softphone can be downloaded from the Tools menu after logging into your RingCentral account online. Installation a. Download the RingCentral App for Salesforce from Tools menu of RingCentral account online, or from Salesforce AppExchange b. The App installation process will restart the RingCentral Softphone. a. If the RingCentral Softphone does not restart automatically, exit the Softphone manually and restart it for the configurations to take effect. a. Login to Salesforce.com through your browser and notice the RingCentral App for Salesforce login form in the left navigation sidebar (Figure 1). b. Note: if the left navigation sidebar is hidden, you may need to pull it out. c. If you see a Connect CTI Adaptor button, refresh the page. For optimal user experience, ensure that: b. You are using your RingCentral Direct Number, and you have access to a Device/Phone/Softphone associated this number, through which you can make and receive phone calls. Your RingCentral App for Salesforce will also be using this device to place/receive calls. c. The App will work only while you are logged in to Salesforce.com, and a page is displaying the App UI in the left navigation sidebar. d. Your browser has pop-up blockers disabled for Salesforce.com site. 11192012.V1 4

Login You will see a form as in Figure 1 in the left navigation sidebar of Salesforce UI, allowing you to log in to your RingCentral account. Type in the your RingCentral Number and password. For convenience, check the Remember Me checkbox, and the App will save your username/password until you logout. Note: if the sidebar is hidden, you may need to pull it out to reveal the login RingCentral form. In some rare cases, you might see a button Connect CTI Adapter in place of the App UI. Click on the button to reveal the RingCentral Login form. App UI Figure 1: Login with RingCentral Direct Number and Password 11192012.V1 5

Placing calls There are two ways you can place a call: 1. Type in the number you want to dial on the App dial pad (Figure 2). To reveal the dial pad, you may need to click on Line 1 link. 2. Use the click-to-dial feature (Figure 3) from various records in Salesforce interface. Numbers that can be dialed are indicated with a handset icon (examples circled). Figure 2 : Dial Out Figure 3 : Click To Dial RingCentral will first call you at your RingCentral Direct Number, and the associated device will ring. Once you answer the call, the call is connected to the other party (for more information, refer Options section below). RingCentral Call1 Call2 Call is connected if both parties answer the calls Figure 4 : Outgoing call - Matching Record The App UI will change to display the below screen (Figure 4) during the time the call is being connected. If the dialed number matched any Salesforce records such as Contacts, Accounts, etc., they will be displayed here. For example, the Contact Arthur Song matched the dialed number 2125555500 in Figure 4 below). 11192012.V1 6

Logging calls When the call is connected successfully, and you have opted to Log Call (as in Figure 4), the App display will start showing a call timer and a form to enter a Subject and Comments about the call, to be stored in Salesforce and attached to the objects you select in the dropdown below the Subject (Figure 5). The information is saved to Salesforce as you type, so you are free to browse Salesforce pages without losing the information you have captured. While on the call, clicking on matched objects will show you the relevant object details in the Salesforce interface. For example, clicking on Tim Barr link (Figure 5) will retrieve Tim Barr s contact record from Salesforce. Clicking on Finished stops the logging timer and closes the call log form. It does not hang up the call, so you can continue your conversation. Likewise, hanging up the phone does not close the call logger, so you can continue to write Comments and enter the Subject after the call is finished. Figure 5 : Call logging For taking in-call actions like call-transfer, hold and mute, use the controls available on the device through which you are speaking to the called party. Outgoing calls placed through the click-to-dial feature are always logged. 11192012.V1 7

Incoming Calls For your App to handle incoming calls, ensure that you have installed the RingCentral Softphone, and that it s open and you are logged into it. Logging incoming calls When an incoming call is received, your RingCentral Softphone notifies you of the call (Figure 6). In addition to the Softphone, other phones may also ring, depending how you have configured your RingCentral phone system. You will accept or ignore the call using the controls available on your phone. Figure 6 : RingCentral Softphone Incoming Call Figure 7 : RingCentral App Incoming Call At the same time, the App UI will notify you of the call logging form in Salesforce.com interface (Figure 7). You will have 15 minutes to decide whether to log the call or not. Caller information Using the Caller ID of the incoming call, Salesforce will display matching records in the App UI (e.g. contacts, accounts, etc.). If the optional search features are enabled for your Salesforce account, you will also see richer search results displayed as Advanced Search Results page in the Salesforce UI in a new browser tab (Figure 8). 11192012.V1 8

Figure 8 : Multiple matching records Select a record either from the App UI or Salesforce interface on the right side to associate the call log with (Figure 9, Figure 10). 11192012.V1 9

Figure 9 : Log Call clicked 11192012.V1 10

Figure 10 : Call log associated with a single record You can browse to some other record as well, and they will keep on getting added to the dropdown (Figure 11). 11192012.V1 11

Figure 11 : Add another record to dropdown If the optional search features are enabled for your Salesforce account, and Caller ID matched only a single record, Salesforce will automatically display that record (Figure 12) Figure 12 : Single Matching Record If the optional search features are enabled for your Salesforce account, and the Caller ID matched no records, you will be able to create a record using the Caller ID as the contact phone number (Figure 13). 11192012.V1 12

Figure 13 : No matching records 11192012.V1 13

Options Most options are set properly during a standard install of the App. If required, options can be accessed by rightclicking on the App icon of the desktop). in the Windows system tray (for most PCs, this system tray is the lower right corner When you right click on the icon of the App in the system tray menu options., you will be presented with the following Figure 14 : Menu Options 1. Prompt me to press 1 before dialing out: When you make an outgoing call, RingCentral will first call you at your RingCentral Direct Number. Once you answer the call, the call is connected to the other party. In some cases, your voicemail may pick up the call before you get a chance to answer it. This option allows you to avoid this situation. If you turn this option ON, you will be asked to press 1 before the call is connected to the other party 2. Start when Windows starts: When checked, automatically start the App when you log in to Windows. 3. Edit RingCentral Direct Number: This is the number and the associated phone/device/softphone from which outgoing calls will be made. This field cannot be left blank. 4. Logged in: Displays Log in through Salesforce.com when you are not logged into RingCentral. 5. Set Logging Level (Advanced option): Sets the level of logging. By default, this is set to Low Errors only. Should you encounter problems while using the application, set this to High Errors, informational messages and XML so that your administrator can identify the issues. 6. About: Displays information about the App. 7. Exit: Closes the App. 11192012.V1 14

Troubleshooting Q: I have set up everything correctly, but neither the App nor my Softphone are able to see incoming calls. A: Q: Incoming calls to my RingCentral Direct Number forward to my mobile phone, but click-to-dial calls aren t ringing on my mobile number. A: Click-to-dial calls will not implement the forwarding rules. Only the incoming calls are forwarded based on forwarding rules. Q: On logging into the App, users are getting error message Your RingCentral account does not include Salesforce integration. Please contact your RingCentral system administrator. What is that? A: Not all RingCentral accounts have the ability to use this App. You may have to upgrade your account to be able to use this feature. Please contact your RingCentral representative to get more information. Q: Incoming call is not notified in Salesforce interface, even if everything is set up correctly. A: At least one tab in the browser should be displaying the App for incoming calls to be notified. Q: If the incoming number does not match any record, the pop-up page gives Insufficient Privileges. A: Please ask your Salesforce Administrator to add access to the VisualForce page "CreateNewObjectANI" to your profile. Q: Search results are not displaying records that match the Caller ID. A: Check the format of the phone number in Salesforce. Ensure the format is standardized per Salesforce conventions. Q: I am getting a "Do you want to view only the webpage content that was delivered securely" Security Warning in Internet Explorer when I use the App (Figure 15)? A: This warning is a "Mixed Content Warning". It indicates that you are accessing salesforce.com over HTTPS, but communicating with the App over HTTP. 11192012.V1 15

Figure 15 To fix this, you will need to change the security settings for the Internet Explorer. To edit the Internet Explorer security settings: 1. Click on the gear icon on the top right of the IE window; from the dropdown menu, click Internet Options. 2. Select the Security tab at the top of the pop-up window (Figure 16). 3. Select Internet and click the Custom level button. 4. Scroll about halfway down the list until you see the Miscellaneous section. 5. Under this section you will see the option to set permissions for Display mixed content. 6. Change this to Enable (Figure 17). 7. Repeat steps 3 to 6 for the Local Intranet and Trusted Sites zones. 8. Make sure that localhost as well as your Salesforce website are not added to the Restricted Sites zone. 11192012.V1 16

2 4 3 3 Figure 16 Figure 17 11192012.V1 17

Q: I don t see any new tab/window open on incoming calls. A: Please ensure that pop-ups are not blocked by browser settings or some other Pop-up blocker software installed on your desktop. A: The configurations may not have been picked up. Restart the App and the RingCentral Softphone. A: These features may not have been implemented. Contact your Salesforce administrator. A: In your RingCentral account, ensure that the Softphone is set up to be notified of the incoming calls in the call forwarding rules settings. Q: Can I use the same App across multiple browser types (IE and Firefox)? A: The same App can be used across as many browsers as you want as long as the user is not logged into two or more browser types simultaneously. This means that the user cannot be logged into salesforce.com on Internet Explorer and Firefox at the same time. Simultaneous logins are not supported. Q: If I make a call to myself, the incoming call features are not working. A: The incoming call features will not activate if you call the number associated your Softphone. Q: I can see some phone numbers in Salesforce., but the click-to-call icon is not displayed. A: Salesforce.com determines which numbers display click-to-call. It may also be due to customizations made for your Salesforce account. Q: I would like to disable the RingCentral App for Salesforce.com for now. A: There are several ways to disable the app temporarily: Close the App from your Windows system tray. Note: The App will not open automatically when you restart Salesforce.com or your computer; you will have to manually restart the App to use it again. Log into your account online, go to Call Forwarding, and uncheck Notify Softphone. Q: What browsers are supported? A: The following browsers are supported by the App: IE8 + Firefox 3.5 + Chrome 10 + While we do support IE8 and Firefox 3.5, performance is significantly improved in browsers like IE9+ Firefox 10+ Chrome 13+ Q: Help! I can t see the App when I log in to my Salesforce. What is the problem? Does it require some special permissions? A: No, the App does not require any special permissions. Contact your Salesforce Administrator. 11192012.V1 18