• When the call is ringing: A matching record with the incoming phone number will pop on an incoming call. This is useful for agents to see all the information of the caller even before they answer the call
• When the call is answered: A matching record with the incoming phone number will pop when the call is answered. This is useful for agents to see all the information of the caller only after answering the call. The record will not be pulled up if the agent chooses not to take the call
• When the call is ringing: A new case will be created automatically on an incoming call
• When the call is answered: A new case will be created automatically when the call is answered
• Only fields with text values can be populated
• Fields can be populated by mapping it to various standard values available in the call baggage
• Populate the entire IVR payload into any field in the case. This can be done by selecting ivr: all in the mapping
• Alternatively a field in the case can be populated with a single value set in the IVR. This can be done by mapping the value to ivr:single and defining the variable set in the IVR
• When the call is ringing: Additional data will populate in the logged call activity on an incoming call
• When the call is answered: Additional data will populate in the logged call activity when the call is answered
• The standard fields logged by RingCentral in the activity cannot be modified or mapped
• The description field in the activity can be mapped
• Any custom field of data type Text can be mapped
• It is recommended to create custom fields in the activity to log any additional data