Engage Voice
Agent: Using the Engage CRM integration

For a PDF download of the Engage CRM integration Agent Guide, click here.
Using the Engage CRM integration app provides a similar experience as on the web, all within your CRM. You can set your agent state, make or take calls, transfer calls, and disposition calls. There are additional features that are unique to the integration app, such as click-to-dial or screen pops on inbound and outbound calls. 

Using Engage CRM integration with RingCentral Phone

As discussed in Agent: Logging into the Engage CRM integration, agents need to log in to the RingCentral Phone desktop app before they can take or place calls. You’ll get your dial tone with the RingCentral Phone desktop app, and most of your call controls will be handled here. 
With the RingCentral Phone desktop app, you can do the following alongside the Engage CRM integration:
  • Mute
  • Hold
  • Record
  • Transfer

Setting your agent state and agent leg

You can toggle your agent leg using the Agent Leg toggle switch in the upper right-hand corner. Doing so connects the Engage CRM integration app to your RC Phone app. You can then set your agent state at the top of the integration app. Click the dropdown arrow to select the state you want to be in. Setting your agent state to Available, which is indicated by a green dot, lets you start receiving calls. Setting your agent state otherwise won't let you make or take calls. 
Setting the agent status and agent leg

Placing calls

There are three ways you can make outbound calls using the integration app: using the dialpad, click-to-dial, and directly on the integration app when you search for or pull up a record from the call history. 
To place calls using the dialpad, you need to click on the dialpad icon, dial the number using your keypad or click on the numbers, and then click on the green phone icon.
To place a call using click-to-dial, simply click on a phone number in your CRM records to dial it.
Lastly, you can pull up a record from the search bar or from your history, select the phone number you want to call, and click on the green phone icon to dial the number.

Managing incoming calls

When you’ve set your agent state to Available, you’ll be able to receive calls. When a call is incoming, the integration app will automatically capture inbound calls in your CRM whether or not an agent interacts with the integration app.
On incoming calls with numbers registered in your CRM, the integration app will pop up with customer info. It will also open the customer information page for that particular caller. Active incoming calls will register as a green bar in the Call History tab. 
There are three ways the Engage CRM integration app will behave, depending on the records your CRM has on the caller: single match, multiple matches, and no match.

Single match view

If a caller has only one match in the records of your CRM, the integration app will display customer info with an active incoming call bar in the Call History tab.
View of single match view
When you click on that customer’s bar, Workflow Tabs will be displayed. This page has three tabs you can interact with, namely the Actions tab, the Activity tab, and the Info tab. By default, you will be shown the Actions tab. Read more at Managing calls

Multiple match view

Sometimes, people will call in from a number that exists across more than one record in the CRM, leading to multiple matches being found by the integration app. This can happen due to duplicate records, shared phone numbers, or corporate dial-out rules. In these cases, the integration app will display the multiple match view.

To view the records that match the caller’s information, click on the bar that says ‘X matching records’ to get into the matching records page. On this page, all the records associated with the caller will be displayed. When you click on a record, a modal window within the integration app will appear, and you will be asked to either Assign Call or View Record. Click on Assign Call, and you will be redirected to the Actions tab of the customer info page. More on this in Managing calls. Select View Record, and your CRM pops up the caller’s info on the CRM page.
View of multiple match view

No match view

If the caller has no records in the CRM, clicking on that caller’s tab will redirect you to the No matching records page where you can, using the search bar, search for and relate that caller to an existing record, or create a new one. You can also input notes on the No matching records page.
View of No match view

Managing calls

Whether you’re occupied with an inbound or an outbound call, the active call’s UI will be similar to each other. An active call is broken up into two sections: Active call display and workflow tabs.

Active call display

The active call display provides a heads-up view of key info needed to recognize and serve a contact. Depending on its configuration, additional information may be provided. The active call display is always visible on a single match call, ensuring you always have key context at your fingertips. 
By default, the active call display includes the record name, a link to the rerecord, the parent record or the account, a link to the parent record, the status of the call, and the phone number of the matched record.
Some configuration, depending on the plan you’re company is on, includes additional information such as an image matched from social profiles, a job title from LinkedIn, location, line type, carrier, and other third-party data that gives context about a caller to better serve their needs.
View of an active call

Workflow tabs

As mentioned in Managing incoming calls, there are three tabs that will be displayed when interacting with a caller and their info: Activity tab, Info tab, and the Actions tab. By default, the Actions tab will be displayed when you engage a caller. We will go through each of them from left to right in the UI, and not by the default in which you will encounter them.
Please note that you can still access your workflow tabs even if you’re not engaged with a caller. Just click on their name in call history to bring up the workflow tabs. 

Activity tab

The Activity tab provides you a context of the matched record. By default, it displays open activities and completed activities saved in the CRM in chronological order. Included in this tab are key events, such as ‘record created,’ ‘case opened,’ and more. Each activity and event has an icon next to it that allows you to access the CRM record with one click.
View of  the Activity tab

Info tab

The Info tab is a detailed view of key information related to the matched record and other related objects. The information that is displayed on the Info tab is customized based on your Engage CRM integration team and type of record (lead, account, contact) and related objects (account, case, opportunity) that you are interacting with.
View of  the Info tab

Actions tab

The Actions tab is meant for just that — taking action. It provides a long list of functionality and can be customized to meet the unique needs of you and your team’s workflow. In the Actions tab, you can do the following:
  • Take and save call notes
  • Create follow-up activities
  • @ mention colleagues within your notes
  • Update fields or dispositions
  • Relate calls to opportunities or cases
  • Create new opportunities or cases
  • Relate and create custom objects, such as a proposal, for example
View of  the Actions tab
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