Engage Voice
Agent: Logging in to the Engage CRM integration

For a PDF download of the Engage CRM integration Agent Guide, click here.

When you log in to your CRM, you’ll find the embedded UI or the Chrome extension on the right-hand side of the page. The main difference between the two is that the embedded UI takes up space within your CRM itself, meaning it’s not superimposed on the UI of your CRM. The Chrome extension ‘floats’ above your CRM but is still stationary on the right-hand side of the page. Both can be minimized, depending on your needs. 
 
Keep in mind that in order to use the Engage CRM integration, you need to be an existing Engage customer. Before logging in the integration, you can log in to the RingCentral Phone desktop app. You need to log in to the RingCentral Phone app since you’ll use the dial tone of your softphone to receive and place calls. Read Agent: Using the Engage CRM integration to learn more about this.

Logging in to Engage CRM integration

To log in to Engage CRM integration,
1. Upon login, expand the embedded UI or the Chrome extension by clicking on the right arrow icon.
2. Enter your username.
3. Enter your password.
4. Select your Inbound Queues.
5. Select your Outdial Groups.
6. You may log in using a phone number or SIP address, or an extension.

a. If logging in using a phone number or SIP address, select the Use Phone Number radio button and fill out the Phone Number or SIP field.

b. If logging in using an extension, select the Use Extension radio button.

7. Click Connect.

Connecting the Engage CRM integration app with RingCentral Phone

Once you’ve logged in to the integration app, you then need to log in to your RingCentral Phone desktop app. After you’ve logged in to the RC Phone app, you need to toggle the Agent Leg switch. You’ll receive a call on the RC Phone app, and when you answer that call, you’ll then have connected the integration app with the RC Phone app, thus establishing a dial tone and a persistent connection.
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