Ringcentral and Zoho - Calls logged multiple times

Ringcentral and Zoho - Calls logged multiple times

Hello,

We're in the process of migrating to Zoho and have migrated over to Ringcentral as part of that process.

We require some assistance regarding the setup and call logging for a multi user office environment.

What we tried:

We first tried setting up Ringcentral with a Call Queue. The main number would call the other extensions in the queue

What the problem is:

1. The problem with this configuration is the Zoho logs the incoming call as a call to each extension. Since only 1 person answers the call, Zoho logs the incoming call as 1 answered call, and multiple missed calls.

2. When transferring that call to another extension, Zoho again "sees" it not as a transfer, but as an outgoing call from the first extension, and an incoming call to the second extension.

What the result is:

For a basic setup with only 2 users, we end up with 4 calls logged in Zoho. 1 answered external and 1 missed, 1 outgoing from extension 101 and 1 incoming to extension 102. 4 records, for 1 call.

What we tried to solve it:

We tried to set up the system as a shared line, however Zoho doesn't recognise it and therefore doesn't log incoming calls. Additionally, since the desk phones are assigned to the shared line and not a specific user, we can't call out on the desk phone from Zoho, so this hasn't worked at all.

How we want it to work:

What we'd like is if an incoming call only produces 1 call log in CRM. If this can't be done, then 2 call logs would be OK, 1 for the incoming, and 1 for the answered transfer, but for the caller ID to also be transferred so that CRM can bring up the contextual information and not simply see it as an incoming call from, for example, Ext 101.

Is there a way to achieve this? Have we just been setting things up incorrectly in Ringcentral?

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