BigChange and RingCentral Integration Setup

  • Updated

Integrating BigChange with RingCentral allows you to streamline your communication processes by syncing your computer, office network, and mobile phone. This integration enables you to make and receive calls, send and receive texts and faxes, and conduct audio and video conference calls. This article provides a step-by-step guide to setting up these features.

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Incoming Call Popup

Setting Up Incoming Call Popup

  • Open the RingCentral Phone app.
  • Select the settings icon at the bottom right of the Dialpad.

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  • Go to 'Settings' (mechanical gear icon).
  • Select the 'Phone' submenu.
  • Find 'Launch an external app....' and select 'Manage'.

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  • Enter the URL: https://beta.clients.bigchange.com/call.aspx?number=%E into the 'Enter command' field.
  • Press 'Save'.

This setup will allow an incoming call to be instantly processed through your CRM, opening a browser window displaying the caller's details.

Back Office Settings

Enabling Click-to-Call

  • Navigate to: [Top menu] Account setting (icon).
  • Settings
  • Side menu Account.
  • Account settings.
  • Under the Website Section.
  • Select 'Click-to-call protocol' and choose 'Tel (used by Skype, Smartphones...)'.

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Once selected, this option will save automatically.

You can now click on a contact's number in your CRM, and a popup will confirm that you are making a call using RingCentral. The number you are about to call will appear at the bottom left of your screen.

Accessing Call Features

  • From the Contact's card, select the 'Call now' field next to their number.

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  • A RingCentral Dialpad will open, indicating the active call has begun.

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Users can also view any open Notes related to the caller via two buttons: one for general Contact notes and another for specific Contact Person notes.

Changing Call Options

  • Navigate to Windows.
  • Type in "default".
  • Select "choose a default app for each protocol".
  • Select Tel (URL: Tel Protocol) and choose your preferred software application.

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Ensure your telephone system is compatible with the 'tel' protocol by consulting your telecoms or IT provider.

Unrecognised Number

Handling Unrecognised Numbers

When an incoming call comes from a number that is not recognised in CRM, users are given the option to either create a new contact or add to an existing one. When prompted with the option to assign the person to the new contact, the parent contacts are displayed in bold.

 

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Once a selection is made, an 'eye' icon allows the user to view the contact to make sure they have selected the correct one.

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Customising the Popup Display

  • The popup can display the following additions where set up in the back office:

    • If additional information has been added for a contact in the field ‘Extra info’, eg 'Part-time worker Mon-Wed only', this will be displayed in the Contact section beneath the address field. Where additional information has not been added, the field will not appear in the popup.
    • If the person has any populated custom fields, eg their LinkedIn address, it will be displayed as the last fields in the Person section. Again, where additional information has not been added, the field will not appear in the popup.
    • If the account is on stop, a red banner will be displayed at the top of the popup, detailing all information as to who put the account on stop, when and why.

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Conclusion

Integrating BigChange with RingCentral enhances your communication capabilities by providing seamless access to contact information and call functionalities. By following the steps outlined in this article, you can optimise your workflow and improve efficiency. For further assistance, consult your telecoms or IT provider.

Video

For a visual guide on setting up BigChange and RingCentral integration, please visit our Help Centre.

 

 

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