RingCentral

Integration Launch

Voxjar’s native RingCentral integration is one of our QuickLaunch integrations and requires that you have RingCentral admin permissions.

Simply click on the RingCentral logo and then log in to your RingCentral account from within Voxjar on the integrations page or while going through the getting-started guide when you sign up for Voxjar.

Once your integration has been successfully launched, Voxjar will start automatically importing and analyzing your call recordings and call metadata on a nightly basis.

You will also be prompted to review your Integration Settings. With these settings, you can limit the amount of call volume uploaded each month, limit the max and min durations of calls that are uploaded, toggle emotion detection, restrict call uploads by direction, and filter out specific users from call uploads.

You can return and update these settings at any time.

RingCentral Call Recording Quality

By default, RingCentral records your calls and stores them in mpeg format. This format dramatically decreases the accuracy of your Call Transcripts.

Follow these steps to convert your RingCentral call recordings to uncompressed WAV format and improve your Call Transcripts.

1. Contact RingCentral Technical Support at https://success.ringcentral.com/RCCallSupport
2. Have them take the following steps.

• • Go to your account
  • Click on Mailboxes
  • Click Edit under “Compression Type”
  • Set Call Recording Compression to “Uncompressed”
  • Repeat these steps for every single extension in your account

Tip: Sometimes the support rep will confuse Voicemail recording and Call recording. Make sure they are changing the Call Recording compression.

RingCentral Metadata

Voxjar’s filtering system is the backbone of our platform and converts metadata into filterable data. We automatically do this for RingCentral. The following list shows the metadata our integration pulls directly from RingCentral in addition to Voxjar generated metadata.

• Agent Metadata
  • RC user email address -> Voxjar agent identifier
  • RC user name -> Voxjar agent name
  • RC user extension -> Voxjar agent phoneNumber
  • RC user admin status -> Voxjar agent isAdmin

• Customer Metadata (the other party on the phone call)
  • Other party’s name -> Voxjar customer name
  • Other party’s phone number -> Voxjar customer identifier
  • Other party’s location -> Voxjar customer location

• Call Metadata
  • RC call id -> Voxjar call identifier
  • RC direction -> Voxjar direction
  • RC call start time -> Voxjar timestamp
  • RC users’ department -> Voxjar call type
  • RC queue -> Voxjar queue (disabled when settings filter by agent)
  • RC call result -> Voxjar disposition