Step-by-Step Setup Guide

For the integration in Kickscale to work, RingCentral must send the telephonySessionId to Kickscale after a conversation ends. Kickscale uses this telephonySessionId to gather all informations from RingCentral needed to Analyse the call.

This informations include:

Call Conversation
Call Recording
Information about the User that had the call to verify if they are in Kickscale

1. Add Genesys Connection in Kickscale

Go to Settings > Workspace > Integrations.
Scroll to the new section RingCentral Integration.
Click on Connect RingCentral.
You will be redirected to RingCentral, sign in if needed and authorize Kickscale.
You will automatically be redirect to Kickscale afterwards.

Troubleshooting

Please try refreshing the error page or restarting the process in an Incognito-Window in case you see the error: "Redirect URIs do not match"

2. Check if connection was successful

You can see you Account and Extension Id if you click on Manage Integration.

3. Enable Call Recording in RingCentral (if not already)

Kickscale relies on call recordings, so recording must be enabled in RingCentral.

Troubleshooting

No calls are showing up in Kickscale

Check that call recording is enabled in your RingCentral
Check if the email addresses of the RingCentral users match with the ones in Kickscale
Verify that the User has a Paid Kickscale Plan

Missing Calls

Kickscle retries to fetch call data every 1 hour for up to 24 hours per call as sometimes the recording takes longer to be available in RingCentral.
You can check the status of your missing call, as soon as we were able to gather enough information to map the call to a user. You'll find the status in the conversation overview after clicking Where's my Conversation and checking the RingCentral Calls tab.