The Communications Center uses your firm's RingCentral account to import call logs into Neos. The import includes incoming and outgoing calls, either from the RingCentral widget in Neos, a softphone, or a hardware phone.
RingCentral Integration Requirements
RingCentral subscription (Core plan or higher) with Admin permissions
Paid Integration with Neos
NOTE: The user/email address selected to connect the RingCentral integration in Neos must either be an Administrator in RingCentral or at least have the "ReadCompanyCallLog" RingCentral permission.
How it works
In Neos, navigate to Settings (on the left navigation pane) and click the Integrations button.
Select the Ring Central tab.
Use the Staff field to select the Neos user email address that should be used to enable the RingCentral integration.
For security purposes, Neos recommends an integration-specific staff be created for enabling each integration (e.g., "RingCentral Integration") and given the proper permissions. Add the following details to the Staff Profile for this integration-specific staff:
Full Name, e.g., "RingCentral Integration"
Staff Code, e.g., "RingCentral"
Job Title – Create a job title, e.g., "Integrations" in the Job Title Mini Directory that can be selected for this required field.
Time Zone, as applicable to your firm
First Name, e.g., "RingCentral"
Last Name, e.g., "Integration"
Active – checked
Email Address, e.g., "[email protected]"
Password – meet minimum qualifications
Since the entered email address does not need to be connected to an Office 365 account, it is recommended to enter a dummy email address, such as "[email protected]". Once the integration-specific staff has been added, you must refresh Neos to see that staff in the "Email address to connect to" dropdown. Using this configuration, the integration-specific staff will not count towards your firm's billable users.
To limit the necessary permissions required for this integration, creating a separate integration-specific staff for each integration at your firm is recommended.
The RingCentral Integration staff should have the following permissions:
General:
Communications Center: Enabled and Add
4. Click the Activate button.
NOTE: Simply activating the RingCentral integration in Neos will not import calls until Customer Success is contacted and your firm representative follows the email instructions mentioned below.
When the RingCentral integration is activated, your firm must contact their Assembly Software Customer Success Manager or email [email protected] to purchase the integration. Assembly will send the Firm an email with a URL link and a generated temporary one-time use token provided by the Integration Engineers. This link will initiate access to your firm's RingCentral account. The token provided in the email is only active for 7 days. If the token expires after the 7th day, contact Support to request a new token.
Click the following link:
Enter the unique token provided to you from the email and click the Sign In button.
NOTE: If the token times out or is incorrect, you will receive the following error.
When the token is successful, the RingCentral Connector Setup screen will display. Click the Sign In button, where you will be prompted to sign in with your firm's RingCentral account. Make sure that the user signing in has the "ReadCompanyCallLog" permissions in RingCentral.
When complete, ensure that the integration has been enabled in Neos and that the unique "RingCentral Integration" user has the proper permissions. Reply to the email from Assembly Software when the above steps are complete. Assembly will validate the authorization and finish the activation process in the backend.
When verified by Assembly, the integration will be running! Every hour Neos will reach out to RingCentral and fetch any and all new calls since the last time it checked and load them into the Neos Communications Center. Refer to Accessing Phone Call Communications for more details. A note will be created for imported calls and matched to Staff as applicable. Refer to Assigning Calls for specific criteria.
NOTE: The Staff connected to your firm's RingCentral account can be changed without interrupting your integration. Contact Neos Support to verify your firm's sync time frame for seamless reconfiguration.
Refer to the following support videos for using this integration: