When the RingCentral integration is enabled in Neos, you will be able to make and receive calls from inside Neos, preview caller details, and create a new Intake for a caller that does not exist.
Call handling is controlled by RingCentral settings inside your firm's RingCentral account. To have incoming call notifications appear in the Neos RingCentral widget, ensure your Ring settings for "Desktop and mobile apps" is set to 'on'.
NOTE: To use the RingCentral integration, your firm must have this Paid Integration and be signed in to RingCentral from Neos. Refer to RingCentral Integration for more details.
Click here for a brief tutorial on using the RingCentral widget in Neos.
RingCentral Widget
The RingCentral widget is a popup that displays when the phone icon is clicked in the Neos action bar. The widget is used to make calls, check missed calls, voicemails, text messages, and more. Click the top right button to minimize the RingCentral popup. To view it again, click the phone icon.
The embedded widget can be moved anywhere inside of Neos. Tab options include Dial Pad, Call History, Messages, Contacts, and More Menu.
Make a Call
To make a call in Neos, click the telephone icon to display the RingCentral widget. Dial the phone number of the contact you wish to call. Neos will use your computer's microphone and speaker/headset to connect the call.
Any phone number in Neos can now be dialed using the RingCentral widget. Simply click the phone number or the dropdown from Search and select Call Number. Your RingCentral widget will immediately display and dial the contact.
NOTE: Your firm must have the RingCentral Integration and the user must be logged in to the RingCentral widget.
Receive a Call
When you are being called, the RingCentral widget will display the caller's name, if they exist in Neos, and their phone number. Use the Caller Details section to quickly browse caller details. Using the RingCentral widget, you can Forward to another number, Reply with a standard or custom message, Ignore the call (which stops the call from ringing), send To Voicemail, and Answer the call.
Caller Details
While the call is connecting, a Caller Details section will display at the bottom of the RingCentral widget.
The Caller Details section will expand, showing any associated contacts for this phone number. Click a tile in the Contact section to display the Name Results Preview of that linked contact. When clicked, the See All text will display all search results for that phone number using the Any Phone search criteria.
Click from the list of Latest Case/Intake to immediately open the most recent cases or intakes for that contact associated with the dialed phone number.
If the phone number does not exist in Neos, the Caller Details section will display the option to find a contact within Neos or to add a New Intake.
Use the search field to run a Name/Aka search for the desired contact. NOTE: This process does not add the phone number to the searched contact. Instead, it allows users to search for existing names in Neos and view their most recent cases (as shown above).
Click the New Intake button to add an Intake for this contact that does not exist in Neos. A Creating new Intake tab will display.
When the call is connected, the telephone icon in the Neos action bar (on the top right) will show green
.
RingCentral Menu Options
Along the top of the RingCentral widget, five tab options are available.
Using the present status icon in the top left corner of the RingCentral widget, you can now choose a different status in addition to the More Options menu described below. When your RingCentral status is changed outside of Neos, it will automatically sync with the dialer widget.
Dialer – Click into the To field to type or click the phone number of the desired contact. Click the call button to initiate the call. The phone number in the 'From' field is where the call is being dialed from. Use the dropdown to choose from your firm's available phone numbers.
History – Displays a history of your recent inbound and outbound calls. Click the down arrow below each listing to dial or message a phone number from your history.
Messages – Displays all voice, fax, and text messages. A number icon will display when a new message has been sent to your phone number. Click the down arrow to listen to the message and download an mp3 of the message. You may also call the phone number, send a text message, mark the message as 'read' (which removes the notification), or delete the message.
NOTE: Contact RingCentral for information on their online fax service.
To send a new message, click the All menu and select Compose Text.
Contacts – A list of your contacts from your RingCentral account are displayed. Select a contact to view their Caller Details where you can call, message, or email directly from the widget.
More Menu – Access to RingCentral Video and Settings. Video meetings will open in your browser. Settings will display your Calling, Region, Audio, and Status settings, including the End User License Agreement, the option to log out, and the current version of the RingCentral widget.
