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RingCentral - Saving Call Recordings to AgencyBloc using Zapier (For Sales Records)

Note: The Zap examples covered in this article support Sales Records only. Refer to this article for Individual Records.

Overview

This article has written instructions and screenshots for using Zapier to save RingCentral call recordings as Activities in AMS+.

To use the Zaps in this article, your Sales Records must have phone numbers, and you must have a paid plan in Zapier.

IN THIS ARTICLE

Setup for saving inbound calls
Setup for saving outbound calls
Common questions

If you complete setup for both inbound and outbound calls…

You will have two Zaps with the same trigger. When a call is recorded in RingCentral, both Zaps will run, but only one will continue depending on the call direction (inbound or outbound). The Zap that continues will locate a Sales Record in AMS+ and add an Activity with the recording file.

Setup for saving inbound calls

Once set up and activated, this Zap will trigger when you record a call, if the call was inbound, the Zap will continue and save the recording to AMS+ as an Activity.

To get started:

  1. You will need your account’s API sid and key for some of the steps in this Zap. If you’re the Account Owner, you can obtain these parameters by contacting the AMS+ Support Team at 866-338-7075 or by email at help@agencybloc.com.
  2. In a separate window, go to www.zapier.com and log in to your Zapier account.
  3. Put this window side-by-side.
    ringcentral_side-by-side.png
  4. Read the step-by-step instructions below while you build the Zap.

1. Set up the trigger

In Zapier, select the ‘Create Zap’ button.
Screenshot showing where to start creating a new Zap
In the Zap title, name it “Inbound Call Recordings for RingCentral - Sales Record”.
Screenshot showing where to edit the Zap title
In the trigger, search for the ‘RingCentral’ app
ringcentral_trigger.png
In the trigger event, select ‘New Call Recording’.
ringcentral_trigger_new-recording.png
Select ‘Continue’ and sign into your RingCentral account. Make sure it has all your recordings.
If you use ‘Company Wide Recordings’, you will want to connect your Zap to a RingCentral account with all recording access.
Test and continue.
This test will pull up a recently recorded call or multiple calls in your RingCentral account.
In the test results, check the ‘direction’ and make sure the value shows ‘Inbound’.
If the ‘direction’ shows ‘Outbound’, change the call recording sample by selecting the Call Recording dropdown above the search and selecting the ‘load more’ option. Choose a different one until you get one that has a ‘direction’ of ‘Inbound’.
Continue

2. Use ‘Filter by Zapier’ to trigger the Zap for inbound calls only

If it’s an outbound call, the Zap will stop and it will only continue if it’s inbound. This will ensure that the Zap will only create Activities for calls from clients and not producers or agents. See this section on how to build a Zap for outbound calls.

In the Zap, add an action directly after the trigger.
new-call-recording-in-ring-central.png
In the Built-in tools menu, select ‘Filter’.
Screenshot showing the filter by Zapier option
In the Filter setup & testing section, set the filter to only continue if the ‘1. Direction’ field contains the text ‘Inbound’.
Screenshot showing filter criteria
Continue.

3. Use ‘Formatter by Zapier’ to exclude the country code in phone numbers

RingCentral tracks the country code with phone numbers. The country code for the US is +1, so most callers in the US will have +1 in their phone numbers. With the country code, a US phone number has 11 digits.

However, AMS+ stores 10-digit phone numbers. You will need to add a formatter step to the Zap to ignore the country code (+1) so it can successfully match phone numbers in RingCentral with phone numbers in Sales Records in AMS+.

In the Zap, add an action directly after the inbound calls filter.
only-continue-if_step.png
In the Built-in tools menu, select ‘Format’.
Screenshot showing to select the formatter by Zapier option
In the Choose apps & event section, set the Event to ‘Numbers’.
Screenshot showing to set the event to numbers
Continue.
Set up the action to transform and ‘Format Phone Number’.
Screenshot showing the option to transform and format phone numbers
In the Input field, expand ‘1. New Call Recording in RingCentral’ and then select the ‘1. From Phone Number’ field.
Screenshot showing the RingCentral datapoint you want the Zap action to format
In the To Format field, select ‘5558001212 (No Symbols, National)’ in the dropdown list.
Screenshot showing the step where you choose what you want to RingCentral datapoint to be formatted to
Test and continue.
The result will be a 10-digit phone number.Screenshot showing the test results after testing the Zap action

4. Add an action to look up Sales Records in AMS+ by phone number

When this Zap creates an Activity, it needs to find an existing Sales Record in AMS+ to associate with the new Activity.

Every Sales Record in AMS+ has a unique ID number. This action will allow the Zap to look up Sales Record IDs in AMS+ and find existing Sales Records.

In the Zap, add an action directly after the exclude country code formatter.
numbers-in-formatter_by-zapier_step.png
In App event menu, search for and select ‘Webhooks by Zapier’ as the app.
webhook-by-zapier.png
Set the Event to 'POST'.
webhook_post-event.png
Enter the following URL for the Leads Search API: https://app.agencybloc.com/api/v1/salesEnablement/leads/searchphone and set the Payload Type to 'Form'.
searchphone-leads-api-key.png
Populate the ‘Data’ section with the API parameter and corresponding value or variable.
Every request should start with “sid” and “key” followed by the corresponding values.
sid-and-key-fields.png
After the sid and key, add the required parameter for the Leads Search API endpoint: PhoneNumberSearchQuery (case sensitive). In the right column, enter the 3. Output variable containing the re-formatted phone number.
sid-and-key-and-phonenumbersearchquery-fields.png
Select ‘Test Step’ to carry out the request to AMS+.
Continue.

5. Use ‘Filter by Zapier’ to only continue if a Sales Record is found

To prevent unnecessary errors, this filter will stop the Zap if no Sales Record is found with the phone number.

In the Zap, add an action directly after the POST in Webhooks by Zapier.
POST-in-Webhooks-by-Zapier_search-phone-number.png
In the App event menu, select ‘Filter’.
Filter-by-Zapier.png
In the Filter setup & testing section, set the filter to only continue if the ‘4. Record Id’ field exists.
Only-continue-if_Sales-Record-Found_conditions.png
Continue.
Test and continue.

6. Add an action to create Activities in AMS+

This step will only cover the required fields that are needed to create an Activity in AMS+. For a full list of Activity field options, refer to the Activities API documentation.

In the Zap, add an action directly after the filter to only continue if a Sales Record exists.
only-continue-if_sales-record-found_step.png
Select ‘Webhooks by Zapier’ as the app.
webhook-by-zapier.png
Set the Event to ‘POST’.
webhook_post-event.png
Enter the URL of the Create Activity API: https://app.agencybloc.com/api/v1/activities/create and set the Payload Type to ‘form’.
create-activities-api-url_and_payload-type.png
Populate the Data section with the API parameter and corresponding value or variable.
Every request should start with “sid” and “key” followed by the corresponding values.
sid-and-key.png
Add a row, and enter entityTypeID in the left field. In the right field, enter ‘Lead’.
entitytypeid_lead.png
Add a row, and enter entityID in the left field. In the right field, map to the ‘4. Record Id’ field, which is pulled from the Leads Search API step.
entityid_ringcentral-datapoint.png
Add a row, enter subject in the left field. In the right field, enter ‘Sales Record - Inbound Recorded Call’.
This subject line will be applied to all Activities created by this Zap.
subject-inbound-recorded-call.png
(Optional) Add a row, and enter notes in the left field. In the right field, enter “To:” and map to the ‘1. To Phone Name’ RingCentral field. Add another hard return and map to the ‘1. To Phone Number’ RingCentral field.

Add another hard return, enter “From” and map to the ‘1. From Name’ RingCentral field. Add another hard return and map to the ‘1. From Phone Number’ RingCentral field.
notes-inbound.png
Add a row, enter statusLookupID in the left field. In the right field, enter ‘Complete’.
If you want to follow up on the Activities, enter ‘In Progress’. Note: Setting the status to 'In Progress' will require a follow-up date and time.
statuslookupid.png
Add a row, and enter activityDate in the left field. In the right field, map to the ‘1. Start Time’ RingCentral field.
activity-date.png
Add a row, and enter attachment_file_name_1 in the left field. In the right field, enter ‘recording.mp3‘.
attachment-file-name-1.png
Add a row, and enter attachment_file_url_1 in the left field. In the right field, enter ‘1. Recording File: (Exists but not shown)‘.
attachment-file-url-1.png
Once all of the parameters and values are added, select the ‘Continue’ button.
Select ‘Test Step’ to carry out the request to AMS+.

After adding this step, your Zap should look like this screenshot:

ringcentral-steps.png

Setup for saving outbound calls

Once set up and activated, this Zap will trigger when you receive an outbound call and save the recording to AMS+ as an Activity.

If you created a Zap for inbound calls, follow these steps for a shortcut to make another one for outbound calls:

  1. Create a duplicate of the inbound calls Zap.
    Screenshot showing where to create a duplicate of the inbound calls Zap for Vonage

  2. Rename the duplicate Zap’s title to “Outbound Call Recordings for RingCentral - Sales Record” so you can tell it apart.

  3. Open the new Zap and edit the steps.
    Screenshot showing the duplicate Zap

In the new Zap, you will only need to edit the following steps:

Step 2: Filter by Zapier

Select and expand expand the 2. Only continue if… step.
In the Filter setup & testing section, set the filter to only continue if the ‘Call Direction’ field contains the text ‘Outbound’.
Screenshot showing the filter criteria
Continue.

Step 3: Formatter by Zapier

Select and expand the 3. Numbers by Formatter in Zapier step.
Select and expand the Choose apps & event section.
Set up the action to transform and ‘Format Phone Number’.
In the Input field, select the ‘1. To Phone Number’ RingCentral field.
In the To Format field, select ‘5558001212 (No Symbols, National)’ in the dropdown list.
Screenshot showing the To Format field
Continue.
Test and continue.
The result will be a 10-digit phone number.

Step 6: Create Activity in AMS+

Review all fields where you typed or manually entered and update them accordingly. For a full list of Activity field options, refer to the Activities API documentation.

Select and expand the 6. POST in Webhooks by Zapier (Create Activity) step.
POST-in-Webhooks-by-Zapier_create-activity.png
Set the Event to ‘POST’.
webhook_post-event.png
Enter the URL of the Create Activity API: https://app.agencybloc.com/api/v1/activities/create and set the Payload Type to ‘form’.
create-activities-api-url_and_payload-type.png
Populate the Data section with the API parameter and corresponding value or variable.
Every request should start with “sid” and “key” followed by the corresponding values.
sid-and-key.png
Add a row, and enter entityTypeID in the left field. In the right field, enter ‘Lead’.
entitytypeid_lead.png
Add a row, and enter entityID in the left field. In the right field, map to the ‘4. Record Id’ field, which is pulled from the Leads Search API step.
entityid_ringcentral-datapoint.png
Add a row, enter subject in the left field. In the right field, enter ‘Sales Record - Outbound Recorded Call’.
This subject line will be applied to all Activities created by this Zap.
subject_outbound-recorded-call.png
(Optional) Add a row, and enter notes in the left field. In the right field, enter “To:” and map to the ‘1. To Phone Name’ RingCentral field. Add another hard return and map to the ‘1. To Phone Number’ RingCentral field.

Add another hard return, enter “From” and map to the ‘1. From Name’ RingCentral field. Add another hard return and map to the ‘1. From Phone Number’ RingCentral field.
notes-inbound.png
Add a row, enter statusLookupID in the left field. In the right field, enter ‘Complete’.
If you want to follow up on the Activities, enter ‘In Progress’. Note: Setting the status to 'In Progress' will require a follow-up date and time.
statuslookupid.png
Add a row, and enter activityDate in the left field. In the right field, map to the ‘1. Start Time’ RingCentral field.
activity-date.png
Add a row, and enter attachment_file_name_1 in the left field. In the right field, enter ‘recording.mp3‘.
attachment-file-name-1.png
Add a row, and enter attachment_file_url_1 in the left field. In the right field, enter ‘1. Recording File: (Exists but not shown)‘.
attachment-file-url-1.png
Once all of the parameters and values are added, select the ‘Continue’ button.
Select ‘Test Step’ to carry out the request to AMS+.

Common questions

Do I need to set up these Zaps for each RingCentral user?
Yes, each Zap is linked to one RingCental account’s recordings. If multiple users will be recording calls, each account needs to be connected to Zapier and have the appropriate inbound and outbound Zaps configured for it.

What happens if more than one record has the phone number?
The Activity with the call recording will be attached to the first record found in Step 4. There is no way to choose which record the Activity goes to if more than one record is found. With the appropriate security permissions, you can re-associate Activities to another record.

How can I avoid an error when an internal user calls my phone?
When you have an internal call, RingCentral will send the extension numbers to Zapier but not the phone numbers. Without the phone numbers, Zapier will error out.

You can avoid these kinds of errors with a few edits to Step 2 of your Zaps.

  1. After the call direction filter, select the +And button to add another filter row.
    Screenshot showing how to add another row of criteria to the Zap filter
  2. For your Inbound Zap, the second filter will be 1. From Phone Number does not exactly match ‘No Data’.
    Screenshot showing the additional filter criteria for the inbound calls Zap
  3. For your Outbound Zap, the second filter will be 1. To Phone Number does not exactly match ‘No Data’.
    Screenshot showing the additional filter criteria for the outbound calls Zap

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