RingCentral - Saving Call Recordings to AgencyBloc using Zapier

This article has instructions for using Zapier to save RingCentral call recordings as Activities in AMS+. New to Zapier? See this article first.

To use the Zaps in this article, your Individual 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

Note: 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 an Individual 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. In a separate window, log in to your Zapier account.
2. Put this window side-by-side.
3. Follow the step-by-step instructions below.

1. Set up the trigger

In Zapier, select the Create Zap button.

In the Zap title, name it "Inbound Call Recordings for RingCentral - Individual Record".

In the trigger, search for the RingCentral app.

In the trigger event, select New Call Recording.

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.

Select 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.

In the Built-in tools menu, select Filter.

In the Filter setup & testing section, set the filter to only continue if the 1. Direction field contains the text Inbound.

Select Continue.

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

Note: Due to updates in RingCentral, phone numbers may not pass through Zapier's phone number formatter as expected and may cause this action to stop working properly. If you encounter this issue, please reach out to Zapier Support for assistance.

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 Individual Records in AMS+.

In the Zap, add an action directly after the inbound calls filter.

In the Built-in tools menu, select Format.

In the Choose apps & event section, set the Event to Numbers.

Select Continue.

Set up the action to transform and Format Phone Number.

In the Input field, expand 1. New Call Recording in RingCentral and then select the 1. From Phone Number field.

In the To Format field, select 5558001212 (No Symbols, National) from the dropdown list.

Test and continue.

The result will be a 10-digit phone number.

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

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

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

In the Zap, add an action directly after the exclude country code formatter.

In the AgencyBloc account field, choose your AMS+ account. You may need to connect your AMS+ account to Zapier with an API key. Learn how to activate the AMS+ Zapier integration.

Select Continue.

In the Set up action section, locate the Phone Number field.

In the Phone Number field, select 3. Numbers in Formatter by Zapier from the dropdown list, and then choose 3. Output.

Select Continue.

Test and continue.

The result will be an Individual in AMS+ with the phone number provided in 3. Output. If no record was found, you can create a new record in AMS+ and add the 3. Output value to it, or add the 3. Output value to an existing record. After adding the phone number to an AMS+ Individual, you will need to retest the action.

5. Add an action to create Activities in AMS+

This step will only cover the required fields needed to create an Activity in AMS+.

In the Zap, add an action directly after the action to look up Individuals in AMS+ by phone number.

In the AgencyBloc account field, choose your AMS+ account.

Select Continue.

In the Associated With - Record Type field, select Individual from the dropdown list.

In the Associated With - Record ID field, select 4. Get Individual by Phone Number and Name in AgencyBloc from the dropdown list, and then choose 4. Data ID.

In the dropdown list, you can enter 4. Data ID in the search bar to quickly locate this option.

In the Subject field, enter a subject line.

This subject line will be applied to all Activities created by this Zap. For example, you could set the subject line to: Inbound Recorded Call.

In the Notes field, enter "To:" and map to the 1. To Name RingCentral field. Add a space and map to the 1. To Phone Number RingCentral field.

Add a hard return and enter "From:" and map to the 1. From Name RingCentral field. Add a space and map to the 1. From Phone Number RingCentral field.

In the Activity Status - ID field, select Complete from the dropdown list.

If you would like to assign each Activity to a user or team for follow-up, you will need to select a different Activity Status and provide the follow-up date, follow-up all day or follow-up start and end time values. You will also need to enter the first and last name of the follow-up user or select a team from the Follow-up Team - ID dropdown.

In the Activity Date field, expand the 1. New Call Recording in RingCentral option, and then select 1. Start Time from the dropdown list.

This will allow you to track the date the call occurred.

In the Attachments from Zapier File 1 field, expand 1. New Call Recording in RingCentral and then select 1. Recording File from the dropdown list.

This will be the actual .mp3 file that RingCentral sends to Zapier, and then Zapier will send into AMS+.

Select Continue.

Test and review.

This test will create an Activity in AMS+. You can look up this Activity and verify that it was successfully created with the recording file from RingCentral.

Publish the Zap.

Setup for saving outbound calls

Once set up and activated, this Zap will trigger when you record a call. If the call was outbound, the Zap will continue 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.
2. Rename the duplicate Zap's title to "Outbound Recordings for RingCentral - Individual Record" so you can tell it apart.
3. Open the new Zap and edit the steps.

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

• Step 2: Use Filter by Zapier to trigger the Zap for outbound calls only
• Step 3: Use Formatter by Zapier to exclude the country code in phone numbers
• Step 5: Create Activity in AMS+

In the Filter by Zapier step…

Select and expand the Filter by Zapier step.

In the Filter setup & testing section, set the filter to only continue if the Call Direction field contains the text Outbound.

Select Continue.

In the Formatter by Zapier step…

In the Formatter by Zapier step, select and expand the Choose apps & event section.

Set up the action to transform and Format Phone Number.

In the Input field, expand 1. New Call Recording in RingCentral and then select the 1. To Phone Number field.

In the To Format field, select 5558001212 (No Symbols, National) from the dropdown list.

Select Continue.

Test and continue.

The result will be a 10-digit phone number.

In the Create Activity in AgencyBloc step…

Review all fields where you typed or manually entered content and update them accordingly.

In the Subject field, manually type a subject line.

This subject line will be applied to all Activities created by this Zap. For example, you could set the subject line to: Outbound Recorded Call.

In the Notes field, enter "To:" and map to the 1. To Name RingCentral field. Add a space and map to the 1. To Phone Number RingCentral field.

Add a hard return and enter "From:" and map to the 1. From Name RingCentral field. Add a space and map to the 1. From Phone Number RingCentral field.

Select Continue.

Test and continue.

Keep in mind that this will create a real Activity with a real recording attachment.

Publish the Zap.

Common questions

Do I need to set up these Zaps for each RingCentral user?
Yes, each Zap is linked to one RingCentral 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.

What happens if a new number calls me that I don't have saved in AMS+?
The Zap setup (outlined above), for inbound and outbound calls, relies on finding an existing record in AMS+. After the call is recorded, if the phone number is not found on an Individual in your AMS+ account, the Zap will fail, resulting in a run status of Stopped/Halted.

Managing unfound phone numbers can be handled in a couple of ways:

• Replay Failed Zaps (recommended) — You can replay any failed steps from a Zap run. To view failed Zap runs, go to your Zapier account > Zap History page. Open the Zap run to locate the number that was not found. Copy the number and add it to a new or existing record in AMS+. Once added, replay the Zap to rerun the search and create Activity steps.
• Create a new Individual — If you want to create a new record if one is not found, you will need to consider what first and last name you will provide since RingCentral won't always have a caller ID value. See the steps below.

Can Zapier add a new Individual if the phone number is not found?
Yes. To do the setup, duplicate the inbound and outbound Zaps. Then edit each one with the following modifications:

1. Update the Get Individual by Phone Number & Name step so the last question, "Should this be considered successful if nothing is found?" is set to Yes.
2. Add a Filter step set to 3. Data ID does not exist.

3. Add a step to Create an Individual.

   Note: You must pass at least a first and last name, then can also include the phone number.

4. Create Activity in AMS+. This step is mostly the same as the original Zap, except change the 3. Data ID to pull the 4. Individual ID from the Create Individual step.

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.
2. For your Inbound Zap, the second filter will be 1. From Phone Number does not exactly match 'No Data'.
3. For your Outbound Zap, the second filter will be 1. To Phone Number does not exactly match 'No Data'.

Other ways to connect AMS+ and RingCentral:

• Screen Pop
• Click-to-Dial