RingCentral - Saving Call Recordings to AgencyBloc using Zapier

Note: The Zap examples and templates covered in this article support Individual Records only. The Zapier integration can't create Activities with call recording attachments for Sales Records. If you're looking to save your call recordings in AMS+, consider using our built-in phone system. Learn more.

Overview

This article has pre-recorded demos and written 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

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.

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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 and open this Zap template.
2. Put this window side-by-side.
   
   
3. Watch the video guide and follow along for step-by-step instructions on how to edit the template.

Video guide

Video recorded on September 22, 2022

• 0:00 - 0:44: Intro
• 0:45 - 2:49: 1. Set up the trigger
• 2:50 - 3:45: 2. Use ‘Filter by Zapier’ to trigger the Zap for inbound calls only
• 3:46 - 5:21: 3. Use ‘Numbers in Formatter by Zapier’ to exclude the country code in phone numbers
• 5:22 - 8:18: 4. Add an action to look up Individuals in AMS+ by phone number
• 8:19 - 18:27: 5. Add an action to create Activities in AMS+

If you prefer written instructions, see below.

1. Set up the trigger

In the Zap template, locate and open the ‘1. New Call Recording in RingCentral’ step.

Choose your RingCentral account.

If the dropdown list is empty, you will need to connect your RingCentral account.

Continue.

Test the trigger.

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.

For a pre-recorded demo of these steps, watch 0:45 - 2:49 in the inbound calls video.

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 insure 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 template, locate and open the ‘2. Only continue if…’ step.

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

Continue.

For a pre-recorded demo of these steps, watch 2:50 - 3:45 in the inbound calls video.

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 Individual Records in AMS+.

In the Zap template, locate and open the ‘3. Numbers in Formatter by Zapier’ step.

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)’ in the dropdown list.

Continue.

Test and continue.

The result will be a 10-digit phone number.

For a pre-recorded demo of these steps, watch 3:46 - 5:21 in the inbound calls video.

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 template, locate and open the ‘4. Get Individuals by Phone Number and Name in AgencyBloc’ step.

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.

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’.

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 you can 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.

For a pre-recorded demo of these steps, watch 5:22 - 8:18 in the inbound calls video.

5. 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+.

In the Zap template, locate and open the ‘5. Create Activity in AgencyBloc’ step.

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

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. Also, you will 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+.

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 Zap.

For a pre-recorded demo of these steps, watch 8:19 - 18:27 in the inbound calls video.

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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.

To get started:

1. In a separate window, log in to your Zapier account and open this Zap template.
2. Put this window side-by-side.
   
   
3. Watch the video guide and follow along for step-by-step instructions on how to edit the template.

Video guide

Video recorded on September 22, 2022

• 0:00 - 0:45: Intro
• 0:46 - 2:34: 1. Set up the trigger
• 2:35 - 4:26: 2. Use ‘Filter by Zapier’ to trigger the Zap for outbound calls only
• 4:27 - 6:38: 3. Use ‘Numbers in Formatter by Zapier’ to exclude the country code in phone numbers
• 6:39 - 9:29: 4. Add an action to look up Individuals in AMS+ by phone number
• 9:30 - 20:33: 5. Add an action to create Activities in AMS+

If you prefer written instructions, see below.

1. Set up the trigger

In the Zap template, locate and open the ‘1. New Call Recording in RingCentral’ step.

Choose your RingCentral account.

If the dropdown list is empty, you will need to connect your RingCentral account.

Continue.

Test the trigger.

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 ‘Outbound’.

If the ‘direction’ shows ‘Inbound’, 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 ‘Outbound’.

Continue.

For a pre-recorded demo of these steps, watch 0:46 - 2:34 in the outbound calls video.

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

If it’s an inbound call, the Zap will stop and it will only continue if it’s outbound. This will insure that the Zap will only create Activities for calls made by agents or producers. See this section on how to build a Zap for inbound calls.

In the Zap template, locate and open the ‘2. Only continue if…’ step.

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

Continue.

For a pre-recorded demo of these steps, watch 2:35 - 4:26 in the outbound calls video.

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 Individual Records in AMS+.

In the Zap template, locate and open the ‘3. Numbers in Formatter by Zapier’ step.

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)’ in the dropdown list.

Continue.

Test and continue.

The result will be a 10-digit phone number.

For a pre-recorded demo of these steps, watch 4:27 - 6:38 in the outbound calls video.

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 template, locate and open the ‘4. Get Individuals by Phone Number and Name in AgencyBloc’ step.

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.

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’.

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 you can 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.

For a pre-recorded demo of these steps, watch 6:39 - 9:29 in the outbound calls video.

5. 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+.

In the Zap template, locate and open the ‘5. Create Activity in AgencyBloc’ step.

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

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: 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.

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. Also, you will 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+.

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 Zap.

For a pre-recorded demo of these steps, watch 9:30 - 20:33 in the outbound calls video.

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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.

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 put the phone number in too.
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