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Connector Improvement: Add RingCX to RingCentral connector

Answered
Tyler Netherly User

We're trying to build metrics around our internal call center that uses RingCX. The current RingCentral connector is capturing calls coming into our call center, but is not capturing information like the agents involved with the call and the call disposition. The calls just all look like they are going to the same call center extension even though our agents all have different extensions. There are separate RingCentral developer docs for RingCX (Engage Voice API Guide | RingCentral Developers) with specific endpoints around analytics. It would be great if data from CX could be incorporated into the main connector.

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  • Official comment
    Vignesh Rengaraj Fivetranner

    Hi Tyler
    Thanks again for sharing the details. From what you described, it sounds like you mainly need three pieces of information: the extension the call went to, which agent was involved and the call disposition.

    Just to confirm, were you able to take a look at the ACCOUNT_CALL_LOG and ACCOUNT_CALL_LOG_LEG tables to see if they give you the agent and extension details you need? Those tables can usually be joined with the EXTENSION and directory tables to show which specific agent handled each leg of the call.

    For disposition, can you check whether the result or reason fields in the call log help cover the outcome you are looking for?

    If those fields are not giving you what you expect, just let me know and I can help take a closer look.

    Best,
    Vignesh 
    Fivetran Product Team