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RingCentral Integration

The RingCentral integration lets your team make and receive calls with RingCentral while keeping call activity visible inside LeadCenter. Calls can be logged to the right contact, recordings can appear in LeadCenter when available, and AI transcription can be used for recorded calls.

This integration is helpful if you want your team to keep using RingCentral for calling while also tracking phone activity inside LeadCenter.

What You Can Do with the RingCentral Integration

• Make calls from LeadCenter by clicking a phone number and opening the RingCentral dialer.
• Track inbound and outbound calls inside LeadCenter automatically.
• View call activity on the contact record when the call matches an existing contact.
• Play call recordings in LeadCenter when recordings are available from RingCentral.
• Use AI transcription for recorded RingCentral calls.
• Optionally create new leads from unknown inbound callers.

Important: Internal calls between RingCentral users on your team are not logged in LeadCenter.

Before You Start

To get the most out of the RingCentral integration, check these requirements first:

• Firm connection: An admin should connect RingCentral from the integrations page.
• User connection: Each user must also connect their own RingCentral account the first time they use the dialer.
• Admin permissions: The firm-level RingCentral connection should be made by a Super Admin.
• RingCentral call recording: If you want recordings and AI transcription, call recording must be enabled in RingCentral.
• LeadCenter transcription setting: If you want AI transcription in LeadCenter, make sure transcription is enabled in your Call Center Settings.

Important: RingCentral call recording must be enabled for LeadCenter transcription to work on RingCentral calls. LeadCenter can only generate transcription when the call recording is available from RingCentral.

How to Connect RingCentral

1. Go to Settings → Integrations → Telephony .
2. Select the RingCentral card.
3. Click Connect.
4. Sign in to RingCentral and authorize access.

Firm-level setup: Only an admin needs to connect RingCentral on the integrations page. After that, each user will be prompted to connect their own RingCentral account the first time they place a call from LeadCenter.

Making Calls from LeadCenter

Once connected, users can place calls from anywhere a phone number appears in LeadCenter.

1. Click a contact’s phone number in LeadCenter.
2. Select RingCentral from the available call options.
3. If this is the user’s first RingCentral call from LeadCenter, they will be prompted to connect their RingCentral account.
4. The RingCentral dialer opens with the number pre-filled.
5. Click the call button to place the call.

Calls made directly from the RingCentral desktop or mobile app can also sync back into LeadCenter automatically.

Receiving Calls and Tracking Activity

When RingCentral is connected, LeadCenter can automatically log inbound and outbound calls.

• Inbound calls: LeadCenter captures the caller number, timestamp, duration, and whether the call was answered or missed.
• Outbound calls: Calls made through RingCentral are also logged in LeadCenter.
• Ongoing syncing: LeadCenter checks RingCentral regularly to pull in new call activity.
• Previously synced calls stay visible: If you disconnect the integration later, old synced calls remain in LeadCenter.

Timing: Most RingCentral calls appear in LeadCenter within about 15 seconds to 1 minute.

Where RingCentral Calls Appear in LeadCenter

• Call Log: View all synced RingCentral calls in the call activity area.
• Contact record: If the phone number matches a contact, the call appears on that contact’s history.
• RingCentral tab: RingCentral calls appear in a dedicated RingCentral tab inside the Call Log and on contact records.
• Call details: Entries can include call direction, timestamp, duration, answer or missed status, recording, and transcription when available.

Call Recordings and AI Transcription

LeadCenter can show RingCentral call recordings and generate AI transcription for those calls, but recording must first be enabled in RingCentral.

To make RingCentral recordings available

• Call recording must be enabled in RingCentral.
• You can follow RingCentral’s guide here: Turn on on-demand or automatic call recording in RingCentral .
• The recorded call must be available in RingCentral for LeadCenter to pull it in.

To use AI transcription in LeadCenter

• Call recording must be enabled in RingCentral.
• AI transcription must also be enabled in LeadCenter Call Center Settings.

Important: RingCentral call recording must be enabled for LeadCenter transcription to work on RingCentral calls. LeadCenter can only generate transcription when the call recording is available from RingCentral. To enable transcription in LeadCenter, see Call recording and transcriptions .

How LeadCenter Matches Calls to Contacts

LeadCenter tries to match each RingCentral call to an existing contact using the phone number.

• Automatic linking: If LeadCenter finds a matching phone number on a contact, the call is attached to that contact.
• Consistent matching logic: RingCentral calls use the same general phone-matching approach used in other LeadCenter lead sources.

• Best practice: Keep phone numbers clean and avoid duplicate phone numbers across unrelated contacts whenever possible.
• If a number belongs to multiple contacts: Review your duplicate contacts and merge or clean them up so future calls can attach more reliably.
• For shared family numbers: Be aware that call tracking is based on the phone number, so shared numbers can make attribution less precise.

Tip: If your team sees calls attaching to the wrong person, the first thing to check is whether multiple contacts share the same phone number.

Automatically Create New Leads from Unknown Callers

You can choose to automatically create a new lead when an inbound call comes from a phone number that does not match any existing contact.

• Unknown inbound caller: LeadCenter can automatically create a new lead from that call.
• Phone number saved: The caller’s phone number is added to the new lead.
• Name handling: If RingCentral provides a caller name, LeadCenter attempts to split it into first and last name.
• Source tagging: The lead is marked as coming from RingCentral.
• Workflows can run: Any workflows based on lead creation can still trigger normally.

Tip: If you want your team to review unknown callers first, keep automatic lead creation turned off. The call log will still sync, but a new lead will not be created automatically.

Settings to Review

These are the most important settings to review when using the RingCentral integration:

• RingCentral integration connection at the firm level
• User RingCentral connection for each caller
• Automatic lead creation for unknown inbound callers
• Call recording enabled in RingCentral
• Transcription enabled in LeadCenter Call Center Settings

Troubleshooting

Calls are not appearing in LeadCenter

• Confirm RingCentral is connected at the firm level.
• Confirm the user has connected their own RingCentral account.
• Wait up to 1 minute for syncing.

Calls appear, but no recording is available

• Make sure call recording is enabled in RingCentral.
• Check whether that specific call was recorded on the RingCentral side.

Calls appear, but no transcription is available

• Make sure call recording is enabled in RingCentral.
• Make sure transcription is enabled in LeadCenter Call Center Settings.
• Confirm that the call recording exists and is available on the RingCentral side.

Calls are linked to the wrong contact

• Check whether multiple contacts share the same phone number.
• Merge or clean up duplicate contacts where needed.

Internal team calls are missing

• This is expected. Internal RingCentral calls between your users are not synced into LeadCenter.

Disconnect RingCentral

1. Go to Settings → Integrations → Telephony .
2. Select the RingCentral card.
3. Click Disconnect.

Note: Disconnecting RingCentral stops future call syncing, but previously synced RingCentral call history remains available in LeadCenter.

Need Assistance?

If you need help with setup, recordings, transcription, or troubleshooting, contact support@leadcenter.ai.