# Integrate voice with RingCentral > Manage your inbound/outbound RingCentral calls and automatically build a customer profile in Kustomer. Make and receive calls within Kustomer through a widget. Source: https://help.kustomer.com/en_us/integrate-with-ringcentral-rJNIZYkmK Last updated: 2024-09-21T01:52:48.719Z RingCentral is a cloud contact center platform that allows you to manage your inbound or outbound calls and automatically build a customer profile in Kustomer. You can also add comments to existing calls during or after they are completed. **Who can access this feature?** **User types** Admins can set up this integration. ### In this article * [Prerequisites](#Prerequisites) * [How does RingCentral work with Kustomer?](#Work) * [Configure a RingCentral Production account with Kustomer](#ConfigureProductionAccount) * [Create a RingCentral app using a Developer account](#CreateDevApp) * [Route RingCentral calls to your agents](#Route) * [How RingCentral states sync to Kustomer statuses](#Sync) * [Make and receive calls](#Calls) ### Prerequisites You must have one of the following RingCentral accounts before beginning this integration: * Production-level account * Developer account (optional) If using a production-level account, please see [Configure a RingCentral Production account with Kustomer](#ConfigureProductionAccount) to continue the integration. If you are using a developer account, please see [Create a RingCentral app using a Developer account](#CreateDevApp). **Note:** This integration only supports RingCentral MVP (formerly known as Office). ### How does RingCentral work with Kustomer? The RingCentral app allows you to receive and make calls within Kustomer through a widget. Once you answer a customer's incoming call, the conversation is assigned to you. Kustomer logs call data in the customer's timeline, regardless of whether you received or made an outgoing call. ![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/4cb2cd5f896b6351ad302950bc7fbd3c.jpg) **Note:** The following actions are **not** supported in this integration and will not be recorded or shown in the customer’s timeline within the Kustomer app: * Missed calls and voicemails. * Records of calls answered or placed outside of Kustomer on other RingCentral apps. * SMS messages received within the RingCentral app. ### Configure a RingCentral Production account with Kustomer To set up your RingCentral account with Kustomer, install the RingCentral app from within the Kustomer App Directory. 1. Go to **Apps**![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/0e595b4458f433aa123a8c60356df6ce.png)and select **Explore Directory**. 2. Search for **RingCentral** in the App Directory, and then select **Install**. 3. Once the installation is complete, select RingCentral![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/0936e8b79382728854b1f494ae0361ac.png)in the sidebar to open the widget and log in to the app to authorize its use within Kustomer using the RingCentral production account credentials. You can now start making and receiving calls in Kustomer through RingCentral. ### Create a RingCentral app using a Developer account If you rather use a developer account to create a RingCentral app, please follow these steps. **To create a RingCentral app:** 1. Log in to your [RingCentral developer account](https://developers.ringcentral.com/) and select the **Console** tab. 2. Select **Create your first app**. 3. Select **REST API App** as the app type and select **Next** to continue the wizard. 4. Fill out the required fields in the App Properties section. 5. In the Auth section: * Select **Client-side web app** * Enter **https://ringcentral.github.io/ringcentral-embeddable/redirect.html** in the OAuth Redirect URI field. 6. In the Security section, select the following App Permissions: * Call Control * Edit Message * Edit Presence * Glip * Internal Messages * Read Accounts * Read Call Log * Read Contacts * Read Messages * Read Presence * Ring Out * SMS * VoIP Calling 7. Select **Create**. After you create the app, activate the sandbox account and continue the wizard. Once you meet RingCentral's graduation requirements noted on your app's dashboard, select **Apply for Production** to deploy the app. ![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/f4186bc4b1dfba214e8259ea60f5cf14.jpg) **To configure the app with Kustomer:** After the app is deployed, install the RingCentral app from within the Kustomer App Directory. 1. Go to **Apps**![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/0e595b4458f433aa123a8c60356df6ce.png)and select **Explore Directory**. 2. Search for **RingCentral** in the App Directory, and then select **Install**.  3. Select RingCentral![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/0936e8b79382728854b1f494ae0361ac.png)in the sidebar to open the widget and log in to the app to authorize its use within Kustomer. **Note:** Agents must use the username/phone number and password as noted in the User Account Credentials to log in to the RingCentral widget in Kustomer. If your organization is using a Sandbox Environment, this is the password used when setting up the sandbox. ![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/0c93614259bd48698ce4c3f98fe2fa1a.jpg) You can now start making and receiving calls in Kustomer through RingCentral. ### ### Route RingCentral calls to your agents In order for agents to be able to make and receive RingCentral calls inside of Kustomer, they must first be added to a voice team that has the RingCentral setting turned on.  1. Go to **Settings![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/a7e3f9dd33a2981219ab5d5e16d2171b.png)**and select **Users > Teams**. 2. Create a new team, or select Edit![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/4e0adfa9252a6ea1d626d0ac167aedba.png)for an existing team. 3. Select the **Routing Profile** tab. 4. If not already turned on, select the **Enable Team Routing** toggle. 5. Select **RingCentral** from the External Queues drop-down menu. ![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/626cf901fccb478e5c813d0579444420.png) 6. Select **Save Changes**. ### How RingCentral states sync to Kustomer statuses RingCentral ready states are synced to Kustomer statuses so that the app can properly identify whether a user is available to receive a call. The following table shows how RingCentral ready states are synced to Kustomer statuses, by default. **RingCentral** **Kustomer** Available Available Busy Busy Invisible Unavailable Do Not Disturb Unavailable RingCentral does not offer bidirectional agent status sync. Changing your status in RingCentral will change your Kustomer status, but changing your status in Kustomer will not change your status in RingCentral.  **Note:** These statuses will only sync if an agent goes Available for a Voice team that has RingCentral specified as an external queue. ### Make and receive calls Now, your agents can make and receive calls through RingCentral. Agents that are currently in an _Available_ state while on a voice team can dial the number directly in the RingCentral widget, or they can select the number while viewing a customer's details. ![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/9a381178990be9561c748fd64377ea13.png)