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RingCentral Integration

RingCentral integration enables Crew to work with your existing RingCentral phone system. Use your current numbers, extensions, and call routing while adding AI capabilities.

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Overview

With RingCentral, Crew can:
  • Handle inbound calls on RingCentral numbers
  • Place outbound calls through RingCentral
  • Send and receive SMS
  • Integrate with RingCentral call queues
  • Access RingCentral call recordings

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Prerequisites

Before connecting:
  1. RingCentral Office or RingCentral MVP subscription
  2. Admin access to RingCentral account
  3. API access enabled on your account

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Setup

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Step 1: Create RingCentral App

1

Access Developer Portal

Go to developers.ringcentral.com
2

Create New App

Click Create App and select REST API App
3

Configure App

Set auth type to JWT for server-to-server integration
4

Set Permissions

Enable required permissions (see below)
5

Get Credentials

Copy Client ID, Client Secret, and JWT token

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Required Permissions

PermissionPurpose
ReadAccountsAccess account information
ReadCallLogView call history
RingOutPlace outbound calls
WebhookSubscriptionsReceive real-time events
SMSSend and receive SMS
ReadMessagesAccess message history

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Step 2: Connect to Crew

1

Open Crew Dashboard

Navigate to Settings → Integrations
2

Select RingCentral

Click Connect next to RingCentral
3

Enter Credentials

Paste your Client ID, Client Secret, and JWT
4

Authorize

Complete the OAuth flow to grant access

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Step 3: Configure Extensions

Map RingCentral extensions to Crew agents: 
{
  "extension_mapping": [
    {
      "extension": "101",
      "agent_id": "agent_sarah",
      "type": "primary"
    },
    {
      "extension": "102",
      "agent_id": "agent_marcus",
      "type": "after_hours"
    }
  ]
}

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Call Handling

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Inbound Calls

Configure how RingCentral routes calls to Crew: Option 1: Direct Routing Forward calls directly to Crew agents: 
{
  "routing": {
    "type": "direct",
    "extension": "101",
    "agent_id": "agent_sarah"
  }
}
Option 2: Queue Integration Crew answers calls from RingCentral queues: 
{
  "routing": {
    "type": "queue",
    "queue_id": "queue_support",
    "agent_id": "agent_sarah",
    "priority": 1
  }
}

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Outbound Calls

Place calls through RingCentral: 
curl -X POST https://api.usecrew.ai/v1/calls/outbound \
  -H "Authorization: Bearer YOUR_API_KEY" \
  -d '{
    "to": "+14155559999",
    "agent_id": "agent_sarah",
    "provider": "ringcentral",
    "from_extension": "101"
  }'

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Call Transfers

Transfer to RingCentral extensions: 
{
  "transfer": {
    "type": "warm",
    "destination": "ext:205",
    "provider": "ringcentral"
  }
}

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SMS Integration

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Inbound SMS

SMS messages route to Crew agents: 
{
  "sms": {
    "enabled": true,
    "extension": "101",
    "agent_id": "agent_sms"
  }
}

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Outbound SMS

curl -X POST https://api.usecrew.ai/v1/sms \
  -H "Authorization: Bearer YOUR_API_KEY" \
  -d '{
    "to": "+14155559999",
    "from_extension": "101",
    "message": "Your appointment is confirmed.",
    "provider": "ringcentral"
  }'

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Presence and Availability

Sync agent availability with RingCentral presence: 
{
  "presence_sync": {
    "enabled": true,
    "mapping": {
      "Available": "agent_active",
      "Busy": "agent_busy",
      "DoNotDisturb": "agent_offline"
    }
  }
}

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Call Recording

Access RingCentral call recordings: 
curl https://api.usecrew.ai/v1/calls/{call_id}/recording \
  -H "Authorization: Bearer YOUR_API_KEY"
Recording access depends on your RingCentral plan and recording settings.

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Webhooks

RingCentral events are forwarded to Crew:
EventDescription
telephony.sessionCall state changes
message-storeNew SMS received
presenceExtension availability changes

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Webhook Configuration

Crew automatically manages RingCentral webhook subscriptions. No manual configuration required.

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High Availability

For production deployments: 
{
  "ringcentral": {
    "failover": {
      "enabled": true,
      "fallback_provider": "twilio",
      "fallback_number": "+14155550000"
    }
  }
}

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Limitations

FeatureSupport
Voice calls✓ Full support
SMS✓ Full support
Fax✗ Not supported
Video✗ Not supported
Team messaging✗ Not supported

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Troubleshooting

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Authentication Errors

  1. Verify JWT token hasn’t expired
  2. Check app permissions in RingCentral
  3. Ensure production vs sandbox environment match
  4. Regenerate JWT if needed

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Calls Not Routing

  1. Verify extension is correctly mapped
  2. Check RingCentral call handling rules
  3. Ensure extension is active and available
  4. Review RingCentral call logs

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SMS Failures

  1. Verify SMS is enabled on extension
  2. Check message content for blocked terms
  3. Verify recipient number format
  4. Review RingCentral message logs

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Best Practices

Always use RingCentral production (not sandbox) for live deployments.
Create dedicated extensions for AI agents to avoid conflicts.
Set up Twilio as a backup in case of RingCentral issues.
RingCentral has API rate limits; monitor usage in high-volume scenarios.

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Next Steps