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Documentation Index

Fetch the complete documentation index at: https://docs.arcuserp.com/llms.txt

Use this file to discover all available pages before exploring further.

RingCentral is an internal communications connector. It is separate from customer email, portal messages, and the Messaging chat workspace.

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Open The RingCentral Connector

Open Integrations and find the RingCentral card. The connector lets permitted users connect credentials, map extensions, sync calls, disconnect, and review call history from account and order workflows.
Integrations dashboard with connector cards, connection summary, sandbox and production counters, and error counters

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What RingCentral Adds

  • Call history: synced calls can appear on account communication surfaces.
  • Recordings: recordings can be available when RingCentral provides them and permissions allow playback.
  • Extension mapping: RingCentral extensions can be mapped to the right Arcus entity context.
  • Order source: orders created from a call can show phone or RingCentral origin context.
  • Manual sync: users with connector authority can run a call sync when needed.
  • Webhook updates: RingCentral events can notify Arcus when configured.

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Connect RingCentral

  1. Open Integrations.
  2. Open the RingCentral card.
  3. Enter the required RingCentral app credentials and JWT details.
  4. Save the connector.
  5. Confirm Arcus accepts the credentials.
  6. Review extension mappings.
  7. Run a manual sync to confirm calls appear.
  8. Open a known account and review whether its call history is available.
Only users who manage the phone connector should update credentials or extension mappings. A bad credential change can stop call sync for the whole entity.

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Extension Mapping

Extension mapping tells Arcus which RingCentral extension belongs to which entity context. Review mappings after the first connection and whenever the phone system changes. Use extension mapping when:
  • A new department or location starts using RingCentral.
  • Calls appear under the wrong context.
  • A user, sales queue, or shared extension changes ownership.
  • RingCentral extensions were added, removed, or renamed.

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Account Call History

When RingCentral is connected and call data has synced, account pages can show related calls. Staff can use call history to understand recent conversations before creating an order, resolving a balance issue, or following up on a customer request.
Account overview showing customer identity, primary contact, default addresses, tax and terms, credit summary, and account actions

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Disconnect Safely

Disconnecting RingCentral stops future connector activity. Existing synced call records should remain available for history according to the data your entity already has. Before disconnecting:
  1. Confirm the team knows call sync will stop.
  2. Confirm there is no active investigation that depends on new call ingestion.
  3. Export or review any call details your team needs.
  4. Disconnect from the connector card.
  5. Verify future account workflows no longer depend on RingCentral status.

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Common Blocks

  • Credentials rejected: verify client ID, client secret, JWT, app status, and RingCentral permissions.
  • No extensions found: confirm the RingCentral account has extensions and the app can read them.
  • Calls do not appear: run manual sync, verify extension mapping, and check connector status.
  • Recording unavailable: confirm RingCentral has a recording, Arcus synced it, and the user has access.
  • Webhook events stop: review connector setup and RingCentral subscription status.
  • Disconnect did not remove old calls: this is expected. Disconnecting stops future sync and keeps history.

Connector Dashboard

Review connector mode, health, masked credentials, tests, logs, sync dashboard, and safe reconnect steps.

Account Management

Review account context before acting on calls, orders, invoices, credits, or communication history.

Email Log and Account Communications

Separate customer-facing email history from internal call and account communication workflows.

Messaging

Use internal chat for team conversations and record-linked discussion.