Merge branch 'update/zendesk-qa' into 'main'

add and update Q&A's for CRMs.

See merge request integration/ringcentral-integration-docs!23

Author: a071112

docs/dynamics/img/cif-setup.png

@@ -0,0 +1,14 @@
+---
+hide:
+    - toc
+---
+
+# About RingCentral for Microsoft Dynamics 365
+
+RingCentral for Microsoft Dynamics 365 v2 provides seamless
+integration between Dynamics 365 and your RingCentral services to
+enable improved customer retention, greater agent productivity, and
+advanced business processes.
+RingCentral for Microsoft Dynamics 365 v2 was built on the Channel
+Integration Framework (CIF v1.0) on Microsoft Dynamics 365, so it
+provides seamless interaction between Dynamics and RingCentral.

docs/dynamics/index.md

@@ -0,0 +1,37 @@
+---
+hide:
+    - toc
+---
+
+# General Questions
+
+##Q: I don't see any new tab or window opening on incoming calls.
+
+A: When a call comes in, it rings on your softphone (or any other client with the same account). Simultaneously, the call log section in RC for Dynamics with matched entities will expand from the sidebar.
+
+##Q: I can see some phone numbers in Dynamics, but the click-to-call icon is not displayed.
+
+A: By default, the phone icon is present on Business Phone and Mobile Phone fields as they are of phone type. To see a phone icon beside other phone numbers for click-to-dial functionality, those fields must be configured as "Phone" fields. This configuration needs to be done separately by your administrator following the admin guide (https://assets.ringcentral.com/us/guide/admin-guide/dynamics_beta_admin.pdf) on page 15, Step 4: Enable Click to Dial with RingCentral Description.
+
+##Q. Why isn't the RingCentral panel showing up for users?
+
+A. After an admin completes the installation for RingCentral for Dynamics integration and CIF from the Power Platform (https://admin.powerplatform.microsoft.com/), there could be two reasons why:
+
+Reason 1:
+
+-   Ensure that the app where the user is trying to access the RingCentral integration is added as part of 'Select Unified Interface Apps for Channel' in the Channel Integration Framework (CIF) setup.
+-   Ensure the user role of those not seeing the integration is added to the 'Select the Roles for Channel'.
+
+Reason 2:
+
+-   Ensure that 'Channel Access' is included in the 'Select the Roles for Channel'.
+
+All of this information is included in the RingCentral for Dynamics 365 admin guide (https://assets.ringcentral.com/us/guide/admin-guide/dynamics_beta_admin.pdf) on page 11, Step 3: Enable RingCentral for Dynamics.
+
+![CIF Setup](./img/cif-setup.png)
+
+##Q. Why do missed calls get logged to Dynamics 365, even after deselecting the options for "Missed calls with voicemail" and "Missed calls without voicemail" in the integration console?
+
+A. Integration Console settings are specific to server-side call logging. This means when a user receives a missed call with or without voicemail on any RingCentral platform apart from the RingCentral for Dynamics integration inside Microsoft Dynamics 365, these calls do not get logged to the contact/account/leads/opportunities.
+
+All other settings configured in the integration console (integrations.ringcentral.com) are only applicable for server-side calls (outside the RingCentral for Dynamics 365). Any call operations performed inside the RingCentral for Dynamics 365 integration within Microsoft Dynamics 365 are called client-side operations.

docs/dynamics/questions.md

@@ -29,7 +29,7 @@ RingCentral offers premium integrations that seamlessly connect with the industr
 
     Enhance agent productivity by embedding a full telephony experience into Dynamics 365.
 
-    [:octicons-arrow-right-24: Learn more](msteams/index.md)
+    [:octicons-arrow-right-24: Learn more](dynamics/index.md)
 
 -   :simple-salesforce:{ .lg .middle } **Salesforce CTI**
 
@@ -75,7 +75,7 @@ RingCentral offers premium integrations that seamlessly connect with the industr
 
     Enhance agent productivity by embedding a full telephony experience into Microsoft Teams.
 
-    [:octicons-arrow-right-24: Learn more](https://www.ringcentral.com/apps/microsoft-teams-dialer){:target="\_blank"}
+    [:octicons-arrow-right-24: Learn more](msteams/index.md)
 
 -   :simple-zapier:{ .lg .middle } **Workflows powered by Zapier**
 

docs/index.md

@@ -389,3 +389,125 @@ In such cases, we recommend users follow these steps:
 
 -   Set the RingCentral for Salesforce integration app calling option to "call with RingCentral app." This allows the actual phone calls to be handled by the RC desktop app, while the CTI app should still be able to monitor and log calls.
 -   If users still experience audio issues, the problem may be with their network. We recommend users work with their IT department to disable the firewall and test calls or switch to a different network.
+
+##Q. Why do I keep getting "A maximum of 5 web phones could be registered" error message?
+
+A. This error occurs when more than 5 RingCentral webphone instances are already registered for your user account. RingCentral has a hard limit of 5 concurrent webphone registrations per user.
+
+The error is part of RingCentral's WebRTC session management system that prevents resource abuse and ensures call quality. The limit applies across all RingCentral applications (Salesforce, Google, Outlook, Web App, etc.) for the same user account. When you hit this limit, you cannot make outbound calls until you reduce the number of active webphone registrations below 5.
+
+**Common Scenarios That Cause This Error**:
+
+-   You have RingCentral open in 5+ browser tabs or windows
+-   Multiple RingCentral Applications (RingCentral for Salesforce, RingCentral for Google, RingCentral desktop, web and mobile apps)
+-   Multiple users accessing a single account on different devices
+-   Previous sessions didn't properly disconnect, leaving orphaned webphone registrations still active on the server
+
+**Solution**:
+
+-   Close RingCentral tabs in other browsers and unused RingCentral Applications
+-   Go to RingCentral Web App → Settings → Switch account or Logout. Logout from other RingCentral applications
+-   Restrict access to the RingCentral webphone to only the account owner; avoid sharing credentials with other users
+-   Clear cookies and local storage for RingCentral domains. This forces fresh registration
+
+##Q. How does the Sales Engagement feature work with RingCentral?
+
+A. We recommend that the Salesforce admin verify the completion of the Sales Engagement setup by referring to the admin guide (https://netstorage.ringcentral.com/guides/rc-for-salesforce-admin-guide.pdf) on page 58. We must also verify if the customer has followed the exact steps mentioned in https://support.ringcentral.com/article-v2/RingCentral-Salesforce-High-Velocity-Sales-Add-on.html?brand=RC_US&product=RingEX&language=en_US. If the customer has followed the guide and still encounters issues, please collect a meeting recording demonstrating the problem and share it with RingCentral support to troubleshoot the issue.
+
+##Q. I do not see the 'Sales Engagement Disposition' field while logging a call in RingCentral for Salesforce CTI.
+
+A. Users do not see the Sales Engagement Disposition picklist field in the create call log screen if they initiate the call from the RingCentral for Salesforce CTI dialer itself or through the Click to Dial feature. This field only appears when a user initiates the call from the Sales Cadence work queue call button beside the contact. If this field still does not appear when the call is initiated from the work queue, then the Salesforce admin needs to check a few configurations in their Salesforce environment.
+
+**Log Customization**:
+Check if the 'Sales Engagement Disposition' field is added to the Selected fields from the Log Customization admin UI settings.
+
+-   Go to Setup → Search for Visualforce Pages in the quick find
+-   Select adminUI → click Preview to open the RingCentral adminUI settings
+-   Scroll down to 'Log Customization' section
+-   Ensure Sales Engagement Disposition field is added to Selected fields from the Available Fields
+
+**Check the Field Level Security**:
+
+-   Go to Setup → Object Manager → Task/Activity → Fields & Relationships
+-   Click the field (Sales Engagement Disposition)
+-   Click Set Field-Level Security
+-   Ensure the profile used by the users has Visible access checked
+
+**Add field to the Task Layout**:
+
+-   Go to Setup → Object Manager → Task
+-   Open Page Layouts
+-   Edit the layout users are using
+-   Drag the missing field (Sales Engagement Disposition) onto the layout
+-   Save
+
+##Q. When does the Cadence move to the next step with RingCentral for Salesforce integration?
+
+A. It should be noted that according to the implementation, the cadence only moves to the next step under specific conditions.
+
+**Mandatory Sales Engagement Disposition field**:
+
+The call will NOT move to the next step until:
+
+-   The call is logged as a Salesforce task AND
+-   A disposition value is selected AND
+-   The call log is saved
+    If the disposition is not selected:
+-   An error toast "Mandatory fields are required" will appear
+-   The call will not be logged as a Salesforce task
+-   The Sales Engagement work will remain in the same step.
+
+**Non-mandatory Sales Engagement Disposition field**:
+
+The call can move to the next step in two scenarios:
+
+a. When a disposition field is selected:
+
+-   Call is logged as a Salesforce task
+-   Disposition is triggered
+-   Sales Engagement work is completed
+
+b. When disposition field is not selected:
+
+-   Call is logged as a Salesforce task
+-   No disposition is triggered
+-   Sales Engagement work remains in the same step
+
+**Auto Log Settings**:
+
+a. When Auto Log is ON:
+
+-   Call will be logged automatically when the call ends
+-   If disposition is selected, it will move to next step
+-   If disposition is not selected, it will show a required hint
+
+b. When Auto Log is OFF:
+
+-   Call must be manually saved
+-   Disposition must be selected (if mandatory)
+-   User must click save button
+
+**Multiple Calls Handling**:
+
+-   If a new call comes in while another Sales Engagement call is active:
+-   Current call log section will close
+-   Call will not be saved as a Salesforce task
+-   Toast "Manually save the call and disposition" will appear
+-   New call log section will open
+
+**Disposition Field Options**:
+
+-   Default values include:
+    Call Back Later
+    Left Voicemail
+    Meaningful Connect
+    Not Interested
+    Unqualified
+-   Can be customized with custom picklist fields
+
+**Important Notes**:
+
+-   Sales Engagement mode only supports Salesforce Lightning mode
+-   The disposition field becomes uneditable after saving
+-   The system supports both manual and automatic logging
+-   Multiple Sales Engagement calls can be active simultaneously

docs/salesforce/questions.md

@@ -6,28 +6,36 @@ hide:
 # General Questions
 
 ## Q. I can't see RingCentral for Zendesk when I log in to Zendesk. What is the problem? Does it require some special permission?
+
 A. No, RingCentral for Zendesk does not require any special permissions and should work for all user profiles. Please ask your Zendesk Administrator to ensure that RingCentral for Zendesk is enabled for the Zendesk role you are a member of.
 
 ## Q. Can I use the same RingCentral for Zendesk across multiple Zendesk instances?
+
 A. Yes, you can. You will need to contact your Zendesk Administrator to set up and enable the RingCentral Cloud App for Zendesk for each of your instances.
 
 ## Q. Can I use the same RingCentral for Zendesk across multiple browsers (e.g., Internet Explorer and Firefox)?
+
 A. Yes, you can use the same RingCentral for Zendesk across as many browsers as you want, provided that the user is not logged into two or more browsers simultaneously. This means that the user cannot be logged into Zendesk on Internet Explorer and Firefox at the same time. Simultaneous logins are not supported.
 
 ## Q. When I make a call to my own extension, the incoming call features are not functioning.
+
 A. This behavior is expected. Calls from your own extension to your own extension will not appear in RingCentral for Zendesk.
 
 ## Q. I would like to disable this feature for now.
+
 A. To disable this feature, you will need to contact your Zendesk Administrator. Request that they remove your Zendesk user role from RingCentral for Zendesk through the settings.
 
 ## Q. Search results are not displaying records that match the caller ID.
+
 A. Check the format of the phone number in Zendesk. Ensure the format is standardized according to Zendesk features.
 
 ## Q. On logging into the RingCentral for Zendesk, users are getting this error message: "Your RingCentral edition does not support Zendesk Integration ‒ please call your RingCentral account representative to upgrade your RingCentral edition." What does that mean?
+
 A. Not all RingCentral editions have the ability to use the Zendesk integration. You may have to upgrade your account to be able to
 use this feature. Please contact your RingCentral representative for more information.
 
 ## Q. It is possible to create Zendesk tickets for all the voicemail messages, missed calls, texts or faxes that you get on your RingCentral phone?
+
 A. Log into your RingCentral account at http://service.ringcentral.com by entering your RingCentral phone number and password. Navigate to Settings and expand the "Messages & Notifications" dropdown menu. Click "Edit" under Settings. (Figure below)
 
 ![Messages & Notifications Settings](./img/service-site.png)
@@ -43,11 +51,13 @@ When a caller leaves a voicemail on your RingCentral phone, an email is sent to
 Once you log into Zendesk, you will see these new tickets assigned to the group associated with the email. If the ticket was created with a voicemail, the newly created Zendesk ticket will contain a recording of the voicemail, allowing you to listen to the message left by the caller.
 
 ## Q: Tickets are not created for inbound and outbound phone calls made from RingEx by RingCentral in Zendesk
+
 A. Users need to ensure the toggles 'Ticket on Outbound Calls' and 'Auto Create Ticket' are enabled in the integration settings. When these settings are enabled, for inbound calls, a ticket should be created in Zendesk as soon as the user accepts the call. For outbound calls, tickets are created as soon as the user dials the call.
 
 ![My Extension](./img/zendesk-integration-settings.png)
 
 ## Q. How do I check the call data inside a ticket created by RingCentral integration?
+
 A. The call data are updated to the RingCentral custom fields: Last Call Start, Last Call End, and Last Call Duration. If users are not seeing these fields in their ticket form, we recommend that a Zendesk admin user navigate to Zendesk Admin Center > Object and Rules > Tickets > Forms. Then, select the form the user has or the default form and add the fields mentioned above. Perform a test call, and the user should see these fields populated.
 
 ![My Extension](./img/zendesk-custom-fields.png)
@@ -58,3 +68,9 @@ A. There are a couple of reasons why Zendesk tickets are assigned to the admin u
 
 -   If the admin selected the 'Default Zendesk rules (Recommended)' option and there are no set triggers and rules set up in Zendesk, then all the tickets created by the agent will be assigned to the admin user who completed this step in the RingCentral integration console. We recommend this option to be selected to automate ticket assignments to adhere to your Zendesk instance's set triggers and rules. Only users with appropriate permissions will receive assigned tickets.
 -   If the Zendesk admin selects the 'Admin-based access' option, then it will always be admin-specific ticket assignment. Any agent can create a ticket through RingCentral, but these tickets will be assigned to the admin user.
+
+##Q. The "Ticket on Outbound Calls" option is grayed out, and there is no option to change it. The settings made in the integration console to not create tickets for outbound calls do not work.
+
+A. The toggles "Tickets on Outbound Calls" and "Auto create tickets" will be grayed out for all users, as these configurations are controlled by the admin on the integration console (integrations.ringcentral.com). To enable these settings for all users, we recommend that the admin user disable Activity Sync from the integration console.
+
+Integration Console settings are specific to server-side call logging. This means outbound calls made outside of Zendesk CTI (RingEx by RingCentral in Zendesk) will not create a ticket based on the customer's Integration Console settings.

docs/zendesk/questions.md

@@ -99,6 +99,9 @@ nav:
       - "RingCentral for Zendesk":
           - "Introduction": zendesk/index.md
           - "General Questions": zendesk/questions.md
+      - "RingCentral for Microsoft Dynamics 365":
+          - "Introduction": dynamics/index.md
+          - "General Questions": dynamics/questions.md
   - "Productivity Integrations":
       - "RingCentral for MS Teams":
           - "Overview": msteams/index.md