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RingCentral User Sync Guide

  • Updated

This article applies to users of RingCentral AI WFM.

Overview

The RingCentral User Sync Service automatically keeps your AI WFM roster in sync with your RingCentral (RingEX/RingCX) directory. Instead of manually adding, updating, or deactivating agents, this service monitors your RingCentral account daily and applies changes to AI WFM. 

Configuration Interface

The service is configured via the Run-time settings for RingCentral User Sync page. Following are the requirements for each field: 

General Settings

  • Service enabled? Select Yes to allow the sync to run at the scheduled time.
  • Impersonated user id: Select the system user whose credentials will be used to record the changes (Add/Update/Deactivate) in the database.
  • Selected data source for RingCentral Realtime Adapter: Must be set to your RingCentral adapter.
  • Select default Activity Id to assign user to: Choose the primary organization unit (e.g., Site 1 - Dallas, TX) new agents will be assigned to upon import.

API & Account Connectivity

  • Base URL / RingCX URL: These should point to the production RingCentral API endpoints (e.g., https://platform.ringcentral.com/ and https://ringcx.ringcentral.com/).
  • RingCentral Main Account Id / List of Sub Accounts: Enter your primary RingCentral account ID and the specific sub-accounts to be included in the sync. For multiple sub-accounts, enter them as a comma separated list.
  • Client Id / Client Secret: Enter the credentials from your RingCentral Developer Portal application.
  • RingCentral JWT: The JSON Web Token required for secure, headless authentication.

Sync Logic & Scheduling

  • Application role when both an Admin and Agent in RingCX: Determines priority if a user holds multiple roles. Options include using the first role retrieved, the last role retrieved, or a specific role type.
  • Run Daily at time (UTC): The specific time the sync cycle will start. Scheduling this during low-call-volume hours is recommended. 

How the Synchronization Works

The service runs on a scheduled interval (once a day typically during off-hours).

It performs the following logic:

  • Automatic Onboarding: New users created in RingCentral with "Access WEM" permissions are automatically created as Agents in AI WFM. All Administrators in RingCX will be created as Administrators in AI WFM, unless they are both an agent and administrator in RingCX, in which case they are created with the role defined in the configuration page.
  • Profile Updates: Changes to an agent's First Name, Last Name, or Role in RingCentral will automatically update their profile in AI WFM. Note: If changes are made manually in AI WFM, they will be reverted back to what RingCX values on the next synchronization.
  • Automated Offboarding: If a user is removed from RingCentral or their WEM access is revoked, the system will automatically set their status to Inactive in AI WFM .
  • Reactivation: If a previously inactive agent is found in a new RingCentral sync, their AI WFM profile will be reactivated automatically.