Advanced RingCentral API Use Cases

Advanced RingCentral
API Use Cases
Byrne Reese, Sr. Product Manager
CoderCruise 2019

Byrne Reese
Senior Product Manager, RingCentral
I love building great
developer experiences.
byrne.reese@ringcentral.com
medium.com/@byrnereese

● Established in 1999
● #1 Cloud Communications Provider
● Provides Voice, SMS, Team Messaging,
Meetings, and Fax with a single app and across
multiple devices
● Over 400,000 customers ranging from small
businesses to enterprises

● Established in 1999
● Provides Voice, SMS, Team Messaging,
Meetings, and Fax with a single app and across
multiple devices
● #1 Cloud Communications Provider
● Over 400,000 customers ranging from small
businesses to enterprises
● APIs for voice, call routing, SMS, team
messaging and collaboration, meetings,
fax, data, and more.
Nordic APIs: 2018 Best API Award

Bridge Operator Console is an
application which provides
essential functions for today’s
modern receptionists.
Features
● User presence & availability
● Call routing
● Active call control
● Parked call alerts
● AI-powered call routing suggestions

Bridge Operator Console Architecture
Key Endpoints and APIs
● Call Control
● Presence
● Answering Rules
● Call Log
● Call Monitoring
● Messaging
Key Events
● Telephony Sessions Event
● User Presence Event
Events
API Calls

Call Routing and Control Diagram
ext. A
Transfer
warm vs cold
ext. B

ext. A
Transfer
Call Queue
ext. B
ext. C
ext. D
Try each in
sequence...
ext. D

ext. A
Park
Park Group
ext. B
ext. C
ext. D
Only these
extensions
can answer
ext. B

ext. A
Transfer
Call Forwarding
ext. B
Ring
simultaneously
or sequentially

ext. A
Reject

{
"uuid": "837270960869181944",
"subscriptionId": "5c37f936-fa66-4b4b-95af-1e94b51a748d",
"pn_apns": {
"body": {
"sessionId": "402936341008",
"telephonySessionId": "Y3MxNzE4NDE5MDM0MzQwMTgzODRAMTAuNjIuMjUuMTEx",
"parties": [
{
"extensionId": "400144455008",
"id": "cs171841903434018384-2",
"direction": "Inbound",
"to": { "phoneNumber": "102", "name": "Tom Sawyer", "extensionId": "400144455008" },
"from": { "phoneNumber": "103", "name": "The Cat Jerry", "extensionId": "400144457008" },
"status": { "code": ”Answered" },
"missedCall": false,
"muted": false
}
],
}
}
}
Telephony Sessions Event
(snipped to fit on a slide)
Setup, Proceeding, Answered,
Disconnected, Gone, Parked, Hold,
VoiceMail, FaxReceive,
VoiceMailScreening

Call Control API (Javascript)
const SDK = require('ringcentral');
const rcsdk = new SDK({
server: 'serverURL',
appKey: 'clientId',
appSecret: 'clientSecret'
});
const platform = rcsdk.platform();
await platform.login({
username: 'username',
password: 'password'
});
sid = "402936341008"
pid = "cs171841903434018384-2"
uri = `/restapi/v1.0/account/~/telephony/sessions/${sid}/parties/${pid}/transfer`
const r = await platform.post(uri, {
phoneNumber: '+1-510-555-1212'
});
Authentication Stuff

Call Control API (Javascript)
appKey: 'clientId',
});
});
sid = "402936341008"
pid = "cs171841903434018384-2"
uri = `/restapi/v1.0/account/~/telephony/sessions/${sid}/parties/${pid}/transfer`
const r = await platform.post(uri, {
phoneNumber: '+1-510-555-1212'
});
hold
unhold
reject
forward

Zoho CRM helps businesses drive
sales processes, support customers,
and promote customer success.
Features
● Call-pop
● Click-to-dial
● Contact syncing
● Call notes
● Call logging

Advanced RingCentral API Use Cases

Embeddable Phone
We wanted to make embedding a
fully functional phone and
communication device on the web
as plug-and-play as possible.
Features
● Phone (with dial-pad)
● SMS
● Call History
● Team Messaging
● Read Faxes

Initialize the Embeddable Widget
<script src="https://ringcentral.github.io/ringcentral-web-widget/adapter.js?
appKey=myAppKey&
appServer=https://platform.devtest.ringcentral.com&
redirectUri=https://ringcentral.github.io/ringcentral-web-widget/redirect.html”></script>

Initialize the Embeddable Widget
(function() {
var rcs = document.createElement("script");
rcs.src = "https://ringcentral.github.io/ringcentral-web-widget/adapter.js?" +
"appKey=myAppKey&" +
"appServer=https://platform.devtest.ringcentral.com&" +
"redirectUri=https://ringcentral.github.io/ringcentral-web-widget/redirect.html";
var rcs0 = document.getElementsByTagName("script")[0];
rcs0.parentNode.insertBefore(rcs, rcs0);
if (window.RCAdapter) {
window.RCAdapter.setMinimized(false);
}
})();
<script src="https://ringcentral.github.io/ringcentral-web-widget/adapter.js?
appKey=myAppKey&
appServer=https://platform.devtest.ringcentral.com&
redirectUri=https://ringcentral.github.io/ringcentral-web-widget/redirect.html”></script>
Or…

Call
Recording
Analysis
(in 2 case studies)

Gong is a conversation analytics company that uses
machine learning to help sales organizations have more
effective conversations with their customers.

Theta Lake uses AI to detect compliance risks in
videos, audio/call recordings, and other rich media
content. Detections feed into intuitive, AI-assisted
supervision workflow with secure retention and
compliant archiving options.
Features
● Risk detection alerts
● Call, meeting and message analysis
● Configurable data retention
● Content indexing for quick access
● Scene change detection in meetings
● Workflow design tools
Since 2008, more than
$240B
in fines have been levied against
banks for compliance violations

1 Scheduled process triggers
scan for new content
2
Theta Lake retrieves and
processes content
3
Theta Lake analyzes &
assesses risk
Speech to Text Service
Scheduled Task
4
Theta Lake indexes content
and alerts agents
Message Store
(Fax, SMS)
Call Log
(Call Recordings)
Glip
(Compliance Exports)
Meetings
(Cloud Recordings
BETA)

Request
appKey: 'clientId',
});
extension: 'extension',
});
uri = `/restapi/v1.0/account/~/extension/~/call-log/${rId}`
const r = await platform.get(uri, {});
Response
{
"uri": "..snip..?view=Simple",
"id": "IXPCm_tIkCduk4I",
"sessionId": "404412141008",
"startTime": "2015-06-25T14:57:30.000Z",
"duration": 60,
"type": "Voice",
"action": "Phone Call",
"result": "Accepted",
"to": {
"phoneNumber": "+18772160007",
"name": "John Smith"
},
"from": {
"phoneNumber": "+18882400004",
"name": "Jane Smith"
},
"recording": {
"uri": "..snip../40119014/recording/40154",
"id": "401547458008",
"type": "OnDemand",
"contentUri": "..snip../40154/content"
}
}

Velvetech is a custom software development
company that developed a real-time
transcription service and framework.
Features
● Real-time Transcription
● Speaker identification
● Real-time Conversation Analysis
+
● AI-driven prompt suggestion engine
● Modular speech recognition,
language models and transcription

Call Monitoring Groups
ext. A
ext. B
ext. C
ext. E
ext. G
Call Monitoring Group
ext. D
ext. F
ext. H
Supervisors
ext. I ext. Kext. J ext. L

Call Monitoring by a Virtual Agent

{
"uuid": "837270960869181944",
"subscriptionId": "5c37f936-fa66-4b4b-95af-1e94b51a748d",
"pn_apns": {
"body": {
"sessionId": "402936341008",
"telephonySessionId": "Y3MxNzE4NDE5MDM0MzQwMTgzODRAMTAuNjIuMjUuMTEx",
"parties": [
{
"extensionId": "400144455008",
"id": "cs171841903434018384-2",
"to": { "phoneNumber": "102", "name": "Tom Sawyer", "extensionId": "400144455008" },
"from": { "phoneNumber": "103", "name": "The Cat Jerry", "extensionId": "400144457008" },
"status": { "code": "Answered" },
"missedCall": false,
"muted": false
}
],
}
}
}
Telephony Sessions Event
(snipped to fit on a slide)

Call Monitoring in Ruby
require 'ringcentral'
rc = RingCentral.new(
'client_id',
'client_secret',
'https://platform.ringcentral.com')
rc.authorize( username: '+16505550100',
password: 'my_password')
sid = "402936341008"
uri = '/restapi/v1.0/account/{accountId}/telephony/sessions/{sid}/supervise'
res = rc.post, payload: {
"mode": "Listen",
"extensionNumber": "108",
"deviceId": "60727004"
}

Advanced RingCentral API Use Cases

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