Which Salesforce.com user to authenticate with
When authorizing Ringio to access your Salesforce.com account, make sure that the Salesforce.com user (most likely you) who is providing the credentials has the System Administrator role in Salesforce.com.
This is important because when when Ringio looks up a contact, Ringio only sees whatever this user can see. And if the user who granted Ringio the all your organization's contacts in Salesforce, and not only a subset visible to the authenticated user.
For support a good best practice is to ensure the salesforce user is an api user where the password doesn't expire when setting up the account. Salesforce forces passwords to change every 90 days so best to avoid altogether if possible.
Making sure you see all the data from Ringio in Salesforce.com
If you don't see your phone calls logged into Salesforce.com check this list:
- It may take a while for the call to appear - While Ringio generally syncs your calls immediately with Salesforce, there is a queue of sync jobs processing and it may get full for a variety of reasons (e.g. SFDC API is not responding).
- Is the Ringio user who made or received the call mapped to a Salesforce.com user in the Salesforce integration configuration? Ringio only logs into Salesforce.com the calls from / to the Ringio users who have been mapped to Salesforce.com users.
- Is there more than one contact in Salesforce with that Caller ID? - you may be looking for the call under the wrong contact. If more than one contact in SFDC matches, then SFDC does the disambiguation for Ringio.
- Did you call a contact that came from a different source? For example, you have the Ringio Google Contacts integration and the particular contact you called came from your Google Address Book. In order to prevent synchronization loops, Ringio will only log calls from contacts that were created from within Ringio or from within Salesforce.com
Ownership and Attribution ("Assigned To") of calls
Calls in Ringio are logged as Activity objects in Saleforce.com of type "Call". Contacts in Ringio are logged in Salesforce as the type of object that you select in the Salesforce Integration configuration screen.
All these Salesforce.com objects are created by, and owned by the user who originally authorized Ringio to access Salesforce.com data. But they are "Assigned To" or attributed to the Salesforce user that is mapped to the corresponding Ringio user.
Salesforce.com editions compatible with Ringio
Ringio uses Salesforce.com API calls from the Bulk API. In order to work, your account needs to have API access enabled. Currently, you can get API access on Professional edition with API enablement, Enterprise edition, Ultimate edition and Developer edition.
What happens to my calls if the Salesforce.com system is unavailable?
Ringio tries periodically to update Salesforce records and queues up the update requests.
Salesforce.com API Usage
Every Salesforce.com account has a certain allocation of daily API calls that can be made to that account. Ringio will use between 1 and 3 API requests per phone call processed. So if you make 10,000 calls/day you would consume 30,000 API calls/day. We can lower your API consumption by batching up phone calls in 100 call blocks (i.e. 100 phone calls could result in as little as 1-3 API calls, but the number could be higher if Ringio has to match a lot of new contacts in that batch).
How to Monitor that your Salesforce.com account is syncing with Ringio
In Salesforce.com, click "Setup" in the top navigation bar. Under Setup > Monitor (left sidebar) > Jobs > Bulk Data Load Jobs
You will see jobs created by Ringio:
You can then click on Job ID, and then Batches, and then View Request to see the data sent into Salesforce.com