topic Call logging in Calling

Call logging

CP79 — Wed, 23 Nov 2022 05:00:07 GMT

Our free Hubspot is integrated with RingCentral. How can we have the activity listed under a current staff (not old staff who've left) when a call is made inbound and outbound?

Re: Call logging

franksteiner79 — Wed, 23 Nov 2022 07:58:20 GMT

Hi @CP79

I haven't used the RingCentral integration myself yet but aren't calls logged as engagement activity on the corresponding contact record. When you say "can we have the activity listed under a current staff" what are you referring to, where in the tool are seeing that information?

Thanks

Frank

Re: Call logging

danmoyle — Wed, 23 Nov 2022 13:57:47 GMT

@CP79 if you're referring to who logged the call, that's not something you can change (I personally wouldn't want it changed, even if it's staff who has left - historical context is important).

Is that what you're referring to? The "Call from [staff member]" ? That will stay the same.

Re: Call logging

CP79 — Wed, 23 Nov 2022 23:03:49 GMT

I don't wish to change the calls from being logged - i want it logged. However, when an inbound or outbound call is made the "activity assigned to" is showing an old staff even though these are made by a new staff member. The integration with ringcentral is working and all phone numbers/ext have been changed over to the new staff therefore I'm not sure why the old staff is stil showing. Please refer to image below.

Re: Call logging

franksteiner79 — Thu, 24 Nov 2022 08:15:33 GMT

Hey @CP79

Having looked at this KB article and the definition of the property "activity assigned to", I would say this is all tied to contact owner. Could you check if the member of staff still has records in his/her name.

The best solution would be to re-assign those records to a current member of staff which should solve the problem.

Let me know if that helps.

Thanks

Frank

Re: Call logging

CP79 — Thu, 24 Nov 2022 21:23:51 GMT

If the calls were made by an existing contact i understand why the old staff's name would appear as it is assinged to them. However the calls I highlighted were not from existing contacts therefore there has no link the person who took the call should show the new staff who answered it?

Re: Call logging

franksteiner79 — Fri, 25 Nov 2022 09:45:53 GMT

Hi @CP79

I don't know enough about the Ring Central integration, but based on my knowledge of HubSpot here are my best guesses:

Is the number that is being called by the unknown contact somehow tied to the old member of staff, either in HubSpot or RingCentral?
When you click on the call, is there anything showing in either participants or associations?
Is RingCentral creating new contacts, based on incoming phone calls? If so are they maybe being assigned to the old member of staff?

Am I right to assume you have a paid subscription with HubSpot? If so, I'd open a support ticket with the HubSpot support. Their support teams have a number of tools that allow them to see this level of change even if it not visible to us as end-users.

Thanks

Frank