Merge branch 'add/improve-qa' into 'main'

Add/improve qa

See merge request integration/ringcentral-integration-docs!25

Author: a071112

docs/dynamics/questions.md

@@ -35,3 +35,12 @@ All of this information is included in the RingCentral for Dynamics 365 admin gu
 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.
+
+## Q. Why is the RingCentral for Dynamics 365 integration or the RingCentral panel in Dynamics displaying a blank white screen?
+
+A. If the Channel URL opens in a new tab without issues, it is most likely a setup issue where our integration does not load in the customer's environment. I recommend the admin user follow the exact steps from the admin guide at https://assets.ringcentral.com/us/guide/admin-guide/dynamics_beta_admin.pdf.
+
+If the issue persists after completing the correct setup, please follow these steps:
+
+-   Collect HAR and console logs from the 'Customer Service Hub' screen. Right-click anywhere on the screen, inspect the element, and reload the page. Ask the customer to open the RingCentral for Dynamics panel in the top right corner.
+-   I also recommend the admin add the 'Channel Access' role to the 'Select the Roles for the Channel' section.

docs/hubspot/img/open-ringcentral-text-messaging.png

@@ -291,3 +291,27 @@ A. Below is how the call logging feature works:
 -   Simultaneously, customers may use other third-party integrations with HubSpot or manually add content to the notes section after the call.
 -   This creates a race condition where sometimes the third-party integration or manually entered information populates the contents first, and sometimes RingEx by RingCentral integration app insert the recording link first.
 -   If the third-party integration or manually typed information is added first, RingEx by RingCentral integration app may override that content when we update the notes with recording links.
+
+## Q. Why isn't there a Send SMS engagement option on the Contact detail page?
+
+A. In HubSpot, the CRM contact page has a set of default engagement types such as Call, Email, Task, and Meeting. HubSpot does not provide support for SMS. Adding a custom activity button (like for SMS) directly to that row of activity buttons isn't natively supported through the default UI, but there are workarounds you can use.
+
+-   On the right section of the contact page, users should see a Text Messaging section with an "Open RingCentral Text Messaging" button. This button will open the native integration for users to enable texting within HubSpot using 'RingCentral' as the provider.
+-   Attaching a screenshot for reference.
+
+![Open RingCentral Text Messaging](./img/open-ringcentral-text-messaging.png)
+
+## Q. Why is there an automatic call made to the contact from RingEX by the RingCentral HubSpot Native integration when switching tabs?
+
+A. This is a known feature from HubSpot when call goes out from RingCentral integration that means a 'Call' type task is created for that contact.
+
+-   This call task and dialing interaction is a core feature of HubSpot's power dialing functionality. It works as intended, assuming users who click on call tasks want to immediately engage in the call.
+-   According to https://community.hubspot.com/t5/CRM/How-to-stop-auto-opening-action-box-from-Tasks-view/m-p/1037304, there currently appears to be no workaround other than creating a different type of task.
+-   In this case, our native CTI only receives a request to make a call; our app does not automatically initiate dialing on its own. Essentially, HubSpot instructs our app to make the call.
+-   Our Chrome extension did not function this way because it does not fully integrate with HubSpot's CTI solution. For example, clicking on native phone buttons in HubSpot does not work with the extension, but the extension scans the page to offer our own injected call buttons.
+
+**Workarounds:**
+
+-   The only known workaround is to create tasks as "To-Do" type rather than call tasks.
+
+We recommend the customer consider this workaround or contact HubSpot for potential alternative solutions. Our partnership with HubSpot may lead to full support of their native solution and potential retirement of the extension in the future. It may be more effective if the request to disable this auto-dialing behavior comes from customers rather than from RingCentral.

docs/hubspot/questions.md

@@ -519,3 +519,241 @@ b. When Auto Log is OFF:
 -   The disposition field becomes uneditable after saving
 -   The system supports both manual and automatic logging
 -   Multiple Sales Engagement calls can be active simultaneously
+
+## Q. Why some of fields are not displayed in the Task or even if it present why is it empty?(Ex: some of the RingCentral custom fields like Call Recording, Call Duration, Call Start Time, Call End Time, etc.)
+
+A. There could be 2 reason why users does not see a specific field or it is empty in the Task Object of Salesforce after a call/sms is logged. Reason 1 Because of the Field-Level Security and Reason 2 Field was not added to the Task Layout. Below are the resolution steps for Salesforce admin to resolve this issue,
+
+**Check the Field Level Security:**
+
+-   Go to Setup → Object Manager → Task/Activity → Fields & Relationships
+-   Click the field (Ex: Call Recording, Call Duration)
+-   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 (Call Recording, Call Duration) onto the layout
+-   Save
+
+## Q. Why are the calls logged (Tasks are created) to Contact and Lead but not to the Accounts, Cases, and Opportunities?
+
+A. When logging calls involving Contacts or Leads associated with Accounts, Cases, or Opportunities, tasks are only being created for the Contact/Lead but not for the related Account/Case/Opportunity records. This is the intended behavior of the Salesforce integration. However, to log tasks to Accounts, Cases, and Opportunities, follow the solutions mentioned below.
+
+**How Entity Matching Works:**
+
+Primary Entity Selection (WhoId)
+The system selects one primary entity as the "Who" field:
+
+-   Contact/Lead/Person Account: When phone number matches a Contact/Lead/Person Account.
+
+Related Entity Selection (WhatId)
+The system can set a related entity as the "What" field:
+
+-   Account: Associated company/organization
+-   Case: Related support case
+-   Opportunity: Related sales opportunity
+
+**Why Tasks Don't Appear in Account/Case/Opportunity Activity:**
+
+**Single Task Design**
+
+-   One Task per call - not multiple tasks for different objects
+-   WhoId field determines where the task appears in Contact/Lead Activity
+-   WhatId field determines where the task appears in Account/Case/Opportunity Activity
+
+**Lead Priority Issue**
+
+When a phone number matches a Lead:
+
+-   WhoId = Lead ID
+-   WhatId = empty/null
+-   Result: Task only appears in Lead Activity
+
+**Missing Related-To Association**
+
+-   When Contact is primary but no Account/Case/Opportunity is associated:
+-   WhoId = Contact ID
+-   WhatId = empty/null
+-   Result: Task only appears in Contact Activity
+
+**Solutions:**
+
+**Solution 1: Manual Related-To Association (Most Reliable)**
+Step-by-Step Process:
+
+1. Complete the call and let it auto-log
+2. Open the call log from the widget
+3. Click on the "Related To" field
+4. Search for the appropriate record:
+    - Account: Company/organization name
+    - Case: Case number or subject
+    - Opportunity: Opportunity name
+5. Select the record and save the task
+
+Expected Result:
+
+-   WhoId: Contact/Lead ID
+-   WhatId: Account/Case/Opportunity ID
+-   Task appears in: Both Contact/Lead Activity AND Account/Case/Opportunity Activity
+
+**Solution 2: Click-to-Dial from Related Record**
+For Account/Case/Opportunity Association:
+
+-   Navigate to the Account/Case/Opportunity record in Salesforce
+-   Use Click-to-Dial from the Account/Case/Opportunity page
+-   System automatically sets Account/Case/Opportunity as Related-To
+
+**(Beta - Feature)**
+
+**Solution 3: Configure Object Priority in Integration Console**
+Admin Configuration:
+
+1. Go to RingCentral Admin Console
+2. Navigate to Integration Console > Salesforce
+3. Configure Object Priority Settings:
+    - Set Account as higher priority than Lead
+    - Set Case as higher priority than Lead (if applicable)
+    - Set Opportunity as higher priority than Lead (if applicable)
+
+**Troubleshooting:**
+
+If Task Still Doesn't Appear in Related Record Activity:
+
+-   Check Task field values - ensure WhatId is populated
+-   Verify record relationships in Salesforce
+-   Check Integration Console settings for object priority
+-   Review call log configuration for field mappings
+
+If Related-To Field is Not Available:
+
+-   Check user permissions for the related object
+-   Verify field-level security settings
+-   Ensure the related record exists and is accessible
+
+**Summary:**
+The key is understanding that Salesforce creates one Task per call, and the WhatId field determines where the task appears in related record Activity. By using the Related-To field to manually associate Account/Case/Opportunity records, or by initiating calls from the appropriate record context, you can ensure tasks appear in both the Contact/Lead Activity and the related record Activity. Following these solutions will create tasks in Account/Case/Opportunity Activity.
+
+## Q. Click to Dial or SMS feature is not enabled after refreshing the Salesforce page.
+
+A. This issue is typically caused by CTI (Computer Telephony Integration) not auto-loading in the Lightning App configuration.
+
+**1. CTI Loading Behavior**
+The RingCentral for Salesforce integration requires the CTI adapter to be properly initialized before Click-to-Dial (C2D) and SMS features become available.
+
+**2. Lightning App Configuration Issue**
+The CTI integration requires specific Lightning App settings to function properly:
+
+-   Auto-load CTI: Must be enabled in Lightning App configuration
+-   Utility Bar Integration: CTI must be properly added to the utility bar
+-   Page Load Initialization: CTI needs to initialize on page load, not just on click
+
+**Solutions:**
+
+**Solution 1: Enable CTI Auto-load in Lightning App (Recommended)**
+Step-by-Step Instructions:
+
+1. **Access Lightning App Builder**
+
+    - Go to Setup > Lightning App Builder
+    - Select the Lightning App being used
+
+2. **Configure Utility Bar**
+
+    - Click on Utility Bar in the app layout
+    - Locate the RingCentral CTI component
+
+3. **Enable Auto-load Setting**
+
+    - Find the "Auto-load CTI" or "Load on Page Load" option
+    - Check/Enable this setting
+    - Save the configuration
+
+4. **Test the Configuration**
+    - Refresh the Salesforce page
+    - Verify Click-to-Dial and SMS features are available immediately
+    - No manual click should be required to enable features
+
+**Solution 2: Verify Utility Bar Configuration**
+Check Utility Bar Settings:
+
+-   Go to Setup > Lightning App Builder
+-   Select the Lightning App
+-   Click Utility Bar
+-   Ensure RingCentral CTI is added to the utility bar
+-   Verify the component is active and not disabled
+
+**(Beta - Feature)**
+
+**Solution 3: Check Integration Console Settings**
+Verify Admin Configuration:
+
+-   Go to RingCentral Admin Console
+-   Navigate to Integration Console > Salesforce
+-   Check CTI Configuration:
+    -   Click-to-Dial: Enabled
+    -   SMS Features: Enabled
+    -   Auto-logging: Properly configured
+
+**Summary:**
+The issue occurs because the CTI integration is not configured to auto-load in the Lightning App. By enabling the "Auto-load CTI" setting in the Lightning App Builder, the RingCentral integration will initialize automatically on page load, making Click-to-Dial and SMS features immediately available without requiring manual user interaction.
+
+This is a configuration issue, not a code defect, and can be resolved through proper Lightning App setup.
+
+![Utility Item](./img/utility-item.png)
+
+## Q. Why don't I see caller ID when there is an incoming call to the call queue in Salesforce CTI?
+
+A. This is expected behavior in the Salesforce CTI integration. Caller ID information is not displayed for call queue calls due to the way the system handles queue-based routing and privacy considerations.
+
+**Root Cause Analysis:**
+
+**1. Call Queue Call Handling**
+When calls come through a call queue, the Salesforce CTI integration treats them differently from direct calls:
+
+-   Queue calls are routed through the call queue system before reaching individual agents
+-   Caller information is masked during the queue routing process for privacy and security
+-   The system prioritizes queue management over individual caller identification
+
+**2. Privacy and Security Considerations**
+The integration is designed to protect caller privacy when calls are routed through queues:
+
+-   Caller ID masking prevents unauthorized access to caller information
+-   Queue-based routing ensures calls are distributed according to business rules
+-   Agent-level restrictions limit what information is visible during queue calls
+
+**3. Technical Implementation**
+The Salesforce CTI integration has specific logic for handling call queue calls:
+
+-   Queue calls bypass normal caller ID display mechanisms
+-   System focuses on queue name and call routing information
+-   Caller details are intentionally withheld until the call is properly routed
+
+**Solutions and Workarounds:**
+
+**Solution 1: Use Queue Name Tooltip (Available Feature)**
+
+-   Hover over the call queue name in the CTI interface
+-   Wait for the tooltip to appear (short delay)
+-   View the complete queue information in the tooltip
+-   This provides queue-specific details about the incoming call
+
+**Solution 2: Check Call Assignment**
+
+-   Wait for the call to be assigned to an agent
+-   Caller information may become available after assignment
+-   Check the call details once the call is in progress
+
+**Why This Design Exists:**
+
+1. **Queue Management Priority**
+2. **Privacy Protection**
+3. **Performance Optimization**
+
+**Summary:**
+The absence of caller ID for call queue calls is intentional behavior in the Salesforce CTI integration. This design prioritizes queue management, protects caller privacy, and optimizes system performance. While caller ID is not displayed during queue routing, users can access queue information through the hover tooltip feature and may see caller details once the call is assigned to an agent.
+
+This is not a bug or configuration issue, but rather the expected behavior for queue-based call handling in the Salesforce CTI system.

docs/salesforce/img/utility-item.png

@@ -74,3 +74,31 @@ A. There are a couple of reasons why Zendesk tickets are assigned to the admin u
 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.
+
+##Q. Tickets are being incorrectly associated with contacts in Zendesk when making internal calls or calls exchanged between extensions.
+A. The issue occurs due to the following logic in the RingCentral for Zendesk integration:
+
+1. Contact Matching Logic: When a call is made to an extension Ex: '209', the system searches for contacts in Zendesk that might match "209".
+2. Extension Detection: The system uses a function to detect internal extension calls.
+3. Logging Decision: If the "Log extension calls" toggle is enabled, the system will log the call even if it's an internal extension call.
+4. Contact Association: The matched contact (if found) gets associated with the call log instead of treating it as an internal extension.
+
+**Recommended Solution:**
+
+-   Disable the "Log extension calls" toggle in the RingCentral for Zendesk widget settings to prevent internal extension calls from being logged to Zendesk contacts.
+
+Why This Solution Works:
+
+-   Prevents False Matching: Disabling this toggle prevents the system from searching for contacts that match extension numbers.
+-   Maintains Internal Call Privacy: Internal extension calls remain private and aren't logged to external CRM systems.
+-   Preserves External Call Logging: Calls to external numbers will still be logged normally.
+-   Eliminates Contact Confusion: No more incorrect contact associations for internal calls.
+
+Additional Recommendations:
+
+-   Review Existing Logs: Check your Zendesk tickets for any incorrectly logged internal calls and clean them up if needed.
+-   Train Users: Inform your team about this setting to prevent future confusion.
+-   Monitor: After making the change, monitor call logging for a few days to ensure the issue is resolved.
+-   If the customer needs to log some internal calls but not others:
+-   Consider using different extension ranges for different purposes.
+-   Implement call routing rules to distinguish between internal and external calls.