Use this guide to connect your RingCentral account to Sage Care and understand how blind and warm call transfers preserve the original caller's ID.

Link to Video Walkthrough

https://www.loom.com/share/dd4bab907542404dbc23ccfca7eae431

Step-by-Step Instructions

1. Before You Begin [0:00]
   • Make sure you have an admin account on RingCentral
   • Have your RingCentral username and password ready, or be already logged in
2. Navigate to RingCentral Settings in Sage Care [0:32]
   • In Sage Care, go to Settings → Calls → RingCentral
   • Click Connect RingCentral
3. Authorize Sage Care [0:46]
   • If prompted, select Continue as [your name] to proceed with your logged-in RingCentral account
   • Review the permissions — Sage Care will only read data from RingCentral, never write
   • Click Authorize to complete the connection
4. Confirm the Integration [1:07]
   • After authorizing, you should see your organization's RingCentral account ID displayed
   • This confirms the integration is active
5. How Blind Transfers Work [1:17]
   • When a call comes in to RingCentral and is blind transferred to a Sage Care number, the original caller's ID (e.g., Jane Doe) appears in Sage Care
   • After the call ends, the callback number will be the original caller's number — not the RingCentral number
6. How Warm Transfers Work [2:31]
   • During a warm transfer, the call initially shows the RingCentral number as the caller ID — this is expected due to RingCentral platform limitations
   • Once the transfer completes and the call ends, Sage Care retroactively updates the record to show the original caller (e.g., Jane Doe)
   • All AI actions (call summary, email draft, etc.) run against the correct caller after the call ends