When calling a prospect from a task, it's opening in a new call log window, rather than updating the existing task window (RingCentral)

Symptom

When integrated and connected to RingCentral for Voice calls in Outreach, you're making calls from your prospect's task workflow. However, once you complete the call, it's showing the call log in a new window, rather than updating that existing call task you were working on. This creates double-work as you have to manually update and log the call in the task.

Applies To

• RingCentral integration users

• Calling from the Outreach task workflow

Resolution

Go to your user's voice settings page and connect/reconnect to your RingCentral account.

To get to your user's voice settings page:

1. Hover over your initials in the bottom left
2. Click on Personal settings
3. Click on Connect to your RingCentral account under the Voice section
4. Disconnect and reconnect to your RingCentral account

Cause

This can be caused by a few things: password changes with your RingCentral account, duration/session settings with RingCentral, or RingCentral requiring a new connection to refresh the authenticated token.