Configure Monitoring for RingCentral

ComponentsEngineJS ProfilerMobile AppRPA Bot RecorderRUM JS

Availability2017.1 or later

Configure Monitoring for RingCentral

Collection, analysis and alerting

2. Configure Browser Monitoring — Optional

Add browser-side visibility

16. Configure Security and Privacy

Decide before production monitoring

Troubleshooting

Fix common RingCentral issues

Overview

Configure how GermainUX collects, analyzes, correlates, and alerts on RingCentral activity after the required GermainUX components have been deployed.

1. Configure RingCentral Call Monitoring

Configure the RingCentral integration used by the GermainUX Engine to collect supported SIP-over-WebSocket call-signaling events. Define:

RingCentral connection endpoint
Authentication
Required signaling or subscription scope
GermainUX application
Environment
Destination KPIs

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Collection behavior
Reconnection behavior
Permitted call properties
Permitted participant properties
Masking and exclusion requirements

Only collect properties approved by your organization.

Call Events

Depending on the events exposed by RingCentral, GermainUX can collect:

Call started
Call connected
Call ended
Call direction
Call duration
Ringing or waiting duration

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Call/session identifier
User or extension
Call result
Failure or termination status

KPI Mapping

Map collected events to the applicable GermainUX KPIs. Examples include:

RingCentral Call
Call Started
Call Connected
Call Ended
Call Failure
RingCentral Session Event

The exact integration configuration depends on the RingCentral environment, permissions, and GermainUX version.

2. Configure Browser Monitoring — Optional

Configure browser monitoring when RingCentral or the related CRM needs to be analyzed from the user’s perspective.

RUM Extension

For RingCentral-hosted applications, use the RUM Extension when supported. Go to: Germain Workspace > Left Menu > Wizards > Browser Extension Agent Create or select the monitored application and configure:

Application name
RingCentral URL
GermainUX environment
Host when required
Software/application
UX Monitoring Profile
Privacy configuration

Deploy the extension to the appropriate users or manage it centrally according to your organization’s browser-management policy.

RUM JS

When monitoring a customer-controlled application that embeds or integrates RingCentral, configure the corresponding GermainUX RUM JS monitoring. Go to: Germain Workspace > Left Menu > Wizards Search for the appropriate RUM or JS wizard for the monitored application. Configure:

Application
Website URL
Environment
UX Monitoring Profile
Privacy
User/session identification
Bot and crawler exclusions

3. Configure Session Replay — Optional

When Session Replay is permitted, configure it for the RingCentral or CRM UX Monitoring Profile. Go to: Germain Workspace > Settings > Analytics > UX Monitoring Profiles Select the applicable profile. Configure as required:

Session Replay enabled/disabled
Sensitive-field exclusion
Masking
Anonymization
URL exclusions
User/session properties

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IP exclusions
Bot/crawler exclusions
Replay access
Retention

Validate all privacy settings before enabling production monitoring. RingCentral call audio and video are not captured by browser Session Replay.

4. Configure CRM Correlation

When RingCentral is used with a CRM, configure the properties required to correlate interactions across systems. Useful properties can include:

Agent ID
User ID
RingCentral extension
Call ID
Session ID
Customer ID

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Contact ID
Case ID
Service-request ID
Lead ID
Opportunity ID
Interaction timestamp

The identifiers available depend on what RingCentral and the monitored CRM expose. GermainUX can use these properties to associate RingCentral interactions with:

User sessions
CRM transactions
Business processes
Application errors
Integrations
Supporting technology

5. Configure Business Processes

Define the RingCentral-enabled workflows that are important to the business. For each process, configure:

Start event
Milestones
Completion event
Failure condition
Abandonment condition
Expected duration

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Relevant users
Relevant teams
Business-impact measures

Examples include:

Customer Support

Call connectedCustomer identifiedCase openedIssue handledCall completedCase updated

Sales

Call startedContact identifiedOpportunity openedCall completedOpportunity updated

After-Call Work

Call endedCRM update startedRequired fields completedWork completed

GermainUX can then measure:

End-to-end duration
Time at each stage
Repeated steps
Abandonment
Process failures
After-call work
Lost productivity
Affected users and teams

6. Configure Supporting-System Monitoring

Configure monitoring for customer-controlled technology that can affect RingCentral workflows. Depending on the environment, this can include:

CTI logs
Middleware logs
Integration availability
API response time
API errors
Authentication availability

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Application processes
Server CPU
Server memory
File-system capacity
Database availability
Database performance
Network endpoints
Custom diagnostic queries

Correlating this telemetry with RingCentral activity helps identify whether an issue originated in the browser, CRM, integration layer, network, or supporting infrastructure.

7. Configure Synthetic Monitoring — Optional

Use the GermainUX RPA Bot Recorder to configure approved synthetic scenarios. Configure:

Test account
Target application
Scenario steps
Execution schedule
Expected results
Timeout

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Failure conditions
Target Engine
Notifications

Avoid synthetic actions that contact real customers, alter production records, or generate unintended business activity.

8. Configure Conversation Analysis — Optional

RingCentral signaling does not include the spoken conversation. When an authorized textual source is available, GermainUX can analyze conversation content from sources such as:

Call transcripts
Chat transcripts
Messaging conversations
Customer-service notes
Conversation events exposed by an authorized API

Depending on the data available, GermainUX can analyze:

Sentiment
Intent
Topics
Friction
Escalation indicators
Recurring concerns
Customer-defined phrases

Do not enable conversation-content collection without the required authorization and privacy controls.

9. Configure KPIs

Configure the KPIs required for your RingCentral use cases. Typical KPIs include:

RingCentral Call
Call Started
Call Connected
Call Ended
Call Failure
RingCentral Session Event

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Browser Error
Outbound HTTP Request
Business Process

10. Configure Measures

Measures can include:

Call count
Unique agents
Call duration
Average duration
Median duration
Percentile duration

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Ringing time
Waiting time
Failure count
Failure rate
Concurrent calls
Workflow duration
After-call work
Total work time
Lost productivity

11. Configure Pivots

Analyze RingCentral KPIs using pivots such as:

Agent
Team
Extension
Direction
Call result
Application

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CRM
Business process
Environment
Browser
Error
Time period
Customer-defined category

12. Configure SLA Thresholds

Configure SLAs for conditions that require attention. Examples include:

Failed calls
Interrupted calls
Excessive ringing time
Excessive waiting time
Unusually short calls
Unusually long calls

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Call-failure rate above threshold
Unexpected reduction in call activity
Unexpected increase in call activity
CRM process duration above threshold
Excessive after-call work
Browser errors affecting agents
Integration errors affecting agents
Synthetic scenario failure

Thresholds should reflect the organization’s actual operating expectations. A long or short call is not necessarily an issue without the relevant business context.

13. Configure Rules and Automated Analysis

Use GermainUX Rules to identify more advanced RingCentral conditions. Rules can combine RingCentral data with:

CRM KPIs
User-experience KPIs
Application errors
Integration errors
Infrastructure KPIs
Business-process KPIs

Rules can be used to detect patterns that cannot be identified reliably from a single threshold.

14. Configure Alerts and Watches

Configure notifications for RingCentral conditions requiring attention. GermainUX can:

Send an alert
Notify subscribed users through a Watch
Generate a scheduled report
Generate an event-driven report
Initiate an approved diagnostic workflow
Call an authorized endpoint
Execute an approved corrective action

Automated actions affecting users, RingCentral interactions, CRM data, or production systems should be authorized and tested before production use.

15. Configure Dashboards and Reports

Create dashboards appropriate for the teams using RingCentral data. Examples include:

RingCentral Operations

Call volume
Call duration
Failure rate
Ringing/waiting time
Concurrent activity
Availability

Agent Experience

Calls per agent
Time on calls
After-call work
CRM performance
Browser errors
User friction

Customer-Service Workflow

End-to-end process duration
Process failures
Abandonment
Repeated steps
Integration errors
Lost productivity

Technical Operations

RingCentral event failures
Browser errors
HTTP failures
CTI/integration errors
API performance
Infrastructure health

16. Configure Security and Privacy

Before production monitoring, define:

RingCentral events permitted for collection
Agent identifiers permitted for collection
Customer identifiers permitted for collection
Participant identifiers permitted for collection
Fields that must be masked
Fields that must be excluded

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Whether Session Replay is permitted
Whether transcripts are permitted
Whether message content is permitted
Users permitted to view interaction details
Users permitted to access Session Replay
Data-retention period
Alerts and automated actions that are authorized

Recommended practices include:

Use dedicated integration accounts.
Use dedicated synthetic-monitoring accounts.
Grant only required permissions.
Protect credentials.
Encrypt connections.
Mask or exclude sensitive information.
Restrict access using GermainUX roles.
Validate privacy settings before production deployment.

17. Validate the Configuration

Call Monitoring

Perform an approved test call and confirm:

Start event appears
Connection event appears
End event appears
Duration is correct
Direction is correct
User/extension is correct when available
Status is correct

Browser Monitoring

Perform representative browser actions and confirm:

UX events appear
Network requests appear
JavaScript errors are detected
Session Replay works when enabled
Sensitive information is protected

CRM Correlation

Confirm that GermainUX correctly associates:

RingCentral call
Agent
Browser session
CRM interaction
Business process

Verify that unrelated events are not incorrectly correlated.

SLA and Alerting

Safely reproduce a test condition and verify:

KPI status
SLA status
Rule behavior
Alert
Watch
Report
Authorized automation

Troubleshooting

RingCentral Events Are Missing

Verify:

Engine is running

Engine is connected to Germain Enterprise

RingCentral endpoint is reachable

Firewall and proxy configuration is correct

Authentication is valid

Required permissions are available

Required RingCentral signaling scope is available

RingCentral collection is enabled

Destination application and KPIs are correct

Engine logs contain no connection, authorization, parsing, or reconnect errors

Browser Events Are Missing

Verify:

RUM JS or RUM Extension is loaded

RingCentral/CRM URL matches the configured application

UX Monitoring Profile is enabled

Browser security policies permit monitoring

Cross-origin restrictions are understood

Privacy exclusions are not excluding all activity

CRM Correlation Is Incomplete

Verify:

Both systems are collecting data

A common identifier is available

User and extension mappings are correct

Timestamps are synchronized

Correlation time windows are appropriate

Relevant CRM workflow events are being collected

Get More Information

RingCentral monitoring can be customized according to the application’s components, user journeys, errors, performance requirements, privacy requirements, APIs, and integrations. GermainUX can help determine which monitoring, analytics and automation capabilities are appropriate for your RingCentral environment. Contact GermainUX Support.

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Contact GermainUX Support

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