Connecting an AI phone agent to RingCentral
RingCentral RingEX is a cloud phone service. The simplest way to connect Tibinet's AI agent is to forward calls to the agent's phone number. If you use BYOC with your own gateway, a SIP trunk is also possible.
RingCentral and the AI agent
RingCentral offers BYOC (Bring Your Own Carrier), which lets you connect your own carrier to RingEX through your own gateway or SBC. Without such a gateway, the integration works through a phone number. Your numbers, menus and queues in RingCentral stay as they are.
How the integration works
| Call forwarding (default) | Through your BYOC gateway | |
|---|---|---|
| To the agent | An IVR option, call queue or out-of-hours rule forwards to a phone number of the agent | A SIP trunk to Tibinet is added on your gateway or SBC, as with Teams and Zoom |
| Back to your team | The agent transfers to a phone number of your organisation | We call the gateway, which delivers the call into RingEX |
| Transfers | Cold, to a phone number | Cold, warm with 1 or 2, REFER as an option |
What your IT team does
Get the agent's number
We give you a phone number for the agent, either new or ported from your current provider.
Set up forwarding
In the RingCentral admin portal, add an external destination with the agent's number, for example as an IVR option, a call queue overflow or an out-of-hours rule.
Agree the return number
Agree with us which phone number of your team the agent may transfer to.
Test
Call your own number, choose the route to the agent and check whether the caller's number comes through.
If you go for BYOC, your administrator adds a trunk and routes on the gateway, as described on the technical details page.
Transfers
With call forwarding, the agent makes a cold transfer to a phone number. Warm transfers with a summary and 1 or 2 apply to a SIP connection on your gateway. Read more about forwarding calls to the agent's phone number.
Points to watch
- On most plans, forwarding uses call minutes, because it is an outbound call.
- Whether the caller's number comes through depends on how RingCentral forwards the call. Check it in a test.
Would you rather move your telephony to Tibinet entirely, with the agent built in? See hosted business telephony. Related pages: Zoom Phone, 8x8 and Dialpad. All platforms are listed in the integrations overview.
Connecting RingCentral to the AI agent?
Leave your details. We will call you back and work out the simplest route for you.
RingCentral and RingEX are trademarks of RingCentral. Tibinet is not a partner of, or affiliated with, RingCentral.
Frequently asked questions
Forwarding calls to a phone number of the agent. It does not need a gateway.
That depends on how RingCentral forwards the call. Check it in a test.
On most plans it does, because it is an outbound call.
Yes. Set up forwarding to the agent's number only in your out-of-hours rule.
No. We connect through a phone number or over SIP on your own gateway.
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