Connecting your RingCentral RingEX phone system to Patient Prism sends every recorded call into Patient Prism automatically, credited to the staff member who handled it. No one has to upload recordings by hand.
Before you start
You will need:
- A RingCentral account with administrator permissions. A Super Admin account works best.
- A Patient Prism account with access to Integrations under the Manage menu.
Step 1: Turn on call recording in RingCentral
Patient Prism analyzes call recordings, so RingCentral needs to be recording your calls. RingEX's Automatic Call Recording feature records all inbound and outbound calls from start to finish. It's off by default, so make sure it's turned on.
Tip: If Automatic Call Recording is already on and includes everyone whose calls you want analyzed, skip to Step 2.
- Sign in to the RingCentral Admin Portal at service.ringcentral.com.
- Click Phone System in the top menu.
- Go to Company > Company Call Handling and scroll down to the Call recording section.
- If your account uses the classic layout, go to Auto-Receptionist > Call Recording instead. If your company has multiple sites, select your main company site.
- Turn on Automatic call recording (the full setting name is "Automatically record all calls to specified extensions") and confirm.
- Open the setting and select the users, departments, and call queues to record. Be sure to include everyone whose calls you want Patient Prism to analyze.
The Call recording section of the RingCentral Admin Portal, with Automatic call recording turned on
Good to know
- When automatic recording is on, it takes priority over on-demand recording. See RingCentral's article on turning on on-demand or automatic call recording.
- By default, RingCentral plays a short announcement letting callers know the call may be recorded. Many regions legally require this, so we recommend leaving it on.
- RingCentral keeps automatic recordings for 90 days (see the Automatic Call Recording FAQ). Patient Prism retrieves each recording shortly after the call ends, so nothing is lost when they expire.
Step 2: Connect your RingCentral account
You only need to do this once, and it takes about two minutes.
- In Patient Prism, open the left menu and go to Manage > Integrations.
- Find the RingCentral | RingEX card and open it. If prompted, select the company you want to connect.
The RingCentral cards on the Integrations page in Patient Prism
- Click Add Account in the top right corner.
The RingCentral RingEX integration page and the Add Account button
- In the Connect RingCentral RingEX Account window, click Connect with RingCentral RingEX.
The Connect RingCentral RingEX Account window
- On the RingCentral sign-in page, sign in with your RingCentral administrator account and approve the connection.
- You'll be returned to Patient Prism, and your account will appear in the list on the integration page.
That's it for the connection. Patient Prism handles the rest automatically: it registers with RingCentral so that RingCentral notifies Patient Prism whenever a call ends, and it keeps that registration up to date in the background. There's nothing to configure or maintain on the RingCentral side.
Note: If you have more than one RingCentral account, click Add Account again for each one. Every connected account appears in the list.
Step 3: Match your staff members
To credit each call to the right person (for coaching, leaderboards, and individual reporting), Patient Prism needs to know which RingCentral extension belongs to which Patient Prism user.
- On the same integration page, scroll down to the Extensions section. (This section appears once at least one account is connected.)
- Click Sync and confirm. Patient Prism pulls your extension list from RingCentral, which can take up to a minute.
- For each extension in the table, click Edit, choose the matching person in the User field, and click Save.
This screenshot shows the RingCX version of the dialog. In RingEX, the dialog is titled Update Extension, but it works the same way.
A dash in the User column means the extension isn't matched yet. Patient Prism still receives calls from unmatched extensions, but can't credit them to a person.
Tip: Whenever you hire someone or change phone assignments, click Sync again to refresh the list. Your existing matches are kept.
Step 4: Make a test call
- From a mobile phone, call your office's main number.
- Have a staff member answer, talk for at least 15 seconds, then hang up.
- In Patient Prism, look for the call in your call list. It usually appears within a few minutes, since Patient Prism first has to retrieve and analyze the recording.
If the call shows up with a recording and the correct staff member's name, you're all set. If it doesn't appear, give it a few more minutes, then check the Troubleshooting section below.
Managing your connection
On the RingCentral | RingEX integration page, each connected account has a ⋮ menu with these options:
- Edit: rename the account, or use the Enabled switch to pause the integration. While it's off, Patient Prism won't process new recordings from that account.
- Reauthorize: reconnect the account if the connection becomes invalid (for example, after a RingCentral password change or security reset).
- Delete: fully disconnect the account. Patient Prism stops receiving calls from it and automatically removes its registration from RingCentral. Previously analyzed calls stay in Patient Prism.
Troubleshooting
| What you see | Likely cause | What to do |
|---|---|---|
| No calls appear in Patient Prism. | Automatic call recording is off in RingCentral. | Complete Step 1. Patient Prism can only analyze recorded calls. |
| No calls appear, even though recording is on. | The integration is paused, or the connection is invalid. | On the integration page, open Edit and confirm the Enabled switch is on. If it is, click Reauthorize to reconnect. |
| Calls appear, but not from certain people. | Those users or departments aren't included in the recording settings. | Repeat Step 1 and add everyone who should be included in Automatic Call Recording. |
| A call is credited to the wrong person. | The extension isn't matched to a user. | In the Extensions section, click Sync, then click Edit on the extension and select the correct user. |
| A new employee's calls have no credit. | The extension was added in RingCentral after your last sync. | Click Sync in the Extensions section, then match the new extension. |
| Calls appear, but without recordings. | Patient Prism couldn't retrieve the recording for that call. | This is usually temporary. If it happens on many calls, contact your Patient Prism representative, and ask RingCentral support to confirm that call recording is fully enabled on your account, including separate audio channels. |
| You're asked to sign in again during the connection. | This is expected. | RingCentral requires an administrator sign-in to approve the connection. Sign in with your admin account and approve it. |
Still stuck? Reach out to your Patient Prism representative. A quick screen share usually sorts it out.
FAQ
Will this change how our phones work?
No. Patient Prism only listens for completed calls. RingCentral notifies Patient Prism when a call ends, and Patient Prism then retrieves the recording. Ringing, routing, voicemail, and everything else work exactly as before.
Do we need to do anything when RingCentral recordings expire?
No. RingCentral keeps recordings for 90 days, and Patient Prism retrieves each one within minutes of the call ending, so the expiration doesn't affect you.
Can we connect more than one RingCentral account?
Yes. Click Add Account for each one. Extensions from all connected accounts appear together in the Extensions section.
What happens if we disconnect?
Patient Prism immediately stops receiving new calls and automatically removes its configuration from RingCentral. Your existing calls and data stay in Patient Prism.