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Your RingCentral number keeps ringing where your customers expect, and a Brilo agent answers it. You point one call handling rule at a Brilo number, and your agent picks up. Your team stays on RingCentral, and the agent can hand callers back to them.

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How Brilo and RingCentral fit together

Calls enter at your RingCentral number and leave at your team. Brilo sits in the middle, and nothing about your RingCentral account changes except one call handling rule. Your customers keep dialling the number they know. RingCentral passes the call to a Brilo number, your agent answers, and your agent can reach back into RingCentral to send a text, create a contact or book a meeting. When a caller wants a person, your agent transfers them to a direct dial number on your team.

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Choosing how your number reaches Brilo

There are two ways to get your RingCentral calls to a Brilo agent, and a third that people ask for and Brilo cannot do. Start by forwarding.
Importing a RingCentral number is not possible. Importing needs a SIP trunk and credentials from the provider that holds the number. Twilio, Telnyx and Plivo all supply those. RingCentral does not offer them to a third party, so there is nothing for Brilo to connect to. Forward the number instead, or ask support@brilo.ai about moving it.

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Before you start

  • Admin access to your RingCentral account, enough to change a call handling rule.
  • A Brilo number with an agent attached. See Buy a phone number and Assign a number to an agent.
  • A decision about which calls the agent should take: all of them, after hours only, or overflow from a queue.
  • A direct dial number for anyone the agent should be able to transfer to.
  • Ten minutes, and your own phone to test with.

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Steps

1

Test your Brilo number first

Call your Brilo number from your own phone and check your agent answers and sounds right. Fixing the agent is much easier before any RingCentral traffic is pointed at it.
2

Open the call handling rule you want to change

In RingCentral, go to the number, extension or call queue that should reach Brilo, then open its call handling settings.
3

Choose which rule forwards

Use your work hours rule to send every call, your after hours rule to cover evenings and weekends only, or a call queue rule to send only the calls nobody answers.
4

Add your Brilo number as the forwarding target

Choose the external number option and enter your Brilo number in full international format, for example +14155550123.
5

Save, then call your own business number

Dial the RingCentral number your customers use, from a phone that is not part of your RingCentral account.

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You will know it worked when

  • You dial your RingCentral number and your Brilo agent answers, not your team or your voicemail.
  • The call appears in your call history in Brilo within a few seconds of hanging up.
  • If you forwarded only your after hours rule, the same call reaches your team during business hours.

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What your agent can do in RingCentral

Connect RingCentral from the app store in your dashboard and your agent can act inside RingCentral as well as answer its calls. Each action you add has a When this action runs setting, and that setting is where most of the value is. See What are actions for the concept, and Connect your tools for the setup steps.

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Before we answer

Brilo runs one lookup in the moment your agent picks up, so your agent already knows the caller by their first reply and the greeting is not delayed. With RingCentral, the useful one is reading the caller’s recent message thread. One action per agent can do this, so choose the lookup that matters most.

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During the call

Your agent decides mid conversation when to act. It can text the caller from your RingCentral number, create a contact, book a meeting, or read a message thread it did not already have.

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After the call

Actions run once the call has ended, which suits anything the caller does not need to wait for: the follow up text, the new contact, the meeting invitation. This table lists the RingCentral actions available in the app store and the timings each one makes sense in.

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Two actions that do less than their names suggest

Two more RingCentral actions appear in the app store, and both are narrower than they sound. Read this before you build a setup around either one. Make CallOut rings a RingCentral user’s own device first and then dials out from it. It is a way to get one of your people onto a call, not a way for your agent to place a call. If you want your agent to call someone, use a Brilo outbound call instead. Download Recording fetches a RingCentral recording into temporary storage that your team cannot reach, so it is only useful as one step inside a larger automation. It is not a way to get RingCentral recordings into Brilo or into your own storage.

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Handing a caller back to your team

Your agent transfers callers to a phone number, so whoever should receive the call needs a direct dial number in RingCentral. An extension on its own is not enough. Transferring to your main RingCentral number technically works, but it drops the caller back at the top of your menu, which is a worse experience than not transferring at all. Give each team or person that should receive transfers a direct dial number first. See Pass the call to a person.

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What is not supported

  • Importing a RingCentral number into Brilo. RingCentral does not offer the SIP trunk this needs.
  • Controlling a live RingCentral call. Your agent cannot park, hold, monitor or barge a call in RingCentral.
  • Reading or changing call queues. Queue membership, wait times and agent availability are not visible to your agent.
  • Setting a user’s presence. Your agent cannot mark someone available or busy in RingCentral.
  • Reading your RingCentral call log or analytics. Brilo reports on the calls your agent handled, not on the rest of your RingCentral traffic.
  • RingCX and RingCentral Contact Center. No actions today.
If you need one of these, or any other RingCentral action, email support@brilo.ai with what you are trying to do. Our team adds actions on request, and what customers ask for is how the list grows.

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If it did not work

Your RingCentral number still rings your team. The forwarding rule did not save, or you edited a different rule than the one that is currently active. Check which rule is in force right now, business hours or after hours, and confirm the Brilo number is its target. Callers hear your RingCentral voicemail instead of your agent. The rule is set to go to voicemail before it reaches the forwarding target. Move forwarding ahead of voicemail in that rule. Your agent answers but transfers fail. The transfer target is an extension rather than a direct dial number, or the number is missing its country code. Transfer targets need the full international format. Anything else: My agent is not answering.

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FAQ

Yes. Forward your RingCentral number to a Brilo number and your agent answers the calls, while your team stays on RingCentral. Your agent can also send texts, create contacts and book meetings in RingCentral once you connect it from the app store.
Forward it first. Forwarding takes minutes, changes nothing else in RingCentral, and you can undo it in a minute, so it is the right way to evaluate. Move the number to Brilo later, once you are committed and no longer need RingCentral for your team.
RingCentral does not offer it. Importing a number needs a SIP trunk and credentials from your provider, which Twilio, Telnyx and Plivo all supply and RingCentral does not. Forward the number instead, or ask support about moving it to Brilo permanently.
Yes, to a direct dial number. Your agent transfers to a real phone number, so the person, queue or department receiving the call needs its own direct dial number in RingCentral. Transferring to your main number sends the caller back through your menu.
Yes. Forwarding leaves the number with RingCentral, so your RingCentral bill continues and you also pay Brilo for the minutes your agent handles. Moving the number to Brilo is what ends the RingCentral cost, and that is a separate, slower change.
Yes. RingCentral call handling rules let you forward to Brilo on your after hours rule only, so your team takes daytime calls and your agent covers evenings and weekends. You can also forward only the calls that overflow a queue.
One action per agent is the limit. Brilo runs a single lookup in the moment your agent answers, so the greeting is not delayed, and a second one would add wait the caller hears. Pick the lookup that matters most, and run the rest during the call.
No. Forwarding is a setting in RingCentral, and connecting the app store integration is a sign in. If you need a RingCentral action that Brilo does not offer yet, email support@brilo.ai and our team looks at adding it rather than handing you an API.