> ## Documentation Index
> Fetch the complete documentation index at: https://docs.brilo.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Connect Brilo to RingCentral

> How a Brilo agent answers calls on your RingCentral number, what your agent can do inside RingCentral, and which number setups are supported.

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.

## 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.

```mermaid theme={null}
flowchart LR
  C(["Your caller"])

  subgraph RC["Your RingCentral account"]
    direction TB
    RCN["Your RingCentral<br/>number"]
    CHR["A call handling rule:<br/>all calls, after hours,<br/>queue overflow,<br/>or one IVR option"]
    TEAM["Your team, on<br/>direct dial numbers"]
    RCDATA["Texts, contacts<br/>and meetings"]
    RCN --> CHR
  end

  subgraph BR["Brilo"]
    direction TB
    BN["Your Brilo<br/>number"]
    AG["Your agent<br/>answers and decides"]
    ACT["Actions, before during<br/>and after the call"]
    BN --> AG
    AG <--> ACT
  end

  C --> RCN
  CHR -->|forwards the call| BN
  ACT -->|writes back| RCDATA
  AG -->|transfer to a direct<br/>dial number| TEAM
```

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.

## 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.

|                           | Forward your number                                   | Move the number to Brilo                 | Import it into Brilo |
| ------------------------- | ----------------------------------------------------- | ---------------------------------------- | -------------------- |
| Status                    | Supported                                             | Brilo support runs it                    | Not available        |
| How long it takes         | About ten minutes                                     | Weeks, and it is a phone company process |                      |
| Who does it               | Your RingCentral admin                                | Brilo support, with you                  |                      |
| You still pay RingCentral | Yes                                                   | No, once the move completes              |                      |
| Reversible                | Yes, in a minute                                      | Like any number move between providers   |                      |
| Best when                 | You are evaluating, or your team stays on RingCentral | You are committed and consolidating      |                      |

<Warning>
  **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](mailto:support@brilo.ai)
  about moving it.
</Warning>

## 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](/phone-numbers/buy-a-phone-number)
  and [Assign a number to an agent](/phone-numbers/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.

## Steps

<Steps>
  <Step title="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.
  </Step>

  <Step title="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.
  </Step>

  <Step title="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.
  </Step>

  <Step title="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`.
  </Step>

  <Step title="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.
  </Step>
</Steps>

## 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.

## 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](/actions/what-are-actions) for the concept, and
[Connect your tools](/actions/connect-your-tools) for the setup steps.

### 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.

### 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.

### 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.

| RingCentral action    | Before we answer | During the call | After the call |
| --------------------- | ---------------- | --------------- | -------------- |
| Send a text message   |                  | Yes             | Yes            |
| Read a message thread | Yes              | Yes             |                |
| Create a contact      |                  | Yes             | Yes            |
| Book a meeting        |                  | Yes             | Yes            |

## 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.

## 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](/actions/pass-the-call-to-a-person).

## 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.

<Note>
  If you need one of these, or any other RingCentral action, email
  [support@brilo.ai](mailto: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.
</Note>

## 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](/calls/my-agent-isnt-answering).

## FAQ

<AccordionGroup>
  <Accordion title="Does Brilo work with RingCentral?">
    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.
  </Accordion>

  <Accordion title="Should I forward my RingCentral number or move it to Brilo?">
    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.
  </Accordion>

  <Accordion title="Why can't I import my RingCentral number into Brilo?">
    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.
  </Accordion>

  <Accordion title="Can my agent hand a caller back to my RingCentral team?">
    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.
  </Accordion>

  <Accordion title="Do I keep paying RingCentral if I forward my calls?">
    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.
  </Accordion>

  <Accordion title="Can my agent answer only my after hours calls?">
    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.
  </Accordion>

  <Accordion title="Why can't I add a second action before we answer?">
    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.
  </Accordion>

  <Accordion title="Do I need a developer to connect RingCentral?">
    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](mailto:support@brilo.ai) and our team looks at adding it rather than handing you an API.
  </Accordion>
</AccordionGroup>

## Related

* [Use your existing number](/phone-numbers/use-your-existing-number) for the forward or move
  decision in general
* [Pass the call to a person](/actions/pass-the-call-to-a-person) before you set up transfers
  to your team
* [What are actions](/actions/what-are-actions) for how a connected app gets used on a call
* [Supported integrations](/supported/integrations) for everything else Brilo connects to
* [My agent is not answering](/calls/my-agent-isnt-answering) when a forwarded call does not
  reach it