Call through RingCentral without leaving Shape
If your organization uses RingCentral, you can start outbound calls right from Shape using your existing RingCentral phone system, without Shape’s native phone. Shape supports two ways to connect:
| Desktop App (recommended) | RingOut API | |
|---|---|---|
| How calls are placed | Opens the RingCentral desktop app with the number ready to dial | Through RingCentral’s API |
| Credentials needed | None | Client ID and Client Secret, plus a JWT token for each user |
| Setup effort | Simplest | Needs RingCentral admin and developer access |
Good to know: RingCentral is a basic click-to-dial integration. Calls happen in RingCentral, outside Shape, so Time Zone Protect, recordings, AI, texting, inbound routing, and detailed reporting don’t apply.
What the integration does
- Click phone numbers in Shape to dial with RingCentral
- Launch outbound calls from record pages, list pages, and Task List views
- Keep using your existing RingCentral phone system
- Place calls without using Shape phone credits
When more than one calling method is available, you’ll see the RingCentral icon next to Shape’s native calling option.
Which method should I use?
| If… | Use |
|---|---|
| You want the quickest setup with no developer work | Desktop App |
| Users work at a computer with the RingCentral app installed | Desktop App |
| You don’t have RingCentral developer or admin access | Desktop App |
| Users take calls on a desk phone or cell phone instead of the app | RingOut |
| Your organization needs API-based calling or has specific integration requirements | RingOut |
Option 1: RingCentral Desktop App
The simplest setup, with no API credentials. Selecting the RingCentral icon in Shape opens the RingCentral desktop app with the number ready to dial.
Each user needs: the RingCentral desktop app installed and signed in, and their computer set to open TEL and CALLTO links with RingCentral.
Set up the RingCentral app
- Open the RingCentral desktop app.
- Go to Settings › Phone.
- Turn on Use RingCentral for Click-to-Dial.
- Choose RingCentral as your default calling app.
Set up your computer
Make RingCentral the default app for TEL and CALLTO links:
- Windows: set the TEL and CALLTO protocols to RingCentral under Default Apps.
- macOS: set RingCentral as the default app for TEL and CALLTO links.
Turn it on in Shape
- Go to Settings › API Integrations.
- Find RingCentral and select Connect.
- Choose Launch App. No Client ID, Client Secret, or JWT Token is needed.
- Save.
To call, select the RingCentral icon next to a phone number. The RingCentral app opens with the number ready to dial.
Option 2: RingOut API
RingOut connects directly to RingCentral’s API. It needs an app in the RingCentral Developer Console plus setup for each user.
You’ll need: RingCentral administrator access, a RingCentral developer account, a Client ID and Client Secret, and a JWT token for each user.
Create a RingCentral app
- Sign in to the RingCentral Developer Console.
- Create a new REST API Application.
- Configure JWT Authentication, Private Application, and the ReadAccounts permission.
- Save your Client ID and Client Secret.
Connect RingCentral in Shape
- Go to Settings › API Integrations.
- Find RingCentral.
- Enter your Client ID and Client Secret.
- Save.
Set up each user
Each user does this once:
- Open Profile Settings.
- Select the Phone tab.
- Enter their JWT Token and RingCentral phone number.
- Save.
How a RingOut call connects
RingOut doesn’t open an app. When you select the RingCentral icon:
- RingCentral calls your phone first, the RingCentral phone number in your Shape profile.
- Answer it. Depending on your RingCentral settings, you may hear a prompt asking you to press 1.
- RingCentral then dials the customer and connects you. The customer sees your RingCentral business number as the caller ID.
Keep the phone you entered in your profile nearby, since that’s where the call rings.
Time Zone Protect doesn’t apply to RingCentral calls
Shape’s Time Zone Protect checks each lead’s local calling hours and warns users before they call outside them. It only works on calls placed through Shape.
RingCentral calls, through either the Desktop App or RingOut, happen outside Shape. Shape has no control over RingCentral, so it can’t block or warn on these calls, even if the lead is outside their calling hours and even if your account has Time Zone Protect turned on.
Before you dial with RingCentral:
- Check the lead’s local time yourself. Shape determines it from the lead’s address first (ZIP code, then state), so the phone number’s area code may not match where they live.
- Check whether RingCentral offers its own calling-hour controls, and set them up if your organization needs them.
- Make sure your team knows Shape’s warnings won’t appear when dialing through RingCentral.
If you want calling hours enforced automatically, use Shape’s native phone system.
Reporting and tracking
Shape records basic outbound activity for RingCentral calls: total outbound calls initiated and last outbound call date. Prioritization rules, workflows, and other automation that look at outbound call activity can use this.
RingCentral doesn’t provide inbound call routing, IVR (phone trees), SMS or MMS, call recordings, call outcomes and dispositions, AI call summaries, AI Quality Assurance, transcription, talk time reporting, agent performance dashboards, or dynamic caller ID and local presence. Organizations that need these should use Shape’s built-in phone system.
Shape phone vs. RingCentral
| Feature | Shape native phone | RingCentral |
|---|---|---|
| Click-to-dial | Yes | Yes |
| Uses Shape phone credits | Yes | No |
| Outbound call tracking | Advanced | Basic |
| Time Zone Protect calling hours | Yes, when turned on | No |
| AI calling features | Yes | No |
| SMS and MMS | Yes | No |
| Call recordings | Yes | No |
| Advanced reporting | Yes | No |
Troubleshooting
Desktop App: I clicked the icon and nothing happened
- Is the RingCentral app installed and signed in? It has to be running on your computer.
- Is click-to-dial on in the app? In RingCentral, go to Settings › Phone and confirm Use RingCentral for Click-to-Dial is on.
- Does your computer open phone links with RingCentral? This is the most common cause. Set RingCentral as the default app for TEL and CALLTO links in Windows Default Apps or macOS settings.
- Is RingCentral connected in Shape? Check Settings › API Integrations › RingCentral is set to Launch App.
RingOut: the call didn’t go through
- Is your phone ringing? RingOut calls your phone first. Answer it, and press 1 if prompted.
- Is your JWT Token correct? Re-enter it in Profile Settings › Phone.
- Is your RingCentral phone number correct? It’s the number RingOut calls first.
- Are the Client ID and Client Secret correct? An admin can check them in Settings › API Integrations › RingCentral.
Still stuck? Contact Shape Support with your connection method, the user, and the time you tried to call.
Frequently asked questions
Which connection method should I use?+
For most organizations, the Desktop App is the easiest to set up and maintain. Use RingOut if users take calls on a desk phone or cell phone, or you need API-based calling. See the comparison table near the top.
Does RingCentral use Shape phone credits?+
No. Calls go through your RingCentral phone system.
Does Time Zone Protect apply to RingCentral calls?+
No. RingCentral calls happen outside Shape, so Shape can’t block or warn on them, even outside the lead’s calling hours. Check the lead’s local time before dialing, or use Shape’s native phone if you want calling hours enforced.
What does Shape track?+
The total number of outbound calls initiated and the date of the most recent one.
Can I still use Shape’s native phone system?+
Yes. Both calling methods can be used side by side.
I clicked the RingCentral icon and nothing happened. Why?+
With the Desktop App method, make sure the RingCentral app is installed and signed in, and your computer opens TEL and CALLTO links with RingCentral.
With RingOut, why does my own phone ring first?+
That’s how RingOut works. RingCentral calls you first, then connects you to the customer, who sees your RingCentral business number.
Why don’t I see the RingCentral calling option?+
Check that RingCentral is turned on in Settings › API Integrations and your connection method is set up correctly. For RingOut, confirm the Client ID, Client Secret, your JWT Token, and phone number are entered correctly. For the Desktop App, confirm RingCentral is installed and set as the default app for TEL and CALLTO links.
Can I send texts through RingCentral?+
No. The integration is click-to-dial only. Texting is available through Shape’s native phone system.
Need help?+
Email help@setshape.com, call Support at (888) 718-6344, or visit setshape.com/support.
Related guides: Time Zone Protect · 8x8 Click-to-Dial · Lightspeed Voice Click-to-Dial