Learn how to connect your RingCentral account to Shape Software using either the RingCentral desktop application or RingOut API to enable outbound click-to-dial functionality throughout the CRM.
RingCentral Click-to-Dial Integration
If your organization uses RingCentral for calling, Shape allows you to initiate outbound calls directly from the CRM using your existing RingCentral phone system.
The RingCentral integration is designed for organizations that want to continue using RingCentral while taking advantage of Shape’s click-to-dial experience.
Shape supports two different RingCentral connection methods:
- Desktop App (Click-to-Dial) – Uses the RingCentral desktop application to place calls.
- RingOut API – Uses RingCentral’s API for a more integrated calling experience.
Both methods allow users to place outbound calls without using Shape’s native phone system.
What Does the RingCentral Integration Do?
After connecting RingCentral, users can:
- Click phone numbers throughout Shape to dial using RingCentral.
- Launch outbound calls directly from supported list pages and records.
- Continue using their existing RingCentral phone system.
- Avoid consuming Shape phone usage credits when placing calls through RingCentral.
Where Can I Use Click-to-Dial?
Once connected, RingCentral can be used anywhere Shape supports compatible click-to-call actions,
Including:
- Contact record pages
- Contact management list pages
- Task List views
- Other supported click-to-call locations throughout the CRM
When multiple calling methods are available, you’ll see the RingCentral icon alongside Shape’s native calling option.
Choose Your Connection Method
Shape supports two different ways to connect RingCentral.
Option 1: RingCentral Desktop App (Recommended for Most Users)
This is the simplest setup and does not require API credentials.
When you click the RingCentral icon in Shape, the call is launched using the installed RingCentral desktop application.
Requirements
- RingCentral Desktop App installed
- RingCentral Desktop App signed in
- TEL and CALLTO links configured to open RingCentral
Step 1: Configure RingCentral
Step 2: Configure Your Computer
Configure your operating system so TEL and CALLTO links open RingCentral.
Windows
Set the TEL and CALLTO protocols to RingCentral under your Default Apps settings.
macOS
Configure RingCentral as the default application for TEL and CALLTO links.
Step 3: Enable RingCentral in Shape
Making Calls
Simply select the RingCentral icon next to a phone number.
The RingCentral desktop application will open with the number ready to dial.
Option 2: RingOut API Integration
The RingOut integration communicates directly with RingCentral’s API.
This option requires an application to be created in the RingCentral Developer Console along with individual user authentication.
Requirements
- RingCentral Administrator access
- RingCentral Developer account
- Client ID
- Client Secret
- JWT Token for each user
Step 1: Create a RingCentral Application
Log in to the RingCentral Developer Console.
Create a new:
REST API Application
Configure:
- JWT Authentication
- Private Application
- ReadAccounts permission
Save your:
- Client ID
- Client Secret
Step 2: Connect RingCentral in Shape
- Client ID
- Client Secret
Step 3: Configure Each User
Each user should:
- JWT Token
- RingCentral phone number
Once configured, outbound calls can be initiated directly through RingOut.
Reporting & Tracking
RingCentral is considered a lightweight click-to-dial integration.
Shape records basic outbound calling activity,
Including:
- Total outbound calls initiated
- Last outbound call date
This information can be used by prioritization rules, workflows, and other automation that reference outbound call activity.
Features Not Included
Unlike Shape’s native phone system, the RingCentral integration does not provide:
- Inbound call routing
- IVR (Phone Trees)
- SMS or MMS messaging
- Call recordings
- Call outcomes and dispositions
- AI-powered call summaries
- AI Quality Assurance
- Call transcription
- Talk time reporting
- Agent performance dashboards
- Dynamic Caller ID / Local Presence
Organizations requiring these capabilities should consider using Shape’s built-in phone system.
Shape Phone vs. RingCentral
Feature
Shape Native Phone
RingCentral
Click-to-dial
Uses Shape phone credits
Outbound call tracking
Advanced
Basic
AI calling features
SMS & MMS
Call recordings
Advanced reporting
Frequently Asked Questions
Which connection method should I use?+
For most organizations, the RingCentral Desktop App method is the easiest to configure and maintain. Use the RingOut API method if your organization requires API-based calling or has specific integration requirements.
Does RingCentral use Shape communication credits?+
No. Calls placed through RingCentral use your RingCentral phone system and do not consume Shape phone usage credits.
What information does Shape track?+
Shape records the total number of outbound calls initiated and the date of the most recent outbound call.
Can I still use Shape’s native phone system?+
Yes. If your organization also uses Shape’s built-in phone system, both calling methods can coexist where applicable.
Why don’t I see the RingCentral calling option?+
Verify that: RingCentral has been enabled under Settings → API Integrations. Your connection method has been configured correctly. If using RingOut, your Client ID, Client Secret, JWT Token, and phone number have been entered correctly. If using the Desktop App method, RingCentral is installed and configured as the default application for TEL and CALLTO links.
Can I send text messages through RingCentral?+
No. The RingCentral integration provides outbound click-to-dial functionality only. SMS and MMS messaging are available through Shape’s native phone system.