Dialer + CRM stack

RingCentral + HubSpot: call volume beside pipeline

Show outbound RingCentral calls and connected calls per extension on the same rep scorecard as HubSpot meetings and pipeline. Honest about the limit: the call log has no prospect email.

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The question this page answers

Can I see RingCentral call volume per rep next to the meetings and pipeline HubSpot shows for them?

Why RingCentral and HubSpot do not line up on their own

RingCentral knows the extension that placed each call, the dialled number, the caller ID name and the result. Its call log has no email address for the person called, and no record of a meeting or a deal.

HubSpot knows the deal, its amount, stage and create date, the contacts and company associated with it, its owner, and the meetings and calls logged against those contacts. It does not show, on its own, how many dials and conversations each rep made to get there.

Depending on how your native sync is set up, RingCentral calls may also be logged on HubSpot contact records. Whether those logs carry an outcome you trust, and whether they add up to dials, conversations, meetings and pipeline per rep, depends on that setup.

RingCentral's company call log is built around extensions and phone numbers. HubSpot is built around contacts with email addresses. For the person on the other end of the call, there is no field the two share.

How OutboundManager joins RingCentral and HubSpot

Each RingCentral user extension is a dialer seat, and each seat is mapped to a rep. HubSpot owners are mapped to reps the same way, so one rep row holds their RingCentral seat and their HubSpot owner.
Outbound RingCentral calls sync with their outcome. A call counts as connected when the result was a pickup and the call lasted at least 10 seconds. Inbound calls are skipped.
RingCentral calls carry no email address or LinkedIn URL, so they are counted for the rep but not attached to a contact.
HubSpot meetings count for the rep mapped to the meeting's owner. Deals sync with amount, stage, create date and their associated contacts and companies.
Each deal is credited to the most recent email sent, LinkedIn invite, LinkedIn message or call to any of the deal's contacts, before the deal was created and no more than 120 days before it. A RingCentral call cannot be that touch on its own; an email, a LinkedIn touch or a call logged in HubSpot against the contact can.
With write-back on, the source campaign, channel, rep and touch date are written to four OutboundManager properties on the HubSpot deal.

A worked example

A rep makes calls from their RingCentral extension all week and books two meetings, which are logged in HubSpot under their owner record. The scorecard shows the week's calls and connected calls from RingCentral and the two meetings from HubSpot on the same row. The deals that follow are credited through email, LinkedIn or HubSpot-logged call touches. The RingCentral calls stay as volume, because nothing in the call log identifies the prospect.

What you can see once both are connected

Outbound RingCentral calls and connected calls per extension, on the same row as the rep's HubSpot meetings and pipeline
Activity and outcome side by side per rep, even though a RingCentral call cannot be tied to a single deal
Calls and connected calls per rep beside meetings and pipeline, each against a weekly target
Pipeline per rep from HubSpot, credited through emails, LinkedIn touches and HubSpot-logged calls
A weekly report that includes calls, connected calls, meetings and new pipeline

Rep scorecard: four reps with sends, LinkedIn touches, replies, meetings, pipeline and won revenue, each shown against a weekly target

The rep scorecard: one row per rep across every connected tool. With a dialer connected, each rep also gets calls and connected calls. Demo data.

Set it up

Connect RingCentral

In the RingCentral Developer Console, create a private REST API app with JWT auth and the ReadAccounts and ReadCallLog permissions. Note its Client ID and Client secret.
Create a JWT credential for a user who can read the company call log (a Super Admin, or a role with company call log access).
In OutboundManager, an admin opens Settings → Connections and clicks Add connection.
Pick RingCentral. Enter the app's Client ID. Leave Server URL blank for production.
Paste the Client secret and the JWT in the key box, separated by a space. It is checked against the tool automatically; click Save once it shows Key works. The key is stored encrypted.
Open Settings → Reps & senders and give each dialer seat a rep, so calls land on the right row of the scorecard.

RingCentral integration: what syncs and its limits RingCentral documentation (opens in a new tab)

Connect HubSpot

In HubSpot, a super admin creates a private app (Settings → Integrations → Private Apps; newer accounts list private apps under Development → Legacy apps).
Give it these scopes: crm.objects.deals.read, crm.objects.contacts.read, crm.objects.companies.read, crm.objects.owners.read and crm.schemas.deals.read. For write-back, also crm.objects.deals.write and crm.schemas.deals.write.
Copy the private app's access token.
In OutboundManager, an admin opens Settings → Connections and clicks Add connection.
Pick HubSpot. Paste the access token. It is checked against the tool automatically; click Save once it shows Key works. The key is stored encrypted.
Map HubSpot owners to reps in Settings → Reps & senders. To write attribution back to deals, turn on write-back on the HubSpot connection; it is off until you do.

HubSpot integration: what syncs and its limits HubSpot documentation (opens in a new tab)

After both are connected

Map senders to reps. In Settings → Reps & senders, give every mailbox, LinkedIn account, dialer seat and HubSpot owner a rep. Re-mapping later moves the history with the sender.
Set weekly targets per rep on the same page, so the scorecard shows each number against a target and the overview flags reps under 60% of it.
Optional: turn on write-back on the HubSpot connection. It is off by default and needs the two deal write scopes; it then fills four OutboundManager properties on each attributed deal.

Good to know

RingCentral + HubSpotOutbound calls logged in HubSpot are counted as calls too. If RingCentral also logs each call to HubSpot, the HubSpot copy is matched to the RingCentral call (same person, within two minutes) and counted once.
RingCentral + HubSpotCalls are counted in their own columns. They are not added to the sends that reply rates are divided by.
RingCentralThe call log has no prospect email, so RingCentral calls count on the scorecard but cannot credit a deal on their own.
RingCentralConnected means a pickup result and at least 10 seconds. RingCentral reports a voicemail pickup as connected, so the floor filters most of them.
RingCentralRingCentral rate limits the call log heavily (about one request every 6 seconds), so a busy account takes several runs to backfill.
RingCentralInbound calls are not read.
HubSpotDeal stage history is not synced, only the current stage.
HubSpotInbound calls are skipped, and cancelled meetings are removed.
HubSpotHubSpot search returns at most 10,000 results per query; long deal backfills are read in slices, which takes a little longer.
HubSpotWrite-back only touches deals with an outbound attribution, in a property group named OutboundManager.

RingCentral + HubSpot questions

Can a RingCentral call be the touch that gets credit for a deal?

Not on its own. The RingCentral call log has no prospect email, so a call cannot be matched to a HubSpot contact. Calls that are logged in HubSpot against the contact are read from HubSpot and can take the credit.

How are RingCentral extensions matched to HubSpot owners?

Through the rep. Each user extension becomes a dialer seat and each HubSpot owner becomes a CRM owner; you map both to the same rep in Settings → Reps & senders.

Do I have to switch off my existing RingCentral to HubSpot sync?

No. OutboundManager reads from RingCentral and from HubSpot separately, each with its own API key, and does the join itself. It does not depend on, replace or interfere with any sync you already run between them.

Can OutboundManager change anything in RingCentral or HubSpot?

It only reads from RingCentral. In HubSpot it writes nothing unless you turn write-back on; then it fills four deal properties in a group named OutboundManager.

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See RingCentral and HubSpot in one set of numbers.