Connect Ringostat: calls, leads and recordings in the CRM

Ringostat stays your telephony provider; X10 CRM becomes the rep's workspace. Once connected, every call a rep makes or receives lands in the CRM: an inbound call from a new number becomes a lead, a call from a known customer goes into their existing lead, a missed call reaches the rep as a notification, and the recording shows up next to it. This page covers which mode to pick, what goes where, and how to check that it all works.

#How it works

Every minute the CRM pulls the Ringostat call log — the same log other tools connected to your project read from. So the CRM numbers match your Ringostat account no matter where the rep called from: the browser, the Ringostat app or a mobile phone.

1. The CRM takes new calls from the log and works out whose call it is: by the SIP account that took or placed it, or — for missed calls — by the number that was dialed.
2. Calls of staff linked to a CRM user are imported. Everyone else's are skipped, so the CRM never fills up with conversations of people who don't work in it.
3. An inbound call from a new number creates a lead assigned to the rep who owns that number. A call from a known customer goes into their existing lead.
4. If the call was missed, the rep gets a “Пропущений виклик” (missed call) notification linking to the lead.
5. The recording is attached to the call, usually within a few minutes.

#Two modes: where the rep talks

The call log, leads, missed calls and recordings work the same in both modes. The difference is what the rep talks through and what happens when they click a number in the CRM.

• Pick Ringostat Callback if the team is used to the Ringostat app or their mobiles and you don't want to change that now. The CRM still gets every call, creates leads and shows recordings.
• Pick the xCRM phone if reps live in the CRM all day: the call, the customer card, the script and the status in one window, and the call survives moving between leads.

#Step 1. API key and connection

In your Ringostat account open Integrations → Ringostat API and copy two values: the project ID and the Auth-key.

In the CRM go to Settings → Telephony → Ringostat and click “Add connection”.

Click “Save settings”. The CRM checks the key right away and loads the staff list. “Test connection” does the same without changing anything — handy if you suspect the key was revoked.

#Step 2. Staff and their numbers

Further down the same page is the “Ringostat staff and SIP accounts” block. This is where you decide whose calls reach the CRM and who they belong to.

1. 01

   Refresh the list

   Click “Sync staff” — the CRM loads your Ringostat project's staff with their SIP accounts and extensions.

2. 02

   Link a CRM user

   In the “CRM user” column pick who this person is in the CRM. One CRM user per Ringostat employee.

3. 03

   Enter the numbers

   In the “Ringostat numbers” column enter the rep's own Ringostat number and any shared lines they own, comma-separated: 380731234567, 380737654321.

4. 04

   Save

   Click “Save mapping”. This rep's calls start arriving within a minute.

Why the numbers matter

An answered call is credited to whoever picked up — the Ringostat log says so. A missed call has no such person: nobody answered. So the CRM looks at which number was dialed and finds it in the “Ringostat numbers” column.

#Step 3. Ringostat Callback mode

There's nothing extra to set up — the selected mode, linked staff and CRM projects on the connection are enough. How a rep makes a call:

1. Clicks the call button in a lead, or types a number into the CRM call panel — it will show the hint “Ringostat Callback — enter a number”.
2. Ringostat calls the rep's device — whatever their main direction in Ringostat is: a SIP phone, the app or a mobile.
3. The rep answers — Ringostat dials the customer.
4. The lead immediately shows “Outbound call started via Ringostat”, and after the call — its duration and recording.

• The rep needs the calls.ringostat_callback permission.
• Calling from a lead only works for leads in the projects selected under “CRM projects”.
• If Ringostat says the rep was not found, check that they have a main direction in Ringostat and are linked in the staff table.

#Step 4. The xCRM phone mode

Here the CRM server connects to Ringostat as the rep's SIP phone. Ringostat sees an ordinary SIP account, and the rep talks in the browser. This is set up once per SIP account.

1. 01

   Get the SIP details from Ringostat

   In your Ringostat account open the rep's SIP account and note the login, password and server — usually sip.ringostat.net.

2. 02

   Create a SIP trunk in the CRM

   Follow Step 3. The provider SIP trunk: host sip.ringostat.net, port 5060, the SIP account login and password, “Register with the provider” on. Give it a clear system name such as ringostat_ivan.

3. 03

   Add a number

   Following step 4, add a number bound to this trunk. Using the rep's own Ringostat number keeps the route easy to recognise.

4. 04

   Route inbound calls to the rep

   Following step 7, create a route: this number → the operator who owns the SIP account. Calls from Ringostat reach this route automatically — the CRM recognises them by the SIP login.

5. 05

   Attach the trunk to the connection

   In the Ringostat settings choose “Call mode” → “SIP trunk via the xCRM phone” and select the new trunk under “Ringostat SIP trunk”. Save.

6. 06

   Apply the configuration

   As in step 9 — until you do, telephony doesn't know about the new trunk.

A call made through the CRM phone is recorded both by the CRM and in the Ringostat log. You won't get a duplicate: the CRM recognises it as the same conversation and enriches its own record with the Ringostat data.

#Inbound leads and missed calls

The missed-call notification goes to the CRM notification centre and pops up on screen if a CRM tab is open. One call, one notification. Calls older than three hours don't trigger one: after a long outage the rep would otherwise get a batch of missed calls that were dealt with long ago.

The starting status is the system “New”. If you deleted it and created your own, the CRM uses the first status of the “Processing” group. More on the pipeline in lead statuses.

#Webhook: the lead at ring time

The webhook can only be set up in your Ringostat account — Ringostat has no API for the CRM to do it for you. Take the address from the CRM: on the Ringostat page, the Webhook URL block.

In your Ringostat account open Integrations → Webhooks and create two webhooks:

Add the parameters to both webhooks. Type the name exactly as in the table and pick the matching Ringostat variable as the value:

#Call recordings

• The recording usually appears on the call within a few minutes after it ends, next to the duration and result.
• The CRM keeps the original Ringostat recordings, untouched — with the customer and rep on separate channels. That's how transcription tells who said what.
• Ringostat rate-limits recording downloads. When there are many — say, after importing history — the CRM fetches them in batches, which can take a few hours. Nothing to do on your side.
• Who can listen is governed by the usual CRM permissions — see Call recordings.

#Calls from before you connected

The every-minute sync only takes fresh calls. History from previous weeks is loaded by the onboarding team — tell us the start date you need.

History is imported without creating leads: leads from past calls would appear with today's date and skew your pipeline stats. The calls go into the log with their real dates, and if the customer already has a lead, they're attached to it. When such a customer calls again, their new lead picks up the whole earlier history too.

#Troubleshooting

The “Connection status” block on the CRM's Ringostat page shows the time of the last successful sync and the text of the last error — start there.

#Permissions

Everything else — viewing leads, listening to recordings — follows the usual role permissions, see Roles and permissions.

#Launch checklist

• Project ID and Auth-key entered, “Test connection” passes
• Call mode and CRM projects selected
• Every rep linked to their CRM user
• Every rep has their own number entered; shared lines assigned to their owners
• For the xCRM phone: trunk, number and route per SIP account, configuration applied
• Two webhooks created in Ringostat — call start and call end
• A test call from an unknown number created a lead; a missed one arrived as a notification