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Each of your clients has its own RingCX account, so you connect RingCX once per client. RingCX signs in through RingCentral: Neo signs in to RingCentral with an app and a JWT, exchanges that sign-in for a RingCX one, and acts as the JWT’s user in RingCX. Neo calls only the account of the ticket’s client. Your own contact center is a connection on your own company.
If you already connected RingCentral for this client, and its JWT’s user is also a RingCX admin, the same client ID, client secret and JWT work for RingCX. Go to step 3.

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1. Choose the user Neo acts as

Neo can do what this user’s RingCX rights allow. Use a RingCentral user who is a RingCX admin, with its RingCX login linked to RingCentral, and with reporting rights (in RingCX Admin, Users > Administrators). A dedicated service user keeps the connection working when a person leaves. The user must reach only this client’s RingCX account. Neo binds each connection to one RingCX account and refuses a user who reaches several, such as a partner admin, so one client’s agent never reads another client’s contact center.

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2. Create the app and the JWT

1

Create a REST API app

In the RingCentral Developer Console, open Apps, click Register App, and choose REST API App. Under Auth, select JWT auth flow. Make the app private, for your own account only.
2

Add Read Accounts

Add the Read Accounts app permission. RingCX needs no other RingCentral permission: what Neo may do in RingCX comes from the user’s RingCX rights. Add CX Routing too if your agents read queue availability.
3

Copy the client ID and secret

Open the app’s Credentials and copy the Client ID and Client Secret of the production environment.
4

Create a JWT

Signed in as the user from step 1, click the user’s name at the top right, choose Credentials, and click Create JWT. Allow it for this app only. Copy the JWT: it shows once.

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3. Add the credentials in Neo

1

Open Integrations

In the Neo Dashboard, open Integrations and find the RingCX card, under Phone & VoIP.
2

Pick the client

In Customer, choose the client this RingCX account belongs to. The client must be on your Companies tab. For a second client, click Add customer.
3

Save the credentials

Enter the client ID, the client secret and the JWT, and click Save settings. Neo signs in to RingCentral, signs in to RingCX and lists its accounts before it saves, so a wrong secret, a user who is not a RingCX admin, or a user who reaches more than one RingCX account is refused straight away, with the reason.
If the JWT is revoked or expires, or the user loses its RingCX rights, Neo loses access to that client’s RingCX account until you save a new JWT for the client here.

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4. Turn RingCX on per agent

Open the agent, go to its Tools & Settings tab, click Phone & VoIP, and expand the RingCX block. Pick one of its Presets, or set each area yourself.

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Limits

RingCX allows each account about 120 calls a minute, and only 3 queue or agent statistics reports a minute (9 per 15 minutes), each over at most 3 hours that ended at least 5 minutes ago. Neo keeps to 100 calls a minute for each client’s account and waits when RingCX asks it to.