Halo
RingCentral

Halo + RingCentral Integration

Full caller context.
The moment the phone rings.

Halo's native RingCentral integration surfaces the caller's name, open tickets, account details, and scope of service the instant an inbound call arrives — before you even answer. Every call is logged. Nothing gets missed. Included in every Halo licence at no extra cost.

Talk to us about the integration See implementation plans
✓ Inbound call screen pop ✓ Live ticket access ✓ One-click call logging ✓ Call transfer from Halo ✓ Native — included in every licence

Who it's for

Built for IT teams and MSPs alike.

Whether you run HaloITSM for an internal IT function or HaloPSA for a managed service desk, the RingCentral integration delivers the same result: every call handled with complete context, from the first ring.

HaloITSM

IT service desk with RingCentral

Your IT helpdesk runs on HaloITSM. Your phone system runs on RingCentral. When a user calls about a ticket, your agent sees their name, company, and all open incidents before they answer. Handle the call and log the outcome — all from one screen.

✓ Caller name and account matched from Halo's contact database
✓ Open incidents, changes, and requests visible during the call
✓ Raise a new incident or update an existing ticket without leaving the screen
✓ Transfer calls to colleagues with full context passed across

Best for

Internal IT teams using HaloITSM as their service desk platform.

HaloPSA

Managed service desk with RingCentral

Your MSP runs HaloPSA and handles calls from multiple clients every hour. When a client rings, the integration shows their contract, scope of service, preferred agent, and all open tickets — instantly. No looking up. No delay. Better first-call resolution every time.

✓ Client name, company, and contract details surface on inbound calls
✓ Scope of service and contract details visible before you answer
✓ See all open tickets at the same client — prevent duplicates instantly
✓ Log calls as time entries or notes on the correct ticket in one click

Best for

MSPs and managed service providers running HaloPSA across multiple clients.

What you get

Everything the integration delivers.

The full feature set — active from day one, included in your Halo licence, no extra configuration required beyond setup.

Incoming call pop
An unobtrusive but clearly visible notification appears the moment an inbound call arrives via RingCentral — wherever you are in Halo.
Caller identification
Matched against Halo's contact database. Shows the caller's name, company, and avatar — with clear distinction between internal and external calls.
Caller information panel
Full context from the caller's Halo record: email, packages, scope of service, and preferred agent — visible before you answer.
Live call notes
Add notes while the call is in progress. Visible to colleagues in real time — share context without putting the caller on hold.
Active ticket view
All open tickets for the caller are listed during the call. Find the ticket they're calling about instantly — no searching, no tab switching.
Business-wide call history
See all recent calls logged at the same organisation. Spot a pattern, prevent a duplicate ticket, or identify an escalation — in seconds.
Call outcome logging
At the end of a call, create a new ticket or update an existing one directly from the call screen. No separate step. No duplicate entry.
Call transfer
Transfer a live call to a colleague from within Halo — without switching to the RingCentral app or picking up a handset.
Assisted transfer
Bridge the caller with the target agent before completing the handoff — so the receiving agent has full context before they take the call.
Default greetings
Set standard opening scripts and call handling notes that appear to agents when a call comes in — consistent service across the whole team.
RingCentral parameters
Append RingCentral call parameters to the Halo popup URL — pass caller data directly into the call screen for deeper context on every call.
No extra cost
RingCentral telephony integration is a native, first-party Halo feature — included in every licence at no additional charge. No middleware. No add-on subscriptions.

Getting connected

How the integration is set up

The RingCentral integration is configured in two places — Halo generates a popup URL, and RingCentral is pointed to it. The whole process takes minutes.

1

Enable Call Management in Halo

In Halo, navigate to the Call Management module in your configuration area and enable it. It ships with every Halo licence — no separate installation required.

2

Copy the popup URL from Halo

Open the Call Management module and go to General Settings. You'll see a URL at the top — this is the address RingCentral will open when a call is answered. Copy it for the next step.

3

Enable external app launch in RingCentral

In your RingCentral account, go to Settings → Phone → General and enable the toggle labelled "Launch an external app or website for incoming calls".

4

Choose when the popup fires

Select whether you want the Halo call screen to open when RingCentral starts to ring, or when the call is answered. Most teams prefer on-ring so agents have context before they pick up.

5

Paste the Halo URL and go live

In the "Enter command" field in RingCentral, paste the URL you copied from Halo. You can also append RingCentral parameters here to pass additional call data. From this point, every inbound call opens the Halo call screen and matches the number to a contact automatically.

Allied ESM can configure this as part of your project

If your team uses RingCentral, Allied ESM can scope and configure the integration as part of your Halo engagement — handling the Halo-side setup, URL configuration, and call pop testing. If you're already live on Halo and want to add it, contact us to discuss what's involved.

Real-world uses

Three ways this integration delivers.

The most common reasons IT teams and MSPs connect RingCentral to Halo.

01

First-call resolution without the searching

A client rings your MSP. Before you answer, you already see their scope of service, the open tickets from this week, and their preferred engineer. You resolve the call in minutes. No hold time. No "let me just look that up."

Call rings → Context loads → Call resolved
02

Log the call without leaving the screen

An IT user calls about a network issue. The agent handles it, adds a note mid-call, and at the end raises an incident directly from the Halo call screen — pre-populated with the caller's details. The ticket is created before the call ends.

Call handled → Incident raised → Call ends
03

Smart transfers with full context

A call needs to go to a senior engineer. The first-line agent uses Halo's assisted transfer to bridge the caller before handing over — so the engineer already knows who they're speaking to and which ticket is open. No repeat explanations.

First line → Bridged → Transferred

Common questions

Frequently asked questions

Is the RingCentral integration included in the cost of Halo?
Yes. The RingCentral integration is a native, first-party Halo feature — included in every Halo licence at no additional cost. There is no middleware, no third-party connector, and no extra subscription required.
Does it work with HaloPSA and HaloITSM?
Yes. The RingCentral integration is available across HaloITSM and HaloPSA. The feature set is the same — caller pop, live ticket access, call logging, and transfer functionality — regardless of which Halo product you are running.
How does Halo know who's calling?
When RingCentral opens the Halo call screen, it passes the caller's phone number as part of the URL. Halo matches that number against your contact database and pulls the relevant record instantly. If no match is found, the call screen still opens — it just won't show contact details until you log the number against a user.
Can agents raise tickets during a live call without switching screens?
Yes. The Halo call screen lets agents create a new ticket or update an existing one directly from the call interface without navigating away. The caller's details are pre-populated, and agents can add live notes during the call that are immediately visible to colleagues.
Does the popup open when the phone rings or when I answer?
You choose. RingCentral lets you configure whether the Halo call screen launches when the phone starts to ring or when the call is answered. Most teams prefer on-ring — agents have the caller's context in front of them before they say hello.
We're planning to implement Halo — when should the RingCentral integration go live?
The RingCentral integration is quick to configure and makes an immediate difference to how your team handles calls. It's worth discussing during your Halo scoping so we can plan for it. If you're already live on Halo without the integration, contact Allied ESM and we can discuss what's involved in adding it.

Ready to connect Halo and RingCentral?

Allied ESM can scope and configure the Halo + RingCentral integration as part of your Halo project. Talk to us about having full caller context from the moment you go live.

Talk to us See implementation plans