Feature · CRM Phone System Integration

Your UCaaS vendor, wired into the record of truth.

Each supported PBX gets a shipped adapter that handles authentication, event stream, recording retrieval, and user provisioning. Setup takes a lunch break for a mid-sized tenant. Rep behavior is identical regardless of which vendor sits behind the dial tone.

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The adapter contract

Four things every adapter delivers.

A phone system adapter on Strkr satisfies a fixed contract regardless of the backing vendor. The admin surface, the rep surface, and the manager analytics look identical from RingCentral to Nextiva to a generic SIP trunk. The contract is what makes consolidation across acquired business units survivable.

OAuth

Admin signs in once, done.

Each adapter uses a standard OAuth flow against the vendor identity provider. An admin signs in to the admin console, authorizes the Strkr app on the vendor side, and the adapter provisions. No code deployment, no server-side credential paste. Rotating the auth is a one-click reconnect; nothing on the user side notices.

User mapping

Vendor users to Strkr users.

The adapter pulls the vendor user directory and lets the admin map vendor users to Strkr users via email match or manual pick. New vendor users auto-provision with sensible defaults; departed users auto-deactivate. The mapping stays current without a RevOps lead running a quarterly reconciliation report.

Event stream

Ring, answer, dial, hangup over webhook.

The adapter subscribes to the vendor event stream for call lifecycle events. Each event lands in Strkr inside two seconds of the vendor emission on healthy adapters. The stream drives the screen pop, the auto-log, and the queue-depth dashboards. Backfill on reconnect handles the rare dropped-webhook case.

Recording retrieval

Audio and transcript pull on hangup.

For vendors that store recordings (RingCentral, Dialpad, Zoom Phone, Teams Phone), the adapter pulls the audio file reference on hangup and either hot-links to the vendor side or copies to Strkr storage per tenant policy. Transcripts generate from the vendor native service when available, otherwise from Strkr-side ASR.

E911 and location

Compliance stays with the vendor.

The adapter does not override vendor-side E911 or location policy. Teams Phone keeps its Direct Routing E911 config; RingCentral keeps its Emergency Location Identifier config. Strkr listens to the metadata; it does not insert itself into the emergency path. The posture matters for regulated regions.

Observability

Adapter health on the admin dashboard.

A per-adapter health card on the admin console shows connection state, event lag, last successful event, and recording-fetch success rate. An admin spotting a lag spike opens the diagnostic panel and sees whether the vendor API is slow, the credential expired, or the webhook subscription expired. Fixes are usually a reconnect click.

RingCentral and Dialpad

The mid-market defaults.

RingCentral and Dialpad cover the plurality of Strkr tenants on the paid tiers. Both adapters shipped on day one of the phone integration layer and carry the most mature coaching, analytics, and recording behaviors. The admin flow is near-identical; the choice between them is usually a procurement question.

RingCentral setup

App install, OAuth, user map, done.

Install the Strkr app from the RingCentral App Gallery. The install exposes the OAuth consent flow; the admin signs in on both sides and authorizes. The user directory sync fires immediately; mapping completes in minutes for a hundred-user tenant. First event flows through within sixty seconds of mapping completion.

RingCentral events

TelephonySessions API drives the stream.

The adapter subscribes to the TelephonySessions API for call events. Ring, answer, dial, hangup, transfer events land as webhooks. The transfer event is first-class: a warm transfer from rep to manager creates two linked session rows, and the record timeline collapses them to one thread with both legs visible on expand.

RingCentral recordings

Automatic call recording with tenant policy.

RingCentral Automatic Call Recording outputs push into Strkr on hangup. The audio file link lives on the call record; the transcript generates from Strkr ASR for consistency across adapters. Retention follows the Strkr tenant setting; purges on either side stay in sync via the retention worker.

Dialpad setup

Developer app, OAuth, scopes.

The Dialpad adapter uses the Dialpad developer app with webhook and recording scopes. The admin creates the app in the Dialpad admin console, pastes the client ID and secret into Strkr, and runs the OAuth. User mapping follows the standard email-match flow. First-call verification takes under five minutes.

Dialpad Ai Voice

Native transcripts carry over.

Tenants on Dialpad Ai Voice get the vendor transcript carried into Strkr automatically; no re-transcription needed. Dialpad speaker labels and timestamp anchors translate into the Strkr transcript viewer. For tenants without Ai Voice, Strkr-side ASR fills the gap. The behavior is transparent to reps.

Dialpad coaching

Live monitor state surfaces.

Dialpad live-monitor sessions appear on the Strkr live wallboard as coach-active markers against the rep row. A manager running a listen-only session from Dialpad has their presence tracked in the Strkr audit log. The dual visibility matters for compliance teams; coach actions never disappear into the vendor-only log.

Zoom Phone and Teams Phone

The suite-first integrations.

Teams running Zoom for meetings or Microsoft 365 for everything else usually extend the suite into phone. Zoom Phone and Microsoft Teams Phone both carry mature CTI stacks. The Strkr adapters live inside the suite admin posture; nothing about the Teams or Zoom configuration shifts for integration to work.

Zoom Phone adapter

Webhooks subscribe through the Zoom app.

The Zoom Phone adapter installs as a Zoom Marketplace app with webhook, call-log, and recording scopes. OAuth binds to the Zoom account root; user-level provisioning follows the Zoom user directory. Events arrive via Zoom webhooks within two seconds of vendor emission on healthy regions.

Unified recording surface

Call plus meeting recording on one timeline.

A Zoom customer gets both Zoom Phone call recordings and Zoom meeting recordings linked to the same account record. The timeline shows a phone call Monday, a meeting Wednesday, another call Friday, each with transcript and recap. The alternative of two separate consoles for the same team disappears.

Teams Phone adapter

Graph Call Records API drives logging.

Microsoft Teams Phone (and Direct Routing to an SBC) runs through the Graph Call Records API. The adapter subscribes to call-record change notifications. Events land in Strkr with full carrier metadata including Direct Routing SBC identifier when relevant. Enterprise regions respect Graph data-residency configuration.

Teams compliance recording

Policy-based recording surfaces to Strkr.

For teams running Microsoft compliance recording (via a certified recording vendor), the Teams adapter honors the policy. Recordings continue to live in the compliance archive; the metadata links from Strkr; audio access respects the compliance-admin ACL. The posture matters for financial services and public sector.

Microsoft 365 identity

One SSO, one directory.

Teams Phone users auto-provision from the same Entra ID (Azure AD) directory that powers CRM access. A single SSO group grants both phone adapter visibility and record access. Offboarding runs in Entra ID once; both sides deactivate inside the standard sync window.

Suite admin posture

Nothing changes on the vendor side.

The Zoom or Teams admin keeps the existing phone configuration: dial plans, auto-attendants, hunt groups, voicemail greetings, E911 locations, Direct Routing SBCs. The Strkr adapter is a reader on top of the vendor state; it never pushes config back. Admins stay in their familiar console; Strkr just adds the record intelligence.

8x8, Nextiva, Vonage, GoTo

The business-phone adapters.

Beyond the top four, Strkr ships adapters for the next tier of business phone vendors: 8x8, Nextiva, Vonage Business Communications, GoTo Connect. The behavior is identical to the top-tier adapters; the differences live in the vendor-side API quirks, which the adapter abstracts.

8x8 Work

XMPP presence plus CPaaS events.

8x8 Work adapters use the 8x8 CPaaS Call Events API for call lifecycle and the XMPP presence feed for rep availability. The combination drives both the auto-log and the live wallboard. Admins on the 8x8 X-Series platforms set the integration up through the standard app marketplace.

Nextiva Call Pop

Native screen pop plus Strkr logging.

Nextiva Call Pop surfaces vendor-native caller ID screens. Strkr runs its own context card alongside, driven by the Nextiva Call Events webhook. The redundancy is intentional: Nextiva Call Pop gives the rep speed; Strkr context card gives the full record. Both can be enabled; most tenants pick one.

Vonage Business

VBC APIs with recording-on-demand.

Vonage Business Communications ships a mature Call Events API that drives the Strkr auto-log stream. Recordings pull on demand (not every call records by default); the admin picks the per-queue recording policy and Strkr respects the vendor flag. The adapter respects Vonage data-residency per region.

GoTo Connect

LogMeIn CTI handoff.

GoTo Connect (formerly Jive) runs through the GoTo CTI handoff and the GoTo Admin API. User mapping follows the GoTo organization structure; call events arrive via webhook. The adapter respects GoTo Meeting and GoTo Webinar linkage for teams running the full LogMeIn suite.

Avaya cloud

Avaya Cloud Office powered by RingCentral.

Avaya Cloud Office tenants run through the same adapter as RingCentral (shared backbone). Admins on Avaya cloud install the Strkr app from the ACO marketplace; the setup and the behavior match RingCentral exactly. Teams on legacy Avaya on-premise systems need a different integration path and that is a professional-services conversation.

Generic SIP

Custom trunks via the open CTI contract.

Teams on a self-hosted PBX (FreeSWITCH, Asterisk, Cisco UCM) connect through the open CTI contract. The tenant builds a lightweight listener that forwards SIP INVITE and BYE events to the Strkr webhook endpoint. The contract is documented with OpenAPI 3.1 spec; shipped SDKs cover Node, Go, and Python.

Picking an adapter

Procurement, data residency, feature parity.

Teams rarely pick a phone adapter based on Strkr behavior; the adapter choice usually follows the existing vendor contract. The matrix below covers the capabilities that differentiate the shipped adapters so an admin planning a migration knows what carries over.

Transcript parity

Native vs Strkr-side ASR.

Vendors with native transcription (Dialpad Ai Voice, Microsoft Teams Premium transcription, Zoom Phone with Zoom IQ) carry transcripts into Strkr directly. Vendors without run through Strkr-side ASR on the recorded audio. Quality is comparable; the choice matters only when a tenant has already paid for native transcription and wants to avoid the double transcription pass.

Data residency

EU, UK, CA, AU footprints respected.

Each adapter honors vendor-side data-residency configuration. A tenant on RingCentral EU keeps call data in the EU region; Strkr storage follows the matching region selection. The adapter does not force a cross-region hop. For GDPR and UK data-protection posture the inheritance matters more than any adapter feature.

HIPAA posture

BAA chain stays intact.

Strkr covers phone data under the standard BAA. The adapter respects the vendor BAA where applicable (RingCentral HIPAA plan, Zoom with BAA, Teams Phone with Microsoft BAA). The chain of custody runs vendor to Strkr with BAAs on both legs. Healthcare teams verify both before go-live.

Numbering ownership

Keep your numbers on the vendor.

Phone numbers remain owned by the UCaaS vendor; Strkr never ports numbers unless the tenant moves to Strkr Messaging as the primary carrier. The adapter reads caller ID metadata; it does not re-provision the DID. A vendor change later means the admin disconnects the old adapter and connects a new one; no number migration is required for the Strkr side.

Analytics overlap

Vendor dashboard still works.

A manager on RingCentral keeps the RingCentral analytics console (operator attempts, queue depth, abandon rate) and gains the Strkr analytics overlay (connect-to-conversion, call-to-pipeline, rep scorecards). The two are complementary, not duplicative. The vendor side carries queue health; Strkr side carries business outcomes.

Deprecation plan

Adapters stay maintained after a vendor API break.

When a vendor ships a breaking API change (common on RingCentral and Dialpad roughly annually), the adapter team ships an updated version within the vendor-published sunset window. Tenants see a one-click reconnect notice; no code or workflow changes. The lifecycle commitment is a published part of the open-API framing.

Pick your phone system and we will walk the adapter end to end.

Fifteen minute demo on your actual UCaaS: screen pop, auto-log, disposition, scorecard. Your users, your numbers, no replacement.

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Common questions

What buyers ask about this feature.

Which phone systems are supported out of the box?

Shipped adapters cover RingCentral, Dialpad, Zoom Phone, Microsoft Teams Phone (including Direct Routing to an SBC), 8x8 Work, Nextiva, Vonage Business Communications, GoTo Connect, Avaya Cloud Office, Aircall, and Strkr Messaging as the native path. Teams on self-hosted PBX (Asterisk, FreeSWITCH, Cisco UCM) connect through the open CTI contract documented with OpenAPI 3.1 spec plus Node, Go, and Python SDKs. A new vendor adapter typically ships in two to six weeks.

How long does a RingCentral or Dialpad setup actually take?

A mid-sized tenant (fifty to two hundred users) completes a RingCentral or Dialpad setup in roughly 45 to 90 minutes. The time breakdown is five minutes for the app install plus OAuth, fifteen minutes for the admin to review the user directory sync and confirm mappings, ten minutes to configure recording and transcript policy, five minutes for a test call verification. The remaining time is tenant preference for queue customization and disposition picklists.

What happens if we switch vendors mid-year?

The adapter is a swap, not a rebuild. Disconnect the old adapter; connect the new. Historical call records stay intact in Strkr with their vendor-side audio references preserved (the audio stays with the original vendor per their retention). Reps experience no behavior change; the screen pop, the auto-log, and the dispositions keep working from the first new-vendor call forward. The switch itself typically runs under an hour of admin time.

Can we run two phone systems at once (acquired business unit scenario)?

Yes. Each adapter is independent; a tenant can connect RingCentral for the main sales team and Dialpad for the acquired team. User mappings route each rep to the right adapter; the rep sees no difference. The record timeline merges calls from both adapters without conflict. The scenario is common in post-acquisition integration and is explicitly supported.

Does the integration work with voicemail transcription?

Yes. Voicemails on supported vendors (RingCentral, Dialpad, Zoom Phone, Teams Phone, Nextiva, Vonage) land on the record with transcription where the vendor supports it or Strkr ASR where it does not. The voicemail transcript is searchable from the global search bar. Reps who prefer to read voicemails rather than listen save roughly four minutes per voicemail backlog clear-out.

How does the adapter handle vendor-side outages?

During a vendor outage, the adapter marks the health card red on the admin dashboard and queues any events that arrive post-recovery. If the vendor supports event replay (RingCentral and Dialpad do), the adapter backfills on reconnect. If not, the adapter polls the call-log API on reconnect to reconstruct the missed window. Reps notice during the outage because screen pops stop firing; the record side continues to accept manual logging as a fallback.

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