ROCK RMS INTEGRATION

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Intulse's integration with Rock RMS merges your phone system with your Rock RMS account. With the integration enabled, any screen in the Intulse App that would normally display a simple phone number will instead automatically search your Rock RMS database and return any contact or organization records that match that phone number. There are two parts to the integration between Intulse and Rock, which are detailed below.

1. INTULSE STANDARD CRM INTEGRATION

When you receive an incoming call, instead of displaying the caller ID, your phone system will display the name of the contact as it appears in your Rock RMS records. You can click on the caller's name to launch their account within Rock RMS. You can quickly add call notes to a contact's activity and the note will automatically contain all the basic information about the call such as the start time and duration of the call, whether the call was inbound or outbound, and if the call was recorded, a link to the recording. You will be able to start calls to Rock RMS contacts directly from within the Intulse App by simply searching for a contact name on the My Phone screen.

To experience the integration between Intulse and Rock RMS you will need to use the Intulse App.

Connecting Rock RMS To The Intulse App

This guide assumes that you have installed and logged into the Intulse App on any necessary devices. If you need additional information on how to install or navigate the Intulse App, check out this thorough Walkthrough.

1. Select the More menu tab.
2. Select Rock RMS in the More menu.
3. Enter the following details to connect your Rock and Intulse accounts:

• Optionally, you can enter a friendly name for your integration. This can be helpful if you have multiple Rock RMS instances.
• REQUIRED Enter the REST Key of your Rock RMS instance.
  • Inside your Rock RMS instance, navigate to Admin Tools › Security › REST Keys.
  • Create a new REST Key named "Intulse App Integration". When you do this Rock will automatically create a new user, which is how you will control the security settings for the newly created REST Key.
  • From the REST Key List, copy the REST key that was just created. This will be a random string. Paste this key into the REST Key field in your Intulse App.
  • Next navigate to Admin Tools › Security › User Accounts.
  • Select the newly created REST Key. The "Person" will match the name of the REST Key you just created (e.g. Intulse App Integration). Make this newly created person a member of an appropriate security group. We recommend "RSR - Rock Administration".
• REQUIRED Enter the base URL of your RockRMS instance. (e.g. https://rock.mychurch.org)
• Optionally, you can enter the API URL of your RockRMS instance. You should only do this if you have a custom version of Rock running and have changed the default API URL. (e.g. https://rock.mychurch.org/customapi)
• Call logs are automatically created in the Intulse Communications block. Check the box at the bottom of the screen in the Intulse app if you would like to have them created as timeline notes instead.

2. ROCK RMS PLUGIN FROM INTULSE

First you will need to install the Intulse plugin which is available for free in the Rock Shop. Then, to fully utilize the Intulse plugin, you need to configure your settings in Rock.

Configure The Phone System Settings

Navigate to your Admin Tools > System Settings > Phone Systems page. Once there you should see an entry for “Intulse Phone System” that you can click on to begin configuration.

1. Set Active to “Yes.”
2. Set Internal Phone Type to “Intulse.” If you’re upgrading from an early version of the plugin you may have created this manually, so it may have a different name. Choose the phone type created to store your internal Intulse extensions.*

Entering your Intulse API Key

Select the More menu tab in your Intulse app and click on API Access. Copy your Organization API Key at the top of this page.

Navigate to the Admin Tools > Communications > Intulse Settings page and enter the Intulse API Key in the appropriate field. If you're updating this plugin from a previous install, then the data should have been copied over automatically. More information on this settings page is available at the bottom of this documentation.

Create Scheduled Job

You will need to add a new Scheduled Job under Admin Tools > System Settings > Jobs Administration in order to have Rock import the call log data from your phone system. Create a new job to match the information below.

1. Set a Name that you will recognize.
2. Set the Job Type to Pbx Cdr Download.
3. Set the PBX Component to Intulse Phone System.
4. Set the Cron Expression to 0 0/15 * 1/1 * ? *. This will create a job that runs every 15 minutes and imports any new call logs.
5. Save your changes.

Viewing Interactions (Phone Call and Text Message History)

Next you will add a communication block that will show a log of phone calls and text messages for each extension. Go to the profile page for a user in your organization. Add a Page Block called “Intulse Communication Block”. Click Save, and then Done. This same block can also be used on Business pages as well. Once this has been created for one user and business, it will automatically apply to all others.

Important Last Steps

It is critical that each of your users have their Intulse Extension entered correctly on their profile:

You should also create a Business (go to Finance > Businesses) that represents your church. Make sure that your church’s telephone number is listed as one of its phone numbers (usually the Work number).

Click to Call

Rock provides a click to call feature which will allow you to click on any phone number to immediately initiate a phone call. In order to use this feature within Rock, navigate to your user Settings page and set the Call Origination Source to "Intulse."

However, we suggest that you set call origination to false within the Admin Tools > Communications > Intulse Settings page and instead use our Intulse Companion App. This free Chrome extension turns each phone number into a clickable hotlink. Clicking on any phone number will give you the option to call that phone number, send an SMS text to that number from your Intulse app, or do nothing.

As system administrator, you select which option will be used for your entire organization. Each user will then need to follow a few simple steps to enable this on their device. Those steps will be covered in the Rock User Video.

Using Intulse to Send and Receive SMS Messages

As of version 2.3.0 you can now configure Rock to use Intulse to send/receive SMS messages! While there is documentation on how to work with SMS in Rock on their website, we'll quickly go over how to configure your system to use Intulse to do so.

The first thing you need to do is to go to Admin Tools > Communications > Communication Transports and mark the Intulse Transport as Active. If you're currently using another transport (such as Twilio) you may want to set it to inactive.

The next step is to go to Admin Tools > Communications > Communication Mediums and set the SMS medium to use the Intulse Transport as its Transport Container (and mark it active if it's not).

You're going to need an Intulse phone number that has SMS enabled. Go to Admin Tools > General Settings > Defined Types and select "SMS Phone Numbers" from the Communication Category. Add a new number using your Intulse number, set a description, and mark it active. This number must have the country code "1" preceding it. So if your number is 717 555-1234, you would need to enter "17175551234"

Next you need to go to Admin Tools > General Settings > Global Attributes and make sure that you've filled in the Internal Application Root as your Rock website URL.

The final step is to navigate to the Admin Tools > Communications > Intulse Settings page. This page is where you will manage most of the settings for your Intulse plugin. If you're installing this plugin for the first time, you'll have to fill in your API Key (available in the Intulse App), but if you're just updating this plugin it should've transferred over automatically. If you set the Internal Application Root in the previous step, you can click on the "Create Webhook" button - this registers your Rock instance with our API so that incoming text messages are routed to Rock and picked up by any SMS Pipelines you have setup. Once you've done this, the button will disappear from the page the next time you visit it, as it only needs to be done once.

Click Save and voilà! You can now use Intulse to send and receive SMS messages through Rock!

Managing your Intulse Settings

As of version 2.3.0 we've moved most of the settings that Intulse uses to its own page, located under Admin Tools > Communications > Intulse Settings.

1. API Key - Your Intulse Master API Key which you can find in the Intulse App, is required for all functionality of the plugin.
2. Enable Origination - A flag indicating whether or not the Intulse plugin uses Rock for call origination (click to call). We suggest that you turn this off and instead use our Chrome extension Intulse Companion App as it provides greater functionality.
3. Full Import - Setting this to "Yes" will make the next import refresh ALL of your call and SMS records. This can be taxing and should only be done during off hours. After running a full import this option will automatically reset to "No." This should only be necessary if something goes terribly wrong with your call log data.
4. Long Code Throttling - The amount of time (in milliseconds) to wait between sending to recipients when sending a message from a long-code number (regular phone number). When carriers detect that a message is not coming from a human, they may filter/block the message. A delay can help prevent this from happening.

Using The Block

Once you have setup your users’ extensions, imported your data, and added your block, you should be able to view a Person’s phone call and SMS history!

Filtering: Click on “Filter Options” to show various options by which you can narrow down your communication history.
Notes: Click on the Edit/Pencil button on right side of an entry to add a note to a call or SMS record.

For more information about Rock RMS, check out their website!

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Version 2.4.0 changes

• Updated the plugin to work with version 13+ of Rock