About ingesting internal calls
Gong can disregard internal calls when you are set up in RingCentral:
Contact Gong Support to enable the filtering out internal calls.
Note that identifying internal calls for RingCentral telephony system is not related in any way to the set up in Gong for web conferencing, i.e. RingCentral Meetings.
At the time the RingCentral integration is enabled, Gong imports phone calls, and takes a snapshot of your company's phone numbers to use as reference as to what are internal and external calls.
Going forwards, Gong adds numbers to this snapshot based on API queries (as listed below). Numbers that come back from the API calls are considered internal, and will always be treated as internal, even if the number becomes disassociated from your company over time.
The initial sync imports phone calls from the previous 90 day period, so historical data is also included in the snapshot. Therefore, the snapshot Gong works from may include numbers that are no longer used, but are still considered as internal.
Gong makes regular API calls to determine what phone numbers are external as follows:
The company's forwarding numbers (https://developers.ringcentral.com/api-reference/Call-Forwarding/listForwardingNumbers)
The company's internal contacts directory entries (https://developers.ringcentral.com/api-reference/Internal-Contacts/listDirectoryEntries)
The account's defined phone numbers (https://developers.ringcentral.com/api-reference/Phone-Numbers/listAccountPhoneNumbers)
To determine what's an internal call and what's an external call, Gong looks at all company phone numbers in the snapshot and decides as follows:
If any calls include inbound or outbound "legs" that are not included in the company directory, then Gong determines that the call is not internal.
If all the numbers ARE included in the company directory, Gong can assume the call in internal.
For calls where there are external parties, even if they are in part internal, Gong treats them as an external call. For example, this applies for calls where:
The call starts out as internal, and then a customer is added
The call starts out as external, and continues with an internal discussion after the customer leaves
The call includes an attempt to add an external participant, even if unsuccessful
Gong periodically checks and updates the snapshot. Therefore, if you update company phone numbers, some calls may be determined as external and ingested before Gong updates the snapshot, and realizes that the call was internal.