Pure CallerID’s Engage platform allows seamless routing of inbound messages directly into RingCentral RCX Digital Queues, enabling unified agent handling, threaded conversations, and full CRM visibility.
This guide walks you through the required setup steps in both Pure CallerID and RingCX Admin to complete the integration.
Prerequisites - Before beginning, ensure you have:
- Admin access to Pure CallerID
- Admin access to RingCX
- An active Engage campaign in Pure CallerID (for final assignment)
Step 1 – In Pure CallerID
Navigate to Engage → Integrations.
Step 2 – Add a New Integration
Click Add Integration and select RCX Digital from the list.
Step 3 – Configure the Integration & Copy the Base URI
Give your integration a recognizable name. In the setup dialog, copy the full Base URI—you will need to paste this into RingCX Admin. Keep this window open, as you will return here later to enter the API Access Token and Realtime URL from RingCX.
Step 4 – In RingCX Admin
Navigate to Channels and click New Channel.
Step 5 – Select the Channel Type
In the popup, choose Engage Digital Channel SDK.
Step 6 – Enter Channel Details
Give your new channel a name and paste the Base URI you copied from Pure CallerID into the Base URI field.
Step 7 – Save the Channel
Click Save in RingCX Admin.
Step 8 – Copy Credentials Back into Pure CallerID
After saving the channel, RingCX will generate: "API Access Token" and "Real-time Endpoint URL". Copy both values and paste them into the corresponding fields in the Pure CallerID integration window you left open.
Step 9 – Save the Integration in Pure CallerID
Click Save to finalize the integration setup on the Pure CallerID side.
Step 10 – Finalize & Validate in RingCX Admin
Return to RingCX Admin and click Save again. Wait approximately 10 seconds, then refresh your browser. If the connection is successful, the Implemented Actions section will populate automatically for: messages threads status. This confirms that the SDK is registered and communicating with Pure CallerID.
Step 11 – Enable the Integration on Your Engage Campaign(s)
In Pure CallerID, navigate to your Engage campaign. Under CCaaS Integration, select the integration you just created and click Save.
Step 12 – Update Identity Settings in RingCX Admin
In RingCX Admin, navigate to:
Digital → Identities
Search for the identity that matches the name of your Pure CallerID integration and click the pencil icon to edit. Check the Controlled Identity box, then click Save.
Completion & Next Steps
Your Engage ↔ RCX Digital integration is now active.
Incoming messages will begin flowing into RCX Digital Queues, and threaded conversation data will sync automatically.
Configuration of digital queues, routing rules, and agent workflows inside RingCX is beyond the scope of this article. Please refer to the official RingCX documentation for these steps.