RingCentral | Synthflow

Synthflow integrates natively with RingCX, RingCentral’s contact centre platform. The direct RingEX SIP-extension integration is being sunset and is no longer recommended, because the setup relies on RingCentral behaviour outside Synthflow’s control. If you run RingCentral’s business phone system (RingEX), Synthflow recommends PSTN-forwarding your RingEX number to a Twilio number or Synthflow number. You can also use the native RingCX integration or route calls directly to Synthflow. Talk to your account manager to choose the right path.

Integrations available

RingCX

Run Synthflow as an Intelligent Virtual Agent (IVA) in RingCX voice queues. Recommended for RingCentral contact centres.

RingEX

The direct SIP-extension setup is being sunset. PSTN-forward your RingEX number to a Synthflow or Twilio number, or route calls directly to Synthflow.

Comparison

The two products use fundamentally different integration models. The RingEX SIP-extension path is retained only for existing deployments; it is no longer recommended for new setups.

	RingEX SIP extension	RingCX
What it is	RingCentral’s cloud business phone system (RingEX / MVP)	RingCentral’s contact centre platform
Integration model	Synthflow registers to RingCentral as a SIP IP phone (extension)	RingCX routes voice queue calls into Synthflow as an Intelligent Virtual Agent (IVA)
Synthflow number setup	Add the number on the Phone Numbers page using RingCentral SIP credentials; Termination URI is your RingCentral SIP domain	Import the workflow channel number as a Custom phone number; Origination URI is auto-populated (`sip:sip.synthflow.ai:32681`)
RingCentral-side setup	Provision a generic SIP IP phone in the Service Portal	Create an IVA integration and build a workflow in Workflow Studio
Call transfers	Warm and cold transfers (SIP or PSTN) work normally	Direct transfers are not supported (return the call with the RingCX Handoff action)
Other limits	No outbound calling; max 5 concurrent calls per extension	Caller context is passed via a JavaScript node; calls return to the RingCX workflow

For RingEX, PSTN-forward your number to a Twilio number or Synthflow number, or route calls directly to Synthflow. The native RingCX guide covers contact centre setups. The legacy RingEX SIP-extension guide remains for existing deployments.

FAQ

What's the difference between RingEX and RingCX?

RingEX is RingCentral’s cloud business phone system; RingCX is RingCentral’s contact centre platform. Synthflow integrates natively with RingCX as an Intelligent Virtual Agent (IVA) that RingCX routes voice queue calls into. The RingEX SIP-extension integration is being sunset; for RingEX, Synthflow recommends PSTN-forwarding your number to a Synthflow or Twilio number, using RingCX, or routing calls directly to Synthflow.

Why is the RingEX SIP-extension integration being sunset?

The SIP-extension setup depends on RingCentral behaviour outside Synthflow’s control, so we can no longer guarantee its reliability. For RingEX, PSTN-forward your number to a Twilio number or Synthflow number, or use the native RingCX integration or route calls directly to Synthflow. Talk to your account manager to choose the right path.

Do these integrations require the Enterprise plan?

Yes. SIP trunking and the RingCentral integrations are available on the Synthflow Enterprise plan.

Can Synthflow make outbound calls on RingCentral?

RingEX SIP extensions registered through Synthflow cannot place outbound calls. To make outbound calls, use a number provisioned on Synthflow (or bring your Twilio numbers) rather than a RingEX SIP extension. For RingCX, Synthflow handles inbound voice queue calls routed from the RingCX workflow.