Update Your Account Mapping with a JWT

RingCentral is discontinuing their password flow for app authorization. This impacts the connection between RingCentral and CXone. If you have Presence Sync or Directory Sync set up in CXone, you must update your configuration to avoid disruption.

The CXone connection with RingCentral is set up in the Adapters app in CXone. The Account Mapping settings let you enter your configuration details. Historically, the connection required a username and password. Now, you must enter a JSON web token (JWT).

Before performing the following steps, be sure you have the necessary permissions in RingCentral and CXone. In CXone, you must have the Account Mapping permission enabled for your user’s role.

To update your account mapping settings:

  1. Create a JWT in RingCentral .

  2. In CXone, click the app selector and select Adapters.
  3. Click Account Mapping.
  4. If you have multiple tenants registered, click the tenant that you want to map with RingCentral.
  5. Click RingCentral.
  6. Click Map Account.
  7. Enable Use JWT Token.
  8. For Token, enter the JWT you created in RingCentral.
  9. Click Save.

The to-be-deprecated username and password fields will continue to display until RingCentral finalizes this update on March 31st. Until then, both the JWT and username/password fields are visible. After RingCentral makes the update, CXone will update the Adapters app and remove the username/password fields.