Adava Care RingCentral + CallRail Architecture

Overview

Adava Care's call infrastructure uses RingCentral as the core telephony and IVR layer. CallRail is layered in front of RingCentral to provide marketing source attribution — identifying whether inbound calls originated from Google Ads, Facebook, organic website visits, or other channels.

This architecture was decided in a ^[1] attended by Mark Hope, Melissa Cusumano, Sebastian Gant (Asymmetric), and Kurosh Dejgosha (Adava Care).

Call Flow

Marketing Source (Google Ads, Facebook, Website, etc.)
        ↓
CallRail Tracking Number  ← attribution captured here
        ↓
RingCentral Number (Column D)  ← IVR menu entry point
        ↓
IVR Menu ("Move in?", "Looking for a job?", "Talk to house?")
        ↓
Regional Routing:
  • Milwaukee region → Cary
  • Nita region      → simultaneous ring queue
                       (administrator + nurse + regional director)

Components

CallRail (Attribution Layer)

• Role: Sits in front of RingCentral numbers; captures the marketing source for each inbound call.
• Account: Asymmetric's CallRail account (interim); billing ownership to be resolved.
• Number pools: To be created per marketing channel (Google Ads, Facebook/Meta, website, etc.).
• What it solves: GoHighLevel previously tracked that calls occurred but could not identify the originating channel (e.g., Google Ads vs. organic). CallRail closes this attribution gap.

RingCentral (Telephony + IVR Layer)

• Role: Handles all call routing logic, IVR menu, and regional queue management.
• Source of truth: The RingCentral numbers in Column D of the shared tracking document are the definitive forwarding targets for CallRail.
• IVR menu intent options: Move-in inquiry, job inquiry, direct-to-house.
• Regional routing:
• Milwaukee area → routed to Cary
• Nita area → simultaneous ring queue (administrator, nurse, regional director)
• Scope note: Numbers in other columns (e.g., Google Ads call extensions in Column C, GoHighLevel numbers in Column A) are not used as CallRail forwarding targets.

GoHighLevel (CRM / Call Logging)

• Role: Continues to log call activity as before.
• Limitation addressed: Previously could not distinguish marketing source; CallRail data will supplement this.

Number Mapping Reference

Note: Column D numbers were confirmed by Kurosh Dejgosha during the integration meeting as the correct RingCentral numbers routing directly to the IVR menus.

Implementation Notes

• CallRail numbers are transparent pass-throughs — they do not alter the existing IVR or routing logic in any way.
• The existing call-handling process (IVR menu, regional queues, simultaneous ring) is fully preserved.
• Three RingCentral numbers were missing from the shared document at the time of the meeting; Melissa flagged these as needing to be filled in before setup is complete.
• Billing ownership of the CallRail account is deferred; Asymmetric is absorbing cost temporarily.

Action Items (from Decision Meeting)

• [ ] Melissa + Sebastian: Hold internal working session to implement CallRail number pools and forwarding configuration.
• [ ] Melissa + Sebastian: Present integration status on the next Wednesday client call.
• [ ] Melissa: Confirm the three missing RingCentral numbers in the shared doc (Column D).
• [ ] Mark / Asymmetric: Resolve CallRail billing ownership (transfer to Adava Care or invoice arrangement).

Related

• ^[2]
• ^[3]