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In our setup, when one of the phone lines is busy, customers can leave a voicemail. This voicemail is saved to an email account (Outlook) associated with that queue (queue event). Normally, our agents access this email account and click the link that plays the audio of the message. Recently, some of our agents have been unable to access the audio link; clicking it opens a RingCentral screen asking for their credentials, even though they are logged in as agents. Then, when they try to open the link, they receive an error (XAM-005).Looking for any advice to fix this issue.

Hi RingCentral Support,We're using the RingCentral Softphone SDK to answer inbound calls and perform attended/blind transfers to other RingCentral extensions.We've encountered a scenario where we'd like to understand how to reliably determine the outcome of a transfer using the Call Log API or any other available API.Scenario An inbound call is answered using our application via the Softphone SDK. The application transfers the call to another RingCentral extension. The destination user receives the transfer in the RingCentral Desktop App. The destination user explicitly clicks Reject on the incoming transfer. When we retrieve the call using the Detailed Call Log API, the transfer leg is recorded with: Action: VoIP Call Result: Stopped There is no indication that the destination user explicitly rejected the transfer.Our concern is that the same Stopped result could also occur in other situations, such as: The destination user rejects the transfer. The original caller hangs up

I am trying to understand legs_json to review some of the more perplexing call log entries. My original assumption was that each leg represented a step in a calls journey through the system, such as call, pickup transferred, hung up. This might be partially true, but only leads to confusion.I want to share my assumptions either as they were, or where they are now. The list is incomplete even if it were correct. I’d love to hear what anyone else can help explain. And, this might only be true for these calls.One thing that help was this paragraph in Detailed Call Log Data:Inspecting Multi-Leg Calls Inspecting the legs property of the multi-leg call, we can see two different legType properties, the most recent (legs[0]) was the Accept which occurred when the call was accepted on your SoftPhone, while the former (legs[1]) was the PstnToSip which occurred when the inbound call from my celluar device was pointed by RingCentral to the IVR setup within my account. The from.name property would

Need help with missed call text already set up 

I’m a bit confused as to what RingCentral supports regarding transcriptions and call recordings and meeting recordings.Fundamentally, I would like to be able to access a transcription text file for any given call recording or meeting recording via the API. Is this possible? It’s pretty easy to do this in MS Teams, and I want to do the same in RingCentral, as it is in many ways superior to Teams. However, it’s simply not clear what Ring Central supports.

How can we configure that enables transferred calls to return to the transferring extension when the destination user rejects or misses the transfer? If transferred call is not answered by the receiving extension it should return to the originating extension.Or if there is any alternatives we can use to achieve this requirement?

Every time I open almost anything, a contact, an activity, etc., RingCentral app connect opens and blocks what I’m trying to work on.  How can I limit it to opening only when I want to use it to make a phone call?

I have to go into the admin portal every morning to see if my emergency phones are online. I’d like to have a daily report created that is emailed to me every morning so I can see this info. New to AI and APIs, just need a little guidance. I have looked at Workflow Builder but not exactly sure.

One of our employees was trying to set up an out of office workflow but he kept receiving this error. He does have SMS permissions enabled, I verified on the backend and he was able to send a regular SMS message without the workflow. I was able to set up and enable the auto reply workflow with my admin permissions but the user should be able to do this himself. Does anyone have any insight?  

Hello I set up a workflow automation to send an out of the office reply when I’m on lunch from 1 pm to 2 pm 4 days per week.  The automation is getting triggered anytime after 1 pm, despite it also being after 2 pm. This seems like a coding error.  Is there a work around? 

Not able to save SMS auto replay for after hours.

Hello, I am a small business with only myself. I have Ring central setup to ring a desk phone and after 4 rings it transfers to my ATT personal phone number.I recently got approved for SMS, and have been trying to set up workflow builder to enable some triggers.I only want to use my company number to receive and send text. However when i try to enable/create triggers it wants to use the desk phone number and only detects the desk phone number, rather than the main company number. I can send and receive from the Main company number though. Its not making alot of sense. Any help would be appreciated. I am trying to send my ATT number a SMS letting me know i got a SMS on my main company number so i can check it.

I have a user who is part of a call queue. Her “Accept queue calls” option automatically gets ticked on, on a regular basis. Before it used to happen occasionally but now it appears to be happening more often and throughout the day. Staff rotate on the call queue every day. Her status automatically gets enabled, and she would need to login and have to manually disable the Accept queue calls option regularly. Has anyone experienced something similar / found a solution?

Hello,Does RingCentral have a strategy around MCP servers for agent workflows currently on your roadmap?

I have at least 3 users now, for whom calls ring their iPhone very briefly, then immediately disconnect. Both queue calls and direct calls to their extension behave the same way. This is very frustrating.

I am a RingCentral partner and have several clients that are reporting that random phones will report no service and then reconnect. There is no rhyme or reason behind this. We have unassigned the desk phones and reassigned them and that has fixed the issue for some but not all.  As this is happening to several of my clients thar are in different areas and different internet providers and that it is random phones and not all phones we can not find what is causing this issue. All network requirements are met. 

would like to know whether there is a way to mask passwords that are shared with users in call recordings.

I am looking for a report that shows the number of calls that are inbound to our main number and what option they selected from the phone tree over a specified period of time. For example, I want to know for July 8th how many calls we received during a specified time that went to option 1, option 2, etc.

We have been live on RingCentral EX for over a month now and haven’t had issues until yesterday.  I have tickets open but was curious if anyone else has / had experienced this.We have 125+ Polycom desk phones.. starting yesterday we’re having 2 issues.1-way audio or no audio at all.  The user hangs up and calls back and ALWAYS gets successful 2-way audio on the 2nd attempt. Phones are showing Not Registered then go back to normal after a few moments.  When this happens, the port does not go down on the switch side.  I’m the sole firewall administrator and no changes have been made there.  The only thing I know that’s changed is we got a notice that the Polycom firmware would be updated to 26.2 on May 17th.  

hi, i suspect my account being hacked and my super admin log in and has been compromised as i can't receive email to get 2 step verification, also my phones automatically direct to voicemail and can't get it verified by phone either.please help as my business is greatly suffering and I have people stranded all over USA.

Need to cancel my VOIP phone service immediately!

We have text auto-reply enabled under Settings > Text > Reply to all texts for our main company texting number, 8**-***-****.The auto-reply is turned on and saved, but inbound texters are not receiving the response. We intentionally have the separate Reply after hours option turned off because our business hours are extended to cover evening classes/events, and our general auto-reply is written to work for both regular and after-hours texts.Can you please confirm:Whether Reply to all texts works for shared/company numbers; Whether it should trigger on every new inbound text or only once per sender/conversation; Whether this needs to be configured through Workflow Builder / Automator instead; Whether anything on our account or number setup is preventing auto-replies from sending.Thank you.

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How can i change Fax Sender information on the header of the fax document such as 'From' and 'Fax' Number?