Unanswered questions

Is there a report in Analytics that shows how long an agent leaves a caller on hold during an active call?

Hi all, I've been working on a fairly standard "forward inbound SMS to an external system" integration and have hit a wall I can't find documented anywhere. Looking for guidance.SetupRingCentral account with 3 extensions total (2 user extensions (x101, x106) and 1 call queue, main account/auto-receptionist (x111)) Business SMS Booster license active, assigned to x101 A TCR-registered, SMS-enabled phone number is assigned as the direct number of a call queue extension x111 (company number, no user assigned) The call queue's SMS Recipients is set to a user extension (x101) x101 is also a call queue manager Auto-Receptionist > Call/Fax/SMS Recipients also lists User (x101) as the SMS Recipient, x111 as the operator, x111 as the Fax recipient JWT-authenticated as a super admin with x101’s account (super admin) App permissions: Read Accounts, Read Messages, SMS, Webhook SubscriptionsWhat I builtA webhook subscription using the standard event filter, with a small middleware to validate th

Can anyone clarify what the billing period is for SMS?  I’m trying to zero in on what we are actually using and what we are paying for.  I was originally told it was from the beginning of the month to the end of the month but the math didn’t match up.  This month I have been taking screenshots of the Usage page for the past several days at different points during the day.  As of last night, 4/29, usage was pulling from my SMS Bundle and “Included SMS Usage” Available was $0.00.  When I went to a screenshot this morning the “Included SMS Usage” had refreshed along with the SMS Bundle. In looking at last month’s invoice the SMS Bundle Start Date was 3/29 with an End Date of 4/28.  If the End Date was 4/28 then why was the usage still being pulled from the SMS Bundle on 4/29 and “Included SMS Usage” still at $0.00 Available. The SMS log is not helpful since it just gives times and dates.

Is there a way in the admin portal to view the teams created by users in our organization?Thank you

When I did my onboarding, I was told that there were "no rules" (or guidance) for what info can/should be entered into a CSV file to upload to the knowledge hub but even after 2 weeks the AI is not able to correctly respond to information I’ve uploaded to the knowledge hub.

Hello, I’ve successfully connected RincgCentral App Connect for RingEX to my Netsuite SB4 environment, and testing went well.  Product looks good, features are nice, etc.  I’m ready to go into PROD.  Configured same way, testing with a custom role that has same permissions that worked in SB4, but I keep getting error ‘Could not load user information’.  I also get this error if I test with ADMIN, so I think it is not a Netsuite role permissions error.  Has anyone struggled with this before, and how did you resolve?

Hi RingCentral Team,I am implementing SMS functionality using RingCentral REST API with JWT authentication (server-to-server app).Environment:JWT authentication flow Existing number available under Admin → Phone System → Phone Numbers Number assigned to a Softphone extensionIssue:When sending SMS via API, I receive:“Phone number doesn't belong to extension”This happens even though the phone number exists in the account and is active.Questions:Is SMS sending restricted to phone numbers assigned only to the authenticated JWT extension? Can existing numbers be reused across multiple extensions for SMS sending? What is the correct way to bind or select an existing phone number as a valid SMS sender for JWT-based API usage? Is there any configuration required to enable this use case without purchasing a new number?Goal:Use an existing company phone number as the SMS sender for OTP via API without creating a new number or extension.Thanks in advance for the clarification.

Hello, Currently to access the DND function you need to go to settings and then to phone rules. For something we need to access multiple times a day it would be far more convenient if we could make a button for the home screen. The warning that appears when DND is active is very convenient.Thank you. 

Hi everyone,I’m working on a custom integration using RingCentral and would like to implement an AI note-taker feature within the RingCentral dialer.My goal is to:- Add a toggle button (Start/Stop AI Notetaker) during a call- Capture the call recording and/or transcript- Generate AI-based notes (summary, key points, action items)- Automatically save these notes into a CRM history recordI would like guidance on the best approach for this:1. Does RingCentral provide APIs for real-time or post-call transcription and AI summaries?2. Is it recommended to use RingCentral’s native AI capabilities, or integrate external services for transcription and summarization?3. What is the best way to hook into call events (start/end) to trigger this workflow?4. Are there any sample implementations or best practices for syncing AI-generated notes to a CRM?Any insights, documentation, or examples would be greatly appreciated.Thanks in advance!

In the middle of calling customers, I got a user not found error message.  I tried clearing removing the ring central app connect, clearing cache, turning off computer, downloading the ring central app connect extension.  Now I get a failed to register api key when I try to connect ring central to insightly.

Hi all,We pull a scheduled Interaction Details report from RingCX every 15 minutes via SFTP, and load it into our internal Postgres table (ringcx.interaction_legs). We use that data to power a "Case Journey" view in our internal app, where reps can see all call activity for a given customer case.We'd like to add an "Open in RingSense" button next to each call so reps can jump directly to the conversation page, e.g. https://ringsense.ringcentral.com/calls/3f2a8e12-966b-40e3-8ce5-baa40396437b.The problem: the UUID in that URL isn't in our SFTP feed. We have:UII (e.g. 202604271934311801140000038844) ANI / DNIS segment_start_time, segment_index Agent name, disposition, queue, talk/wait/hold/wrap times Recording URL (vacd.biz link)But not the Segment ID (p-v-a531ab95...) or Dialog ID (s-v-a531ab95...) shown in the RingSense UI under "Source identifier," and definitely not the URL UUID itself.A couple of questions:Can the Segment ID, Dialog ID, or the RingSense call UUID be added as columns

Our AI Receptionist is gathering information from the customers (e.g. name, email) We didn’t ask her to, but that’s what she’s doing.    That information is not being passed along to a human.  I called support and they said the only way to see the information is to log into the portal and go call by call in the call log to see if there is anything that needs to be addressed.According to support there are no integrations (e.g Zapier) for the AI handled called.   This seems to make the whole system useless to me.  With customer information going into a black hole, we will have upset customers who think they left a message but did not receive a response.Amy I mssing something?   Has someone found a solution on how to handle the information gathered?

Hi everyone,I’m implementing merge in a Laravel app and need confirmation on expected behavior.StackPHP SDK: ringcentral/ringcentral-php 3.0.4 WebPhone SDK (ringcentral-web-phone-2) Using call-control + telephony conference APIsFlowCreate conference POST /restapi/v1.0/account/~/telephony/conference → 200 Bring in active calls into conference POST /restapi/v1.0/account/~/telephony/sessions/{conferenceSessionId}/parties/bring-in → 403 TAS-106Observed app result/api/r/call-control/merge returns 409 Conflict Message: Bring-in was rejected (TAS-106). Automatic transfer fallback to conference target is disabled.Sample payload that still fails (even with -1 parties)primary_party_id: ...-1 secondary_party_id: ...-1 Still gets TAS-106: Operation is not allowedScopesCallControl, ReadPresence, VoipCalling, and other standard scopes are present.QuestionHas anyone seen TAS-106 for bring-in/merge while conference creation works?Is this usually account/role/call-leg restriction, and what exact settin

I has just found out about text messages getting deleted after 5000. So set up archiver. Issue seems it archives only texts that were made after archive was set up. Is there no option to backup old texts before they get deleted? Can i archive all texts that still exist on Ring central app?  Thanks

 All users currently have call recording enabled for inbound, outbound, and ACR calls. However, we’ve noticed that some calls are not being recorded. I’ve reviewed the settings for all users and call queues, and recording is enabled across the board.We’ve also observed that transferred calls are often not recorded. In these cases, a transcript appears to exist, but the recording itself cannot be accessed.Additionally, some users attempting to manually start recording during outbound calls via the keypad receive an error message stating, “Sorry, we are unable to record the call.”Could you please advise on why this may be happening and whether there is a workaround to ensure all calls are consistently recorded?

Are others experiencing situations where messages appear to send, but either fail later or never reach the recipient—and you only find out after the fact? How are you giving your teams confidence that a message was actually delivered and seen? Paul ZylaPartners in Excellence - pzyla@partnersmn.com

Using the “get Company Call Records” and not seeing recipientextensionNumber.  We are attempting to filter calls that route through the AutoReceptionist, then through a user with a specific firstName description.  We want to then “marry” all call legs associated with that single call and then take that session ID and pull that call log into a separate bucket.   We have many different sites in our RingCentral tenant that all have different work hours, so we want to “tag” a call by using a User that has AFTERHOURS in its firstName. Very new to the API world... 

We are working on creating a workflow that pushes details from our Voicemail into Azure using http JSON code, we were able to get this to work for phone calls that come through, but unable to get this to work with our VM triggers, here is our JSON below:{"event":"VoicemailReceived","sender":{"phoneNumber":"{Sender's phone number}","name":"{Sender's name}"},"recipient":{"phoneNumber":"{Recipient's phone number}"},"received":{"date":"{Message received date}","time":"{Message received time}","dayOfWeek":"{Message received day of week}"},"voicemail":{"durationSeconds":"{Voicemail duration (seconds)}","transcript":"{Voicemail transcript}"},"context":{"accountId":"{My account ID}","extensionId":"{My extension ID}"}} Is there a current configuration that is required, we looked into your current templates, as far as voicemail goes there was only a template for receiving sms, I look forward to hearing back, any assistance would be greatly appreciated.

Is there a native app to integrate with JobDiva?

Hi support team, How can I identify the abandoned calls in RingCentral Integration with Salesforce? I can see the call data has been recorded in the Task and Activity objects in Salesforce. It seems like the “Call Type” in Task. What are the unique values that RingCentral populates for this field? Currently I see:Answered Connected Disconnected Hung up Missed No Answer Wrong NumberAre these all available values? Any other values that RingCentral Integration could populate? Is there any guidance or reference? Thank you

I have taken over this account from my ex-business partner (I had him legally removed from the company). I must lower costs and have switched to a cheaper cell phone service. From what I understand I still have another year under my contract that I didn’t even realize I had (this was his account, not mine). Is there any way out of this contract without the $1800+ early term fee? I am honestly considering bankruptcy and giving up, but this is a last resort. My business is my lifelong dream, and I don’t want to throw away everything because my ex-business partner is an a$$.Any assistance would be appreciated. Customer service will only offer a change order to lower costs until the end of the contract, in which still needs to be approved. I really can’t afford to keep any monthly bills that are not necessary, or I will have no choice to close. 

We would like to set up certain physical IP phones with dual handsets so that a doctor and patient can converse with a remote language interpreter.  We were able to do this by putting a splitter on the handset jack with our legacy phones, but when we use existing or bought-new-to-test RJ9/10/22-type splitters on our Yealink phones we’re noticing that the far, interpreter, end can barely hear either the doctor or patient.  We do have a number of other solutions available - specialized hardware from our interpreter services vendor, and iPads configured to video chat with the interpreter service.  In many locations, the use of the iPads or a speakerphone are not appropriate due to the need to protect patient medical privacy.  In certain locations, the physicians prefer a standard IP phone over the vendor’s.Has anyone out there ni the community had to do this?  What type of RingCentral-supported IP phone did you use, and how did you split the handset? Thank you for any feedback!

Hi All,  I have successfully downloaded the extension and connected it to my HighLevel account. I can go ahead and click to make calls and that works without issue. However, the calls are no longer being logged in the conversation record of HighLevel. I’ve tried everything from looking at the settings, logging out, signing back in, nothing is working to get calls to log. I was testing this extension just a few weeks ago and it was working fine at that time. Went ahead and removed the extension a few weeks ago and re-installed it yesterday. Since the re-install, no calls will log. Is there anyone that would be so kind to help me out here.  Thanks in advance! Mike

Hello, we are trying to send a RingCentral event payload (voicemail) to an Azure Function but want to be able to query RingCentral later on when the voicemail recording becomes available. In the request body section, we can insert variables directly like the Caller Number and the time that the call was placed. However, we cannot automatically insert the event ID or voicemail ID into the request body. Is there a way we can reference the event ID in the request body? Thanks! -Dan

Good afternoon, We are having issue with Ring Central App connect extension. When a user uses the extension, texts and calls are not linking back to the correct ID in Bullhorn. For example, when user selected ID 7243402, it went to deleted BH profile "7217101 DELETED". Same for call. We experienced a similar issue in the fall, at which time RingCentral deployed a fix to prevent interactions from linking to deleted or archived records. We removed and reinstalled extension. We did try on another browser but didnt work. Any suggestion is greatly appreciated.