Unanswered questions

When we create a new contact  the desktop app seems to  not show the contact for a day or 2. While it updates right away in the mobile app. If we completely exit the desktop app and reopen it, it will update with the new contacts.  Is there any other solution, so the desktop app will update contacts right away like the mobile app?

I already tried submitting a ticket for this, but got told to contact dev support. I'm not a dev, just an admin. So I'm going to try here before jumping into that mess. For some reason there is little online regarding my issue.I have recently migrated to the new RC SSO webapp that included SCIM integration for auto provisioning. So far it is working well, but it is having some strange issues with cell phone numbers and countries. I have not been able to nail down exactly what is going wrong, and I'm starting to wonder if the default mappings logic is not sufficient. I figured I would loop you guys in since I'm having trouble finding much documentation online so far.To be clear, our integration is fully configured and is running in update/create mode. We are syncing 42 users currently without issue. The rest(mostly outside the USA) are failing due to country field issues:SystemForCrossDomainIdentityManagementServiceIncompatibleStatusCode: BadRequest Message: Processing o

We utilize the text-to-speech engine for a couple of our IVRs, and generally it works quite well.However, on one IVR I’m having a rough time getting it to say “dental” properly. I’ve tried all sorts of phonetics and just about the time I get close the tts engine spins into something completely different. Also, does it need to go so fast? I use three commas between every sentence just to put a normal amount of space between them. I’d think it would understand a period means to pause a sec, but no. 

Users have a 15 second call wrap up time. Users are all in a call pickup group. There isn’t a way i can see to set the wrap up time to zero. 

I have an application where I’d like to register a webhook for every logged in user (by extensionId). The most sensible way to do this is to have a subscription for each extensionId. However, I’m worried by this piece of documentation “Subscriptions are currently limited to 30 subscriptions per user/extension (for particular application).”Does this mean I can have up to 30 subscriptions per extensionId, and thus my current use case is no problem? Or is it 30 subscriptions per “user” aka per JWT? I notice that the ListSubscription documentation explicitly states “maxItems:30”, which would suggest the limit is not per extension.If I have 85 call center representatives who are signed in, how do I make sure I receive webhook call backs for all of them? Thanks for your help! 

Most of our staff use the RingCentral app on either desktop PC or MacBook. Some of them would like to receive notifications on their smart watches. Is this possible?

Hello,I’ve been using the Multi-Site IVR Settings API to fetch our sites' IVR settings, and it has been working great.However, the API documentation states:Internal identifier of a site. Please note that siteId cannot take the main-site value.Is there any way to retrieve this information through another API call?Our Main Site IVR settings are used as the defaults for many of our IVR menus, but there currently doesn't seem to be a way for us to retrieve the default values for No Input, #, or * from the Main Site.Thank you. The data exists under Company > Sites > Main Site > Company Call Handling > Default IVR settings page 

Hi, I tried dialing on our extension app but it wont let me . I keep having the same error even after uninstalling and installing the extension 

we have 4 extensions and one extension goes out intermittently and resets itself - until now.  the phone says network is down however the date and time are current and all other phones are working.  I spent three hours with tech support and to no avail.  A ticket was put in as they believed it was a bad phone that needed replaced.  took a couple days for them to reach back out but when they called back the phone was working again.  2 days later the same thing I rebooted the phone it sat for a couple days and suddenly was working.  worked again for a day and now its down again.  cant keep running to the conference room to answer the phones when i need to be at the front door and desk

We have successfully ported our phone number and it is now our Company Main number and it is the number that shows up with we make outgoing calls, but we are not able to text from this number. The previous service we used still receives texts meant for the number we ported to RingCentral and there is no way that I can know to get this fixed from the admin portal.

I need help with integrating the automator tool. I set up the flow and tested it but it doesnt work. 

I am trying to mass download all call recordings for my company. I am using this endpoint:https://developer.niceincontact.com/API/MediaPlaybackAPI#/RecordingMediaPlayback/getACDContactRecordingDataIf I provide an acd-call-id/master contact id I get from the admin portal I am able to download the recording. I need to do this for all our contacts. Is there an endpoint to list all contacts with the acd-call-id/master contact id, or a way to export a list from the admin panel? How do I get all contact ids?Thanks!

Hello there,All REST API endpoints for Ring CX Voice seem to be marked down as deprecated, however I would like to use them to retrieve calls to import into my CRM system.https://developers.ringcentral.com/engage/voice/api-reference/analyticsI see no data about replacement updated endpoints.Where are these?Thanks,Robin

HiWe have users who are reporting their RC mobile app and RC desktop app are out of sync with the RC company directory(what I see in the Admin console).The mobile app is still showing "dead" users with no way to re-sync with the main company directory to get the latest company address book.The Desktop app lists a mixture of existing, new(added in the last few days) and staff who have been removed from the Admin console and no longer active.Thoughts?ThanksMike

When our organization sends SMS messages to contacts in Pipedrive using RingCentral AppConnect, it is not logging the SMS message in Pipedrive.

Hello,I would like to request the exhaustive list of cookies, storage elements, and pixels used by RingCX Engage Messaging.For each item, we would need the following information:Purpose (technical, personalization, advertising, analytics, etc.) Classification (1st-party / 3rd-party) Type (cookie, web storage, pixel, etc.) Retention periodThis information is required for compliance and GDPR documentation purposes.Thank you in advance for your support.Best regards,Henry

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.  

I am having an issue with keeping AppConnect and our CRM contact data in sync. When you edit a contact in your CRM — change a phone number, fix a misspelled name, create a new client record, the App Connect panel doesn't pick it up. Reps see stale data on the next inbound call. The only way to refresh is the manual "Refresh Contact" button. FWhat I’ve found in looking at the documentation is that the server-side cache is AccountDataModel, keyed by (rcAccountId, platformName, contact-<phoneNumber>).. Verified directly:No TTL. models/accountDataModel.js defines exactly four fields: rcAccountId, platformName, dataKey, data. No expiry, no ttl, no purge-on-updatedAt. Rows are immortal. No sweeper. lib/cacheCleanup.js is 13 lines and only destroys CacheModel rows where expiry <= now. No AccountDataModel reference. No setInterval/cron/node-schedule anywhere in packages/core either. createContact doesn't invalidate. handlers/contact.js#L149-L201 has zero references to AccountDataModel

Hello,I have a user who likes to make quick calls by typing in a name at the keypad screen on the RingCentral Mobile app.After two characters, the app freezes up and he is forced to quit the app.I have already reinstalled the app, rebooted his phone and checked for iOS updates. The app is not company managed.Is this a known bug? I have never come across this before. Any suggestions appreciated.He is using a Apple iPhone 15 and is on iOS 26.5.​​​​​​

Our Call Center Agents (RingCX) have reported a new audio disclosure that states Ai is recording. not to be confused with the disclosure to inbound callers that lets the caller know the call is being recorded or the notification that Ai is transcribing. Inbound callers do not hear this new disclosure, but the agent does. This creates a few seconds of silence for the caller while the audio plays for the Agent. The silence before the Agent is able to speak is causing confusion with callers. How do we deactivate this recording? The Agent already knows Ai is in place. Is this attached to ACE analytics? If so, I prefer it is turned off unti la better solution is presented. The Ai recording disclosure is an audio that only recently presented itself. I appreciate insight anyone can provide.

google sheet integration, my sheet name is “ringcentral” and it says “invalid sheet name” when i try to link sheet.

I cannot figure out why some of our business voice mails are being redirected to personal voicemails. I have checked and re-checked the voicemail settings when employees complain about this happening and nothing has ever changed. I even have a template that I use so that everyone starts with the same settings when I create their lines. It happens to both Android and iPhones and is randomly happening. 

Is there a widget that will show who the agents are talking to, while in the live dashboard?

Ringcentral retired the desktop phone app, and now when I go to make calls a error message that reads “RingCentral Phone Not Installed - You weren't able to make calls because RingCentral Phone is not installed. Install RingCentral Phone first.” pops up and suggest that I download the RC desktop app that no longer exists. I deleted all files related to Ringcentral on the desktop… 

At first RC would not recognize us as anything other than 24/7 despite me changing business hours, then each persons hours.  In automations it would have text stating i was on a 24/7 schedule. So i ran the workflow with custom schedule.  Eventually RC recognized my work schedule, so i updated workflow again.  But the lack of seeing our actual work schedule correctly or not doesnt matter, either way workflow is not working as inteded. So i create a SMS workflow to trigger from 5:04PM to 11:59PM.Since i need to auto respond at night also i create another workflow for 12AM to 7:59AM.I get a message over how i want it to interact since the workflows overlap, though they dont?  I answer that and all is good….BUT the auto responder is sending from 8am to 5:04 during business hours also?RC sujpport over 1.5 hours, still doesnt work. Best i can tell system not working as intended and need help to actually setup a workflow that will auto reply SMS during hours i define for certain lines.