Unanswered questions

We previously exported call logs reports from Ring Central and the output did not have the data for offline IP Phones.  I do not require this information for my data collection.  Is it possible to filter out this information before the data is exported?  

My RingCentral account and extension are currently tied to the ultimate Super Admin role because RingCentral Professional Services set it up that way and we have yet to change it so it’s not tied to an actual user. I recently deployed our first hot desk phone and have noticed that when users are logging in or out it shows in my softphone’s call logs (*90 and *91 entries). There are also some outgoing calls in my logs that I didn’t make that are related to the group that uses the hot desk phone. It’s only a handful of calls at this point, but I was wondering if that’s expected behavior for hot desk phones or if there’s a configuration setting I’m missing. Appreciate any insight!

Hello,I'm looking for more information regarding the announced sunset of Performance Reports, which was mentioned during the June 2026 RingEX Unlocked webinar.  I have several questions that were not answered during the webinar, and I'm hoping someone from the RingCentral team or the community can provide more clarity:When will Performance Reports officially be sunset within the Reporting Portal? Will Business Analytics fully replace the functionality of Performance Reports? Can Business Analytics create and schedule reports for different groups of users, similar to how Performance Reports allowed us to separate users across multiple report subscriptions? Where can we find documentation, training, or best practices for using the new Business Analytics reporting tools?This change has a significant operational impact for our organization. I currently manage 100+ scheduled report subscriptions that are delivered daily/weekly/monthly to various offices. Before Performance Reports are retir

Hi all,We’re using RingCX embeddable from the RingCentral Git (https://github.com/ringcentral/engage-voice-embeddable/tree/master/docs) Everything works well with one exception - when logged in, agents can manage their own queues, and that’s been disabled in the main RC admin dash. How can we make the widget respect the main RC permissions? This is a huge issue and needs to be fixed ASAP. Any help is appreciated. 

Hi All,For some reason, my soft phone isn’t ringing when using the RingOut Endpoint.What am I missing?  With this url:https://platform.ringcentral.com/restapi/v1.0/account/~/extension/{{extensionId}}/ring-outAnd these headers: --request POST--header "Authorization: Bearer {{accessToken}}"--header "Content-Type: application/json"--data {{payload}} And this payload (properly quoted, of course):{  "from": { "phoneNumber": "{{fromNumber}}" },  "to":   { "phoneNumber": "{{toNumber}}" },  "playPrompt": true} I get this (encouraging) response: {  "uri" : "https://platform.ringcentral.com/restapi/v1.0/account/**********/extension/**********/ring-out/s-a...",  "id" : "s-a...",  "status" : {    "callStatus" : "InProgress",    "callerStatus" : "InProgress",    "calleeStatus" : "InProgress"  }} 

I am using Ringcentral Web version and it logs out after certain period of time without auto-filling password so I have to manually put in password each time and log back in all the time. You should make the site NOT log out until the user choose it to log out.

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.  

My company is trying to find a RingCentral third‑party application that can geo‑route inbound calls by ZIP code. I’ve been trying for a months to get this answered through RC Sales, and last week I was finally pointed to the Developers site.For context: I run nationwide marketing campaigns that rely on shared-use call flows. TV or radio spots promote a single phone number. When a viewer or listener calls, they’re prompted to enter their 5‑digit ZIP code, and the call is then transferred to a participating business in that specific area. Think of models like 1‑800‑Flowers, 888‑92‑NoPain (chiropractors). This ZIP‑based routing is essential to how our campaigns operate. I need to know whether RingCentral can support this—either natively or through a compatible third‑party solution—before I proceed with onboarding.Thank you in advance for helping me get a definitive answer.

I'm integrating RingCentral with Pipedream using the "New Inbound Message (Instant)" trigger. When Pipedream calls the extension list endpoint to populate the dropdown, it crashes with:Cannot read properties of undefined (reading 'firstName')The result is the extension dropdown won't load, so I can't select my extension and deploy the trigger.My setup:Ext 101 — Halah Ladson, 704-941-4557 (the SMS line I want to listen on) Ext 102 — "Forward to English" (a call forwarding rule, no person attached)I believe Ext 102 is returning a contact object with no firstName field, which causes the crash when the integration iterates over the list.Questions:Is there a way to add a contact name to a forwarding extension so the API returns a valid object? If not, can I get Ext 101's internal API extension ID so I can enter it manually and bypass the dropdown? Is there a filter I can add to the extension list call to return only user-type extensions (exclude forwarding rules)?Endpoint I'm hitting: GET h

I have Redtail integration set up on my desktop and it is working, but calls made and recieved in the mobile app are not transferring notes to redtail. Also, I have SMS logging enables but sms messages are not transferring to Redtail either. 

I found an old thread but did not want to revive it.  I need to either remove or reduce the volume of the sound that plays at the beginning of the page.  Using Polycom VVX model phones.  Page tone/beep too loud | Community

We are using a RingCentral recommended CyberData 011146 as the SIP paging server to integrate with our legacy paging system and amplifier.When someone initiates a page by using the hard phone key or dialing *84, we are having volume issues. It seems that RingCentral adds a "beep" tone at the start of the page. The beep tone that RingCentral adds is significantly louder than the speaking volume of the person announcing the page. We have struggled with normalizing the volume between speaking and the RingCentral beep through volume adjustments on the amp and in the CyberData web UI. We have not had good results.The CyberData SIP paging server has the ability to play its own page noise or beep when a call is connected, but it does not block the incoming RingCentral beep. It is the case that we can have both the CyberData and RingCentral beep play at the same time, or we can have the RingCentral beep alone. There appears to be no way to suppress sound for the first 0.25s of a ca

The RingCentral desktop app has a setting to disable incoming call pop-up. Is there a similar setting for the Chrome Extension?

Hi,We are seeing an issue with the RingCentral / Bullhorn integration for an inbound call received through a Call Group.One of our users received a call through our Marketing Executive Search Call Group. The user advised that the call lasted approximately 12 minutes, but Bullhorn logged the activity as only 5 seconds.Call details:Date: 24/06/2026Approximate call time: 10:55am / 10:55:39amCall Group: Marketing Executive Search Call GroupContact/caller: Arun RoweCaller phone number shown in Bullhorn: +44 7506 212460Actual call duration reported by the user: approximately 12 minutesDuration logged in Bullhorn: 5 secondsBullhorn result: AcceptedThe Bullhorn activity shows:Summary: Inbound Call from Arun RoweCaller phone number: +447506212460Date/time: 2026-06-24 10:55:39 AMDuration: 5 secondsResult: AcceptedReference: Arun RoweThe user also turned on NoteTaker during the call. The notes were amended and saved, but the NoteTaker notes did not transfer correctly to Bullhorn.Has anyone seen t

When using App Connect plugin in Chrome, syncing with Clio, if there is no contact match the app drops the Caller ID info in the history.  Instead, if no contact match, it should fall-back on the caller name in the inbound call event.  On the same account and for the same calls, the caller name is preserved in both the Teams integration and the stand-alone app.  It’s only in App Connect that names are blanked

Are there any RingCX Textel users out there that may be willing to share their experience with the platform?

We are using the List Company Call Records API to retrieve call logs and store the logs in our own database. But we are not able to determine whether a call has fully ended or not, so we can store only those logs which has full call legs.Is there a specific field in the call log response that reliably indicates that a call has been ended completely or is there any recommended approach to find this out?

HiI am new to voip and purchased 3 phones through ring central 2 cordless w76p and one desk phone t54w.However i am unable to park calls on my cordless p hones despite technical support trying many ways.tried ## 803   but immediately get reply” this call group does not accept calls”I created 3 park slots which are easily visible on display adjacent to  hard keys .(801, 802, 803).If i park call on desk phone- i can easily view on display o f cordless: “blf numbers “ with park slot lable and caller id.Anyone have any suggestions? Have gone through 8 technical help people( all  helpful but no solution)

Hello,I use an oldish but fantastic Plantronics headset C052A connected with a APU-76 USB adapter, on my W11 PC. I also use a Jabra desktop speaker on the same PC, USB connected.Both work 100% perfectly in Teams and Zoom. I can switch between them during a call and they both work reliably, and the headset never skips a beat.In Ringcentral (Desktop: 23.2.21.7380 Windows (x64) 2023-05-18 07:03:19) the Jabra works 100% OK. The Plantronics headset keeps cutting out. This is random and generally lasts for a few seconds, then sound is re-established. In a 5 min call this happens 4 or 5 times. When it cuts out, the headset "clicks" and both incoming and outgoing sound are muted. There isn't a repeatable pattern to this. This also happens when the Jabra is disconnected.I have tried downloading and using the Plantronics hub software (https://www.poly.com/gb/en/support/downloads-apps/hub-desktop) but it's no better with or without this running and allowing Ringcentral to manage

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

Hi,We are seeing an issue where RingCentral AI transcripts / call summaries are sometimes mapping call participants to the wrong contact.The issue appears inconsistent. In some calls, the participant/contact recognition seems correct, but in other calls the AI summary assigns the wrong person as the contact or labels the participants incorrectly.We already have an open support case for this issue: case #31452636. We have also recently been referenced a newer case number, #31847052, which appears to be with Tier 3 support, but we are waiting for confirmation on whether this replaced the previous case number.Could you please advise if this is a known issue with AI transcript participant recognition / contact mapping, and whether support logs should be downloaded from the RingCentral extension for each affected call?I can provide the exact call details directly through the support case rather than posting personal information here.Thanks,Lucas

Anyone else get number blocked for legitimate texts marked as spam?I am the owner of Dynasty Insurance Services LLC, an independent insurance agency operating out of St. George, UT. My business number (435) 216-1567 has been wrongfully flagged as spam and blocked from sending text messages to my own customers without any warning, justification, or opportunity to appeal before the restriction was applied. This is a serious business disruption. I was in the middle of onboarding a new customer — sending them their GEICO insurance ID cards, policy details, and follow-up instructions — when your system unilaterally cut off communication. This is a time-sensitive industry. My clients need immediate access to their policy documents and I need to be able to communicate with them. I have never engaged in spam activity. Every message I send is to consenting customers who have willingly provided their contact information as part of the insurance process. The content of my messages is en

RingCentral App Connect with Pipedrive as the CRM. Outbound CALLS log to the Pipedrive deal correctly with full detail. Outbound SMS never logs at all — no error message, the message just never appears as an activity on the Pipedrive Person or the Deal.What I've already verified:- "Log SMS conversations automatically" is ON- "Log phone calls automatically" is ON (and calls do log)- Multi-contact match behavior is set to "Prompt to select"- Contact phone numbers are normalized to E.164 (+1XXXXXXXXXX)- Re-authorized the Pipedrive connection- Texts are sent from within App Connect (not the standalone app)Since calls log fine, the connection, auth, and write path clearly work — only SMS fails to log. What would cause SMS specifically to silently not log when calls work?Also: what version of App Connect should I be on, and is there a known SMS-logging issue in recent versions?

The problem: the `interaction-metadata` response does not include several interaction-level columns that appear in the in-app "Interaction Details" historical analytics report. Specifically missing:- Product Type / Product / Product ID (the queue/product the interaction belonged to)- Term Party and Term Reason- Agent Full Name (we only get the agent ID)- Abandon Type- Original UII- Callback RequestedThese fields do exist in the Agent Segment Metadata and Global Call Type Detail reports, but those appear to be deprecated.Question: Which current, supported endpoint returns these interaction-level fields — especially the Product/queue association and Term Reason? Is the `reportsStreaming` endpoint the intended path, or is a scheduled report export currently the only way to get the complete column set? We'd prefer to build against a supported endpoint rather than a deprecated one.Thanks!

It would be helpful to send text messages at a specific time so it's more acceptable and professional, especially when it's late and we can only check it at a later time, we can at least draft a response and send it on a more acceptable time of the day.,It would be helpful to schedule text messages so we can send them at a later time when it's more acceptable by professional means.