Unanswered questions

Every time an agent goes to a lunch break set the correct unavailable status, I have set the timeout of that code on 47 minutes but when the agents returns to the station the session has been log out after 40 minutes, the agent sets the correct lunch break status every time.

I already walked thru a help chat 2 weeks ago on this issue and it is still happening.  My desk phone rings, i pick it up to answer and it keeps ringing, will never allow me to take the call, then goes to the computer app,  then the app on my cell phone.  I want to only use my desk phone when I’m in office and use the computer app or my cell when I am working remote.  This should be as simple as the press of a button to use my desk phone when I am in office and it’s not.  Any tips for this constantly annoying issue?

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?

Is there a way to have SMS messages automatically forwarded to another number after business hours?For example, let’s say John texts Sam’s number. Sam only works during regular business hours, but Tom handles our after-hours coverage. Tom doesn’t have access to Sam’s number, so there’s currently no way for him to see or respond to John’s text.Is there a way to set up an after-hours rule that would automatically forward any incoming texts to Sam’s number to Tom’s number, so those messages aren’t missed?

Over the last few weeks, our company has been having small little "blips" on our Polycom VVX500 devices. During these blips, company-wide an error is thrown on our Polycom saying "Line Unregistered" and we are unable to make or receive calls. These blips last for about 30 seconds, and then things go back to normal on their own. My laptop is connected to the internet via ethernet, straight from the Polycom device. And during these 30 second blips, our network does not go down, and I am still able to ping out to Google's DNS with no issue.I checked the logs on my Polycom's GUI, and see the following coinciding with whenever these blips happen:0419025151|sip |5|00|SSL_get_error nLen -1 errno 110 nError 5 = (0)error:00000000:lib(0):func(0):reason(0)0419025151|sip |4|00|TLS Listen Thread Exit0419025151|cfg |5|00|Prm|Array parameter key.x.function.prim index 324 is out of range0419025236|sip |4|00|[TLS] Server Certificate Common Name 'sip421-121.ringcentr

Good afternoon.We’ve been using RingCentral for over a year now. We’ve noticed after pushing many users to use the RingCentral mobile app on either iOS or Android...updates made to the Company Directory in RingCentral never update in the mobile app.As an example, we had a user move from the HR Department to the General Manager’s office some months ago. Her information was updated in the Admin Portal through our connection to AD. But no one’s mobile apps have her new extension, title, or department.Clearing cache in the RingCentral app settings didn’t do anything for my Android phone. The only fix that has worked is to sign out of the RingCentral app and sign back in.I can create a web support ticket if needed.

Hello there, I have an opportunity to buy 4 Grandstream GSC3506 SIP, seeing as I can’t get paging working on some of the phones in our stores (oh boy how I’ve tried), Yealink if provisioned through RC work, if RC can’t provision them for me, Paging doesn't work or i’m missing something. As for the remaining phones, Grandstream GXP2160, I figured paging is a lost cause on these as they are old and there is ZERO provisioning from RC for them.Unless someone can give me some insight on where to start with the paging setting up the un-provisioned phones Anyways are these speakers compatible with RingCentral? I looked high and low and cannot find an answer.  Thanks a million for the help :)

When a voicemail is left, it’s accessible in the Admin Portal and received as an email notification, but not in the RingCentral App. How can we access voicemail in the app, and, Can multiple users see the voicemail, and, If one user listens to the voicemail, will it mark it as “read” for all other users?

How do I uninstall from my MacBook?  It takes up too much memory and I only want to use the web browser.  When I drag to trash it WILL NOT let me delete it. HELP !!!!!!!!!!

Hello-I show Available in my status but if I make a call or video call I am BRB and no one can hear me.  I have tried to resolve this issue but nothing works

How do i use the phone numbers and contact people? When will the phone arrive? 

When I answer the phone, it now has a recording that prompts me to press 1 to answer. I looked at older answers but my system does not have the toggle to turn it off in the incoming calls section or anywhere else in the system. Any other options?

Hello,One of my users has been having an issue with RingCentral’s personal meeting room where, when a person joins the meeting and enters the waiting room, no chime / notification sound plays. For other users in our organization, that notification does play, despite their settings all being the same. In an attempt to troubleshoot this, I’ve tried to reinstall the RingCentral app, confirmed their settings would allow it (“Toggle Entry and Exit Tones”), and made sure that their Windows settings allowed notifications, all of which have not resolved the issue. 

Looking to see if anyone else has experienced this issue. We have agents calling out on the CX side and will get this Outbound congestion error about 15% of the time. There doesn’t seem to be any issue with calling out on the EX side but the issue with that is the reporting is different and its not recorded.

Can someone tell me when the Nice CXone Agent Interface training tutorial for outbound manual calls will be updated to include the new functionality and UI changes?  I believe these changes were in the last release, but the training tutorial has not caught up yet to match.  Please advise.  Thank you!

I have a user whose RC Phone App (24.3.0.47527) is stuck on RingOut. I have tried everything, including deleting the entire account and re-creating it. Still stuck on RingOut. We have lots of users where this isn’t happening, including my own account, it’s just this one new user and I can’t figure it out. 

Subject: Request to Increase Keyword-Based SMS Automation LimitDear RingCentral Automator Support Team,I hope this message finds you well.I am writing to request an increase in the automation capacity for my account. I have reached the maximum limit of 15 keyword-based auto-response automations on your platform (https://automator.labs.ringcentral.com/#/app/automations), and we require additional automations to support our operational needs.Could you please provide information regarding the following? Procedure: What steps are required to increase or expand this automation limit on our account? Pricing/Costs: Is there an additional fee associated with increasing the number of available automations? If so, please share the pricing details or available plans. I look forward to your guidance on how to proceed.Sincerely,Jorge Damián Estévez NavarroA Cuba Voy LLC / Apollo Multiservices LLCNote: My primary language is Spanish, so I would greatly appreciate it if any written correspondence r

We rely heavily on the Open CTI functionality in Salesforce, linking to our RingCentral service.  However, Salesforce is retiring Open CTI in February 2028 (see link below), in order to push their Salesforce Voice service.   While there is a bring-your-own-telco option to connect to Salesforce Voice, the service is still fairly expensive.  Is there an alternative solution that RingCentral has (or is planning to have) for those customers that are dependent on Open CTI, but are looking to avoid the additional costs for Salesforce Voice?   https://help.salesforce.com/s/articleView?id=005306437&language=en_US&type=1

Randomly some users are not receiving SMS or email notifications.  It has happened to a few employees now without any rhyme or reason.  The employees email/sms are working correctly for everything else.  Our email filter is not blocking anything and the provider is stating they are not seeing the emails hit the server.  The other strange thing is that when I change the email address on their RingCentral account to my test email address the emails still do not come through but when I change my RingCentral account to my test email address they do come through.  The other strange thing is that it “normally” corrects itself the following day without any intervention. I had previously opened a ticket with support but they keep insisting it is something on our end. Has anyone else experienced this? Thank you

My status keeps changing from Available to Invisible even though I am active on the computer. I need it not to do that. This is the new app. Ver 20.3.31.2413 Windows.

When person calls my user from an iphone and then wants to Merge (conference) another call. As soon as they hit Merge, the call to the Ring Deskphone drops immediately. This seems like it could be related to :https://community.ringcentral.com/questions/93312/cannot-merge-calls-iphone-error.htmlThis is super frustrating. I tested this on multiple ios devices with different versions and it happens on all of them. How could this be ? I have never heard of a system in which conferencing calling is effected in this way.