Unanswered questions

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… 

I'm building an application where an operator may need to place a 911 call on behalf of someone at a location that:Is different from where the operator is physically located Changes dynamically at runtime (i.e. it is not known in advance)I understand that E911 is designed to address dispatchable location requirements for VoIP calls, but I'm struggling to find a clear, reliable API approach for this scenario. My key concern is timing: even if I update the registered E911 location via API immediately before the call is placed, I cannot guarantee that the updated location will be propagated to the PSAP before the call is answered. Can you please point me to the best practice and API set to use in this scenario ? thank you in advance. 

Qué tal,  Solicito soporte ya que la extensión de ring central para pipedrive no está registrando las llamadas generadas o recibidas en pipedrive.  Ya se reinstaló la extensión para crhome varias veces con login y no hay cambios.  saludos

Hello, Now that the RingCentral phone app is being retired forcing the use of the RingCentral Desktop app receptionists can no longer share the same RingCentral account due to MFA.  The operating hours of our locations are quite extensive so receptionists work in shifts sharing the same computer and telephone with some employees working at multiple locations.  My current setup is such that there is one RingCentral account associated with the reception desk’s extension for each location to be use by whoever happens to be covering the phones for that day/evening.  Since this scenario will no longer work with the RingCentral Desktop app what options are there? Any suggestions would be appreciated. Thank you

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.

Strange issue. We are able to receive sms photos from most numbers. From some numbers we do not receive photos over sms. We can receive regular sms message from those same numbers. Then they send photos and get no error message and we see nothing on Ringcentral app. Just nothing shows up at all.Any idea whats going on here?

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. 

Hello,We had a bunch of missed calls for about 2 hours today in a call queue and I am wondering if it is possible to prevent users from enabling DND?(This was the reason for the missed calls)

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.

Hello! My business uses Ring Central to take inbound calls from over 100 small businesses nation wide. When we need to outbound call the clients back, I have the daunting task of scrolling through a list of over 100 possible 'call from' numbers in the drop down to represent the number the client called initially. I notice the list of 'call from' numbers is sorted numerically, which is not very helpful. I'd like them to be sorted alphabetically by the name I've given them. How can I do that? This problem has slowly worsened as we took on more accounts and now seems like it could limit our growth, so it's very important to me, even if it seems like a small thing. Thank You for your serious attention to this matter.

In addition to high volume of marketing emails, anyone with notification by email settings are getting a blurb in each and every email notice sent? I opted out of communications in the subscription center just to cut down on the volume from “Joe Fahrner” trying to sell me AIR (and now sending those repetitive emails to other staff!).  Unfortunately, I can’t find a way to remove or opt out the promo copy being appended to notifications by email. The promo text is larger and more prominent than the actual content.AIR fatigue at this point.  

My RingCX Admin exam appears to be frozen on a specific page. I’ve been troubleshooting this issue daily for over a week and have tried clearing my cookies and cache, using different browsers, and opening the exam in a private/incognito window, all without success. Do you have any advice on how to proceed? I don’t mind retaking the entire course if necessary. 

I was wondering if anyone has used a ring central number for setting up 2FA on accounts such as Google, Microsoft or Zoom and are there any “gotchas” that I need to be aware of? Note - I’ve read that Microsoft doesn’t like VOIP phone numbers for 2FA authentication. Has any one run into this with Microsoft, Google or Zoom accounts? I know that this question has been answered 5+ years ago, but I’m wondering if lately anyone has run into this?… Thank You!...

Has anyone ran into an issue with 23.4.26 using a ton of system resources? This is the 8th call today from staff. Various of systems with a variety of hardware specs. Seems like multiple instances running even with a fresh install. A few others I have have seem were at 100% CPU usage.

Hi everyone,I have a website integrated with RingCentral and would like to implement an AI note-taker feature within the pop up in our website.My goal is to:- Add a toggle button (Start/Stop AI Notetaker) during a call we opened that pop up-I am storing the call detail along with I need to store the notes as wellIs this feasible? if so kindly guide me to implement the featuretell me how to implement in step by step Thank you

Hello,We are using RingCentral as our communication platform.Our clients/partners send files (mostly PDF and images) via Email or RingCentral directly.So the question being whether RingCentral does virus scanning when an attachment is sent (like pdf or image)Best Regards

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?

I applied for and received an EIN from the IRS for my business.  I placed the EIN in the SMS registration field where required, and I received a message that the EIN does not match the business name on file.  I input the EIN exactly as I received it from the IRS, so I’m at a loss as to how to correct the error.Thanks!

All of a sudden my RingCentral web extension stopped logging my calls and text messages into my CRM, which is Pipedrive. I keep getting a notification in the RingCentral extension pop-up that says to check the settings for RingCentral authorization in the CRM or CRM authorization and everything seems fine. What are my next steps to get RingCentral to log all of my call and text activities? 

How do we transfer a call directly to voicemail using the Poly Edge E350 phones. We can only find the ability for a regular consultive transfer which then rings on there phone (NOT WANTED) and a blind transfer which also rings there phone. We don’t want that. We want to send direct to voicemail...which is a feature on the desktop app but not the phone! How do we get the direct to voicemail softkey to show up on the phone??

Hi RingCentral community,I’m integrating the RingCentral embeddable/web phone widget into our website and using widget postMessage events to save call history.Issue:For an inbound call, if the call popup is open and the user answers from the mobile, I usually receive rc-active-call-notify with:data.call.telephonyStatus === "OnHold" But if the same inbound call is answered from the RingCentral mobile app, the browser widget sometimes receives rc-call-end-notify while:data.call.telephonyStatus is blank/missing or not reliable, and my stored value from rc-active-call-notify is also empty. Because of this, our service can incorrectly classify the call as missed even though it was answered on mobile.Questions:Is rc-active-call-notify.data.call.telephonyStatus expected to be reliable for calls answered on another device, such as RingCentral mobile? Which widget event should be used to know the final disposition of an inbound call? Does rc-call-end-notify.data.call include a stable ID, like t

Current approach:We were relying on rc-active-call-notify and storing:case 'rc-active-call-notify': ringCentralPhoneWidget.latestActiveCallTelephonyStatus = data.call && data.call.telephonyStatus ? data.call.telephonyStatus : "";break;Then during rc-call-end-notify, we determine whether the call should be saved as missed/incoming.Problem observed:In several debugging scenarios:Incoming call arrives rc-active-call-notify fires with: telephonyStatus = "Ringing" User answers the call on mobile or RC desktop Instead of receiving another rc-active-call-notify with a connected state, we directly receive: rc-call-end-notify At this point: latestActiveCallTelephonyStatus is still "Ringing" or sometimes null UI answer button may still be visible CRM incorrectly logs the call as missed We also noticed behavior changes while debugging:With breakpoints/debugger enabled, sometimes the correct event arrives later Without debugger, the issue reproduces mo

Hello Team,We have an in-house developer team and are wondering if we can handle the integration of the HighLevel platform ourselves. Would we need any special support or guidance from your side? Alternatively, it would be great if you could share any documentation related to the integration process.Looking forward to your response.

Looking to send an API call when a call is answered, there does not seem to be a filter or trigger event for call connected.Any suggestions?

Can we change the company name in the defult voicemail greeting we want to keep the defult voice