Unanswered questions

Hi all,We're on RingEX Advanced and want to automatically pull RingCentral Video meeting transcripts and AI Notes into our CRM.What I've tested so far:Recorded a test meeting with live transcription and AI Notes turned on. In the RingCentral app, the recording, transcript and notes all show up, and I can download the transcript manually. Called GET /rcvideo/v1/history/meetings to get the meeting ID, then GET /rcvideo/v1/history/meetings/{meetingId}. The response includes: recordings with a download URL, which works summary as text, which works transcriptions with only a reference: {"id": "<id>", "type": "LiveTranscription"} notes with only a reference: {"id": "<id>", "type": "GeneratedNotes", "status": "Processed"}

I saw the related HubSpot discussion stating that RingEX does not support voicemail drop natively. My question is specifically about the voicemail-drop feature documented for App Connect:https://appconnect.labs.ringcentral.com/users/voicemail-drop/I would like to develop a custom HubSpot connector for App Connect using RingCentral RingEX, with HubSpot contact lookup and call activity logging.Can a custom CRM connector reuse App Connect’s existing voicemail-drop feature, including its AI transfer, beep detection, and recording playback service? Are there any licensing, provisioning, or connector requirements?Also, which current developer documentation and starter project should I use?I have posted the fuller technical questions on GitHub: ringcentral/rc-unified-crm-extension#253  

I am looking for assistance viewing true stats within analytics for my agents.  I have several that show a large discrepancy between calls offered and calls answered.  Their RNA numbers are minimal but most calls are being categorized as UC Call.  Has anyone experienced this?  Does anyone know what UC Call is?  Are those calls just not being handled by any agent or are they requeuing?  I would like to know how other FIs are properly tracking your monthly production in regards to calls offered vs answered.

I updated the Jabra software yesterday. Today, the headset is flashing red and it is emitting a constant ring. I can still use the softphone by using my cellphone instead of the headset, so the phone itself is not affected. I’ve tried disconnecting and reconnecting the headset. I’ve unplugged it and plugged it back in. I’ve toggled some settings both on Jabra and on Ring Central.

I hope I describe this well enough. I have a number used as the main line for our small pharmacy. All calls to that line get transferred to a cloud-based pharmacy IVR system. It’s a standard prescription refill IVR, same as we’ve all used before.The call transfer part is easy. The hard part is that this line also needs to handle faxes because the cloud IVR cannot. A regular queue can do it…..until I forward all calls and then the queue doesn’t handle faxes. A ten-second wait before forwarding works, but that’s a lot of dead time for callers. Two seconds would be perfect, but that’s not an option. I tried adding a dummy member to the queue and forward from there….but then I remembered queue calls can’t be auto forwarded. Ideas?

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. 

I joined AIRPROS, an HVAC Contractor, as its CMO. I have never worked with RingCentral.I need to get a solid overview of its capabilities, features, etc.What is the best way to get that. Are there upcoming webinars? Thanks.

I have an automation to send a text when someone calls our number. Depending on where the call is routed, some customers are getting 2 duplicate text messages. How do I stop this and only send one?

Hi, I am running reports for our call queues and noticed that for one of our queues a member received 90 queue calls and only picked up 4 of them according to BA.  When I pull this member’s performance report for the same time frame (last work week) it only shows 4 queue calls and all 4 were picked up.  Shouldn’t the other 86 calls show up as missed?  The member’s performance report makes it look like they answer the majority of the calls they receive (the PR says they only received 68 calls total), but the BA shows the complete opposite and has at least 90 queue calls.  Which report is correct?Thanks

I connected the RingEX Admin server (https://mcp.labs.ringcentral.com/ringex/admin) to Claude as a custom connector. OAuth completes successfully and the tools load, but every API call returns {"error": "server_busy"}.Is there a known issue with this endpoint? Is there a status page I can check?Account type: Admin. Region: US.

When my Avaya J179 phones are provisioned by RingCentral, their Web Administrator Password is getting clobbered.  I don’t know what RingCentral is setting that password to.  I can reset that password to the default 27238 from the phone’s administration menu directly, and then I can login to the phone’s web interface where it prompts me to set a new password, which I can do successfully.  That password works fine until I reboot the phone for any reason, then it gets clobbered again.  This makes it impossible for me to maintain web access to my phones, practically speaking.  Can I find out what password RingCentral’s provisioning is setting for my phone’s Web Administrator access?  Or, can I do something to have RingCentral’s provisioning refrain from clobbering that password?

My MCP connection with Claude was working, but stopped last Friday. I removed and re-added the connection. I can progress to the to the Ring Central login and the get the following message. Your account was authorized, but no MCP server was found at the provided URL, or your account doesn’t have access to it. Check the server URL or your access, then try again. If this persists, share this reference with support: “ofid_df656a5d5597d7d5”. Any recommendation to fix this? I am using the https://mcp.labs.ringcentral.com/ringex/admin server URL

Hi, I'm considering Loyally’s solution to integrate RingCentral with GoHighLevel for calls and text. Has any one use them or is using them currently? Any insight is greatly appreciated. Major complication and confusing can Loyally/Ringcentral integrate with workflow potential of GHL for the automations? I understand the Loyally/RingCentral integreations works great for 1:1 direct texts

If I have my SMS number verified through Go High Level can I use it here in Ring Central?

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 for a detailed glossary of all terms related to RC analytics, agents and quality

We have downloaded the latest version of App Connect to be able to integrate with High Level CRM. App Connect prompts for our login/authorization but stalls out and will not open RingCentral .connect, help!!

Hello,We’ve been working with RingCentral Developer Support regarding GHL integration for our practice. The support team informed us that currently the GoHighLevel integration is only available with a paid integration via App Connect.They also shared this link for building an adapter or app:https://appconnect.labs.ringcentral.com/build/Our main questions are: Is the paid App Connect integration currently the only option available? If we choose to develop and publish our own application, what level of support/documentation is available for independent developers? Would using Professional Services or a trusted third-party vendor be the only way to build a reliable adapter at this point? Has anyone in the community successfully implemented a custom GHL–RingCentral integration, and if so, what path did you take? We’re just trying to determine the most cost-effective and reliable way forward for call tracking and CRM integration.Thanks in advance for any guidance!

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

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?

I have a main company number that is an Auto Receptionist and it has a call queue behind it with 2 extensions. I am unable to setup missed call text back automation for the main number which is where majority of the calls come in. It works at the extension level when someone calls the extension directly but this is not where our customers call. How can I setup an automation for a number that is not associated with an extension?

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.

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

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.