Unanswered questions

Hi  I’m trying to connect my CRM (ActiveCampaign) to RingCentral. This is what I’ve done so far:I’ve activated the “RingCentral App Connect” Chrome extension I now see the icon next to the phone number of my contacts in ActiveCampaign However, when I click that button, this is what I see:  Can you please help me understand how to fix this?  Thank you very much for your help!PCS 

I found out that ACR recordings are only kept for 90 days. How long is general call information kept in the system?

.Net SDK (from NuGet)I am trying to get a list of all phones, somewhat similar to what is shown  on Phone System>>Phone Numbers>>All Numbers. The purpose is a simple lookup to be used with the from/to numbers in the call log.The columns i think i want are: Number, Name, Assigned to, Type, Primary, UsageTypeAssigned To seems to comes from Client.Restapi.Account.Extension.List(). I can create a dictionary, using id as the .key and .name as the value. Though the api lists .primary, the .net SDK does not return it.[On a side note, the Try it out returns only 2 records. The actual call does return them all.]Client.Restapi.V2.Accounts.PhoneNumbers.Get() has .callerIdName, .phoneNumber, .type, .usageType. It also has .extension.id which can be used to get the name from the dictionary. It does not have .label/.name, nor does it have .primary.Client.Restapi.Account.PhoneNumber.List, does have .label and .primary, however, it only returns the In Use numbers, and leaves out the ones i

Hi allWeb: 22.4.20.2259 2022-11-25 17:19:21Desktop: 22.1.31.2866 Windows (x64)In the last week or so every time I boot my computer the RC deaktop app opens to the "Get Started!" screen.Why has this changed?The "Get Started!" screen is not useful in any way, opening in the Phone screen is.Does anyone else have this problem?Cheers

When attempting to create an Enchanced Business SMS Campaign the auto-reply responses are defaulting to something other than what I list. How do I fix this.

We have text auto-reply enabled under Settings > Text > Reply to all texts for our main company texting number, 8**-***-****.The auto-reply is turned on and saved, but inbound texters are not receiving the response. We intentionally have the separate Reply after hours option turned off because our business hours are extended to cover evening classes/events, and our general auto-reply is written to work for both regular and after-hours texts.Can you please confirm:Whether Reply to all texts works for shared/company numbers; Whether it should trigger on every new inbound text or only once per sender/conversation; Whether this needs to be configured through Workflow Builder / Automator instead; Whether anything on our account or number setup is preventing auto-replies from sending.Thank you.

Hello,Currently going through a weird issue with a couple of our sites, feels like we’ve tried everything but nothings fixing this one issue. Every couple days some of our phones randomly stop receiving calls, when you call the line it rings twice then audio from the call comes through for about 1-2 seconds then drops. Nothing fixes this issue, I’ve changed SIP timers TCP & UDP SIP server expire timers, Outbound proxy server expire timers, Keep alive types, Keep alive intervals (set to 20 seconds). Enabling the Rport, changing the audio codec, firmware updates, disabling SIP ALG for the site bridged router and more that I've forgotten about at this point. Its really odd since some of our sites are perfectly fine and then these 4 sites we have with these phones constantly run into this issue. A reboot is the only temp fix for it then it just breaks again. I contacted RingCentral support but so far nothing has come back after sending off packet captures when the phone is showing this

Recently RC has stopped offering the normal Polycom ATA devices we use for fax machines. I was told the Cisco ATA 192 would offer the same functionality.On multiple devices we have discovered that the internet out port on the device (labelled as "Ethernet" on the device) does not seem to function. I have spent the last week plus poking around in the online configuration utility and I cannot get this to work. I can get the device online, I can fax in and out, everything works other than the port on the device that is supposed to be used for another device to access the web will not allow a connection. I believe this has something to do with the IP address on the port being assigned to a weird value.I am still waiting on a solution from RC Support. This has stopped all fax conversions currently so hoping that either 1) there is a solution already from someone on this board or 2) help others who are stuck with this issue.

We are currently working with RingCentral support on what appears to be an issue with agent proficiency not being properly honored within skill routing, and I wanted to post here to see if any other customers are experiencing similar behavior.Our environment relies heavily on proficiency-based routing to control the order in which agents receive calls within a skill. The expectation is that agents with higher proficiency should consistently be prioritized when available.However, we have observed multiple instances where:• Agents with lower proficiency values receive calls before agents with higher proficiency values• Agents who have been available significantly longer are bypassed• Call distribution appears inconsistent with the configured proficiency orderThis behavior has been observed across multiple skills and appears intermittent, which has made troubleshooting difficult.Operationally this has a real impact for us because:• Some agents receive significantly fewer calls• Sales reps

Hi everyone,I’m experiencing a couple of issues with the RingCentral Web Connect extension and was hoping someone from the engineering team could help investigate.Issue 1: Web Connect no longer logs activity to PipedriveThe RingCentral Web Connect browser extension has stopped logging phone calls and text messages to our Pipedrive CRM.Current behavior:Calls are not logged in Pipedrive. SMS conversations are not logged in Pipedrive. I’ve attached screenshots showing the issue.Background:This integration used to work correctly. It suddenly stopped working without any intentional changes on our end. Even before it completely stopped working, the extension was very unreliable. It would frequently disconnect from Pipedrive, and the only way to get it working again was to uninstall and reinstall the Web Connect extension. Unfortunately, this became a recurring issue.Issue 2: SMS history does not sync across RingCentral appsWhen I send text messages using the RingCentral Web Connect extension

We are trying to streamline the training process for our agents. Is there a way to make the “transferring a call” process consistent between both EX and CX systems?Depending on how a call comes in to our company, example call comes in to the operator on EX, she transfers to the CX agent, Agent then tries (using SOFT PHONE APP) to do a warm transfer to another EX queue, but the options vary depending on how the original call came in. Sometimes it shows up as “conference,” or sometimes you get the “complete transfer” button. Again, it all depends on how the call comes in. Has anyone designed a 3rd party API or a end user friendly method of transferring a call? This should be a very basic process.

Is there a way to limit the Caller ID choices for users based on the site they are assigned to and only show their assigned number, only the site number(s) for the one they are assigned to and any message-only numbers assigned to that site as well (i.e. fax numbers).Currently, under Caller ID restriction settings, choosing “Allow site numbers as caller ID” and “Allow message-only number as caller ID” shows ALL of those numbers across the entire system and doesn’t limit the choices based on what site the user is in.Thanks, 

Automatic call logging appears to have stopped within the last week or so.  Went to check the settings and Log phone calls automatically is locked because Server Side Logging is enabled but I can’t remember if the switch is supposed to be off or on.I wanted to disable Server Side Logging but the Admin setting does not load the full menu as per these instructions: Logging RingCX calls via App Connect - App Connect for RingEXClicking Server Side Logging appears to start loading but then just sits on this screen.I have tried both the stable and beta releases and the same thing happens with both and I have uninstalled and reinstalled both versions and tested them separately. Anyone else having issues with Call Logging?

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.  

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

When attempting to make a call queue, and including the cost center of the queue, i get an error with Error codeCMN-109 {    "extensionNumber": "{{extension}}",    "type": "Department",    "status": "Enabled",    "contact": {        "firstName": "{{queuename}}",        "email": "{{email}}"    },    "costCenter": {        "id": "{{costCenter}}"    },    "site": {        "id": "{{siteId}}"    },    "siteAccess": "Limited",    "regionalSettings": {        "homeCountry": {            "id": "{{homeCountryId}}"        },        "timezone": {            "id": "{{timezoneId}}"        },        "language": {            "id": "{{languageId}}"        },        "greetingLanguage": {            "id": "{{languageId}}"        },        "formattingLocale": {            "id": "{{languageId}}"        }    }} 

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

One of our employees was trying to set up an out of office workflow but he kept receiving this error. He does have SMS permissions enabled, I verified on the backend and he was able to send a regular SMS message without the workflow. I was able to set up and enable the auto reply workflow with my admin permissions but the user should be able to do this himself. Does anyone have any insight?  

I have this message from the website developer. I am getting an error when trying to sync the call recordings with our systemI looked for Auth & permissions and could not find it Please let me know where it is: This is the message from the web person.----403 InsufficientPermissions"In order to call this API endpoint, application needs to have [ReadCallLog] permission"This isn't a code bug — your RingCentral app (the one tied to RINGCENTRAL_CLIENT_ID / RINGCENTRAL_JWT) is missing the ReadCallLog permission. RingCentral will keep returning 403 until that scope is added.Fix (takes ~2 minutes in RingCentral, not in code)Go to the RingCentral Developer Console → your app → Auth & Permissions (or App Settings → OAuth Settings). Under App Permissions, add: ReadCallLog (required — this is the one it's yelling about) ReadCallRecording (required so it can pull the audio file too

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.

Hello, has this happened to anyone else? My agent will end up in a “Refused” at times and the phone will not even ring. We are using Max Agent, InContact…  

Good morning,Our Vet Clinic phone line is down. We cannot send text messages, and we are not receiving calls or voice messages. 

We are having issues with SMS messages. Many are failing or taking a significant amount of time to send. The outage says SMS is functional in the Americas. Anyone else having issues?

I'm sending text messages, and they're being delivered twice. Is the same thing happening to you?

Our team is having trouble accessing the admin portal this morning. I got a “Bad Gateway” message appear after sometime. The team is also having issues toggling their queue status. When they toggle it on in the desktop app, it will toggle off and present the following error message: