Unanswered questions

Hello I set up a workflow automation to send an out of the office reply when I’m on lunch from 1 pm to 2 pm 4 days per week.  The automation is getting triggered anytime after 1 pm, despite it also being after 2 pm. This seems like a coding error.  Is there a work around? 

What would be a reason that hospitals can’t fax to our main fax number (when they could before) and now they can’t, but can fax to one of our numbers that we don’t list as a fax number?

We have a separate phone number for a different part of our office that we don’t have staff for at the moment.  I would like to forward that number to our main number, so we can all answer the calls and schedule patients.  I wasn’t sure how to do this?  We are using the ring central desktop phones, if that helps

I am looking to automate our post-call workflows and data storage. Could you please clarify if RingCentral supports the following capabilities either through a native integration, an API connector, or a middleware solution (like Workato or Tray.io)? Automated Call Transcript Storage: Can we automatically export and store text-based call transcripts directly into a designated Google Drive folder as soon as a call ends? Automated Analytics Reports: Can scheduled analytics reports or call logs be automatically pushed to a Google Drive folder? If these features are not natively supported, could you point me toward the specific API endpoints or webhooks our team would need to use to build this pipeline?Thank you,

After setting system up, can I change extension numbers to everyone?

Hello,I have a work flow that routes the call to an Intelligent Virtual Agent (IVA).  After the IVA handles the call and disconnects (sends a BYE) the workflow is set up to route the call to a voice queue.  However, the call never queues.  If I remove “Connect_IVA” from the workflow, the call queues with no issues.  For troubleshooting, I set all three conditions (SUCCESS, FAILED, and DISCONNECTED) to the routing node, but the call still never queues if the IVA handles the call first.  Can someone please tell me what I’m going wrong?  

Hi RingCentral team,I've confirmed that there is currently no online self-service cancellation option for my subscription. Although I signed up online, the only way to cancel is by calling customer support.Since RingCentral is headquartered in California, could you clarify how this complies with California's Automatic Renewal Law, which generally requires an online cancellation method for eligible subscriptions that were entered into online?If California customers are provided with a different cancellation process, could you explain where that option is available?If not, is RingCentral planning to implement an online click-to-cancel option to comply with California's requirements?Having to call to cancel or change my subscription for simple VideoPro is frustrating, and leaves me not wanting to use this service, when I could subscribe to Zoom and cancel easily anytime online. I am a sole business/account owner, with no employees, so no one to accidentally cancel my account, which I unde

Has anyone figured out a workaround on how to use Private Park locations without turning on HUD on the SOFT APP?

Not able to save SMS auto replay for after hours.

No sound when trying to play voicemail.  not using a headset, computer volume is up and working. tried the suggested apps to open the message, still no sound. Message plays, just unable to hear anything

I have enabled All RingCentral Users to receive Email Notifications when we receive an incoming Text Message; however, I am the only one receiving Email Notifications. How do I enable all our users to receive incoming Text Message notifications by email?

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

Hello, I noticed that the RingCX email template configurations only offer the HTML format does the text format also exist for this feature? Thanks!

I am trying to complete the RC CDP Ex Partner Learning and am registered for the Foundations module but cannot launch it, please advise.

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 

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.

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