Unanswered questions

I recently updated the key phrases and intent categories with Customer Intents within Insights.  The following day when I went to the Insights section to check the information for today, it doesn’t appear that any of the customer intents that I updated are reflected in this section.  For example, when I look at the Top Interaction Drivers, the subcategories within the drivers are reflecting the previous information.  I wanted to verify that updating this information will be reflected in the Insights section and how long does it take for it to be updated?  Will it update previous information or only update interactions going forward.

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.

Prior to late last week, all SMS and Calls made using the RC Pipedrive Integration were automatically logging in the Person & Deal, we usually work out of Deals, now, you it only logs call and sms on the Person, but if you select the Open Call Logging options on the Settings, after each call & SMS we can manually Save it and it will log on the Person and Deal we are working on.   My question is why this synch has now changed recently and if we have to manually save each time we want to log calls and sms?

More than once when adding a license, the Service API deletes all number in inventory.  This only started recently (noticed this in July and again in August) as we have had numbers in inventory for years. Here is a sample of the audit log with numbers redacted:08/27/2026 1:29 PM Service API Company Phone System > Phone Numbers > All Numbers Deleted (***) ***-0317 08/27/2026 1:29 PM Service API Company Phone System > Phone Numbers > All Numbers Deleted (***) ***-0315 08/27/2026 1:29 PM Service API Company Billing > License Purchases Purchased 1 x Office Licenses - Domestic Digital Line Unlimited Licenses  

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. 

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 business main line / mobile number was supposed to be ported over for both phone and SMS. The prior carrier has completely released the number. The SMS didn’t get ported and we’re being told by Ring Central it’s an issue with the prior carrier and not them porting incorrectly. I have confirmed with the prior carrier they have completely released the number and there should have been no issues. This has been affecting my business for 7 days and support is not doing much to assist.  It is currently registered as required under a larger company acct / umbrella. 

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.

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.

Hello,My team has been using RingCentral with the Chrome Extension to log calls directly into Pipedrive. The issue is, very often, my team is having to completely uninstall the extension and disconnect from Pipedrive, and reinstall and reconnect everything. I’ve seen people report this in the past. I was just curious if there was anything we could be doing on our side to prevent this from happening, or if there was a fix that could be implemented to prevent this in the future.

ConnectWise is a the most commonly used CRM used by MSPs.  It sure would be great to add CW to the list of CRM’s to integrate with.

Does anyone else feel that RingCentral has fallen short in supporting TCR registrations? As a customer for over 10 years, it’s disappointing to see how poorly they’re handling the process. Our registration has been declined more than 10 times, each time with a new issue, instead of addressing everything at once. We’ve already submitted a cancellation request because if we’re paying an annual fee and they can’t provide proper support, what’s the point of staying?

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?

could you please help us configure RingCentral so that when a user is disabled in Active Directory, their RingCentral account is also disabled automatically? However, when a new user is created in AD, we do not want a RingCentral account to be provisioned automatically.

How can I autoforward texts I receive through RingCentral to other users at my company?

Would there be a way to program an away state, with a time limiter, example, we know that when you go to on-break state, it timer for 15 mins. or lunch for 30 mins.would there be a way to create an Extended wrap-up state, that will be limited to 2 minutes and when the 2 minutes is over, turn the state back to available?

I have an employee that has left the company and I would like to disable their user information (phone number and extension) and replace it with our new employee.  However, when I select the 3 dots under user I receive the following message and are unable to navigate the next steps.This extension is a destination route for the following IVR menu and cannot be disabled. Name Ext. Main Menu 1001

I am trying to take the RingEX CDP Exam. The questions do not show up when you open the test. If I scroll down in the Overview it’s blank but my progress moves from 1% to 9%.  After that Section 1 shows the same blank page but does not allow me to move forward to section 2 like the overview did. 

I am looking for a report that shows the number of calls that are inbound to our main number and what option they selected from the phone tree over a specified period of time. For example, I want to know for July 8th how many calls we received during a specified time that went to option 1, option 2, etc.

We are trying to determine the number of missed calls for individual users, and I am trying to better understand how Refused Calls are being calculated in Performance Reports and how they relate to Missed Calls in Business Analytics.For example, User A is showing 12 missed calls in Business Analytics. When I download the Business Analytics call log and review the individual call logs, I am seeing scenarios such as:A call is routed to the queue and then to User A.User A does not answer the call.The call is then routed to User B.User B answers the call and the overall call is completed.However, Business Analytics records the call for User A as Not Answered / Missed without VM.Based on this, it appears that Business Analytics is counting the individual user's unanswered call leg as a missed call, even when the overall inbound call is ultimately answered by another user.Where I am having difficulty is reconciling this with Refused Calls in Performance Reports.When I download the call detai

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

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.

Which one to use when one is looking to get call data for users every end of the month?I have tried both and get totally different figures,

We didn’t change any of our setting and yesterday when the App Connect updated to v.1.7.41, immediately contacts in Bullhorn stopped syncing. We get this error message: Error finding contactDetailsPlease check if your account has permission to GET contacts. Please advise. Thank you.  

Hello there,Need some help configuring a call flow - I have a new flow. There is a hotline for printer support, after hours it will forward to general support. When it does forward to general support, it is just showing the caller ID calling the support. Is it possible to configure it such that it is showing the original queue (printer support) for the agents in the general support group? I did a quite search about using over-flow, but I cant see that option though.