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Admin Portal & Account Management

Questions about billing, user management, and more? Ask away!

  • 728 Questions
  • 1,327 Replies
728 Questions
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donnelly341New Participant
asked in Admin Portal & Account Management
How do I eliminate greeting on a transferred call

New Ring Central users here. When we transfer a call to another extension, the caller is hearing a 2nd recorded greeting. How do I eliminate the 2nd greeting on the transfer? Our callers do not need to hear a full second greeting. the transfer time is too long with it.

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toolsParticipating Frequently
asked in Admin Portal & Account Management
Credit Cards Not Working

Customer for over 8 years. Trying to update expired card on file. Super simple right?No.I keep getting this errorWe were not able to verify your billing information. Please confirm that the billing information is correct or provide new billing information. If you are experiencing difficulty, please contact customer service at 1-800-591-6543.I've call my bank and credit card company. Both say the card is fine. Since then I've tried 3 other cards, all experiencing the same error and all functional.Billing chat agent asked me to call. First billing agent over the phone says there's a fraud issue..to call my bank...even though I've told them I have. Next agent hang up on me. Last agent puts me on hold for 30+ minutes now.I don't get it.On top of that, they cut off our phones! 15 people sitting there for hours now. Who will be paying for all this downtime? They know there's issues with their billing system and they cut us off??No urgency from anyone. No supervisors

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MichaelChienNew Participant
asked in Admin Portal & Account Management
Ring when extensions I am monitoring receive incoming calls

Hi all,Under the RingCentral desktop app, settings, and HUD, there is the option to turn on “Ring when extensions I am monitoring receive incoming calls.”  Is it possible to turn this on remotely or from the admin portal or to have it on by default so we don’t have to turn them on one by one through the user? Thanks.

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Crystal_
Community Manager
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mdeluzNew Participant
asked in Admin Portal & Account Management
Additional Local Number

How do I remove an additional local number?

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Crystal_
Community Manager
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swtwilNew Participant
asked in Admin Portal & Account Management
How can I get my number back?

I did a port in to get my landline number into ring central and it replaced my main number. How can I get my main number back?

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Crystal_
Community Manager
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wh-jplumm erNew Participant
asked in Admin Portal & Account Management
Missing number in my Ringcentral account

I have ported in a number from Frontier to RingCentral, 419-281-2173.  This number replaced my direct line 419-496-2147 in the RingCentral Admin Portal.  The 419-496-2147 is no longer available in my RingCentral admin portal.  I need the 2147 put back on my account and tied to my user account.  I need the 2173 for my new employee starting on 5/14.  I initially asked for help on 5/2 and received a ticket # 27834934.  My personal contact number is 419-566-0652.Thank you,Jenny 

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Crystal_
Community Manager
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kellyITNew Participant
asked in Admin Portal & Account Management
Sort Call Recordings in Admin Portal by Call Length

Hey there!Is there a way to sort call recordings by call duration?For example, in the admin portal’s detailed view, I can filter by inbound or outbound calls for a specific extension within a given time frame—but I don’t see an option to filter or sort by call length (e.g., calls between X and Y minutes in length). Is that possible?Any help would be much appreciated.Thank you! 

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Hoosier85New Participant
asked in Admin Portal & Account Management
How do you cancel a RC account?

Anyone know how to easily cancel a RingCentral account?  I’ve grown tired of their terrible support.  

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Crystal_
Community Manager
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ShannonKNew Participant
asked in Admin Portal & Account Management
How do you listen to call recordings

Where can I listen to call recordings on incoming calls taken by different employees.Can I download the call?I can see the calls in my admin page but can not download or listen to the call if I didn’t make the call.The user who took the call does not have the feature to listen to recordings.

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BeckyH
Community Manager
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jack-mageeNew Participant
asked in Admin Portal & Account Management
Can I download Ring Centrals International Calling Rates plan

Where can I find Ring Centrals International Calling Rates plan

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Crystal_
Community Manager
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angiegNew Participant
asked in Admin Portal & Account Management
extension

I have an extension that cannot accept transfers or calls from myself or other extensions.  How do I fix it?

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Problem Solver
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Staci62496588028New Participant
asked in Admin Portal & Account Management
Caller ID shows spam risk

We have a couple users (Danica and Melody), who's caller ID shows "possible spam risk" to the person they are calling.

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T-SQUAREDNew Participant
asked in Admin Portal & Account Management
Call recording playback

I know how and where to listen to our employees calls to customers. My question/issue is this: I pull up a five minute call, start the playback, but the recording only lasts for as long as the receiving caller is talking; once the caller is put on hold to transfer to another employee, there’s no more recording access.Is there a way for me to get the remainder of the recording?

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Matthew36820New Participant
asked in Admin Portal & Account Management
Users did not receive Welcome Email to setup their accounts

Hi All  We have SSO Enabled but when i new user was added a Welcome Email was not sent to the user and now we can not resend the invite “You need to only select people that are in Not Activated state or Disabled state without credentials.”

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ShawnDennyNew Participant
asked in Admin Portal & Account Management
Can't log into admin portal

Getting the errors below when trying to log into admin portal for RC.  Can log in to submit a case, Chat bot is useless and told me to call and I had to go through 3 rounds of verification to get into a 20+ min call queue.  Fun.Get these as error in red when attempting to log in to admin portal.Internal error occurred. Please try again. [gen-9088757120701887659]The service is temporarily unavailable. Please try again later. If the problem persists, please contact RingCentral support. [-48059941903269550]

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Crystal_
Community Manager
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telephone-billNew Participant
asked in Admin Portal & Account Management
Browser Studio Training

Where is the RingCentral training on the new browser based Studio®?

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smitchellNew Participant
asked in Admin Portal & Account Management
Call rule to block incoming international calls

I am attempting to block incoming international numbers from reaching specific users. I do not have specific numbers, only specific countries (or all of them), and I cannot figure out how to use wildcards to block them. I have attempted things like +52, but I don't believe that is working. I have tried putting in +52*, but it doesn’t like the asterisk. Has anyone been able to make this work, or know the secret sauce on how to use wildcards?

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ipadagasParticipating Frequently
asked in Admin Portal & Account Management
FindMe Call Log

Trying to investigate and issue, just looking for clarity about this entry in the Call Log. Basically I have a user who said she did not receive a call from a customer. Looked in the Call Log to audit and found this entry.Both the numbers ending in 4662 and 3488 are her numbers. The 4662 is the number that was assigned by RC while the 3488 is the actual local area number of her phone. I’m curious as to what this FindMe result is on the call log. The documentation states it’s “Indicates a call to a coworker who appears on a user’s call rule ring list.” but I’m unclear about what that means and the link out by this documentation is just about setting up incmoing call handling. Here’s the incoming call handling for that user as well. Unsure of what the issue is, I assume user error and maybe FindMe sent the call to an app but even still 2mins is a long time to be connected and not notice. Thanks for the insights!

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alisonpinonNew Participant
asked in Admin Portal & Account Management
Contract

Office manager gone and we need information pertaining to our account. Such as terms, etc.

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Crystal_
Community Manager
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LdjacksonNew Participant
asked in Admin Portal & Account Management
How do you cancel your account?

How do you cancel your account? 

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Crystal_
Community Manager
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RobWParticipating Frequently
asked in Admin Portal & Account Management
RingCentral App - Non-autoupdate

My company currently has 3 different installation versions of the RingCentral App.   Some users installed the software in the early stages of our testing via downloading and running the .EXE file.  Then we deployed to most of our users via the NON-AUTO UPDATE MSI file.   Recently, RingCentral came out with an Auto-Update version of the MSI so we tried that on a few IT folks.   Problem is that when RingCentral releases a new version, all the users at each site check in and download the software at the same time despite the majority being on the NON-AUTO Update version.This results in a massive spike on our Internet lines causing horrible call quality as well as affecting other Internet items.  I assumed the whole purpose of the NON-AUTO UPDATE version was for IT to be able to control the version, download it only ONCE and deploy it on our teams.Is this happening to anyone else as we can’t have this occuring every time RingCentral releases another version.

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John ENew Participant
asked in Admin Portal & Account Management
How to disconnect a user sharing a line?

If I have multiple people sharing only one line on their mobile devices (so that all those people can answer incoming calls (etc), and one of those people are terminated, how do I ensure she cannot access future client communications? Can I just change the login password for the sole line? How?

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Crystal_
Community Manager
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Huron5315New Participant
asked in Admin Portal & Account Management
Huron5315

Just got a new cisco 8861 phone.  I have a direct internet connection.  It is asking for an activation code and there is none.  Please let me know the work around. 

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Problem Solver
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dcolantuonoNew Participant
asked in Admin Portal & Account Management
Admin console

I’m trying to access call recordings older than 90-days (we pay for 1 year of storage).  Apparently, they are available in cloud storage via the admin console.  However, I don’t have an admin console option when I log into the admin portal. I also tried to access them via “archiver”, but it doesn’t look like that ever got set up for our account. 

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handyappNew Participant
asked in Admin Portal & Account Management
TCR Registration Process Failure

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?

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