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Admin Portal & Account Management

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

  • 723 Questions
  • 1,318 Replies
723 Questions
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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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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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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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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?

293
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]

291
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.

204
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? 

131
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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Nishant GaubaNew Participant
asked in Admin Portal & Account Management
If we add external guests to a RC team chat, can they reach out to / start conversation with rest of our employees?

Can you confirm whether external guests added to a RingCentral team chat can initiate direct conversations with other employees within the organization, If yes, is there any communication restrictions or permissions that we can apply to external users within the RC platform for stopping this?

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Crystal_
Community Manager
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WDBNew Participant
asked in Admin Portal & Account Management
How long to get a response on a new case?

I opened a case on 3/20 and there is no indication it has been seen. The case has a New status and there are no replies from RC support.Will a mod please help me? I can msg my case number or whatever else you need.Thank you.

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f030164New Participant
asked in Admin Portal & Account Management
RingCentral system modifications - Existing User

We are an existing user of RingCentral and seem to have outgrown the system in it’s current set up.  I have spent over 4 hours on the phone with technicians and am not making much headway.  I need  more advanced support that can explore options.  I believe what we are trying to accomplish is fairly straightforward and not uncommon but can’t seem to move the ball forward.  Any suggestions on contacts would be greatly appreciated. 

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Shannon ONew Participant
asked in Admin Portal & Account Management
Time Issue

The time on the phones is an hour ahead and it is not changing? 

111
Problem Solver
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kjenkinsNew Participant
asked in Admin Portal & Account Management
International Calling

i have a couple of questions about international calling, 1 how would i turn it on, and only enable it for certain people, and two we do not have international calling credits with our current plan, do we need to have the credit bundle purchased to make international calls?

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Mary-Community_Moderator
Community Manager
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CSCNew Participant
asked in Admin Portal & Account Management
Fax issues -- RingCentral no Help!

We have been having issues for about 2-3 weeks already.  We’re not sure if it was even longer.Incoming/outgoing fax not being received.  Also same issue from the sender. We are a clinic in Calgary, AB Canada and it is unacceptable in providing patient car if fax is not working.TERRIBLE SERVICE FROM RINGCENTRAL.  Support wants us to keep telling the other clinics who are having issues to “report to their side, as RINGCENTRAL side is okay”. What’s more troublesome is the logs are saying either it was “sent”, “received” and mostly “unknown”.  With “Unknown”, RINGCENTRAL doesn’t investigate. I already told them that it seems to not be an isolated issue as it involved clinics who use TELUS as a provider.   RINGCENTRAL needs to go to TELUS directly to solve this.   I’ve coordinated with support, have a support ticket and still no response.  Looking at other options for a Fax and phone service that is reliable as the service has been going downhill over the past year.

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