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Admin Portal & Account Management

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

  • 660 Questions
  • 1,162 Replies
660 Questions
K
Kellyf02New Participant
asked in Admin Portal & Account Management
Forwarded call and now we are unable to call extension to extension to that user

We forwarded another user calls in another office location to my direct number. We can no longer call this user. We receive a recorded message that “sorry, we are unable to connect at this time”. Is there a setting we are missing to be to still call this user internally? 

20
K
8 hours ago
A
AlyobrNew Participant
asked in Admin Portal & Account Management
Custom Auto Reception message not working

Hi All, Wondering if someone can help. I have spent two hours on hold trying to get tech support to assist but can't get through. I set up a custom Auto Reception Greeting Message and have followed all the instructions on the how-to guides but it still doesn't work. 

20
A
1 day ago
S
suzanne-urashNew Participant
asked in Admin Portal & Account Management
View all blocked numbers

Is there a way to view a list of ALL of my blocked calls in the super admin portal? I only see a list of 8 blocked numbers. Also, is there a way to change the message to blocked numbers to a custom message? I don't like the options that RC currently shows (it needs to be specific that this number has been rejected, not that i don't accept numbers from the area code...stupid).

19876
Mary-Community_Moderator
Community Manager
1 day ago
M
mike-21New Participant
asked in Admin Portal & Account Management
Cant login on new computer

Trying to login on a new computer but getting this message. “This redirect failed because URL blocked. Please contact our support.”

131
Mary-Community_Moderator
Community Manager
5 days ago
E
Eren3692517020New Participant
asked in Admin Portal & Account Management
How to set up Lunch Time as afterhours?

Our office closes from 12-1pm and we have a high volume of calls that come in during this time.  The problem with this hour not being identified by RC as afterhours is that it impacts the business analytics reports and individual staff performance reports.  What is a good practice or how to set up this one hour as afterhours, so all the missed inbound calls do not get counted as missed calls? Thanks!

161
Mary-Community_Moderator
Community Manager
6 days ago
L
LindyNew Participant
asked in Admin Portal & Account Management
Cannot create support case. Keep getting error message this past week

Hello team,I having issues try to create a case this past week. I keep getting this error message on multiple browsers.Your chat bot is not helping me with getting in contact with anyone. I’ve been on hold with support phone line for 30 minutes and have not been able to reach someone.

171
BeckyH
Community Manager
12 days ago
N
Nicole WNew Participant
asked in Admin Portal & Account Management
Submitting a Formal Complaint

Does anyone have the information to submit a formal complaint to the company? According to the FCC, there should be information about this on the bill, but of course there isn’t. Here are my specific issues: Faxing works only intermittently, we’ve contacted them NUMEROUS times and get the run around every time, but I’m still paying for this As many others have stated, it is IMPOSSIBLE to reach support.  The phone line has hung up on my multiple times after being on hold.  Chat bot gives you the run-around.  You cannot create a ticket.At this point, I want to submit a formal complaint to the company, and the next step will be directly to the FCC if no resolution.

221
BeckyH
Community Manager
12 days ago
ccupani
ccupaniNew Participant
asked in Admin Portal & Account Management
Is there a RingCentral Professional that can set my entire phone system up properly for us?

Our system has not been right from Day 1. Looking for someone that knows what they are doing.

515
BeckyH
Community Manager
13 days ago
V
VoxTech
asked in Admin Portal & Account Management
It is not possible to open support tickets on RingCentral

Hello everyone, I manage a Unify Office console whose support was initially provided by ATOS Unify. A few days ago, I was informed via email that the pending tickets on the ATOS support email have been closed, and those same tickets have been opened on the RingCentral ticket portal because from that moment on, support would be managed directly by them. However, when I access https://support.ringcentral.com/case.html, I cannot find any tickets except for old ones dated 2022/2023. If I try to create 'a new case' after confirming the contact information (already set) and filling in the required fields 'product', 'category', 'subject', and 'description', it is not possible to click Next; pressing it does nothing.I tried to contact the Italian support number (in English) but after 20 minutes of hold music, I hung up the call. I am not particularly satisfied with the support service.Has anyone had the same problem?

414
V
13 days ago
R
RFO37New Participant
asked in Admin Portal & Account Management
Is there a way to separate invoicing for multiple companies under one RingCentral account?

I work for corporate with 3 companies, they’re looking for a way to divide up the invoicing per company so that the invoicing is paid per company and not to one central corporate bank account. Is there any way to do this in RingCentral? Or does anyone have a better idea I could use to implement what is being asked? Much appreciated for help provided!

81
Mary-Community_Moderator
Community Manager
14 days ago
A
Andy MacNew Participant
asked in Admin Portal & Account Management
Downloading from Admin portal

Hi. In the USER ADMIN section of the portal, I can select a list of users with extensions, for example, and click 'download' to get an excel record. There does not seem to be a similar 'download' option within the PHONES / USER PHONES section.Is that a limitation of the system or something to do with my level of access?I am trying to perform some analysis and could really do with a download option.

61
Mary-Community_Moderator
Community Manager
14 days ago
R
rramosNew Participant
asked in Admin Portal & Account Management
Unable to submit support case

Hi team,  I have been unable to submit a support case for about a month now, as I keep getting the error message “Sorry an error occurred while submitting your case” every time I try to submit one.  I have cleared my browser’s cache, used incognito, tried other device but issue persists.  Regards,Ryan 

241
Mary-Community_Moderator
Community Manager
14 days ago
F
FDapTeamParticipating Frequently
asked in Admin Portal & Account Management
TCR registration stuck in "review in progress" since 25 Jul 2024

TCR registration stuck in "review in progess" since 25 Jul 2024Have raised numerous tickets, called, and got helped with guidelines, updated everything.But the status of the two numbers we submitted for registration stuck in “review in progress” since Jul 25, until this day. No RC support ever gets back to us on what happens. Now that it just stuck there, we do not know what else to do or if there’s anything we need to update or change to get it approved.   Called - say would update, no update for almost 2 weeks. Raise Chats  - 3-4 times, also no updates, not even email to say somethingcase portals - recorded with all my cases, 3-4 of them, escalated even, no updates or responses ever.  ???? should i delete my submisisons and resubmit?  

11914
Mary-Community_Moderator
Community Manager
15 days ago
S
SH2400New Participant
asked in Admin Portal & Account Management
Login for Receptionist, no new number

Is there a way to create a log in for a receptionist, who will answer Main Number only, without having to add a new number?We are just wanting to allow them the capability to answer the main calls, but not have access to our extension or chat. Anyone has any insight into how we can manage this, without adding a number for them?

121
Mary-Community_Moderator
Community Manager
16 days ago
J
jshallenNew Participant
asked in Admin Portal & Account Management
Can I Make 2 Yealink SIP T57w Phones Ring On The Same Extension In The Office?

I use it as a “land line” of sorts and don't need 2 extensions for offices beside each other. I just want both office phones to ring if someone calls the toll free number.  the only reason I want a voip style phone is to track who calls the office and to forward call to my cell if im not at the office. 

707
Joe Cache
19 days ago
B
BenCNew Participant
asked in Admin Portal & Account Management
Alternate Caller IDs

I manage about 15 phones across 4 sites.  Each site has a primary incoming phone number.  We have a 5th phone number assigned to a call queue that is spread across 2 sites and that number represents a seperate brand.  It has its own incoming number.  When staff dial out we would like them to be able to dynamically choose in some way if they are calling on behalf of the primary site they are located at and thus use the primary caller id for that site (the sites incoming number) OR if they are calling or returning a call that came in on the brand queue that has its own caller id - then they would use that number as a caller id  - Is that even possibleThe user outbound callerid have some options but setting a delegated number didnt seem to work 

353
Joe Cache
19 days ago
M
MickeyBNew Participant
asked in Admin Portal & Account Management
CISCO CP-8841 3PCC

I bought a Cisco Cp-8841 PCC SIP phone. After connecting ethernet cable and Powering on, phone goes through initialization and then asks for an Activation Code - where do I get this code?

110
M
19 days ago
A
Andy MacNew Participant
asked in Admin Portal & Account Management
Why am I no longer able to 'create a case' in the support portal?

Kind of ironic that I can’t ask the question in a support case, so I thought I would ask the Community.

133
Mary-Community_Moderator
Community Manager
20 days ago
M
mattgutzNew Participant
asked in Admin Portal & Account Management
I do not have a phone icon on my desktop app

I have 2 offices and I used to be able to make and accept calls on my desktop using the RingCentral app.  I no longer have a phone icon in either app.  There has to be an easy answer but I can not get support from Spectrum Business!  Any help is appreciated!!

110
M
23 days ago
M
Mark62555077031New Participant
asked in Admin Portal & Account Management
Switch off RC this call is being recorded message

Hi there, does anyone know if you can switch off the RC message informing the caller that the call will be recorded? In our own message we inform our callers that the call is being recorded.

27643
W
26 days ago
M
matt-11New Participant
asked in Admin Portal & Account Management
Unable to make outgoing calls *calling is temporarily unavailable*

Hi guys,We can't make any outgoing calls in ringcentral. When trying to call, it says the following: "Sorry, something is wrong on our end, so calling is temporarily unavailable. Please try again later."The issue only happened today, and first time we encountered this type of issue. We also raised a support ticket via the ringcentral app as well. Screenshot attached. Any advise?

17624
M
26 days ago
A
adSol
asked in Admin Portal & Account Management
Cannot submit case – error "Case not submitted"

When I try to submit a case, on the last step a pop-up with the following error message appears: This error appear both in Firefox and Chromium. I do not know if it is relevant, but the developer console shows a form submission error. The first is in Firefox, the second in Chromium: 

446
Mary-Community_Moderator
Community Manager
28 days ago
H
Harry LinleyNew Participant
asked in Admin Portal & Account Management
Cannot Submit Case

I have been trying to submit a case for a few days now, I can get as far as the “How can we help?” screen but upon clicking “Next” nothing happens.

141
Mary-Community_Moderator
Community Manager
28 days ago
E
Ericv_42New Participant
asked in Admin Portal & Account Management
Setting up SSO for Testing

I am looking for a way to configure SSO without it getting forced down to all users. We want to configure and enable it, and then hand pick a test group to roll out to before we blanket the entire organization.I am looking for the settings to allow us to control per user, as well as then the best way to switch to the whole organization and enforce it once done testing.Thanks!

303
Problem Solver
1 month ago
A
Anneb2803New Participant
asked in Admin Portal & Account Management
Main phone number disappearing

Our main phone number has disappeared from our staff’s apps when phoning clients.It is not even an option on some mobiles. 

111
Problem Solver
1 month ago

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