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Admin Portal & Account Management

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

  • 704 Questions
  • 1,282 Replies
704 Questions
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shoNew Participant
asked in Admin Portal & Account Management
HELP - Files Do Not Download, they stay in perpetual pause.

When a file is shared...I click on it...it begins downloading then immediately says "paused." When clicking resume, it immediately goes back to pause. Is there something in my setting that is off? My co-workers do not have this issue and we all use Macs.

3703
Mary-Community_Moderator
Community Manager
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Charlson2032976021New Participant
asked in Admin Portal & Account Management
Call queue not show up

Issue I have is while I am on the phone, people call the "Call Queue" that I am member of, the call does not show up on the display for me to pickup. Basically I would like to answer call queue while I am on active call.

1331
Mary-Community_Moderator
Community Manager
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jeffrey-mirandaNew Participant
asked in Admin Portal & Account Management
All Agent Still Receiving Calls while Engaged in a Call

Hi RC Community, I am a super admin of our RC Phone. All of our agents are still receiving calls while engaged in another call. They are members of the call queue while the next incoming calls came from the call queues as well. Is there a way we can restrict the next incoming calls then go straight to the next available agent?

2321
Mary-Community_Moderator
Community Manager
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Lou310218026New Participant
asked in Admin Portal & Account Management
Caller ID on Transfers

How can we maintain the caller ID info from an external call coming into a specific RC extension when that person transfers to a customer services distribution list which rings many extensions?

8473
Mary-Community_Moderator
Community Manager
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jeffrey-mirandaNew Participant
asked in Admin Portal & Account Management
Agent Status (During Breaks)

I am a super admin. Is there a way I can set up additional agent states such as Lunch Break? The DND status does not fit the purpose of tracking my agent's break.

2361
Mary-Community_Moderator
Community Manager
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Michael2890970020New Participant
asked in Admin Portal & Account Management
Replacing Deskphone - Where's The Return Prepaid Shipping Label For Shipping Back The Yealink T48S I Replaced?

Where's The Return Prepaid Shipping Label For Shipping Back The Yealink T48S I Replaced? I received the new deskphone and it is functional; but I don't know where to send the Yealink T48S + Sidecar Keypanel + wires I rented from RingCentral which I no longer need now that the deskphone has been replaced?

2203
Mary-Community_Moderator
Community Manager
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Amy62573790031New Participant
asked in Admin Portal & Account Management
Can anyone tell me how many toll-free minutes are included in the "Calling Credits Package 20"?

I know we're getting overages and am working with my sales rep to get a bundle. Need to prove which bundle is enough, so I need to know how many minutes we're going over each month. The only detail on the bill is the number of calling credits packages we're auto-purchasing each month.

8950
Mary-Community_Moderator
Community Manager
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Cristy514125028New Participant
asked in Admin Portal & Account Management
How can i set my day time and after hours prompt to say different greetings??

How can i set my day time and after hours prompt to say different greetings??

2522
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randee-heerNew Participant
asked in Admin Portal & Account Management
Polycom Admin Password stops working after RC provisioning

I have used the assisted provisioning and manually provisioned my Polycom VVX 400 several times with several different phones. I've always been able to access the polycom admin menu using 456 or the password I set. I recently discovered that my password didn't work. I factory reset and then provisioned using the assisted and then manually. After provisioned my admin password whether default or reset to a custom password, neither works. What happened and why is RC locking me out of my phone??? How do I access the admin menu in my polycom phone after it's provisioned?

45343
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Judane2405601036New Participant
asked in Admin Portal & Account Management
RC Cloud Max Filesize

How can I request a feature to limit my users to a maximum size or total numbe of files saved to the cloud. Feature 1: Limit users to a maximum allowed size they can save to the RingCentral Meeting Cloud. Feature 2: Limit users to a total number of files they can save to the RingCentral Cloud.

851
Mary-Community_Moderator
Community Manager
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Jerry335704040New Participant
asked in Admin Portal & Account Management
Configure a Mediatrix 4124 with Ring Central

I am looking to test a Mediatrix 4124 (SIP 5) with Ring Central. I am struggling to identify the proper configuration to bring the system online. I have the manual provisioning that Ring Central provides for the line I am attempting to test, but I have not been able to register the device with Ring Central. (SIP Domain, Outbound Proxy, Username, Password, AuthorizationID) The mediatrix is currently on a public IP (for testing purposes only, to ensure that NAT'ing is not a problem). The unit is configured for the following DNS (1.1.1.1 & 8.8.8.8). Below are the SIP configurations available Configuration Options: SIP Port SIP Domain Registrar Host Registrar Port Proxy Host Proxy Port Outbound Proxy Host Outbound Proxy Port Presence Compositor Host Presence Compositor Port SIP User Configuration Options: Username Friend Name Other Accepted Username Authentication Options: Realm Username Password I am using the following configuration and have been unable to connect Configuration Options:

4860
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Michael2718252036New Participant
asked in Admin Portal & Account Management
Can I as an admin change volume control and DND on Polycom phones

We often get calls to the helpdesk where a user has inadvertently set their Do not disturb to on and/or set the ring/call volume to its lowest setting. Is there a method via Ring Central admin to set those back to a default state? I am using Ring Central Admin Portal on Polycom phones.

4681
Mary-Community_Moderator
Community Manager
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Galactic314465009New Participant
asked in Admin Portal & Account Management
Graduation Requirements not updating

I tried to finish sending messages, faxes, calls ... but after the status is not updated ... Hope you will see and help me ... Client ID : rEbEHd1eTUKqSWZD75_J9A

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Tina989236011New Participant
asked in Admin Portal & Account Management
How to cancel order for desk phone

How do I cancel an order for a desk phone? Cannot get anyone to answer the customer service "emergency" support line. Cannot reach our sales rep.

3722
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Christin2350811004New Participant
asked in Admin Portal & Account Management
I am having difficulty with live chat and opening a new case. Would someone from RC contact me.

On my screen there is no orange "button" to click on to access live chat. When I go to create a new case, I am allowed to confirm my information but that is it.

4281
Mary-Community_Moderator
Community Manager
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Nina426846028New Participant
asked in Admin Portal & Account Management
Default Audio Source version 20.1.10

How do I change the default audio source? I upgraded my RingCentral to version 21.1.10 and it's now default ringing my cell phone, not my desktop. Thanks, Nina Cole nina.cole@ambientetile.com

1170
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Jasen461445020New Participant
asked in Admin Portal & Account Management
How to add user self-created account to our organization account?

I have two staff that created their own RingCentral accounts for meetings before they were added to our organization. Now if I try and add them I get "This email address is already in use". The emails are not listed in our account anywhere.

1411
Mary-Community_Moderator
Community Manager
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Employee
yordanos-ayeleEmployee
asked in Admin Portal & Account Management
Feature Request: Make a way to enable "Allow users to log in with SSO or RingCentral credential" for specific users instead of the whole account

Can we make it possible to enable the setting for SSO "Allow users to log in with SSO or RingCentral credential" to be allowed for specific users instead of the whole account. At the moment, you can only enable this setting for all users and can't enable it to individual users or user roles.

1721
PhongVu
Community Manager
D
Douglas1961915012New Participant
asked in Admin Portal & Account Management
How get billing issues addressed? AutoRenew broken?

My bank indicated my charge from RingCentral was possibly fraudulent. It turns out RingCentral has way over-billed me. Again. It looks like RingCentral moved us into their highest tier plan during AutoRenew. I cannot get access to a live person via their contact prompts at the support number, cannot get a message returned, and have my call dropped after waiting over half an hour on hold. This is during stated hours though it doesn't seem to matter what time I attempt to reach them, the result is the same. Does anyone have a better way to have billing issues corrected? Plan shifting within AutoRenew has happened more than once since we signed up most of 10 years ago. In the past they had "eliminated" our low volume plan and moved us up to something more expensive. Our fees on the same low volume usage are now up about six fold and this amortizes out to twenty five dollars per call, which is obviously unacceptable. Previously, with enough persistence RingCentral would walk back some of t

7010
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cassandra-riveraNew Participant
asked in Admin Portal & Account Management
WAITING ON CORRECTED CONTRACT FOR 2 MONTHS & NOW NEED NOV & DEC OVERCHARGE CREDIT TO MY ACCOUNT SINCE MY REP IS FAILING

NEED CONTRACT UDPATED AS REP HAS FAILED SINCE OCTOBER I AM REACHING OUT TO YOU AND ALSO NEED CREDITS APPLIED TO NOV AND DEC...PLEASE AND THANK YOU!!!

2640
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dwight-birdNew Participant
asked in Admin Portal & Account Management
How the hell do you get billing mistakes fixed?

I was abruptly over billed two months ago. I tried working with billing, but was only allowed to leave messages, and to date, two months later, have not received a single response to my message. I worked with an account manager and sales person to make sure my account was set up correctly and establish what we should be charged each month. Yesterday for the third month in a row, I was over-billed again. How do you get to someone that can actually fix this.

3550
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Greg2711079015New Participant
asked in Admin Portal & Account Management
Popup menu (hover over a phone number in the CRM) not popping up

I have a new Dell computer running Win 10 and Chrome and the RC popup menu (hover over a phone number in the CRM) not popping up so I can't make phone calls. Installed the RC desktop app, added the RC Chrome extn, and authenticated my number, turned off the popup blocker, added ringcentral.com to my trusted sites in Win 10 internet setting and still no go. My old Dell computer works fine.

3800
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Daniel62474751004New Participant
asked in Admin Portal & Account Management
About Downgrading my Ringcentral subcription

I'm trying for 3 days now and no one from the specific department answers the call. They always ask why you wanted to get it done? Ask you so many useless questions and then at the end of it, They need a manager's approval and then you gotta wait around 30+ minutes and no one unholds the call. It's so frustrating !!!!!!

4130
BeckyH
Community Manager
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Louis2221398020New Participant
asked in Admin Portal & Account Management
canceling - tried last year and got charged - and want to cancel this year

We are trying to cancel - went through account manager and did not do it. Please cancel ASAP I am the owner.

7423
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Jacqueline212533066New Participant
asked in Admin Portal & Account Management
How to change date in Messaging to UK Format - e.g. 30/01/2021?

Is it possible to change the date format in messaging to the UK format e,g, 30/01/2021 rather than 01/30/2021?

1710
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