Skip to main content
To homepage To homepage

Admin Portal & Account Management

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

  • 673 Questions
  • 1,200 Replies
673 Questions
C
ChristianKNew Participant
asked in Admin Portal & Account Management
Licenses

We do not require as many licenses as we are paying for. Why is it so difficult to remove the number of licenses from our inventory? We are paying for over 700 licenses and we need to remove some as we have not that many employees or users.  Please help me accomplish this.

211
Mary-Community_Moderator
Community Manager
2 months ago
T
tboydIINew Participant
asked in Admin Portal & Account Management
Reporting Fraudulent Account

I was contacted by a Lisa Caroline claiming to be a recruiter with Advarra Inc. with a job opportunity. She wanted to use Ring Central to conduct an interview. I’d never heard of the company or this service before. I read a similar story to this from 2 years ago. Sadly I gave my SSN before researching this. I have so many alerts on my credit report, I’m not worried, but wanted to report this. Advarra Inc’s website states that their domain when contacting potential employees is @advarra.comThis person is using Lisa.Caroline@advarracareer.com to communicate with me on here. Why are people so comfortable with using your services for remote work fraud? I’ve found pages of other victims going back 2 years to as recent as 2 days ago (ironically when I got an email)

522
Mary-Community_Moderator
Community Manager
2 months ago
L
LachHeeleyNew Member
asked in Admin Portal & Account Management
Additional Voicemail settings

Hello, I’m currently setting up a call queue within the admin centre and working on how to configure the voicemail for missed calls. I see there’s an option to create your own voicemail using voice or text-to-speech. However, I’m having trouble finding where to edit the additional menu, such as 'press star to hear more options,' as I would like to customize it further to suit my company's preferences. Thanks

180
L
2 months ago
S
Susan2153262010Inspiring
asked in Admin Portal & Account Management
Message Only Extensions - Multiple Managers - Multiple Mailboxes

We have several message only extensions used for departments’ general voicemail only.  They are currently configured to email a distribution group with the recording attached.  Since the managers are receiving emails from multiple message only extensions it would be helpful to identify the mailbox in the subject line if the email.  Is this a possibility? My end goal is to have multiple managers monitor multiple mailboxes as efficiently as possible.  If there is a better way to approach this please share your opinions. Thank you

546
Mary-Community_Moderator
Community Manager
2 months ago
A
AB.esapcoNew Participant
asked in Admin Portal & Account Management
Intial cutover: Toll Free Numbers, best to Port or to Forward?

Hello,   newbie here, working on implementation with a go live in about 6 weeks.   Still undecided whether to port our Toll Free numbers to RC along with a few hundred DIDs, or to forward the TFNs,  at least initially, as a safety net. Any feedback on your experience is welcome!    Specific question - has anyone experienced latency / other call quality issues with forwarded numbers? 

201
Mary-Community_Moderator
Community Manager
2 months ago
V
victor-3New Participant
asked in Admin Portal & Account Management
Malware

Total AV on my PC flagged RC with PUA/IStartSurf and suggested I quarantine. Any thoughts?

70
V
3 months ago
S
Susan2153262010Inspiring
asked in Admin Portal & Account Management
Best setup for tracking calls

We have hired a third party vendor to help with call volume.  If the vendor receives a call that they cannot handle they will be transferring the call back to us.  I have setup Ring Groups and Call Queues, depending on the Department, to facilitate the call routing and have numbers to be assigned.  We also want to monitor the amount of calls being sent to us from the vendor.  Is it best to add a Custom Rule under Auto-Receptionist or add as a Direct Number to the Ring Group or Call Queue?  Is there any difference in the performance or tracking capabilities? When we were installed a few years back the install team used both scenarios but am not sure why. Thank you,

90
S
3 months ago
T
trevor-van-minnenNew Participant
asked in Admin Portal & Account Management
Numbers ported away but still in contract - No reply from Ringcentral

After being with Ringcentral for over 7 years I was offered a bundled deal for broadband and phones from BT. I checked the RingCentral admin portal and couldn’t see anywhere that I was still in contract.Ringcentral allowed our numbers to be ported to BT (which turns out is actually Ringcentral with a BT logo on it) and did not contact me to make me aware that I was still in contract.When I contacted Ringcentral to close our account I was told that there are still 8 months left with the contract as the contract autorenews for two years. Received no renewal notifciations over the last 7 years.I have sent numerous emails to our account manager and the customer experience team and only received two replies stating there is nothing they can do or why they allowed the numbers to be ported away. They no longer respond to my emails requesting a solution so now we are paying over a £1000 a month for 48 lines that are useless.

91
Mary-Community_Moderator
Community Manager
3 months ago
M
mercerwestNew Participant
asked in Admin Portal & Account Management
Day/Month/Year vs Month/Day/Year Settings?

Texts and calls in the inbox show up as Day/Month/YearThis has thrown some reps off here in USA :)Is there any way to change time logs to Month/Day/Year?

92
Mary-Community_Moderator
Community Manager
3 months ago
S
Susan2153262010Inspiring
asked in Admin Portal & Account Management
Call Queue to External Number

We have hired an outside company that will be an overflow to several call queues.  If the call isn’t picked up by a call queue member within 20 seconds the call will be forwarded to an external number.  The only place that I can find a setting to forward to an external number is during afterhours.  Am I missing something or is there another way around this? Any input would be appreciated. Thank you

792
S
3 months ago
S
StephaneDeschenesNew Participant
asked in Admin Portal & Account Management
RingCentral App for IT (MSI) auo-update

Do you know if an MSI version of the app with auto-update is available or will be available soon?

1972
S
3 months ago
B
BrianINew Participant
asked in Admin Portal & Account Management
Why is the RC Deployment Tool version specific?

Could anyone explain why the new RC Deployment Tool is version specific? If its function is just to check the web for a newer version and update the RC App shouldn't it be completely separate and not include a version of the app?The FAQ for the Deployment Tool says that while the app stays current through automatic updates, the tool itself needs to be updated every quarter? We’re already updating RC about once a quarter now so this is not really an improvement.The tool should be separate so that updating it does not impact the user and does not depend on being able to force RC to close.

991
B
3 months ago
A
adSol
asked in Admin Portal & Account Management
Unable to submit support case: lack of permissions

When I try to submit a new support case at https://support.ringcentral.com/new-case.html, I am presented with the following browser notification:Now, I am a super admin, so a lack of permissions is unlikely to be the cause. When closing the notification, the form appears and I can fill it out. Yet when finally submitting the form, another notification “Something went wrong. Please reload the page or try again later.” appears.The error has been persisting over the last two days. What I have unsuccessfully tried so far:emptied browser cache tried a different browser elevated another user to super admin and tried to submit a case with his account

292
A
3 months ago
M
mike-caronNew Participant
asked in Admin Portal & Account Management
Billing Issues

Our company was promised a credit for an entire months service.  Every time I inquire for the status of the credit, we are assigned a new account manager.  Then that person says they will look in to it.  Then when I follow up, NO Response and we are given a new representative.   I have included months of emails to our reps and NEVER hear back from them.  Simply the worst customer service I have had with a foreign company.  

516
Mary-Community_Moderator
Community Manager
3 months ago
M
MechelleKCNew Member
asked in Admin Portal & Account Management
How can I disable voicemail for call queues

We need to disable the voicemail option completely at different times of the year. We don’t have the staff to handle the number of voicemails that we get during our peak season. I have not been able to turn that feature off. In the call queue>voicemail & messages, there is not an option to turn it off. I can for after hours but not during business hours. Does anyone know how?

1111
Problem Solver
3 months ago
T
ThomasdNew Participant
asked in Admin Portal & Account Management
Extra device, no response and no resolution.

Last month I ordered 3 phones and planned to bring 1 more for a total of 4 lines. I received 3 phones, with one missing the power chord. On July 1st, my Account rep told me that I would need to return the one that didn't have a power chord, and she would send me a label. She stated they could not just send me a power chord. I figured out the old phone provider would not allow me to keep the phone I was going to bring so the account rep had me sign and order 2 additional phones. This brings the total phones I have to 5, as I continue to wait for the return label. On the 5th I received the 2 new phones and the missing power chord I was told could not be sent. Both T54 phones that came in on the 5th did not have chords. This brought my total phones to 5, with 3 power chords. Monday the 15th our new location opened and the phones will be needed, but I was stuck with 1 extra phone, and short 1 power chord. On the 17th I received 2 power chords bringing my total to 5 functional phones for my

495
Mary-Community_Moderator
Community Manager
3 months ago
tiaf_stevenrodriguez
tiaf_stevenrodriguezNew Participant
asked in Admin Portal & Account Management
Feature Request: Randomize Music on Hold

The feature I am requesting is for Hold Music.  I would like to be able to upload multiple files and have an option to RANDOMLY select one to play, so that the same file is not always played.

684
S
3 months ago
C
Cadams1New Participant
asked in Admin Portal & Account Management
more than 10 members in a simultaneous call queue

I need to add more than 10 members into a simultaneous call queue. How can I accomplish this? 

582
S
3 months ago
C
cbutcher2800New Participant
asked in Admin Portal & Account Management
Ordering wall mounts

Anyone know where in the user's admin portal can I purchase wall mounts?

282
C
4 months ago
E
Eric MolnarNew Participant
asked in Admin Portal & Account Management
Assigning a main temporary number to a site (multi-site)

Hello,We are setting up Ring Central and have a main site with a main phone number and our first ‘sub site’.  We don’t have a phone number for this site and want to1.) Assign a temporary main number to this sub site2.) Then port in our existing main number to replace this temporary numberUnfortunately, going thru all the tutorials, Google searches, etc. hasn’t really helped to sort out how to do this.Thanks in advance for any help!Eric

592
E
4 months ago
R
regNew Participant
asked in Admin Portal & Account Management
Auto-receptionist needs to go to operator after no choice first time

Is there any way to get the auto-receptionist/attendant to go to an operator extension after playing the menu message once if there is no selection? I can only see an option to go to an extension after it repeats 3 times. It seems nuts that there wouldn't be a way to go directly after playing the message once, which is a common way to do this, so I hope there is a way.

2704
Problem Solver
4 months ago
K
KatKNew Participant
asked in Admin Portal & Account Management
RingCentral Support - UK Email Address

 My email to support-UK@ringcentral.com has been returned “Recipient address rejected”.  Can you please provide a valid email.

423
Mary-Community_Moderator
Community Manager
4 months ago
T
TimKNew Participant
asked in Admin Portal & Account Management
Desktop App version

What is the current minimum version for the RingCentral desktop app

150
T
4 months ago
M
MoskiNew Participant
asked in Admin Portal & Account Management
Multiple Unique Users for One Phone Number

We are setting up a member support process. There would be one RingCentral support intake phone number. Several users would be scheduled to monitor this phone number. Can each user have unique login credentials for the single phone number?

2527
Joe Cache
4 months ago
P
PingleNew Participant
asked in Admin Portal & Account Management
Receiving multiple email messages with subject line "Account is unlinked"

Over the past week I have received multiple email messages that tell me that some unknown phone number has been unlinked from some “federation” portal. Below is an de-identified example:   Dear [Firstname Lastname], +61 (2) 99999999 was unlinked from federation "OPTUS MOBILE PTY LIMITED". Date: 7/31/2024 01:30 Thank you for using Optus Loop with RingCentral!

281
Problem Solver
4 months ago

Having trouble finding an answer?

We can’t know everything, but we can help point you in the right direction with these resources:

Terms & ConditionsCookie settings
PRODUCTS
RingEX
Message
Video
Phone
OPEN ECOSYSTEM
Developer Platform
APIs
Integrated Apps
App Gallery
Developer support
Games and rewards

RESOURCES
Resource center
Blog
Product Releases
Accessibility
QUICK LINKS
App Download
RingCentral App login
Admin Portal Login
Contact Sales
© 1999-2024 RingCentral, Inc. All rights reserved. Privacy Notice