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Admin Portal & Account Management

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

  • 652 Questions
  • 1,140 Replies
652 Questions
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?

1437
Joe Cache
2 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!

261
Problem Solver
2 months ago
A
admin-47Participating Frequently
asked in Admin Portal & Account Management
What is the best to way to quickly remove unused RingEX licenses?

Hello,I’m wondering what is the best and fastest way to get RingEX licenses removed from our company account? I want to reduce the quantity of licenses billed to us.Usually, I’m just calling RingCentral support to ask them to do this (even though it’s not always convinient, because sometimes they are expiriencing high volumes of calls), but the last time I called they told me that it can only be done through our account manager and I was told that our manager will reach to me within 24 hours (she didn’t). I was surprised because I did not expect that such a basic action could not be performed without the approval of the account manager. The problem is that I can’t reach out to my account manager since 7/11, so I’m a bit confused now.

2638
A
3 months ago
G
GGlendonNew Participant
asked in Admin Portal & Account Management
Group Call Queue changed to old settings

Has anyone seen a Group Call Queue revert to state of when the queue was created as opposed to updates that had been made, tested and used for over month?

333
Mary-Community_Moderator
Community Manager
3 months ago
R
RadamateurNew Participant
asked in Admin Portal & Account Management
Mobile App

HI, I can't remember how to connect the mobile app to our system for a new user.  I thought I remembered sending out an invite email, but I can't find that option in the admin portal.

231
Mary-Community_Moderator
Community Manager
3 months ago
J
jack123New Participant
asked in Admin Portal & Account Management
Login in browser app vs iOS app error

My login will work in a browser window if I use my Google login but not regular email that I registered with, however, in the iOS app neither will work. This just started randomly.

1892
R
3 months ago
S
SebNew Member
asked in Admin Portal & Account Management
Some incoming calls are wrongly flagged as spam

Some long time clients are reporting that when they call, their phone number is flagged wrongly as Spam, how can I disable this feature so that their calls are no longer flagged as Spam?

581
Mary-Community_Moderator
Community Manager
3 months ago
J
Jessica2412New Member
asked in Admin Portal & Account Management
User Status When Calling Other Users

Not sure quite what I did, but suddenly if I dial another person’s extension, it not only doesn’t display their name, but doesn’t show me if they are on another call. Help! 😮

251
Mary-Community_Moderator
Community Manager
3 months ago
S
sovranbradNew Participant
posted in Admin Portal & Account Management
Users with Extensions - changing the site address for a user

Is there a way to change the site address for a user with an extension since we have multiple site locations? Here is an example below. Is there a way to change the address from 150 S Los Robles Ave Suite 750 to another location? Thanks for your help!  

221
Problem Solver
3 months ago
S
Sergio the ServantNew Participant
asked in Admin Portal & Account Management
I do not know what I did.

I wanted to make my 12 line ring central account call forward after hours to an outside phone number.  I achieved that and 11 of my lines are off line and I cannot seem to get them back.  I just need someone whe has bigger eyes and a deeper intellect to help me get both done for my small automotive shop in Fort Worth Texas.

231
BeckyH
Community Manager
3 months ago
L
Leah V.New Participant
posted in Admin Portal & Account Management
RingCentral, please provide a spam flag remediation service for your phone numbers

It recently came to my attention when I spoke with a manager at RingCentral that they do not offer a spam flag remediation service for their numbers as other similar companies do. We would pay for this extra service as part of our plan if it was available. With this service, RingCentral would monitor numbers and pro-actively negotiate with carriers to remove spam flags. They would also use analytics to discover issues with answer rates. We are a small company and it is very important that we keep our main business line free of spam flags. This service is essential and I’m very surprised that it is not offered.

211
BeckyH
Community Manager
3 months ago
M
michael-cerchiaroNew Participant
asked in Admin Portal & Account Management
Calls to CEO need intercepted by Executive Assistant then transferred (back) to CEO if need be

We need to have all external calls to our CEO - received via VA and direct dial - be answered and handled by his new Executive Assistant. After the EA handles the call, they need to either be able to transfer to the CEO’s phone (for CEO to answer), or to his voicemail.Any internal calls - via the CEO’s extension - should go directly to the CEO without involving the EA.Both the CEO and EA have separate extensions and direct dials.Been working with RC support and kept achieving solutions that would only send the call back to the EA due to forwarding rules. No resolution was achieved. We can’t be the only company in the world that is requesting this (seemingly) common set up for a CEO/EA.

281
Joe Cache
3 months ago
S
seanfrankNew Participant
asked in Admin Portal & Account Management
Enable Automatic Call Recording

I have tried adding the automatic call recording feature, but it is not working. The AI chat is abhorrent. I am assuming this is a feature I need to pay for.  

833
Joe Cache
3 months ago
A
albertfranzNew Participant
asked in Admin Portal & Account Management
Can not get ADMIN access on Polycon VVX601 ?

Have a couple Polycon VVX601 phones that I was able to login and reset the password. But not allowing me to login as as ADMIN. Goto Settings / Advanced, and only see Change User Password, and Reboot Phone; I don't see any admin features. Same with the Web Browser interface. I just de-provisioned the phones with RingCentral, is there some Ring Central password used to get to the Admin console on these phones?

1072
Joe Cache
3 months ago
R
ringcentralbigotiresadampaytonNew Participant
asked in Admin Portal & Account Management
Call Parking Location reminder tone

Is there a way to add a reminder tone on a physical phone (Yealink T46U) for a park location before it recalls?

210
R
6 months ago
R
rahul-malhotraNew Participant
asked in Admin Portal & Account Management
Incoming fax heading/header and footer - Can the settings be changed?

I recently received a fax with no heading and no date in the body of the fax. Is there a way on the user/admin side to make sure RingCentral adds Sender/Date/Time, perhaps to the bottom of the fax?

401
A
6 months ago
B
brentharkeyNew Participant
asked in Admin Portal & Account Management
Auto - Receptionist Outgoing Caller ID change

Hello All,Is it possible to change the outgoing caller ID name for a number that is set as auto receptionist?

1371
E
6 months ago
N
nbfd731New Participant
asked in Admin Portal & Account Management
When I scroll down on any admin account page it refreshes

This issue only occurring on Edge. This does NOT occur on Chrome and No I need Edge to workWhen I scroll down on any admin page it refreshesIt also asks for me to update cookiesI have cleared / deleted and refresh 1000 times Has anyone seen this????Admin Version: 24.1.0Edge for Business Version 122.0.2365.92 (Official build) (64-bit)

1091
W
7 months ago
W
will-4New Participant
asked in Admin Portal & Account Management
Unable to Submit a Support Case

I've been trying to submit a support case for two days and keep getting the message below; I've tried multiple computers/browsers and cleared caches. Anyone else experiencing this issue?

3596
I
8 months ago
D
dmenefeeNew Participant
asked in Admin Portal & Account Management
Is there a checklist on the items to complete before switching my system to ring central?

The training is how to do individual items but there does not seem to be any document to say "all these things need to be complete for a smooth change".

851
Mary-Community_Moderator
Community Manager
8 months ago
U
ukofficetestringNew Participant
asked in Admin Portal & Account Management
Not able to upgrade my account

Not able to upgrade account.

501
Mary-Community_Moderator
Community Manager
8 months ago
M
mat-1New Participant
asked in Admin Portal & Account Management
3 office locations - Each with different number

Hello, I Have gone in and done about 80% of the setup in the Admin portal, users, call groups, etc.... I am struggling with the setup of the MAIN numbers I will be porting in from our current company. We have 3 locations currently and each office has their own number. I want this to remain the same and not be subject to 1 main line. How do I setup one and then mirror the other two? The only changes I will have in the background would be which extensions are ringing at which location, that i understand.

971
W
8 months ago
D
danny-5New Participant
asked in Admin Portal & Account Management
Unable to submit a support case

After I fill out the fields for a support case, I get a Something went wrong. Please reload the page or try again later error, when I try to submit.Tried with Firefox and with Chrome. Tried 5 days ago and tried again today.

2554
P
8 months ago
K
kevinduheNew Participant
asked in Admin Portal & Account Management
Random user now Super admin/Owner

Full disclosure. We are currently using RC as a company chat only, but are evaluating it as a full phone system for our employee base of ~80.In 2020 a marketing employee Jesse H created our company profile and invited all users. He made myself Super admin and for a couple of years we had no issues. Then about 18 months ago, he and I tried to delete a user. We found we no longer had those privileges. We found that a random employee of ours, who worked for us for about 6 months and was fired, was now Super Admin/Owner.In order to login as that person I resurrected her email address, for which we now pay for monthly. We have no option to remove her, we have no option to demote her, and we have no idea how this happened in the first place. I have contacted support many times about this. I realize we are currently free customers and support is likely non-existent. However earlier this week I spoke to a gentleman who assured me this would be taken care of. He opened a support case, said

952
W
8 months ago
D
dkoeblitzNew Participant
asked in Admin Portal & Account Management
2FA times out

2fa is on by default and the code must be entered with 60 second. It takes longer than that on our network to receive email. So 2FA times out prior to the receipt of the email. How do I correct this?2nd question, can I geofence out location to not require 2FA. Then only those not at work will require 2FA.

851
W
9 months ago

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