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When I did my onboarding, I was told that there were "no rules" (or guidance) for what info can/should be entered into a CSV file to upload to the knowledge hub but even after 2 weeks the AI is not able to correctly respond to information I’ve uploaded to the knowledge hub.

Hello! Recently, we have noticed that multiple employees are showing outgoing calls in our call log that we didn’t make. Most are later after we close or early in the morning. Now we are getting people calling us and saying that we called them. Took it to Support, but no one seems to know how to fix it. It’s getting ridiculous, and we’re wondering if we should just cancel RingCentral altogether.

What is the proper way or endpoints to request RingSense Insights I Already Have Recording_ID or sourceRecordId from call_logwhat i want as a result is the Transcription, Summary, Highlights and Etc.i keep getting  (Error retrieving RingSense insights for recording 255***15031: Resource not found) I am using python:                ringsense_response = platform.get(f'/restapi/v1.0/ai/ringsense/insights/{recording_id}')                ringsense_data = ringsense_response.json() But the result is:Record: 255***15031Action: Phone CallCall ID: AIo_P***7EY1AFrom: +12***5958Error retrieving RingSense insights for recording 255***15031: Resource not found

Is there a way to retrieve AI transcripts/notes and AI summaries of calls using the API?

Below is a snapshot of some call data for one particular agent shown in the Agent States Transition historical report on RingCX. My query is why is the Available state showing twice in a row, when the agent is not manually selecting it? For context, we allow 20 seconds after the call to fill in the disposition, followed by 10 seconds wrap up. I wondered if the first Available was actually while they were pending disposition and the second available after that is submitted, but then I would expect the second Available to be a minimum of 10 seconds to reflect the wrap time. ENGAGED - 4m 59sAVAILABLE - 7.0sAVAILABLE - 5.0sTRANSITION - 0sENGAGED - 8m 48sAVAILABLE - 9.0sAVAILABLE - 4.0sTRANSITION - 1.0sENGAGED - 4m 31s

We are using a RingCentral recommended CyberData 011146 as the SIP paging server to integrate with our legacy paging system and amplifier.When someone initiates a page by using the hard phone key or dialing *84, we are having volume issues. It seems that RingCentral adds a "beep" tone at the start of the page. The beep tone that RingCentral adds is significantly louder than the speaking volume of the person announcing the page. We have struggled with normalizing the volume between speaking and the RingCentral beep through volume adjustments on the amp and in the CyberData web UI. We have not had good results.The CyberData SIP paging server has the ability to play its own page noise or beep when a call is connected, but it does not block the incoming RingCentral beep. It is the case that we can have both the CyberData and RingCentral beep play at the same time, or we can have the RingCentral beep alone. There appears to be no way to suppress so

Hi, I am trying to see if I can get this: data programmatically through the API. I haven’t been able to see anything in the documentation and from what I’m aware this is a newer feature. Are there any plans to implement this? I understand there is a workaround by using Get on CallRecording and feeding the recording into the AI Insights/Audio endpoint, but getting this data directly and having it be the same as what is displayed to the user would be ideal.

How do I set a different voicemail greeting depending on the day and time a call is received? I want it to play a different greeting that provides an emergency phone number if the call comes in after regular business hours. 

I am trying to view SMS text messages from a couple of numbers sent to one of our lines. From my research, the SMS log should appear under the Reports section in the Reports tab, but I don’t see it.Should it automatically show up under my admin account, or do I need to create a custom report?Please advise.

For my call queue, I have 5 people.I would like the same person to always be rung first, with the rest of the members being on a rotation of longest idle first.

Some of our RingCX agents’ calls are droppping when they are working remotely and  lose connection to their VDI session over a VPN.Has anyone else come across this?  I’m wondering if anyone has come up with a workaround to keep the call active until they are able to restore their internet connection to our VPN and VDI session.  I opened a case, and was told that this feature is not available in RingCX since they cannot call the agent directly. They can only set up the call forwarding to an external number via Queue Events.Agents are using RingCX softphone in Salesforce, which runs on their VDI session. We do have the VDI plugin installed on the VDIs, and the corresponding piece installed on their laptops.  But if they have issues with their home internet, they obviously lose connection, and the call drops with our without optimization turned on.  

Some users just suddenly started not receiving calls but instead calls are just showing up as missed calls. Uninstalling and reinstalling the app temporarily fixes the issue but it returns within a short time. These same users are also experiencing the issue with their RC apps at home on their laptops (work laptops at home and desktops in the office). They are not set for call forwarding and don't have any after hours set up.Any suggestions on how to correct this issue? It's been working fine for a few weeks then this started happening this morning.

Hi folks! We were having integration with multiple different telephony service providers like RingCentral, 8x8 and 3CX, we already completed integration with RingCentral, but having some hard times with 8x8 and 3CX integrations. Today I came across to a very interesting feature in Twilio called “caller verification id” where you can make a call with a phone number but show totally different phone number to callee, I think they’re just defining what phone number to show to callee in SIP headers. we’re using RingCentral Softphone TS to make calls, we also transfer SIP messages with RingCentral, is there any possibility to show a different phone number to callee but call with totally different phone number in RingCentral Softphone TS ? If this is possible, it would really help with our pain, we would just use 1 RingCentral phone number

When I call my clients, it shows up as spam on their phones. How do I fix this? 

We currently have 2 office locations that have 2 separate accounts and I need to merge them into one, how can I do that?

We archive our SMS data (texts and attachments) routinely with the message store exports API. However, ever since 6/13 the jobs were taking hours on end to complete or failing. Now I could start a job and it would probably never complete. I did open ticket 28218998 with support and the response is basically, “Yeah it is broken. No timeline on a fix.” I asked if they could even give a rough timeline like a month, two months, or longer and nothing. It kinda feels like this API is going to be deprecated.Is anyone else also running into this with this API? Could it possibly be something on my side?Yes, I know you could use the listExtensions API to then use the listMessages API and the readMessageContent API, but it is a PIA to go down that route when message store exports worked so well.

Hello!   How do I set up a hold time warning for parked calls? I want the phones to play some sort of sound or blink the park line light to alert that that call has been parked for x amount of time and that we should really be getting back to it quickly. 

Hello!   The phones in one of the restaurants say “Off Hours Mode” in the top left even during work hours. For a while they were sending everyone to voicemail when they shouldn’t. Our other tech support for the company was able to fix this, but the phones still say “Off Hours Mode”. I checked in the admin portal for the After Hours schedule to see if that was wrong, but it’s not. Phone calls are coming through, but how do I change the phones from “Off Hours Mode”?

Where do I get our pin numbers for our voicemail.

I have attempted multiple times to port a series of AT&T IP Flex local numbers.  First I was told since all numbers terminate to a single data center, I need to submit a port order for each number.  It was rejectedSo, I was told to put “all” numbers on a single order since they all terminate to a single data center.  It was rejected.If I attempt to put 10 IP flex numbers on a single order, I am unable to change the BTN.  It populates the first number for all numbers.  I have 35 IP Flex numbers, not in sequence, to port.  Do you have any experience in port Flex numbers?How do they need to be submitted?  Do I HAVE to wait for each to be assigned a FOC and then submit the next one?  NOTHING IS WORKING and the NTD help desk is not able to provide any information.   HELP!!!!!!!!!!!!!!!!!!!!!  Thank you :) 

Hi everyone,We’re considering RingCX for our website chat solution but haven’t been able to find clear technical documentation or examples in the sales collateral provided so far.Here’s what we’re hoping to achieve—can anyone confirm if RingCX supports the following features?Customizable chat widgetWe’d like to apply our own branding, colors, and logo to the chat interface so it matches our website’s design.Native routing to RingCentral appIncoming web chats should go directly to our sales team via the RingCentral app (mobile or desktop), without requiring an additional tool or dashboard.Spam/bot protectionIdeally the chat should include CAPTCHA, or at minimum require name and email before starting a conversation.Offline visibility controlWe’d prefer that the chat widget is hidden or disabled outside of business hours (not just showing an away message

Hi folks!We were registering a webhook for receiving inbound call events, but we’re doing it for our every single user’s connected account.Won’t this be a problem when I’ve 1k or 10k registered webhook events ?By the way, I’m registering my webhook like this:curl -X POST 'https://platform.ringcentral.com/restapi/v1.0/subscription' \ -H 'Content-Type: application/json' \ -H 'Authorization: Bearer [ACCESS_TOKEN_OF_CONNECTED_ACCOUNT]' \ -d '{ "eventFilters": ["/restapi/v1.0/account/[ACCOUNT_ID]/telephony/sessions"], "expiresIn": 31536000, "deliveryMode": { "transportType": "WebHook", "address": "[WEBHOOK_URL]" } }'  

Hello!We have two users on Windows 11 who receive the following error message when attempting to make or answer calls in the RingCentral App:Access to your Microphone is blocked. Change your system settings to allow RingCentral to use your microphone.So far as I can tell, Windows Privacy settings permit the RingCentral App permission to access the microphone, the microphone settings themselves work well with other applications such as Teams without issue and RingCentral also works on the same devices through the Chrome browser.About information is as follows:

I want to make sure illegal/unethical conversation is not occurring using company resources.  How do I monitor employee conversations?

I set the call logging preferences by turning off Call Type “Missed calls with or without voicemail” however, the incoming missed calls are still being logged in CRM activity.