Ask The Community

I have been running into an issue when I try to transfer a call directly to another extensions voicemail. I’d say 50% of the transferred calls end up being dropped entirely. Has anyone else run into this issue?

Strange issue. We are able to receive sms photos from most numbers. From some numbers we do not receive photos over sms. We can receive regular sms message from those same numbers. Then they send photos and get no error message and we see nothing on Ringcentral app. Just nothing shows up at all.Any idea whats going on here?

Hello,We had a bunch of missed calls for about 2 hours today in a call queue and I am wondering if it is possible to prevent users from enabling DND?(This was the reason for the missed calls)

This sounds like a really dumb question. Obviously offline means the users app is not running, likely because their PC is off.Except, that doesn’t appear to be the case. I have four users in my favorites that unless they are on a call always show offline. They are part of a queue, and those calls will route to them even though they are ‘offline’. They’ll answer the call going straight from offline to on a call and then directly back to offline when the call ends.

I am trying to connect my new poly desktop phone. Can you help me? 

Hello! My business uses Ring Central to take inbound calls from over 100 small businesses nation wide. When we need to outbound call the clients back, I have the daunting task of scrolling through a list of over 100 possible 'call from' numbers in the drop down to represent the number the client called initially. I notice the list of 'call from' numbers is sorted numerically, which is not very helpful. I'd like them to be sorted alphabetically by the name I've given them. How can I do that? This problem has slowly worsened as we took on more accounts and now seems like it could limit our growth, so it's very important to me, even if it seems like a small thing. Thank You for your serious attention to this matter.

How would I get a downloadable report of all individual user settings in a RingEX Standard environment?  Preferable I would love an Excel report or some other database/report where I could search or query the database for things like: Number of Rings per user for desktop app and mobile app List of all users where AI Assistant is enabled I can get a user report but it doesn’t show the above statistics for the user. Kinda looking for a flat file or Excel file of user settings from user hours all the way down to AI Assistant setting. Would that be something that I would have to speak to someone on a developer level or is there a Ring Central API that can pull from the Ring Central User database?

In addition to high volume of marketing emails, anyone with notification by email settings are getting a blurb in each and every email notice sent? I opted out of communications in the subscription center just to cut down on the volume from “Joe Fahrner” trying to sell me AIR (and now sending those repetitive emails to other staff!).  Unfortunately, I can’t find a way to remove or opt out the promo copy being appended to notifications by email. The promo text is larger and more prominent than the actual content.AIR fatigue at this point.  

My RingCX Admin exam appears to be frozen on a specific page. I’ve been troubleshooting this issue daily for over a week and have tried clearing my cookies and cache, using different browsers, and opening the exam in a private/incognito window, all without success. Do you have any advice on how to proceed? I don’t mind retaking the entire course if necessary. 

I was wondering if anyone has used a ring central number for setting up 2FA on accounts such as Google, Microsoft or Zoom and are there any “gotchas” that I need to be aware of? Note - I’ve read that Microsoft doesn’t like VOIP phone numbers for 2FA authentication. Has any one run into this with Microsoft, Google or Zoom accounts? I know that this question has been answered 5+ years ago, but I’m wondering if lately anyone has run into this?… Thank You!...

Has anyone ran into an issue with 23.4.26 using a ton of system resources? This is the 8th call today from staff. Various of systems with a variety of hardware specs. Seems like multiple instances running even with a fresh install. A few others I have have seem were at 100% CPU usage.

Hi everyone,I have a website integrated with RingCentral and would like to implement an AI note-taker feature within the pop up in our website.My goal is to:- Add a toggle button (Start/Stop AI Notetaker) during a call we opened that pop up-I am storing the call detail along with I need to store the notes as wellIs this feasible? if so kindly guide me to implement the featuretell me how to implement in step by step Thank you

I applied for and received an EIN from the IRS for my business.  I placed the EIN in the SMS registration field where required, and I received a message that the EIN does not match the business name on file.  I input the EIN exactly as I received it from the IRS, so I’m at a loss as to how to correct the error.Thanks!

How do we transfer a call directly to voicemail using the Poly Edge E350 phones. We can only find the ability for a regular consultive transfer which then rings on there phone (NOT WANTED) and a blind transfer which also rings there phone. We don’t want that. We want to send direct to voicemail...which is a feature on the desktop app but not the phone! How do we get the direct to voicemail softkey to show up on the phone??

Hi RingCentral community,I’m integrating the RingCentral embeddable/web phone widget into our website and using widget postMessage events to save call history.Issue:For an inbound call, if the call popup is open and the user answers from the mobile, I usually receive rc-active-call-notify with:data.call.telephonyStatus === "OnHold" But if the same inbound call is answered from the RingCentral mobile app, the browser widget sometimes receives rc-call-end-notify while:data.call.telephonyStatus is blank/missing or not reliable, and my stored value from rc-active-call-notify is also empty. Because of this, our service can incorrectly classify the call as missed even though it was answered on mobile.Questions:Is rc-active-call-notify.data.call.telephonyStatus expected to be reliable for calls answered on another device, such as RingCentral mobile? Which widget event should be

Current approach:We were relying on rc-active-call-notify and storing:case 'rc-active-call-notify': ringCentralPhoneWidget.latestActiveCallTelephonyStatus = data.call && data.call.telephonyStatus ? data.call.telephonyStatus : "";break;Then during rc-call-end-notify, we determine whether the call should be saved as missed/incoming.Problem observed:In several debugging scenarios:Incoming call arrives rc-active-call-notify fires with: telephonyStatus = "Ringing" User answers the call on mobile or RC desktop Instead of receiving another rc-active-call-notify with a connected state, we directly receive: rc-call-end-notify At this point: latestActiveCallTelephonyStatus is still

As far as I can tell the new AI Assistant note taking and transcription features are only available if the call is taken on the desktop app or phone app. What about calls that are made or received using a physical desk phone? 

Can we change the company name in the defult voicemail greeting we want to keep the defult voice 

We manage a business account on RingCentral and I recently went looking for what I assumed would be a standard admin control: the ability to block outbound calls to specific numbers, whether by extension, role, or account-wide. This is a fundamental feature for any business managing do-not-call lists or trying to enforce basic call compliance.It does not exist. Natively.What I found instead was an Ideas Portal request that has been sitting open since October 2020 with no resolution. That is over five years of admins asking for something that virtually every competing UCaaS platform offers out of the box.When I raised this with support, the conversation quickly turned toward RingCX - which, for those who haven't looked, comes in at nearly £70 per licence with compulsory professional services support on top. For a feature that should be a checkbox in the admin portal.This is not an enterprise-only problem.

Has anyone tried the new T88 series from Yealink on the RingCentral Platform.

I have integrated RingCentral in our company’s website using NodeJS ringcentral sdk and calling the endpoint /ai/ringsense/v1/public/accounts/~/domains/pbx/records/{callId}/insights. And im on RingEx Advanced Plan. Do i need ringsense addon for notes and transcription for calls?

We are a medical staffing company that requires on-call to answer issues during after hours on week nights and all day weekends. FYI our office work hours as Monday to Friday, 9 to 5.Our issue is in between on Sundays and Monday mornings hours until offices open at 9AM.Our on-call team calls me every weekend with the issue of not receiving calls from the call queue because the hours are not set correctly. My last conversation with a Ring Central support rep, suggested the hours on the work hours on Sunday from 12:00 AM to 9:00 AM will be suffice until Monday morning. However, 1 PM the on-call team reaches out to me regarding not receiving calls and indeed it turns out the calls started dropping immediately at 9 AM Sunday morning instead of Monday morning.In addition for some context, Monday has a time filled in because of our nights have to have from 5 PM when offices close to 9 AM Tuesday morning for our weeknights on-call.Please help! Our staff a

I have a TAPI application that makes my phone accessible to someone with low to no vision. This TAPI application allows me to control the phone via keyboard. A requirement of the TAPI application is that it needs a TAPI driver. Does ring central have a TAPI driver that I can use so this TAPI application - accessaphone - can control my ring central phone?

I seem to be hitting a roadblock with ACE understanding the question that is listed on the scorecard causing myself and my managers to manually review a lot of calls. This is time consuming and I am curious to know if anyone else has encountered this and what was your resolution .I have opened numerous cases with Ring and have not been able to get a resolution. For context one of the questions on our scorecard is: Did the agent repeat either the caller’s first or last name at least twice?