Ask The Community

TCR Registration problem (rejected too many times).I am writing to express my frustration regarding the repeated rejections of my SMS TCR registration. Despite following the guidance provided by support team in detail during multiple calls, where I was assured that my submission met the required standards, my application continues to be rejected. This has become a very frustrating and time-consuming process, with each rejection presenting a new reason after a review period of approximately 20 days.The most recent rejection cited the following:"DCA2 declined sharing request for campaign C5S6IMG. Explanation: Unable to verify, needs compliant and accurate CTA information. Update with specific path for mobile opt-in, HELP instructions, STOP instructions, message frequency disclosure, "message and data rates may apply" disclosure and link to the message program privacy policy, or language referring to the privacy policy. (806)"Any advice how to resolve the pr

How can I get Ring Central to EXPEDITE my telephone number porting over. It is my existing number!!!! I have no active telephone service until this is done!!!!! Ring Central says it will be at least 2 weeks. I also ordered my phones through RC and paid $36 for overnight shipping on a Thursday and didn’t receive the phones until the following Monday afternoon!!!!

Is it possible to tell if a user used the Smartphone/pc app or deskphone to place a call? As everyone knows, you can use the Ringcentral app on your computer to place calls, and you can use a deskphone to do the same thing. Do the logs differentiate this at all? Is it possible to look at the logs and see if a user was using their Deskphone versus using a version of the app to make a call?

Registration OTP codes not received. I did not receive a code from Telegram to the email associated with the RingCentral Direct number. Please help to solve this problem as soon as possible. Thank you!

How can I make RC expedite my existing telephone number into service with them? 

We have hundreds of phones and users and are in a transition to go with RC from our old on prem Mitel equipment.. Our front desks currently use a generic user for their extension i.e. Admit 1, 2 ,3 etc. occasionally someone is out sick and a floating personnel is put in their place and currently has no issue being on the generic account using “front desk 1”’s extension and mitel app.going forward we need to phase out the generic account for accountability reasons. is there a RC feature or set up that allows a temp person to sit down at a shared desk and use the “front desk 1” extension but with their own personal account log in on a connected app so we can keep track of who is doing what? (beyond manually swapping user extensions every time they move someone around to cover). the important factor is the extension number stays the same since it’s in a directory.

I have 4 x accounts all linked. In the RingCentral Desktop app under contacts the user sees all users as contacts from all 4 accounts. Is there any way to restrict it to just see the users from the account that the user belongs to?

We have developed a desktop application that individual users log into. We are making calls using the call-out function in the API as well as getting the user's devices, extension info, and subscribing for notifications for user call sessions, so it's very user-specific. I understand from the information at this link that users can only generate JWT tokens if they have a developer account, and the individual, end users don't have developer accounts - https://developers.ringcentral.com/guide/getting-started/create-credential:"JWT tokens are created exclusively within the RingCentral Developer Console. For this reason, JWT credentials can only be created by users who have a valid developer account or role."In the section about creating tokens on behalf of other users, it also mentions that they should be in the

I am trying to access workflow and back them up via API calls. I am able to authenticate without any issues but either I do not have the right scope or that data is not exposed?  Basically trying call via this $exportUrl = "$ServerUrl/restapi/v1.0/account/~/workflows/$WorkflowId/export"Getting this error:-Error backing up workflow 103 : {  "errorCode" : "AGW-404",  "message" : "Resource not found",  "errors" : [ ]}As for JWT scope I have Call Control & Read Accounts.

We are going to use RC Faxing API to send faxes from our web application.All of the faxes will be sent using the same (admin/service) account and authorization details.However, we would like to use multiple extensions - each of them will be mapped to one of the organizations in our app. We use JWT tokens for authorization.How can I configure multiple extensions without adding more users? I need these extensions to only work for faxes, nothing more (no calls or sms). Is there a way to configure a development sandbox with multiple extension numbers for free, in order to test this solution before we will configure the real extensions for production and pay for it? Would using multiple extensions require also using separate JWT tokens for each organization? I was going to use just one account (with one JWT token) for each request to Fax API. I guess it should be sufficient to distinguish the r

Hi team,I’ve been integrating the High Volume SMS API in a production system, and I’m aware of the limitations listed in the official documentation — specifically, that MMS (e.g., images, vcards, GIFs, etc.) is currently not supported.However, I wanted to ask: Is there any supported or alternative way to send images or files (e.g., using links or another service)? Is Enhanced Business SMS the only option if I want to send rich media? Is support for MMS or media attachments in High Volume SMS currently under development or on the roadmap? My main use case is to send visual content (images or GIFs) along with appointment reminders or promotional content, ideally from an A2P-enabled number.Thanks in advance for any clarification or direction.

On the poly phones I set every phone to have shortcuts to all of our other locations. Each phone’s extension at a location is, say, 201#, and the extension that rings all the phones at that location is 201. On another page of the presence I have user extensions for the other locations, ex. 101, 102, 202, 301… These shortcuts used to work, but now none of them do, even the in-store ‘ring all phones’ extension. Now they all send you to hold music and then you’re timed out to voicemail. However, if you dial the store locations with a 0 at the end of them, ex. 1010, 1020, 2020, 3010… then it works. I could go back through all the phones and replace the user extensions with speed dials with the 1010…, but that would take forever, and they used to work. So I’m thinking there’s like one or two settings that got changed that I could change back to fix them all. Thank you!

We have Poly Edge E450 IP Phone.  I know we can set up the intercom to another user but I need to know how to set up intercom to a group or multiple users?  I know the phones have a paging system, but we need to be able to have an individual pick up the phone anywhere in the building.  We don’t have employees that stay in one place all day.  We need to be able to say “Jane?” and have that user pick up an extension closest to them and be able to talk back to the user initiating the intercom call.  Literally right now what we’re doing is “Jane, call John back at his extension.”   

Trying to setup a RingCX alert that sends an email anytime there’s an abandoned call in one of the queues specified.  It’s working to send an email, but it doesn’t send the phone number ANI of the abandoned call.  How do you set up an alert to also pass the Caller’s ANI in the email as well in the alert?I’ve tried javascript in advanced mode, but it still seems to just send a basic email regardless of any scripting in advanced mode.   Thanks in advance to anyone able to help!

The most recent updated of Ring Central removed the keypad button command that brought the keypad to the front of your window while the keypad is in a popout window. Now, the only way to get to the keypad is through the taskbar or your window switcher. The keypad area only provides a “reattach” command if in popout mode. The command button before this update was always available above the Phone command bar and made it easy to show and hide the keypad while in a popout window. Please work to add the command button back as it improved efficiency and workflow.

Anyone having issues with Mobile RC app dialing internal calls? I am getting no calls on mobile app but in PC, calls are coming. NB: external calls to RC is ringing in mobile App but internal calls doesn't ring on mobile app. tested on both Android and IOS. 

My incoming called ID information in the RingCentral Windows desktop app no longer pops-up starting about a month ago.I did not modify any settings that could have caused this issue.Disabling my Anti-Virus, Firewall, etc. did not resolve the problem.Missed calls do display in the Windows 10 notification area.The following settings are enabled:Display incoming call in the standalone windowsDisplay missed events in the taskbarDisplay incoming call in Notification enterAll assistance is appreciated!

Hello there,I’m working on a PoC to ingest RC’s call history into our data lake. I’m using the Python SDK and using an admin’s JWT to authenticate. To do that, I’m trying to call the endpoint `/restapi/v1.0/account/~/call-log` as per documentation and several questions in this forum. However, this returns the following error:HTTP 403 { "errorCode" : "InsufficientPermissions", "message" : "In order to call this API endpoint, one of the following permissions [ReadCompanyCallLog] have to be granted to the authorized user.", "errors" : [ { "errorCode" : "CMN-408", "message" : "In order to call this API endpoint, one of the following permissions [ReadCompanyCallLog] have to be granted to the authorized user.", "permissionsName" : "ReadCompanyCallLog" } ], "permissionsName" : "ReadCompanyCallLog"}I tried to find this permission but could not find it under Appli

On our salesforce ringcentral integration the pop up no longer shows the caller ID since we have updated it. It just comes up with the call queue thats the caller has rung opposed to the lead name/opp name etc.  

Hi everyone, Two months ago, my company requested a toll-free number with High Volume SMS capability. After a long wait, support confirmed that the number is now enabled for this feature.However, when I check the features of this number via the API, I only see CallerId and SmsSender — there's no A2PSmsSender.We reached out to support again, and they mentioned that they tested the number and confirmed that it should be capable of sending mass messages.But when we try to send a request to /restapi/v1.0/account/~/a2p-sms/batches, we get the following error: Parameter [from] value is invalid.Could someone help clarify why this might be happening? Is there something else that needs to be enabled on the toll-free number, or are we possibly using the wrong sender ID?Thanks in advance for any guidance!

I was wondering what happens after the 14 day trial of the https://notificationsplus.ps.ringcentral.com/ app and whether or not my RingCentral subscription includes this extension. All I am using it for is to send a webhook for inbound calls to our sales extension so I can trigger a sound to be made for the office to hear over a loud speaker. If it costs extra, I would like to know hoe much, but the AI Chat Bots are entirely useless. They have never heard of this and claim to have no idea what I am talking about.

I have a scenario where members of a call queue all have their numbers forwarded to an external number (cell phone).   I can call the members directly and the forward works correctly and the call goes to that members cell phone.However, if I call the number assigned to the call queue - the forwarding doesn’t seem to work - none of their cell phones receive the call.Is this a limitation with call queues?   Is there another way to make this work?Thanks in advance.

Dear RingCentral Support Team,

Is there a way to set a contact to give me a notification for when they come online if they are currently offline? In the Message window.

My company wants each user to be able to receive their own faxes. Each user has a number type with “Voice and Fax” enabled, so they should be able to call and fax. The plan is that the users can give their RingCentral numbers to clients so that said users can receive their own faxes rather than one user or extension receiving them all. However, every fax that I send to User A’s number seems to go to the Fax/SMS recipient who is User B. I’ve tried adjusting some settings but to no avail. Maybe it’s not possible or I’m adjusting the wrong settings or not all of them. Here’s what I’ve done so far:My number along with User A’s has their “Fax number” set to their own user’s RingCentral number (not the company’s number) in both their Caller ID settings and Fax Settings. Both my user and User A’s have access to Fax features. My number and User A’s are set to “Voice and Fax”.Assuming it is possible for individual users in our company to receive the