Ask The Community

My company currently has 3 different installation versions of the RingCentral App.   Some users installed the software in the early stages of our testing via downloading and running the .EXE file.  Then we deployed to most of our users via the NON-AUTO UPDATE MSI file.   Recently, RingCentral came out with an Auto-Update version of the MSI so we tried that on a few IT folks.   Problem is that when RingCentral releases a new version, all the users at each site check in and download the software at the same time despite the majority being on the NON-AUTO Update version.This results in a massive spike on our Internet lines causing horrible call quality as well as affecting other Internet items.  I assumed the whole purpose of the NON-AUTO UPDATE version was for IT to be able to control the version, download it only ONCE and deploy it on our teams.Is this happening to anyone else as we can’t have this occuring every time RingCentral releases another version.

I see lots of other schemes for various functions in RCApp, but not to get to SMS?https://developers.ringcentral.com/guide/basics/uri-schemesIf there isn't one yet, I really think it would be nice to add something similar to this:rcapp://sms?number=<phone number>that would bring the RC app up to the conversation with the phone number, or if one doesn't exist start one.

Is there a way to organize “Text Message Templates” either alphabetically or numerically?

I’m the Super Admin for a new RingRx account. I want all faxes (we only have 1 fax number) to go to a shared fax inbox. Two users have RingRx accounts, and 2 have Video Pro accounts. How do I set this up? 

I’ve been waiting for weeks to get a response from RC about my TCR stuff. Was told on the 2nd of April when I asked for an update, that I would get an update within 48 hours, that was 6 days ago...

We love the print to fax feature. The older workstations in our office easily downloaded the driver from settings in the RC app. The newest downloads onto a new workstation do not have the little "settings" gear and don't have printer options that I can find. Help?

If I have multiple people sharing only one line on their mobile devices (so that all those people can answer incoming calls (etc), and one of those people are terminated, how do I ensure she cannot access future client communications? Can I just change the login password for the sole line? How?

It seems often when I try to text a link to someone, the message will fail. I am able to get text out by breaking the links up with a space, and other text messages seem to work. Is there some limit specifically on how text messages can be sent? Thanks!

We have multiple users who are experiencing a fast busy signal when trying to dial outgoing calls. We've been experiencing the issue increasing over the past 2 weeks. It doesn't matter if we use a "ported number" or number exclusive to RC. Also doesn't matter if we use mobile, downloaded or online app. We're under a year in our agreement and getting frustrated with tech support calls that go nowhere; wondering if this is an isolated issue for us or if this is happening to other businesses as well. Thanks for any insights.

I have several vacant extensions that are being forwarded to another employee via the “Forward all calls” feature under Incoming call rules.  Every time calls are placed to these extensions/numbers they are being flagged as “Missed” on the performance report.  I can see that the employee the calls are being forwarded to is answering the calls.  Is there a way to avoid calls being flagged as missed in this scenario?  Is there a better option than using the forward feature? Thank you

RingCentral APIs are designed to be used and tested directly in the production environment. There is no technical requirement for a separate sandbox or test environment in order to explore or integrate with the APIs.If you'd prefer to isolate development activity, using a separate developer account is an option. Whether or not to do this is entirely up to your personal preference or your organization's policies. Some developers choose to create separate accounts for development and production use cases, while others use a single account for both.This streamlined approach allows for faster iteration and eliminates the complexity and requirement of managing different environments for testing and production, unless you want to. Historical NoteIn December of 2024, RingCentral retired its developer sandbox environment. This change gre

We have spent 6 months since coming onboard at Ring and have not been able to get SMS set up after explicitly following instructions from the customer support team and having the issue escalated 6x.  Is anyone else having this problem?I am ready to cancel our contract but being told that we need to pay for the remaining 6 months!!!Ring has not fulfilled their end of the bargain supplying services we need as a business.  Has anyone sucessfully resolved this?

We are a new Ring Central customer and have been given Yealing T42S phones that were part of another provider years ago. The factory reset process of holding the OK button is not working in that we keep getting placed back to a username password entry. The same thing happens through the GUI. Any recommendation or are we simply going to have to purchase new phones? Thanks in advance. Brent

How can I add phone numbers via API in the Call Queue custom rule? I need to add some numbers to be redirected 

we have an employee that whenever they’re on a call, and a second call comes in, the employee stops hearing the first caller until the second call stops ringing (no ringing sound).i have tested that with her for quite some time. she is using the desktop app, and when she gets a call everything is okay, but when she is on an active call and someone calls her, she will stop hearing the person on the other side, until a few seconds after the the second caller hangs up.while being on the call with her, i have called from several different numbers, both RC and external, and every time i saw her RC get an incoming call, she we stop hearing me.

Need confirmation this is possible to setup voicemail email notifications to multiple users and provide specific syntax See - https://community.ringcentral.com/questions/96093/email-notifications-1.htmlSyntax applied - Example@mail.com; Example@mail.com

I have a user who is trying to use the RC Mobile app and after entering the number in the keypad and pressing the call button, it switches to her normal phone app to make the call.This is not a new user and it has only started today, but is based overseas to majority of the firm so calls would be at an international rate on her personal mobile plan.Troubleshooting steps taken so far. Restart phone, closed app, signed out of app.A new version of the app has been released in the last few days. This version works for me fine (different phone, different country though).Ringout is not on.She is able to make calls from her desktop app on her laptop so that makes it seem like her account is setup correctly and the service status for her country are also fine.

I cannot begin to articulate my frustrations with the TCR registration process as this has been going on for OVER A YEAR. Instead, I will try to summarize mine and everyone else’s frustrations below!!I have been rejected so many times it is not even funny, and there is an application fee of $22. No one explains that you can edit current brand info so if that gets rejected you automatically think you have to pay another $22 for a new application which I did several times before I realized (with no help from ring) how to edit this myself!The reasons you get rejected are extremely vague and do not give you specifics or examples on what to use instead. You have to call an 888 number based out of India and get people on the phone who BARELY speak english and have ABSOLUTELY NO IDEA what they are doing. I have spent many hours of my time (which is valuable since I make the money) completing setups over the phone with these baseline level reps that walk you through and say it

I wanted to filter call logs to see the waiting time before the client hung up. The thing is, even if you can create KPIs or tables to see something similar, you can’t use them to see the waiting time for each call received, and that is what I want. Also, the only way I found to see the details of each call is on the performance report tab, but I can’t export the settings that I want, even if I can see them on the web tab. Is there a way to export this or use KPIs on this tab, even if I can’t see where I can use or choose it?

Hello everyone,We are new to RC and so far it seems to fit our needs well. We have three users - two are in the office most of the time and the third (myself) is out and about. The other two users have Polycom desk phones, I elected to stick with the softphone. I'm running RingCentral for Mac  Release: 8.3.6.24042 on macOS Sierra. I also make frequent use of the RingCentral for Android app on my Samsung Galaxy S7 Edge.For my needs, I would really like to find the perfect wireless headset. I have pretty severe ADHD and tend to move around a lot while I'm on phone calls (especially conference calls or online meetings.) I have a set of Jabra Rox wireless earbuds that don't seem to really work with RC. My in-depth research (seriously, I've spent DAYS looking at this stuff) shows me that Plantronics is the recommended headset manufacturer of choice - that's great, I love Plantronics headsets. I used a Savi W740 at my previous job and really loved it, but

Just got a new cisco 8861 phone.  I have a direct internet connection.  It is asking for an activation code and there is none.  Please let me know the work around. 

We had a brand and campaign registered after the chaos of the start of 2023. We met with our RingCentral account manager in September to go over all our opt-out language and they assured us everything looked compliant. At the start of December, without any warning, TCR revoked our campaign and said we needed better language. We've had multiple attempts of adding language to our website and copying what other companies that TCR show as being compliant. But every time we make the suggested changes, and wait 10+ business days after re-submitting our campaign registration, we get another rejection for different reasons. We are a law firm that only uses texting to communicate with our clients, or with people who filled out the form on our website looking to speak to our law firm about their case. We don't send out mass messages, or sell the info. We include the boiler plate "text STOP to Opt-out at anytime" in our initial text messages. Has

I’m trying to access call recordings older than 90-days (we pay for 1 year of storage).  Apparently, they are available in cloud storage via the admin console.  However, I don’t have an admin console option when I log into the admin portal. I also tried to access them via “archiver”, but it doesn’t look like that ever got set up for our account. 

My team send SMS messages that include our company URL. I am trying to reduce the number of characters in our messages to better comply with the character limits of “segments” but I cannot find information on how URLs are counted as segments. 

I need to add two other members of my team to our dev account. I found this topic about adding a new developer, but when I go to the screen shown there is no "Invite New Developer" button.