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Does RingCentral provide service account concept to integrate RingCentral with external platforms like Salesforce? We are trying to build an integration to retrieve Call Transcript using RingSense API. Also, is it required for all users using RingCentral to have the RingSense license too? Or having only 1 license be sufficient to access transcripts for all call logs across all company users? Please let me know. Thanks

Hiusing this page:RingCentral RingEX API Reference | RingCentral DevelopersI was trying out: “Get Recording Insights”, specifying an account id and a recordingid (both exist, I can retrieve the recording via the api), but I get:{ "errors": [ { "errorCode": "RAH-3001", "message": "Insights not found for the provided recording", "errorDetails": { "errorMessage": "Call not found with sourceRecordId: 100827xxxxxxx and source pbx in account 171xxxxxxx" } } ] }What are the steps I need to take to get this working?

 I am trying to determine if the Desktop application for a specific extension is manually being logged out of, or there is a connection issue. Both will indicates a offline status. Is there a way to monitor when it is offline so I can audit if this is a internet problem or the end user actually logging out of the desktop app. Is there a way for Admin to log the extension back on, not enable or disable because they status show offline?  I have found some information about setting the presence, but I am not sure that will help. 

I successfully registered my number and got it approved.  I can receive SMS, but cannot reply because it still says I’m not registered.  Everything in the RingCentral admin portal indicates that I am already registered.

Does anyone else feel that RingCentral has fallen short in supporting TCR registrations? As a customer for over 10 years, it’s disappointing to see how poorly they’re handling the process. Our registration has been declined more than 10 times, each time with a new issue, instead of addressing everything at once. We’ve already submitted a cancellation request because if we’re paying an annual fee and they can’t provide proper support, what’s the point of staying?

Hi all,Our current setup is incoming calls are routed to a Call Queue with only 1 member in the queue, our receptionist, as all calls are required to be answered by a person.  The calls will come in, after the company greeting is played, then the receptionist’s extension rings so she can answer the call.  However, if she needs to go to restroom or to lunch or absent for the day, our old phone system can just have her forward her calls to another person and all is done.  With RingCentral we noticed if she turns on her forwarding, it doesn’t do anything.  Her extension doesn’t ring, nor does the person forwarded to.  The call will just ring and ring until time out and goes to voicemail.The only way I found to do this is to setup a secondary queue and enable Forward All Queue Calls.  But this has to be done by me and I rather the receptionist able to do this anytime she wants without needing to rely on me.Is there a way to have her able to forward her incomi

I manage about 15 phones across 4 sites.  Each site has a primary incoming phone number.  We have a 5th phone number assigned to a call queue that is spread across 2 sites and that number represents a seperate brand.  It has its own incoming number.  When staff dial out we would like them to be able to dynamically choose in some way if they are calling on behalf of the primary site they are located at and thus use the primary caller id for that site (the sites incoming number) OR if they are calling or returning a call that came in on the brand queue that has its own caller id - then they would use that number as a caller id  - Is that even possibleThe user outbound callerid have some options but setting a delegated number didnt seem to work 

We are soon rolling out RingCentralEX within our company to about 70 users. I was wanting to see how others were managing the roll out of the RC client across different types of machines. I am planning to use the MSI version and deploy using PDQ Deploy. That said after reading the documentation at https://support.ringcentral.com/article-v2/Using-the-auto-update-MSI-feature-for-the-RingCentral-desktop-app.html?brand=RingCentral&product=RingEX&language=en_US&pills-nav=adminI am concerned with the auto update version of the app consuming so much local storage space on PC’s with multiple users (Such as a conference room PC). Auto update uses bandwidth too which I don’t think should be a big issues as long as updat

I need to find a way to identify Abandoned Calls. The last bit of information on the Community is 7 years ago. Please help me find education on getting the detail for all Abandoned calls. 

I seem to be having a problem retrieving recorded calls from the RingCentral API for a single customer. Here is an example:Call log rec:{ "id": "H0U8F6L_Ow1jzUA", "uri": "https://platform.ringcentral.com/restapi/v1.0/account/2899077020/call-log/H0U8F6L_Ow1jzUA?view=Detailed", "sessionId": "378036522032", "type": "Voice", ... "recording": { "id": "1160323997032", "uri": "https://platform.ringcentral.com/restapi/v1.0/account/2899077020/recording/1160323997032", "type": "Automatic", "contentUri": "https://media.ringcentral.com/restapi/v1.0/account/2899077020/recording/1160323997032/content" }, ... }Url: https://media.ringcentral.com/restapi/v1.0/account/2899077020/recording/1160323997032/content

Example.We have 10 ‘departments’ that have call queues. Only ONE of these departments, e.g SALES, is enabled for call recording. As are the call handling agents within the queue.There is a recording announcement “thanks for calling sales - your call is being recorded”When a customer calls reception (no call recording) and asks to be transferred to SALES, the receptionist does a consult transfer to an agent. Now here’s the problem.The first part of the consult - receptionist to salesperson - begins with “thanks for calling sales - your call is being recorded”. But when the customer is actually transferred, they don’t hear the warning.We don’t want receptionist to be told, we want the customer to be told.The attempted workaround from RC is to create a custom recording greeting of silence (1 second) and apply. Then on the Sales queue, create a custom greeting saying “you are through to sales - your call is being recorded”. This is fine, ‘in the

We are a pest control company which uses multiple different numbers that correlate with surrounding towns. We have 5 different numbers total and they are now each attached to 1 of the 6 phones here in the office. I have a main number on ring central that rings on all phones in the office through the call queue which is great, but if a customer is calling one of the other numbers then it only rings on the phone here in the office that has that number as an extension. I would like for if a customer calls any of the 5 numbers that it will ring on all phones here in the office, so no matter which phone number the customer calls it will be able to be picked up here in the office. We are a small business and I am sure that I am not the only person that has tried to do what I am talking about. My thought was perhaps I can have all the 5 numbers call forward the incoming calls to the main phone number through ring central, but after looking into this I am finding that ring centr

How do I turn on the always on top option for video calls so I can take notes and still see the person I’m interviewing similar to Teams?

We have call recording on for all users and call queues. Currently when a call comes into the IVR and the customer selects an option it goes to a call queue, if the call isn’t answered in a set period of time it rolls over to another call queue. Because of this the caller is hearing the call recording announcement multiple times… when they hit queue 1, queue 2 and then again when their call is answered by a user. Is there a way to have it only announce once? Or turn off the call recording announcement on only incoming calls to the queues? We still need it on for incoming calls direct to user and for outgoing calls. 

I’ve registered my Mitel 6920 phone and the status shows registered.  On the ring central portal the phone shows Online.  However I’m unable to make or receive phone calls.  What am I missing?? Device  Existing PhoneChange PhoneResyncSet Up and ProvisionSerial Number: N/A  Assigned Type: User PhoneEquipment: BYOD  Status: Online   Network Status Attribute LAN Port PC Port Link State Up Down Negotiation Auto Auto Speed 1000Mbps 10Mbps Duplex Full Half   Hardware Information Attribute Value MAC

I want to provision a VTech VCS754 Conference Phone to use with my RingCentral account. I cannot find instructions on how to provision it to work. Any help would be greatly appreciated.

We recently purchased several Yealink SIP-T34W desk phones to replace our older Cisco phones.  I was able to setup and connect the new phones easily enough but an annoying problem has surfaced.  We use the Auto Receptionist to route calls to the appropriate group during different times of the day.  During our business hours, we have a receptionist group that includes our main receptionist who answers the calls and routes them to the correct employee when they come in from our main number.  That group also has another another employee who is the receptionist’s backup in case she is busy with other clients.  In addition to those two employees, the two principals of the company (my business partner and I) are also members of the receptionist group so we can monitor when calls come in and by whom.  After our receptionist leaves at 4:00 pm, we use a different group with a different greeting and my partner or I will sometimes answer if we are expecting calls and we are still in the office

Hello- I have a user that is on a desktop app and they are not able to receive SMS text on the direct phone # that is associated with their extension. They can send SMS the issue is only with receiving. Is there a setting or any way to resolve this? 

I’m having this issue currently where even if I’m logged out I will still have a notification from Ring Central showing a call coming through. I’ve deleted and reinstalled the app and I still get calls, even when I’m not logged into the Ring Central app. I’m on iOS 18.5, It was happening on iOS 18.4 as well.

We have a queue that is set to overflow to another queue, if the call is not answered in a certain time. Up to this point it works fine. When it goes to the second queue, the call goes to any member of the second queue regardless of their status on the queue. So if a users manager disables them on that queue, because they are taking calls on another queue that day they still get offered the overflowed calls ,even though their status is disabled on that queue.Support say expected behaviour?

Does anyone know how to get an easily readable export of the chat history? The json file is incredibly confusing for anyone not in IT. Would love a pdf or something similar that shows the user names and messages vs assigning user ids.

We had a huge issue with sending and receiving SMS and it was resolved for a while, and now we’re experiencing issues again randomly. When will all issues with SMS be resolved? This is making the service super unreliable.

We are trying to figure out the amount of calls that are received for the first few hours of the day. I would like to be able to run a performance report for the last 30 days and specify the timeframe of 8:00am-10:00am. There does not seem to be a way to do this in ring central. Does anyone have any work arounds that could get this data easier than looking at every day separately?

The new analytics is a step in the right direction, but we really need to have a daily and weekly reports to provide data during certain hours of the day, say 8:00AM to 6:00PM.  I understand you can login and get the data for an individual day by selecting custom filter for one specific day.It seems kinda normal that one would want to run a daily report (subscription) for "yesterday" with specific hours.  Likewise, understanding weekly or monthly data for prime time should be an obvious reporting requirement.Right now, the only way I am able to analyze any of this data is to dump the company numbers (the "Calls" now do not report on queues in the export) data and do a bunch of complex excel formulas and pivot tables to get useful KPIs for queues.In addition, the users and calls reports do not display abandoned calls.  How is one to be able to dive in and find out when calls are being missed?Am I missing something?

Hi! I’m relatively new to the RC community and I wanted to share my use case before implementing and get your feedback. BackgroundOur system runs on the Salesforce platform (Custom Objects and Account/Contact only) so we leveraged the “RingCentral for Salesforce app” which works pretty well. The different users are given a RC phone number and an extension to connect the softphone with RC and everything is fine: they can handle inbound and outbound calls, records are properly updated etc. Also, worth to mention that the users (around 100) are grouped in 20 different teams, and a user can belong to more than one team. Our clients are served with a specific team which is assigned at the beginning of the onboarding process. The information of the team allocated to a specific client is stored in Salesforce. Inbound Company calls to the right teamWe want to receive inbound Company calls in a unique phone number (R