Ask The Community

It recently came to my attention when I spoke with a manager at RingCentral that they do not offer a spam flag remediation service for their numbers as other similar companies do. We would pay for this extra service as part of our plan if it was available. With this service, RingCentral would monitor numbers and pro-actively negotiate with carriers to remove spam flags. They would also use analytics to discover issues with answer rates. We are a small company and it is very important that we keep our main business line free of spam flags. This service is essential and I’m very surprised that it is not offered.

Our organization is currently seeking assistance with the following NICE API.https://developer.niceincontact.com/API/InteractionAnalyticsAPI#/We would like our call transcripts from Interaction Analytics to be pulled into HubSpot associated with our already current integration. We currently have all our calls logging but we are interested in having transcripts as well.

We are currently working with RingCentral support on what appears to be an issue with agent proficiency not being properly honored within skill routing, and I wanted to post here to see if any other customers are experiencing similar behavior.Our environment relies heavily on proficiency-based routing to control the order in which agents receive calls within a skill. The expectation is that agents with higher proficiency should consistently be prioritized when available.However, we have observed multiple instances where:• Agents with lower proficiency values receive calls before agents with higher proficiency values• Agents who have been available significantly longer are bypassed• Call distribution appears inconsistent with the configured proficiency orderThis behavior has been observed across multiple skills and appears intermittent, which has made troublesh

Please tell me I’m not alone here.My husband and I manage multiple RingCentral accounts for different clients/teams, and the workflow is honestly exhausting, constant logging in and out, multiple browsers open, and way too many “wait, which account am I in?” moments.It feels way more manual than it should be in 2026.Are people really switching accounts like this all day, or is there a better workflow/tool I’m missing?

I work at an accounting office and recently my outgoing calls to clients are showing up as spam, so they don’t answer. We are a legitimate business, and our clients want to answer our calls. How can I change this?I saw a similar inquiry on another thread, but the article linked in the response was unavailable.

Hi Everyone, We currently record all calls that come in through our tech support queue. We’d also like to record calls for the members of that queue (inbound/outbound) that are over 5 minutes in length (i.e. calls that from outside the queue). Is there a way to set a lower time-bound for recordings? Or maybe an automation to delete recordings below the cut-off?

End user currently uses RC Phone in order to maintain a log of text messages sent to clients.  How do I move the cache from the current end of life laptop to the new laptop?

Incoming calls are going to voice mail and those get sent to my cell phone, I need the calls to go to my cell phone.About half of the incoming calls hang up when asked to leave a message, and Im losing potential business. Rich P

I haven’t found a way to do this so I was curious if it was possible. I realize the easy answer is to get rid of the physical fax machine but a couple of our department managers are fighting that option for now. Has anyone ever set up something similiar successfully? 

Is anyone experiencing problems with the Notes in Teams integration? Suddenly stopped working for all users in our organization.  

Calls come in to a Call Queue for example SUPPORT. Agents see ‘incoming call for SUPPORT’We have a second queue called EXECS that is set to forward all calls to SUPPORTBut the agents in the SUPPORT queue need to know the call is intend for EXECS and answer accordingly.But it doesn’t - every call displays ‘incoming call for SUPPORT’In a previous life (Teams) I seem to remember a setting called ‘preserve call forward header’ or similar, or maybe something to do with P-Assert?Help.

Hello,I am creating a script that will monitor a few extensions for incoming faxes and then based on the extension it comes in to, it will download and move the fax to the appropriate folder. Everything is working well except for my permission to monitor additional extensions. Even with Super Admin permissions, I am only able to monitor an additional extension it seems like. For all others, I get the error code: “SUB-412 — Extension permission [ReadMessages] is missing”Is there anything I may have missed? From other forum posts and questions, it seems like with Super Admin at least I should be able to read the message store of other extensions. My app does have the Read Messages permission in the scope

Hi all,Our on-site agents (wired Ethernet, no VPN) sometimes get stuck in "Transition" status in RingCX web after calls end—hang-up unresponsive, need browser refresh to fix. Intermittent, no pattern, different agents. Anyone seeing this? Workarounds or fixes? Thanks!

We are looking to Integrate Ringcx with Dazos (CRM). Looking for a Developer that can assist us with the process.

I recently received a text message soliciting me to apply for a job. How do I block the number(s) and report them as spam. The directions in help do not work. The three ellipses did not contain a Block or Block & Report Spam option. 

Hi! New-ish user here. It looks like folders can be created for “Messages” but not “Texts’ in the app. This would be helpful to organize SMS texts...for example, when a text message has been actioned so you want to move it out of the main display, but need to reference it later. The app we used previously, Texting Ninja, had an “Archive” function that did this (not to be confused with RC’s Archive function). Is there any way to accomplish this type of folder organization for texts? Is it a roadmap item? Thanks! 

We have it set up so one of our user can pick up calls from a few other individuals. Permissions are enabled and the “ring my phone when any user I am monitoring rings” is turned ON. This setup works great for us except for when one of the users does a warm transfer, the user that is monitoring them sees the call come across as if it were a new incoming call. How do we distinguish the difference between incoming calls and transfers when monitoring calls?We have Poly phones.

We want to be able to select differet outgoing numbers for different types of calls. Need an easy way to select at phone. We used to use a dial prefix (ie- 7, 8, 9) to select. 

Is there a way once a call is successfully forwarded to an external number for RingCentral to “drop/end” the call on its end?Once our call is forwarded, it’s handled by a different phone system. And RingCentral recording the calls and/or keeping on the line is redundant and costing extra money. Thanks,Nicole

How can I add a contact number to my company list for everyone in the organization to see?Currently the only numbers in the company contacts are internal employees with numbers.We need to add numbers that are external to our own.

Hi community,We recently rolled out WFM for our contact center. We come from a manual schedule process, so this is an upgrade from that, however I am still new at understanding the reporting. I’ve tried to read through the help site, open tickets, but I am still not fully understanding all the information WFM provides. If there are any Contact Center Managers that can offer some assistance that would be great. Thank you in advance. 

Please create a feature in the admin portal to block specific numbers from calling all company and user phone numbers, along with SMS/Fax. Currently having to do so user by user is extremely time consuming and put our company at risk when scammers are calling all of our employees hoping one will fall for the scam. These protocols need quickly added and operational.

We are testing the RingCentral embedded app in Microsoft Teams out before making it a company standard. We know many of our employees will have several Ring Central’s open at the same time to work off of.In Teams, we can open Ring Central it’s self out of the Teams app into it’s own window just one time. Will it be possible that can be increased to a few times, to where an employee can pop out Ring Central out of Teams so they can have one being calls, one being the Hud, one being Call history or whatever, so they can have them all available and not have to click back and forth so much or have to click out of Ring Central in Teams to their chat or one drive, and then come back and lose where they were. 

how do I change the heads up display in a profile. Old employees name keeps showing up

I would like to limit callers allowed in queue to less than 5 callers which is the lowest option in the drop down menu. I have 4 phones/users set to ring simultaneously for our restaurant but only want 2 of my staff at most to be tied up on the phones at the same time.