Ask The Community

Anyone having issues with call monitoring the past few weeks? Nothing has changed on our end and we have correct permissions - we cannot monitor calls. It tells us we don't have permission when we do. It has never been perfect when it comes to monitoring but this is just horrific. Tech support has not been able to help after 3 un-successful calls.

Morning Everyone!!Question, when does the new KPI (forward call) become available? It's when we fwd a call to another extension it will no longer be counted as an abandon call. it will count as a forwarded call. I checked my reporting, but nothing is coming up. 

I’m trying to find a report that I can use for digital reports.  I would like to be able to track the number of online chat that come through and of those chats, how many were answered by agents.  If the report can also include other details like if the customer ended the chat while in the queue, that would be helpful.  I tried using the Queue Performance report and filtered it for the digital chats, but it doesn’t seem to separate the information that I needed.

Will RingCX allow bulk archiving of prior lead lists?

Last week we purchased a compatible expansion module to go with our Mitel phones, did some troubleshooting to set it up for one user myself, since the RingCentral guides were not very helpful, and were not specific enough to actually get the set up done. Took a few hours, but finally came across the (very obvious) "expansion module" dropdown under phone system > phone & devices > user phones > user. Simply changed the number from 0 to 1, had to unplug and replug the phone, and start adding the expansion module contacts from line number 45+. Worked great, the employee was happy. So happy, he requested 3 more for his other office locations.By the time the other 3 expansion modules were delivered, there was some sort of firmware update, that no longer allowed us to select different numbers in the dropdown. The phone that already has the module set up, cannot change the number of modules, and we cannot add to the other devices (for anyone in the company). We only know there wa

We’ve been looking at Branded Calling and was wondering if anyone in the Community has has any experience with it and if it actually helps with call pickup ratio and/or RingCentral numbers being flagged as “Potential Spam”.Thank you  

Hello, I was looking into utilizing the API to pull a transcription of every call to a specific number (our Helpdesk extension for example) and have that transcription entered into an existing Power App (our ticketing app) using power automate. This would help us keep track of ticket data especially on busier days. Has anyone done something similar or could help push me in the right direction?

Hi!I write to say, ‘thank you Hiro’ and commend him on what was quite a long call this afternoon.You have an amazing employee in Hiro. He was so patient, professional, friendly and with an exceptional manner and tone right throughout the call. I was able to achieve and understand more in this one call than in the two and a half years I have tried to get help from your organisation via different forums.Hiro has such a passion to not only represent your company well, but to know your products and services with such confidence to respond to your clients with such efficiency and affirmation when I was able to implement and understand benefits and potential.Please acknowledge Hiro on my/our behalf. Thank you,LillyannCAPS Coolgardie  

I’m getting following error. Anyone can help?We are having trouble completing your request. Try narrowing the date range or download the file to search all your records.  

Does RingCentral offer an AI Agent for SMS text messages that could intelligently respond to inbound text messages?

How do I operate my landline RingCentral desk phone?  I can’t seem to find instructions anywhere.

Does anyone know how to remove the Intercom and Page keys from the display screen.  They were gone with our previous phone service but we can’t figure out to remove them since converting to RingCentral.  Thanks!

I need to speak with someone who can help me understand the rejection reasons for our application. I looked up the codes, but I still don’t understand the issue. I don’t think the application is adequately explaining our use case. Who can I speak with? I’d like to help above the level one support offered via the SMS hotline. It seems like we’re close, but I don’t want to guess and go back and forth with multiple attempts. 

Issue:You’ve noticed a mismatch between the data returned by the Call Log API and the information shown in the Analytics Performance Report. Specifically, there are discrepancies in the duration of total call time, IVR, talk time, and missing data such as queue time and hold time. Additionally, there is no tie to transferred calls.Explanation:The Analytics Performance Report application does not rely heavily on the platform APIs to gather and calculate the data displayed. It uses internal processing mechanisms that are not accessible via API. Unfortunately, there is no available API to retrieve either the processed or raw data used for the performance report.Solution: Call Log API provides only basic call data, which may not be sufficient for in-depth call analytics. Since you do not want to implement subscriptions or notifications, there is no straightforward API solution to access detailed performance metrics at this time. You can submit a feature request to product support for p

The AI works fine in English, it produces a transcript, and a summary of my calls.  However, most of my clients speak Spanish so I speak to them in Spanish. How do I set up the AI to do a transcript in Spanish?

Hello,I am developing an integration with RingCentral to retrieve contacts. From reviewing the documentation, I understand that there are two types of contacts: External contacts – specific to a user Internal contacts – managed at the company level Using the Address Book API, I am able to create external contacts. However, when I open the RingCentral app, I don’t see a dedicated tab in the Contacts menu that displays the contact I created.Additionally, I would like to know if it is possible to enable and manage custom fields for contacts. If so, after creating a contact through the API, is there a method to update or customize additional fields programmatically, or is this functionality only available through the Admin Portal?Thank you very much for your help. Contacts tab inside Super Admin account on Ring Central desktop app 

Hi , anyone who can share what tools or site we can use to count actual segment of a text message , though we can see the segment on the exported report we want to first hand check how many characters are in an actual message before our users send them.See sample below.https://messente.com/sms-length-calculator 

I am adding a number to the DNC vis the ring cx APIHere is the response i am receiving from the api: DNC Response {  phone: '1234566789',  phoneE164: '+11234566789',  tag: 'GLOBAL',  countryCode: { id: 'USA', description: null },  addedDate: '2025-09-16T20:38:53.134+0000',  addedBy: 'Art Ihnatsenka',  reason: 'FTL DNC',  dncTagId: 0,  safeToExtractDts: 1758055133113  }However the number was still dialed by the dialer an hour later.

I cannot upload an external shared directory CSV file.The number filed must be provided in full-length format including '+' sign, country code, area code and local number parts.I have tried the following formats +1-XXX-XXX-XXXX, +1-(XXX) XXX-XXXX, +1 (XXX) XXX-XXXX and they do not work.Any suggestions?

We are attempting to receive full transcripts as a trigger for our N8N workflow automation. Once RingSense insights are generated, we want to send those over via a POST request from RingCentral to N8N. The documentation is a bit confusing on this but here is what I have been able to gather:We of course need a subscription to RingSense The only way to have RingSense insights posted is through the RingCentral push notification service (this is where it gets confusing) We need to create a webhook inside RingCentral using the Subscriptions API?Once the webhook is registered, the webhook can send events to our endpoint address in N8N. An example of this would be:https://developers.ringcentral.com/api-reference/Subscriptions/createSubscriptionPOST /restapi/v1.0/subscriptionContent-Type: application/json{ "eventFilters": [ "/restapi/v1.0/account/~/extension/~/presence", "/restapi/v1.0/account/~/extension/~/message-store" ], "deliveryMode": { "transportType": "WebHook",

I am familiar with how to forward calls with custom rules and while on the line. However I have users that need to forward their calls to external numbers when they leave the office, which could be at any time. I was informed by support there was no way to do this so I am coming here for a solution.

🚀  RingCentral University is excited to announce the launch of a new course: Getting started with RingSense! This is a course for administrators that covers key topics to begin implementing RingSense. By the end of the course, learners will be able to:Manage users on their account Set up trackers and scorecards Review and analyze interactions Leverage coaching insights to improve performance Check it out HERE.

I have a Facebook Messenger group which is initially controlled by a bot, which we wish to configure for agent escalation.  Now I understand that I just need to configure this facebook group as a channel with the bot as the primary controller and enable handover protocol As seen in this link https://developers.ringcentral.com/engage/digital/guide/interactions/bots-api   I just need to call curl -X POST "https://domain-test.api.engagement.dimelo.com/1.0/bots/handover?access_token=<access_token>&identity_foreign_id=<foreign_id>&from=bot&to=agent&type=messenger"When handing over from bot to agent, what is the 'identity_foreign_id' and where do I find it ?

Hi All,For some reason, my soft phone isn’t ringing when using the RingOut Endpoint.What am I missing?  With this url:https://platform.ringcentral.com/restapi/v1.0/account/~/extension/{{extensionId}}/ring-outAnd these headers: --request POST--header "Authorization: Bearer {{accessToken}}"--header "Content-Type: application/json"--data {{payload}} And this payload (properly quoted, of course):{  "from": { "phoneNumber": "{{fromNumber}}" },  "to":   { "phoneNumber": "{{toNumber}}" },  "playPrompt": true} I get this (encouraging) response: {  "uri" : "https://platform.ringcentral.com/restapi/v1.0/account/**********/extension/**********/ring-out/s-a...",  "id" : "s-a...",  "status" : {    "callStatus" : "InProgress",    "callerStatus" : "InProgress",    "calleeStatus" : "InProgress"  }} 

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.