Ask The Community

Hello we have our RingCentral connected to Outreach for our sellers. We didn't have any issues for awhile until about 6 or so months ago RingCentral doesn't want to stay connected for our sellers and phone calls are not letting our sequences continue. Also we started to see this banner that we never seen before on the dialer within Outreach: "For Demo Purposes Only." Outreach is looking into it on there end but they can't replicate what is happening. Any insight or help?

It wasn't great, but there use to be a way to make a poll for Ring Central meetings in your account ahead of the meeting. Unlike others (Zoom, 8x8, Teams, Webex) where you can create a poll in a meeting on the fly. Now that function seems to be completely gone. No warning. I see however, Ring promoting very hard, its new Webinar mode which has a polling function. Now I see why our new price offer was lower - because Ring intends to recoup that per-user video license decrease with other fees in Webinars to get the features we use to get? There were no warnings in the product update e-mails I get to say this was going to be stripped away. Nor do Webinars meet our need - we do MEETINGS, not webinars, and we use polls in meetings with our clients and our staff. Please explain why you made this change, and if you indeed to repair and restore this function that we paid for.

Hello,I set up a new call queue for our sales team and they would like to answer calls from that queue on their personal (external) number. I told them to use the forward all calls option but that seems to only work when their extension is dialed directly rather than from the call queue. I've been messing with this for a bit and can't seem to figure it out, are calls received from a queue able forwarded from the client side? If so, how can that be done?Thank you!

How can I set up a way to pick up a call ringing on another extension after several rings?

2fa is on by default and the code must be entered with 60 second. It takes longer than that on our network to receive email. So 2FA times out prior to the receipt of the email. How do I correct this?2nd question, can I geofence out location to not require 2FA. Then only those not at work will require 2FA.

Call monitoring issue - your don't have permission to monitor . We escalated the issue to ringcentral support on sep2023 but still issue was not resolved.

We have an office with two phones, one at either end of a large space. I want these phones to have the same number, and to ring at the same time. These phones never need to be called individually, and they don't need to place simultaneous outgoing calls. It seems like the "Shared Lines" feature is closest to what I'm looking for, but the list of devices which support Shared Lines are all wired devices. Ideally, I want wireless handsets.Is it possible to have a base station with two wireless handsets, sharing the same number, using the setup I describe? Is it necessary to purchase two digital lines to make this setup work?

I developed a bot, so during installation, I created some teams using the API (when the installation webhook is received, I call the team creation API using bot credentials). The admin of the team is the bot. However, when uninstallation happens, I need to delete these teams as well. How can I do that? The uninstallation hook is received after that has happened, so at that time, we can't trigger the delete team API using bot credentials, since the uninstallation already occurred. Is there any API to make someone else an admin, or any way we can trigger it before the uninstallation hook? What is the solution?

Hi All, I have a scenario where we are capturing the event data from the embeddable call controls, specifically the "callId" field. We are then receiving webhooks for the call disconnect events ( /restapi/v1.0/account/~/telephony/sessions?statusCode=Disconnected) and I would like to be able to map the webhook data to the existing embedded event data - ideally using the callId I received from the embedded call event but I cant find this id anywhere. Is this possible or do I need to rely on mapping the embedded data sessionId to the webhook telephonySessionId field?

HiOne of the new RingCX courses is broken:https://university.ringcentral.com/en-rcx-a-ringcx-ivr/The chapter Advanced IVR Pt 2 does not show completed no matter how many times I launch it, scroll through, select new chapter, leaving me with 19/20 modules completed & unable to get a completion certificate.

In a previous post this was shared (Calling credits and customer service - RingCentral Community Forums)How is SMS billed?There are 3 different buckets from where SMS is metered against, with some rules.1. Free allotments - Based on your MVP license, you get some free allotments at account level2. Pre paid SMS bundles - This is the SMS usage monthly bundle purchased by customer. (optional but recommended if you use decent amount of SMS per month)3. Pay as you go(PAYG) - This is same as Purchased Calling Credits, which comes as $20 or $100 charge to your bill in case Auto charge is enabled. NOTE: This is NOT Calling credits, as Calling Credits are not used by SMS. (We understand the name may be confusing, which is something we will check to address internally)Domestic SMS will first use free allotments. Once free allotments are depleted, then pre-paid SMS bundle (if it's there), and once bundle is depleted, it will use PAYG bucket (purchased calling credits).I have the following que

I used to be a RingCentral customer but now I'm with Specturm's RingCentral and there is no tech support via live chat here. Am I missing something? Also I'm shocked by the lack of knowledge of Specturm's RingCentral tech support call center compared to RingCentral's. Is anybody else finding it challenging to get help here?

Hello,When I forward the call from call queue to an external phone using a custom rule, I want the receiving external phone to not see the personal caller ID of the caller. I want the receiving external phone to show this is a forwarded call from RingCentral call queue. Is this possible? Thanks

When customers are waiting in our Queue, rather than hanging up because they are frustrated with the wait time, could I set up an extension for them to dial to be sent to voicemail so we can get back to them at a later time?

We are a hotline and we report weekly calls received and answered, % of calls answered.

HelloWe have two users extensions 301 and 302. All calls come through to ext 301. Many of these need to be transferred to ext 302 however they need to be screened first. My thoughts are to put the call on hold, speak to user on intercom at extension 2 and then transfer the call if appropriate. Is this correct or is there a better/preferred way to configure thia setup. Both extensios are using a Yealink T31P.Thanks!

HeyRecenlty our ringcentral number cannot send out any SMS containing our company's webstie URL or our company's URL for booking appointment. Has anyone been experiecning similar issue ?The SMS messages with the same URL used to be dleivered fine with no issue.

We're aiming to configure a roles based hierarchy, using ACD restricted access. We're able to successfully lock down reporting and ACD controls via Teams & Campaigns. The problem however, is that when this is in place, users are restricted who they can look up in MAX agent, meaning if people need to call people from other departments, they can't do so. Does anybody know of a way around this? We need Teams and Campaigns restricted for reporting purposes (and also locking down who can amend skills etc).

I am currently using the Data API to access and delete customer data. I have recently added the engage digital product. Will the data API be sufficient to also pull data from engage digital or will I have to connect to the interaction API to access/delete customer data?

I upgraded to the latest RingCentral PHP SDK to support the JWT auth. Using the same code but modified to authenticate with JWT, it now fails to forward calls when the Webhook is triggered by the incoming call. Session and party IDs are from the Webhook data send by RingCentral.The following error was thrown. Do you know what is causing this?[24-Jan-2024 17:45:18 Australia/Sydney] PHP Fatal error: Uncaught GuzzleHttpExceptionClientException: Client error: `POST https://platform.ringcentral.com/restapi/v1.0/account/~/telephony/sessions/s-a0d854f1c5bd0z18d3a37330bz1071d5a0000/parties/p-a0d854f1c5bd0z18d3a37330bz1071d5a0000-2/forward` resulted in a `403 Forbidden` response:{ "errors" : [ { "errorCode" : "TAS-106", "message" : "Operation is not allowed" } ] (truncated...) in /var/www/html/ring-central/vendor/guzzlehttp/guzzle/src/Exception/RequestException.php:113Stack trace:#0 /var/www/html/ring-central/vendo

Some of my users are seeing the Privacy dialog below. The most recent instance occurred when the user finished a video call. Her video stayed on screen until she clicked "Don't allow" then it disappeared.Any information on what RC is doing in this case? Thanks

I have recently added the "Edit Messages" to my application scopes, but I am getting an internal service error on every request.

We are moving to RingCentral from another system and integrating with the API. The previous system would call our API to request details on unknown phone numbers (webhook). Our system would look up the phone number and return info about the contact (name, email) from our system.How could we do this with RingCentral? When our users would add a contact in previous phone system, they would get name and email populated automatically when they entered the phone number. Hoping to have something similar in RingCentral.Thoughts?

Hello I have a question regarding Call Rules and forwarding. In the image i have this setup as extension 1 and 2 ring together. If no one is able to answer either of those 2 phones the call is forwarded to extension 3. If no one picks up on extension 3 will the call go to the voicemail? And if it does, does it go to the orginal (extension 1s) voicemail or does it stay in extension 3s voicemail?Thanks

I have a bunch of users that have been assigned a full phone number for both the softphone and the desktop phone. How do I best remove one of the numbers?