Ask The Community

I’m not sure if anyone else has encountered this issue or if there’s a solution for it.When we answer phone calls through the app, the call quality on the client’s side is poor. By “poor,” I mean it feels like the client is talking to an agent located somewhere far away, like in Italy. It can be described as a combination of talking on speakerphone and having some sort of echo. As a result, the quality differs significantly from answering a call on a regular landline phone.The internet connection is good, and I’m on WiFi in the office.Has anyone experienced this, and if so, what are the potential solutions?

Performance reports not delivering via subscription.I feel very confident it is set up properly however I have not been receiving the reports via email.Any suggestions to troubleshoot? Calling RC tech support is awful, and most of the time the call just disconnects..terrible csThank you

When I activated our company account, I was assigned a toll free number from RingCentral.  I need to port over our current local number to our account and I want to replace the toll free number provided by RingCentral with the ported number, but I have no option to select that toll free number in the “Assign to” dropdown in the number porting menu.  Will I have to submit a support ticket and wait for a response?  I have tried calling support but after 30 mins in the call que, I hung up.

My question - How on earth do we get anyone to provide an update of value? We’re told to wait 5-20 business days. It’s now 23 business days since I submitted my SECOND (the first registration ‘disappeared’) number pool registration and still sat here waiting with no more information provided. The case was already escalated and I re-contacted two days ago and was told I would receive an update by email the next day - didn’t happen. No one responds to any emails on the email chains and people on the phone just fob us off. So what now? 

im porting from google voice, the ring central wizard is asking me for a recent bill, but my google voice is free, i do not have bills and i’m unable to proceed with the port request.

Hello. I am hoping to view Billing History via the RingCentral admin portal. However, there is no tab titled “Billing” when I log in here. My user should be the only admin user attached to this account - I am wondering if there are incorrect roles setup. Thanks! 

Can a mobile app pickup calls from a Call Pickup group or Directed Call Pickup group?

Calls to our main line ring numerous times before the voicemail picks up - I’d like to reduce the number of rings but can’t find it in the Admin portal.  Thanks.

What phone numbers are added to the pull down list in the Settings>Phone>Default caller ID.  Can I add an additional number to the list?

We were installed a few years back and multiple ring groups were created for us.  Since then I’ve created a few mimicking what was previously done.  Now we have a total of 64 ring groups and the majority have never been activated.  The only ones that have been are ones that someone monitors/manages the voicemails or changes the greeting.  Are there any benefits to having ring groups activated? Thank you

Hi I can’t access the recording in Hubspot via RC link. I am a super admin, so I should have access on it 

I just got two new Poly VVX450 Handsets, with 1 expansion module each. How do I set up the presence keys to hide the surname/last name? This article hints that I should be able to set the last name to a period to have the last name blank. In practice this does not work. Eg if I have an extension for room AG203 with the following name:First Name: AG203Last Name: .It will show up on the panel as AG203 . I’d prefer it to hide the last name for extensions that do not have / need one displayed. I know I could set up a speed dial instead, which would let me enter any name and number, however I would like to keep the presence detection feature. Thanks

This question can be removed as the issue has been resolved!

When installing, and especially when upgrading to a new release, the Ring Central Desktop software should not set the RC Fax as the default printer.I understand you guys are proud of the work you do, but almost nobody sends faxes these days, and RC Desktop should not be so aggressive in setting itself up as the default printer. I have seen this twice now, first when I initially installed the software, and then again when an update came out and I installed that. From a user perspective it makes no sense as I'm am almost never going to send a fax, so I never want it as default. It should be available when I need it, but otherwise should not change my settings.

We are a new client and our numbers have been ported over from our previous carrier today.All users are unable to text via the RingCentral Unified CRM extension for Bullhorn.All users are reporting the error, “A valid Phone Number is required to send text message to recipients outside of your company, Please contact your Administrator...”RingCentral and Spectrum Enterprise support stated they do not support this tool, and to reach out here.Direct numbers have been assigned to each user in the RC admin portal.

Hi,i am very frustrated and concerned about my TCR registration. I submitted a form back in January that was rejected. I have since resubmitted the pdf form but was also instructed to submit through the admin portal. The Enhanced Business SMS option is not available through the portal. I have an open ticket Case #17266228 to try to figure out why I don't have the portal option.Meanwhile, the 2nd pdf from I submitted and uploaded is not yet in status of "received:. I have called the tcr registration team and my account rep, daily, with no answers. Please help. I desperately need to text my customers; my business is more dependent on texting than phones. I am at the point of looking at other vendors like 8X8 and moving my phone system to them if they can get my account registered in a timely manner.Please - I need some help here. I don't want to leave Ringcentral but if texting gets turned off in 13 days, I may have no other choice,David

We do not require as many licenses as we are paying for. Why is it so difficult to remove the number of licenses from our inventory? We are paying for over 700 licenses and we need to remove some as we have not that many employees or users.  Please help me accomplish this.

I have several message-only lines set up for various purposes. I need to get the call data from one of those lines, specifically the number of calls made last month. This is trivial for regular users and queues, but I can’t find any way in Analytics to get this info for a message-only line. The call log shows a bunch of calls for this line, but that info can’t be exported in any useful way. 

I was contacted by a Lisa Caroline claiming to be a recruiter with Advarra Inc. with a job opportunity. She wanted to use Ring Central to conduct an interview. I’d never heard of the company or this service before. I read a similar story to this from 2 years ago. Sadly I gave my SSN before researching this. I have so many alerts on my credit report, I’m not worried, but wanted to report this. Advarra Inc’s website states that their domain when contacting potential employees is @advarra.comThis person is using Lisa.Caroline@advarracareer.com to communicate with me on here. Why are people so comfortable with using your services for remote work fraud? I’ve found pages of other victims going back 2 years to as recent as 2 days ago (ironically when I got an email)

Voicemail greetings: I prefer not to use the default voicemail greeting, prefering to record in my own voice. When I travel, I record an away message, but when I return, I have to re-record my User Hours message every time. Is there any way to store my User Hours message more permanently, so that I don't have to re-record it every time I return from business travel or vacation?

We are working with a third party company to handle overflow calls.  I have setup an external transfer within a call queue based off of the wait time.  In reviewing the calls in Performance Reports each time the call is externally transferred it is showing a call result of Abandoned. Is this a queue setup issue or normal behavior? Thank you

Does anyone have access to Channel lock feature? I’m reading up on it by we do not have this setting anywhere. It would be nice for our agents who work on an auto-dialer to lock their channel to the Digital Channel once they receive some chats or SMS. https://help.nice-incontact.com/content/acd/routing/dynamicdelivery/dynamicdelivery.htm?Highlight=dynamic%20delivery

How many years must we have to wait for SMS to be added as a functionality for Australian RingCentral customers?!What is the hold-up?  Every RingCentral representative says it’s on the roadmap, but currently unsupported.  What if we had every RingCentral client in Australia contact RingCentral support within the same week submitting this complaint and feature request?  Or maybe we have a strike and refuse to pay invoices until there is action on getting the service added?

Hello, I’m currently setting up a call queue within the admin centre and working on how to configure the voicemail for missed calls. I see there’s an option to create your own voicemail using voice or text-to-speech. However, I’m having trouble finding where to edit the additional menu, such as 'press star to hear more options,' as I would like to customize it further to suit my company's preferences. Thanks