Ask The Community

My office phones for the Poly E350 and E450 don’t allow me to conference in more than 2 outside lines as when I answer the 3rd line it won’t give me the option to conference it in. 

We are using the sms feature and we can receive messages but can not send them. 

Hi,  I sit at Reception.  Calls come in and I forward to the appropriate person. The problem is that the person I forwarded the call to sees my name vs the original caller.  Does anyone know how to fix this?

We just switched to ringcentral. For some of our incoming calls we use a callcenter service. That service uses their own non ring central-phone number that leads are calling into but it forwards/rings our ringcentral number first. If we don't pick up, the call center is supposed to get the call. Ever since we switched missed calls are going to our ring central voicemail instead of the call center. Anyone have an idea what is causing this? The service said that they have other customers using ring central without issues. Thanks

When we set up our account there was a setting for max amount of time before being sent to voicemail. This was a different setting than the amount of rings in phone settings. We set it to 30 seconds. But its causing issues and we can't seem to find the setting anymore to change it.Have they removed it in updates?

We have an issue that ring central is sending 200 OK signal right away  even when no one has answered the  call. It’s messing with our call center forwarding. Any idea why RC is sending that signal when the phone hasn't been answered yet. This issue exists  on the call queue and direct line calls.

I have two separate accounts that I use on a regular basis. One account I log out of on weekends as I am unavailable, however I STILL receive all incoming text message alerts. When I open my RC I am able to see all incoming texts sent to the account I'm no longer logged into. I have tried removing the other account on the mobile app and STILL receive the incoming texts. My only fix so far is to completely uninstall and reinstall the app. Once I log into the other account during the week, the issue will pop up again. I also see this message on the bottom of all texts sent to other account I’m logged out of.  

I have been using "Ringcentral Phone" app because the "Ringcentral App" does not have a quick call feature for new phone numbers or numbers that are not in your contact list. On the phone app, you could hit F6 and it would call any number you had highlighted.The Ringcentral Phone app no longer works for me due to the transition to the new app. This is a deal breaker as we get new customer applications. We then call out on those customer applications in our customer CRM. Now, it looks like you have to manually type the number in or copy and paste, both not ideal solutions considering we do hundreds of calls daily. Is there are faster way to call people using this new app similar to the F6 method used on the former app?

When I view the SMS log on the Admin portal in RingCentral I am able to see the users’ names associated with their telephone numbers in both the “from” and “to” columns; however, when I download the log the users’ names are not showing in the recipient column when they are receiving a text.  Is there a way to add this in?Thank you

When our organization receives a call, and an agent answers, it shows every other agent has missed the call. How do I turn that function off since the call was in fact handled or answered and not missed. 

Hi team, I am asking on behalf of our RingCentral partner (and customer as well) how they can access this webinar for knowledge transer? Kind regards and thanksTobias

Good afternoon! We signed up for RC and got ported over earlier this year around March. We’re now looking at getting Business SMS started for our company and I was looking for some clarification either from experts or people who’ve gone through the process already. Our goal is to integrate RC SMS with our HubSpot account to be able to text our customers appointment reminders/notifications and communicate via text. I’m currently working through the SMS application and have chosen Account Notifications, Customer Care, and Marketing as use cases for our first app. This would allow us to use automated messages to provide updates, confirm appointments, etc. via SMS. However, this prevents us from using the numbers for Conversations (external) for when we’d like to message our customer. For example to explain that a representative is running behind and the appointment will be delayed. I tried to create a 2nd application for Conversational use cases but it’s requiring me to register a new bra

I will be moving to a Regis office location. They have wifi available. Will I need a separate service, or can I simply connect the router to the WiFi to set up the phone system? Thanks  

I would like to use my own recorded prompt in an IVR for the dial-by-name feature instead of the out-of-the-box system prompt “please enter the first 3 digit of the last name”. How can I do this?

If I record a call in the UI, am I able to transcribe that recorded call afterwards?  In other words, if I don’t click transcription during the call, could RC’s AI transcribe the recorded call afterwards?  Thanks

I only have a SMS account with Ring Central. When trying to TCR register my SMS line, at the first step of the process I keep getting an error message after I enter all of my business and contact info. The error message says, "Cannot process transaction at this time. Please try again later". No one in Tech Support has been able to help resolve this issue. Does anyone have any suggestions or idea what's the problem? Thanks.

When forwarding an outside call to a specific extension we like to let the receiver know who's calling prior to transfer so they can decide to answer the call or let it go to voicemail. What we always did was hit transfer the extension and hang-up. It now put the call on hold???? any suggestions????

The phones and extensions were not correctly set up. How do I change extension assignments and the correct phone that is associated with the extension and location?

Hello everyone,I need help with users group. I have configured a group to give the manager access to call logs for their Team. The manager is part of the group, and they have RingEX Licenses and Live Reports licenses assigned.What permissions does the Manager need to have?    I have tried to give the Company call logs>access Recording.But that gives access to all Recording calls, no just to the groups member.    

Hello, I had an AI interaction where it failed to send info via SMS. Everything is activated and tested before and worked. Why did it fail here?Apollo (Main) | 08/09/2025 9:55 AMHello, and thanks for calling Apex Recovery Massage in Millcreek. My names Apollo and I will be your AI Receptionist today. As a reminder, this call may be recorded for quality and training purposes. To get started, select your preferred language. Please say ‘English’ or ‘Spanish’ to continue. (909) -* | 08/09/2025 9:55 AMEnglish. Apollo (Main) | 08/09/2025 9:55 AMGreat! How can I assist you today? (909) -* | 08/09/2025 9:55 AMCouncil membership. Apollo (Main) | 08/09/2025 9:55 AMJust a moment, please. Apollo (Main) | 08/09/2025 9:56 AMWe offer various membership options, including Gold and Diamond memberships, which are popular for their value. Memberships can be paused or canceled anytime without fees, but you must call, text, or email to cancel. Points remain valid for 12 months after cancellation. Would you

I have users that want to hide their DID and not receive calls on it. When their DID is dialed at any time, phone calls should always route to the main site phone number. But when I setup a custom rule with unconditional forwarding, or setup call forwarding in the user settings, I get an error that says, "Forwarding phone number cannot be the same as your account number or any additional numbers." How do I do an Unconditional Forward from one extension to another phone number on the same RC account?

New to using RingCentral. I am trying to do the following:Caller calls in, gets the voice greeting on our line, after the message plays it rings the phones associated with that store. This works. What we are trying to do is when caller calls in, the greeting starts playing, but if they want, they can press 0 to skip the rest of the message and then the phones will ring with the caller.  We have several stores (each with their own phone device and phone number tied to it, as well as an extension that we setup for each user/store) that we want this to work for. I have looked but the only option I see would be making an IVR for each store, then having to reassign the phone number for each store to the correct IVR (store A to IVR A). This would leave that store without a phone number then, to my understanding.   What I’m getting confused it that when someone calls in on the phone number, the greeting plays, and either a) they let it play all the way through and then get connected to someon

Does RingCentral have a document that we can give to our employees to let them know when downloading the app on a personal device, that their personal data is not monitored via RingCentral? 

Can I monitor two extensions simultaneously on my desktop. Currently I have one extension open in the NEW ringcentral phone desktop app and a second extension open using the OLD ringcentral phone desktop app. That allows me to see the activity on both extensions at the same time. The OLD ringcentral phone desktop app is being phased out and I expect it will lose functionality. Is there a way for me to continue to monitor the activity on both extensions simultaneously using only yhe new ring central phone desktop app?

Hello, we've been on the phone with RingCentral support for an hour (I opened a ticket yesterday). What he's saying doesn't make sense. Even though our TCR shows Registered, he says it's still pending. We did this as soon as we could. And even though all the info said this doesn't go into effect until March 31, he is saying that this is why Verizon is blocking us. He says because the estimate to get TCR fully Registered is 20 days, it may be this long until we can text Verizon users. We staff our cases through RingCentral texting, we cannot wait that long. It's already made our processes more chaotic to not be able to reach out to people quickly. I asked to speak to a manager and we've been on hold another 40 minutes waiting to speak to someone.