Ring CX Voicemail triggering a new browser tab and re prompting log in

Hi ​@H.KenneallyWW, I just sent you a DM! 🤗

This is exactly the same problem I have :)

Hello ​@Sheree, We recommend submitting a ticket for this, as it will need a proper investigation to resolve. You can use this link to get started:

A few things to check:

• Make sure your browser is allowing third-party cookies and isn’t blocking RingCX sessions across tabs.

• Verify that any SSO or single sign-on settings aren’t interfering with cross-tab authentication.

In cases where this persists for certain users, some teams have found that using tools like CallCentral to manage voicemails can help streamline access and avoid the repeated login prompt, it essentially acts as a centralized interface for voicemail playback while maintaining session continuity.

If it’s still acting up after checking these, it might be worth logging a support ticket with RingCX as it could be a session handling edge case.

Thanks for this, ​@jazminem95.

Thanks so much for your feedback. I have tried all of those suggestions. RingCX has responded and this is the feedback for future issues to help others too. thanks

We would like to share an update from our Product Team regarding recording access, along with additional clarification on authorization requirements.

As confirmed by the Product Team:

RCX allows recordings to be played only by Admins with authenticated login when the account’s recording access mode is set to ACCOUNT.

Granting Agents access to recordings without authentication is considered a special use case and has not been implemented. As such, this behavior is expected and is not classified as a defect.

If the recording access mode is set to ANONYMOUS, all users—including non-authenticated users—will be able to play back voicemail and call recordings.

This means that when the recording access mode is set to ACCOUNT, only Admins and authorized Supervisors are permitted to access recordings after logging in.

If there is a requirement to change the Recording Access Mode to ANONYMOUS, this action must be authorized by a Superadmin within your RingCentral account. This is because switching to Anonymous access has account-wide security and compliance implications, including allowing playback of call recordings without authentication. For this reason, the platform restricts this change to Superadmins to ensure that the decision is made with full awareness of the associated data privacy, security, and compliance impact.

This is a very helpful information Thank you for sharing this, ​@Sheree. 😊