Phone

We are using the List Company Call Records API to retrieve call logs and store the logs in our own database. But we are not able to determine whether a call has fully ended or not, so we can store only those logs which has full call legs.Is there a specific field in the call log response that reliably indicates that a call has been ended completely or is there any recommended approach to find this out?

Hello,I use an oldish but fantastic Plantronics headset C052A connected with a APU-76 USB adapter, on my W11 PC. I also use a Jabra desktop speaker on the same PC, USB connected.Both work 100% perfectly in Teams and Zoom. I can switch between them during a call and they both work reliably, and the headset never skips a beat.In Ringcentral (Desktop: 23.2.21.7380 Windows (x64) 2023-05-18 07:03:19) the Jabra works 100% OK. The Plantronics headset keeps cutting out. This is random and generally lasts for a few seconds, then sound is re-established. In a 5 min call this happens 4 or 5 times. When it cuts out, the headset "clicks" and both incoming and outgoing sound are muted. There isn't a repeatable pattern to this. This also happens when the Jabra is disconnected.I have tried downloading and using the Plantronics hub software (https://www.poly.com/gb/en/support/downloads-apps/hub-desktop) but it's no better with or without this running and allowing Ringcentral to manage

It would be helpful to send text messages at a specific time so it's more acceptable and professional, especially when it's late and we can only check it at a later time, we can at least draft a response and send it on a more acceptable time of the day.,It would be helpful to schedule text messages so we can send them at a later time when it's more acceptable by professional means.

I am able to manually provision the ata. Im able to make a call but have no voice.I have other cisco ata’s on this network so I dont think its the sip alg. Is there a setup guide ?

I see that the Cisco ATA 191 has 2 phone ports on it but only 1 seems to work.  Can they be configured to support 2 phones being plugged in.  They could share the same phone number.  This would be important if I had both fax and phone in the same location.

Hi i’m building n AI supervisor app for call monitoring and trying to get some clarity on the supervise limits. Can my supervisor extension only support 5 concurrent calls? Or is that limit by device? My use case is i want to be able to monitor at 20 concurrent calls. Do I need 1 user extension and 4 devices, or do i need 4 extensions with 1 device each?

How to provision a Mitel 480G/485G with Shoretel firmware (v802/803) to ringcentral These phones are now supported on RC with autoprovision phone per (https://support.ringcentral.com/article/certified-supported-deskphones-ringcentral.html#mitel). However, the instructions given by the RC admin portal wizard and also on https://support.ringcentral.com/article/assisted-provisioning-mitel-deskphones.html will not work if your phones are on older shoretel firmware. I spoke with Mitel SIP phone support and here are the steps that worked. Sharing for anyone who is trying to convert these phones to RC.Make sure the phone is added as a device in the RC admin portal using the mac address and selecting the correct model - see steps 1-7 only on https://support.ringcentral.com/article/assisted-provisioning-mitel-deskphones.html if you aren't familiar with adding devices to RC admin.Factory reset your 480G/485G by pressing Mute then 25327# while on the idle screen. It will pop up asking if you&

I need to know what my contract terms are?

We have discovered a peculiar problem that has begun occuring after upgrading our VDI environment to Horizon 2512. We have previously been using Horizon Clients 2503, and 2506 without any incident. However, since the upgrade to 2512 and when using RTAV for our audio devices (NOT THE RINGCENTRAL PROVIDED VDI PLUGINS), both RingEX and RingCX crash the VDI connection when calls are established, or the agent changes their status in CX. We have no problems with any other audio applications. And we also don’t have any issues for users using Windows or MacOS clients.To be clear, this issue definitely sounds like a problem with Omnissa’s Horizon Client 2512 for Linux. However, I can’t ignore the fact that this behavior only occurs when we are using RingCentral apps.I am looking to see if there are any other Horizon 2512 customers who are using the Linux client with their Ring Central environment?

Our receptionst will be out for an extended period and so we need our main phone number, which obviously goes to her extension, to ring to 4 other users so whoever is available to answer, can. We have several IVR menus set up so whatever we do it needs to start on her extension. I hope this makes sense! I’m not familiar with the difference between a queue or shared line or delegations to know what’s best to fit our situation.

When we create a new contact  the desktop app seems to  not show the contact for a day or 2. While it updates right away in the mobile app. If we completely exit the desktop app and reopen it, it will update with the new contacts.  Is there any other solution, so the desktop app will update contacts right away like the mobile app?

Call used to ring on the desk phone and RC Mobil App, now it only rings on desk phone.  Its been like this for a couple of months.  Is there a resolution?  I am mobile most of the day not at my desk and don't want the calls forwarded to my cell number because I loose the caller ID.

We utilize the text-to-speech engine for a couple of our IVRs, and generally it works quite well.However, on one IVR I’m having a rough time getting it to say “dental” properly. I’ve tried all sorts of phonetics and just about the time I get close the tts engine spins into something completely different. Also, does it need to go so fast? I use three commas between every sentence just to put a normal amount of space between them. I’d think it would understand a period means to pause a sec, but no. 

Most of our staff use the RingCentral app on either desktop PC or MacBook. Some of them would like to receive notifications on their smart watches. Is this possible?

we have 4 extensions and one extension goes out intermittently and resets itself - until now.  the phone says network is down however the date and time are current and all other phones are working.  I spent three hours with tech support and to no avail.  A ticket was put in as they believed it was a bad phone that needed replaced.  took a couple days for them to reach back out but when they called back the phone was working again.  2 days later the same thing I rebooted the phone it sat for a couple days and suddenly was working.  worked again for a day and now its down again.  cant keep running to the conference room to answer the phones when i need to be at the front door and desk

HiWe have users who are reporting their RC mobile app and RC desktop app are out of sync with the RC company directory(what I see in the Admin console).The mobile app is still showing "dead" users with no way to re-sync with the main company directory to get the latest company address book.The Desktop app lists a mixture of existing, new(added in the last few days) and staff who have been removed from the Admin console and no longer active.Thoughts?ThanksMike

We have been live on RingCentral EX for over a month now and haven’t had issues until yesterday.  I have tickets open but was curious if anyone else has / had experienced this.We have 125+ Polycom desk phones.. starting yesterday we’re having 2 issues.1-way audio or no audio at all.  The user hangs up and calls back and ALWAYS gets successful 2-way audio on the 2nd attempt. Phones are showing Not Registered then go back to normal after a few moments.  When this happens, the port does not go down on the switch side.  I’m the sole firewall administrator and no changes have been made there.  The only thing I know that’s changed is we got a notice that the Polycom firmware would be updated to 26.2 on May 17th.  

Hello,I have a user who likes to make quick calls by typing in a name at the keypad screen on the RingCentral Mobile app.After two characters, the app freezes up and he is forced to quit the app.I have already reinstalled the app, rebooted his phone and checked for iOS updates. The app is not company managed.Is this a known bug? I have never come across this before. Any suggestions appreciated.He is using a Apple iPhone 15 and is on iOS 26.5.​​​​​​

Hi, we are very new to Ring Central.We have a main holiday template that is used for callers calling into our main IVR; however, we have a call queue that is separate from the IVR which can be called directly.  Unfortunately, the Holiday schedule did not apply to the queue.  How do we apply the same template that is used for the IVR to also be used for the separate queue?  Any info would be greatly appreciated.-Chad

We are setting up a limited use queue for a mailing.  The idea is someone receives this letter, they call the number listed and it goes directly to a specific queue separate from our normal business number.  Is it possible to have an option in this queue that if the caller presses 0 (or whatever) they get routed to our normal reception extension regardless of queue position or wait time?  Literally just press a number and they go into the normal call flow instead of staying in this queue.EDIT: For clarity, the mailing will have a specific number for these people to call, it is NOT our normal business number.  Our normal call flow is someone dials our main business number, they hit an IVR and the call is forwarded to a receptionist extension depending on what language the caller indicates via key prompt.

google sheet integration, my sheet name is “ringcentral” and it says “invalid sheet name” when i try to link sheet.

I cannot figure out why some of our business voice mails are being redirected to personal voicemails. I have checked and re-checked the voicemail settings when employees complain about this happening and nothing has ever changed. I even have a template that I use so that everyone starts with the same settings when I create their lines. It happens to both Android and iPhones and is randomly happening. 

Ringcentral retired the desktop phone app, and now when I go to make calls a error message that reads “RingCentral Phone Not Installed - You weren't able to make calls because RingCentral Phone is not installed. Install RingCentral Phone first.” pops up and suggest that I download the RC desktop app that no longer exists. I deleted all files related to Ringcentral on the desktop… 

I have been running into an issue when I try to transfer a call directly to another extensions voicemail. I’d say 50% of the transferred calls end up being dropped entirely. Has anyone else run into this issue?