Phone

We are getting complaints that customers are being routed to voicemail. Yet the queue members claim they are logged in and available. Where can I see the status of the queue members to verify they are logged in?

We use ACR but when do calls start to record? We have calls with no recordings and we're wondering why is that. Does there need to be a connection to the receiving party before a call is recorded?Thanks

I'm on Windows Desktop version 24.1.16.9318 and recently that or another new update makes it so incoming calls are a separate window. Every time this "feature" is reintroduced it forces me to use it, it always appears in my way and I'm sick of having to turn it off, I've probably disabled this anywhere between 5-10 times so far. Now I have no idea how to disable this. The below article is wrong, there is no use standalone window for phone calls in the Phone section. I would like incoming calls to be a Notification using the built in Windows Windows notification functionality.

When someone from outside our organization calls in, is there a way for the caller to send their own call straight to voicemail? We have an answering service that helps us answer calls and we want them to try to transfer calls to us when possible, but there are times when it would be better for them to just send the call straight to our voicemail.

All the preloaded ring tones are very jarring or completely ineffective as ring tones (music that fades in, etc.). Does any one know how I can change the available ring tones on every phone without having to set every user up on the app and individually change every ring tone? These are Cisco CP8851 phones, if that helps.

Hello! We are using an ATA setup as an extension to work with our paging system. Currently you need to dial the extension and when it is picked up you have to dial 00 for the zone. I am wondering if there is a way to include the 00 after dialing the extension so that users do not need to enter the 00.

I have our call queue setup for Simultaneous. It only rings 1 time before going to voicemail. I can't find any setting to change the number of rings before going to voicemail.Thanks.

Does anyone have a work around for monitoring calls via the mobile app?

We would like to see additional status indicators that would differentiate between whether an agent is on a phone call or in a huddle/screen share session. Having a single red dot next to their name in the RingCentral App does not provide sufficient information to determine whether or not the agent is available for a phone call. Requiring agents to set a custom status message to reflect their current call availability is not a viable solution for us.

Our office has users who are in about 6 queues each. Just starting last week users began receiving the pop up box for Pickup Calls, where it said "Pickup" below the green button, which has never happened before. These are different than regular queue calls, which say "Answer" below the green button. They don't follow our Status rules, so users are still receiving calls when under DND for lunch. However these calls aren't showing up as missed calls in the call history either. We currently use RingCentral in Teams. Anyone else having a similar issue?

Our system is set up with RingCentral on Poly.Routing:Inbound goes to Call Queue. Rings 10 members.Would like these calls to only ring the Poly phones, not the desktop app or mobile app.Direct calls or Extension to Extension should ring Poly and apps.Turning off Call Queues in the Admin Portal or apps disables Poly phones and apps, so that is not a solution.Found one case that was similar:https://community.ringcentral.com/questions/116554/how-to-make-queue-calls-ring-desk-phone-only-and-d.htmlThis would work, except there is no choice for Extension to Extension calls. They go only to Poly, not Poly and app.Any thoughts appreciated. Thanks!

With one of my users I have an odd issue. When they go into the placed calls on the Poly VVX 350 there is the name of the person they called but the number shows as 9632580,74147 and when they try redialling it can't connect. Only seems to be happening to this one user.

The article here https://support.ringcentral.com/article-v2/10587-G-Suite-Auto-User-Provisioning.html?brand=RC_US&product=RingCentral_MVP&language=en_US states "The users auto-created in RingCentral will be capped by

I would like to use the Yealink W70B to connect multiple handsets to the same line. I provisioned the base successfully, but cannot get handset to call out or receive calls. Anyone familiar with how to set this up, or if it even works this way?

I have three users with existing extensions: 101, 102, and 103. I want to set up a greeting where the caller will press 1, 2, or 3 and the call routed to one of the three extensions. I know this is easy but one thing or another blocks me so I'm reaching out for help.

Hi, we have a super simple intercom setup that we've used for 10+ years. With our old Cisco phone system, we were able to have someone press the speaker button, which would then ring 4-5 phones, and whoever answered was able to speak with that person, then click the * key on the phone, which would allow the gate to open. Now we have RingCentral, and the proposed ATA-192 device doesn't work. Really need help finding a solution that allows our Valcom V-2001a to connect to an extension on RingCentral. Any advice would be greatly appreciated!!!

All, We use MAX AGENT. Is it possible to transfer a call to an "UNAVAILABLE" agent? The problem we have is if a call is transferred to an unavailable agent, it goes to their voicemail. If the agent goes "AVAILABLE" to pick up the transfer, there's the risk that they'll first get routed a QUEUE call from our 1-800 number, not the call being transferred. I have to assume we are not the first company to have this dilemma. Will doing a "warm Transfer" or "ASK" of an unavailable rep allow the transfer to pass through? Steve

Have an account but there are two businesses on the account and would like to have the callerID show the other company.Have to add another company to the account in order to do so?Does anyone know the steps to take in order to get this done?

5 members in a Queue group. Set to ring simultaneously. One of the extensions is on a call. Someone calls in and the other 4 phones ring. The extension on a call would like to place that call on hold and pick up the other call ringing on the other 4 phones. Can this happen or would that person have to place the call on hold and physically walk to another phone to answer the second call ringing the group?

I have multiple queues set up and i want to see what queues my employees are taking calls from. Is there an analytic tool that can show me this information?

Can a Call Queue Manager text from the queue number?Thanks!

When using Ring Central app on an android phone, when making and receiving calls, people can not hear me when talking, unless I change it to Speaker phone during the call, then they can hear me fine. If I turn off speaker phone during call, they cannot hear me.Nothing wrong with phone as normal phone calls and MS Teams calls all work fine when using the phone normally (up to ear) and on speakerphone.Have checked all the settings and Microphone is added to Ring Central App etc. Have wiped the phone back to factory settings and update it, and made sure that have the latest RC app from play store. Cannot understand why it works on Speaker and not on normal (up to ear) just for this App????Any help appreciated.

Whenever my company finishes a call, we give a separate number for the customer to call and then proceed to block the number temporarily so that our "hotline" isn't backed up with unnecessary calls. I've blocked numbers from the admin portal and from the extension but we still receive calls even though they're blocked. I'm just curious what I need to do in order to stop receiving calls to our "hotline." Thanks!

I used the bulk import form and included the MAC/Serial number. After I did so all the phones are showing "order is pending" status. I tested with a phone and it boots up but in the portal it still showed pending until I rebooted the phone 4 times like an article I found said to do so. My question is, is there another work around as I have 65 phones to deploy and do not really want to have to reboot the phone 5 or 6 times X 63.

I'm setting up Poly b2 base with three Rove 30 handsets. I go through the ring central admin portal and get to the point 9in the automated setup where you enter the phones MAC address and get an error message stating the number is not recognized. It does regardless which handset info I enter.Polycom has confirmed the phones are unlocked and the info I'm entering is correct.Any ideas on how to fix this. RC and Spectrum have been useless