Phone

I am new to the RingCentral platform. I also have never configured Polycom phones before. With guidance from RingCentral Support I have been able provision our mix of Polycom VVX 400 and 601 models. I also set them up with soft buttons showing the other extensions using the names of the office’s users.Why can the soft buttons in Position 1 and 2 not be edited or moved in Users → Users with Extensions → Name → Devices & Numbers → Presence? Why does the name of the user of the extension for which the phone is configured appear twice? This is redundant. Can one of them be removed?Also see the attached JPEG file. Apparently, adding inline images in this editor has been disabled.

There is one phone that rings whenever an extension that is setup as a presence key is called.  The checkbox “Ring my phone when any users I am monitoring rings” is unchecked.  The phone is a VVX450.  All the presence keys have been removed, phone unplugged then plugged back in.  No extensions are shown on the display.  Confirmed by adding calling a couple of the extensions that were previously assigned to presence keys and his phone did not ring.  Added one extension as a presence key, unplugged the phone and plugged back in.  The one extension is now showing on the display.  When the presence key extension is called the users phone rings.  I again confirmed that the “Ring my phone...” box is unchecked.  Tried a resync and still the same thing. Also, tried checking the “Ring my phone..” box, unplugging the phone, plugging back in, removing the check, unplugging the phone and then back in. Nothing seems to work.  Anyone have any ideas as to how to resolve

Our law office maintains seven (7) dedicated conference lines. We would like the ability, directly from the RingCentral app (desktop, browser, or desk phone), to click a “Conference Line” button that displays and initiates the 7 office-owned conference lines, rather than each user’s personal conferencing details.Ideally, this button would provide immediate access to the conference dial-in number, host access code, and participant access code, along with the ability to start or invite participants to a conference with a single click, without requiring manual dialing or the entry of host or participant ID numbers.

I had to reload with Windows 11. I can’t get the buttons on the Voyager to respond in Ring Central Firmware is up to date. Tried Factory ResetAny help appreciated.  

all my calls are going to voicemail.

Hi!If agents are still logged in calls are being received even though it is after the set hours of operations for the business.My understanding is that inbound calls afterhours should hear the set afterhours message, and go to voicemail even if agents are still logged in and available. Is there a way to make sure calls do not come through afterhours?Thanks!

Hi, Any help would be gratefully appreciated! Due to OBi302 not available, i am attempting to provision a poly 400 ATA. Existing provisioning tools do not seem to match configuration changes required in portal. I have also attempted manually configuring SIP but think I may be missing something!

I’m thinking of switching from RingCentral to another provider. I like that I get notes of my calls and I can do webinars but I don’t like that I can’t schedule text messages and send text or reply to text messages if 13 individuals are in the thread. Will this change next year? If no, I will have to do research to see which other company has the services I need. Thank you for your time. Paula

When a user is on an active call or logged into a RingCentral meeting, they still receive the pop up for incoming calls and the ring/notification. This is especially frustrating for call queue members who are on support calls with clients or on a RC Meeting assisting a client and they are continually receiving incoming calls. How can we set it up in RingCentral at a user or call queue level to not pop up and ring a user who is on an active call or on a RingCentral meeting? I have been chatting with RC Support and searching the support and community posts and have not been successful in resolving this. Can anyone help?

I have auto-recording enabled for my extension, and standard 1:1 call recordings work perfectly. However, when I add a third participant to an existing telephone call (merging it into a conference call), the recording automatically stops.Trying to start recording manually during the merged call results in an error.Is there a way to enable recording for merged conference calls? Do I need an additional license or plan feature?If one of the participants in the conference is external (not a RingCentral user), can the call still be recorded? Is there any alternative way to capture the recording in this scenario?Thank you

This is a problem in the Softphone App. We are having an issue where our users attempt to make a 3-way call, sometimes called Local Conference, or 3-way Merge, where we are on a call, click to add a user, dial the number using the dial pad, connect successfully to that 3rd number, click on the Merge To Conference button, then both callers are disconnected about 1 second after the merge to conference button is pressed. Is anyone else having this problem or heard of this problem. This is getting very frustrating to diagnose.

We are experiencing a recurring issue in the RingCentral app affecting one of our users. At random times, when she manually types a phone number into the dialer, the call does not go through, she can not even initiate a call.Here are the specific behaviors we’re seeing:• She types a full phone number and presses Enter → Nothing happens (no call starts)• When typing the number, the suggested contact bar underneath sometimes auto-populates with another employee’s internal line (mine)• The suggested internal number is not even remotely similar to the number being typed• This incorrect suggestion overrides the ability to place the outbound call• Refreshing the app or retyping does not always fix it immediately• The issue happens intermittently, generally a couple times a day. It will occur with numbers that worked fine before, not the same num

I received an email that my TCR registration is deleted when i call the customer support they said it is because of fraud and the respective department will explain me why in 48 hours. how could i resolve it If there any any kind of fraud happened from my number i need details so i can justify.please let me know what is way out?

I am a RingCentral partner and have several clients that are reporting that random phones will report no service and then reconnect. There is no rhyme or reason behind this. We have unassigned the desk phones and reassigned them and that has fixed the issue for some but not all.  As this is happening to several of my clients thar are in different areas and different internet providers and that it is random phones and not all phones we can not find what is causing this issue. All network requirements are met. 

hi,ive contacted the [removed by moderator] .. but i didnt get any response. is there anyway i can change my username and email for my number?

Is it possible to limit which Templates appear in Workflow Builder to the agents.  For Instance, the “SMS keyword auto-reply” template is one I’d like to not have available for any agent to use.  

I'd like to have some shared voicemail boxes made. My question is: If I have multiple lines feed into a shared voicemail box, will each individual line still receive their own voicemails in their voicemail boxes as well, or does that override it and they all go to that one shared voicemail box?

The Phone HUD feature work on some extensions, but not all. The only setting/ Phone/ General is on/off for HUD. I’ve toggled and restarted, but it still does not work.

Several users have reported shared voicemail messages are delayed by as much as 24 hours.  This seems to be a recent development.  Users state all messages are cleared, but then the next day new messages populate from the day before, some from as early as 10-11am.  Is this a known issue?  I have not yet opened a support case.

What I’m wondering is if there is a setting that I can activate that will let me record a greeting that will play and then immediately place an incoming call on hold until I can answer it? While I’m currently on the line already?Example: I’m on the phone and the customer is speaking to me. I cannot interrupt them to ask them to hold while I take the new call long enough to ask them to hold while I finish the first caller. I am the only one here to answer the call though. So, I’m wondering if the new call coming in can be answered by Ring Central and asked to hold until I can end the call with the current caller and then switch over to the new caller? Hopefully that isn’t too confusing.

We have 4 extensions in our office, all in same call queue and set to simultaneous ring. Problem is, one of the phones is receiving calls frequently that aren’t ringing to everyone. When the desk is not manned, how can we (others in call queue) grab that call without physically running across the room to answer it?

Randomly I have several numbers that the location is not the same as the others within the number range.  How can I update this so that the CalleID is showing correctly? For example 50 numbers will show Location:  United States, Boston, MA while two are showing Location:  United States, Brockton, MA.  When these two employees make outbound calls their CallerID is showing Brockton, MA as opposed to Boston, MA. Any help would be appreciated. Thank you

US Account - Is there a way using Ring Central to schedule text messages to send at a future date and time?  We would like to schedule text messages to go out over the weekend when we're not in the office.  Thank you!

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.

If I am using a third party SIP application how would I park a call?From a deskset there is a call-park button but from an app I need the proper feature access code.