Our Google and Meta pages are registering a large number of click to call responses from our ads, but we are not receiving the calls. We believe that they’re being filtered by the RingCentral software. Does anyone have experience of this, and a solution?
Thank you
+3Hi
You may want to try these recommendations I've gathered below to help get those ad calls flowing through to your team:
RingCentral’s automated spam filter can sometimes flag the dynamic numbers used by ad networks as automated calls and drop them before your phones ring.
Log into the RingCentral Admin Portal.
Go to Phone System > Auto-Receptionist > General Settings > Block Calls.
Under Block options, check your RoboCall / Spam Blocking settings. Try changing the filter from "Block" or "Drop" to "Send to Voicemail" or temporarily adjust the sensitivity to see if the ad calls start coming through.
If your main line routes calls directly to an Automated Attendant menu ("Press 1 for Sales..."), Google and Meta's call-verification systems won't press a digit. When the automated routing gets stuck at your menu, the call disconnects—resulting in a recorded click on your ad dashboard, but no live call reaching an agent.
Workaround: Set up a dedicated direct phone number (DID) specifically for your Google and Meta Call Ads that bypasses the IVR menu and routes directly to a Call Queue or live desk phone.
Google Call Ads route through Google Forwarding Numbers (GFNs). If these pool numbers ever trigger RingCentral's reputation filter, they can get stopped at the door.
In the Admin Portal under Block Calls, ensure your Allowed Calls or Trusted Numbers settings aren't strictly filtering out unrecognized pooled numbers.
Check your Call Log in the Admin Portal under Analytics and filter by Blocked Calls around the exact timestamps your ad dashboards report the clicks. If you see incoming calls being dropped after 0–2 seconds, it confirms the line is rejecting the connection, and adjusting your spam/routing rules should resolve it!
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