When I answer the phone, it now has a recording that prompts me to press 1 to answer. I looked at older answers but my system does not have the toggle to turn it off in the incoming calls section or anywhere else in the system. Any other options?
Hi
The reason you cannot find the toggle is because Call Screening ("Press 1 to answer") can exist at two different levels in RingCentral: your personal user extension settings or your Call Queue / Shared Line settings.
If the toggle isn't showing up under your incoming call settings, the prompt is being enforced by a group feature or an admin-level configuration.
Here are the places to check and turn this off:
If you haven't checked the main Admin Portal yet (rather than the desktop app settings), check here first:
Log into the RingCentral Admin Portal as a user or admin.
Go to My Extension (or Users > select your extension if you are an admin).
Click Screening, Greeting & Hold Music.
Expand User Greeting or Call Screening.
Set Call Screening to Off (or uncheck "Ask caller to state their name" / "Prompt to press 1 to accept call").
Click Save.
If the call is ringing your phone via a Call Queue (e.g., Sales, Support, Info line), the queue itself has its own override setting for "Press 1":
Log into the RingCentral Admin Portal.
Go to Phone System > Groups > Call Queues.
Select the Call Queue that receives the incoming calls.
Click Screening, Greeting & Hold Music.
Locate Display Name & Call Screening (or Agent Answer Confirmation).
Disable the option that requires agents to press 1 to accept the call.
Click Save.
If calls are being forwarded to your personal cell phone number or an external landline:
RingCentral automatically forces "Press 1 to answer" on external forwarding numbers to prevent your personal cell phone's voicemail from answering the call and dropping it before a coworker can pick it up.
To disable this: Go to Call Handling & Forwarding under your extension settings. Find your mobile/external phone number entry, click Edit / Advanced Settings, and disable "Require to press 1 before connecting." (Note: Doing this means your personal cell voicemail may occasionally capture business calls).
Have a colleague place a test call directly to your extension or through the queue. Answer the call to verify that it connects immediately without playing the audio prompt.
If this resolution helped solve your issue, please mark this comment as the best answer!
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.
