News & Announcements User Community Developer Community

Welcome to the RingCentral Community

Please note the community is currently under maintenance and is read-only.

Make sure to review our Terms of Use and Community Guidelines.
  Please note the community is currently under maintenance and is read-only.
Home » Users
"RingCentral Phone App" vs "Softphone" in User Device Settings
Tags: phone, softphone, settings
Apr 6, 2024 at 3:43pm   •   1 replies  •  0 likes

The majority of our users make and receive calls through the desktop phone app exclusively (they don't use a desk phone or the mobile app). As I was going through user device settings I found that some users have two devices listed- RingCentral Phone app and Softphone- but the former doesn't seem to be utilized. So I'm a bit confused as to why it's showing at all and if this is how it should be.

Here's a screenshot of what I am referring to.


Now, if I open the RC Phone app details, it shows "Offline", which is why I unpublished it.


Conversely, when viewing the softphone details, it shows "Online" and that it is associated with the computer.


So, I guess my question is, what is the point of the 'RC Phone app' as a device? It doesn't seem like it belongs. There's no option to delete it, either. I'm hoping someone can tell me if having the phone app listed is the expected behavior when the desktop app (softphone) is the only device being used and, if not, how to remove it.

1 Answer
answered on Apr 13, 2024 at 2:37pm  

I believe, it's because the user has signed into a secondary phone. For instance, they use MVP to make/receive calls, but then they use the standalone desktop phone app. That's considered a second phone, so the system will assign a secondary phone number so that device can make phone calls.

I've run into this numerous times as well.

To remove the secondary number, you may be able to move the device to a dummy extension, and then delete the dummy extension. This would move any devices back to unassigned inventory.


A new Community is coming to RingCentral!

Posts are currently read-only as we transition into our new platform.

We thank you for your patience
during this downtime.

Try Workflow Builder

Did you know you can easily automate tasks like responding to SMS, team messages, and more? Plus it's included with RingCentral Video and RingEX plans!

Try RingCentral Workflow Builder

Developer Platform
Integrated Apps
App Gallery
Developer support
Games and rewards

Resource center
Product Releases
App Download
RingCentral App login
Admin Portal Login
Contact Sales
© 1999-2024 RingCentral, Inc. All rights reserved. Legal Privacy Notice Site Map Contact Us