Windows 10 - Softphone not connecting

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tiffany-frame2649 asked · Jul 22, 2016 at 05:40 PM

Windows 10 - Softphone not connecting

How do I add a soft phone for Windows 10? I have an actual phone on my desk and the desktop app on my computer and want to have both be able to dial out and receive calls. It was working fine and now I can't dial out from the desktop app as it says I do not have a softphone.

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Answer 1 · 2016-07-22T19:24:55Z

kim answered · Jul 22, 2016 at 07:24 PM

Tiffany - Can you clarify. You said you have "the desktop app on my computer", then you ask how to "add a softphone for Windows 10"?
Are you only getting the "ringout" option? If so, deauthorize the desktop app, logout, then log back in.

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Answer 2 · 2016-07-22T19:27:30Z

tiffany-frame2649 answered · Jul 22, 2016 at 07:27 PM

Sorry, I have the desktop app and then I have a physical phone on my actual desk. What I need to have is the ability to have both ring when calls come in, as well as the option to dial out on both. When the actual phone is connected my desktop app shows as though I do not have a digital line and will not allow me to call out. The person at ring central said it had to do with Windows 10 but they are unsure how to fix it.

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Answer 3 · 2016-07-22T19:59:58Z

kim answered · Jul 22, 2016 at 07:59 PM

So far your Digital Line is assigned to your Desktop App, not your Hardphone. Do you have two extensions? What is the last 4 digits of the Serial Number? Currently there is no hardphone on your ext.

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Answer 4 · 2016-07-25T12:15:00Z

tiffany-frame2649 answered · Jul 25, 2016 at 12:15 PM

I have one extension. We had it connected to the handphone and then it wouldn't let me make calls from the desktop app so we just had the ring central customer support switch it back to just the desktop

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kim · Jul 25, 2016 at 01:20 PM

(Conversation set to private)

I recommending putting the hardphone on your extension - assigned to the DL. Then you get the Desktop App free with it.
See here for How do I swap out a phone? Swap out the Desktop App for the hardphone - deauthorize & logout of the desktop app - the log back in. It should then look like this:

The Phone Number will be assigned to the Serial Number (Hardphone) then the softphone will be free.

Let me know if you need help!
Kim

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tiffany-frame2649 · Jul 25, 2016 at 01:54 PM

When I swap my desktop phone for my app as the main line I cannot add the ring central app for my computer as a line. See the picture where I don't have the select button.

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kim · Jul 25, 2016 at 02:39 PM

I know we were disconnected - that's okay. Let your phone re-boot. Logout and close the desktop app - then re-launch it and I'll call you back

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Answer 5 · 2016-07-25T15:22:22Z

kim answered · Jul 25, 2016 at 03:22 PM

I generated a case for you and escalated it. To update the case with further information please login to http://success.ringcentral.com/RCContactSupp Select contact support, and you will be able to see view: all open cases at the bottom of the page. Case#: 04839234

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Answer 6 · 2016-07-29T18:56:26Z

tiffany-frame2649 answered · Jul 29, 2016 at 06:56 PM

Thank you so much for your help Kim.

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Answer 7 · 2016-07-29T19:24:25Z

kim answered · Jul 29, 2016 at 07:24 PM

Tiffany - I'll close this thread as I verified this was resolved and your softphone did registered. :-)

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Answer 8 · 2020-07-30T02:35:13Z

kim answered · Jul 30 at 02:35 AM

Tiffany -

What kind of account do you have?
To have both the desktop app and the deskphone ring at once, set your Desktop App & Smartphone to 0 seconds under Call Handling.
To make outbound calls as Direct Dial, your softphone needs to be registered to the Desktop App.

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Answer 9 · 2020-07-30T02:35:54Z

kim answered · Jul 30 at 02:35 AM

You're welcome! :-)

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