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mel avatar image
mel asked ·

Confused about adding user or phone or ??

Our two person office has been using RingCentral happily for awhile with a modem and two regular phones.  But only having the desktop app and iphone app on my phone is a hassle - but I am confused by the terminology about adding a user vs. adding a phone vs. adding a line.

Can I add a user so the other person can also log in to the desktop app without going to two VOIP phones adding a second line?  I am happy just having one phone number for this small office.  The other person currently has an extension for voicemail, but doesn't show as a user in my admin portal.  I've been reading help guides all afternoon and am still confused.
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Booker DeWitt avatar image
Booker DeWitt answered ·
Hello Mel!

Our system has three aspects to a user extension. There's the user extension itself, direct phone numbers, and digital lines. User extensions are just the shell for the user. The user extension is where you define things like user hours, passwords, call handling, and greetings. It is also where the voicemail is stored, so you don't actually need a phone number to get voicemail. 

Direct numbers are simply phone numbers that tell the system where to send a call. They don't have the ability to dial out on their own, but can receive calls. If the extension only has a number you need to either have a cell phone set up to ring in the user's Call Handling & Forwarding, or they need to be logged into the RingCentral app (desktop or mobile). If they're logged into the app though they can't make direct calls out if they only have a direct number. Direct numbers cost an extra $4.99/month unless you've included them in your initial contract.

Digital lines are what are attached to devices like deskphones and desktop apps that give them the ability to receive AND make calls. Every digital line comes with number. Deskphones must have digital lines to function, and desktop apps with digital lines with be able to make calls entirely through the RingCentral app. Line costs vary depending on the account.

Users can have multiple digital lines and direct numbers on their extension, but a call to any number on the user extension will ring everything.

I'm a bit confused with how you worded your question above though, so could you please clarify what exactly you're wanting in terms of setup?

~Matt
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mel avatar image
mel answered ·
Matt, your answer really helped clear things up.  It sounds like what we want is a direct number.  We currently have a Cisco Spa modem and two analog phones on that line, and that works fine.  What we need to add is the ability to have the app on the other computer and phone.  Calling out from the single line we have now is fine for the volume of calls we have.

Can you point me to how to answer the questions when I add a direct number?  

This has been very helpful.
Mel
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Booker DeWitt answered ·
Mel

I would suggest that you call into our tech support line for the rest of this setup. I have a better idea what you're wanting to do, and it's certainly possible, but without actually seeing your account I don't want to give you instructions and then have you get confused if what I describe doesn't match how things are currently set up. If you call the tech support line at 1-888-898-4591 and select option 3 then any of our techs will be able to help you get this set up the rest of the way so things are working exactly how you would like them to, and they'll be able to not only answer further questions but walk you through how to do some of these things on your own.

Matt
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