Desktop App: "RingOut" vs "Direct Dial"?

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How can I switch the phone from "RingOut" to "Direct Dial" if the "Direct Dial" option isn't showing?
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Debrah Lambert

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Posted 3 years ago

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Kim, Alum

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If RingOut is your only option, please login to your account online and go to Settings > Phones & Numbers > select the Softphone and de-authorize the PC.  
Then logout of your Softphone, close it, and log back it. When you log back in the Desktop App will re-register (authorize) automatically. 

Make sure your version is up-to-date.  

Note: If you have a hardphone on your ext, you'll get the FREE softphone (depending on the account).  If you do not have a hardphone then your account Admin will need to add the Full DL Softphone with a charge to be able to get "direct dial".  Otherwise the App is used as a Call Controller and you can only use RingOut.) 





How can you tell if it's the Free Softphone that comes with the purchased hardphone or the call controller? 
In the Admin Portal: The phone number assigned to Virgina Guest Ext 888 is listed next to the Phone Icon, meaning the DL belongs to the Hardphone, giving the Softphone the free one that is included.



The phone number here is listed next to the Computer Icon, meaning the DL belongs to the Softphone.  



The PC Name cannot be assigned to more than 1 device.  Only 1 PC can be registered to 1 Softphone.  This could also be a reason why RingOut is the only option, if you swap computers. 

If you only have the Call Controller and want the Full DL Softphone, please Contact your Sales Rep for details.
(Edited)
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James J

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So it looks like giving the Desktop softphone the "Direct Dial" capabilities adds another billable extension. Why is this when you can dial out directly from the softphone app?
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Kim, Alum

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It depending on the account, but for the most part:
  • If you have a hardphone (physical phone like a Polycom or Cisco) on your ext, you'll get the Free Softphone. This allows you to use Direct Dial on the Desktop App. 
  • If you do not have a hardphone then you will only get the option to use RingOut. The App is used as a Call Controller only. Otherwise you will need to have the ADMIN add the Full DL Softphone with a charge to be able to get direct dial
Contact your Sales Rep for details.
(Edited)
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James J

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So you should be able to direct dial from the softphone if you have already paid and also use a hardphone without paying for a DL in addition to the hardphone?
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Mike, Official Rep

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Yes,  You can install RC Desktop to as many computers as you want, however, to direct dial, you have to have it associated with a single PC. You can authorize and deauthorize each computer so that it works with whichever machine you choose. 

See: Assigning the RingCentral Desktop App to a Computer
(Edited)
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Joe Corrigan

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This has become a huge inconvenience! One person, multiple work locations having to deauthorize each laptop/pc I work on performing my job. 
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Mike, Official Rep

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Joe... Here's a related idea topic. Please visit this thread and click the "vote" button at the top and leave comments if you wish:  Deauthorize Softphone on Exit
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romeo

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I don't see the option for softphone or de-authorize the PC. The only options I'm seeing are Presence and Intercom. I also search for Asus Repair Center please suggest me best repair center near to me.
(Edited)
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Saadet - Community Support, Official Rep

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Hey romeo,

Can you share a screen shot of what you're seeing? 
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Dusty Hervey

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This reply was created from a merged topic originally titled Why can't I make a call (new user), also cant access Help Center..

So I just got Ring Central today at my new job. I wanted to try it out and make a call, but I can't without putting in a custom number. It won't let me move forward without putting something in that field. I don't have a custom number so I just made something up to continue, and well I still cant call anyone. When setting it up, I don't remember it saying anything about a custom number. My coworker tried to help me out, his apparently doesn't have the custom number thing, and calls right away. I couldn't find anything in the settings to help.

So, I tried to access the Help Center to get some assistance, and it kept kicking back to the login page. I'm using Chrome, I don't know if that makes a difference, please help.

Another thing about my coworkers....in his Call settings, he has two options, Direct and RingOut. He has Direct selected. I only have the RingOut  option. I think that this might be part of my problem.
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Mike, Official Rep

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Dusty, If you have additional questions on Ringout vs Direct dial let us know. 

Regarding the problem accessing the help center, please take a look at this thread and if your issue sounds the same, please open a support case as instructed on the page.  

Help Center Bug


(Edited)
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Mike, Official Rep

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Dusty, If you do need to purchase a Digital Line this article shows the steps. 

Purchasing an IP Phone or RingCentral Digital Line from the online account

Note:  If you only plan to use the Desktop App, and not a hard/desk phone,  when you get to step number 7, where it asks you to select a phone, you can scroll down until you see Other Phones > RingCentral for Desktop.  


(Edited)
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Hardeep Chahal

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This works
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Dusty Hervey

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I don't see the option for softphone or de-authorize the PC. The only options I'm seeing are Presence and Intercom. 
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Kim, Alum

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Can you post a screenshot? If you don't see deauthorize, then your desktop app may not be registered to your PC in the first place. Logout of your desktop app and make sure you login with your digital line (not main number + extension). 
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Dusty Hervey

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I don't believe I have a digital line, the only number I was given was the main number, plus the extension.
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Kim, Alum

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Dusty - without a digital line on your Extension, you will only have the ability to use RingOut. You should not even see "direct dial" as an option in your settings. Therefore you will not have or need the de-authorized option. 

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Dusty Hervey

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Yea, Ring Out is my only option, so no digital line. How can I get a digital line? Is that something I need to request of my IT team?
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Kim, Alum

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The account ADMIN will have to add on to your extension but going to:

Users > your ext > Phones & Numbers > Add Phone > all the way at the bottom "Other Phones" > RingCentral for Desktop > Select 

Once the DL is added to your extension you will have your own phone number. You will want to logout of the Desktop App and login with the DL + your password now. 
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Lyndsay Neer

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I am trying to do this as an Admin for a User that has a direct line only, but when I get to the step of assigning existing numbers to selected devices it doesn't show the users number available. 
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Saadet - Community Support, Official Rep

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Hey Lyndsay, I would suggest calling our Support Team so we can share a screen with you and better walk you through this: 888-898-4591, Option 3
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Robin

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I have been using the Softphone for about 10 years now with the same number.  Suddenly, I am unable to find the phone on my desktop either to authorize or de-authorize or even purchase another softphone.  This has been going on for about a week and because I have had patients all week I have not been able to take the time to interact with customer service.  It's making me crazy!  I tried to post a comment with customer support and it appears that none of the support attempts have been logged, and I get put into a loop at customer service with a message that states they are available Monday through Friday to take my call, and it is Thursday, but no human being ever comes to the phone...Could I possibly be in the Twilight Zone?
(Edited)
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Saadet - Community Support, Official Rep

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Please see the new separate post

Please reference the new conversation here: Cannot Locate Softphone