Admin: Provide admin access to users mailbox

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  • Updated 4 months ago
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Does anyone else find it backwards from an Admin perspective that for non-standard user account, such as an after-hour voicemail box, that as Admin, i cannot log in and delete messages that have been delivered by email unless i fully set up the user with the password, pin and security questions? I have many of these accounts that i use for different purposes yet i don't want to set each up to log in once every few months to delete the messages.
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St. Germain

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Posted 3 years ago

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Frank Beaven

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This reply was created from a merged topic originally titled Checking my employees messages.

I wish that I could, as super administrator, check my employees (extensions) messages without knowing their passwords in case they are unexpectedly out of communication or sick or something.
(Edited)
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Stephanie Bianco

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This reply was created from a merged topic originally titled Admin Access to All Users Voice Mail Messages.

1. Account type: USA
2. Business type: Interior Design Firm
3. Request:
Wondering if there can be an update where admin can access all messages without entering in each users' password.
4. Scenario:
That way if someone is out sick, on vacation, traveling for work, etc we are still getting back to our clients or potential clients. I don't want to have to ask my team for each of their passwords and have to store of list of them somewhere, that's not very secure. We have already missed messaged about potential new clients needing to reschedule or vendors needing to confirm product information to move forward with a client order.
5. Benefit:
Admin can make sure clients and vendors are receiving a return call on a timely basis.
6. No case number
7. Number of users: At least 24 with potential to grow.
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Chris Duquette, Champion

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There should be a way for any super admin to have permissions set to be able to hear any message anywhere, if as an admin you can log in and edit all the other information for the users why not be able to listen to the voicemails if need be?
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Cecile Glassy

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USA-based acct | 2887 Users | 3800 DID lines | 28 sites | all Polycom VVX500 phone handsets 

01-16-2018 FIX THE DO NOT ACCEPT MESSAGES/VOICEMAIL SETTING

USE CASE

About 500 of our phones are just used as a courtesy phone and are not intended for incoming calls either from inside the organization or from external sources.   We have to spend time manually cleaning out these mailboxes even though we have them set to Announce and Hang Up if called. 

Either fix the option and make really not accept voicemail when it is set to Not Accept Incoming Messages    or     make it an Admin option/checkbox --- that can be done from the portal without having to manually Login to each of 500 phones every week just to clear unwanted messages. 

RingCentral is trying to seriously move into Enterprise markets - but this is a glaring blind spot. 

This should be an Admin checkbox allowing deletion or filing of messages.
(Edited)
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RichPapp

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This reply was created from a merged topic originally titled How to remove the Change Password option for a regular user?.

USA, Medical Billing.  We have multiple users, but all messages need to be retrievable by any staff, including on local extensions in case of vacation, sick day, etc.  Need to make sure clients messages are received and handled timely.  5. Timely responses.  14 users. 
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Cecile Glassy

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USA-based acct | 2287 Users | 3800 DID lines | 28 sites | all Polycom VVX500 phone handsets 

01-29-2018  Your suggestion that all messages need to be retrievable by any staff would NOT work for most organizations.   In your case   just reset everyone's password to a common generic one and notify all staff.     We have thousands of users, hundreds of managers and Directors and this type setup would not work for Enterprise Environments.   This does not even take into account privacy issues.
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Stephanie Bianco

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Isn't everyone having the same password a privacy issue though? And then we would have to deal with changing the password and updating the staff with every turnover. Would you do that for your company? This would not be for all staff to have access, this would be for those with admin access only. I would also think that director and manager level employees who have admin access, especially those of an enterprise environment, would not dig around for voicemails in other departments, or have the time too. If that is the case, that's more of an HR issue. Also, to not just think about your own company and for me, not to just think of mine, if we think of how everyone can be accommodated, what if each company had the option to add this feature or not. So a corporate company like yours can keep processes the same and not have to deal with a change, and a smaller but growing company like mine can actually function more smoothly.
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RichPapp

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We are VERY new to RC, just got our first training today, so we are still learning how it works.  In a small medical billing organization of 14 users (we deal with HIPAA every day) where staff are not permitted to have cell phones at their desk, nor allowed to have any personal email, I don't see any privacy issues.  The issue we are concerned about is how to make sure information from clients & insurers is processed timely so our providers are paid promptly.    We are going to use 1 password for all non-management staff to ensure we can retrieve messages times.  The ease of retrieving messages daily outweights the occasional turnover.  I agree, we will need to change the passwords then.  If Mgmt can get those messages somehow, that wold also work?  
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Issues

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This reply was created from a merged topic originally titled Super Admin should be able to access ALL vm's and Faxes from THEIR Login.

1) USA account
2) Real estate
3)  A super admin should be able to access all voicemails, faxes, attachments, etc with their login credentials -- NOT have to login as a specific extension to access.
4) Client states they sent a fax to one of our team members, who is out today. I should be able to login in as admin, find that fax using advanced search feature and then ACCESS that fax from my login. Your customer service tells me the only way to do that is to long into that team members account to access the fax. That's ridiculous!
5) Aren't they obvious?
6) N/A
This reply was created from a merged topic originally titled Admin password for viewing voicemails on all extensions.

There should be an option to have the ability to allow us to have a default admin password to access the voice mails from the admin portal and still be able to have the owner of the ext to set their own password to access the account. If you could write something to allow the current admin password to be entered into the field for viewing messages.
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Brandon, Champion

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This seems like a huge privacy issue and I highly doubt RingCentral would allow this.  If you really need to access a user's voicemail you should have their credentials that they agree to share with you.

What you can do to get around this is archive users messages (preferably by gaining their permission to do so first).  Then an admin can review the messages as needed.

To address the OP's comment from 2 years ago though.. I do agree an admin should be able to clear all messages from a mailbox (without listening to them) and it would also be nice to have a retention policy where they would auto delete after x days.
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RichPapp

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I don't see it as a privacy issue - it is company business in a company voice mail.  The company policy should state that personal business should not be co-mingled with company business and that the company reserves the right to access all voice mail.  Better, have it as one of the policies the new employee signs to understand/abide with upon hiring.  

What happens if someone is out sick?  Long term injury?  Quits and decides to be a "jerk" with their employer?  
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Cecile Glassy

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USA-based acct | 2287 Users | 3800 DID lines | 28 sites | all Polycom VVX500 phone handsets 

2018-02-26  It looks like maybe lots of assumptions made in this post.  Were it critical to get into the VM after an Employee left employment with the company RingCentral would accommodate the request.  Do not assume that putting it as a required employment policy would work, it would face stiff legal challenges. I suggest maybe read up on data privacy at EFF.org     Employees do have some reasonable expectation of some privacy even when they have signed an Acceptable Use Policy required by employers.  They do not "own" the data, but they do have some privacy rights.
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Linda Young

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We also would want an admin to be able to access any employee's voicemails in those circumstances where the employee is out sick or on vacation. We have had situations where we needed to call the employee so that we could get messages we needed.
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Cecile Glassy

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USA-based acct | 2287 Users | 3800 DID lines | 28 sites | all Polycom VVX500 phone handsets 

Linda Young - why don't you just reset the employee password to a temporary password?  In the rare cases where this circumstance would occur, we do this and notify the user.  They change their voicemail password back when they return from being out.