I prefer the old Legacy softphone, over the new Desktop for Windows/MAC softphone.

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This conversation has been merged. Please reference the main conversation: Desktop App: Feedback for Legacy Softphone upgrade to RingCentral for Desktop

I have been unable to figure out how to populate the cover page of an outgoing fax to a recipient that is not in my contact list.  It was quite easy to do with the old softphone app.

What am I missing here?

As you can probably guess, I hardly ever send any faxes.  This is the first time that I have attempted to send a fax using the "upgraded" softphone app.  Is there a screen that pops-up prior to actually sending the fax, where you can add the recipients information? This is for business, so I am afraid to get that far, and accidentally send out a fax with missing info on the cover page.

I would SERIOUSLY like to go back to the old softphone...

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Brian Seekon

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Posted 5 years ago

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Mike, Official Rep

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Hi Brian,  After you click the fax icon to initiate the fax, you'll get the window below which I'm sure you are familiar with. If the recipient is not in your contact list, you'll just manually enter their fax number in the "to" field.  All the other fields including your information will copy over to the cover page. The "to"field on the cover sheet will remain blank.  So, unfortunately, there's not a field to add the recipients name unless you want to just included something in the "notes" field.  If it's for business, I would then recommend to just add the recipient to your contacts so that field propagates. 

 
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Brian Seekon

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Thank you for the reply Mike.

You've got it!  This is the exact problem I'm having, and apparently there is no fix for this.  I have such a hard time understanding how a bunch of computer programmers can's figure out how to make this happen.  At this point the faxing software is darn-near worthless to me.  How can you have faxing software that does not allow you to populate the cover page recipient information?

Is there a way to revert back to the old software? (I assume not) 

I find it incredibly frustrating when people take software that works (albeit not perfectly) and remove a part of it that was never a problem to begin with!

I suppose that a workaround would be to create an external cover page, then attach it to the outgoing fax, but that just seems ridiculous.

If I failed this miserably at my job... I would be out of work.  AS I read previously from another frustrated client; "The new software appears to be mostly flash, and no substance." 

I guess all I really need to hear from RingCentral is, "We WILL fix this."  (So far I have not seen any evidence of this)

-Brian

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HootSuite App

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This reply was created from a merged topic originally titled New Softphone.

In response to ARAinLA on TWITTER: https://twitter.com/ARAinLA/status/68...

@RingCentral you will force me to DOWNGRADE to your new Softphone software with LESS functionality? https://t.co/4U6hMXzKDF
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Kim, Alum

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Official Response
If you are finding that the new desktop app is missing something that you use on the Legacy, please go to Settings > and submit Feedback. 
We do understand that technical issues and changes can be frustrating, and
want to hear from you, but feedback must be productive
and professional. 

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Joe Lavely

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We were just forced to upgrade to the new version 7.50.020.00 - with no warning and no way to continue using previous Legacy version. The old version worked just fine and now we are encountering multiple issues that are interfering with the way our company operates. Namely cover page issues, which appears to be an ongoing problem according to community posts dating back a year or more. We send multiple faxes a day, to various contacts that are only used once or twice. If we want to add cover page, nothing shows up in the Recipient fields. Even if a contact is added (which we don't want to have to do for every fax sent!) the information doesn't get put in the fields on the cover page. Support was contacted, and no clear response was given as to why we are unable to access the features that worked just fine for us in previous version.
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Kim, Alum

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Joe, please see the above image and submit your feedback through the App. As far as a warning on the legacy being retired, RingCentral sent the account Admin's multiple emails over the last few months.
(Edited)
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Joe Lavely

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Feedback was submitted, through the app and by phone when technical support was contacted to walk us through how to get the new version to do for us what the old version did without any problems. Still no clear answers on how to get the cover page to properly display recipient info - with or without adding new contact.
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LESCHEK

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Bad business, unhappy.
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Andrew Quist

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https://community.ringcentral.com/ringcentral/topics/caller-id-blocking-doesnt-work-for-windows-desk...

Still isn't fixed.

I have 4x clients canceling service right now because they cannot call out blocked. They use the softphones in a call center setting. This has been over a year that this has supposedly been in development and they still cant figure out how to add a caller ID blocking option to the desktop app. 

Now with the force move of legacy soft-phone blocking there is no where else to turn but to another service. 

Nextiva here we come.
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Jason Preston

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I am jumping on the band wagon too.  We upgraded to the new version and it will not recognize my Brother 7065DN.  It will recognize my Brother MFC-j430W but that one is not always available.  I talked with tech support and they could not figure it out and gave me the old version.  Everything was fine until Jan 15th when they shut it down.  Now I can not use my good scanner.

VERY UNHAPPY.  ALL I USE IS THE FAX FUNCTION AND IT DOESN'T WORK!  
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Mike, Official Rep

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Hi Jason,  The new RingCentral Desktop should recognize the scanner when you install the software. Was the softphone by any chance installed while connected to a different network, or when the printer/scanner was offline?   Make sure the pringer is online and available on the network, then try to re-install the RC Desktop and if that does not work, please open a case and let us know.  Open a Case
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Jason Preston

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Mike,
Thanks for the reply.  

I did open a case late summer or early fall 2015.  I had an RC tech work with me for about an hour, even connected to my computer.  Finally told me they would have to report this bug up the channels.  That is when they gave me the link to the old program and everything worked fine.

My network is very small, one room, two computers one wired printer/scanner and one wireless printer/scanner that goes in the mobile office in the summer.  I can connect to the wired scanner with other programs, like Paper Port, but the new RC program won't see it.  Same problem with both computers.  Same problem as last fall.

Like someone else said, I don't need all the bells and whistles, I just need a simple fax program.
 
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Mike, Official Rep

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The RC Desktop has had several updates since last Fall. If the latest version is not working, you'll need to open a case so we can troubleshoot the problem.  
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Andrew Quist

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I doubt they will write you back.

Just as you feel, my clients are outraged that they would not even notify them by email that the software was getting disconnected. I had no idea about it until I came on this site, but who seriously browses this forum for fun ? 

The only good tech support for this company is out of Denver, and its pretty hard to get through to those guys. There are some people who browse the forums on here that are pretty helpful however.
This reply was created from a merged topic originally titled VERY UNHAPPY with forced update to Desktop Application.

Being forced to convert to the new Windows application is beyond frustrating. The reason we never did so in the first place is because it was not user friendly and half of what we could do on Softphone could not be done with the new updates. A new version of something should never be released until you can do exactly what you could do with the old version plus more. If that cannot be done, why even release a new version and on top of that, force the users to use it when the kinks aren't all worked out? We are currently looking into other options for Internet Fax because RingCentral is no longer making things easier for us. In fact, RingCentral has made things more stressful and inconvenient for our office.
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Kim, Alum

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We need users like yourself to provide detailed examples to the Submit Feedback option inside the Desktop App as to what features you'd like added/fixed. Please be patient with our Product Team as they review all of them and prioritize them accordingly.  Thank you. 
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Joe Lavely

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I downloaded the user's manual, using the link in the "Settings" of the new softphone. The manual is not even for the current version! And the word "Error" does not appear anywhere in the 46 page manual. 
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Andrew Quist

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The way I see it we have 3x options : 

1.) They allow continued usage of legacy softphone.
2.) Fix the issues on current desktop app ( not holding my breath ) 
3.) Cancel service.
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Kim, Alum

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Andrew-we need users like yourself to provide detailed examples to the Submit Feedback option inside the Desktop App as to what features you'd like added/fixed. Please be patient with our Product Team as they review all of them and prioritize them accordingly.  Thank you. 
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Joe Lavely

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I would like to find a stand-alone fax program that uses print to fax. All I need is to be able to print a document of any common format to a fax program, and give it a phone number to send a fax. A simple cover page would be handy also.
I agree! We only use RingCentral for faxing. As I can see, RingCentral is gearing more toward calling and instant messaging. If you happen to find an internet based company that is centralized around faxing, let me know! 
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Andrew Quist

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E-Fax.com
(Edited)
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David Bidwell

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I agree. the other issue I have with the New desktop soft phone it it does not work with the Message reply. When Some one calls your phone you have the option to send them to voicemail or send a text reply Like Call me back in 10 min. If the Caller sends a reply back to you like a yes or no. it will not show that in the new Soft-phone like it did in the old Soft-phone. I have been trying to get them to fix this for 2 years now and they still have not fixed it. not they will not even let me use the Soft-phone. that was working? this is very bad for business. I'm looking into another company. I have 3 pending issues that have been open for over a year that have not been fixed. and I am sick of it.  here are the case numbers. that they will not Fix. and they are not just about the Soft-Phone. 03731899,  03793915, 03797698 & 04064232
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Kim, Alum

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Official Response
Attention: For troubleshooting please complete the following steps
  1. Please uninstall the old version off of your computer as it may cause some issues.  (The Legacy will be Labeled: "RingCentral: Softphone" or just "softphone").  
  2. Logout & Close the new one ... also close it from running in the background.
  3.  
  4. Deauthorize the PC (see image at the bottom)
  5. Go to Computer > Local Disk (C:) > Users > pick user > If you don't see "App Data" at the top above Contacts just click on the bar above and enter in /appdata (then hit enter) > Local > RingCentral > right click on the Softphone and Delete




Deauthorize the PC


 .
(Edited)
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Christopher Panades

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Post was closed in another thread, so copying and pasting here. I noticed this as well when my Softphone was basically force-closing itself after I kept declining to update. I tried the beta for the new Windows Ring Central when it first came out, and hated it. There was a reason why I stuck with the Legacy Softphone for so long. 

Some of the many dislikes
-Boring Minimalist Interface that everyone and their mother seems to be jumping into now a days
-Less features then the original Softphone 
-We can no longer use our companies created MP3 Hold music via Softphone
-Faxing is now more complicated then ever.
-My Logitech G430 do not work with the new app. Callers are unable to hear me.

Why fix what isn't broken??

Please bring back the Legacy Softphone.
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Andrew Quist

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They can at least put a option when downloading saying something to the effect of 

" use at own risk , legacy softphone is not supported"

This would give them the time to fix the outstanding issues that they didnt deem worthy to include.

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Christopher Panades

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I would be 100% okay with this. I never expected to be able to call in for support if I had any issues with their old softphone, and I knew that while continuing to use it.

However, when you pull the plug on something without reason and force users one a platform that's worse then what was originally used? Come on, that's as if Microsoft pulled the plug on IE and said you can't use it. 
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Joe Lavely

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Many posts in this topic have been deleted. Does RC not want an open discussion? Is censoring the forum the best way to help your company and your customers?
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Mike, Official Rep

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Hello Joe,  We welcome open discussions as long as they remain professional.  Occasionally we do have to remove or edit posts on the Community in order to maintain a professional orderly environment.  For more details visit:  Why was my post removed?
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Joe Lavely

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This reply has been removed by RingCentral:

I switched my VOIP to Nextiva years ago. I have kept RC for faxing only, because it generally worked well, and it had a "print to Fax" feature in the old legacy software. For a long time, RC did not have  print to fax in the new downgrade. I see that it is actually there now. I have stuck with the legacy version until today, when I was forced to downgrade with no prior notice. Yes I knew that RC wants everyone on their new downgrade, but they never sent a notice telling me that as of a particular date the previously working version would cease to work, and that my only option was to downgrade to a product that I don't want, and that has problems. In the new downgrade, I get an error when attempting to view a cover page. Also, when sending a fax, the "To:" fields do not get filled in on the cover page. This worked fine on m the legacy version. What is RC thinking, to release a product with such an obvious and basic feature not working? And one more t hing - in the "Product Tour" it says that if I submit feedback through the new downgraded product, RC will write back. But after submitting feedback, a popup message says they won't reply. Which is it? 

Replies can be removed by community moderators if they contain inappropriate content or private information.

Joe Lavely, a moderator for RingCentral, gave this reason for the change:

error unrelated to new desktop app. 

"error unrelated to new desktop"? I never had the error with the old softphone. And RC can't tell me why the error occurs, so how can it be determined that it is not related to the new desktop? It is at least a compatibility issue with Windows 7 or a conflict with other installed software.

This forum, among other things, is for RC customers to search for answers to issues with RC software. It is possible others have experienced this same error. They might post a solution and solve my problem, or I might find the answer and help someone else with the same problem.

Censorship is not the answer.
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Mike, Official Rep

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Off topic from original question/topic

Please reference the new conversation here: Print to Fax issue.
Just submitted for Feedback. Are there any other fax features that I may be missing? If so, please let me know so that I can add to this list and keep submitting.

New "upgrade" has downgraded many fax features that we use on a daily basis. We only use RingCentral for faxing and this is extremely frustrating. Please bring back or fix these features.

 

-custom cover pages, with working fields

-when creating a new fax, bring back the spot for Name, Company, Fax #, and Subject line. Make sure it shows up on the Cover Page

-do not need to create a contact for name information to show on cover page, be able to just enter information for one time faxes

-be able to drag and drop FROM RC desktop application to another application, like Outlook as an attachment (we could do this in softphone)

-liked in softphone that sent items and outbox items were seperate, not jumbled with received faxes. Have them all seperate or at least a different color so it is easy to decipher at a glance

-on cover page note, if we "enter/return" to add space in between statements, make sure those spaces are depicted on actual cover page.

-would rather new fax pop up a new screen instead of being all in the application. looks confusing.

-change some colors in the desktop application. there is hardly any contrast. it all blends together and makes everything so confusing. looks more like an app on a phone than for the computer.

 

-If you could bring back the legacy softphone app and offer just faxing abilities on it, that would be amazing. Maybe offer customers an option of just faxing or faxing with calling and messaging with different price options. From what I have read on the forums, the majority of the people upset about the update are the ones who primarily used the faxing features, which is where I can see only downgrades were made to on the update.

Our agency will never use any of the calling and messaging features, we will always ONLY use the faxing features. It would be nice to have the softphone app back because it worked so well. If you can't give it back to us, then make sure the new update has every single fax feature available plus more. That is the only way it would be considered an "update".

(Edited)
Anyone else in favor of this idea, please help me get the word around! https://community.ringcentral.com/ringcentral/topics/offer-customers-an-option-to-just-fax-or-fax-ca...
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Mike, Official Rep

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Because this topic has strayed from the original question, we merging this into a topic specifically focused on the RingCentral for Desktop upgrade. Please feel free to add your comments to that thread. For any idea or feature specific requests please comment on a relate thread or create a new idea topic.  Feedback for Legacy Softphone upgrade to RingCentral for Desktop

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