Desktop App: Deauthorize Softphone on Exit (logout)

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  • Updated 1 month ago
  • (Edited)
Many people have a desktop at work and use a laptop while traveling or working from home, myself included.  If the softphone would deauthorize when exited I could use the softphone on my desktop at work and my laptop on the road or at home without needing to go through the tedious process of manually deauthorizing it each time.
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Scott

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Posted 2 years ago

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Lucy Beck

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This reply was created from a merged topic originally titled Log on from any PC/Mac and use RingCentral Integrated to Other cloud apps such as....

Using Ringcentral Office (8.2.1.22660 (64-bit)) for our business integrated into ZohoCRM (CRM2016).
We are a true cloud company and hot desking environment. All our desktop computers have and laptops have access to ZohoCRM and have the RC desktop app installed. The idea is that people can turn up without a computer and use any of the desktops available in the office so they dont have to carry around anything more than a handheld device.

We have discovered that part of the integration between ZohoCRM and Ringcentral is hardcoded to a particular computer. For example a salesrep who usually works on a laptop while on the road and when in the office decides to work from home one day and logs in from his computer at home that also has the desktop app installed. We discovered that even though he is logged out from his laptop on both Zoho and RC, he cannot make a call from the desktop computer by clicking on the call button in ZCRM. After a 90 minute support session with a RC team member we discovered this was because RC is hard coding the authorised computer in the RC admin panel.
If we deauthorise computer 1 RC auto logs out of the desktop app, then we log out of ZohoCRM and relog into both apps we can now use RC desktop on computer 2
We were sold RC and indeed became partners on the back of the fact that is was a true cloud app - as users cant swap from computer to computer and log into their account from anywhere (as they have learned to do using Zoho) its not a true cloud application.
Please will you fix this issue so if RC desktop is installed a user can literally log onto to his account anywhere he has access to a browser and make use of his RC account integrated to ZohoCRM.

Hope my use case is clear enough for you to work from.
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Scott

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That's a very good point.  We are also in the process of migrating over to ZohoCRM and intend to use softphones.  Our users don't switch computers often but this is a very good point that we'll need to make sure we consider.  Thanks for the info.
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Joe Corrigan

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Is this a technical limitation or are there monetary gains RC is leaving on the table if they allowed us to use Ring Central app both at home and in the office? Nothing more annoying than the software or service you pay for doesn't know it's you and you must log in multiple times. 
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Matt Mikolajczyk

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I too see this as an issue for some organizations. However, personally I use the mobile application when I am on the road. As I have my laptop with me, it is easier using the cell phone app, especially while on the road. Having to deauthorize the computer that is using the softphone is a light hindrance, but the RC system has the workaround(if you will) of using the mobile app at the same time. The only issue I would see here is that if your organization is preventing mobile usage, and if you aren't the government, your organziation really needs to rework some of their policies!!
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John

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I work solely on my laptop (a Dell mobile engineer's workstation) and am running RC softphone on that working laptop for office phone. I can of course also use it when I take the laptop out of the office. But I also use the smartphone app both in and out of the office.

I am thinking about buying a small, inexpensive Windows laptop, $200 or less, on which to run RC softphone and use primarily as a dedicated RC phone. Save the screen space on my working laptop, and use my working laptop for working, rather than for both working and phone. Since it would be a Windows laptop, I could do other things on it, too, if I wanted. But I would use it primarily as a phone, like a portable desktop phone.  Move it from room to room as needed. Let someone else in or out of the office use it while I'm gone. Take it with me if I need to. Let someone else take it with them if they need to. (Frankly, I don't know why people buy expensive voip desktop phones when they could use inexpensive laptops, instead.) Keep softphone on my working laptop at the same time, and move authorization to it if I need to.
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Matt Mikolajczyk

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Yes, I don't know why desk phones are needed either. We are a laptop organization. People could solely use softphone and mobile applications and make/receive phone calls without a deskphone. I think it's the perception of having a phone on your desk. If you don't have one, you won't make phone calls??!! Some things are hard for a 25 year old organization to give up :)
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John

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Like faxing. Who needs it?

I once knew a high and mighty corporate person, now in his early sixties, who, when email was invented, refused to get an email address and use email. He would just say, "I'm not going to do it! I refuse to do it! It's too impersonal!"

He insisted on continuing to use fax, even when it got to the point where his office had him set up to receive faxes on his computer. Even then, he refused to read the faxes in tiff or pdf form on his computer. He insisted on printing them out to read. He also insisted on continuing to send all communications out by fax, and then by printing out the message to be sent and putting the paper outgoing message through the fax machine.

There was no good reason for him not to use email. He was technically ept. Only, he had backed himself into a corner, and he wouldn't swallow his pride and come into present time. His business suffered, his employees suffered, and the professional and charitable organizations in which he held leadership posts suffered. While memos and all were going out to everyone else via email, you had to put everything else aside and send his to him by fax.

What's funny with some of these people is that they will buy these expensive voip phones, but then do everything they can to make those phones act and work just like softphone on a computer. Not to mention all the other trouble they have with them, judging by the posts you see here.
(Edited)
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Joe Corrigan

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I love love love dialing from my computer. Will continue doing so as long as I have this service. I believe I saw tumbleweed cross over my desk phone from the lack of use. Furthermore, I make a ton more calls via RC for Outlook.
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Eric L

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I agree with what Scott said in his original post.  The other alternative would be to allow more than one authorized computer.  Even increasing the allowed number of authorized computers to two would be better, since most people either use their work computer or laptop.
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Lucy Beck

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If RC are going to fix it they have to make the integration back end and not fixed to a computer. I have laptop, home computer and the choice of several computers at work I can log onto oh then there is my iPAD. I need to be able to move seamlessly between these devices
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Joe Corrigan

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And Bingo was his name!
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John

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I think it would be cool to be able to use the ADP (I think it's called) to hook up regular desk phones and use softphone on the computer both on a single account in one location.

I wonder if softphone can be used as a regular desk phone running on a computer that is connected like a regular desk phone to an ADP via a USB telephone modem connected to the computer and regular telephone line from the modem to the ADP device:

Computer running softphone  >  USB telephone modem connected to computer  >  telephone line connected to ADP

That way, in a single location, rather than using standard desk phones with ADP, you could use computers, instead. RC wouldn't be out anything, since it would be no different to them account-wise than customers using regular deskphones with ADP.
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Jasmine M, Employee

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This reply was created from a merged topic originally titled Desktop app for PC: have 2 users with different logins on the same pc use differe....

1.Office Premium 2-19 line
2:not discussed on call
3. customer has 2 agents on one pc using different logins, with each agent having his own digital line. conflict occurs when digital line assigned reflects pc name. some call forwarding issues crop up because the pc name is assigned to the digital line and it tries to log in 2nd user as an additional softphone on his own digital line and setting up call forwarding may be done incorrectly if the person making changes has trouble identifying which device is which. 

4:Scenario::: customer will be able to use 2 agents on one pc using different logins, with each agent having his own digital line to identify it. customer will be able to keep each user's settings separate, while being able to make/receive calls on the same computer.

5: customer should be able to keep each user's settings separate, while being able to make/receive calls on the same computer, as well as to ensure it will be easier to choose the digital device as a forwarding number on call handling and forwarding as it will not try to view him as an additional softphone, instead, which is something that may confuse users who are unfamiliar with how to set it up.

case#: 05115181
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Jim

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This reply was created from a merged topic originally titled System Needs To Support More Than One Softphone Per Line.

It would be great if system could support more than one instance of softphone per line. This way, someone could load softphone on both their desktop and laptop computers and use whichever is more convenient for them at the time....
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MANISCALCO

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RC limit to one softphone login requiring the user to login to the administrative portal to use the softphone on another computer, such as home office, is ridiculous.  RC should simply allow an automatic logout of the other softphone when in use on another computer.  To have to constantly reauthorize and deauthorize everytime you change through the admin portal is a serious negative and I am already looking for a better phone service solution.
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Cecile Glassy

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This is an issue with a subset of our users as well. We have a whole class of user in our organization categorized as "Mobile-only" users because they work at a different job site each day of the week.  They work at a fixed workstation at each site due to the nature of the job-role, so they must authorize and de-authorize everywhere they go, every day.  Complaints ensue.  If the HUD could be set as described in the original Idea post at the top of this thread, to deauthorize upon logout - this would cut down on user frustration and resistance to adoption of RC as their phone app.
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john

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Agree with the feature being asked, also sometime people don't logout and have both machine running...
So I believe a quick and easy interim solution for RC would be to 'minimally' build a button right into the softphone program, so user can press it to authorize that computer right away!
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John DiNapoli

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This is the way to go. Don't make the user go through the hoops. I need to make a call, I don't have time to deal with deauthorizations - I just need to hit an ACK to let me do what I need to do - make and receive calls right now.

Even with a non-live (phone) system such as Adobe product "Captivate" with a single license but installed on home-office and at work machines - where you login presently, asks to "deauthorize" the other location(s).
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TPCoMatt

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I have a similar situation here.  Our call-center is all softphone-only (via a Desktop).  As an incentive, on some days managers allow some people to work-from-home.  The intent is that they would install / log into the softphone on their home-computer, and be able to work.  Even MS-Office will allow you to install on multiple computers.  The world we live in today, people do use multiple devices and computers.
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H.K.

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This limit is making me want to get rid of our ringcentral account. I was not told of such limitations from sales. Matt Gauden told me that any of my agents could call using the app from any computer, but never mentioned that an admin would have to "deauthorize" a computer every time. Very deceptive ringcentral.
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Mike Larkin

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I want to make this very simple. When you log in to the softphone on you desktop, it is the only device that the softphone can by used on. When you leave and have to use you laptop, you log into the softphone app, It will ask you to authorize the app. When the app is authorized, the desktop app is de-authorized automatically. And visa versa. The process right now is too cumbersome, and if you forget to de-authorize before you leave the office your out of luck.
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Jan Ferguson, Champion

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Mike,

You are not out of luck if you forget. Even if you forget to de-authorize your desktop you can log into your portal via your laptop at http://service.ringcentral.com and de-authorize it from there. Then when you start the desktop app on your laptop, it will authorize it. While it's not a perfect solution, you don't have to worry that you absolutely can't use the desktop app on your laptop simply because you forgot to de-authorize your office desktop before you left.
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Mike Larkin

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I am out of luck now. My desktop is in IT upgrading so I am working off my laptop. I just spend 30 minutes with customer service and they didn't have an answer. This process is way to complicated and needs to be simplified.
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Jan Ferguson, Champion

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Mike...did you try the solution I mentioned above? You don't have to have your physical laptop to do this...ONLY an internet connection to your RingCentral portal.
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Nate A

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There is really no fix for this?  I don't understand why this wouldn't be configured so that logging in on a 2nd device would automatically replace the existing 'authorized' device, or leave both active...
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Alex Farling

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I'm not even sure why any of us use this terrible company anymore... Oh, right... we are stuck in a contract... but as soon as that's over, we are gone!  Half working features, terrible support, and a one sided service contract that leaves customers stuck!  We are looking at Nextiva and Broadvoice as alternatives... 
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Nate A

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I've settled on just leaving my desk PC as the soft phone and using iPhone app while traveling with laptop.  Not ideal but it will work in my case, hopefully they can still release an improvement.
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H.K.

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The main issue with this is you can't monitor or use any management features in the app.
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Desk

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We have Ringcentral with 22 phone lines on a business plan, and we need automatic desktop deauthorization.   It is a waste of time and resources for our employees to have to manage this.
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Nate A

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I've found that since I removed my desk phone, both my desktop and laptop are working now.  In my admin/phones & devices it shows me with a softphone and ringcentral for desktop.  I wonder if that might help anybody else waiting for this feature?  (Personally, I'm happy to save the desk space and not have a desk phone)
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Ana Correia

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This would be a basic improvement. I always struggle when I want to work from home. I have even tried to use the mobile app but because of the way things were setup the handset and desktop app prevail and then whenever I answer a call on my mobile I get cut off.