Help with Unsupported or 3rd party equipment.

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Need help with unsupported  or 3rd party equipment?  Feel free to post to this thread and solicit help from other Community members. 

From time to time we get question from customers who are using unsupported equipment; routers, phones, headsets, or other equipment we may not be able to assist with. 


Mike
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Mike, Official Rep

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Posted 4 years ago

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This reply was created from a merged topic originally titled add Non RingCentral VOIP device, Is it required to purchase from ring central?.

How to add existing Non RingCentral VOIP device to my account, Is it required to purchase anything additionally from  ring central for this case?
(Edited)
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Buczek

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Good morning Mike. If I purchase POLYCOM SoundStation IP 5000 from Amazon is it possible to connect it to our ring central account? I only ask because the pricing difference is significant.
Thank you,
Matt
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Mike, Official Rep

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Hi Buczek,  This isn't one of the models we've tested. There is a good chance it could be manually provisioned, however, before you invest in a 3rd party phone, you'll want to contact your account manager and have a discussion around the specific needs and functionality you need. Although many 3rd party phones can be provisioned, and provide basic functionality, they will lack other RingCentral specific features. 

Mike 
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Tracey Bauman-Male

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Hello!  I have a Hitron CGN3 from Rogers. Is it possible to setup the phone to this router or wireless gateway, as they call it?
Thanks in advance! :)

Tracey
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Matt Mikolajczyk

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Buczek, the IP5000 are now supported by RingCentral. I have 15 devices!!!!
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Cecile Glassy, Champion

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We are using SoundStation IP 7000's in our organization - we have about 13 of them online presently - Ring Central assisted us in provisioning 3  these a few weeks ago.   They work fine with the RC system once provisioned correctly. 
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Eddie Parra

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This reply was created from a merged topic originally titled Lync not registering.

I am unable to get Lync to sign-in on my VVX 500 using 5.2.0.8330.  To validate my credentials and that Lync was reachable, I used this following Python script:

https://gist.github.com/msmorul/7902330

Output below:
--1. GET: https://lyncdiscoverinternal.REMOVED.net/
--Response Code: 200
--2. GET: https://lyncwebsvl.REMOVED.net/Autodiscover/AutodiscoverService.svc/root/oauth/user?originalDomain=REMOVED.net
--Response Code: 401
--3. POST: https://lyncwebsvl.REMOVED.net/WebTicket/oauthtoken
--Response Code: 200
--4. GET: https://lyncwebsvl.REMOVED.net/Autodiscover/AutodiscoverService.svc/root/oauth/user?originalDomain=REMOVED.net
--Response Code: 200
--5. GET: https://lyncwebsvl.REMOVED.net/ucwa/oauth/v1/applications
--Response Code: 201
--6. GET: https://lyncwebsvl.REMOVED.net/ucwa/oauth/v1/applications/103606586670/people/contacts
--Response Code: 200

Couple of questions:

1) Does anyone have details to exactly how the VVX 500 attempts to sign-in?  (e.g. Which URL's it calls, does it support discovery, ...etc).

2) Could anyone suggest another software release I might have better luck with?

Thanks!
(Edited)
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Mike, Official Rep

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Hi Eddie, You are welcome to solicit help on this thread, but, your best bet may be to check with Microsoft since Lync is an MS service. 

Mike 
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philforrest

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Hello Folks,

I am working with a Veterinary Medicine clinic and we are still deploying/testing RC. I recently became a reseller and completed both certifications over the weekend. However, I still do not know how to address this issue.

The clinic has 6 Polycom SoundPoint IP 601 phones with the latest 3.1.8 firmware and test calls work great on their RC account. What is odd is the clinic has only two full time staffers (doctor and vet tech) and the rest of the employees are part time college students. 

So, 6 physical phones in an office with only 2 full time humans. The phone locations are:

- reception
- lab
- stock room
- surgery
- office
- kennel

The doctor wants the phones to function like their existing 20 year old rusty PBX in that any phone can answer a call. And if a call is active on the main line, a second call rolls over to the the second line and rings all phones. If both lines are busy, a third call would go straight to auto-attendant giving the caller a chance to leave a voicemail.

I'm at a loss how to configure this. The admin portal seems to want me to sign up for additional digital lines which I do not need. There is no way they would need (or pay for) 6 lines.

This seems like such a simple retail/warehouse configuration. 

Can anyone comment or make a suggestion?
Thanks,
Phil
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RC-Installer, Champion

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Hey Phil, I run in to this all the time about how a new customer want the new Ring central system to function exactly like their old PBX.  The entire model is different.  Ring central does not work on lines but users and in some cases it is cost prohibihited because if you have a phone you need to pay for a line.

Now, Ring central has introduced a shared line feature that should work for your senario but I feel testing would have to be done and the other catch is it is only supported on certain phones.  The Polycom series to be exact. 

Polycom desk phones: 321, 335, 550, 650HD, VVX-310, VVX-410, VVX-500 

There are some limitations so you need to test if you could convince them to purchase new phones.

The key here is to explain to the customer up front the limitations of the system or what their expectation of the system will be.  

It is not for all businesses.

Good luck

Chuck
Certified Ring Central Installer
chuckfuscone@gmail.com
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philforrest

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Hey Chuck,

Thanks for the comment. You know, I completed the RCCE certification yesterday and not once in the training was shared lines mentioned.

I believe in the vanilla VoIP world this is called "shared line appearance" and the Polycom SoundPoint IP 601 phones have (in the Web config page) a toggle for "Private/Shared" which indicates something in the software is ready to act in a shared line manner with the 601s. 

So in a case where there are more phones than humans, RingCentral is not a good fit?
Thanks,
Phil
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RC-Installer, Champion

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Well, I think Shared lines is their answer to this.  I do not have it setup with any of my clients at this time but looking to test it at some restaurants. (Test I say)

I think there are some limitations so I want to see where it falls short.

As a general statement you are correct but as they improve the shared lines it could be a good solution.

Could you get your customer to purchase new phones.  That will be the trick.

Keep us posted.

Chuck
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Jason Close

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SPA500DS with RC Cisco SPA-508G phone?

Has anyone found a way to configure the SPA500DS sidecar to work with this phone?

Thanks,

Jason

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Jerry

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This reply was created from a merged topic originally titled Comcast is recommending the CISCO DPC 3939B,.

Comcast is recommending the CISCO DPC 3939B, which is not on the Ringcentral recommended list of routers.  Is it worth getting or should I just purchase one from the list.  Comcast states it has QOS and will work well with VOIP.
(Edited)
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Mike, Official Rep

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Hi Jerry,  There's a good chance it will work, but since it's not one that we've tested, we can say for sure.  I moved your post to this thread. Hopefully there's another user out there who has tried it and can chime in to help you out. 

Mike
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Wayne Folta

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Has anyone used a Polycom Soundstructure C series device with Ring Central? We're not satisfied with the IP 6000 conference phone at all and want to move to a system with overhead mics and speakers.
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Bruce Reed

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Did you move to a SoundStructure device and SIP card and were you able to get it provisioned for RingCentral? Need to do this for one we have purchased.
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Mike Bruns

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Hi Mike,

One thing that would be very helpful, is if RC could create a document showing "Recommended" values for the SIP settings for common devices.  

For example, here are the settings for my Cisco/Linksys SPA-2102;  



Some of these parameters are defauts from CISCO, some are defaults from RC, and some were tweaked by support.  For parameters such as DTMF TX Method:, here:  

 

It would be nice if RC had a manual provisioning document that stated that the "Recommended" value was AVT+INFO or whatever the recommended value truly is.   I can download the installation guide, google,  and figure it out, but would save lots of troubleshooting.    
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Hasan Alpan

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This reply was created from a merged topic originally titled Netgear Prosafe routers.

We use Netgear Prosafe series routers within our organization - primarily the SRX5308 or FVS318N.  Does anyone have any experience in setting up these routers to support Ring Central VOIP phones?  Any assistance would be appreciated.  Thanks.
(Edited)
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Mike Bruns

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Hasan, feel free to post your questions if you run into issues.  

While I don't have specific experience with the Prosafe series, the biggest thing you can do to give your users a good experience, is to separate the network traffic.  As much as possible, don't let a VOIP network packet anywhere near a Youtube packet.  

QOS helps somewhat, but if the bandwidth of ANY segment in the network path is 100% utilized,  the sound quality will be poor and your users will complain.  There's nothing that Ringcentral or any VOIP company can do to fix it.  

If you can, have a separate internet connection for just VOIP traffic.  Send the data over the primary line, VOIP over the secondary.  

If you can, run your phones to a separate network switch.  At a very minimum, they need to be on separate VLAN's.  

Getting RC working is typically not an issue.  Getting it working well, always, can be a challenge.  Reaching out to a reseller, like RC-Installer (Chuck) on this board would be a wise investment.  
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Khalique Rehman

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I have two VVX 600 phones which are working fine on RingCentral except few features including Presence, Paging and Camera ( VVX Camera). This phone is very similar to Polycom VVX 500. Is there any solution to make these features work?

Khalique

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Khalique Rehman

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But the issue is when you provision VVX 600 on Ringcentral as Non Ringcentral Phone (As Polycom VVX 600 is not in the list) the presence button is grey out and you get this message “Currently none of your assigned phones can receive Intercom calls. Phones with this capability can be purchased from RingCentral by clicking "Add Phone". You get the same thing and message when you try to turn on intercom.

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Khalique Rehman

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More details.

When you provision VVX 600 on Ringcentral as Non Ringcentral Phone (As Polycom VVX 600 is not in the list) the presence button is grey out and you get this message”Currently none of the phones on your extension can show presence. Phones with this capability can be purchased from RingCentral by clicking Add Phone.

You get the Disabled greyed out button when you try to turn on Intercom and get this message “Currently none of your assigned phones can receive Intercom calls. Phones with this capability can be purchased from RingCentral by clicking "Add Phone".

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A J

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CAn you provide instructions on how to add VVX 600 as a Non Ringcentral Phone?
Can VVX 600 be added to RC as a VVX 500 (which is a RC supported phone?)
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Mike, Official Rep

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You would have to do a manual provision. See Manual Provisioning of a Polycom Phone
(Edited)
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Bill Mlynarick

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This reply was created from a merged topic originally titled Has anyone been able to configure a Cisco SPA500DS?.

Has anyone been able to configure a SPA500DS? RingCentral has been telling us for over a year that they are working on making this an "approved" device. Very frustrated.
(Edited)
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Mike Harsch

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This reply was created from a merged topic originally titled Algo doorphone.

Is the Algo 8028 SIP Doorphone supported under a RingCentral Office account?  Can it be made to work as both an extension and remote door lock control (as designed)?

I found this blog describing trouble with this device, but couldn't find any followup.
http://justin.greene.com/2011/11/algo-8028-sip-door-intercom.html
(Edited)
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Lorenzo Shepard

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This reply was created from a merged topic originally titled using Headphones with Polycm VVX 410 - wired or bluetooth.

Is anyone aware of an adapter that I can use with my Polycom VVX 410 that would allow me to add either a 3.5mm jack or Bluetooth so that I can use  my headphones to for calls? 

Thanks - 
Lorenzo
(Edited)
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Jim O'Brien

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This reply was created from a merged topic originally titled Any provisioning help for 3COM phones? Specifcally the 3102?.

Trying to get an older 3COM 3102 phone to work with RingCentral - Any help would be greatly appreciated...Thanks
(Edited)
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Matt Davis

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I have a couple of those phone as well.  Have you had any success getting them to work?
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rghawk

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Just wondering if you were ever able to get the 3Com 3102 phones working with Ringcentral?
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Darrell Layman

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This reply was created from a merged topic originally titled Does anyone use Sennheiser OfficeRunner headset with the RingCentral softphone or....

Has anyone tried using the Sennheiser OfficeRunner headset with the RingCentral softphone or the PolyCom phone? If so, does it have full functionality?
(Edited)
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Jennie Burningham

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Presence by Sennheiser - does this not work with Ring Central either?  I just got it for a 60 day trial run, it works great with my Iphone but and is recognized on the computer, but won't pick up the Ring Central calls - help!

Jennie
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Chris Cripps

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I am looking for the same thing.  From Headsets.com, "please don't buy our OfficeRunners and then use RingCentral, they don't play well with each other.  Use a different phone company"  From practical application: we have not had a huge number of problems.  I have a few users that have weird things like the headset resets to mute with each hang up or pickup and phones seem to be quirky.  We have used the legacy softphone and the new windows softphone. 

If there are particular settings that work well, then it would be nice to know about those. 
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Don Schultz

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This reply was created from a merged topic originally titled Is there at way to use the AT&T SynJ SB67158 DECT 6.0 4-Line Corded/Cordless Phon....

Is there at way to use the AT&T SynJ SB67158 DECT 6.0 4-Line Corded/Cordless Small Business Phone System including 5 handsets with 2 RingCentral lines?
(Edited)
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Mike Bruns

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It looks like these are standard POTS lines.

You should be able to put this system behind a Ringcentral ATA, and configure the 2 lines in a RC calling group.  Incoming calls will ring on an available ATA, For outbound calls, the user will select an available ATA.  Intercom calls won't go through Ringcentral at all.

I can't tell if the "line" will light-up on the handset though.  
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Khalique Rehman

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I have 3 Polycom VVX600 and several features don't work with RingCentral including the Video as I have Polycom cameras installed on the phones. Ringcnetral needs to step up and provide the support for higher end phones for executives.
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Brandon, Champion

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This reply was created from a merged topic originally titled RingCentral Meeting share iPhone or iPad with Airplay?.

Has anyone been able to do this?  I tried with the Mac Meetings app and my iPhone and I see the connection in Airplay from my iPhone, but it only allows audio not mirroring so I can't actually share my iPhone screen.
(Edited)
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Danno, Champion

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Brandon - I use Reflector2, for demo and training of iPhone, both for Ring Central and other programs.  Here's a link.  My only suggestion is to make sure you keep it up-to-date, especially when iOS updates and if you get a new phone. 
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Nick S.

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I am the tech support person for Viking Electronic's new line of VoIP door phones. To register to a SIP server with these devices, all that is available for SIP server settings are SIP Server IP Address, User name, and password, and these setting all have to be put in manually into our programming app. Does Ring Central need more information for a device to register to the SIP server than what we can use? We keep getting asked by customers about this. 
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Mike, Official Rep

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When following the instruction in the link above, set the phone to "other" and you'll get the below information. All the information below is necessary to provision with RingCentral, or the phone will not come online. 

What type of phone is this for? 

User-added image
(Edited)
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Nick S.

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This is for a Viking IP Doorphone. The image in my last post shows the only SIP server settings we can use to register to a SIP server. I'm the tech support for these devices and I've been asked about using Ring Central with them. If the outbound proxy and Authorization ID are mandatory, It's probably not going to work. 
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Mike, Official Rep

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Nick, I double checked with one of our engineers and it doesn't sound like it will work. He confirmed the phone won't register in our system without the Authorization ID.
(Edited)
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Nick S.

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Ok, that's what I needed to know. Thanks!
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Mike, Official Rep

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You're welcome!
I am looking for help with a Grandstream gxp1625.  I have gone through all the setup as what little is provided on Ringcentral.  It mainly goes through getting settings and putting into Account 1.  It is still offline and cannot get it to work.  Is there some other settings I should be looking at? Thanks.
I still haven't heard anything back yet.  The GXP1625 is one of the current models so it is not an old model.

Still trying to get this to provision and work.  I have the settings from Ringcentral and entered them all in.  I am wondering if there are other settings for the Grandstream phones to work with Ringcentral.  The grandstream are suppose to be compatible but I have yet been able to get it to SIP register and work.  Please, any help...
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Mike, Official Rep

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(Edited)
Tried multiple times. Checked multiple sites with suggestions. Even did a factory reset and start over. Tried on different routers that have had working VOIP phones. Should be really simple but it just doesn't want to register. One thing I do notice is when enter a password and go back in, that spot is blank. Almost like it won't save that part. Dunno if that is the way it works or maybe part of the issue.

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Brandon, Champion

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It should be simple, but you know how that goes..  I think the only way to really figure out what is happening will be a packet capture to confirm the registration attempt is even being made and what response is being received.  I know Yealink phones have the ability to do a packet capture on phone and also have detailed logging.  Maybe something like that on your phone?  If not you may need to get wireshark going and find a hub or mirror a switch port to get to the root of this.

And please don't take this the wrong way, but for the benefit of anyone else reading this, this is a good reason why you want to use supported phones.  Not just with RingCentral, but any provider or PBX.  Otherwise you risk frustration and wasted time like this.

If you can get a packet capture I will be happy to help you interpret it.
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Will Kinsey

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I am looking to buy two Polycom VVX-500 phones from a 3rd party. I know they are supported by RingCentral since RC also sells these models. If I buy them from a 3rd party (about $120 cheaper per phone), will I still be able to use presence and shared lines? Is there any function not available from RC when you buy a supported phone from a 3rd party? 
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Mike, Official Rep

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Hi Will,  

There are a lot of variables here so I don't think we, or anyone can give you a definite answer, but we'll leave this post here in case anyone wants to chime in, but I'll post some other links below you may want to take a look at.   I would highly recommend that you call your account manager and have a detailed discussion around your needs.   Depending on how you set up the phones (presence or shared lines) this alone will have an impact on what features you have access to. 

Shared Lines or Presence?

Shared Lines Overview

Shared Lines Frequently Asked Questions

Setting up and provisioning existing or third party phones
(Edited)
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Hardy

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This reply was created from a merged topic originally titled Using Bluetooth handset that has Link2Cell ability.

I use a Panasonic Bluetooth phone at my home that has Link2Cell ability. How can I have it use the RC app? right now if I dial using the handset it uses my native android dialer and not the RC app. Same goes for the incoming calls. RC calls do not ring unless I have them forwarded to my cell number
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Mike, Official Rep

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This isn't something we support, but the first thing I would suggest trying is going into the Android defaults and see if you can change the default dialer to the RingCentral app. 

I tried changing the default on my Android running 6.0.1 and it won't allow me to change the default dialer, but it's possible that an older version of Android will allow this.  If anyone else has tried this please chime in here. 

Thanks!
Mike 
(Edited)
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PaulF

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Does anyone have any tips/guides on how to manually provision a Panasonic KX-TGP600 DECT basestation? We have a number of these and the older KX-TGP500 that were natively supported by our old provider and would like to re-use these on Ring Central. Also, if anyone is using them, have they had any issues with them on Ring Central?
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KMAY

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Anyone have any luck provisioning a Polycom SoundStation Duo?
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Jonathan Sherry

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I've successfully provisioned a Talkswitch 350i ( rebranded Astra with custom Firmware ). I can call out, and transfer calls to other extensions. However, the phone doesn't ring when I call the direct-dial number or extension. Existing phone shows under Phones & Numbers but not under Call handling & Forwarding. Am I missing something?

Also, the phone wants a URL for voicemail. Is there a URL I can provision the phone with so it can connect to voicemail?
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Nathan Malone, U.S. Tier 2 Support

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Hello Jonathan,

I took a quick peek at the extension, when you go to "Call Handling and Forwarding" for the extension that the phone is attached to you should see a device labeled "Existing Phone". You simply need to click the On/Off button to the right of the "Existing Phone" to turn it blue and then press "Save" at the bottom of the page. That will start the phone ringing. Currently, there is a mobile phone number entered into the "Call Handling and Forwarding" rules set to ring in a sequential manner. Also, you have the "Desktop apps & Smartphones" app set to ring for 20 seconds before forwarding begins.

This mean that if you turn the "Existing Phone" on and then place a call to the extension or DID number, the softphone and mobile app will ring for 20 seconds, then the mobile phone number will ring for 20 seconds, then the Talkswitch 350i will ringing for 20 seconds in that order. You would need to remain on the call without it being answered for about 40-45 seconds Just be aware of that, you can change the order using the Up/Down arrows to the right of the phones listed in the "Call Handling & Forwarding" rules or you can turn the other phones off.

For the voicemail, if the phone is registered on the account which it looks to be you can simply dial *86 and then enter the PIN for the extension that the phone is assigned to.

Hope this helps, let me know if you have any issues with my instructions.

Thanks!
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Jonathan Sherry

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Thanks, I added *86 as the URL on the phone, and the voicemail button works fine. I also enabled Existing Phone as you said, and moved it up in the list. I can't place it first, but for Desktop apps & Smartphones ( the first item in the list ) I set the forwarding delay to 0 seconds and now the voip handset rings immediately. For uses that want a normal phone rather than softphone, I'm able to repurpose my existing hardware. Awesome!

Thanks for your help,
-jb