Shared Lines or Presence?

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Ok, for years, we have just used 4 ringcentral phone adapters that allow us to use regular telephones.  So we have 4 lines that have 4-way splitters on them.  We are using 4-line business telephones.  Each telephone is connected to each of the 4 lines.  When a call comes in on any line, all 4 phones ring, and anybody can answer it.  All the phones indicates that someone is on the phone by making that in-use line red.  Anyone can put a caller on hold by clicking the hold button and anyone else can pick up that call by pushing the blinking red button which represents the line that is in use.  VERY EASY.

We will soon be moving to a work-at home model business, so we decided to by 4 IP phones (Cisco SPA514G). The nightmare began.  Nothing is clear, nothing works right, phillipines support is terrible, they don't have a clue. We tried the presense feature, it doesn't always work, doesn't work for all phones, very unclear.  We wanted to try the "Shared line" groups, which looks like it will do what we want, but then we were told that it only works on the polycom phones and not Cisco.

Any help will be appreciated.
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George Chityat

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Posted 5 years ago

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Kim, Alum

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Official Response

I agree with Chuck, shared lines is for specific situations, and not practical for home users.  However, it is recommended that you use Presence. 
Go into Phones & Numbers under each extension, select Presence and add each other to the 1st tab (appearance) and 2nd tab (Permissions). 

Now, to address the fact you purchased the phones from amazon.  Have RingCentral's provisioning information been configured in the device?  Each phone that is purchased by RingCentral already has RC provisioning information configured in the device.  If you purchased them 3rd party or on amazon, it most likely does not have the correct provisioning information.  You may login to the phone's IP Address as ADMIN (NOTE: RingCentral will NOT have the password because they are 3rd party phones...if you do not have the password to the phone I recommend you contact the amazon seller, or return the device and purchase the phones from RingCentral).  

For polycom devices you will need to login to the IP Address (ADMIN) and put in RingCentral's provision info: 
Select Settings --> Provisioning Server.

Select: reset to default  

Expand Provisioning Server

1.      Server Type: HTTP
2.      Server Address:
3.      Leave all other fields with the default settings (but clear out user/password)
         a.      Or
         b.     Example:

Expand DHCP Menu
1.      Boot Server: Static
2.      Leave all other settings with default settings.
3.      Click on Save

Firmware Requirements
IP series 4.0.2 
VVX series 4.1.6 

If the Firmware is a 3 version, it is recommended that you return these devices and purchase from RingCentral.  

How to find out what firmware version you have: 
Menu -> Status -> Platform -> Application -> Main

NOTE: home users must also make sure their network is configured correctly to be compatible with RingCentral (i.e. approved routers/open ports). For a list of port ranges see How do I troubleshoot Call Quality issues - QoS?