MMS/picture message ability

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  • Idea
  • Updated 1 year ago
  • Implemented
I am extremely happy that you have added SMS/text messaging ability to your system. It was one of the things I was waiting for. But since I have signed up I've found that customers try to send me MMS/picture messages. This is usually to aid in solving a problem or questions.

While I know none of the other competing products have this either I think this would be a great offering to differentiate you from the pack. In another forum I cam across a suggestion of having the picture being sent to the users email instead of the normal route. I know a lot of people that use MMS daily on their mobile phones and since I'm using my Ring Central number as my main one for customers it does kind of lack that feature. I have to then give out my cell phone number for them to send me the picture. A couple of times I didn't even know that they tried to send me a picture. Please consider this option.
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Craig Mesa

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Posted 5 years ago

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Mike, Official Rep

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Another thing that might be causing some of you trouble is how you are logging in.  Are you logging in with the main + plus extension?   If you don't see the icon, then log out and log back in using your direct line #,  instead of main number + extension.

Mike
(Edited)
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HLB

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I am logged in using direct line.  Still no ability to add pics.  
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Mike, Official Rep

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HLB.  I emailed you direct.  Can you please check your email and respond.

Mike
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MLC

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Can you let me know what the fix was for HLB??...I am having same issue- uninstalled and re-installed app (IOS) - using Direct Line, not extension, have an up to date IOS and no MMS send ability...THX.
Maureen
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Mike, Official Rep

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See the 2nd "Official Response" at the top if this thread.
(Edited)
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Andrew, Champion

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I don't have the ability to send mms either.
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Mike, Official Rep

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Hi Andrew... I sent you a message via glip to troubleshoot this.
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Anthony

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Iphone 7 plus running iOS 10.3.2
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Mike, Official Rep

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Official Response
MMS Update: Sorry for the confusion with some users not having the MMS feature. The feature is in limited availability.  

Look for the general availability around the middle of June
, at which time all RC US Office users should be able to send and receive MMS.
(Edited)
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Jauvarie Lewis

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Well that sucks hopes and dreams crushed in a single blow. RC is starting to annoy me.
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Geryll Zehr

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Way to go Ringcentral. Promise the whole apple, then only deliver half. Thereby giving your long suffering customers the shaft. Thumbs down.
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Anthony

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As much as I too want the ability to send pictures, just being able to receive is better than not and it going into outer space. Now if a customer sends pictures we actually get them.
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Chris Duquette, Champion

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This is at least proof that if something is asked for it can be made to happen. Not sure how long others have been waiting for this but i've been with RC for a few years and only recently have customers asked about sending photos through RC and soon i'll be able to tell them how to do so.
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Brad - CompuSave

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For those of us who can't yet receive MMS could the sender at least get an auto-reply backing stating that the message can't be received?  Maybe too far into enabling this new feature to make sense to implement something like this, but we are just getting onboard with RC.
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Mike, Official Rep

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moving to related topic

Please reference the new conversation here: text auto reply
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Alex

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Where are the settings for this functionality?  We dont' use desktop/phone  apps. We use desktop phones.  So I would like to have the pictures forwarded to our email just like the faxes.  Anywhere to set it up?   
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Brandon, Champion

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As of now I get MMS pictures via email. It should only be a matter of setting your notification for SMS to email.
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Chris Duquette, Champion

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whereabouts in my settings? i tried to find in messages and notification and in advanced notifications, but no joy. help!!!!! 
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J.B. Ferguson, Champion

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Under Messages & Notifications. Set to be notified by email of received textsand then make certain that you fill in the email address for the notification to be sent to. You will get a notification of the text (including the text message and the attached MMS file).





The result is shown below:
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J.B. Ferguson, Champion

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The above result is the email message I received in Gmail after I texted a message to my RingCentral digital line from my personal cell phone.
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Chris Duquette, Champion

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gotcha, yeah i have that all set up i thought there was a separate tab for MMS now or something, my bad. thanks for the detailed rundown hopefully someone else finds it helpful too :).
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Alex

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How do I know if this functionality is enabled for my account?  
I tried sending an image from my cell phone (not via Ringcentral) to my main RC number and got an error message "cannot be send".  Sending just fine to other non-RC numbers.
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J.B. Ferguson, Champion

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You need to send it to a digital/direct line. If your main number is a toll-free number or some other local number that does NOT have a digital line assigned to it, you will not receive and cannot send out any SMS/MMS messages.
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Alex

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That is a bad implementation in my view.  My main number is what customers have/see most of the time.  It's a group calling / autoreceptionist number. My other main numbers are "Desk phone" numbers.  This is not implemented for a multi-line RC customers but seems like the focus is one-line customer who uses it via iphone. 

I think most of your  customers will find this limited implementation of no benefit.
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J.B. Ferguson, Champion

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Not necessarily true. If a business has 5 salespersons, each with a direct line so they can call out and receive calls on either the mobile application or the softphone, they will be dealing directly with a prospect or client and would receive the SMS/MMS messages on their direct line. This would be particularly true in the case or realtors, for example.

The simple solution for you would be to assign a direct line to your main number, should you desire to receive SMS messages to that number. Otherwise, just as many businesses have done in the past when they have a separate fax number, you can include an SMS phone number (one of the other direct lines you state you have) to receive SMS/MMS messages on and include that number in your advertising, etc.

SMS is an acronym for "Simple Message Service" and just as with cell phones, SMS messages are generally directed to a single person (note that I say "generally"...of course Group messages can also be sent but the majority of text messages sent in this day and age are single messages, one-on-one).
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Chris Duquette, Champion

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It can't be sent to your main number because it's not a digital line like the ones assigned to every desk phone (user) on your account, should someone need to send you a photo it would need to go to a user not your main company number. Maybe you need 1 specific user for people to send you photos should you need this company wide, then direct those emails to a email which multiple people have access to.
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Alex

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Jan and Chris - do you work for RingCentral? 

Your ideas do not reflect how SMS / MMS messages are sent to businesses in real world.  I cannot provide RingCentral manual for all our customers / prospective customers to read/follow before sending us an often unsolicited message.

What you offer are work-arounds to a what should be a straightforward business-use case and should have been incorporated into software logic. 
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J.B. Ferguson, Champion

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No...I am not a RingCentral employee. I run an I.T. consulting business involved in custom database programming, web design and telecommunication consultations. My ideas absolutely reflect how SMS/MMS messages are sent to businesses in the real world and the inherent obstacles that it causes. You are the not the only business I have explained this to and you most likely will not be the last.

SMS messages were designed for simple messages between persons. While businesses have adopted the practice of receiving SMS/MMS messages in the course of their business, it is still an off-the-shelf technology which needs to be adapted by the business for best results.

Did anyone ever give out instructions on how to send a fax when there were different fax numbers? If you use an auto-attendant, you can include a direct dial number to receive SMS/MMS messages on. You can include it in any advertising. If people assume that a business's main number is a text number, you cannot be held accountable for that. There are MANY technologically challenged people in our world today.

If you provide subtle and continual messages (auto-attendant messages, email messages [similar to do-not-reply emails where the account is not monitored for responses], after-hours voicemail, advertising, etc.) your patients will become used to which number to SMS to. Your receptionist or appointment setter can also remind patients of this as well.

I see this type of thing every day and there is no VoIP service out there that I am aware of that has a way to circumvent this. Most don't even allow MMS messages. The business has to adapt to what an SMS message is really for at this point and time in technology.
(Edited)
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Andrew, Champion

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And for the doc...be very careful about how you are receiving faxes through email as this is a clear violation of HIPAA requirements as I understand them.  Texting would be the same.
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J.B. Ferguson, Champion

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Great point Andrew! If his account has HIPPA restrictions set, he will be unable to send out or receive any SMS/MMS messages in RingCentral. If he doesn't have it set, he probably should to protect himself (just my humble opinion. He may have reasons not to do so which I would be unaware of). He does show a separate fax number on his web site, which would be an excellent location for an SMS/MMS phone number on his contact page to add to my list above.
(Edited)
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OnCallAnswer

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Unfortunately it is very difficult to be HIPPA compliant and an Ring Central customer as well. If you chose to use HIPPA compliant texting apps like Halo you are unable to text from RC account to an email, what other options are there?
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J.B. Ferguson, Champion

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I'm not a HIPPA expert. I'm sure the problem would be with other VoIP providers as well, whether or not they allow things that RingCentral does not. I believe that RingCentral is being proactive regarding HIPPA to protect their customers who need to be HIPPA compliant.

As to what other options there might be, I would recommend speaking to someone well-versed in HIPPA regulations, possibly someone with legal expertise in the field. I certainly would not offer any options lest they be followed and lead someone into being HIPPA non-compliant.
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Mike, Official Rep

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New York Urology Specialists Dr. Alex Shteynshlyuger,


Regarding your question "How do I know if this functionality is enabled for my account?"  If you've downloaded the app and aren't seeing the option to add an image, then you'll just want to keep checking. This isn't fully rolled out for about another month or so.  I can't give an exact ETA as things can always change, but we are shooting for the middle of next month.

Mike
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Alex

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Mike,
See my message above - support should be expanded to support all numbers. Business logic where to direct the flow of messages including numbers assigned to calling group, etc. can be used to direct who gets the messages. 

Thanks,
Alex
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Mike, Official Rep

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This request sounds like it's beyond MMS (the main topic on this thread), but we'd like to have more details. If you'd like, you are welcome to submit a feature request as a new thread. 
How do I submit a request for a new Idea or Feature?

To help our Product Team understand your request and assure it gets more consideration, please include the following details in your request: 
  1. Account type  (U.S., Canada, UK,  AT&T, Telus, BT)
  2. A brief description of the business 
  3. A high level description of the product or feature being requested
  4. A typical use case scenario explaining how your business would use the feature
  5. Benefit of such feature
  6. Include any related case number if applicable
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Adam Courter

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Hello. I am happy with RingCentral and appreciative of the added functionality with the new mms/sms but I think my businesses needs are in line with what Alex is saying. And I would imagine many other businesses with a large number of calls and multiple staff handling inbound calls (and more and more sms/mms)could use this functionality. I don’t know much of anything about the technology behind this but I do know what unfulfilled needs of my business and surely many others. I am hoping that this could be addressed in a future release by RingCentral.

Our clients want simplicity and so do we. We are in a business with some transactional clients and some regular clients. Pretty much anyone in our office can respond to most client needs and our responses are time critical. Giving clients different numbers for different purposes is confusing for them and difficult for us to handle internally since a mix of our work is in the office and out in the field, someone isn’t working, etc. Directing sms/mms to a certain person wouldn’t allow us to be as responsive as we need to be and would create more opportunities for missed communications internally. And the email notifications are helpful but we have to communicate internally to see if each individual client need has been attended to.

Nearly everyone that calls our company call in to either our sales line or our service line. We have groups set up so that these calls can be forwarded to the appropriate next available person or whoever can pick up the phone first. If we should miss a call and the client leaves a voicemail the people in that group can see all voicemails in that group that have not yet been deleted and which ones have been listened to. Once someone in our office takes care of the need that person delete the voicemail indicating the client has been attended to. It is simple for our clients and for our company to manage. If we need to we can see who on staff picked up calls to a particular group along with the date, time and call duration.

Perhaps at some point in the future sms/mms through RingCentral could have functionality similar to the groups that we have set up to handle inbound calls. For example, anyone in that group could see the texts from a number/client and our responses along with the date, time and who on our staff responded to the client (similar to the call log detail or a group mms with iPhone users). When I message another iPhone user I can see from the dots when that person is typing. Perhaps similar functionality could be included so that we in the office know someone on our staff is responding to that sms/mms.

Mike, I don’t know if I have articulated this well enough to start a new topic on it but those are my thoughts. If this would be appropriate for a new topic please let me know. I’m sure this type of functionality would be beneficial for a large number of businesses that use main lines to communicate with their clients. In our line of work assigning individual numbers is not practical, efficient or effective. Thank you
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J.B. Ferguson, Champion

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Adam,

I totally understand what both yourself, Alex and other businesses might like to see in a futuristic RingCentral SMS/MMS functionality. When I was answering Alex it was in line with what functionality SMS/MMS has in general. I certainly don't dispute what it could become and what we'd all like it to become in the future.

Based on what the description of your business needs are, might I suggest something like FreshDesk ( www.freshdesk.com ). It is a support/ticketing web-based application. The plans and pricing are very attractive (I personally use the free version which gives me everything I need and it allows for unlimited "agents"). It allows for multiple SLA's (service level agreement), it has a mobile app for employees on the road, it has a Knowledge Base and much more. I'm not certain as to whether or not it will work with SMS messaging however, it can be used on a web site, via email (e.g., help@yourbusiness.com), via Twitter and other sources

I am not an employee of FreshDesk and receive no remuneration from suggesting them. I am a satisfied customer of theirs and have been for three years. Even though I have a free account I have never been badgered by them to upgrade and someday I might if the need arises.

I hope this information helps you some.
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Adam Courter

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Hi Jan,

Thanks for the comments and the information. I'm sure that would be helpful for many businesses. Maybe I should have clarified my industry - I own a high end residential cleaning franchise. For us simplicity for our customers and us is key. We didn't realize how many people were texting our main numbers (which didn't receive texts) until we switched from a traditional land line and in office phone system to RingCentral several months ago. People just text and expect a response via that medium. Just today we received our first unsolicited picture from a client. I wouldn't have known had my office manager not shown me the picture a vacationing client sent her - probably trying to make us jealous lol. 

I'm a former community banker so was familiar with the basic operations of many different businesses that I believe would find such functionality extremely beneficial. For service businesses advertising and communicating with customers over one of two lines simple sms/mms functionality allowing for groups to manage responses would be great. Sure seems like someone will figure this out if they haven't already and it makes sense for it to be tied in with the VOIP. 

Thanks again for the info. 

Adam 
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J.B. Ferguson, Champion

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Adam,

You're welcome. I agree that nearly everyone texts to numbers that they have no idea whether or not it can receive text messages. At least when faxes came out, and still today, if you don't hear fax tones and your fax doesn't go out, you know it's not a working fax number. The same can't be said for SMS/MMS messaging.

On a personal basis I was given a home number (regular POTS (landline) line) from an acquaintance. That person said I should text them regarding a shared interest and I did send a message and received no reply. I figured they were busy and didn't worry about it. Weeks later they asked why I hadn't gotten with them yet and I explained I did text them. I asked them what their cell number was so I could verify the number and they said it wasn't a cell phone but their home phone. Aauuggh! Very technologically challenged!

I've done my research and many VoIP providers have an internal "chat" type of functionality (not SMS) and others that have SMS functionality do not have MMS capabilities. I believe RingCentral is par with, if not ahead of, the game regarding business SMS/MMS. I don't know the behind the scenes design and what it would take to accomplish what you're asking for but only time will tell.
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Mike, Official Rep

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Official Response
Note:  The following features are not supported in MMS

1. Group MMS is not supported in RC Mobile.   

2. Our platform does not support MMS between extensions.

Hint:  Use the Glip app at this time for Group Messages or users extensions.
(Edited)
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Mike, Official Rep

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Adam,  Thanks for the details.  I do think it would be best that you submit a new/separate feature request for this.  Now that we have some basic MMS coming out, I'm sure there will be a lot of spin-off requests coming in over the next few months.

How do I submit a request for a new Idea or Feature?
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Craig Mesa

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Wow, I can't believe I posted this request almost 3 years ago. This can now officially be my one and only number to give out to clients. While it would have been nice to have had it a lot sooner I am extremely happy it's finally here. 

Well for some people at least. You would think since I created the request I would have been one of the first to get it... But I'll patiently wait. What's another week or so compared to 3 years lol.

Not that it's available you really need to get it fully functional though. Being able to send MMS to groups is a must for collaborating on work.

Craig
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Ted Jaffe, Official Rep

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Hi folks, hope you are all enjoying the MMS feature we launched this summer. 

In addition to the RingCentral flagship desktop and mobile apps,the Glip desktop, web and mobile apps all now support SMS and MMS texting capabilities (it's currently in private beta).

If you would like to test and provide feedback on the combined Glip messaging and SMS/MMS experience, we would be delighted to hear from you..

Please email theodore.jaffe@ringcentral.com if interested.

Also if you have other relevant questions or asks, happy to take those as well.

Thanks,
Ted
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Caleb Reynolds

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I too want to be able to send group MMS from the desktop app please