Mobile User FAQs

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Mike, Official Rep

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Posted 2 years ago

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Mike, Official Rep

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Official Response

Why are you now charging for Mobile Users without a digital line? 
Mobile Users without a digital line can make and receive calls and have access to many of the same capabilities as users with digital lines.  These include RingCentral Glip, RingCentral Meetings, integrations and more. With this advanced functionality, these users have begun using the product the same way they would a digital line.

 

Mobile Users using the system without a digital line will now be considered part of the total licensed users and will be charged based on their account’s current cost per digital line.

Find out more about these capabilities here.

Will I be charged for using the Mobile App?

No. Mobile Users with a digital line are not affected, and can continue to use the Mobile App for no additional charge. This change only affects Mobile Only Users without a digital line.

When does this take effect?
The changes will start in June 2017, and will be reflected on your July 2017 billing statement.  

 

What will be the cost?
The cost for each Mobile User without a digital line will be the same as users who have a digital line. If you want to add digital lines for your Mobile Users at no additional cost (excluding taxes and fees), please contact your RingCentral account manager.

 

What are the benefits to Mobile Users of adding a digital line?
By adding a digital line, the Mobile User will get full access to RingCentral’s softphone (inbound and outbound) and the ability to use a desk phone if needed. If you are interested, please contact your account manager by calling 800-591-7973.

 

How do I know which Mobile Users without a digital line will be billed at any given time?
System administrators can log into their RingCentral account and see this information under the billing tab. Inactive Mobile Users without a digital line during any month will not be charged. See more details here.

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Mike, Official Rep

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Official Response
We realize this pricing structure can be confusing for some accounts and that there are several variables that may or may not cause an extension to be billed.  Therefore we can not quote pricing here on the Community. If you have specific concerns about how this affects your account we request that you reach out to your account manager by calling 800-591-7973. 
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Brian Del Terzo

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This reply was created from a merged topic originally titled What is the actual definition of a "Mobile User"? Will there be any more thought ....

RingCentral warned all of us that there was a big change coming about how they were going to charge "Mobile Users" and why:

All employees connected to the RingCentral solution have access to these services. RingCentral has not been enforcing licenses for employees that are using the system on mobile devices without a digital line (Mobile Users).

As of your March 2018 statement, Mobile Users using the system without a digital line will be considered part of the total licensed users and will be charged the same as users who have a digital line. For your account, this is $​37.99 per user. Please note that you have the ability to add digital lines for these users at no additional charge (excluding taxes and fees).

You can find more details here, including how to identify Mobile Users without a digital line on your account. Last month you had 0 on your account
.  

What I mistakenly took from this was that apparently that some people were using a Ring Central Phone App (my understanding of a "Mobile User") that weren't actually having to pay for a billable digital line. 

How it actually should have been described to avoid misleading users was as follows:

As of your March 2018 statement, Extensions created in the system without  a digital line will be considered part of the total licensed users and will be charged the same as users who have a digital line. For your account, this is $​37.99 per user. Please note that you have the ability to add digital lines for these users at no additional charge (excluding taxes and fees). 

But even then you'd have to clarify further that: "Extensions will be charged as additional licensed users even if the extension is used ONLY for the purpose of directing calls to other licensed users within the organization and regardless of whether the extension is being used or managed through a mobile application or softphone device if and only if that extension receives at least 10 phone calls in any given billing cycle"

So forget about the comment suggesting users were taking advantage of all of these other features. As you try to figure out how to best organize your call tree, or call flow to users that don't need a full digital line because they work from their mobile phone, but are still part of your organization, you will find that RingCentral wants all of those users to be assigned a paid digital line even if all they will ever do is receive an inbound call that came through your company main line associated with a Ring Central account. Because without an extension, there is no way to get that call to one of your "Mobile Users".

And there you have it... the definition of a "Mobile User"

I for one am not impressed, and I've been with RingCentral for more than a decade.
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Brian Del Terzo

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Is there something through RingCentral referred to as a "Virtual Extension". That is the terminology used by other VOIP service providers that I've explained the senario to. A virtual extension through Vonage for example, costs $4.99 and these extensions can be used to forward phone calls from an auto attendant to numbers that are not part of the paid plan.