Users, in my experience, are bad at password management. I had an experience today that pointed out what I perceive to be a missing feature of your service.
A user forgot his password, made 4 attempts to access his account, then promptly recieved an email stating that his account was locked for 60 minutes. I, as a super admin, and Ringcentral's own tier 1 and 2 support could not remove this lockout.
Goal: I would like for account admins to have the ability to remove account locks from user accounts.
Some info:
Thanks for your consideration.
A user forgot his password, made 4 attempts to access his account, then promptly recieved an email stating that his account was locked for 60 minutes. I, as a super admin, and Ringcentral's own tier 1 and 2 support could not remove this lockout.
Goal: I would like for account admins to have the ability to remove account locks from user accounts.
Some info:
- User password resets are intentionally disabled on our account.
- The first lockout duration was 60 minutes. There were no shorter duration previous to this. This is overzealous for a normal user account in my opinion. A 5 minute lock (which also prompted the user to contact his administrator) would be a good first step, followed by an hour lock
- The user typed in his password only about 4 times by his recollection. Again, following this with a one hour lock seems a little overzealous.
- There is no feedback in the UI (on Ringcentral mobile or web) letting the user know about the lockout, only a security email sent. (I assume this is a security precaution)
Thanks for your consideration.
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1,232 Points
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Posted 4 years ago
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110 Points
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132 Points
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1,128 Points
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320 Points
Rona Orenstein, Employee
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424 Points
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2,840 Points
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286 Points
Cecile Glassy, Champion
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21,820 Points
USA-based acct | 2287 Users | 3800 DID lines | 28 sites | all Polycom VVX500 phone handsets
2018-05-31 Saadet or Mike Ferringer - can you please request an update on this.
2018-05-31 Saadet or Mike Ferringer - can you please request an update on this.
Saadet, Employee
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68,092 Points
Hey Cecile,
Sorry :( I never heard back from our Product Team about an ETA.
Sorry :( I never heard back from our Product Team about an ETA.
Cecile Glassy, Champion
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21,820 Points
Cecile Glassy, Champion
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21,820 Points
Chris Duquette, Champion
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16,778 Points
something should happen, even a quick patch between now and a final solution would be received well at this point, i think.
J.B. Ferguson, Champion
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37,358 Points
FWIW, as a software developer I can tell you that in most cases there is no such thing a a "quick patch". A patch is a set of changes to a
computer program or its supporting data designed to update, fix, or
improve it. This includes fixing security vulnerabilities and other
bugs, with such patches usually being called bug fixes, and improving the usability or performance.
A patch to fix a bug would therefore be a solution. As such, any solution is a final solution when it comes to a bug fix (unless you are talking about making the GUI look pretty to "finish up" the solution).
Finally, depending on the coding involved, in most cases any fix may not be "quick". Some bug fixes require a complete rewrite of a module or other areas of code.
A patch to fix a bug would therefore be a solution. As such, any solution is a final solution when it comes to a bug fix (unless you are talking about making the GUI look pretty to "finish up" the solution).
Finally, depending on the coding involved, in most cases any fix may not be "quick". Some bug fixes require a complete rewrite of a module or other areas of code.
Chris Duquette, Champion
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16,778 Points
yeah guess i was using the wrong terms, just meant something to hold us over until they can make it a final solution. if that's not possible, due to "too hard to rewrite all the coding" or "security protocols" or whatnot, then so be it.
J.B. Ferguson, Champion
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37,358 Points
That's my point....if they make any changes ("something", as you term it) to hold everyone over, it would be a fix/final solution. It's either fixed or not in program development when something isn't working as intended -or- not as the client wants it to work (with RIngCentral users being the clients in this case). If RingCentral doesn't see this as a "bug" or a functionality shortfall, then it will likely never be fixed. If they listen to their clients and decide to make the functionality as requested by their clients, it will be fixed when they deem appropriate.
(Edited)
Chris Duquette, Champion
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16,778 Points
makes sense.
Yes, I just called Ring Central to get this issue escalated.
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204 Points
There are most definitely patches that provide quick fixes and/or temporary solutions in programming that do not solve the problem wholly or do not encompass everything the company/programmers want to do with the particular feature. Instead it patches a "hole" in their program that many customers for years have complained about as a quick fix to hold everyone over till they get a more permanent solution. Quick is a relative term of course, but there is no need to pick apart people's words.
Chris, your original post was fine and correct.
Chris, your original post was fine and correct.
Bob Robinson, Champion
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4,588 Points
Wonder how many votes are needed to get the attention of the developers? I think 105 votes is more than I have seen on just about any idea.
Saadet, Employee
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68,092 Points
Hey Bob! I believe our Product Team is working towards a solution for this issue but they haven't given me many details just yet. When I learn more about the solution, I'll share!
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258 Points
When it is easier for me just to delete the extension and add it back again and make the password what I want it to be, reprovision, etc... faster than waiting for the lockout, then the problem is with the admin console. They need to fix this. When we are setting up a call center and have new people sitting on their hands for HOURS because of a technical detail we can't control, it makes the tech services look bad...and that makes us shop for another provider. This is basic. This is an old request... and it should be easy to fix. If I can change the password, then when I do the lockout should be cleared. Simple.
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92 Points
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190 Points
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1,476 Points
This was posted 3 years ago. How is this not implemented yet? As super admin, you should be able to override.
ORTHOPAEDICS, Champion
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272 Points
I'll just go ahead and beat RingCentral to the reply, since this is the only answer in 3 years:
Sorry, we have not received an ETA on if/when this may become a feature.
You do have the option of contacting our Support Team who can override the lockout as long as they can verify you as an Admin on the account.
Sorry, we have not received an ETA on if/when this may become a feature.
You do have the option of contacting our Support Team who can override the lockout as long as they can verify you as an Admin on the account.
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258 Points
It's a tremendous reason to leave RingCentral for another VoIP provider. I have a small call center with temps who routinely lock themselves out. How on Earth did anyone think it would be okay for us to leave an agent off-queue for an hour like this? What I've had to do as a workaround is set up all agents' phones with a pool email address that I can access so that I can do the reset on their behalf. The side effect, which is okay in our environment, is that they may not use the app or inbound voicemail, which I configured in the template.
For keeping executives happy, the inability to unlock accounts make administrative technologists look stupid. Come on RingCentral... this request is THREE YEARS OLD. It's a checkbox or a button on the admin pages. That's it.
For keeping executives happy, the inability to unlock accounts make administrative technologists look stupid. Come on RingCentral... this request is THREE YEARS OLD. It's a checkbox or a button on the admin pages. That's it.
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80 Points
Saadet, Employee
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68,092 Points
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1,476 Points
Hey there... Any update on this?
Saadet, Employee
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68,042 Points
Hey Chris, still no ETA. When that changes, I'll post an update :)
Teresa Habeck, Champion
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1,562 Points
Why is there no update on this. This does not make any sense to why Ringcentral has chosen to take the ability away from the customer admins to unlock accounts.
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1,476 Points
How about as a short term solution, add it to the API so we could execute the reset via a CURL command. This would be much better than having to phone into support, until you can get it added to the admin console.
Saadet, Employee
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68,092 Points
Whats the deal with this? Is there still NO way for us SuperAdmins to release this ridiculous lock?
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450 Points
We had this same issue. Actually 2 similar issues, one IT was able to adjust our password settings and the other we had to put in a ticket with RingCentral and they adjusted. We no longer get locked out. Sorry, I don't have the specific steps.
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82 Points
Wow how is this not included, the CEO accidentally entered his password incorrectly 4 times, got locked out. I reset password but cannot over ride the lockout.
CRAZY!!
CRAZY!!
Saadet, Employee
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68,042 Points
Hey Clint, I know it's frustrating :/ But like I mentioned earlier, the Product Team is fixing this for admins :) When the feature is released, I'll respond back here with a knowledge article that walks you through the new settings!
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110 Points
Admins have been complaining about this lack of a basic feature for at least 4 years since the original post, and the best we can get from you is still that the Product Team is fixing it. Do you at least have an ETA for this to be complete?
Jessica - Community Moderator, Official Rep
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9,172 Points
Our Product Team has this on the roadmap. Right now they are hoping for our 19.3 release but if they run into a snag, it may be our 19.4 release.
Saadet, Employee
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68,092 Points
Hi all! This feature is now available in our 19.3 release, which is rolling out right now :)
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510 Points
Hi Saadet,
Will there be any documentation on this feature and where the account lock status would be shown?
Thanks!
Will there be any documentation on this feature and where the account lock status would be shown?
Thanks!
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510 Points
I'll add too that having followed this for over two years, I am VERY excited to now see this being implemented.
Bob Robinson, Champion
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4,588 Points
How do we know which release we are on?
Cecile Glassy, Champion
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21,820 Points
Yes it would be helpful to be able to discern what release we are on in Service Web
Saadet, Employee
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68,092 Points
Sorry for the delay! This article quickly goes over some options for setting up the Account Lockout Threshold - you will have to contact Support to get it going.
For the other piece, I don't think an article has been created just yet, but I'll see if it's on the way! Basically, if a User attempts too many times and locks their extension, there will be a little lock icon next to their name if you're under the Users tab in the Admin Portal. To the far right, there will an Unlock option that you'll click and will take care of everything :)
Also, I don't know if there's a way for you all to see which release you're on. I would check in with your Account Manager to see when you're scheduled for a release.
For the other piece, I don't think an article has been created just yet, but I'll see if it's on the way! Basically, if a User attempts too many times and locks their extension, there will be a little lock icon next to their name if you're under the Users tab in the Admin Portal. To the far right, there will an Unlock option that you'll click and will take care of everything :)
Also, I don't know if there's a way for you all to see which release you're on. I would check in with your Account Manager to see when you're scheduled for a release.
