Using RingCentral for Windows with the Outlook plugin and MS Outlook 365 for Windows (installed as version 2019, not the web application), contacts in Outlook are not visible in the RingCentral application. The documentation suggests that they should be, but I cannot toggle the Outlook Plugin in the settings for RingCentral. I've been told by tech support that this feature is "currently on works" and I should submit an idea, even though the documentation indicates that it should work.
This limitation means that I cannot see who is calling if the number is outside my organization and that I cannot directly call someone outside my organization. It's a serious limitation that ought to be fixed right away.
This limitation means that I cannot see who is calling if the number is outside my organization and that I cannot directly call someone outside my organization. It's a serious limitation that ought to be fixed right away.
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330 Points
- Frustrated
Posted 9 months ago
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298 Points
Saadet, Employee
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68,092 Points
Hey Doug, I'm gonna follow up on this! I'll get back to you when I hear more :)
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330 Points
Thanks!
Saadet, Employee
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68,092 Points
Hey Doug! Could you get a screen shot of these settings?
Open Outlook, go to File > Options. Select Trust Center, select Trust Center Settings, select Programmatic Access
Open Outlook, go to File > Options. Select Trust Center, select Trust Center Settings, select Programmatic Access
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330 Points
No problem.
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330 Points
I've been told by tech support that this feature is not supported for OL 2019. Actually, they made it sound like it's a new feature requested for OL 2019 when in fact it's a feature that has existed for some time but no longer works in OL 2019. And their documentation indicates that all versions past 2013 (I think) should work. If I downgrade to OL 2016 it should work. They had no timeline on getting it done. They said hopefully this year.
Edit: I just heard that the plan is 2nd quarter of this year.
Edit: I just heard that the plan is 2nd quarter of this year.
(Edited)
Saadet, Employee
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68,092 Points
Hey Doug, our Engineering Team would appreciate it if you could submit a feedback email to them via the app, they'd like to look further into why the option is grayed out for you.
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330 Points
Done, but as I mentioned above, tech support has indicated that this is not available in Outlook 2019 but is in development and should be done in the 2nd quarter.
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330 Points
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330 Points
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132 Points
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178 Points
Saadet, Employee
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68,092 Points
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132 Points
My co-worker re-started his computer and that seemed to work. He was able to select those outlook options now. We literally just installed the new outlook upgrade for our entire office when this issue occurred. For others, if you are able to select the "view outlook contacts" you must then select the O365 profile and then manually select the folders that you want included in your RingCentral phone app. I selected "outlook address book" (external outlook contacts) and "global address list" (internal office contacts).
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330 Points
Mary, Are you using Outlook online in your browser or do you have the Outlook application installed on your computer?
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132 Points
Outlook 365 is installed on our computer.
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330 Points
Hmm, I think that's what I've got (MS makes too many flavors of things they call "Outlook") but it doesn't work for me.
Can you do me a favor and tell me your Outlook version? Go to the file tab and then select Office Account. It should say the version under "About Outlook" on the left. Here's what mine says:
Can you do me a favor and tell me your Outlook version? Go to the file tab and then select Office Account. It should say the version under "About Outlook" on the left. Here's what mine says:
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132 Points
Looks like I have the same version:
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132 Points
I never had any issues from day one. I was able to click on the outlook plug in and contact options. Here is a screen shot from my RingCentral Phone App Settings:
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330 Points
Yours says "click to run", mine says "Microsoft Store" is the only difference I see.
I've never been able to view my contacts. RC doesn't even recognize that I have Outlook installed. Oddly, I got a notification to update the RC Outlook plugin and I briefly hoped it would fix it, but no luck.
What would be great is if tech support would get back to me on my 7 month old request for help.
I've never been able to view my contacts. RC doesn't even recognize that I have Outlook installed. Oddly, I got a notification to update the RC Outlook plugin and I briefly hoped it would fix it, but no luck.
What would be great is if tech support would get back to me on my 7 month old request for help.
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132 Points
Yeah, I see that difference now. I'm sorry that is not working and they haven't been able to give you a resolution. :- \
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330 Points
Thanks for your help.
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140 Points
Mary -
How did you get to the Settings screen in the phone app? I have both RC Phone and RingCentral apps in iOS and I cannot find that screen anywhere. The only settings I can find related to calling are for only call handling. No control of contacts except for filters of RingCentral specific contacts.
How did you get to the Settings screen in the phone app? I have both RC Phone and RingCentral apps in iOS and I cannot find that screen anywhere. The only settings I can find related to calling are for only call handling. No control of contacts except for filters of RingCentral specific contacts.
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132 Points
I'm on a PC. At the bottom of the RC Phone App there is a wheel. When you hover over it is says "view settings". Here is the screen shot:
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132 Points
Click on that and it will take you to the settings. Then select "Contacts".
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140 Points
Thanks. I found it in the Phone Desktop app. I had been using the new RingCentral desktop app that I have been reading much grief about in Conversations in this community. Now I am seeing some of what people are grieving about. I have removed the new desktop app from automatically starting in Windows. It is not ready for my company's use.
Upon opening the old Phone app, Settings are available and my business contacts from Outlook are nicely available. Something not possible in the new app. And something not possible on either the old or new iOS apps.
Upon opening the old Phone app, Settings are available and my business contacts from Outlook are nicely available. Something not possible in the new app. And something not possible on either the old or new iOS apps.
Doug Schaefer
David Glowny
Sorry to hear that. Hopefully someone from RingCentral can comment about that.
I'm using Outlook 2016, so that might be making the difference for me.
Doug Schaefer
It's good to hear that it used to work. They made it sound like it was something that never was done. This makes it more like a bug or a failure rather than a new idea, but I assume that RingCentral may disagree. It sounds like changes since OL 2016 have broken it.
David Glowny
Jay Nichols
Doug Schaefer
Jasmine