What is the actual definition of a "Mobile User"? Will there be any more thought put into how this new billing logic is implemented?

  • 4
  • 4
  • Idea
  • Updated 4 months ago
  • (Edited)
Merged

This conversation has been merged. Please reference the main conversation: Mobile User FAQs

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.
Photo of Brian Del Terzo

Brian Del Terzo

  • 388 Points 250 badge 2x thumb
  • frustrated and disappointed.

Posted 4 months ago

  • 4
  • 4
Photo of OnCallAnswer

OnCallAnswer

  • 1,606 Points 1k badge 2x thumb
I agree, this is a mess and required me to revamp my who system for my 40 lines 
Photo of Luke

Luke, U.S. Tier 1 Support

  • 3,774 Points 3k badge 2x thumb
Hi Brian,

I can totally understand the frustration with the given explanation. Part of what makes this definition less specific is that each account can vary in which users will be considered a Mobile User. The overall definition is correct, but there may be a configuration on your account which changes how your bill is affected.

We have another page about this subject here on community, the Mobile User FAQs page. Below is our recommendation on the FAQ page for understanding how Mobile Users are determined on your account specifically:

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.

If your account is highly affected by Mobile Users, please reach out to us so we can investigate your setup and see what can be done to help you out.
Photo of templar701

templar701

  • 282 Points 250 badge 2x thumb
I've just started using Ring Central and still in the trial phase, and was ready to port my organisation across, but after hearing this about the pricing, I will not be continuing with Ring Central until they start being transparent and honest about their pricing. 

(Edited)
Photo of RC-Installer

RC-Installer, Champion

  • 26,430 Points 20k badge 2x thumb
Templar701 the mobile users does not apply to all scenarios

Were you able to get connected with someone to explain?

Let me know

Chuck Fuscone
Certified RC Consultant
630-975-1200
Photo of templar701

templar701

  • 282 Points 250 badge 2x thumb
No, they're closed now in the UK, but I will call tomorrow, and update my experience here.  Thank you
Photo of Brian Del Terzo

Brian Del Terzo

  • 388 Points 250 badge 2x thumb
templar701, I have been with RC for well over 10 years, the service has been an extremely reliable so I wouldn't give up on them yet. I hope that I am wrong, but right now it seems like RC is trying to capitalize on ALL company employees even those that don't need a VOIP phone service, such as those in sales who use their mobile phones. I hope that I am wrong and I'll update here as soon as I have any more details.
Photo of templar701

templar701

  • 282 Points 250 badge 2x thumb
OK, thank you, I've just been updated by customer services here in the UK which I've written as a new reply (below).
Photo of Chris Duquette

Chris Duquette, Champion

  • 13,080 Points 10k badge 2x thumb
I made 3 "phantom extensions" for a customers 3 inbound lines which are for 3 separate companies. When they made calls using those numbers are outbound caller ID, they were then billed for "mobile users" because RC thought they were using them as people using them to call out and not just as presence on their phones to be able to determine which line was called. Point being if this is how you're using some extensions as well, then contact your rep/account manager and make sur you're not being billed for something that's not really a user but a way to distinguish what line is called if you answer live and don't use call queues.
Photo of Brian Del Terzo

Brian Del Terzo

  • 388 Points 250 badge 2x thumb
I just called the number that  Luke, U.S. Tier 1 Support recommended 800-591-7973. I received a message that nobody was available to take my call so I left a message.

I definitely need to find someone at RC that can help me to configure my phone system in a way that doesn't result in being billed for users that don't exist. RC is already the most expensive VOIP service provider I've found, but the premium was worth it to me to pay because of the flexibility and reliability of the system. 

Currently the system is going to cost me way more to use, so I am highly considering breaking my contract and absorbing the ETF because it will result in paying less over the next few months than paying for additional 3-5 users that don't exist. 

I almost can't believe this is really happening.
Photo of Luke

Luke, U.S. Tier 1 Support

  • 3,790 Points 3k badge 2x thumb
Hi Brian,

The 2 virtual extensions ringing other user's paid Digital Lines would not contribute to a Mobile User by itself. However, since the calls are also being forwarded to external numbers, this would contribute to a virtual extension being considered a Mobile User.
(Edited)
Photo of OnCallAnswer

OnCallAnswer

  • 1,444 Points 1k badge 2x thumb
Meaning when we forward our calls to cell phone or home phone after hours this will surely be effected. I have all of my RC line forward to my cell phones due to lack of reliability sometimes with the RC system and maybe even power or internet outage. Hope someone makes sense of this soon enough before we all jump ship.  
Photo of Brian Del Terzo

Brian Del Terzo

  • 388 Points 250 badge 2x thumb
I'm not charged extra when calls to my direct line are forwarded to my cell or home phone in the forwarding list, but I don't do that because no call to my direct line is that important.

But calls to my billing department extension are forwarded to my cell or home phone so I will be charged for an additional digital line?

@Luke Really??? That makes sense to you?
Photo of Luke

Luke, U.S. Tier 1 Support

  • 3,790 Points 3k badge 2x thumb
The best quick definition of a Mobile User is any unpaid (virtual) user extension without a Digital Line that uses features which are included in the paid Digital Line feature set.

To make sure that a virtual user doesn't become a Mobile User on accident, the change only takes place after the 10th call to a virtual user that would normally require a Digital Line.

A Mobile User has the same feature set as a Digital Line, but it is reset to an unpaid user extension at the beginning of the next month.

The things that count towards a virtual user extension becoming a Mobile User are:
  • answering inbound external calls on any endpoint using a virtual user extension (i.e. answering on a RingCentral Phone app or an integration app like the Salesforce plugin, answering a call that has been forwarded to an external number)
  • making outbound external calls on any endpoint using a virtual user extension (i.e. outbound calling on RingCentral Phone app (mobile and desktop) or an integration app like the Salesforce plugin)
  • selecting "forward call" when receiving an inbound call on the RingCentral Phone app while logged into a virtual user extension.

Some things that do not count towards a virtual user extension becoming a Mobile User are:

  • Making/receiving internal calls to/from other extensions within the same RingCentral account
  • receiving a call to a virtual user that is then only forwarded to and answered by other users' phones that are a paid user with a Digital Line
  • inbound calls made to a virtual user extension that are not answered, even if the caller leaves a voicemail message.
I hope that helps by giving an overall guideline of what constitutes a Mobile User, and by laying out some examples of things that will cause an unpaid (virtual) user to become a paid Mobile User until the start of the next month.
Photo of Luke

Luke, U.S. Tier 1 Support

  • 3,790 Points 3k badge 2x thumb
TKO,

It is correct to say after the 10th call. If a user has 9 calls that meet the above conditions it is not considered a Mobile User. If a user has 10 calls that meet these conditions then it is considered a Mobile User. Therefore, after the 10th call is completed the user is considered a Mobile User.
Photo of Brian Del Terzo

Brian Del Terzo

  • 388 Points 250 badge 2x thumb
I am hoping for some more insight from Chuck. It was his understanding, as was mine, from the initial Ring Central announcements, that the Extension Activity that would qualify as a "Mobile User" was limited to outbound call activity, but my account manager has specifically stated the following:

As long as any of your User that doesn't have a Digital Line go over 10 activities, it will be charge.
Qualified activities are :
1. Incoming call from an outside number that pass through a User that doesn't have a Digital Line.
2. Outgoing call using RingOut from a User that doesn't have a digital line.
Meaning to say, as long as a transmission just pass through an extension, that is considered an activity.

I hope this is all a huge mistake because what then is the purpose of being able to create and customize an extension if any activity within that extension is going to qualify it as a billable digital line. 10 activities is a very VERY low threshold. And how then is an extension without a number attached that has only acted as a pass through of call center activity qualified as a "Mobile User" under this description:  

"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."
Photo of templar701

templar701

  • 282 Points 250 badge 2x thumb
UK users:

I've just spoken to Ring Central here in the UK this morning and explained the concerns listed in this thread and in the Ring Central FAQ, regarding mobile user usage.  Alan from customer services advised me that this only affects US customers.  I don't doubt his integrity, but I have asked for confirmation of this in writing, which they have agreed to.  Although this is potentially good news for UK users, I'm curious to know why our US cousins are getting stung over this and not us, and is it only a matter of time before the same restrictions are applied to the UK as well?  Once I know more, I'll be sure to update here.
(Edited)
Photo of templar701

templar701

  • 282 Points 250 badge 2x thumb
OK, so Ring Central have confirmed in writing to me, "charging of mobile extensions if you receive 10+ calls is not yet implemented with RingCentral UK. You will be updated once it is available. For the meantime, you will not be charged extra when someone calls on your extension using the mobile application".  Apparently it's something to do with the format of UK mobile numbers in that they differ from land line formats, but this could not be elaborated.
Photo of Chris Duquette

Chris Duquette, Champion

  • 13,080 Points 10k badge 2x thumb
just to reafirm, my customer never logged into or used the "phantom extensions" aka presence line appearances. The extensions were merely a visual queue to them on the phone so they could answer their own paid additional numbers. So again i'll post my experience.

 I made 3 "phantom extensions" for a customers 3 inbound lines which are for 3 separate companies. When they made calls, they were then billed for "mobile users" because RC thought they were using them as people using them to call out and not just as presence on their phones to be able to determine which line was called. Point being if this is how you're using some extensions as well, then contact your rep/account manager and make sure you're not being billed for something that's not really a user but a way to distinguish what line is called if you answer live and don't use call queues.
Photo of Luke

Luke, U.S. Tier 1 Support

  • 3,774 Points 3k badge 2x thumb
As far as I'm aware this should not contribute to a virtual user extension becoming a Mobile User if the call was answered by a user that has a full Digital Line and was forwarded using the "other users' phones" option in Call Handling & Forwarding.

Were you able to contact your account representative about this?
Photo of Chris Duquette

Chris Duquette, Champion

  • 13,080 Points 10k badge 2x thumb
yes, my rep has been trying to get these charges removed and / or are compensated for since it's began happening a few months ago.
Photo of Brian Del Terzo

Brian Del Terzo

  • 388 Points 250 badge 2x thumb
@Luke, not quite, I DO NOT have calls to my direct line forwarded to "other users' phones" through Call Handling & Forwarding", but I DO have calls to the billing dept forwarded to me and "other users' phones" through Call Handling & Forwarding. It should be my paragorory which calls I think are important enough to forward when I'm not at my desk. Billing calls yes! Calls to my direct line can leave me a VM.

So in my case, a call might be answered by a phone number included in the Call Handling & Forwarding that IS NOT a paid digital user, HOWEVER, since the recipient of the call through Call Handling & Forwarding is not in need of a digital line or any other additional RC services, such as my home or mobile number, why then would that justify a charge?

No phone company that I am aware of suggests that if you have X employees you need to pay for X lines. There are plenty of employees that don't need to make calls or have access to any RC features.
(Edited)

This conversation is no longer open for comments or replies.