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

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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.
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Brian Del Terzo

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  • frustrated and disappointed.

Posted 2 years ago

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Brian Del Terzo

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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.
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Luke, Training Specialist

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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)
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OnCallAnswer

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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.  
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Brian Del Terzo

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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?
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Luke, Training Specialist

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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.
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Luke, Training Specialist

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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.

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