11/21/2019 As our efforts to transition users to the new RingCentral app continue, we’re continuously updating this post with the latest information. Be sure to check back on the original post and FAQs for updates!
At RingCentral, our number one priority is keeping you productive while making our solutions easy to manage. In response to customer feedback, we are unifying our separate business apps into one application, the RingCentral app.
We’re beginning the process of retiring our Phone and Meetings apps and bringing those capabilities into the RingCentral app. The first step in this process is to retire the mobile apps by April 2020.
There are no current plans to retire our separate business desktop apps just yet. The transition on desktop will only begin after we close all the feature gaps in the RingCentral desktop app. Until then, you will still be able to use the RingCentral Phone desktop app for advanced calling features such as HUD and the standalone RingCentral Meetings desktop app.
This past August we began the process of transitioning users to the new RingCentral app. Accounts are being migrated over a period of time, similar to how we roll out our quarterly feature releases. Once your account has been migrated, the unified RingCentral mobile app will be made the default app for phone calls and video meetings. This means all your calls and meetings will automatically launch with the integrated experience from inside the RingCentral app so you no longer need the separate business apps. We plan to complete this process by April 2020, at which time no further upgrades will be made to the mobile apps. The apps will remain on the app store for a period of time before they are removed.
About 2-3 months prior to your scheduled transition date you’ll receive an email notification with complete details including the exact date your account will be transitioned to the new app. If you are unsure of who receives product notifications you can check which users are designated as admin users within the Admin Portal at service.ringcentral.com. In addition, users will receive messaging inside of the old RingCentral Phone mobile application letting them know they will need to transition to the new app by a certain date.
We’ve also put together some resources to help make your transition as effortless as possible. Here are some: P.S. As a gentle reminder, this transition applies to the mobile app only. You will still be able to use your RingCentral desktop apps.
FAQ
Q. When will this affect me?
A. This past August we began the process of transitioning users to the new RingCentral app. Accounts are being migrated over a period of time, similar to how we roll out our quarterly feature releases. We plan to complete this process by April 2020, at which time no further upgrades will be made to the mobile apps. The apps will remain on the app store for a period of time before they are removed.
About 2-3 months prior to your scheduled transition date you’ll receive an email notification with complete details including the exact date your account will be transitioned to the new app.
Q. I use advanced calling features like HUD which aren’t yet supported on the unified RingCentral app. How will this impact me?
A. You will still be able to use all these features on the desktop RingCentral Phone app as we have no plans to retire this until all of the features have been integrated into the new unified RingCentral app.
Q. Can I turn off team messaging (Glip) in the RingCentral app?
A. Yes. Starting in mid-November, admins will have the ability to hide or remove the Message tab within the RingCentral mobile app. To do this, you must first contact support to enable the permission for your account. Once enabled, you will be able to turn on/off access to team messaging for users through your RingCentral Admin Portal.
Q. Who is impacted by this change?
A. All customers who are currently using RingCentral Phone and RingCentral Meetings on their mobile devices will be impacted.
The transition is only for mobile only, so you may continue to use the RingCentral Phone and RingCentral Meetings app on desktop.
Q. What if I still want to use the apps after they have been retired and removed from the app store?
A. You will be unable to continue to use RingCentral Phone app after your transition date. All RingCentral meetings will automatically launch from within the new unified RingCentral app, leaving you no need to use the standalone app.
If you need assistance with timeline or would like to delay this for business reasons, please contact your account manager or RingCentral global support.
After the app store removal date, you may continue to use the meetings app if you so choose but keep in mind that support for these will be limited.
Q. How do I install/get the RingCentral app?
A. You can download the RingCentral app here. Your users will soon receive in-app notifications pointing them to the RingCentral app in their app store.
Q. Can I still use my existing login credentials?
A. Yes, you’ll still be able to use your existing credentials to log in to the RingCentral app.
Q. Will all my data still be available once I transition to the RingCentral app?
A. Yes, all your existing data will be available in the RingCentral app
Q. What features do I have access to in the RingCentral app?
A. You will still have access to features you know and love plus team messaging, HD video meetings,* task management, and more. Existing RingCentral Office customers will now also have access to additional functionalities including multi-party calling, custom ringtones, and warm transfer.
For more information about your account and specific features, don’t hesitate to reach out to your account representative or RingCentral global support.
*HD video meetings are not available to Fax and Pro customers
At RingCentral, our number one priority is keeping you productive while making our solutions easy to manage. In response to customer feedback, we are unifying our separate business apps into one application, the RingCentral app.
We’re beginning the process of retiring our Phone and Meetings apps and bringing those capabilities into the RingCentral app. The first step in this process is to retire the mobile apps by April 2020.
There are no current plans to retire our separate business desktop apps just yet. The transition on desktop will only begin after we close all the feature gaps in the RingCentral desktop app. Until then, you will still be able to use the RingCentral Phone desktop app for advanced calling features such as HUD and the standalone RingCentral Meetings desktop app.
This past August we began the process of transitioning users to the new RingCentral app. Accounts are being migrated over a period of time, similar to how we roll out our quarterly feature releases. Once your account has been migrated, the unified RingCentral mobile app will be made the default app for phone calls and video meetings. This means all your calls and meetings will automatically launch with the integrated experience from inside the RingCentral app so you no longer need the separate business apps. We plan to complete this process by April 2020, at which time no further upgrades will be made to the mobile apps. The apps will remain on the app store for a period of time before they are removed.
About 2-3 months prior to your scheduled transition date you’ll receive an email notification with complete details including the exact date your account will be transitioned to the new app. If you are unsure of who receives product notifications you can check which users are designated as admin users within the Admin Portal at service.ringcentral.com. In addition, users will receive messaging inside of the old RingCentral Phone mobile application letting them know they will need to transition to the new app by a certain date.
We’ve also put together some resources to help make your transition as effortless as possible. Here are some: P.S. As a gentle reminder, this transition applies to the mobile app only. You will still be able to use your RingCentral desktop apps.
FAQ
Q. When will this affect me?
A. This past August we began the process of transitioning users to the new RingCentral app. Accounts are being migrated over a period of time, similar to how we roll out our quarterly feature releases. We plan to complete this process by April 2020, at which time no further upgrades will be made to the mobile apps. The apps will remain on the app store for a period of time before they are removed.
About 2-3 months prior to your scheduled transition date you’ll receive an email notification with complete details including the exact date your account will be transitioned to the new app.
Q. I use advanced calling features like HUD which aren’t yet supported on the unified RingCentral app. How will this impact me?
A. You will still be able to use all these features on the desktop RingCentral Phone app as we have no plans to retire this until all of the features have been integrated into the new unified RingCentral app.
Q. Can I turn off team messaging (Glip) in the RingCentral app?
A. Yes. Starting in mid-November, admins will have the ability to hide or remove the Message tab within the RingCentral mobile app. To do this, you must first contact support to enable the permission for your account. Once enabled, you will be able to turn on/off access to team messaging for users through your RingCentral Admin Portal.
Q. Who is impacted by this change?
A. All customers who are currently using RingCentral Phone and RingCentral Meetings on their mobile devices will be impacted.
The transition is only for mobile only, so you may continue to use the RingCentral Phone and RingCentral Meetings app on desktop.
Q. What if I still want to use the apps after they have been retired and removed from the app store?
A. You will be unable to continue to use RingCentral Phone app after your transition date. All RingCentral meetings will automatically launch from within the new unified RingCentral app, leaving you no need to use the standalone app.
If you need assistance with timeline or would like to delay this for business reasons, please contact your account manager or RingCentral global support.
After the app store removal date, you may continue to use the meetings app if you so choose but keep in mind that support for these will be limited.
Q. How do I install/get the RingCentral app?
A. You can download the RingCentral app here. Your users will soon receive in-app notifications pointing them to the RingCentral app in their app store.
Q. Can I still use my existing login credentials?
A. Yes, you’ll still be able to use your existing credentials to log in to the RingCentral app.
Q. Will all my data still be available once I transition to the RingCentral app?
A. Yes, all your existing data will be available in the RingCentral app
Q. What features do I have access to in the RingCentral app?
A. You will still have access to features you know and love plus team messaging, HD video meetings,* task management, and more. Existing RingCentral Office customers will now also have access to additional functionalities including multi-party calling, custom ringtones, and warm transfer.
For more information about your account and specific features, don’t hesitate to reach out to your account representative or RingCentral global support.
*HD video meetings are not available to Fax and Pro customers
Becky - Community Support, Official Rep
-
2,534 Points
Posted 9 months ago
-
622 Points
-
972 Points
-
300 Points
-
598 Points
David Parent, Champion
-
1,412 Points
A percentage of employees in our office do use Glip. As an admin, in addition to having an on/off feature setting as mentioned above, I would also like a setting that would allow users to set the "Phone" (or other function) as the default launch screen instead of always starting with Glip.
-
134 Points
Totally agree. How can having to switch screens in the app every time it is opened a feature and a time saver? I want to make a call, not use Glip.
(Edited)
-
930 Points
I have had this conversation with the development team for the mobile app months ago. They mentioned they were going to look at this, but, I have not seen a resolution. I also noted that you should not have to open a menu to get to the phone and contacts tabs. There should be some direct button to touch when the app opens that can drive you directly to those services.
We shall see.
We shall see.
-
278 Points
I want a phone app, not an interstellar communication program. This iteration of Glip/RC app stimies productive phone call management. I need an easy and reliable business phone app. Oh, right, that's what I have now with the current RC Phone app.
Cecile Glassy, Champion
-
22,088 Points
-
972 Points
Hello everyone. I read the comments to some of the emails that often
get overlooked in this forum. I read a reply from official RC rep that:
Mobile app is scheduled to deploy Q3 of this year.
RC Desktop app will not begin deployment until sometime in 2020.
I, along with many others have with panic and anxiety expressed concerns.
Hope this calms the herd, I don't care if it is a single app or multiple as long as the "Enhancements" provide the functionality and security of the current apps.
I think the subject of this discussion could have been better communicated ....
"We are currently working on consolidating the two applications into one for ( benefit, benefit, benefit here) sometime in Q3 2019 / Q1 2020.
We are seeking community input in regards to the currently, (prematurely renamed) RingCentral App in order to deliver the best-in-class Telephony, Video Meeting and communication app in the industry. We welcome your input in regards to the current RingCentral App, and we will be making many changes with respect to your input....
Keep up the good work RingCentral, I know you will do this right.
RC
Mobile app is scheduled to deploy Q3 of this year.
RC Desktop app will not begin deployment until sometime in 2020.
I, along with many others have with panic and anxiety expressed concerns.
Hope this calms the herd, I don't care if it is a single app or multiple as long as the "Enhancements" provide the functionality and security of the current apps.
I think the subject of this discussion could have been better communicated ....
"We are currently working on consolidating the two applications into one for ( benefit, benefit, benefit here) sometime in Q3 2019 / Q1 2020.
We are seeking community input in regards to the currently, (prematurely renamed) RingCentral App in order to deliver the best-in-class Telephony, Video Meeting and communication app in the industry. We welcome your input in regards to the current RingCentral App, and we will be making many changes with respect to your input....
Keep up the good work RingCentral, I know you will do this right.
RC
-
1,174 Points
We have several users who have had to move to deskphones rather than mobiles due to the fact that the InContact Max Agent does not integrate with the Glip/Ring Central app. This basically means that any Incontact/call centre agent cannot use the mobile app as their endpoint. As we were completely missold on this, we have had to replace the mobile devices for these users with deskphones.
We are using Glip as a communication tool, but the only way these users can access it is via the desktop app - plus some users just find desktops simpler to use than a mobile device.
Why retire desktop apps?
And as already mentioned by so many, there is still ALOT of work to do to bring the Glip/Ring central app up to speed with the old apps. There are so many threads on the community that refer to missing features!
If you have a community, please at least listen to it and act on their feedback.
We are using Glip as a communication tool, but the only way these users can access it is via the desktop app - plus some users just find desktops simpler to use than a mobile device.
Why retire desktop apps?
And as already mentioned by so many, there is still ALOT of work to do to bring the Glip/Ring central app up to speed with the old apps. There are so many threads on the community that refer to missing features!
If you have a community, please at least listen to it and act on their feedback.
-
292 Points
they wont retire the desktop apps. if they did they'd be in breach of contract and we could all packup our polycoms and head over to the new Zoom phone service that's coming.
Saadet, Employee
-
68,382 Points
Hey Andrew,
While this effort is focused on the mobile app only, we do have plans to retire the desktop apps in the future, but not until feature parity is reached. Rest assured that we'll notify you in advance to give you ample time to prepare for this transition.
While this effort is focused on the mobile app only, we do have plans to retire the desktop apps in the future, but not until feature parity is reached. Rest assured that we'll notify you in advance to give you ample time to prepare for this transition.
Cecile Glassy, Champion
-
22,088 Points
USA-based acct | 2287 Users | 3800 DID lines | 28 sites | all Polycom VVX500 phone handsets
UPDATE::: 2019-06-10 had a long teleconference with some of the RingCentral Mobile App team at RingCentral yesterday.
It would seem the communications about transitioning to one unified app did not make it clear enough for a lot of us to know the Mobile App is still in development and they are looking for what changes to the Mobile App can align best with use for all their customer base, including Enterprise Security needs. Stay Tuned for further info.
http://ringcentraladminusersgroup.org/faq/glipsec.html
UPDATE::: 2019-06-10 had a long teleconference with some of the RingCentral Mobile App team at RingCentral yesterday.
It would seem the communications about transitioning to one unified app did not make it clear enough for a lot of us to know the Mobile App is still in development and they are looking for what changes to the Mobile App can align best with use for all their customer base, including Enterprise Security needs. Stay Tuned for further info.
http://ringcentraladminusersgroup.org/faq/glipsec.html
-
2,880 Points
The new mobile app should mirror the functionality of the new desktop app to the extent that a smartphone can. It sounds to me that they are overcomplicating the direction of their programming.
-
124 Points
Could someone from RC comment on the plan for the Alternative Host feature to be rolled out? I see that it is not part of this initial transition, but i desperately hope it is coming in a near-term update.
Saadet, Employee
-
68,212 Points
Hey Tron, I haven't heard of any update on this request. If I do hear something, I'll post on the separate thread for it :)
-
302 Points
I just got the bad news today from my RingCentral account rep. As many other people have said, and I mentioned to my account manager when you first bought Glip, we see no need for this, and have no desire to use it.
Will it be possible to turn access to Glip off and remove it completely from the UI in both mobile and desktop apps? Companies don't like having a whole class of product pushed to them without any choice - especially when other tools like Slack or Teams exist.
If the intention was to create a reason for your customers to stay with RingCentral, then I can't help but feel this will backfire - if it's not done well, then this will be the sole reason for us leaving.
Will it be possible to turn access to Glip off and remove it completely from the UI in both mobile and desktop apps? Companies don't like having a whole class of product pushed to them without any choice - especially when other tools like Slack or Teams exist.
If the intention was to create a reason for your customers to stay with RingCentral, then I can't help but feel this will backfire - if it's not done well, then this will be the sole reason for us leaving.
Saadet, Employee
-
68,262 Points
Hey David, you can. We mention it in the FAQ :)
Q. Can I turn off team messaging/Glip?
A. Yes. As part of the transition, we will be introducing the ability for admins to turn off feature access for users in the RingCentral mobile app.
Q. Can I turn off team messaging/Glip?
A. Yes. As part of the transition, we will be introducing the ability for admins to turn off feature access for users in the RingCentral mobile app.
-
302 Points
Thanks - so this new capability will result in Glip being removed entirely from the UI in the mobile app?
Cecile Glassy, Champion
-
21,912 Points
USA-based acct | 2287 Users | 3800 DID lines | 28 sites | all Polycom VVX500 phone handsets
@David Phillips see our blog about the reasons we have decommissioned all use of GLIP in our organization - you can request your Customer Success Manager to have is fully disabled for all users organization-wide.
http://ringcentraladminusersgroup.org/faq/glipsec.html
@David Phillips see our blog about the reasons we have decommissioned all use of GLIP in our organization - you can request your Customer Success Manager to have is fully disabled for all users organization-wide.
http://ringcentraladminusersgroup.org/faq/glipsec.html
-
302 Points
Great - thanks. Will get this sorted, but agree entirely that all this will do is make customers look elsewhere.
-
930 Points
It would be beneficial to us to understand how this is going to be rolled out. If this is going to be an update though the Google Play or the iStore and the switch will be "cold-turkey" we need an opportunity to inform, educate and train our staff. If there will be a transition period where both apps will be operational, we clearly need those dates to make sure we are prepared for the changes.
Please advise on how this is going to be released.
Please advise on how this is going to be released.
Saadet, Employee
-
68,162 Points
Sorry for the delay, Carl!
Like I've mentioned before, we will be making this transition over a period of time. While the migration date will vary depending on your account, you'll receive a minimum of 2-3 months advance notice via email with specific details regarding your confirmed migration date as well as additional resources to guide you through the process :)
For the RingCentral Phone mobile app, we are also sending out a series of targeted in-app notifications to alert your users of the upcoming transition and encouraging them to switch to the new RingCentral mobile app.
Like I've mentioned before, we will be making this transition over a period of time. While the migration date will vary depending on your account, you'll receive a minimum of 2-3 months advance notice via email with specific details regarding your confirmed migration date as well as additional resources to guide you through the process :)
For the RingCentral Phone mobile app, we are also sending out a series of targeted in-app notifications to alert your users of the upcoming transition and encouraging them to switch to the new RingCentral mobile app.
-
202 Points
The ability to choose the main phone number when sending out a text is now there and seems to be working fine for us in the new RingCentral app. I don't know that Glip will be something we will ever need/use. To the RC employees that monitor this forum, it would be helpful to be able to choose the default screen that the app opens to. Currently, every time you open the app its defaults to Glip when we are needing it to be the phone. It should be phone, contacts, meetings, glip.
-
2,182 Points
If so, it will be the first time many RC users will be able to integrate the new RC desktop app into their operations. This will create a higher demand for contact management within the new RC desktop app as most users have a difficult time identifying contacts by phone number only.
Thanks for the specific date.
Thanks for the specific date.
-
2,182 Points
The new settings appeared all day today in the new RC desktop app, however it doesn't seem to matter which Outbound Caller ID I select for Texts. The texts always come from the same main company number just like they did before. I signed out of everything and signed back in and the ability to send a text from another number still doesn't appear to work.
-
2,182 Points
I have tried multiple contacts and switched between main and direct numbers and still cannot get this to work. Can anyone else verify that this new feature of Outbound Caller ID for Texts does not work?
-
2,182 Points
Updated new RC desktop app from 19.8.1 to 19.9.1 and Outbound Caller ID for Texts still does not work.
Saadet, Employee
-
67,810 Points
Please open a case so Tech Support can look into what's going on.
-
268 Points
Are you able to schedule a conference call through the new RC mobile application? i do not see the option currently.
-
100 Points
There doesn't appear to be a way to for the RingCentral desktop app to recognize non-RC contact phone numbers when texting using Direct Message. However the RC
Mobile app is able to make the correlation by syncing with the phone's contacts
list.
This makes direct messaging texts very difficult to keep track of for end-users when switching between the apps for continued conversations.
The RingCentral desktop app should have the ability to recognize if the number if it's associated with a RC personal contact or an Outlook contact just as the RC mobile app does.
This makes direct messaging texts very difficult to keep track of for end-users when switching between the apps for continued conversations.
The RingCentral desktop app should have the ability to recognize if the number if it's associated with a RC personal contact or an Outlook contact just as the RC mobile app does.
-
2,826 Points
Even if the Glip desktop app can't manage contacts, if it could at least sync to Google and Outlook contacts then we could all start using it.
Saadet, Employee
-
68,322 Points
Hey Jarett! This is something the Product Team is working on next year when they tackle the desktop app :) Right now they're focusing on getting feature parity for the Mobile App - next year we will begin working on the desktop app
Jessica - Community Moderator, Official Rep
-
11,676 Points
As a follow up, we received confirmation that the contacts feature will get an upgrade in the middle of 2020 (Q3).
-
138 Points
Q3 2020? This is awful. Outlook Contact Sync is mission-critical or the app is worthless to us. The latest build of the RC Phone has made it go from bad to worse in both stability and reliability. RC engineering needs to fix the new app before destroying the other.
-
930 Points
I am starting off by letting everyone understand that this comment is a rant...
We keep hearing that the mobile app is going to undergo this development but that the desktop app is still months away from this transition. THEN WHY ARE YOU HIDING THE RC PHONE DESKTOP APP IN YOUR "TOOLS/DOWNLOADS" SECTION? We had a new employee start last week and they went through the process of downloading all of the applications for their phone and computer. However, the only apparent DOWNLOAD button on the desktop page downloaded the RingCentral application.
He came to me to ask a question on the system. When I demonstrated the method, he was wondering why my phone software looked different from his. He had the RingCentral app. I went to the page and realized the issue AND I STILL DID NOT SEE THE LINK FOR THE RC PHONE DOWNLOAD. Finally, after having to thoroughly read all of the small text, I found the hypertext link on the page to download the RC Phone application.
This is just unacceptable. We need this fixed right away......PERIOD. Please get your act together. You are sending very different information to your user base than you are posting on your web pages and in this community space. This is a persistent issue with RingCentral and our staff is at its end with these ongoing issues.
We keep hearing that the mobile app is going to undergo this development but that the desktop app is still months away from this transition. THEN WHY ARE YOU HIDING THE RC PHONE DESKTOP APP IN YOUR "TOOLS/DOWNLOADS" SECTION? We had a new employee start last week and they went through the process of downloading all of the applications for their phone and computer. However, the only apparent DOWNLOAD button on the desktop page downloaded the RingCentral application.
He came to me to ask a question on the system. When I demonstrated the method, he was wondering why my phone software looked different from his. He had the RingCentral app. I went to the page and realized the issue AND I STILL DID NOT SEE THE LINK FOR THE RC PHONE DOWNLOAD. Finally, after having to thoroughly read all of the small text, I found the hypertext link on the page to download the RC Phone application.
This is just unacceptable. We need this fixed right away......PERIOD. Please get your act together. You are sending very different information to your user base than you are posting on your web pages and in this community space. This is a persistent issue with RingCentral and our staff is at its end with these ongoing issues.
Bob Robinson, Champion
-
5,206 Points
I tend to agree that if the desktop app is on the back burner, that the 'current' feature-full product for desktop should still be front and center on the downloads page, or at least get equal billing. Fortunately we install the desktop apps for our users when setting up the PCs so we haven't run into this too much.
On a related note, I have to say that I'm disappointed that the new desktop app is getting such second-class treatment (we'll get to it when we are done updating the mobile app). RingCentral's analytics must show that desktop app usage (either RC Phone or RingCentral Glip) lags way behind mobile use?
On a related note, I have to say that I'm disappointed that the new desktop app is getting such second-class treatment (we'll get to it when we are done updating the mobile app). RingCentral's analytics must show that desktop app usage (either RC Phone or RingCentral Glip) lags way behind mobile use?
Jessica - Community Moderator, Official Rep
-
10,730 Points
Hey Carl,
We appreciate your feedback. We've let the web team know of your concerns and they're looking into this. In the mean time, feel free to direct users here: https://support.ringcentral.com/s/download?language=en_US.
Thanks!
We appreciate your feedback. We've let the web team know of your concerns and they're looking into this. In the mean time, feel free to direct users here: https://support.ringcentral.com/s/download?language=en_US.
Thanks!
-
1,100 Points
If you actually appreciated feedback, you'd stop this nonsense! The RC Phone app is VITAL to ALL RC clients. I guarantee you none of your clients chose you because they wanted Glip. They chose RC because we wanted a VoIP service!
-
382 Points
This is great, I love the RC/Glip app and figure this would be coming, but there is still one major problem.
It is still impossible to answer an incoming call forwarded to a call group from the RC app. The call immediately drops and the caller is seemingly sent into purgatory. Is there any plan to fix this, it's been an issue for around 2 years now?!?
Just to clarify, this is an issue with the mobile app only, not with the desktop app.
It is still impossible to answer an incoming call forwarded to a call group from the RC app. The call immediately drops and the caller is seemingly sent into purgatory. Is there any plan to fix this, it's been an issue for around 2 years now?!?
Just to clarify, this is an issue with the mobile app only, not with the desktop app.
(Edited)
-
382 Points
It's possible, I'm just not sure why it would affect the mobile app and not the desktop app.
-
382 Points
Also, I probably need to clarify that these are "Ring Groups", not
queues. We have a "Receptionist" user in the system, this user is set
as the Operator Extension. The call forwarding rules for this user are
to immediately forward the call to a Ring Group consisting of our
receptionists. If the call isn't answered after 3 rings, it then goes
to a wider group (I'm honestly blanking on how exactly this was setup,
because I've looked in several areas and can't find it).
Everyone in the system has their hard phone and softphone to ring simultaneously. This works perfectly, but when you hit the button to answer the call in Glip (on a mobile device), it immediately drops, and the caller reports they get put on hold indefinitely.
Everyone in the system has their hard phone and softphone to ring simultaneously. This works perfectly, but when you hit the button to answer the call in Glip (on a mobile device), it immediately drops, and the caller reports they get put on hold indefinitely.
Arthur Ng, Product Manager
-
210 Points
Hello Kyle,
This is Arthur - one of the PMs from RingCentral. I apologize for the issue and I have investigated and here's what I have found:
The respective teams are working on this issue, it seems like the fix has gone out on the 19.4.30 release - which will be made available once your pods upgrade sometime in early to mid Feb.
Please check in again during that time to see if the issue can be reproduced and tag me if there's any problem I will look into it for you.
Thank you!
This is Arthur - one of the PMs from RingCentral. I apologize for the issue and I have investigated and here's what I have found:
The respective teams are working on this issue, it seems like the fix has gone out on the 19.4.30 release - which will be made available once your pods upgrade sometime in early to mid Feb.
Please check in again during that time to see if the issue can be reproduced and tag me if there's any problem I will look into it for you.
Thank you!
-
382 Points
That's fantastic!! Thank you for the information and response!
Arthur Ng, Product Manager
-
210 Points
You're very welcome!
We are having a few limited extension. We can call these extensions with the RC app, but you can't see them in the company directory by name. On the phone app everything is fine. Are there plans to able to display limited extension in the RC app?
Jessica - Community Moderator, Official Rep
-
11,584 Points
Hi Joe,
There are plans for this, the product team is actively looking into this. The earliest plans would be for late 2020.
There are plans for this, the product team is actively looking into this. The earliest plans would be for late 2020.
-
82 Points
We have major call forwarding issues after we switched to the new Ringcentral App. We have talked to Ringcentral Support about this issue. After many hours on the phone and on chat, the issue was not resolved and the temporary fix is to revert back to the old Ringcentral phone.
Recently, we received an email telling us that the issue that we're having is a "normal behavior" and a "system limitation" of the Glip app. We are deeply concerned what would happen when the time comes that we are no longer able to use the old Ringcentral phone and be forced to use the Ringcentral Glip app.
Recently, we received an email telling us that the issue that we're having is a "normal behavior" and a "system limitation" of the Glip app. We are deeply concerned what would happen when the time comes that we are no longer able to use the old Ringcentral phone and be forced to use the Ringcentral Glip app.
Jessica - Community Moderator, Official Rep
-
11,584 Points
Hey Julius,
There are no current plans to retire our separate business desktop apps just yet, including the desktop phone app. The transition on desktop will only begin after we close all the feature gaps in the RingCentral desktop app.
There are no current plans to retire our separate business desktop apps just yet, including the desktop phone app. The transition on desktop will only begin after we close all the feature gaps in the RingCentral desktop app.
-
930 Points
Can someone verify if this comment is on the desktop application or the mobile application? We too have had concerns that the only way we will make the switch to the RingCentral applications is for them to provide ALL of the features of the RC Phone application at a minimum. The biggest issue for us with the desktop application is that it lacks integration with Outlook. We will not even start experimenting with that application until that feature is included.
We have been focusing on the mobile application and have noticed that the MEETINGS functionality is lacking the ability to see a shared screen and also be able to share your phones screen in a meeting. So while there are some features in the mobile application that are improvements, if the full functionality is not there, it becomes difficult for us to train our staff how to use these applications when they are losing features and may have to switch between apps to do what they are currently used to.
I too have been discussing these types of issues with the Development Team and we are anxiously waiting to see how these things resolve themselves.
We have been focusing on the mobile application and have noticed that the MEETINGS functionality is lacking the ability to see a shared screen and also be able to share your phones screen in a meeting. So while there are some features in the mobile application that are improvements, if the full functionality is not there, it becomes difficult for us to train our staff how to use these applications when they are losing features and may have to switch between apps to do what they are currently used to.
I too have been discussing these types of issues with the Development Team and we are anxiously waiting to see how these things resolve themselves.
Jessica - Community Moderator, Official Rep
-
11,584 Points
Hi Carl,
All desktop apps will remain until we've ensured that feature parity has been meet in the transition to the unified RingCentral app.
All desktop apps will remain until we've ensured that feature parity has been meet in the transition to the unified RingCentral app.
-
930 Points
Jessica,
I understand that. I just wanted to understand if the call forwarding issue noted above was on the desktop application or the mobile application. We are testing the updated mobile application to see if we want to push it out to our staff and have been talking the RC developers on issues we have been noticing. We have not tried to forward calls so needed to see if that is something we need to pay attention to. We are a long way away from pushing out the desktop app.
Thanks,
Carl
I understand that. I just wanted to understand if the call forwarding issue noted above was on the desktop application or the mobile application. We are testing the updated mobile application to see if we want to push it out to our staff and have been talking the RC developers on issues we have been noticing. We have not tried to forward calls so needed to see if that is something we need to pay attention to. We are a long way away from pushing out the desktop app.
Thanks,
Carl
Danno, Champion
-
29,024 Points
Please, Please, Please - for the love of God, don't retire the RC Phone. The new mobile APP is a growing cluster of troubles and problems. The most recent example; I have a new client who can not call their agent's RC DID numbers. So you know how RC assigns a temporary TN to a new account, until their current numbers port, at which point their ported number replace the temporary number? Well the port happen 2 days ago, but the user's DID is still the temporary DID in the mobile APP.
The problem is - the temporary DID number has an intercept message on it now.
In my call to Support; I was instructed to log out and log back in; then delete APP and re-load APP; then hard reset my iPhone; then verified every little nuance of programming fields as well as made numerous changes - still showing disconnected temporary DID number.
So, while I was on hold, as the tech entered a support ticket, I deleted new RC Mobile APP and reloaded old Mobile APP - and behold, the correct DID number shows up. We are in the process of notifying all the company users to delete new APP and load old APP. What a total waste of time!
So again, I beg of you, do not retire the old APP, i.e., the one that works - so we are not forced to use the new one - the one we have nicknamed the Elizabeth Warren Memorial RC APP.
The problem is - the temporary DID number has an intercept message on it now.
In my call to Support; I was instructed to log out and log back in; then delete APP and re-load APP; then hard reset my iPhone; then verified every little nuance of programming fields as well as made numerous changes - still showing disconnected temporary DID number.
So, while I was on hold, as the tech entered a support ticket, I deleted new RC Mobile APP and reloaded old Mobile APP - and behold, the correct DID number shows up. We are in the process of notifying all the company users to delete new APP and load old APP. What a total waste of time!
So again, I beg of you, do not retire the old APP, i.e., the one that works - so we are not forced to use the new one - the one we have nicknamed the Elizabeth Warren Memorial RC APP.
(Edited)
Danno, Champion
-
29,024 Points
5702 is the legacy number that was ported.
Danno, Champion
-
29,024 Points
Sharing in case anyone runs into the same issue. This is from tech support. One comment; they were incorrect about only affecting mobile users - it was desk sets too.
Hello Dan,
We appreciate your clarification. It appears that the RingCentral temporary phone number assigned to each email address were the ones registered in our database. And, it appears that these users are only using the RingCentral unified app in their mobile devices. To update the registration of each user, please request them to do the steps below:
- Login to the online account through service.ringcentral.com. Use the RingCentral user extension contact email address and the password of the RingCentral user extension assigned.
- Once logged in, please click on the letter R icon at the upper, right to open the unified app via the Google Chrome web browser
- Click on the profile icon and go to edit profile
- Each should now have the correct email address with the official assigned direct RingCentral phone number
Bob Robinson, Champion
-
5,548 Points
So are they correcting the database so this doesn't affect new users going forward who are only set up with the new unified app, or are we going to have to do this with each user going forward? Is there a way for an admin to identify accounts that were set up with the temporary number?
Danno, Champion
-
29,024 Points
Frankly, I'm more confused than ever before. The decision I made was to not offer the new APP to my clients and stay with the proven APP, until it's ripped out of our hands. I simply waste too much time and money tripping over beta technology - while peering through the egg on my face.
J.B. Ferguson, Champion
-
37,582 Points
Well said Danno!
-
192 Points
Having issues with the new app and Queue calls - phones keep ringing even though an agent picked up the queue call. Old app did not have this problem. It is frustrating to keep being pushed to "upgrade" only to learn that the new app is a DOWNgrade.
-
1,118 Points
We also seem to be experiencing this today - call rings one member of queue, unanswered so moves to next member who answers. First member's mobile (not deskphone, which has stopped ringing) continues to ring even after the call has ended. All been ok on the glip app before today.
-
1,044 Points
"READY OR NOT, HERE IT COMES, WE'RE ON A DEADLINE TO DEPLOY RING-GLYP CENTRAL"
Received a disturbing email this morning,
"It's time to transition to the new RingCentral Mobile App."
OR ANOTHER PROVIDER
+1 for honesty, that it won't be ready by then, and you will have to wait until you get to a desktop to use the HUD and other ADVANCED FEATURES.
WHY FOR THE LOVE OF PETE, push a DOWNGRADE that is not ready for production?
It has to be due to money. Maybe because the billing system can be circumvented with mobile devices?
Received a disturbing email this morning,
"It's time to transition to the new RingCentral Mobile App."
OR ANOTHER PROVIDER
+1 for honesty, that it won't be ready by then, and you will have to wait until you get to a desktop to use the HUD and other ADVANCED FEATURES.
" To avoid any disruption?" The disruption BEGINS when you install this abomination.On January 24, 2019, we will discontinue the older RingCentral Phone mobile app for your account. We suggest that you transition your organization to the newer RingCentral mobile app now to avoid any disruption.
What does this mean for my users?
- On this January 24, 2019, you will no longer have access to the RingCentral Phone mobile app. Rest assured, you will still have access to desktop for advanced calling features such as HUD.
- Once the unified RingCentral app is installed, this will be the default app for your account. All calls and video meetings will automatically launch from the app.
WHY FOR THE LOVE OF PETE, push a DOWNGRADE that is not ready for production?
It has to be due to money. Maybe because the billing system can be circumvented with mobile devices?
(Edited)
Bob Robinson, Champion
-
5,206 Points
They're going to make this change in the past (January 24, 2019)?
How do I customize the toolbar at the bottom of the new app? I don't want to use Messages (hide it) and want to have tabs for Calls and Voice mail at the bottom! I hate having to reach up to the top tab bar to switch between recent calls and voicemail. There needs to be a simple way to make the new app look and behave line the old app! Stop pushing message features on users who don't want or need them.
MY "NEW FEATURE REQUEST" -- A CONVERSATION WITH RingCentral SUPPORT.
--12:45--
Hello!
I am RChee - a chatbot. I can understand you best if you ask short questions, one at at time.
RC: How can I help you?
Real person please
RC: I'll transfer this chat to a live agent. So they can locate your account please provide your RingCentral main phone number.
How do I hide the Messages Tab on the "new app" and add a Voicemail tab at the bottom, like the old Phone app?
RC: Thank you, and while you wait, what is your name?
Jason
RC: Hi, Jason.
RC: [Real agent: Polixenia]
RC: I understand you have a concern about the RingCentral app, correct?
Yup
My direct question is above.
RC: Checking it now.
RC: One moment please.
RC: Are you referring to Direct Messages?
The new "Messages" tab (bottom left) on the new app. I don't want it, don't need it, wasting space, and want the Voicemail tab back on the bottom tab. Hate having to reach up to the "top tabs" to select Voicemail vs. Calls.
RC: I see it now.
The old RC Phone app was perfect. Now forced to use this new app but don't want Message tab. And would like Voicemail and Calls on the bottom so easy to switch one handed.
The app should have a way to CUSTOMIZE the bottom tabs to make it look and work like the old RC Phone app
Never wanted or needed this new "Team Message" feature.
RC: I understand. Thank you for your feedback. I'm afraid we are not able to remove the "Messages" tab and having the "Voicemail" tab at the bottom is not available as well.
RC: That would be a great addition to our services, though.
Addition?
It was already part of your service for like 10 years
The "addition" is the silly "Message" tab
RC: I understand. What I mean is with the new app that we have. We recommend that you submit a Feature Request by logging in to our Community Site.
That's the "addition" that needs to be REMOVED
How about you submit the feature request for me? How about that?
RC: I can do that.
Or escalate this to an engineer
or management
or both
?
RC: I can log in to our Community Site and submit a Feature Request, but it would still be best if you are the one logged in to it and request for it. To do that, please go to http://www.ringcentral.com/community. This would help us prioritize the development of new features, so our Product Enhancement Team can work toward he availability of this feature.
"New Features"?
Ahem.
RC: They are still considered new as they were not available previously. We don't have the capability to customize the icons at the bottom.
But the Voicemail tab was at the bottom forever. It's not new. This is a usability issue, of an already expensive service we use every day.
Is the new RingCeteral becoming the "iTunes" of phone apps? How many features are going do be shoehorned into a single app? Soon have Music streaming tab? Maybe some games to pass the time?
---1:20---
...
---1:25---
A "Dating" tab might be useful too, huh?
Maybe RingCentral could buy Tinder or Grindr and add a tab for that.
RC: While we are sunsetting the RingCentral mobile apps first, the desktop apps will be retired later once feature parity is reached. You may continue using the RC Phone Desktop App until the first quarter of 2020.
I'm talking about the MOBILE APP.
I need to access the Voicemail tab with one hand.
At the bottom tab bar.
And don't need the new Message tab that is wasting space in a "Phone" application.
My thumb can't reach the "top tab bar" which makes the functionality convoluted.
RC: I received a word that turning the messages off via the RC app will be available in the future. As for the voicemail tab, I'm afraid we don't know yet when that would be available, which is why we are requesting you to post in our Community Site about this.
OK will do!
You might strongly suggest this to the "powers that be" as well.
It only make sense to have the voicemail tab reappear when Messages is hidden, as there will be space for it then!
RC: I understand your concern. I will make sure to pass this along.
Thank you!
RC: No worries, Jason. Do you have other questions for me?
No, that is all for now.
RC: Thank you as well for chatting with us today. Let me just take this opportunity to let you know about our Support Site. You can visit us and learn more about RingCentral at https://support.ringcentral.com.
RC: I'll be closing our chat session now. Have a great day and a nice weekend. Take care. Bye.
--12:45--
Hello!
I am RChee - a chatbot. I can understand you best if you ask short questions, one at at time.
RC: How can I help you?
Real person please
RC: I'll transfer this chat to a live agent. So they can locate your account please provide your RingCentral main phone number.
How do I hide the Messages Tab on the "new app" and add a Voicemail tab at the bottom, like the old Phone app?
RC: Thank you, and while you wait, what is your name?
Jason
RC: Hi, Jason.
RC: [Real agent: Polixenia]
RC: I understand you have a concern about the RingCentral app, correct?
Yup
My direct question is above.
RC: Checking it now.
RC: One moment please.
RC: Are you referring to Direct Messages?
The new "Messages" tab (bottom left) on the new app. I don't want it, don't need it, wasting space, and want the Voicemail tab back on the bottom tab. Hate having to reach up to the "top tabs" to select Voicemail vs. Calls.
RC: I see it now.
The old RC Phone app was perfect. Now forced to use this new app but don't want Message tab. And would like Voicemail and Calls on the bottom so easy to switch one handed.
The app should have a way to CUSTOMIZE the bottom tabs to make it look and work like the old RC Phone app
Never wanted or needed this new "Team Message" feature.
RC: I understand. Thank you for your feedback. I'm afraid we are not able to remove the "Messages" tab and having the "Voicemail" tab at the bottom is not available as well.
RC: That would be a great addition to our services, though.
Addition?
It was already part of your service for like 10 years
The "addition" is the silly "Message" tab
RC: I understand. What I mean is with the new app that we have. We recommend that you submit a Feature Request by logging in to our Community Site.
That's the "addition" that needs to be REMOVED
How about you submit the feature request for me? How about that?
RC: I can do that.
Or escalate this to an engineer
or management
or both
?
RC: I can log in to our Community Site and submit a Feature Request, but it would still be best if you are the one logged in to it and request for it. To do that, please go to http://www.ringcentral.com/community. This would help us prioritize the development of new features, so our Product Enhancement Team can work toward he availability of this feature.
"New Features"?
Ahem.
RC: They are still considered new as they were not available previously. We don't have the capability to customize the icons at the bottom.
But the Voicemail tab was at the bottom forever. It's not new. This is a usability issue, of an already expensive service we use every day.
Is the new RingCeteral becoming the "iTunes" of phone apps? How many features are going do be shoehorned into a single app? Soon have Music streaming tab? Maybe some games to pass the time?
---1:20---
...
---1:25---
A "Dating" tab might be useful too, huh?
Maybe RingCentral could buy Tinder or Grindr and add a tab for that.
RC: While we are sunsetting the RingCentral mobile apps first, the desktop apps will be retired later once feature parity is reached. You may continue using the RC Phone Desktop App until the first quarter of 2020.
I'm talking about the MOBILE APP.
I need to access the Voicemail tab with one hand.
At the bottom tab bar.
And don't need the new Message tab that is wasting space in a "Phone" application.
My thumb can't reach the "top tab bar" which makes the functionality convoluted.
RC: I received a word that turning the messages off via the RC app will be available in the future. As for the voicemail tab, I'm afraid we don't know yet when that would be available, which is why we are requesting you to post in our Community Site about this.
OK will do!
You might strongly suggest this to the "powers that be" as well.
It only make sense to have the voicemail tab reappear when Messages is hidden, as there will be space for it then!
RC: I understand your concern. I will make sure to pass this along.
Thank you!
RC: No worries, Jason. Do you have other questions for me?
No, that is all for now.
RC: Thank you as well for chatting with us today. Let me just take this opportunity to let you know about our Support Site. You can visit us and learn more about RingCentral at https://support.ringcentral.com.
RC: I'll be closing our chat session now. Have a great day and a nice weekend. Take care. Bye.
(Edited)
-
160 Points
We've tried to use the new app several times, but it's still missing key features.
- Text messages sent from the RC app don't show up in the RingCentral App, so we're losing our conversation history. Also, we would have to switch everyone simultaneously or else lose communication with those who don't migrate right away.
- The Fax feature doesn't include a scan option. It will allow you to drop in a file, but you can't scan from within the app. You could do this from the RC app and it worked perfectly.
- Company contacts are missing. The only contacts that show up are those who have created a login for and started using the apps. But we're a retail store and we have several departments (sales, rental, lab) who don't use the app and never will because they are departments, not people sitting at a desk. This is an issue for anybody using the mobile app and a real issue for our remote staff who rely on the contacts list for making calls within the company.
- The new app is confusing and many people have expressed frustration. It was a big enough problem that we mandated everyone use only the RC app.
Liam Zhang, Employee
-
762 Points
Hi Jan, I am a product manager from the mobile team.
We are investigating issues that happen on the RingCentral app.
Could you clarify the issues below?
We are investigating issues that happen on the RingCentral app.
Could you clarify the issues below?
- Could you confirm text messages that send from the RC phone app are from internal users? (Currently, RingCentral app doesn't support pager messages which are texts send among internal users. In Q2 pager texts will be supported on the RingCentral app)
- The RC phone app does not support scan files either, could you specify the scan feature?
- For missing company contacts, what type of extensions are created for the departments? If they are group extensions, they will be supported in Q1 on the RingCentral app.
Bob Robinson, Champion
-
4,920 Points
Regarding #2, I know there used to be a RingCentral Scan/Fax feature with the desktop app, and I've even seen a print driver on some of our PCs of this.
For #3, we have seen similar behavior and the new users only show up if I completely log out of RC (Glip) on the desktop and close it, then open it back.
For #3, we have seen similar behavior and the new users only show up if I completely log out of RC (Glip) on the desktop and close it, then open it back.
-
1,110 Points