Transitioning to the RingCentral app

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  • Announcement
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  • (Edited)
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

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Becky - Community Support, Official Rep

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Posted 8 months ago

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Chris Duquette, Champion

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I have a customer right now who uses the ringcentral desktop app to send faxes and texts, how will using the "glip" app help them out? They don't want to have a platform like glip where the office could be wasting more time chatting and sending memes than doing actual work.
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Elyse

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I've reverted to the "Phone" app as the "RingCentral" app on phone and desktop does not let me label contacts, and in addition does not sync my call log or contacts between apps. During testing when evaluating VOIP vendors, the ease of adding contacts and syncing between phones was a key differentiator between top competitors. So was the active support and engineering effort. I expected the unified app to be a step forward, not a step back. As others point out it is also key to be able to remove unwanted features for specific staff such as GLip.
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ACCOUNT

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There's no choice but to revert back to the old app. Using the new app in day-to-day business is impossible. It doesn't make any sense why contact management wasn't the first function created for the new app. The new app has 10 different visual themes and a thousand emojis but you can't save a contact? People have come to RingCentral for years to have a company phone number or alternate phone number they can use to conduct business through. I don't understand why the recent developer focus has shifted so far away from this.

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David Parent, Champion

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I agree, I also can't move on the new app until the basic phone functionalities are included. Glip should have been merged into the phone application, not the other way around. 
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Saadet, Employee

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Hey Elyse, the ability to label contacts in the RingCentral app is available in the 19.3.23 version of the Mobile App. I received an update today that they're working on adding the same functionality to the Desktop App in late Q1/early Q2 of 2020 - since that is when we will be working on closing the feature gaps between the two desktop apps.

The Product Team is aware of the contacts syncing issue and they're working hard to fix this.

As Becky mentioned in the Q&A section, you will be able to turn off the Glip functionality.

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.
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Bob Robinson, Champion

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At this point we are still steering users toward RC Phone on the desktop and the new app on mobile.  We will not direct desktop users to the new app until it is on par with the phone functions we use.
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Cecile Glassy, Champion

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This is a huge problem for our organization as use of GLIP is banned throughout due to lack of Enterprise Security which is not compliant with our network requirements.   How is RingCentral going to accomodate this for us?  Previously, we were told we would always still have access to a version of the RingCentral software without GLIP being visible to all users - this creates a huge number internal helpdesk tickets and failed logins as users attempt to login to GLIP instead of RC Phone.

http://ringcentraladminusersgroup.org/faq/glipsec.html

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Rickkee

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Don't want or need all that stuff, and the phone app takes up too much space already.  I want it small, compact, simple.  Just to call and fax thank you, please to consider a lite version of the app.  Suppose if worse comes to worse, I'll just buy a desktop phone and fax through email.  Then I won't need any appz.
(Edited)
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Andrew Bolin

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Agreed.  I really don't care about @mentions, though it is at the top of the sidebar and can't seem to be moved.  Right now we are down to me and my assistant in my office.  I don't need a company directory or internal texting.  Our parent company already has all of that functionality.  They also prefer Zoom for conferencing.  Calling, texting, and every once in a while faxing is all I need.  I tried the RingCentral app at the suggestion of tech support for a little while and moved back to RingCentral phone app.  It suits us best.
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Rickkee

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I just downloaded and reviewed the RCApp, (again for the third time) but don't see anywhere to "make a phone call".  to be clear, the desktop RCPhone will be combined into RCApp?  By the way, please consider it to be optional, I looked again and "DONT NEED ANY OF THAT STUFF".    Microsoft Teams, Slack, Skype are the mainstream apps.  Give us a choice to not clutter up and confuse users with "ALL THAT STUFF"   - Thank  you for your consideration.  Uninstalling again.....
(Edited)
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Saadet, Employee

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Hey Rickkee, do you have a full digital line attached to your extension? Could you share a screen shot of what you see?
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Lisa, Champion

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I agree. We use Slack and have no intentions of using Glip. We only use RingCentral Phone and Meetings. Glip clutters up this app. I also have deleted the new app. 
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Clay

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Well, this is about the worst news I could've gotten today.  The unified app is horrible!  Not a happy customer right now.  Transitioning my users is going to be a major pain without the slightest benefit.  "Fixing" something that isn't broken is always a terrible idea!
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Becky Higgins, Employee

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Hi Clay, we know this kind of transition can be disruptive, but we’re working hard to make sure it’s a positive experience and we’re here to help you every step of the way. Don’t hesitate to reach out to your account rep as they can provide resources and help you navigate specific challenges your organization faces.

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Cecile Glassy, Champion

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@Becky HIggins

Characterizing this problem as being "disruptive" is not accurate. The product offering does not WORK for many many people and has huge gaps in Enterprise Security.  This is the first and largest product mis-step RingCentral has made since going into business, watch your customer count go down if you force this on everyone. 

http://ringcentraladminusersgroup.org/faq/glipsec.html
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John Craven

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Totally agree with you Cecile.

Doesn't seem like RC gives a damn, tough. Really disappointing & feels like a bait & switch vs what we were sold. 
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Bob Robinson, Champion

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We went for years with numerous topics here on the problem with having 2 or 3 different RingCentral apps.  It seems to me that they have picked one and decided it will be the home to all functions, but by most accounts it's not even close to being feature complete and definitely is not as user-friendly as the other apps that provide specific functions.  I would have hoped that RingCentral would have built a plan that stated that the transition to the former Glip app would only happen once it had all of long list of functions and it had been tested by user groups as being complete and simple to use.  My take is that the feature set isn't complete (as evidenced by RingOut not being available on desktop until some time in 2020) and the current incarnation of Glip is NOT user friendly in the slightest.  I would hope they would at least consider pumping the breaks on the sunset of the old apps until Glip is more ready.
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Bob Robinson, Champion

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I should add that I think it's the right option to move toward a single application that provides all RC functions (it IS "Unified Communications" after all) but that gives admins the ability to turn off the elements they feel are not needed for some/all of their users.  I just don't think the former Glip app is anywhere near ready to offer that.

Since we use Office 365 as a key component of our infrastructure and have already generally adopted Teams, adding that same function via RC is going to be confusing so we will potentially turn that off.  We do look forward to a unified RC app that will bring meetings and telephony (including SMS and fax) all into one app that can be installed on multiple user desktop devices...just hope it's something better than what I'm currently seeing.
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Guy Griffin

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You might want to reconsider forcing your customers to transition to an app that's currently down with no explanation and no ETA.
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Anthony Barton

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I would have migrated over a long while back, however the new app is lacking the ability to choose our main phone number when we send out a text. When a text is sent out it needs to come from our main phone number not an individual phone number. This is currently possible is the RC Phone app, not possible in the RingCentral app. Is this something that is going to be fixed?
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Sam Goodman

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Same Problem for me Anthony, and RC admins. It's unacceptable that I can't send a text from our main company line, and the fact that it only is able to come from an individual phone number with a 205 area code (from Alabama) when we are based in California is particularly unacceptable. I never understood why our individual numbers that RC assigned to us are with an area code from a different state. How do you expect us to use RincCentral App when you can't control the outbound number for caller ID for texts. That is truly not workable. 
(Edited)
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Josh

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This would be a deal breaker for our company as well if we cant text from our main number.
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Saadet, Employee

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Hey Anthony, Sam, & Josh! The Product Team is working on adding the ability to change your outbound SMS ID. It is currently scheduled for Q3 release. Please follow the Idea that ACCOUNT linked for further updates :)
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John Craven

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Terrible news.

RingCentral Phone is so much better than Ring Central. Clean UX and functions perfectly as a VoIP phone client.

The Ring Central app looks like a cheap Slack ripoff and has a terrible UX (e.g. all of the screens that have no save or close not to mention it stinks as a phone app).

Cannot imagine that real customers told you to do this. 



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ACCOUNT

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Slack is for children who like to dress like hipsters and play .com startup.

Unfortunately, it also appears to be the most non-productive coding trend ever a.k.a. the new standard. AOL Instant Messenger was more productive than Slack is.
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John Craven

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Super genius insight. Thank you, "ACCOUNT." 
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Victor Manfredi

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Your mobile app is just awful. This is the dumbest thing I have ever seen and judging by the responses here i believe the majority of your customers agree. I use the desktop meeting app once a week to have a face to face with my remote workers. Am I supposed to now tell them to install ANOTHER app on their private cell phones and hold them up for the hour we meet for ? That Glip piece of garbage is the worst. I am an MSP and a reseller. I have only sold your service to a couple of clients mostly based on the desktop app video conf call feature. When they call me to complain whos number should i give them , Maybe i will had out my reps direct line and tell them to call him. This is so stupid.
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ACCOUNT

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I pray coding isn't being done based on the specific individual needs of RC customers, because that would only lead to forever patchwork and lengthy delays in development.

All of the businesses here don't have wildly different foundational communication requirements.
Everything stems from the basic phone/sms/fax functionality common needs we all share. In fact, there seem to be only 3 groups here:

1. Businesses who interact mainly with external clients/employees
2. Businesses who interact mainly with internal employees/clients
3. Businesses who do both

By pushing a new internal-oriented "homebase" app that doesn't currently have all previous basic capabilities to interact with external clients/employees, RC has created a sense of abandoning it's first and arguably largest base.


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John Craven

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"RingCentral has a wide variety of customers and each have different business requirements. " 

So don't FORCE Glip on those of us that ONLY use your voice/sms/meeting features!  

Bummer that this is just getting lip service.
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Becky Higgins, Employee

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Hi John,  As part of the transition, we will be introducing the ability for admins to turn off feature access for users in the RingCentral mobile/desktop apps. No one will be forced to use Glip if it doesn't make sense for their use case. :) 
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Becky Higgins, Employee

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Hi John,  As part of the transition, we will be introducing the ability for admins to turn off feature access for users in the RingCentral mobile/desktop apps. No one will be forced to use Glip if it doesn't make sense for their use case. :) 
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Cecile Glassy, Champion

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@Becky Higgins this is not what we are being told by Customer Success Managers in the field.  It is being made clear there will be no more Mobile App or Desktop App development and no access to use these apps after the product kill date.  
(Edited)
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Derek Aguilar

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Hi, I just transitioned to using the RingCentral App (v6.3.0.1.229) and I like it however I have to switch back to my RC Phone app because I cannot send SMS messages from my main company number, it defaults to my extension number and there is no way to select the outgoing SMS line. This needs to be fixed.
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Saadet, Employee

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Hey Derek! Like I mentioned earlier in the thread, this is planned :) You can follow this thread for further updates!
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Lisa, Champion

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I am seeking to gain some clarity on this and have a couple of thoughts. 

When will the desktop app be available in 2020? As our Admin, I would like to be able to test it before they use it. Very few people on our team currently use the mobile app. One of the main reasons for that is that if a personal call comes through during their work hours, their RingCentral call gets interrupted. This is not good for business or for those who like to keep business and personal separate like me. For security purposes, there is nothing on my personal cell phone that pertains to work. Of those on our team who do not use the mobile app, it is because they HAVE to use the Ring Out option. Which brings me to my next question...

Is the Ring Out option still going to be available? Everyone on our team uses this ONLY. If it is going to become obsolete, we will need to start looking for a different company now before it is unavailable for our business. 

As I have said in a previous comment, our team will not use Glip and therefore this update makes RingCentral more of a hassle than a help to our team. Especially with the security concerns like Cecil voiced above. 

I am not trying to be difficult at all and am willing to work with how RingCentral thinks things need to be changed to improve. In addition, I also think that it is important for RingCentral to listen to its customers before making changes and trying to fix things that are working well. RingCentral has a wide range of clientele who use its services on varying capacities. Please keep this in mind when going through your process of making changes as your changes affect everyone. 

Thank you for your service and your time!!

(Edited)
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Saadet, Employee

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Hey Lisa! The Product Team is still working towards getting the desktop app ready. So we don't have all of the dates yet. Don't worry, though, you will be able to work with your Account Manager so that you can view it before it gets rolled out :)

Good news! RingOut is coming for the mobile app in Q3 (as long as there are no hiccups in the roll out schedule) and it will also be available next year for the desktop app.

Totally understand that you don't want to use the Glip team messaging feature - you can turn that off :) Talk with your Account Manager so that they can help get that setup for you and your users.

You're not difficult at all! As always, thanks for your feedback :) and I love having you here on Community. You actually brighten up my day a lot :D
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David Heier

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Saadet, you and others at RC keep talking about the ability to turn off Glip features. What about turning off the entire Glip UI? That's what would be helpful.
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Cecile Glassy, Champion

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USA-based acct | 2287 Users | 3800 DID lines | 28 sites | all Polycom VVX500 phone handsets

2019-10-28:::

You can have GLIP turned off by submitting a Support Case or having your Customer Success Manager get it disabled. 

That is how we handled turning off GLIP entirely.

Unfortunately the Service Web Login page drives folks to attempt logging into GLIP first - we have had to send this pic to hundreds of our users every day

Feel free to copy and use our graphic if you need to direct your users the same way





Join our unofficial RingCentral Admins User Group
http://ringcentraladminusersgroup.org/index.html

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Oliver Orlicki

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The phone portion including SMS, phone calls etc needs to be completely revamped for this app before the Desktop app is scrapped. Sending SMS and calling interface should be the same as it was in the Desktop app. The fact that it's removing usability is inexcusable. Migration should always be to a better product, not an inferior one.

The footer navigation on the Phone app should have been the first thin included when adding the phone to the RC app. Ability to one click SMS, Video conference, Call Conference, Fax etc is such a nice usability function. Why wouldn't you include that?
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Bob Robinson, Champion

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Agreed that the phone/fax/SMS part of the interface is clunky.  I also cannot see any details for the user unless I go find them in People and dig down to View Profile, and even then on last check I couldn't even see the full phone number for someone in my company.
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James Reyes

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going to agree here... SMS is almost list an afterthought in this app and for us it's the main way we communicate // can this be more like RC Phone for Windows??
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Randy Edler

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A few inputs from a new customer -

1) If you create a RingCentral group text to multiple internal ringcentral users in the RC desktop phone application, when you are in the RingCentral mobile application, this text message conversation is completely gone. There is no indication that the conversation happened. Looking at the RingCentral Phone mobile app, the group text shows up no problem. This appears to be something that needs to be fixed.

2) I agree with MANY others in the community, the push of Glip into the product is way to over bearing. There are to many companies that don't need or don't want a collaboration tool set or they are just to large to allow their employee base to be doing what they want for security concerns. 
RingCentral needs to provide a way to disable the glip functionality until a company desires to deploy it. There are to many options in the RingCentral mobile app that a downright confusing and that trick people into downloading the RingCentral app, for example you can "Send Message" which many would interpret as a Text since they are interchangeable terms. Nope, this will send a glip message and invite someone to download glip which no one externally is going to do. 

Glip may seem like a trendy cool toy but it has a lot of things that the majority of RingCentral's customer base doesn't need or want. 
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Rickkee

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I would suggest something unheard of in the software industry.
First:  *STOP THE PRESSES"   *HOLD THE ROLL OUT* 
Replace the phrase  "We are in the process of retiring.....***

Take a focus group of 20 RC administrative users with varying degrees of skill  from large and small companies..   Half that already use Glip and half that do not. Get real world input from *LIVE USERS* to build the perfect product and scrap what the Ivory Tower Designers are trying to push.   Record the focus group, and watch the faces of some users who have their RingCentral Phone removed without any notice, and present them with FKA Glyp,  Ring Central App.

Keep Glyp Optional, or at least configure so Administrators can allow access only to the PHONE / FAX / Text.  Don't try to be like Microsoft Skype, Microsoft ruined it, still trying to make it work with weekly updates that are annoying as all heck..

Fix it and have it 100% perfect before rolling out.  Features working exactly like the RC Phone app before you even mention a roll out.

Beta test with 50 -  100 VOLUNTEER beta testers and get their input.
 Go back to the drawing board, and make it right before you roll it out.
Consider basic features that work right are more important than new and improved features that many users probably won't use...  ( I suspect this is going on now in the forum, but you can't see the people's faces when they try to figure out how to turn on the phone app, and visual reactions to everything else)

I know you paid a lot of money to acquire Glyp, and someone has a dream to recoup the investment.  Make sure it is right so it doesn't have the opposite effect and cause a mass migration to another vendor.

Having a web based phone like Packet 7+1 X 7+1  is a nice idea, but afraid it could be affected by browser infections and redirects.  VOIP is sensitive enough with the app, much less relying on ANY browser users want, IE, Edge, Chrome, Firefox, Opera, Dolphin etc.  Maybeeasier to develop for 3 platforms, Windows, Mac, Linux than it is to develop for a myriad of browsers, or force users to use the one that works.

Thanks for the consideration.
Rickkee
(Edited)
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Oto

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Seems a bit premature. Everyone resists change, and I don't want to sound like a naysayer, but I have two concerns:
  1. The announcement did not include a roadmap. If this transition is scheduled for next year, then okay, that gives admins some peace of mind. Better yet, do a layered deployment like many other companies do, where admins can opt out of the first transition phase.
  2. I have been testing the new RC app for months, and although RC is introducing features at a fast pace, it still lacks basic functionality. For example, it doesn't yet support call queues or integrate my phone contacts.
(Edited)
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David Parent, Champion

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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.
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Jason Peters

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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)
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Carl

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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.
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David Heier

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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.
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Cecile Glassy, Champion

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Forcing your entire customer base into using one unified app does not provide the same functionality which were in RingCentral Mobile and RingCentral Desktop for Windows with HeadsUpDisplay. 

The new app based on the core product formerly named "Glip" does not offer adequate Enterprise Security options, including 
*Mandatory virus scanning for attachments 
*Capability for admin moderation of member messages
*Admin ability to limit attachments is "all or nothing" 
*Admins cannot limit who may message "all members" in an organization.
*Admins cannot limit who may create message groups or populate message groups  
*Many public entities require Message logging and preservation for legal cases.  

Discontinuing RingCentral Mobile phone app and RingCentral Desktop for Windows with HeadsUpDisplay is particularly problematic for many customers who use the Desktop HeadsUpDisplay to manage and monitor their phone system traffic, this will not be a feature in the new renamed Glip app. 

Despite comments and objections from a large number of users, RingCentral is forging ahead with this plan and not giving customers a specific date for when this forced change will be implemented.  This opens the way for other VOIP vendors to step up and offer better customer responsiveness and engineering solutions that work for their customer base.  

I see this as very unfortunate for a company that has consistently led in the Gartner Magic Quadrant for years and it does not bode well for customers under long-term contracts with RingCentral. 

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David Phillips

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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. 

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Saadet, Employee

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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.
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David Phillips

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Thanks - so this new capability will result in Glip being removed entirely from the UI in the mobile app? 
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Cecile Glassy, Champion

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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
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David Phillips

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Great - thanks. Will get this sorted, but agree entirely that all this will do is make customers look elsewhere. 
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Carl

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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.
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Bob Robinson, Champion

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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?
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Jessica - Community Moderator, Official Rep

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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! 

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Clay

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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!
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Danno, Champion

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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. 

 
(Edited)
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Danno, Champion

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5702 is the legacy number that was ported.
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Danno, Champion

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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





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Bob Robinson, Champion

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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?
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Danno, Champion

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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.
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J.B. Ferguson, Champion

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Well said Danno!
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Rickkee

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"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.

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.
" To avoid any disruption?"  The disruption BEGINS when you install this abomination.

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)
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Bob Robinson, Champion

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They're going to make this change in the past (January 24, 2019)?
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Jan O.

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We've tried to use the new app several times, but it's still missing key features. 
  1. 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.
  2. 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.
  3. 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.
  4. 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.
We've had nothing but problems with Ring Central, so this news isn't a real shocker. The fact that there have been, seemingly, no upgrades to the new app in the past year is unbelievable. These missing features are critical, not feature upgrades to be added at a later date. 
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Liam Zhang, Employee

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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?
  1. 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)
  2. The RC phone app does not support scan files either, could you specify the scan feature?
  3. 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. 
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Bob Robinson, Champion

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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.
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Clay

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I think this thread is proof that RC just doesn't care about their customers.  They bought Glip, and by God we're going to LIKE IT!!  Any RC engineer that reads this thread should be able to tell right away that a significantly large portion of their client base DOES NOT WANT THIS!  The rule of forums is this:  For every person who takes the time to login to a forum and express their concerns, there are 100 people who agree with them but never go on a forum.  I predict a mass RC client exodus over this!
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Cody Tousignant

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We've been with RC for about six months and have had regular call quality issues with the RingCentral App on mobile devices; most frequently, we get delayed audio and even repeating audio (e.g. a team member says hello and then 2 seconds later it repeats hello to the person on the other end) regardless of whether a user is on cellular or WiFi. We've also been having a number of issues with the RingCentral (Glip) desktop application that have led to loss in productivity. However, RingCentral support's answer to the majority of our issues is to use RingCentral Phone on the desktop.

Since we haven't found a solution to our mobile call quality issues, I decided to test RC Phone with a portion of my team. I've already received confirmation that there are no call quality issues, echoes, repeats, or delays, and that the overall call quality is far above the RingCentral App.

I want to move my entire team to RC Phone for their mobile devices, but fear the the, "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." At this point, I'm willing to risk the app shutting down at some point this year so that my team can use their mobile devices.

With that, does RC Phone's voice/calling run on a different platform or codec than that of the RingCentral App's? I need to figure out why RC Phone seems to be exponentially better and more reliable with phone calls on mobile devices before the app dies out!