Transitioning to the RingCentral app

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  • Announcement
  • Updated 3 days ago
  • (Edited)
11/7/2019  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 the mobile apps will no longer be available for download in the app store. 



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 the mobile apps will no longer be available for download in the app store. 


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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Posted 6 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 - Community Moderator, Official Rep

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

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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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 - Community Moderator, Official Rep

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


@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 - Community Moderator, Official Rep

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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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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 - Community Moderator, Official Rep

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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 - Community Moderator, Official Rep

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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.