RingEX

I found out that ACR recordings are only kept for 90 days. How long is general call information kept in the system?

If you tuned into last month’s RingEX Unlocked webinar, you know we shared some incredibly exciting updates designed to make your daily workflow smoother. Among the announcements, one of the most highly requested features from our community is finally here: major enhancements to our Spam & Call Filtering tools. We know how disruptive spam calls can be when you’re in the middle of a deep-focus task or handling important client interactions. To address this, RingCentral has rolled out powerful new capabilities that bridge smart end-user controls with robust admin settings to keep those unwanted robocalls from ever breaking your stride. Here is a quick look at how these enhancements work together to protect your RingEX experience:To learn more about this update, check you Managing spam detection and filtering in the Admin Portal.  Have any questions? Feel free to comment down below and we’ll do our best to help out!

Hi allWeb: 22.4.20.2259 2022-11-25 17:19:21Desktop: 22.1.31.2866 Windows (x64)In the last week or so every time I boot my computer the RC deaktop app opens to the "Get Started!" screen.Why has this changed?The "Get Started!" screen is not useful in any way, opening in the Phone screen is.Does anyone else have this problem?Cheers

We have discovered a peculiar problem that has begun occuring after upgrading our VDI environment to Horizon 2512. We have previously been using Horizon Clients 2503, and 2506 without any incident. However, since the upgrade to 2512 and when using RTAV for our audio devices (NOT THE RINGCENTRAL PROVIDED VDI PLUGINS), both RingEX and RingCX crash the VDI connection when calls are established, or the agent changes their status in CX. We have no problems with any other audio applications. And we also don’t have any issues for users using Windows or MacOS clients.To be clear, this issue definitely sounds like a problem with Omnissa’s Horizon Client 2512 for Linux. However, I can’t ignore the fact that this behavior only occurs when we are using RingCentral apps.I am looking to see if there are any other Horizon 2512 customers who are using the Linux client with their Ring Central environment?

When attempting to create an Enchanced Business SMS Campaign the auto-reply responses are defaulting to something other than what I list. How do I fix this.

We have text auto-reply enabled under Settings > Text > Reply to all texts for our main company texting number, 8**-***-****.The auto-reply is turned on and saved, but inbound texters are not receiving the response. We intentionally have the separate Reply after hours option turned off because our business hours are extended to cover evening classes/events, and our general auto-reply is written to work for both regular and after-hours texts.Can you please confirm:Whether Reply to all texts works for shared/company numbers; Whether it should trigger on every new inbound text or only once per sender/conversation; Whether this needs to be configured through Workflow Builder / Automator instead; Whether anything on our account or number setup is preventing auto-replies from sending.Thank you.

Hello,Currently going through a weird issue with a couple of our sites, feels like we’ve tried everything but nothings fixing this one issue. Every couple days some of our phones randomly stop receiving calls, when you call the line it rings twice then audio from the call comes through for about 1-2 seconds then drops. Nothing fixes this issue, I’ve changed SIP timers TCP & UDP SIP server expire timers, Outbound proxy server expire timers, Keep alive types, Keep alive intervals (set to 20 seconds). Enabling the Rport, changing the audio codec, firmware updates, disabling SIP ALG for the site bridged router and more that I've forgotten about at this point. Its really odd since some of our sites are perfectly fine and then these 4 sites we have with these phones constantly run into this issue. A reboot is the only temp fix for it then it just breaks again. I contacted RingCentral support but so far nothing has come back after sending off packet captures when the phone is showing this

Recently RC has stopped offering the normal Polycom ATA devices we use for fax machines. I was told the Cisco ATA 192 would offer the same functionality.On multiple devices we have discovered that the internet out port on the device (labelled as "Ethernet" on the device) does not seem to function. I have spent the last week plus poking around in the online configuration utility and I cannot get this to work. I can get the device online, I can fax in and out, everything works other than the port on the device that is supposed to be used for another device to access the web will not allow a connection. I believe this has something to do with the IP address on the port being assigned to a weird value.I am still waiting on a solution from RC Support. This has stopped all fax conversions currently so hoping that either 1) there is a solution already from someone on this board or 2) help others who are stuck with this issue.

The call queue has an extention why can't I add it to the phone hud?? I want to add call queue extentions to the receptionist phone but I can only add users.

How do I access recordings from inactive users? 

I am trying to eliminate my receptionist AI and also need to double check the caller ID. And making sure that my overall account is where it needs to be for cost. Thanks

Is there a way to limit the Caller ID choices for users based on the site they are assigned to and only show their assigned number, only the site number(s) for the one they are assigned to and any message-only numbers assigned to that site as well (i.e. fax numbers).Currently, under Caller ID restriction settings, choosing “Allow site numbers as caller ID” and “Allow message-only number as caller ID” shows ALL of those numbers across the entire system and doesn’t limit the choices based on what site the user is in.Thanks, 

how do I get an IVR Menu to be the company auto-receptionist default responder for all incoming calls

We have been live on RingCentral EX for over a month now and haven’t had issues until yesterday.  I have tickets open but was curious if anyone else has / had experienced this.We have 125+ Polycom desk phones.. starting yesterday we’re having 2 issues.1-way audio or no audio at all.  The user hangs up and calls back and ALWAYS gets successful 2-way audio on the 2nd attempt. Phones are showing Not Registered then go back to normal after a few moments.  When this happens, the port does not go down on the switch side.  I’m the sole firewall administrator and no changes have been made there.  The only thing I know that’s changed is we got a notice that the Polycom firmware would be updated to 26.2 on May 17th.  

As far as I can tell the new AI Assistant note taking and transcription features are only available if the call is taken on the desktop app or phone app. What about calls that are made or received using a physical desk phone? 

Good morning,Our Vet Clinic phone line is down. We cannot send text messages, and we are not receiving calls or voice messages. 

We are having issues with SMS messages. Many are failing or taking a significant amount of time to send. The outage says SMS is functional in the Americas. Anyone else having issues?

I'm sending text messages, and they're being delivered twice. Is the same thing happening to you?

Our team is having trouble accessing the admin portal this morning. I got a “Bad Gateway” message appear after sometime. The team is also having issues toggling their queue status. When they toggle it on in the desktop app, it will toggle off and present the following error message: 

My RingCentral account and extension are currently tied to the ultimate Super Admin role because RingCentral Professional Services set it up that way and we have yet to change it so it’s not tied to an actual user. I recently deployed our first hot desk phone and have noticed that when users are logging in or out it shows in my softphone’s call logs (*90 and *91 entries). There are also some outgoing calls in my logs that I didn’t make that are related to the group that uses the hot desk phone. It’s only a handful of calls at this point, but I was wondering if that’s expected behavior for hot desk phones or if there’s a configuration setting I’m missing. Appreciate any insight!

I preformed the correct steps to complete a conference call, and it did not work.  The first person got disconnected when calling the 2nd person.  This process has happened on other teammates desk phones.  I cannot complete any conference calls from any desk phone which is a new event.  The phones always let us do conference but in the last couple of weeks we cannot complete.  These are the steps I am taking. Start a Call: Begin by calling the first person you wish to include in the conference. Initiate Conference: Once the first person has answered and you are on an active call, look for the "More" softkey on your phone's screen. Press it, and then select the "Confrnc" or "Conference" softkey. This will put the current call on hold. Dial the Second Person: Dial the phone number or extension of the second person you want to add to the call. Merge the Calls: After the second person answers, press the "Confrnc", "Conference", or "Join" softkey again. All three parties will now be connect