RingEX

End user currently uses RC Phone in order to maintain a log of text messages sent to clients.  How do I move the cache from the current end of life laptop to the new laptop?

Incoming calls are going to voice mail and those get sent to my cell phone, I need the calls to go to my cell phone.About half of the incoming calls hang up when asked to leave a message, and Im losing potential business. Rich P

I haven’t found a way to do this so I was curious if it was possible. I realize the easy answer is to get rid of the physical fax machine but a couple of our department managers are fighting that option for now. Has anyone ever set up something similiar successfully? 

Calls come in to a Call Queue for example SUPPORT. Agents see ‘incoming call for SUPPORT’We have a second queue called EXECS that is set to forward all calls to SUPPORTBut the agents in the SUPPORT queue need to know the call is intend for EXECS and answer accordingly.But it doesn’t - every call displays ‘incoming call for SUPPORT’In a previous life (Teams) I seem to remember a setting called ‘preserve call forward header’ or similar, or maybe something to do with P-Assert?Help.

I recently received a text message soliciting me to apply for a job. How do I block the number(s) and report them as spam. The directions in help do not work. The three ellipses did not contain a Block or Block & Report Spam option. 

Hi! New-ish user here. It looks like folders can be created for “Messages” but not “Texts’ in the app. This would be helpful to organize SMS texts...for example, when a text message has been actioned so you want to move it out of the main display, but need to reference it later. The app we used previously, Texting Ninja, had an “Archive” function that did this (not to be confused with RC’s Archive function). Is there any way to accomplish this type of folder organization for texts? Is it a roadmap item? Thanks! 

We have it set up so one of our user can pick up calls from a few other individuals. Permissions are enabled and the “ring my phone when any user I am monitoring rings” is turned ON. This setup works great for us except for when one of the users does a warm transfer, the user that is monitoring them sees the call come across as if it were a new incoming call. How do we distinguish the difference between incoming calls and transfers when monitoring calls?We have Poly phones.

We want to be able to select differet outgoing numbers for different types of calls. Need an easy way to select at phone. We used to use a dial prefix (ie- 7, 8, 9) to select. 

Is there a way once a call is successfully forwarded to an external number for RingCentral to “drop/end” the call on its end?Once our call is forwarded, it’s handled by a different phone system. And RingCentral recording the calls and/or keeping on the line is redundant and costing extra money. Thanks,Nicole

How can I add a contact number to my company list for everyone in the organization to see?Currently the only numbers in the company contacts are internal employees with numbers.We need to add numbers that are external to our own.

I would like to limit callers allowed in queue to less than 5 callers which is the lowest option in the drop down menu. I have 4 phones/users set to ring simultaneously for our restaurant but only want 2 of my staff at most to be tied up on the phones at the same time.

While using the RingCentral app on an iPad, a separate popup will appear if I try to perform a conference call. This is particularly annoying because the popup does NOT include the button to merge the calls together. The popup also does not allow me to move/drag & drop the popup window out of the way to access the ringcentral app running in the background, which does have the button to merge the calls. It is essentially a virtual barrier blocking the buttons.  This is also troubling because I can no longer multi-task and access the ring central app to consult a text message. This unnecessary popup just takes up half the screen and cannot be moved out of the way. It is extremely harmful for productivity and operations as I cannot perform basic functions due to that pop-up window. 

We have Teams Presence sync enabled.  It’s been noted that some calls will still come through when DND is enabled on the phone. While MS Teams will sync the status of the phone and show “Do not disturb” in Teams, the phone status will change to “Available” when Teams is inactive and its status changes to “Away.”  This happens repeatedly during webinars when you may be viewing a lengthy presentation.  Basically, every 5 minutes, Teams status changes to “Away” and DND on the phone changes to available until you move your cursor, begin typing, etc. on your computer.  Is this expected behavior for Teams to be able to turn off DND on the RingCentral phone and become available when Teams is in a state of “Away?”

I'm Using Ring Central Number for the Past 7 years. In these recent days I have observed that when ever I call a person they are not taking my calls and have informed me that my number reflecting as Spam Caller or Likely Sales. How should I resolve this issue.

The Latest office update for outlook classic (v2601) breaks outlook contact integration with RC Phone.If I roll back to the previous version of office it works again.When you go into the settings it is greyed out: 

How long does it typically take? I''ve added numbers and they have been sitting in Setup in Progress for 3 days. I have others that were ready almost immediately.

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?

Hi Group,We have a site with 2 cisco ATAs hooked to fax machines.  Both are connected identically to a network switch with no port security, ACLs, etc. One ATA is working fine but the other is giving this error:Due to technical reasons, your emergency response location couldn't be propagated successfully to the Emergency Service Provider. Outbound calls might be disabled. You may try to re-submit this emergency response location.We’ve tried deleting the device, re-adding, changing the address to other locations to no avail. Has anyone ran into this by chance?

Trying to setup the page extension in the Basic Settings with the info given by Ring Central.  I keep getting no reply from server under the SIP Registration under Status.  Any guidance would be greatly appreciated. The 8301 is only going to be used for overhead paging only.

Is there a way to use the paging device without having to have *84* dialed before the extension?

Hi everyone,Looking for some advice or best practices around call parking in RingCentral. We recently migrated from Mitel, where our users were used to parking calls directly to an extension number. That workflow was very intuitive for them.In RingCentral, I’ve created dedicated parking locations/areas, but users are mostly ignoring those and just hitting the generic “Park” button. The problem is they often forget the slot number or don’t know how to retrieve the call, so parked calls are getting stranded.Has anyone found a good way to: Mimic the old “park to extension” behavior? Make parked calls more visible or easier to retrieve for end users? Train or configure this in a way that sticks better with non-technical staff? Any tips, workarounds, or real-world lessons learned would be greatly appreciated. Thanks in advance!Jim

Hope someone can help.We have followed the setup instructions for the ATA192, we can make outbound calls with no issues. We can receive 1 call, but cannot receive another call for around 10-15 minutes. The line goes straight to voicemail, the line status on the ATA GUI page is showing the line is not active. It just seems it is not sending the disconnect message on incoming calls telling RingCentral the incoming call is complete. We can make an outbound call and receive a call afterwards, which is the strange issue.I've also found these errors in the logs, I believe it has something to do with the BYE message:ATA192-MPP local1.err vsock: RTP_LIB: librtp_wait_for_rtcpbyemsg():548: librtp_wait_for_rtcpbyemsg Failed to recv RTCP BYE from CSS and time out happenedNot using CUCM or MPP sotfware.

An employee recently ran into an issue with sending a picture via the RingCentral mobile app to another employee’s personal cell and it failed.  After about 1 ½ hours on the phone the case was escalated.  In hearing back from support today it was advised that the reason the picture failed to send was due to our TCR Registration not including MMS.  Our team does send MMS on a regular basis without any issues and am hoping this failure isn’t just the beginning of more to come. When going through the TCR process not once did it mention anything about MMS?  It took me literally a year to get my latest campaigns to successfully register which was not a pleasant process at all and for my own sanity cannot go through the process again. Have any of you run into MMS failing and support telling you it was due to your TCR Registration not including MMS?

I cannot begin to articulate my frustrations with the TCR registration process as this has been going on for OVER A YEAR. Instead, I will try to summarize mine and everyone else’s frustrations below!!I have been rejected so many times it is not even funny, and there is an application fee of $22. No one explains that you can edit current brand info so if that gets rejected you automatically think you have to pay another $22 for a new application which I did several times before I realized (with no help from ring) how to edit this myself!The reasons you get rejected are extremely vague and do not give you specifics or examples on what to use instead. You have to call an 888 number based out of India and get people on the phone who BARELY speak english and have ABSOLUTELY NO IDEA what they are doing. I have spent many hours of my time (which is valuable since I make the money) completing setups over the phone with these baseline level reps that walk you through and say it

I’ve recently transition from Windows to MacOS and wish to know how to replicate the ability to call a highlighted number as I was able to on my Windows device. I’ve tried various searches and suggestions, but nothing works.