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RingEX: Phone, SMS, & Fax

Have questions about RingEX? Ask here for phone, texting, and fax support!

  • 3,416 Questions
  • 6,947 Replies
3416 Questions
Mary-Community_Moderator
Community Manager
Mary-Community_ModeratorCommunity Manager
published in RingEX: Phone, SMS, & Fax
TCR Best Practices Resource

We know TCR can be difficult to navigate, but our TCR team pulled together this TCR best practices deck and we're sharing it here to make sure you have support at your finger tips. TCR SMS - Customer Best Practices   Should you have any questions or need further clarification, please don't hesitate to drop a comment below! 👇

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Mary-Community_Moderator
Community Manager
9 days ago
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aveedotcomNew Participant
asked in RingEX: Phone, SMS, & Fax
Screenshot of SMS opt-in consent language required

I am trying to register for SMS for the business. It has been a long and difficult process. The latest correction is “Screenshot of SMS opt-in consent language required”. I'm not even sure where I do this on the application. Can someone help?

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20 hours ago
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joe-goodlundNew Participant
asked in RingEX: Phone, SMS, & Fax
Yealink WH67 headset

We have Yealink WH67 headsets with the WHB670 Base. All the documentation I am finding on RingCentral says this Yealink headset is compatible with the RingCentral Winds10 App. We can not figure out how to set RingCentral in the Yealink USB connect app you can select the outgoing softphone and RingCentral is not listed. Does anyone have any experience with these headsets?

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20 hours ago
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Zach62640094031New Participant
asked in RingEX: Phone, SMS, & Fax
Allow all users to send and receive SMS Texts from the main phone line

We use RingCentral as our Tech Support Phone line, and we have 4 users who rotate weekly on answering calls during Off-Hours. We would like the ability for each person to send and receive Texts from the main company line during that time.Right now, only the operator can send and receive SMS texts from the main company line. At least give us the option to change who is the operator based on our routing rules.

6
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1 day ago
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KathyShafferNew Participant
asked in RingEX: Phone, SMS, & Fax
Not receiving faxes

HELP! I am getting email notification and voicemail notifications about a received fax, but when i go to the ap there is no fax. These faxes are coming in when the office is closed and the ap is not open. I have my fax number set to receive at my number. I have received faxes while the office is open and the ap is open, so this again seems to be during the night.

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Mary-Community_Moderator
Community Manager
1 day ago
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sknoopNew Participant
asked in RingEX: Phone, SMS, & Fax
Prevent RingCentral App from changing devices

The RingCentral Windows app tends to "follow" the default speaker and microphone devices, even when we manually set them in the app.Is there a way to prevent the app from changing devices unless specifically instructed to do so? We frequently change audio devices and other apps keep their existing preferences, but with RC we have to go into the settings every time we change an audio device to pick the correct mic/speaker combo again.

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Mary-Community_Moderator
Community Manager
1 day ago
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mail-4New Participant
asked in RingEX: Phone, SMS, & Fax
Voicemail contained my outgoing message & caller's incoming message

Received voicemail from outside of my company.The voicemail played my outgoing message then caller’s incoming message. How did caller do that?Voicemail log displayed two separate voice messages from this caller, originating from one phone number, and both messages time stamped the same time.Incoming call made from a landline.Thank you.

4
Mary-Community_Moderator
Community Manager
2 days ago
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Patrick1940205021New Participant
asked in RingEX: Phone, SMS, & Fax
Fax Notification but no faxes when app is not open

An end user is saying he will get a fax notification via an email, he will open the app, and the fax is not in the app. Since there is no fax, he has to call the member/company and have the resend the fax.

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K
2 days ago
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jake-3New Participant
asked in RingEX: Phone, SMS, & Fax
Mitel / Shoretel IP 400 series ( 480G / 485G ) provisioning guide - from shoretel to RC

How to provision a Mitel 480G/485G with Shoretel firmware (v802/803) to ringcentral These phones are now supported on RC with autoprovision phone per (https://support.ringcentral.com/article/certified-supported-deskphones-ringcentral.html#mitel). However, the instructions given by the RC admin portal wizard and also on https://support.ringcentral.com/article/assisted-provisioning-mitel-deskphones.html will not work if your phones are on older shoretel firmware. I spoke with Mitel SIP phone support and here are the steps that worked. Sharing for anyone who is trying to convert these phones to RC.Make sure the phone is added as a device in the RC admin portal using the mac address and selecting the correct model - see steps 1-7 only on https://support.ringcentral.com/article/assisted-provisioning-mitel-deskphones.html if you aren't familiar with adding devices to RC admin.Factory reset your 480G/485G by pressing Mute then 25327# while on the idle screen. It will pop up asking if you&

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3 days ago
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tyler-4New Participant
asked in RingEX: Phone, SMS, & Fax
TCR campaign declined

Our campaign was just declined. The campaign registration is geared towards marketing SMS messages. We do not send any marketing SMS messages to our client. We ONLY text clients when they text us first. How are we supposed to get a campaign approved when it asks us for specific opt in wording that we send to clients? They opt in by texting us first and we therefore respond. That's it. I don't understand how this is supposed to work and it's completely ruining small business SMS.

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Mary-Community_Moderator
Community Manager
3 days ago
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DJDumlaoNew Participant
asked in RingEX: Phone, SMS, & Fax
websocket error

WebSocket connection to 'wss://sip131-1221.ringcentral.com:8083/' failed: WebSocket opening handshake timed out

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3 days ago
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jackson-1New Participant
asked in RingEX: Phone, SMS, & Fax
Best way to deal with fax numbers when users are disabled?

Hi there,  I was wondering if anyone knew the best way to deal with faxes when users leave the company? We usually disable the account but there are providers that might fax a departed employee’s number and receive an error. Wondering what the best path would be to get the provider to automatically fax forward to our main line instead or has anyone else set up some system they want to share? 

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4 days ago
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Suraj RajoriaNew Member
asked in RingEX: Phone, SMS, & Fax
Salesforce Cadence not moving in the next step with Ring Central CTI

Hello All,I am using Ring central CTI in the salesforce.I configured the all the thing using Ring Central Setup Guide.After adding a lead into cadence When I am going to place an Outbound call from Work Queue, and create a log from Dialer the lead is not moving in the next Cadence Step.But if i am saving a call log from the Global action of log a call which is opens when placing an outbound call then the lead is moving into the next cadence  Step. Why it is not working from the dialer. 

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8 days ago
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ebillsNew Participant
asked in RingEX: Phone, SMS, & Fax
Campaign Registration Issues

We had a brand and campaign registered after the chaos of the start of 2023. We met with our RingCentral account manager in September to go over all our opt-out language and they assured us everything looked compliant. At the start of December, without any warning, TCR revoked our campaign and said we needed better language. We've had multiple attempts of adding language to our website and copying what other companies that TCR show as being compliant. But every time we make the suggested changes, and wait 10+ business days after re-submitting our campaign registration, we get another rejection for different reasons. We are a law firm that only uses texting to communicate with our clients, or with people who filled out the form on our website looking to speak to our law firm about their case. We don't send out mass messages, or sell the info. We include the boiler plate "text STOP to Opt-out at anytime" in our initial text messages. Has anyone else had similar struggle

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Mary-Community_Moderator
Community Manager
9 days ago
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WildOceanNew Participant
asked in RingEX: Phone, SMS, & Fax
W79p is not auto provisioning

I purchase the Yealink W79p with 1 phone and I purchased 2 extra phones. I can get them registered to the base but cannot get them provisioned enough though I am following the instructions to the T. I reset the base and phones to their factory settings, the I followed the instructions for auto provisioning. They have also been updated with the latest firmware. I am at a lose. I even tried manually provisioning and at least that gave me a green status on one of my lines in the admin portal but the provision still failed on the phones.  

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9 days ago
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WildOceanNew Participant
asked in RingEX: Phone, SMS, & Fax
Caller cannot hear us from one of our Yealink W59 phone, one way audio

Having an issue with our yealink W70p phone (the W70B base and W59rR phone).It was working until today. We have 3 phones for 3 different extensions. Extension 2 goes to cordless phone 1 (W59R- the one phone that is auto provisioned, the other 2 are manually provisioned). The caller cannot hear us but we can hear them. The other 2 phones are not having this issue. I am assuming it has to be some kind of setting with the IP address server or something along those lines. Or maybe a setting on the Admin portal? I could use some help.

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9 days ago
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Ben1742298027Participating Frequently
asked in RingEX: Phone, SMS, & Fax
One user using Any RC APP (Phone/App/Salesforce Browser) is super silent on headset only when call starts

All users are on windows 10, primarily using Salesforce Browser to make calls. One user only has an issue where at the beginning of the call, the volume from his microphone is very quiet. After about 10 seconds, the volume jumps up to a normal volume.Issue persists on two different computers, different manufacturers, different sound chipsets.Have tried 3 different headsets, latest one an RC recommended one.Issue has happened on 4 different ISPs and Wifi locations.Settings for 'communications' under sound is set to 'do nothing'Switching calls between rc phone and rc app causes the issue to restart.Microphone Gain is set to +6DB and stays there. Windows updates fully up to date. Turned off 'allow apps to take exclusive control' in microphone propertiesIf the user snaps the microphone boom to make noise, that sometimes resolves it. **ISSUE DOES NOT HAPPEN ON LAPTOP BUILT IN MICROPHONE**It feels like there's some sort of setting that is setting the sound low at

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R
9 days ago
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idjw915New Participant
asked in RingEX: Phone, SMS, & Fax
Missed Calls are missing.

Two days ago (8/27/24), three of our VVX Polycom 410 phones all have their Missed Calls displaying “No Records.”The App displays the missing calls, but we need the phone to display it as well as several different individuals use the phone, but not the App.We have restarted the phones, and have resynced them through the web portal. Does anyone know how to restore this functionality to our phones?

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I
9 days ago
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JTWTNew Member
asked in RingEX: Phone, SMS, & Fax
Multiple Poly Rove 40 handsets?

Can a Poly Rove B2 Base be provisioned to support multiple Poly Rove 40 handsets with each assigned to a separate Ringcentral User? 

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J
10 days ago
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MDAGUMANNew Participant
asked in RingEX: Phone, SMS, & Fax
This redirect failed because URL blocked.

Whenever I try to log in I get this error “This redirect failed because URL blocked. Please contact our support.”

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10 days ago
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bottoNew Participant
asked in RingEX: Phone, SMS, & Fax
Fax History

I’m looking for confirmation that all fax history falls out of the app every 30 days.   I have a user who is saying their history is blank and they were looking for faxes sent  two months ago.  

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R
11 days ago
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OfficeManagementBeverlyNew Participant
asked in RingEX: Phone, SMS, & Fax
Adding a user to an ACTIVE CALL on Shared Lines

Shared Lines. Can another user join an ACTIVE call on a shared line?Like the AB Shared Line is called. User A answers. Can User B also join the line while the call is active?If so, how?

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12 days ago
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rosemccormackNew Participant
asked in RingEX: Phone, SMS, & Fax
Change main phone number due to office move

How do I change the main phone number for our RingCentral since we moved our office to a different county and want a local presence?

1
Mary-Community_Moderator
Community Manager
12 days ago
M
MikeCamWVInspiring
asked in RingEX: Phone, SMS, & Fax
Authentication Failed when trying to view missed calls or call history on Yealink T46u

Hi, We had this pop up two weeks ago but only on our T46U phones. Whenever we try to view a missed call or view call history in the menu, we get an error message that Authentication Failed. Please Try Again. This is across our entire organization. I put in a support ticket, and within a couple of days, I received two phone calls and an email from Ring Central telling me that it was a known issue affecting several of their customers, they had re-created the issue, but didn’t have a resolution yet. A few days later, Ring Central closed the support ticket as resolved, but we’re still having the issue. I re-opened the ticket and tried to escalate it, but I’ve not heard back from anyone at Ring Central. This is causing significant issues in our workplace, so I’m trying to find a solution.Thanks, Mike Camden  

4
Mary-Community_Moderator
Community Manager
15 days ago
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RCSMSNew Participant
asked in RingEX: Phone, SMS, & Fax
RC sms TRC run around

We communicate with our clients on a one to one basis.  We NEVER broadcast texts or sms messages.  We have completed the TCR form 3 x and failed each.  We have had4-5 conversations with RC TCR “specialists” and recently forwarded a copy to RC at their request of our privacy policy that is on the web site and still no one seems to be able to explain to us what we need to do to be compliant.  I tried to explore Textbot on the RC applications page and the appears to no longer be available.   We are a very compliant company … yet this situation baffles us.  I would never recommend Ring Central to someone who intends to use their system for texting. Can anyone suggest next steps? Thx,

1
Mary-Community_Moderator
Community Manager
15 days ago

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