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RingEX: Phone, SMS, & Fax

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

  • 3,687 Questions
  • 7,919 Replies
3692 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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nbfd731New Participant
asked in RingEX: Phone, SMS, & Fax
Calling Queue: The number of rings before trying next member not working

I have set up my call handling in my call queue to Fixed order: = = This part is working correctly Maximum concurrent calls per member: 5 = = This part is working correctly Number of rings before trying next member: Does not matter it covers to next member after 5 rings 25 sec I have changed to all below no change in issue 6 rings / 30 seconds // 9 rings / 45 seconds // 12 rings / 1 minute 24 rings / 2 minutes // 60 rings / 5 minutes Created new Calling Group = no change Reviewed user setting = no change Looking for direction or Any other thoughts Please and Thank you

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Problem Solver
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wcurtisswrightNew Participant
asked in RingEX: Phone, SMS, & Fax
wifi only

Chat is terrible and phone support at Ring Central is terrible. Yikes. I am in an office with wifi only and no wired connection. The wifi is not mine. I have a ring central desk phone VVX411. Should I purchase a phone with wifi built in, or configure a wifi bridge for my current phone? What works best? I really do not like using the softphone on my computer. Any thoughts.

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Problem Solver
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archanasodhaNew Participant
posted in RingEX: Phone, SMS, & Fax
TCR.. taking for ever

It has been a significant amount of time since we submitted our TCR request. Our initial application was rejected, but we made the necessary corrections and resubmitted it. However, the status still shows as "in progress," with no updates. How much longer is this expected to take, or do we need to start exploring alternative solutions?

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rblackstoneNew Participant
asked in RingEX: Phone, SMS, & Fax
TCR Registration Issues

Good Morning, @Jessica-Community_Moderator and @Becky-Community_Manager, Hope all is well. We have been trying to complete our TCR registration for over 2 months (since January 9th, 2023) and no one at RingCentral seems to be able to help. We have time and date-stamped screenshots (only attaching the final one here) of the successful submission through the RingCentral portal and email trails showing the multiple times we have also submitted it via email in PDF to different parties at RingCentral -- all of which we can forward. We keep getting transferred to the TCR department and they offer no information. All they do is say that they understand and will escalate it. Now they are asking us to resubmit the form with no guarantee that it will be received this time or how long it will take to process/approve it or if we will meet the deadlines set by RingCentral or if there will be fees involved for re-submission though the delay is through no fault of our own. It is absolutely dishearten

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CrimeshieldNew Participant
asked in RingEX: Phone, SMS, & Fax
tcr nightmare

I have jumped through hoop after hoop and still got rejected for my TCR registry and can not text my technicians. Here is the last thing they failed us for…… DCA2 declined sharing request for campaign CFDYABT. Explanation: Unable to verify, needs compliant and accurate CTA information. Update with specific path for mobile opt-in, HELP instructions, STOP instructions, message frequency disclosure, "message and data rates may apply" disclosure and link to the message program privacy policy, or language referring to the privacy policy. (806) How do I fix this and move on from this nightmare??? We do not even text customers only our own staff so this is all ridiculous.

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EL.NANew Participant
asked in RingEX: Phone, SMS, & Fax
External tcr api failures

Dealing with TCR “Update required” since November. Yesterday agent told me to share my screen so we can fix together mistakes. By the time I needed to press finish button, I received “External tcr api failures". No clue what we changed to trigger that, and agent did not know either. Now I am going back and forth with ring and spectrum and no one know what is going on. Last call said to contact billing but it was impossible to get them on the call. And no idea why billing. Anyone else had same issue with TCR

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christi-1New Participant
asked in RingEX: Phone, SMS, & Fax
Cell Phone App

Does the Cell Phone App allow Caller ID when the call is answered at the office?

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HugoDangNew Participant
asked in RingEX: Phone, SMS, & Fax
Can I send text directly to a non-user extension (only has extension, no direct number) on RingCentral App

Can I send text directly to a non-user extension (only has extension, no direct number) on RingCentral App that was possible on the RingCentral Phone app?

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Crystal_
Community Manager
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GELLENew Participant
asked in RingEX: Phone, SMS, & Fax
RingCentral Softphone not showing all options, Phone, Text, Fax, and Contacts options are missing.

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gilbsVWNew Participant
asked in RingEX: Phone, SMS, & Fax
No keypad or phone option visible on mobile app

I downloaded the newest version of the app from Google Play, but after installation and opening it does not show either a keypad or the phone icon. Do I need to adjust settings and/or permissions?

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Crystal_
Community Manager
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Frosti1000New Participant
asked in RingEX: Phone, SMS, & Fax
HUD Option not shown under phone settings

Hello everyone, I have the following problem with a user.The HUD function is not even displayed in the phone settings! So I can't activate it at all.What could be the reason for this or who can help me? Best Regards

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Crystal_
Community Manager
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aimeecoffeyNew Participant
asked in RingEX: Phone, SMS, & Fax
Is anyone having issues calling Carolina West Wireless phone numbers? 

Is anyone having issues calling Carolina West Wireless phone numbers? We get a busy signal when trying to call them from our Ring Central phone number. The CWW callers can call into our RC numbers.

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Crystal_
Community Manager
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kyle-1New Participant
asked in RingEX: Phone, SMS, & Fax
RingCentral App Call Park Notification

Every time a call gets parked via a desk phone, it causes a notification alert (sound) in the RingCentral PC app to go off. It appears to be tied to the "Direct messages" notification sound. When I change the direct messages notification sound, it also changes the parked call notification to match that sound, which is really annoying as I think I'm receiving a direct message every time someone parks a call. I would like to be able to adjust the Call Park notification sound via its own setting without effecting the Direct messages sound. Ideally, I would like to be able to turn the park notification off all together, but keep the direct message notifications on.

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Crystal_
Community Manager
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SG BioNew Participant
asked in RingEX: Phone, SMS, & Fax
Yealink W79P Cordless Phone?

How do you transfer a call on a Yealink W79P Cordless Phone?

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Crystal_
Community Manager
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william-boesNew Participant
asked in RingEX: Phone, SMS, & Fax
full voice mail

I've been using RC for my business since 2014, never any major issues...now I have some of my clients telling me that when they called my business number, they get a message stating that the voice mailbox is full ? However, when I call from my personal number, it rings right through to voicemail without issue. Today I was with a client and they told me they've been having issues with contacting me, I asked them to call my business number and let me hear this for myself...sure enough after the phone connected it stated "the voice mailbox is full" and hung up on them. I then immediately called from my personal cell phone to the same business number and it went through with voice greeting and then voicemail ?? Point of reference we both have phone numbers with identical area codes (not that that should matter).

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aandersonParticipating Frequently
asked in RingEX: Phone, SMS, & Fax
Cisco ATA 192 Troubles

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.

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Crystal_
Community Manager
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HaileySNew Participant
asked in RingEX: Phone, SMS, & Fax
How to Prevent Accidental Call Hang-Ups with Cheek?

Our team members, using both iPhones and Androids, keep accidentally hanging up calls with their cheeks. Since this happens across both device types, I don’t think it’s a proximity sensor issue. Does anyone have suggestions on how to prevent this? Thanks!

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MikeLNew Participant
asked in RingEX: Phone, SMS, & Fax
SMS enabled Setup In progress

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.

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Crystal_
Community Manager
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CpeckNew Participant
asked in RingEX: Phone, SMS, & Fax
TCR Registration Madness - consent outside of website??

I’m on my 7th go round on this. My latest message is now: Insufficient detail provided for Consent section when opt-in consent occurs outside of website Can anyone please provide some insight on what this means? Is this a matter of adding another line to a privacy policy? We dont use texting for marketing or cold reaching out. This has been a nightmare without guidance.

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brandon-eddyNew Participant
asked in RingEX: Phone, SMS, & Fax
Messages not sending Attachments

My users are having trouble sending attachments. They don’t receive any warning about attachment size (and the file is only a small image). The text of the message goes through just fine, but the attachment seems to disappear. Is anyone else experiencing this issue?

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Crystal_
Community Manager
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sailorsam122New Participant
asked in RingEX: Phone, SMS, & Fax
Some not All Ring Central Polycom Phones Occasionally Deregister and Lose Connection.

We use Ring Central Polycom VVX 450s across our organization. I have 2 phones that are occasionally de-registering themselves and stating “No Service” then moments later will come back up. I don’t think it has anything to do with PoE as the phones will stay on during this time. The firewall is allowing for connections out to the IP/Port. Would having inbound connections limited affect this? The phones are on two different switches. Again this is only happening to 2 phones that I’m aware of, out of the 90+ in our environment. Any help would be appreciated. Logs consistently state the following when the outages occur: 032****|sip |4|00|CPlcmSipTcpSocket::ConnectThreadLocal Failed to connect to 104.245.57.227:5090 : Error[Operation now in progress] on SocketAddr (0x1a49940)032****|app1 |4|00|Failure reason is Failed to connect to server : Error[Operation now in progress]

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Crystal_
Community Manager
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Kelly2512338036Participating Frequently
asked in RingEX: Phone, SMS, & Fax
Can you bulk delete text messages?

Is there a way to bulk delete text messages? In the old windows app, you could select multiple threads and delete them all at once. Now you have to go through and delete one by one. I send/receive hundreds of texts per day so it takes a lot of time to clean out my inbox.

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Crystal_
Community Manager
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Nelson1814New Participant
asked in RingEX: Phone, SMS, & Fax
TCR not registered, it’s showing review in process from long time

TCR registration stuck in "review in progess" since 3 week Have raised numerous tickets, called, and got helped with guidelines, updated everything. But the status of the two numbers we submitted for registration stuck in “review in progress” please help me before next bill cuz i am paying for sms bundle pack also from 2 month with out any use of it this 27 march i have next bill, please let me know what should i do cancel my account? Or should i just keep paying RC for nothing

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BeckyH
Community Manager
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jbentleyNew Participant
asked in RingEX: Phone, SMS, & Fax
Cisco ATA 191 - 2 phone support

I see that the Cisco ATA 191 has 2 phone ports on it but only 1 seems to work. Can they be configured to support 2 phones being plugged in. They could share the same phone number. This would be important if I had both fax and phone in the same location.

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Crystal_
Community Manager

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