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RingEX: Phone, SMS, & Fax

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

  • 3,721 Questions
  • 8,055 Replies
3726 Questions
Jann Mateo
Community Manager
Jann MateoCommunity Manager
published in RingEX: Phone, SMS, & Fax
Setting up phone numbers to receive text messages

If your team doesn’t need to send SMS or text messages, you can still configure specific phone numbers to receive text messages without completing the TCR registration process. You can set up numbers to receive two-factor authentication codes and other necessary text messages in the Admin Portal. NOTE: If you’d like to change a phone number already linked to a TCR registration to only receive and not send messages, you must first remove that number from the TCR registration. Setup phone number to receive SMS/text messages onlyTo turn the Inbound SMS feature on for phone numbers:Sign in to the Admin Portal. Click the Phone System tab. Go to Business SMS, then click Inbound SMS. Click the button under Select phone numbers to choose the numbers you want to enable for inbound SMS. Click Add numbers in the popup window. You can click Remove if a phone number should stop receiving text messages.NOTE: You can’t remove phone numbers that show Not yet ready or Removal in progress under Status.S

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Jann Mateo
Community Manager
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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ZekeZNew Participant
asked in RingEX: Phone, SMS, & Fax
No Audio in Headset when I enable headset control buttons

So, I have a really strange issue.  I’m using the RC desktop app with a Jabra Evolve2 55 headset.  Works great, EXCEPT if I enable headset control buttons: The moment I activate this feature, I can no longer use the headset for outgoing calls.  I can answer incoming calls just fine (even using the call answer button on the headset), but for all outgoing calls, it’s as if the headset loses pairing.  No audio or microphone.  As soon as I toggle the control option off, the headset works normally again. Anyone run into this before?

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schatter34New Participant
asked in RingEX: Phone, SMS, & Fax
Automated SMS away message

I need to set up automated away messages for SMS, but the instructions say I need to use RingCentral Automator. However, the Automator website doesn’t show an option for Automated SMS away messages. Can someone explain how to set up automated away messages with the new system?

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EvanSeeNew Participant
asked in RingEX: Phone, SMS, & Fax
Call Monitoring not accessible for team member

I am an admin using the RingCentral platform and one of our team managers is now unable to call monitor callers under the HUD (the headset/ear icon cannot be found). She is part of our call monitoring group and is listed as able to monitor the callers. I have removed and re-added her to no effect, and she also cleared cache, updated her RingCentral. Is there other settings I have to find? Her roles under her User Details is listed as Manager - Reporting. Please help.

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cwellsNew Participant
asked in RingEX: Phone, SMS, & Fax
Call Queues Issues

We have added call queues for basically “work hours and after hours” and there is some setting that I have wrong in there because it is not ringing or showing voicemails or missed calls on my app….Is there some sort of setting that I just have wrong in my queues?

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Robin PaschallNew Participant
asked in RingEX: Phone, SMS, & Fax
TCR Registration issues

We are having some of the same issues with our registration.  We originally submitted back in November.  I was under the impression all was fine - there was an initial rejection for opt-in / opt-out language that we were able to resolve by adding the wording requested.  We were able to text without issue until Monday - then yesterday without any additional notice our outgoing text has been stopped.  We can still receive messages - just not reply.  This is a crucial piece of our business and ability to communicate with our customers.  It is my understanding that the terms of service & privacy policy must be able to be viewed from our site - ours is linked to the payment site which does have both.  We are now just waiting….  Any help to escalate or examine our submission for approval / decline so we can know what steps to take next would be greatly appreciated.  Thanks!! 

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sssNew Participant
asked in RingEX: Phone, SMS, & Fax
Looking for Complaints form

I have been receiving no assistance from RingCentral regarding inbound SMS functionality, which does not require TCR registration. I have raised multiple tickets over the past two weeks, yet the issue remains unresolved. Additionally, there has been no communication from your team explaining the problem or the obstacle preventing the number from being enabled for inbound SMS. What’s more concerning is that tickets are being closed or marked as duplicates without any discussion or resolution. Therefore, I am looking to register an official complaint and request access to the appropriate complaint form.

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Crystal_
Community Manager
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PacrealNew Participant
asked in RingEX: Phone, SMS, & Fax
Exploring Faxing Options with Canon imageRUNNER ADVANCE DX

Hi everyone,I'm currently exploring different options for faxing using our Canon imageRUNNER ADVANCE DX C5840i. I need an option that allows faxing directly on the machine in the office, as some employees do not have access to RingCentral.Additionally, our business has a designated fax number, so it's important that we can receive faxes directly to this machine.Does anyone have experience with this setup or know the best way to configure it?  Any tips, recommendations, or resources would be greatly appreciated!   

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marshall-hayesNew Participant
asked in RingEX: Phone, SMS, & Fax
Clicking Ignore Call or Declining the call does not stop the phone from continuing to ring

When I get a call from a call queue if I click "Ignore Call" on my desktop app the Incoming Call screen goes away and then pops right back up a few seconds later. Same thing on the phone app. Using an Android phone if I decline a call, it goes away for a second then just comes right back up. This is extremely annoying. Please look into fixing it. If I ignore a call, I want it ignored. I don't care if it's in a queue and nobody else is answering. If I'm busy, I'm busy.

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RocketmanXNew Participant
asked in RingEX: Phone, SMS, & Fax
Help needed setting up Cisco ATA 192 to fax

Hello,I have an ATA 192 w recieved with our Spectrum\Ring central service. The company has never set it up to use with our fax (which is on a standard fax line atm). I would like to get it setup to fax using the ata 192 but have no clue where to start….ThanksPete Moore Industries

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noevalleysfNew Participant
asked in RingEX: Phone, SMS, & Fax
Calls cut in and out using RC app on a Pixel 9 Pro/T-Mobile

Below issue has happened on and off for over a year and a half, and I am absolutely lost. Anyone else out there experiencing the same? Or has some ideas of how to fix this?I use RC app to make business calls. I pick up my Pixel 9 Pro, open the RC app, dial a number and as the ringing starts I hear the sounds cutting in and out every few seconds. Same when someone picks up the phone. Impossible to have a phone conversations.This happened for about a month a year ago, then stopped, and has been happening the last 2+ months starting December 2024. What is very interesting is that RC app works fine on an iPhone 12 Pro under the same conditions (i.e. same WiFi, same t-Mobile carrier, locations, etc.)Last year this was happening on Pixel 7 Pio. This year it’s Pixel 9 Pro. I’ve tried everything, including resetting my Pixel 9 Pro to factory, then rebuilding it, etc I’ve tried various SIM card/phone settings (i.e. 5G/LTE, WiFi calling on/off, etc.) RC support can’t find any problems with the a

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David705913020New Participant
asked in RingEX: Phone, SMS, & Fax
TCR Registration was not extended - my outgoing texting was turned off today

Please help. I was assured that there would be a grace period. Our outbound texting has been disabled. This is really bad.

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Billy3489856020New Participant
asked in RingEX: Phone, SMS, & Fax
10-15 Second Delay Answering or Making Calls With RingCentral App

Good afternoon,We're on day 3 with RingCentral, and we're finding things we really like and little things that make us scratch our head. Overall it's been a pretty good experience.I have something weird going on with the desktop app. When I try to answer a call on Glip there is a 10-15 second delay before the call is answered. When I dial a number there is a 10-15 second delay before it dials.This morning I was in My Extension on service.ringcentral.com. I recorded a new Voicemail Greeting. I left that Window up, and all day long the app calls have been working nearly instantly. I don't experience any delay or issues. As soon as I closed that My Extension on the website the delays reappeared. I reopened the website, made sure my microphone was active on that page, and Glip is back to working without issues.I have a $35 pair of Logitech headphones, and they haven't given me any issues on other programs. It's a USB connection directly into my computer. I'm usi

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Crystal_
Community Manager
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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 correctlyMaximum concurrent calls per member: 5 = = This part is working correctlyNumber of rings before trying next member:  Does not matter it covers to next member after 5 rings 25 secI 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 changeReviewed user setting = no change Looking for direction or Any other thoughts Please and Thank you  

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diamond-hoof-care-ltd.New Participant
asked in RingEX: Phone, SMS, & Fax
OPT (one time password) SMS is not arriving. Is it being blocked?

I have attempted a number of times to get a OTP (one-time-password) from Amazon to my SMS. I know my SMS is working but why is this one not coming through? Is there somewhere a blocked SMS setting?

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DTHRBPParticipating Frequently
posted in RingEX: Phone, SMS, & Fax
RingCentral Outbound SMS/Text not working (message cannot be sent error)

Help. It has been over 10 days and outbound SMS/Text is not working. We have tried the suggestions to fix and it’s not working.I’m sure RingCentral has received numerous complaints about this issue but what is being done?this did not workFebruary 5, 2025 12:29:47 PSTRingCentral Operations teams have performed actions to mitigate the outbound SMS issue for a large portion of customers with compliant and registered campaigns and number pools. Teams will continue to work to mitigate the issue for customers still experiencing the issue.RingCentral Operations teams have identified a possible workaround for this issue. Customers eligible for the workaround are those who are compliant with registered campaigns and number pools (where applicable). To resolve this issue, please take the following steps to remove the numbers from the campaign and re-add them to the campaign.1. Sign in to the Admin Portal.2. Click the Phone System tab.3. Click Business SMS, then click TCR Registration.4. Click th

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Shahbaz ShaikhNew Participant
asked in RingEX: Phone, SMS, & Fax
RingCentral app and Teams Similtaneous Ringing.

RingCentral app and MS Teams ring together, how to stop this simultaneous ringCurrently if a user is using both the RC App and MS Teams is integrated with RC, when a call comes in, it rings on both RC App and Teams.Is there a way to stop/chose where the user wants the call to ring, i.e. either the RC App or MS Teams.The only option I currently see is to disable the RC and Teams integration for the user.

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Crystal_
Community Manager
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robert-lidyardNew Participant
asked in RingEX: Phone, SMS, & Fax
Incoming Fax going to Voice

I have an Incoming Fax going straight to Voice, is there no way to send it back to fax?

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JayENew Participant
asked in RingEX: Phone, SMS, & Fax
Why are incoming faxes also leaving a voicemail?

We are a new account, but had all of our numbers ported from Spectrum to RingCentral. The lines that were for fax are now just numbers in RingCentral, but every time a fax comes in to this digital account, it is also leaving a blank voicemail message. All of the settings look similar to another account where faxes are coming into the app without leaving a voice message. Am I missing something? 

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maria-7New Participant
asked in RingEX: Phone, SMS, & Fax
TCR rejection code-2105

Hello,It’s been around 3 months that our company is facing TCR compliance issue. This has not halted our SMS registration, but also so many of our clients and our internal team are facing issues communicating with each other, since Ring Central used to be our main source of communication with clients regarding their queries and also for internal communication between our own employees.And what makes this issue more critical is that a total of 10x Ring Central numbers assigned to us can’t send/receive messages.Right now, we have implemented all the steps needed for a perfect TCR compliance. Here’s an example of our verbal opt-in script which is explicitly mentioned our website’s communication policy page: “Thank you for choosing Bell MedEx Medical Billing. To keep you informed, we offer SMS notifications for billing reminders, account updates, and service-related alerts. Before confirming your opt-in, I need to share a few details:You’ll receive automated texts related to your account.

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Crystal_
Community Manager
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MikeCamWVInspiring
asked in RingEX: Phone, SMS, & Fax
Default Admin Passwords for Yealink Phones

We purchased multiple Yealink phones directly from Ring Central (T46Us and T33Gs). They were provisioned by RC before being sent to us. I’m trying to enter the advanced settings and the web interface for the phones to setup extension modules and do some other settings, and I can’t find the correct admin password. I’ve tried my account password (my account is the admin for our RC account), I’ve tried the default admin from the Yealink guide, and I’ve tried the password for the user that those phones are assigned to - nothing works, and I’m concerned about getting locked out. I’ve also reached out to RC and asked what password they set when they provisioned the phones, but I haven’t heard back from them.Thanks, Mike

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bauerNew Participant
asked in RingEX: Phone, SMS, & Fax
Voicemail Message Length

Over the last week, people calling me can now leave 10 or 15 minute long voice messages if they want. For years, there was a 3 minute time limit and the message would get cut-off, which I prefer. How do I go back to only allowing a 3 minute max voice message?

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Crystal_
Community Manager
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andrew-barriskillNew Participant
asked in RingEX: Phone, SMS, & Fax
Fax: How to customize, or remove fields from the fax cover sheet?

We only use RingCentral for faxes. The coversheet shows the Ringcentral number as a phone number making it unusable for us. We need to customize the phone & fax number shown. This forces us to leave the Email subject line blank - a problem because this is how everybody was labeling their faxes for searching (when we used eFax).

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Crystal_
Community Manager
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svodaNew Participant
asked in RingEX: Phone, SMS, & Fax
Message Indicator (red dot with number) will not go away on iPhone

It’ll show I have a message, I’ll read the message, when I go back to my home screen it doesn’t show any notifications, and then about 5 seconds later it shows a ‘1’. I go back into ring and there’s no new message.

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