I have the same question. I had a single caller that was legitimate. She was able to dial the main number but she could not dial an extension. She mention that her number was a ROBOCALL. The calling number was INTUIT (Quickbooks).
@albert-waite @Bob8142 Unfortunately, the numbers that Dell are using may have been associated with suspicious calling activity or have been spoofed and that is why they are marked as a possible spam or robocall.
Traditionally, it’s the carriers that mark them as such.
So, currently, there is not really a solution that RingCentral can action on for the time being.
I’ve pasted the reply to this case below. It seems to contradict your response.
To resolve this issue, I suggest you choose one of the following two methods:
- Turn off the "Block Spam Calls" feature on your extension.
- Add the number to your extension's trusted number list.
Both methods will allow the number to successfully reach your extension. You can log into your account and go to Extensions > Phone > Blocked Numbers to make these changes.
Please let us know if the above information helps resolve the issue or if you have any other questions.
Best Regards,
Nicole Enriquez
RingCentral Technical Support Team
I’ve pasted the reply to this case below. It seems to contradict your response.
To resolve this issue, I suggest you choose one of the following two methods:
- Turn off the "Block Spam Calls" feature on your extension.
- Add the number to your extension's trusted number list.
Both methods will allow the number to successfully reach your extension. You can log into your account and go to Extensions > Phone > Blocked Numbers to make these changes.
Please let us know if the above information helps resolve the issue or if you have any other questions.
Best Regards,
Nicole Enriquez
RingCentral Technical Support Team
Thank you for following up!
I didn’t mention the first option earlier because it could potentially expose you to additional spam and robocalls, which we want to avoid.
To address the original question: “What information can I send the tech that he may be able to submit to his Dell company manager to have their phone number validated with RingCentral so it can be removed from the RingCentral Scam call logs?”
Our recommendation would be to notify Dell about the issue and suggest they contact the carriers directly. Unfortunately, there isn’t a solution available on RingCentral’s side to address this.
As for examples like Dell or Intuit, if you’re regularly communicating with specific numbers from a company, adding those numbers to your trusted list will certainly help. However, if the company frequently uses different numbers for callbacks, you’d need to add each of those numbers individually to your trusted list.
I hope this clarifies things! Please let me know if you have any further questions.
I realize that this might not be relevent: I never mentioned Dell, the original post did. I wrote that the call was from INTUIT (Quickbooks). The thing is that there were 2 solutions from tech support, and only one of them is to turn off Block Spam Calls. The second option is to add the number to Trusted numbers, and this is what I chose to do.
My other comment is that it shouldn’t take 4 years to respond to a post like this.
