RingEX: Phone, SMS, & Fax

Is there a write-up of instructions for how to change the custom rule we created from my extension getting the main line calls to the IVR if I were to go on vacation?

It is extremely annoying when I am on a call with a client and another caller dials my direct number, it rings into me on top of my current call. If I am on a call and someone else calls me I want the call to go to my voicemail.

When a caller calls in and we transfer a call, it shows either our main number on the caller id or the person transferring the call. It does not show the original caller.

Using a yealink phone. Transferring calls using the Transfer option, but receiving party sees caller ID of the extension transferring the call instead of the caller id of the caller.Would it be possible to include the option to have our customer's caller ID reflect, instead of our extension details? We'd really like to have that option.Thanks

Our TCR and campaign information is squared away. We have instances where a customer will text us, but our response will not go out. We have another system that will text the number with no problem. I am nearing the end of my patience with Ring. This is NOT what I bought when I began as a customer. The latency in the tech support system is so significant it is ineffective. I have wasted at least an hour today.

I'm trying to get a report that shows when a call goes to User A, but User A didn't pick up so it went to User B who did pick up. Is there a way to do this? I can find how many Refused calls a user has, but I need to know when (day & time) and between which users.Thanks!

Hi, and welcome to the fray... [gets on the soapbox]Long time listener... first time caller.To whomever in the RC staff that redesigned the Admin UI to make it even more difficult to see settings - you've done a great job. [/sarcasm]It's now almost, no - IS - impossible to see a users settings at a glance and see what's wrong with their options.Seriously... the whole idea of web design is to make it as few clicks to the data a client wants to see. NOT more, less.As an Admin, I want to be able to see at a glance - the entire status and settings of a user. You've already hobbled the screen width, you've made it impossible to shift columns, and now you've hidden the data behind even more unneeded pull-down and -outs.PLEASE - for the love of the gods, ask an ADMIN what an admin wants to see - not your boss... not some transient VP or CIO. They're not the ones who have to use this day by day.As a web designer, your mission in life is to make 'it' be

I would like all company calls to be forward to either my RC softphone number or my personal cell. Any thoughts on how to do this?

Just received new Yealink phones and working on the set up for the office.

When a call comes in on a mobile, we have to dial 1 to accept. Obviously we can't do this when we are driving. Is there a way around this please?

MP3 does not play in my Gmail and voicemail messages, and I cannot access the voicemail messages in the web portal or app. I get notifications that I have a voicemail at my Gmail and the messages are transcribed but I cannot hear the audio and, on the web, and app I can't access listening to them. Extremely frustrating.

But within the app, the users have a toggle to ACCEPT QUEUE CALLS ... and if they toggle it off, they do not receive calls to the queue group (i.e. Test 2 is a member of only this 1 queue group).

when i tried to create a new user settings templates , i don't see Phone Configuration option as mentioned in this article https://support.ringcentral.com/article-v2/10588-user-templates-create-template.html?brand=RC_US&product=RingCentral_MVP&language=en_US

When viewing live reports on a Q that is closed (after hours), I still see the inbound calls Q. If I run a performance report on the same Q, the report is including the after hours abandoned calls. I need the performance report to only include abandoned calls during business hours.

Donna WardGuest02:09 PMRegarding transferring within the MAX agent through skills tab or even searching for someone, can the caller on the other end see the caller ID as the extension (internal transfers). Example: we receive a call from 601-906-9495 in MAX and the CSR KaSandra Simpson extension 1715 answers the call and wants to transfer to another skill, connects to CSR Dylan Dixon extension 1840. When Dylan answers the phone he cannot tell that KaSandra is the one who rang his phone. Would like to see on his caller ID that KaSandra is on the other end.

I want to display only 4 specific frequently used contacts on my HUD. Currently, my HUD is displaying my own name twice (as if I have added myself twice) and THEN the 4 contacts that I want displayed. Have I initialized a setting somewhere that forces my contact to show... or is this a bug in the firmware?

Received a message that we have a 30-page fax that does not show up in anyone's inbox and is not attached to the email. Need help recovering the fax from admin settings.

How do you mute your ringer while you are on another call? This is particularly a problem for users with headsets. If they are on a call and another call rings in, the ringer blasts right through their headset and they cannot hear their current conversation.The majority of our users are taking calls through the softphone on their computers.This is a major issue for customer service agents and sales representatives who typically have multiple incoming calls at once.

Hello, Months ago our team disabled the Callback functionality within RingCentral. This removed fields like Callback Date from the widget. We still had the dispostition "Callback" available for the team to select but wanted to disable to the callback feature because the Callback prospects were popping up at incorrect times. The strange thing is that we are still seeing Callback dates populated eventhought it isnt available for the Call Center to populate. Can some please help me understand why?

Hello. I have a user that answers the general phone line for customers calling in. We have this set as a call queue group. They volunteered to be the first to answer every time. However, they want the ability to leave the call queue for a few hours to let other users answer the line instead, but while still maintaining the ability for coworkers to call them, so DND would not work in this case. Is there an easy way for the user to do this? Thanks!

What does the "stopped" action result in Ringcentral call log mean?In the call log report, I show the same number showing up same date/time, but with two different durations times. One line item is listed as "VoiceMail" in the Action Result column and the other immediately after as "Stopped". ExampleFrom. Date. Time. Action. Action Result Duration123. 10/13/23. 2:03PM. VoiceMail 1:29123. 10/13/23. 2:03PM. Stopped 0:33

I have a customer that will be moving to Ring Central from another provider. Typically when moving from one provider to another, I would follow the steps below. 1. Submit the port request to the new provider.2. Forward the calls from the previous provider's service to the new service. 3. Set the new system up so that the outbound caller ID spoofs the previous number. This allowed the customer to place outbound calls using the phone number that their clients would recognize. I can't seem to do that with Ring Central. If a number is registered as a Substitute Caller ID, it can't be ported. If it's not registered as a Substitute Caller ID, it can't be used as the Outbound caller ID.Has anyone found a solution to this issue?

We have a call center that uses Airtable. When someone calls back, is there anyway of having the Airtable record that matches that callerID popup?

The contacts that I had saved in the previous version of the app do not automatically come up when trying to send a new fax/text, but after sending it the contact name does show. Also, when I look up contacts it only shows internal/company contacts not the contacts that were saved in previous version. Is this something that is being worked on?

Is it possible to put a queue call on hold in order to answer a waiting call? For example, speaking with queue call customer-1, while customer-2 is queued. I want to put customer-1 on a brief hold to answer customer-2, then place customer-2 on hold and return to helping customer-1. Once done, then take customer-2 off of hold.