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155 Questions
M
Mike62352924016New Participant
asked in Analytics & Reporting
Is there a report available that shows when a user is logged into the queue during the day?

I would like to find out when my techs are logged in during the day to the queue and when they are not. This would be helpful in determining when we miss calls if anyone was in the queue at that time or not.

20658
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21 days ago
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john-ingebrigtsonNew Participant
asked in Developer Platform, APIs, & Integrations
Which NetSuite phone record fields does the Unified CRM search?

When a phone number in NetSuite exists at the customer account level and also as the phone number for 1 or more contacts the integration lists the call as unknown and when trying to log it just spins and stops.  Will sometimes receive a timeout message.  Just wondering how many phone fields this is searching within NetSuite.

100
J
21 days ago
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DawnENew Participant
asked in Analytics & Reporting
Business Analytics: Incoming Call Detail

I’m new to using Business Analytics. Is there a way to get the incoming call details for a queue or a person? MY manager would like stats showing the calls coming in to each queue and, at a minimum, where those calls are coming from. We’re a bank, so the calls would be coming from many different branches and departments within the bank. Some numbers are set up as “Teller Line (branch name)” whereas others are a person’s name because they’re a manager or from a department. 

112
D
21 days ago
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KirbNew Participant
posted in Workflow Builder
Cannot load or find my MessageOnly extension

In Automator I can trigger off of a message-only extension but when I search for that in Workflow Builder, it’s not showing up. We use the “voicemail received” from a message-only extension to make a ring-out to let our after hours staff know they received a message.

343
ByrneReese
Community Manager
21 days ago
ByrneReese
Community Manager
ByrneReeseProduct Manager
published in App Connect
Welcome! Need help with App Connect? Ask us here.

Thank you for joining our growing community dedicated to providing support and product updates for RingCentral’s App Connect - a browser extension that seamlessly integrates RingCentral with some of your favorite CRM systems including NetSuite, Bullhorn, Redtail, Insightly, Clio, Pipedrive, and ServiceNow.Whether you're an admin, end-user, or developer, this community is here to help you get the most out of App Connect. Here you can receive peer support and subscribe to product updates to ensure you make the most of this powerful and ever-growing integration.We encourage you to:Ask Questions: Don't hesitate to post your queries about setup, troubleshooting, or best practices. Our knowledgeable community members and RingCentral experts are here to help. Share Insights: Have you discovered a helpful tip or a clever workaround? Share your experiences and help others benefit from your knowledge. Engage in Discussions: Join ongoing threads or start new ones to discuss features, updates, and

472
ByrneReese
Community Manager
21 days ago
ByrneReese
Community Manager
ByrneReeseProduct Manager
published in Workflow Builder
Getting Started with the Workflow Builder Beta

We are thrilled to welcome you to the beta version of our Workflow Builder! Here's a guide to help you get started and maximize your experience with this innovative product.How to Access Workflow BuilderDesktop Application: Workflow Builder is available under the "Workflows" tab in the RingCentral desktop app. Web Application: You can also access Workflow Builder via the web-version of our desktop application at https://app.ringcentral.com/workflows.If you don't see the Workflows tab, please try the following:Ensure you have signed up for the beta so we can enable it for your account. If you've signed up and received a welcome email, you might need to quit and restart the RingCentral desktop app. The Workflows tab may also reside under the "More" tab. Customize your tabs if you want the Workflows tab to be visible at all times.By default the Workflows tab will appear in the “More [tabs]” menu.For Automator UsersMigrating Automations: You can easily transition your existing automations

1017
ByrneReese
Community Manager
21 days ago
D
Digital.ENew Participant
asked in Contact Center & RingCX
Time Sync

The PC time says 5:00PM. However, when we log off our phone system (RC CC), it states a different time. 4:58PM or something other than what the PC time shows.My question is, what does Ring Central CC sync to? Where is this time displayed? 

100
D
21 days ago
ByrneReese
Community Manager
ByrneReeseProduct Manager
published in App Connect
Bullhorn and first-time user experience updates in version 1.1

 We are excited to announce the release of version 1.1 of the Unified CRM extension! This latest update comes packed with new features and improvements aimed at enhancing your experience. Let's dive into what's new:Client Application:Improved Messaging for New Users: We have updated the messaging to better guide new users on how to detect and connect to their CRM successfully, making the onboarding process smoother and more intuitive. Retroactive Call Logging: Now, when automatic call logging is enabled, the extension will retroactively log up to 100 calls that were previously unlogged due to inactivity. This ensures that no important call information is missed. Performance Enhancements: We have optimized the extension, resulting in faster and more efficient contact matching, improving overall performance.Bullhorn:Random Disconnection Fix: We fixed an issue that caused some users to be randomly disconnected from Bullhorn. You can now enjoy a more stable connection with Bullhorn. Fl

436
R
21 days ago
C
cfoster1222New Member
asked in Analytics & Reporting
Report of minutes used by number

Is there a way we can run a report to get a breakdown of minutes used by phone number particularly our toll-free numbers. 

111
A
21 days ago
J
jonathan-wescoNew Participant
asked in App Connect
Netsuite SuiteApp failed install "Validation failed Subsidiaries not enabled"

When attempting to install the RingCentral Unified CRM Extension SuiteApp in Netsuite the installation failed with the following error:  “Validation Failed: Validation of account settings failed. An error occured during validation of Custom Objects against the account (customroles) Details: To install this SuiteCloud project, the SUBSIDIARIES feature must be enabled in the account. File: ~/Objects/customroles.xml (m24v029s1kfo5fecn5jo9)”The issue is that our account does not provide the ability to enable “Subsidiaries” using the below navigation.Setup > Company > Enable Features (as Administrator). On the Company subtab, in the ERP General section, check the Multi-Subsidiary Customer box and click Save.Upon contacting Netsuite support we were told that we needed a “One World” license to get the “subsidiaries” feature. See below response from Netsuite support:“The reason why it is failing as some of the SuiteApps has Prerequisites and may consist of Enabling a Certain Feature to b

457
ByrneReese
Community Manager
21 days ago
J
Jordan FitchNew Participant
asked in App Connect
NetSuite integration's permissions around employees is too broad

I was successful in installing the new RingCentral/Netsuite Chrome extension/plugin.My question is that all my employees can see every other employee’s record and can see wages/personal information, etc. Is there a way to turn this off so they cannot see it?This is due to the fact that you need to have Employee and Employee Records set to ‘View’ for the plugin to work.

202
ByrneReese
Community Manager
21 days ago
J
john-ingebrigtsonNew Participant
asked in App Connect
Error while accessing a resource - NetSuite integration

I have the permissions setup exactly the RingCentral defined role and it is exclusive to a subsidiary.  This is the error message I receive when trying to connect:  Error while accessing a resource.  Permission violation: The restrictions on your role deny you access to this record.

342
ByrneReese
Community Manager
21 days ago
ByrneReese
Community Manager
ByrneReeseProduct Manager
published in App Connect
NetSuite integration coming out of beta

 We are excited to announce the full release of our NetSuite integration, moving out of beta thanks to the generous feedback from our community members. Our latest update focuses on enhancing the installation and getting started experience, ensuring a smoother and more efficient onboarding process for all users. Here are the key changes we have made:New Messaging for Initial Connection: We have introduced new informative messaging to guide you through connecting to NetSuite for the first time, making it easier to get started. Improved Data Privacy: We have removed our dependence on Employee permissions, enhancing data privacy and security for all users. Initial Setup Checks: New checks have been implemented during the initial setup to ensure that permissions are configured properly, helping you avoid potential setup issues. Updates for NetSuite OneWorld License Holders: We have updated the default role and provided new instructions specifically for NetSuite OneWorld license holders to

230
ByrneReese
Community Manager
21 days ago
J
jennifer-7New Participant
asked in RingEX: Phone, SMS, & Fax
Need to pair multiple handsets (W59R) each with separate extensions to one base

I see that this is possible but have been unable to figure out how to assign separate extensions to 3 W59R handsets all connected to one base.

1012
Problem Solver
22 days ago
W
welbywelbNew Participant
asked in Developer Platform, APIs, & Integrations
Delayed recording of calls is not working - just returns TAS-106

What I’m trying to do is enable call recording 15 seconds after the call starts.I can detect calls via webhooks but to test this I’m only needing to use 3 API’s through my application as below -Only for testing - https://platform.ringcentral.com/restapi/v1.0/account/~/extension/{my extension id)/active-calls This returns the telephonySessionId of my test call. I then pass in session id into https://platform.ringcentral.com/restapi/v1.0/account/~/telephony/sessions/{sessionid} - which returns the "parties" array so I can get the Id’s. I then POST to https://platform.ringcentral.com/restapi/v1.0/account/~/telephony/sessions/{sessionid}/parties/{partyid}/recordings is meant to turn on the recording for the call but I’m getting the below error. I get {“erorrcode”: “Error TAS-106, “message”: “Operation not allowed”} Reference document is https://developers.ringcentral.com/api-reference/Call-Control/startCallRecording I also tried starting the recording from the all and call https://develope

142
W
22 days ago
J
JohnUser1New Participant
asked in Workflow Builder
How can I make a workflow initiate a phone call from an SMS?

I’m trying to use RingCentral Automator to listen for a text message then generate a phone call based on that text message.Can Automator generate/initiate a phone call? Or, can Automator only connect two calls?Thank you! 

121
E
Community Manager
22 days ago
D
DavidStclairNew Participant
asked in RingEX: Phone, SMS, & Fax
Yealink phones - cannot login on phone screen for advanced settings

We have found an issue where we can no longer log into the Yealink desk phones from the phone interface for advanced settings, it gives an invalid password message, but that same password works on the web interface. We are using the normal admn…pwd password.  This is happening for all Yealink phones from RingCentral after the phone connects and is online.   Has anyone else encountered this issue?  

80
D
22 days ago
M
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.

803333
K
23 days ago
M
murtaza-nowopticsNew Participant
asked in Developer Platform, APIs, & Integrations
Help Needed with Answering Calls Using REST API (Call-Control Endpoint Not Working)

Hello Devs,I’m working on a project where I need to receive and answer incoming phone calls via an API and handle them with backend AI for real-time responses. Here’s a quick overview of the flow:1. The user initiates a phone call.2. I receive a call notification via webhook — this part is working perfectly.3. I then need to programmatically answer the call using the /restapi/v1.0/account/~/extension/~/call-control/{session_id}/answer endpoint.  The issue is with Step 3. Despite successfully receiving the call notification, I'm unable to answer the call through this endpoint. Here’s what I’ve tried so far:Verified that I’m using the correct `session_id` from the webhook payload. Confirmed that my access token has the necessary permissions. Ensured that I’m using the correct API endpoint and adding necessary headers like Authorization. Despite these checks, the API doesn’t seem to acknowledge the answer request, and the call doesn’t get connected. My goal is to answer the call, convert

251
PhongVu
Community Manager
23 days ago
M
MeghanC13New Participant
asked in RingEX: Team Messaging, Calendar, & Tasks
Inability to change status message by selecting recently used status

I used to be able to select one of my other recently used status messages to update my status message and it would change it successfully. However, over the last few weeks, this hasn't worked for me as well as other members of my team. If you select a recently used status, the window closes and it says "Status updated" at the top of the RingCentral window. However, it still has the old status message. The only way to get the status to update is to click the X icon next to it to clear it, then type a new one or select a recent one after clearing it. It adds a step and has made it difficult for my team to keep our statuses accurate because we think it's updating, but it's not. As a remote team, this is a problem. I'm hoping this can be fixed and am wondering if it’s impacting anyone else? I tried submitting a case 2 times and both said they couldn’t be submitted.

40
M
23 days ago
M
mattgutzNew Participant
asked in Admin Portal & Account Management
I do not have a phone icon on my desktop app

I have 2 offices and I used to be able to make and accept calls on my desktop using the RingCentral app.  I no longer have a phone icon in either app.  There has to be an easy answer but I can not get support from Spectrum Business!  Any help is appreciated!!

110
M
23 days ago
K
KristenFNew Participant
asked in RingEX: Phone, SMS, & Fax
Issues sending email addresses via text

There are certain times where myself and my co-workers try to text our email addresses to our clients/providers or clarify email addresses and we get an error message “Message cannot be sent”. This has happened more frequently, and I am not sure what the reasoning is. We are not spamming and sending out mass texts. Please Help! This is crucial to our business and we cannot continue to have this problem.

120
K
23 days ago
B
bbetechnicalassistanceNew Participant
asked in RingEX: Phone, SMS, & Fax
System won't acknowledge number press

I'm trying to figure out what is causing this problem. When various of the phone team are taking calls from the callers through the call queue and have the calls forwarded to their cell phone, a call comes in and they are prompted to "press 1" to accept. This all worked great until about 2 weeks ago and now maybe about 1 out of 4 calls the system won't acknowledge that they pressed a number. Some are iPhone's and some are Androids. Thought maybe changing the DTMF tones to long instead of short might help but can't find that setting on my Galaxy S8....

10676
C
Employee
23 days ago
C
Clay PoseyNew Participant
asked in Developer Platform, APIs, & Integrations
Automatic Call Upload Into Contact Record

Hey, I hope you are well. I have been having issues when I make a call from HubSpot; the call is not uploaded into the contact record. Do you know why this might be happening?

221
G
Community Manager
23 days ago
S
shaunrogersonNew Participant
asked in Developer Platform, APIs, & Integrations
I am looking to get a list of all skuIDs for my ServicePlan. Via API

HI,I am able to retrieve my service plan using GetAccountInfo - https://developers.ringcentral.com/api-reference/Company/readAccountInfoIs it possible to -- List all Licences available- What type of license is it (users, rooms, devices etc)- Is a license In-use or free/available?This information is available via the Admin portal for download. I am looking for the same information via API.Thanks.

1114
PhongVu
Community Manager
23 days ago

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