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Cannot Add RingCentral Phone App to User as Softphone

Tags: ringcentral app, softphone, admin portal

Nov 2, 2020 at 6:42am • 2 replies • 0 likes

Alex Dyer

A user wants to add the RC app on their phone so it rings when working from home. I have tried to add a softphone via 'Users->Phone & Numbers->Add Phone' but it won't like me add the app.
I have tested on other users and can add the app successfully in the same window. Why would it not be working for this user?

1 Answer

Jenn-Community_Moderator answered on Nov 13, 2020 at 9:33am

Hello @Alex Dyer, the softphone app will be automatically shown once he/she logs in using his/her direct line (assuming that this will be a digital line). He/she needs to log in as a direct number, no need for the extension number, and the password for his/her extension. That should be good to go!

You can also check this LINK on how we can check if he/she is using a virtual number or a digital line. Thank you!

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