Ring Central Glip needs to stay active if we are active but it times out

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michele-furry asked Mar 18, '20 Jen Specland answered Jun 9, '20

Ring Central Glip needs to stay active if we are active but it times out

Our company is based in California but we have 100+ of us working all over the United States and Poland). Since we all work remotely we use RingCentral during the day to see who is available for calls, online meetings, etc. Unfortunately, even though we are sitting at our desks working, Glip will timeout and go grey as if we are offline if we do not frequently click the app to 'wake it up.' Is there a way to set it to stay online unless our computers log out or shut down? It is frustrating to have to constantly click on and 'reactivate' the desktop app just to make it clear that we are available. It makes it look as if we are not working when we are if we get busy and forget to keep clicking it. If our mouse and keyboard are active the app should stay active also.

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Answer 1 · 2020-03-19T16:02:28Z

mary-community-moderator answered Mar 19, '20

Hello Michele!

What you're experiencing should only happen when your RingCentral Glip is not associated with your RingCentral Paid account. Supposed to be, if your App is associated with an extension on a paid RingCentral account, it should always stay active when your computer is ON.

Please check this two links for the difference of Presence feature for paid and fee Glip account.

https://support.ringcentral.com/s/article/10948-ringcentral-app-unified-presence-overview?language=en_US

https://support.ringcentral.com/s/article/11188-RingCentral-App-Presence-Free-Users?language=en_US

Thanks!

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Answer 2 · 2020-03-19T16:35:14Z

michele-furry answered Mar 19, '20 jameson-keller commented Mar 24, '20

Hello Mary. Thanks for the response. I checked out the two links you sent. I believe we do have a paid account. Our status shows red if we are on the phone, when we have DND selected our calls go directly to voice mail, and we all have extension numbers. Is it possible there a setting we need to change to make RingCentral stay active when our computer is on?

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mary-community-moderator ♦♦ commented · Mar 19, 2020 at 04:39 PM

Hi Michele!

If your account is paid, it should not be happening. Please coordinate with our Technical Support to further check on this.

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jameson-keller commented · Mar 24, 2020 at 07:14 PM

This happens with my org too even though we're definitely on a paid account. If the mobile app isnt showing on the screen or the desktop app isnt the focused window, it shows us as grey.

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Answer 3 · 2020-06-09T19:42:40Z

Jen Specland answered Jun 9, '20

This happens with us too, definitely on the paid version.

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