We're a small team and don't currently have a receptionist/secretary to handle calls. For the past few months, we have given each user their own username/password combination to sign into a dedicated extension on the RingCentral platform. We also supplement this with a shared login (via the now-defunct RC Phone App) to access voicemails and messages that come directly to the main company number so that nothing falls through the cracks if one team member happens to be busy.
My question is this - since the RC Phone App has been discontinued, we're no longer able to sign in to the shared call group extension to receive/respond to voicemails and incoming text messages that go to the main company number.
What's the solution to this? I'm sure this is a fairly common use case where a number of team members need to be able to monitor text messages and voicemails to a shared company number.
I'm at a loss, but desperately need to find a solution so that we can continue to use the workflow we've set up.
Is there any way to have multiple users signed into a single instance of the unified mobile app?
So good news and bad news.
The good news is that I was able to get our team access to a group messaging inbox. The bad news is that I had to add a third party to do it since RingCentral doesn't want to support this feature.
The process is going to be getting in touch with Tier 2 Support and asking them to release text messaging capabilities on your voice line. You want to keep the voice part with RingCentral, but they'll give you an authorization that you'll need to take to whatever third party text messaging service you settle on.
That will allow the third party service (we settled on SimpleTexting) to take over the text messaging capabilities and bypass RingCentral's absurd policy not to support this feature.
Happy to answer any additional questions. It took me over a year to figure out this was possible.
We are still having this issue and RC support only tells us that we can't access call queue from the new app. The lengthy way of accessing voicemails for call queue through admin portal only works for voicemails and faxes, not texts. This is a problem for my business!! Anyone have any solutions?
@garrett-cottle16216
Thanks for responding! If you hadn't I probably wouldn't have dug deeper before jumping on our account rep. I founder the process to allow up tp 15 members to check messages and manage the call queue. By making them Managers of the call queue and enabling sign in with email, they get a tab to manage the queue as well as the messages.
See here: https://support.ringcentral.com/article/Create-Call-Queue.html
Sorry about the phone app! Can't you install the new RingCentral app on your phone and do basically the same thing?
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I’m not sure about that.
Now we’re getting messages about them disabling the RC Phone app again, which would cut off the functionality.
I can’t get in touch with anyone at RingCentral that seems to care, so inevitably we will lose the ability to respond to messages to company numbers at some point. Really unfortunate.
Seems like a huge feature to completely over look.
If you were a previous user of the RC Phone mobile app, you can ask Support to re-enable the functionality.
It took us a while to actually get someone on the phone (involving me direct messaging a few executives on Twitter), but they were able to restore the functionality for group access to text messages/voicemails.
Your mileage may vary.
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