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RingEX: Phone, SMS, & Fax

Have questions about RingEX? Ask here for phone, texting, and fax support!

  • 3,788 Questions
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3793 Questions
Jann Mateo
Community Manager
Jann MateoCommunity Manager
published in RingEX: Phone, SMS, & Fax
Tips & Tricks: Our Team's Favorite RingCentral Desktop App Personlization! 🚀

We all know the RingCentral desktop app is a powerful hub for calls, messaging, and meetings! But did you know there are little customizations that can go a long way in boosting your productivity and optimize your work environment.Your RingCentral Community team spends a lot of time on the desktop app! And we figured we could share some behind-the-scenes settings that we use to help you see all the possibilities! Why customize your RingCentral desktop app?Boost Efficiency: Arrange your most-used features for quick access. Reduce Clutter: Hide what you don't need to focus on what matters. Personalize Your Experience: Make the app truly yours with themes and notification preferences. Streamline Workflows: Integrate with other apps you use daily.  Let’s dig in with some RingCentral App customization!Set the Mood with Your App Theme: Whether you're a morning person or a night owl, working in bright sunshine or a dim office, adjusting your app's theme from dark to light can dramatically imp

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Mary-Community_Moderator
Community Manager
Jann Mateo
Community Manager
Jann MateoCommunity Manager
published in RingEX: Phone, SMS, & Fax
Setting up phone numbers to receive text messages

If your team doesn’t need to send SMS or text messages, you can still configure specific phone numbers to receive text messages without completing the TCR registration process. You can set up numbers to receive two-factor authentication codes and other necessary text messages in the Admin Portal. NOTE: If you’d like to change a phone number already linked to a TCR registration to only receive and not send messages, you must first remove that number from the TCR registration. Setup phone number to receive SMS/text messages onlyTo turn the Inbound SMS feature on for phone numbers:Sign in to the Admin Portal. Click the Phone System tab. Go to Business SMS, then click Inbound SMS. Click the button under Select phone numbers to choose the numbers you want to enable for inbound SMS. Click Add numbers in the popup window. You can click Remove if a phone number should stop receiving text messages.NOTE: You can’t remove phone numbers that show Not yet ready or Removal in progress under Status.S

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Mary-Community_Moderator
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Community Manager
Jessica H.Community Manager
published in RingEX: Phone, SMS, & Fax
Your Voice, Our Vision: Join us for a feedback session for the Contact List UI design

We want your feedback! Our product team is working on a new concept to simplify the user experience when looking up a contact.  We’re excited to invite users to participate in exclusive feedback and user testing focused on our newly designed Contact List UI Improvements. Your insights and experiences are invaluable to us, and we would love to hear from you! Target AudienceMobile users - you use the RingCentral mobile app every day to make your calls, send texts, and team messages 📱 Users using Contact list - you search for contacts before calling, text messaging, or team chatting them  📇What's on the Agenda?Initial interview (30 mins) Follow-up emails to validate design changes Alpha testing (using the concept through the mobile app) Interested?  If you're interested in participating, please RSVP by emailing community.support@ringcentral.com with your account information and users interested in participating.  Our product team will follow up via email with an introduction if chosen t

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Community Manager
Mary-Community_Moderator
Community Manager
Mary-Community_ModeratorCommunity Manager
published in RingEX: Phone, SMS, & Fax
TCR Best Practices Resource

We know TCR can be difficult to navigate, but our TCR team pulled together this TCR best practices deck and we're sharing it here to make sure you have support at your finger tips. TCR SMS - Customer Best Practices   Should you have any questions or need further clarification, please don't hesitate to drop a comment below! 👇

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JRcoryellNew Participant
asked in RingEX: Phone, SMS, & Fax
front desk extension for fill-in users

We have hundreds of phones and users and are in a transition to go with RC from our old on prem Mitel equipment.. Our front desks currently use a generic user for their extension i.e. Admit 1, 2 ,3 etc. occasionally someone is out sick and a floating personnel is put in their place and currently has no issue being on the generic account using “front desk 1”’s extension and mitel app.going forward we need to phase out the generic account for accountability reasons. is there a RC feature or set up that allows a temp person to sit down at a shared desk and use the “front desk 1” extension but with their own personal account log in on a connected app so we can keep track of who is doing what? (beyond manually swapping user extensions every time they move someone around to cover). the important factor is the extension number stays the same since it’s in a directory.

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Mary-Community_Moderator
Community Manager
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AustinAtJAKsNew Participant
asked in RingEX: Phone, SMS, & Fax
Shortcuts between locations not working

On the poly phones I set every phone to have shortcuts to all of our other locations. Each phone’s extension at a location is, say, 201#, and the extension that rings all the phones at that location is 201. On another page of the presence I have user extensions for the other locations, ex. 101, 102, 202, 301… These shortcuts used to work, but now none of them do, even the in-store ‘ring all phones’ extension. Now they all send you to hold music and then you’re timed out to voicemail. However, if you dial the store locations with a 0 at the end of them, ex. 1010, 1020, 2020, 3010… then it works. I could go back through all the phones and replace the user extensions with speed dials with the 1010…, but that would take forever, and they used to work. So I’m thinking there’s like one or two settings that got changed that I could change back to fix them all. Thank you!

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marcsachsNew Participant
asked in RingEX: Phone, SMS, & Fax
VVX 450 Conference Call

I preformed the correct steps to complete a conference call, and it did not work.  The first person got disconnected when calling the 2nd person.  This process has happened on other teammates desk phones.  I cannot complete any conference calls from any desk phone which is a new event.  The phones always let us do conference but in the last couple of weeks we cannot complete.  These are the steps I am taking. Start a Call: Begin by calling the first person you wish to include in the conference. Initiate Conference: Once the first person has answered and you are on an active call, look for the "More" softkey on your phone's screen. Press it, and then select the "Confrnc" or "Conference" softkey. This will put the current call on hold. Dial the Second Person: Dial the phone number or extension of the second person you want to add to the call. Merge the Calls: After the second person answers, press the "Confrnc", "Conference", or "Join" softkey again. All three parties will now be connect

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bauerNew Participant
asked in RingEX: Phone, SMS, & Fax
Voicemail Message Length

Over the last week, people calling me can now leave 10 or 15 minute long voice messages if they want. For years, there was a 3 minute time limit and the message would get cut-off, which I prefer. How do I go back to only allowing a 3 minute max voice message?

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ticktockdockNew Participant
posted in RingEX: Phone, SMS, & Fax
Bring back keypad popup command

The most recent updated of Ring Central removed the keypad button command that brought the keypad to the front of your window while the keypad is in a popout window. Now, the only way to get to the keypad is through the taskbar or your window switcher. The keypad area only provides a “reattach” command if in popout mode. The command button before this update was always available above the Phone command bar and made it easy to show and hide the keypad while in a popout window. Please work to add the command button back as it improved efficiency and workflow.

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Mary-Community_Moderator
Community Manager
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Susan2153262010Inspiring
asked in RingEX: Phone, SMS, & Fax
SMS Logs Showing Auto Response

Over the past two weeks we have started receiving SMS messages with the message “help”.  The inbound numbers are random and very infrequently the same.  The majority of the numbers being targeted are not published so am assuming a bad character somehow retrieved them.  In looking through the SMS logs concentrating on Company Numbers I am seeing the inbound text and then an immediate outbound text to that very number.  These Company Numbers are only monitored by myself and am not responding to these texts.  When logged into the app as admin I am not seeing any outbound text.  Also, the admin account receives other texts but am not seeing any similar auto response. Any ideas why these auto responses are being generated?   Thank you,Susan  

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Mary-Community_Moderator
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stevelambert-govierNew Participant
asked in RingEX: Phone, SMS, & Fax
Restrict Contacts list to each Account/Tenant

I have 4 x accounts all linked. In the RingCentral Desktop app under contacts the user sees all users as contacts from all 4 accounts. Is there any way to restrict it to just see the users from the account that the user belongs to?

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MJ-APACNew Participant
asked in RingEX: Phone, SMS, & Fax
RC mobile App issue on Android and IOS

Anyone having issues with Mobile RC app dialing internal calls? I am getting no calls on mobile app but in PC, calls are coming. NB: external calls to RC is ringing in mobile App but internal calls doesn't ring on mobile app. tested on both Android and IOS. 

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allanregisterNew Participant
asked in RingEX: Phone, SMS, & Fax
Why is my Caller ID not Popping-Up?

My incoming called ID information in the RingCentral Windows desktop app no longer pops-up starting about a month ago.I did not modify any settings that could have caused this issue.Disabling my Anti-Virus, Firewall, etc. did not resolve the problem.Missed calls do display in the Windows 10 notification area.The following settings are enabled:Display incoming call in the standalone windowsDisplay missed events in the taskbarDisplay incoming call in Notification enterAll assistance is appreciated!

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MikeLNew Participant
asked in RingEX: Phone, SMS, & Fax
SMS enabled Setup In progress

How long does it typically take? I''ve added numbers and they have been sitting in Setup in Progress for 3 days. I have others that were ready almost immediately.

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eeickhoffNew Participant
asked in RingEX: Phone, SMS, & Fax
Call Queue Members forwarding externally

I have a scenario where members of a call queue all have their numbers forwarded to an external number (cell phone).   I can call the members directly and the forward works correctly and the call goes to that members cell phone.However, if I call the number assigned to the call queue - the forwarding doesn’t seem to work - none of their cell phones receive the call.Is this a limitation with call queues?   Is there another way to make this work?Thanks in advance.

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Mary-Community_Moderator
Community Manager
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eliot-houmanNew Participant
asked in RingEX: Phone, SMS, & Fax
Issue with RingCentral App on iPhone – Calls Not Ringing Properly

Dear RingCentral Support Team,I'm writing to report a recent issue I've encountered with the RingCentral app on my iPhone. Since Wednesday of this week, I've noticed that calls to extension (147) are not ringing correctly on my iPhone. My user is Eliot Houman, extension 101. Specifically, the app only rings for about half a second on my iphone and then stops, making it impossible to answer calls on my iPhone. These calls are supposed to be routed simultaneously to both my desktop app and my mobile phone. While the desktop app rings normally for the full duration of the call, the issue seems to be isolated to the mobile app on my iPhone.This abrupt stop in ringing is causing significant inconvenience, and I would greatly appreciate your assistance in resolving this matter. Could you please investigate this issue and provide guidance on how to fix it?Thank you for your prompt attention to this matter.

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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.

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skinbioticParticipating Frequently
asked in RingEX: Phone, SMS, & Fax
SMS registration approved BUT still not able to text via app

Hi, I have applied and after weeks of back and forth with ddetails, SMS registration was approved ...BUT still not able to text via app.  the app (when logged in under a different extension) says “register for text messaging. So I applied for all the associated numbers to be added and approved as well. and for days it just says “status in progress.”  ultimately what i want is a SHARED SMS inbox so that as customer text messages come in via the main line or if we send a text message from anyone’s extention, ANY of the employees logged into the app with their own extention can respond…..BUT i want responses to look like they are coming from the SAME MAIN LINE.please help.

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modernkabNew Participant
asked in RingEX: Phone, SMS, & Fax
TCR

We have been through the process of having the TCR approved for months now, the actual application is approved, but the our number wasn’t added, I have calling the support team and they say it is a glitch or a bug with their backend, We are not allowed to talk to the back end team, on Friday someone told me they created a new case and that they will rush it as we only have 1 number. They said it will take 12-48 hours, it has been 72 hours and when I called again today they said there isn’t an estimated time anymore, and that I should wait for a call from.This is so unprofessional, we have been facing so many issues with texting and now after the application has been approved we still can’t send or receive text messages, this is affecting our business, and we can’t reach the team that is fixing it or talk to a supervisor, we just talk to employees that gave us fake estimated time for the fixes and now they are saying there is no estimated time for our fix! has anyone faced a similar iss

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Mary-Community_Moderator
Community Manager
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NasserNew Participant
asked in RingEX: Phone, SMS, & Fax
Stopping Incoming Spam Calls With Personal IVR

Prior to migrating to RingCentral, we had a FreePBX server on prem.One way we found to help stop spam calls was to create a simple IVR for an individual user with a single option “To be connected to John Smith, please press 1.” Can something similar be done with RingCentral? This would force the caller to press 1 before it rings the end user.

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Mary-Community_Moderator
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Linda - BNew Participant
asked in RingEX: Phone, SMS, & Fax
Setting up a PA System for paging

We are setting up RingCentral and would like to add a speaker paging system.  How can this be accomplished?

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Mary-Community_Moderator
Community Manager
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kmanchesterNew Participant
asked in RingEX: Phone, SMS, & Fax
How is inbound SMS working as a customer contact option for your business?

I am exploring new ways of allowing clients to communicate with us.  As a consumer, I note we can now text with our hair stylist, our massage therapist, our nail technician which makes communicating with these service providers really quick and easy.  I’m wondering if anyone has implemented this with their business clients through RC to a shared/group line as a way to attract clients and make it easier for them to reach you?

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Mary-Community_Moderator
Community Manager
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KriseggNew Participant
asked in RingEX: Phone, SMS, & Fax
Call Log Is Showing Tons of Outgoing Calls That We Didn't Make

Hello! Recently, we have noticed that multiple employees are showing outgoing calls in our call log that we didn’t make. Most are later after we close or early in the morning. Now we are getting people calling us and saying that we called them. Took it to Support, but no one seems to know how to fix it. It’s getting ridiculous, and we’re wondering if we should just cancel RingCentral altogether.

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Mary-Community_Moderator
Community Manager
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gg1New Participant
asked in RingEX: Phone, SMS, & Fax
Page tone/beep too loud

We are using a RingCentral recommended CyberData 011146 as the SIP paging server to integrate with our legacy paging system and amplifier.When someone initiates a page by using the hard phone key or dialing *84, we are having volume issues. It seems that RingCentral adds a "beep" tone at the start of the page. The beep tone that RingCentral adds is significantly louder than the speaking volume of the person announcing the page. We have struggled with normalizing the volume between speaking and the RingCentral beep through volume adjustments on the amp and in the CyberData web UI. We have not had good results.The CyberData SIP paging server has the ability to play its own page noise or beep when a call is connected, but it does not block the incoming RingCentral beep. It is the case that we can have both the CyberData and RingCentral beep play at the same time, or we can have the RingCentral beep alone. There appears to be no way to suppress sound for the first 0.25s of a ca

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pbeaulieu9828New Participant
asked in RingEX: Phone, SMS, & Fax
I Do Not See SMS Logs Under Reports in the Admin Portal

I am trying to view SMS text messages from a couple of numbers sent to one of our lines. From my research, the SMS log should appear under the Reports section in the Reports tab, but I don’t see it.Should it automatically show up under my admin account, or do I need to create a custom report?Please advise.

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Mary-Community_Moderator
Community Manager

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