RingCentral Office

Frequently
Asked Questions

The Basics

What is RingCentral Office? »

RingCentral Office is a cloud-based business phone and fax system. It combines a hosted phone system with advanced call and fax management, reliable phone and fax service, and full-featured IP phones that arrive pre-configured and ready for use.


With RingCentral Office, you can easily connect your office, remote and mobile employees under one phone system, regardless of their location.


Unlike expensive, conventional phone systems, RingCentral Office is purchased, activated, setup and managed online, which means we manage it and you use it. By eliminating the need for complex hardware, lengthy installation and technical expertise, you get the functionality and flexibility to easily connect with customers without high costs or hardware hassle.


With one flat, predictable monthly fee, no contracts and zero setup costs, RingCentral Office makes your business communication easy, affordable and accessible from your home, office, or wherever you need to be.



View our Competitive Comparison »

What are the benefits of RingCentral Office? »

 

  • Setup your phone system to work the way you do
    • Connect your office, remote employees and mobile users under one phone system
    • Easily support multiple locations, move from one location to another or instantly add new users
    • Change answering and forwarding rules online, anytime, anywhere
    • Integration with existing phones or mobile devices
  • Never miss a call or fax
    • Be connected to your phone system in and out of the office
    • Customers can reach you or your employees, wherever you are
    • Get your voice and fax messages anytime, from anywhere
  • Simple, all-inclusive pricing for assured low monthly cost
    • Reduce ongoing operating costs
    • Unlimited minutes means you never have to worry about overage charges
  • You use it, we manage it
    • No complex hardware or onsite PBX to install or maintain
  • Deliver a professional image
    • Sounds like a Fortune 500 company
  • One provider for the business phone system, voice and fax
  • 24/7 Customer support*

 

What’s a cloud-based phone system? »

“Cloud-based” means that the core technology infrastructure and global network providing the business phone and fax system functionality is located in our multiple secure data centers and delivered to your business over the web. This eliminates the need for capital investment and the hassle of installing and managing complex hardware in your office.

What is the difference between RingCentral Office and RingCentral Professional? »

RingCentral Office is a complete business phone and fax system that includes phone service (phone lines so your phones have dial tone) and offers pre-configured business-class IP Phones. It's ideal for businesses with one or more office locations. RingCentral Office provides a complete business phone and fax system with a reliable, inexpensive phone service and phones.


RingCentral Professional is a virtual business phone and fax system that is ideal for businesses who want to use their existing phone service and phones or mobile devices as their primary devices. You still get the benefit of a cloud-based business phone system but are receiving and making calls on your existing phones and phone service.

Purchasing your phone system

How much does RingCentral Office cost? »

RingCentral Office offers simple, all-inclusive pricing with a predictable low monthly cost. 


All editions include everything you need for your business, including a cloud-based business phone system, phone and fax service with unlimited calling and faxing anywhere in the US & Canada, integrated fax and advanced call management with voicemail, auto-receptionist, call forwarding and more. 


View plans and pricing >>

Is there a free trial for RingCentral Office? »

RingCentral Office comes with a 30-day money back guarantee so there’s no risk in purchasing and trying it for your business. The phones can also be returned for a full refund within 90 days (must be in good condition, complete with all original materials).

Is there a setup fee? »

No. There are no setup or activation fees.

How many lines can I purchase? »

You can purchase as many lines as you need for your business. We have a number of affordable packages to choose from, and additional lines can also be purchased. For additional details, visit RingCentral Office Editions + Pricing


To purchase more than 20 lines, please contact a RingCentral Office sales rep at 1-800-720-5758.

What is the cost of the devices? »

We offer business IP Phones and devices at competitive prices so you don’t have to break the bank to get your complete business phone system. See our phone and device options and pricing.

What are the shipping costs? »

The shipping costs are based on the number of devices and we offer three delivery options.

# of devices Ground 2 Day Overnight
1-3 $18.95 $34.95 $52.95
4-7 $24.95 $39.95 $62.95
8-10 $29.95 $45.95 $70.95

What kind of commitment do I have to make? »

No commitment is required. You can pay as you go (month-to-month) and cancel at any time. Any devices purchased need to be returned in useable condition for a refund within 90 days of the purchase date.

What are my payment options? »

Currently, RingCentral only accepts credit cards for payment. We will make available additional forms of payment in the future and notify customers when available.

Why is there an E911 fee? »

On June 3rd 2005, the Federal Communications Commission (FCC) mandated that all Internet phone service providers interconnected to the public switched telephone network offer E911 as a standard element of their residential and business offerings.

What is the Universal Service Surcharge? »

The Federal Universal Service Fund subsidizes telephone service in rural and low-income areas. On June 21, 2006, the FCC voted unanimously to require all interconnected Voice over Internet Protocol (VoIP) services that connect to the public-switched telephone network to contribute to this Fund (USF). This tax changes every quarter.

How do I cancel my subscription? »

Simply call us at (888) 898-4591, select option 2 and speak with one of our friendly customer service representatives. Please be ready to verify your account number and billing information as it appears on your account.

Your business phone numbers

Can I transfer my existing phone numbers to RingCentral? »

Yes. You can transfer (port) your existing toll-free or local phone numbers to RingCentral.

  • Complete your purchase of RingCentral Office, selecting temporary phone numbers
  • After purchase, log into your account, go to My Settings and click on Transfer an Existing Number
  • Complete the online wizard for each number you’d like to transfer
    • We also recommend you setup your RingCentral Office system completely and forward your existing numbers to your temporary RingCentral numbers
    • This will ensure no downtime after your existing numbers are ported to RingCentral
  • Status of your transfer will appear in your online account


The porting process takes approximately 2-4 weeks and is dependent on how quickly your current provider releases the phone numbers. Unfortunately, we cannot help expedite the porting process.

Do I “own” my number? Can I keep my toll-free or local number if I choose to cancel? »

The number you receive upon signup is your own toll free or local number. If you have paid for at least one month of service and your account is active and in good standing, you may keep your numbers. There is no charge for transferring out numbers. Your account must remain active and in good standing during the number porting process.

How do I select Vanity numbers? »

After completing purchase of RingCentral Office, you can add additional numbers, including Vanity numbers, from within your online account. Go to My Settings and click on Add RingCentral Phone Number. A Vanity number is $4.99 per month, with a one-time charge of $30. Vanity numbers take 5-7 days to be live and you will receive an email once the number has been activated.

Setting up your phone system

How long does RingCentral Office take to activate? »

Your account and phone number are activated immediately and your phones will arrive in 5 to 7 business days (depending on shipping method).

What’s involved in setting up my RingCentral Office business phone system? »

There is no PBX hardware to install or technical contractors needed for an onsite setup to start using your phone system. Once you’ve purchased RingCentral Office, it’s instantly activated so you can immediately receive calls and customize your auto-receptionist, answering rules and virtual extensions from your online account. When your IP phones arrive in 5-7 business days, you simply plug them in and can begin making outbound calls. 


We also have Account Specialists available to help you setup your system and show you how easy it is to use the advanced call management features.

Do I need special equipment or a router to make this work? »

No additional telephone lines, PBX hardware or installation is needed. RingCentral will work with any high-speed, stable internet connects and requires a minimum of 64kbps of bandwidth per call. You need a router that will make the internet connection available to your phones/devices. 


For best voice quality, we recommend a router that is QoS (Quality of Service) enabled. By configuring your QoS router to prioritize the voice traffic over other internet traffic, you’ll experience better voice quality when your internet is being used for other activities (e.g. downloading large files, watching online videos, etc). Learn more at http://www.ringcentral.com/support/qos-information.html. You can also run a speed test and see our recommendations under the Test your Bandwidth section.

Do I need to adjust my network router settings? »

To ensure voice data can flow through your network router, we recommend enabling port triggering from within your router's configuration pages. 


If using IP Phones, enable port triggering:
5060-5090, Type: UDP
16384-16482, Type: UDP 


If using the Softphone, enable port triggering:
5060-5090, Type: UDP
8000-8200, Type: UDP 


If you are using multiple Softphones on a single network, we also recommend you change the local port number from within each Softphone.

  • On your Softphone, go to Menu->Options
  • Expand the Account Information tab on the left and click on Connection
  • Change the Local Port value from 5060 to another available port between 5060-5090. The port number you select should not be used by another Softphone.

What are the minimum system requirements? »

Since your phone system is in the cloud and delivered online, the only equipment you need in your office are the IP phones and the router with internet connection. 


For use of the RingCentral Softphone and Microsoft integration, you need the following specifications: 


Windows XP, Vista, 7

  • Pentium or above processor or compatible
  • Minimum of 512MB of memory
  • 200MB of hard drive space



Mac OS 10.4 Tiger or latest

  • G4 500 Mhz or any Intel processor
  • 512 MB of memory
  • 30 MB of hard drive space

How do I log in to my account? »

Using your dedicated local number and password, you can log in at www.ringcentral.com by clicking on LOGIN in the top right corner of the home page or from your Softphone by selecting the MENU drop down and selecting My Account.

How do I reset my password? »

Log in to your account, select the My Settings tab and click on Personal Information in the left menu. In the Password & Security section at the top of the page, select Change.

What is the Administrator? »

The Administrator has full access to make changes to the account setup and configuration. This person will receive the payment and account details upon completion of purchase and ongoing notifications anytime updates are made to the account. The Administrator will also be able to make additional purchases from the account and configure other user’s extensions. Other users will only be able to setup their own extensions. 


To log in as an Administrator, use your dedicated local number and administrator password. Only the Administrator will see theCompany Settings tab in their account. If you are unsure of whom your Administrator is, please contact customer support.

What is the Operator? »

When a caller to the main number does not select an option or extension, they will be automatically directed to the Operator. Operator status can be changed anytime in the account.

What happens when internet or power goes down? »

Because RingCentral is cloud-based, it’s not dependent on your power or internet connection to continue receiving calls or faxes. Use your mobile phone as one of your forwarding numbers so even if your office internet or power is lost, your calls can still be made and received from your cell phone and even show your business number (RingOut, RingCentral Office iPhone app). Even your faxes can be accessed from your email or browser on your cell phone.

Using your phone system

What features are included with RingCentral Office? »

RingCentral Office delivers complete business functionality and a rich set of features for your office phone system. You’ll get everything you need in one complete system with one low price: Reliable phone and fax service with unlimited calling and faxing (US & Canada), multiple extensions, auto-receptionist with a dial-by-name directory, voicemail with email delivery, call forwarding and more. 


View all features >>

I only want to use certain features. Can I purchase those separately? »

Our philosophy is to keep it simple for business owners. We know that purchasing a phone system can be a complex and cost process. We include all the rich functionality and business features in one low monthly cost so you don’t have to pay per feature per user, which results in much higher costs. Also, many of our customers appreciate that they don’t have to choose only certain features or make tradeoffs. With RingCentral, you get all the business phone and fax system so all the features are available when you need them.

How many minutes are included with my account? »

RingCentral Office comes with unlimited minutes for your phone lines, main number and fax number. Unlimited minutes apply to calls anywhere in the US (including Alaska and Hawaii) and Canada and are subject to RingCentral Terms of Service.

Can I make International calls? »

Yes, you can. You can view the International rates at http://www.ringcentral.com/features/popup/intl_rates.html. To activate international calling, please call customer service at 1-888-898-4591.

How do I retrieve my voice and fax messages? »

RingCentral receives voicemail and faxes 24x7 and offers several ways for you to access them. 

In your online account

All messages will be saved in your online account. Log in to your account and recent messages will be displayed on the Overviewpage. Click the “Play” button next to the message you want to hear or “View” for fax messages. 


Using your Softphone or the iPhone app

Your Softphone and the RingCentral iPhone app include visual voicemail and fax, allowing you to see all the voice and fax messages you have received. Simply click on the voice or fax message to open or play the message. 


You can also have your voice and fax messages forwarded to your email. Select the My Settings tab and click on Notification Settings in the left menu.

How do I setup my greeting? »

Log in to your account and in the right column in Quick Links, click on Greetings. Select the 'New' button for the greeting you want to customize and follow the simple on-screen instructions. You can record your new greeting over the phone or using a microphone connected to your computer or use our default system greetings. 


You can also have your greetings professionally recorded. Learn more.

Is there a limit on the length of voicemail greetings? »

Greetings are limited to 15 minutes

How do I setup my company extensions? »

As the Administrator, you can setup your virtual extensions to connect remote employees under one main number, deliver business announcements and more. Each extension can be configured with a wide range of blocking, screening, fax and routing options. 


Log in to your account and select the Company Settings tab. Under Status/Change, click Disabled for the extension you want to Enable and follow the setup wizard.

How do I customize my answering rules? »

Log in to your account and in the right column in Quick Links, click on Answering Rules.' Select ADD RULE and follow the setup wizard.

What is the Softphone? »

The Softphone is a free, interactive desktop tool that enables real-time control of your outbound and inbound calls and faxes and access to entire phone system. Using the Softphone, you can screen calls and determine how they are handled, respond to callers with text-to-voice messages without answering, send and receive faxes and access account and contacts.

Can I receive and make calls with my Softphone? »

Yes. After you download the Softphone, you can adjust your Answering Rules to have your Softpphone accepting incoming calls. When you have an incoming call, the phone number and caller ID will appear on the Softpphone, allowing you to answer the call, ignore the call and send to voicemail, forward the call to another number, or reply with a text-to-voice message.

To make a call, simply type in the phone number on the Softphone dial pad and click Dial.

In order to answer or make calls from the Softpphone, you must have a USB headset connected to your computer.

How can I make outbound calls with my Softphone? »

With a USB headset connected to your computer, type in the phone number you want to call into the Softphone dial pad and click the Dial button. To make outbound calls using your Softphone, it must be connected to a separate line (cannot be shared with the line used for your decsk phone).

How do I send an Internet fax message? »

To send a fax message, log into your account, click the FaxOut button in the top right corner of the Overview page. Designate a recipient (phone number or select from your Contacts), select a cover page, add the attachment and click Send Fax. 


You can also send faxes from your Softphone;

  1. Click on the Create and send a fax icon on the Softphone. Enter the recipient’s name and fax number and click the Addbutton on the right. Select the Attach icon from the menu options at the top, select the document, then hit Send or Schedule to send your fax at a later time.
  2. To fax using the print function, ‘RingCentral Fax’ as the printer when you print from any application on your PC. Then, follow the instructions to specify the recipient, cover page, etc.


For fax via email: You can send a fax by just sending an email. Simply address your fax to the recipient fax number with “@rcfax.com” appended to the number, for example, 5551234567@rcfax.com. The subject of your message will be sent as the cover page, and supported attachment types (such as PDF and word documents) will also be sent. Note, you must send from an email address that is included in your RingCentral account. To add an email address, log in to your account and go to Settings – My Settings – Outbound Fax Settings – enter email address under Email addresses permitted to send faxes: - Add – Save.

Can I have my incoming faxes automatically printed? »

You can have all your incoming faxes sent to a printer through a setting in your Softphone. In your Softphone, go to Menu->Options->Faxes and under “Printing” check the box next to “Automatically print incoming faxes to:” and select the printer or machine where you want your faxes printed.

Can I use the RingCentral Mobile app with my service? »

Yes. All RingCentral Office customers can use the smartphone application at no additional cost. The app provides access to your entire RingCentral business phone system, including voicemails and faxes. It also allows you to use your RingCentral number as your caller ID when you make business calls from your iPhone, dial by extension, provides access to your entire company directory and much more. RingCentral offers a mobile app for iPhone/iPad, Android, and Blackberry. Download the application for free from the iTunes store or Google Play.

Learn more at http://www.ringcentral.com/office/features/rcmobile/overview.html.

What is Presence? »

Presence enables you to detect the phone status of your colleagues and display on your desk phones. Whether using your desk phone, smartphone or soft phone, you can now share your presence status – available, busy or on hold – with your admins or colleagues.

How do I configure Presence for my own line? »

Log in and click Settings -> Personal -> My Inbound.
Click the Presence button on the User Details page.
Click the Permissions tab, and set "Allow other users to see my presence" to On.
(You can also choose to let other specific users pick up your calls for you when you're not available.) Click Save.

As an Admin, can I manage Presence settings for Users? »

Yes. Go to Company -> Phone System, selecting a user, clicking Settings -> Personal -> My Inbound, then click the Presence button on the User Details page. Set "Allow other users to see my presence" to On or Off.

Using Presence, how do I monitor the phone-line status of my colleagues? »

As a user, when your colleagues set their Presence Permissions to allow other users to see their presence, you can choose to display their status on your Presence-capable phone.

Using Presence, how do I tell if a colleague's line is busy? »

If you have a Presence-capable desk phone, the monitor lights of colleagues you're following will blink when the line is ringing or the call is on hold. It will show a steady light when the line is in use. 

If the line is blinking, and you have permission, you can pick up the call, whether it's ringing or on hold.

Using Presence, how do I choose specific colleagues to monitor? »

To choose which colleagues to monitor, go to Settings -> My Inbound > User Info, click the Presence bar, and choose the Appearance tab. Here you can select which colleagues you would like to display on your Presence-capable phone so you can monitor their phone status. 

This menu will have spaces for the number of line monitors your specific phone can display. The first two slots are dedicated to your own user calls. For each additional available line, you can select a user to monitor. Click "Preview on my phone" to see graphically how it will display on your specific type of phone. if your phone has Presence capability.

Can I monitor the Presence phone status of colleagues who are using smartphones too? »

Yes. RingCentral Presence can monitor multiple devices, not just desk phones: smartphones, soft phones.

How do I use Presence-monitored lines? »

If a colleague's line is blinking, which means it's ringing or on hold, if you have permission you can pick up the line.

If a line is idle (not lighted), you can press that line to quick-dial that person.

If a line is idle, you can press that line when doing a transfer as a quick-dial for the transfer.

With Presence, how do I transfer a call directly to voicemail? »

To transfer a call directly to someone’s voicemail, perform a blind transfer and use *0 followed by the extension, instead of just the extension:

* Polycom: Transfer -> Blind -> *0 EXTNUM -> Send * Cisco: BlindXfer -> *0 EXTNUM -> Dial

How does automatic call recording work? »

Once activated for an extension by an admin, automatic call recording will record all of that extension's incoming and outgoing calls. Recordings can be enabled for individual or multiple users as well as for departments, and can be downloaded or played back anytime. You must have RingCentral Office (Premium or Enterprise) to use automatic recordings. 


View more information >>

What is Business SMS? »

Business SMS is a feature for the RingCentral cloud business phone system that lets users exchange unlimited of text messages with colleagues, clients, and department groups, using their RingCentral business number. Business SMS
integrates with smartphones (iPhone and Android), tablets, and PCs via the RingCentral SoftPhone. 


View more information >>

What is RingCentral Conferencing? »

RingCentral Conferencing offers unlimited audio conference-call hosting and participation to all your users. Each of your users can host a conference call with up to 1,000 attendees, with one-click invites. 


View more information >>

What is RingCentral App for Salesforce.com? »

The RingCentral App for Salesforce.com works with your Salesforce.com account to enhance your CRM experience with capabilities and conveniences such as click-to-call, live call records, and automated call logging. Inbound calls bring up relevant account records instantly, enhancing customer interaction. 


View more information >>

What is RingCentral Shared Lines? »

RingCentral Shared Lines lets you create a phone group that shares multiple lines, so that incoming calls ring on all the assigned phones. Calls can be answered from any of the assigned phones. 


View more information >>

What is a Paging Only group? »

A Paging Only group is a collection of paging devices and/or desk phones that can receive a paging call. A Paging Only group also allows real-time announcements to be made to multiple desk phones and/or overhead paging devices. Typically, a paging group is designed to maintain communications coverage in certain areas of a building (e.g. “Warehouse” or “2nd Floor”). Paging Only groups have an assigned extension, but cannot receive or originate voice calls.

Is there any additional cost to add this feature? »

No. This feature is included for free in all Office Editions. Currently, Entrepreneur Edition does not support this feature.

Which RingCentral service supports Paging feature? »

Paging is supported by all RingCentral Office Editions.

What desk phone models support Paging feature? »

Paging is supported by all RingCentral phone models:

  • Polycom: IP 321, IP 335, IP 550, IP 650, VVX 310, VVX 410, and VVX 500
  • Cisco: SPA303, SPA508, and SPA-525G2

What overhead paging devices support Paging feature? »

RingCentral Office supports native SIP (Session Initiation Protocol) paging devices. The following models are supported:

  • CyberData V2 Celling speakers (for indoor)
  • CyberData V2 Paging amplifiers (for outdoor)

Can I purchase these overhead paging devices from RingCentral? »

No. RingCentral currently does not provide overhead devices or installation services. Paging devices can be sourced from Telecom / VoIP equipment resellers, and often these resellers can also assist with installation.

Can Paging be used on RingCentral Mobile Apps or Softphone? »

Your mobile devices and Softphone cannot receive pages. Paging feature is only available on desk phones and supported paging devices. However, you can page a group from mobile devices and Softphone by dialing DTMF (Dual-tone multi-frequency signaling) code *84 and a paging group number. 

Note: You need to enable the VoIP Calling mode on your mobile device in order to use Paging.

What is difference between Paging and Intercom? »

Paging is a one-way broadcast to one or multiple devices/users. Intercom is peer-to-peer, two-way communication between two devices/users.

Phones and Devices

What devices do you sell with RingCentral Office? »

You have the option of purchasing business-class IP phones and devices for your business phone system. Learn about your phone and device options.

How long before my phones arrive? »

Your IP phones will arrive approximately 5 to 7 business days from the day of ordering, depending on the shipping method selected. After order processing, procurement and packaging, we ship FedEx or USPS ground, 2-day or overnight delivery. The best part is that the phones arrive Plug & Ring ready so all you have to do is plug them into your router/Internet and start making calls.

Can I use my existing analog phones with RingCentral Office? »

Yes. If you want to use your existing analog telephones, all you need is the Cisco SPA-122 ATA. Connect the ATA to your router and connect your analog phone to the ATA. This will allow the ATA to convert the digital RingCentral phone line to analog so it works with your telephones.

Can I use my existing IP phones with RingCentral Office? »

Yes. RingCentral Office can be used with most SIP compatible IP phones. They need to be unlocked by your original provider and will require manual configuration. 

Important: Please note that our support team will not be able to troubleshoot or configure IP phones purchased from another vendor. We recommend customers take advantage of the simplicity of our pre-configured IP phones.

Can I buy phones without purchasing additional service? »

We currently do not sell hardware as a separate item. If you need to replace an existing phone, you can do so at no additional cost by calling customer service if the phone is being replaced within one year of purchase.

Can I use a cordless phone? »

Yes. If you want to use a cordless telephone, all you need is the Cisco SPA-122 ATA. Connect the ATA to your router and connect your cordless phone to the ATA. This will allow the ATA to convert the digital RingCentral phone line to analog so it works with your telephones.

What is an ATA? »

ATA is an acronym for Analog Telephone Adapter. An ATA usually takes the form of a small box with a power adapter. It allows you to connect your traditional analog phones to the Internet and place Voice over Internet Protocol (VoIP) calls.

Learn more about the Cisco SPA-122 ATA >>.

Can I use my fax machine with RingCentral Office? »

Yes. You can still use your fax machine to send faxes (all incoming faxes will be received by internet fax) by connecting it to an ATA and connecting the ATA to your router. You will need to buy a RingCentral Office line dedicated for the fax machine to replace the existing phone line.

Which phones are Presence-capable? »

These models are Presence-capable: Cisco 508G, Cisco SPA 525G2, Polycom IP650, Cisco 303, Polycom 550, Polycom VVX 500.

Can I add to the Presence capability of my desk phone? »

If your phone does not have Presence capability, you can order presence-capable phones or expansion modules through the normal RingCentral order process, either as an initial order or as an add-on. 


Or you can order supported phones or add-on expansion modules based on the Cisco and Polycom line. 


You can also purchase an expansion module or "side car" add-on device that attaches to the side of your desk phone and adds from 14 up to 70 monitor lights.

Need help or support?

Need help or support? »

Get answers to your questions from our online Knowledge Base, with hundreds of current articles on key topics. You can also visit our User Forum to get answers from the RingCentral user community. 

RingCentral Office Quick Start Guide »
RingCentral Office Data Sheet »
Assuring High-Quality Voice Calls »





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