Settings and activity
29 results found
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104 votes
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Jerome
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7 votesJerome
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8 votes
An error occurred while saving the comment Jerome
commented
We have found serious deficiencies in how RC handles faxing to workgroups. While it is a nice feature that each individual can send and receive faxes directly to their direct line and directly through the app, we converted into RC and ported in all of our old copper fax line numbers. This required us to stand up a call queue to replace the phone number connection to a physical MFD that generated faxes. The users in a workgroup that used to have local access to the physically generated faxed documents have to be set up as admin users for the fax queue that has been established, or else they do not receive the email containing the attached fax. On top of that they do not receive the faxes to these shared numbers in the RC app, but have to receive the fax via email. This is a tremendous flaw in the system. We should be able to stand up a dedicated fax "user" that links to our ported in fax number. We then should be able to assign to that fax "user" the actual individuals who are in the workgroup that would receive faxes from that number. These individuals should not have to be admins, but should just be end users with end user rights. From there those individuals should be able to access the received documents through their RC app, along with email receipt, if they chose or we allowed it administratively.
Jerome
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4 votesJerome
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2 votesJerome
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7 votesJerome
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3 votes
An error occurred while saving the comment Jerome
commented
Same observation here. We are coming off Shoretel/Mitel Connect and find the log in and out of hot desk phones to be slow and cumbersom, mostly on account of the phone having to reboot to become that user's phone and then to reboot to the hot desk state to accept a different user.
Jerome
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41 votes
An error occurred while saving the comment Jerome
commented
We find it odd that this feature isn't already in place. Ideally there should be greater phone provisioning and command and control in the RingCentral portal, or at least a competent SSO between RingCentral and our RingCentral approved phones, such that we can set administrator credentials on our entire fleet of phones from a central location. We were able to do this on Shoretel with great ease, along with other global phone settings that we could administratively control, like wallpapers, and even individual user preference configurations.
Jerome
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7 votes
An error occurred while saving the comment Jerome
commented
This may solve an issue for us. We need to be able to identify an inbound call based upon the toll free number that the call came in from, so that when the call is passed to an on-prem call center system, that system can identify the source of the call and route the inbound call to the proper script or phone tree. This is necessary as we have multiple toll free numbers that route to different parts of that call center server and that identification is done via DNIS, ideally based upon the phone number that was used to dial into us, not the Caller ID of the inbound caller or the base local number that is associated with the "user" in RC that is accepting those calls on behalf of the on-prem call center system.
Jerome
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1 voteJerome
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8 votes
An error occurred while saving the comment Jerome
commented
In Shoretel/Mitel Connect there is a feature called a route point. Route points can be used for designating an internal extension as a "speed dial" to another number inside the system or outside the system. We utilize a couple of external services for 24-hour customer support. Those services are only accessible through a toll free number, however we do not publish the toll free number, we store the toll free number in Shoretel as a route point, give it an internal extension number and then the off-hours auto attendant can be programmed to offer certain button presses to callers which map to the internal extension, which further maps to the toll free number. It provide a seamless experience when transfering callers to those external extensions or if our staff needs to dial to those services but do not know the number.
Jerome
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8 votesJerome
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23 votes
An error occurred while saving the comment Jerome
commented
We need functionality in the system similar to Shoretel/Mitel Connect's Route Point functionality. We used Shoretel route points as global speed dials. You selected an unused internal extension number (and we had plenty of them) and then provided it an external number to dial and connect to. This was useful as a speed dial, and also fucntioned well for blind transfers to some off system or off premisis resource (remote call center, contract call center, after hours contract support, etc).
Jerome
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6 votes
An error occurred while saving the comment Jerome
commented
We are coming off from Shoretel/Mitel Connect. All users could log into any phone, even if the phone was already assigned to another user. While the changes we are encountering with RingCentral, like setting up limited use phones or phones that are specifically configured for hot desking, will work, we find ourselves very limited in terms of our staff flexibility to log in at any open desk, even if it is a desk that is usually occupied by another employee. A good example would be that a branch manager, which is a static user, who has a private office that is only occupied by them, goes on vacation or takes an extended abscence. In this situation, another manager or an assistant manager from another location would come to this office, and stand in for the abscent manager. Since they would be working from this new location and in the managers office, in our current environment, they would just assign themselves into the phone that is at that managers desk. When the regular manager is back from leave, the substitute would log out of the desk phone in that office, and their phone presence would go back to the phone in their normal office, and the manager on leave would return to their office with their name and presence on the phone like nothing had ever changed.
The Shoretel manner of handling hot desking and staff using phones that they are not normally assigned to is much more ellegant and much more administrator and user friendly than the structure we see in RingCentral.
Jerome
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65 votesJerome
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3 votesJerome
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2 votesJerome
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11 votesJerome
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10 votesJerome
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8 votesJerome
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We are a recent convert to RingCentral from a larger deployment of Shoretel. We sure do miss Shoretel, but knew that we had to jump off that system as Mitel didn't have anything that we wanted to move forward with. That said, our staff became very acostomed to a seamless movement between desktop software and desk phone. Whatever action they took in the software was reflected on the phone, and vice versa. When they went to check VM in the software, it would light up their phone and play audio through the phone. If they checked VM on the phone, the status and storage of that VM would immediately reflect the status they gave it during their session on the phone (heard, deleted, saved, forwarded, etc.). While desktop pairing of the telephone device on a user's desk is helpful, the fact that a user cannot get VM audio through their phone if they interact with the VM in the software is very odd. Additionally we used to do a lot of ad hoc assistance calls with staff and the inability to do a desktop screen share when deskphone pairing is on and audio is going through the phone is a tremendous step backward from Shoretel. In the Shoretel system we could do an ad hoc screen share in the software, to the connected user, with audio going through the desk phone.