RingCentral

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#1
Posts:
8151
Joined:
4-Mar-2018 9:03pm
Location:
The Office
For those that use RingCentral:

Are you able to add an unlimited number of extensions under the "main" office number?

For example, if I want my main number to be 123-456-7890, and I want anyone who calls that number to get an automated menu with options, including the ability to dial an extension at any time, can I create for example extensions 101, 102, 103 etc that can be dialed and will reach a unique person's softphone (RingCentral app on cellphone) or hardphone?

In essence those extensions don't have their own unique 10 digit number but rather can be dialed after the main number is dialed and answers?

I just want one number, with extensions.

The RingCentral tutorial videos in this area are very convoluted and confusing. So much so that I'm not sure if this seemingly simple setup is possible.
 

#2
Posts:
8151
Joined:
4-Mar-2018 9:03pm
Location:
The Office
Spent the last 2-3 hours doing a "free" trial of RingCentral and wanted to share my experience. Ended up canceling same day.

Utterly disappointed and frustrated. Somewhere in the middle of the trial two Excedrin were consumed.

What I didn't like:

1) Deceptive free trial period and billing practices.

Their "Standard" MVP Plan (Message, Video, Phone) is currently listed at a discounted price of $20.99/user/month on their website (normally $27.99). I clicked the "Try Free" button to proceed to sign up and the following was explicitly displayed to me during that process:

Annual Total (post trial)
$251.91


Today’s total (trial period)
$0.00

You will NOT be charged if you cancel prior to 06/14/2022. After your trial period, your credit card will be charged a combination of annual and one-time charges totalling $251.91 to RingCentral, Inc.

If you are not convinced within 15 days, simply cancel


Emphasis added.

I have notifications enabled with my business credit card so that if it's used in a transaction in which the card wasn't present/swipped/scanned, I receive an automatic email notifying me of this. It's for security really and what it effectively means is that I get an email every time that card is charged in an online transaction.

Immediately after completing the sign up process, I received an automated email from my credit card company notifying me that I had been charged $341.51 by RingCentral, and also an email from RingCentral a few seconds later notifying me of the same. No trial period for me it seems.

Also, $83.97 of taxes and fees were tacked on. I might have been okay with this if they had been transparent and upfront about the surcharge, however they weren't and I feel this is deceptive.

2) Lots of friction with the account activation process.

I couldn't use either of my numbers to authenticate and sign up because RingCentral deemed they were both VOIPs. They were right about one, a Google Voice number. The second is my cell phone number, which is hosted by a major carrier. It didn't matter to RingCentral.

I ended up having to call a family member. Used their number and they put their phone on speaker so I could hear the authentication code.

A bit ridiculous IMO.

3) Bulky and unintuitive interface, unhelpful tutorials, lack of resources to setup the platform and auto attendant.

I don't think I've spun my wheels as much as I did over the past few hours than I have since I was a first year associate. Maybe to get the full value of out this system you either need to spend hundreds (or thousands) on a specialist to set everything up, or you need to spend hours of trial and error. I don't want to spend that kind of money as the benefit is dwarfed by the cost, nor do I have time to figure out the platform myself.

The resources leave a lot to be desired and are unhelpful. The first half of each 2-3 minute "tutorial" video is an intro with generic graphics, and they're voiced by slow speaking Brits.

What would be really helpful is a 20-30 video that walks through all the features and how to setup a basic account, but I guess that's too much to ask.

The search continues. I'm now just looking for a bolt-on video conferencing and screenshare platform. No unified platform. As I'm likely going to transition to TaxDome in a month or two, I'm trying to keep my sanity and as much stability as I can.
 

#3
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8151
Joined:
4-Mar-2018 9:03pm
Location:
The Office
Ended up going with Microsoft Teams for video conferencing and presenting.

It was a bolt on for me and cost effective. I was already using Outlook Online for email. Very happy with it right now. Also I like the big name behind it. Makes me feel like it's probably going to be more secure than most.

Looked into Zoom along the way. Although they've made progress since 2020 there are still some valid security concerns.

Hoping it won't be too difficult to steer those clients who ask for Zoom to Teams. We'll see.
 

#4
Posts:
6036
Joined:
22-Apr-2014 3:06pm
Location:
WA State
I use Teams and have had very little issue.
There are some folks who experience difficulty, but they are few and far between.
I'm looking into some of the automation Teams provides. Haven't implemented anything yet, just watched a couple intro videos
~Captcook
 

#5
Posts:
2887
Joined:
21-May-2018 7:50am
Location:
Northern MI and Coastal SC
It can be frustrating to set up or modify things in RingCentral but overall I think it is an excellent service and I have been using it since 2015. Not the cheapest but also not most expensive and they keep updating and adding useful features.

I don't know about the trial issue you referenced. I have not ever had a billing issue.
 

#6
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8151
Joined:
4-Mar-2018 9:03pm
Location:
The Office
Couldn't be happier with Teams. CaptCook I remember you've mentioned it on this forum before.

The Office 365 environment integrates very well. If you already use Outlook Online, adding Teams gives a very versatile communication platform IMO.

I especially like the ability to record presentations. I setup a new S Corp client's bookkeeping and payroll last week and did a walkthrough with the two owners. It was very technical. The owners appreciated being able to record the presentation and having a video copy to go back to if they can't remember something.
 

#7
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8151
Joined:
4-Mar-2018 9:03pm
Location:
The Office
CornerstoneCPA wrote:I don't know about the trial issue you referenced. I have not ever had a billing issue.


Overall it was a very sour experience. Their billing protocol is clearly in conflict with what they explicitly state on their website. Then my head was spinning trying to figure the platform out. I can appreciate that it appears to be a very sophisticated system, but it wasn't for me at this time.
 

#8
Beagle  
Posts:
189
Joined:
16-Jan-2020 3:15pm
Location:
Freelander
Did RingCentral actually charge your account or run through a hold on your credit card to see if you have the financial ability to pay? Those are two very different things. Phone lines have taxes. Shocking.
 

#9
Posts:
8151
Joined:
4-Mar-2018 9:03pm
Location:
The Office
Yes there is a difference. The card was charged. The refund hit a couple of business days later.

You're missing the point regarding taxes and being a bit snarky. If a company tells a person that their annual total is "X" before they submit their payment online, it is logical to assume that "X" is inclusive of fees and taxes. Charging "Y" after that, which is 36% higher than "X" and simultaneously sending an itemized invoice for the first time is deceptive. It's bad business. It's going to make new customers mad.
 


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