We're looking to do a slow migration to Ring Central as we move one of our business lines office locations. They are using an in house NEC voip system, but as they transition to a new office they need a new phone system. I've been looking at using Dialpad or Ringcentral.
Immediate need is for only 1 phone number. I found that Dialpad requires all users to be licensed, so even me as an administrator that doesn't need a phone number would have a monthly fee. This increases the monthly cost a lot for a SMB.
Does anyone know if RingCentral also has this requirement or can there be "administrator" accounts with no actual phone functionality, just admin access at no cost? I tried to use their chat support feature, but the answers did not help at all.
Note: we're looking at the entry level package of "essentials".
Jun 17, 2020 at 00:30 UTC
As a long-time broker for VoIP and ISP's, I've not heard of anyone setting their service up this way (i.e. admin-only without a user). My suggestion would be to just get 1 user, with a new phone number.
How many extensions will the site have? RingCentral and Dialpad are good options for some companies but might not be the best fit, depending on your requirements. The differences are sometimes a really big deal.
PM me if you'd like to chat about your company's call flow, feature requirements, etc. and get some recommendations.
In the meantime, here is some vendor-agnostic, business VoIP content on pricing, common gotchas, features to ask about, etc.
Jun 17, 2020 at 01:02 UTC
I wasn't very clear :)
To start, we would have a single user for about 1 month. Then when the pharmacy moves locations we would add several more users working up to around 10 total. The issue revolves around an account for me. I just need IT Admin access to manage the accounts with no need for any of the features or a line myself.
Needs consist of the following:
- Ability to connect to desk phone hardware for certain lines (Polycom, etc)
- "Main line" that rings 2 - 3 desk phones
- Eventual port of the main line into the system from Centurylink
- Mobile device support for Pharmacist use. (don't want patients having personal cell number)
- Ability to setup forwarding for out of office scenarios.
- Integration with O365 would be nice
- Hold music / messaging (nice to have)
- Potential multi state expansion
- We have 3 other business lines aside from the Pharmacy that will also need to move to new systems in the near future (5 users Home health, 6 users staffing agency and 6 users corporate staff). This could be housed on the same system or separate.
- Separate billing is greatly preferred.
- Each business line would need their own "main line" with porting of existing number.
- Forwarding / afterhours line management
- Hold music / messaging must be different for each business line.
- Cost is a concern as these are newly started business lines
- Each of these have already expanded to multiple states (corporate staff spread across the US).
Hopefully that answered your questions properly.
Our company currently uses RingCentral- primarily to field first-contact Technical Support phone calls. These calls originate from inside the company itself, (for the raw, boots-on-the-ground / hands-on knowledge,) from our dealer network, and also from customers in the field.
Currently, we use a SharePoint list to handle trouble tickets / support tickets; and as you can imagine, this in and of itself is not a very robust, automated way of doing things.
Spiceworks appears capable, to some degree, with a few minor omissions at first blush. (Among these are dynamic subject-matching; where a new ticket's data is polled for terms used in previous tickets, or a data table- to suggest things like consistent spelling and attribution of product names.) I have heard, but not discovered on my own at this point, that Spiceworks and RingCentral have some collaborative interaction, via a script or cloud plug-in. I do not know if this is from the Spiceworks side, or RingCentral side.
There is discussion in this... forum thread?... regarding Google and its ability to integrate in some way with RingCentral. I am also very interested in utilizing our Office 365 / SharePoint resources, as- among so many app providers out there -it seems logical to think we'd be less likely to lose support for, or control of, Microsoft-based services, then another app.
I am looking at Spiceworks by direction, but after "playing with it" a bit, it does feel very intuitive, even for someone like myself. (Limited scripting experience, limited OOP experience (VisualBasic), and not too knowledgeable about today's cloud-based world and how things are served and interact.) I've been able to customize the trouble ticket- it's format and content, add and modify content on the Portal... that kind of thing- without difficulty. So, I'm tasked to look at it because it is free, and I'm not as opposed to it because it seems intuitive enough for me to figure out without too much difficulty.
The priority application for me is RingCentral; as we are already set-up, staff is fairly well trained in its use, and it appears to be working fine for our phone based needs.
The major priorities I am trying to find solutions for are as follows:
- Need a trouble ticket system with, at least, the features in the next list.
- Need to be able to associate phone calls to specific trouble calls. We will invariably detail even phone-based calls in our ticket system, for the sake of archiving and building our knowledge base. So, initial calls will require a ticket of their own, and existing tickets should be able to have all future calls specific to that particular issue and instance -associated with it.
- Would prefer to be able to "make calls" through RingCentral by clicking a linkable phone number in the trouble ticket. (Click the phone number, the RingCentral app is envoked and call made...)
For our Trouble Ticket system, here are some of the most important needs:
- Ability to prioritize tickets. (I used a different approach for initial trouble tickets in Spiceworks- offered a "suggested deadline" date field, followed by a text input box that requires explanation of why that technician or customer entity felt that the date was appropriate. This is one way to approach service based issues when first starting a more robust system of reporting, including the procedural, administrative processes, in my opinion.) This prioritization should be able to be changed by anyone who has access to edit the trouble ticket, at any time.
- Automatic priority escalation. For issues that hang open past some threshold of time, (and, ideally, with some consideration involved as to the criticality of the issue- importance versus urgency for example) escalation is needed.
- Escalation should include automated reminders.
- Field data should be searched as a user types, to suggest other related issues. Salesforce or Zendesk has this feature, which I think is fantastic. But, in addition to the detailed issue itself, I would prefer the search to be capable of looking at product names and item number fields.
I realize the last point is probably exclusive to more robust applications and that I might be asking for the world. But if you don't ask, you'll never get, right?
Interestingly, if Spiceworks did have the ability to do a dynamic search on detailed ticket issues, for the purpose of matching a potential resolution, it would be simple enough to get a preliminary system in place for the administrator. He would simply enter a number of tickets that included the data he wanted to suggest, then close them so that they stayed "off the radar." In this way, suggestions for proper spelling of company-specific products could at least be added. The reason I want this, by the way, is for the sake of a consistent dataset: one user may spell "Widgett" while another, "whidget" and yet another, "widget." With the brute-force handling of data we now have to do while relegated to spreadsheet / SharePoint lists exclusively, inconsistent attribution for names causes a big problem.
Sorry to be so wordy.
Oct 16, 2017 at 18:49 UTC
I have used RingCentral for a couple of years and haven't heard of any integrations with Spiceworks.
Have you looked at ZenDesk? Both RingCentral and ZenDesk have articles about their integration.
Oct 16, 2017 at 18:55 UTC
I have, and Zendesk has some great features!
The subscription rate for Zendesk is a concern at this point.
Register for the upcoming No Jitter webinar with Zeus Kerravala, ZK Research, and Jason Kasch, Structural Group, to learn how your enterprise's digital journey begins and ends with collaborative communications: http://ringcentr.al/2msAW4EOpens a new window
Join us to learn how Google and RingCentral work together to unify cloud communications and productivity for Open Mortgage, LLC. Click to register for our upcoming webinar today: http://ringcentr.al/2msuWrPOpens a new window
Legacy contact center systems may have more impact than you realize in terms of the forms of customer support provided. Discover 3 ways a cloud contact center solution can enable improved methods of communication with your customers: http://ringcentr.al/2nkf27YOpens a new window
Can you talk about you experience with them in terms of quality and the plans they have in terms of unlimited europe ?
Feb 2, 2017 at 11:15 UTC
Jason, if there's anything we can provide to you, please do contact me directly: email@example.com and I can supply any content you may be looking for. Monica
We'll be giving away an Apple Watch - one at the booth on the last day of the show and one for our Passport prize. Get scanned or stamped to win!
Time to learn more about what a cloud business communications solution can do for you? Let us demo our business phone, contact center and work collaboration solutions. We'll be giving away an Apple Watch - one at the booth on the last day of the show and one for our Passport prize.
Cloud phone system: Work Less, Achieve More. Be a Hero for your CIO
When: Thursday, Nov. 3 9:30 – 10:30am
Where: Meeting Room #4Speaker: Jim Payne, Sr. Product Marketing Manager & Dave Hamel, Sales Engineer
Giving away 1 360 Fly to a winner at end of the session
Your CIO is on the hot seat to delivery technologies and tools that enable company growth. Learn how migrating to cloud communications with open APIs enables you to:
- Drive efficiency and productivity with reduced burden on IT
- Improve business intelligence with integrated systems
- Streamline and automate workflows with simple, easy UIs your workforce adopts quickly
- Delivery competitive advantages with fast, real-time collaboration and customer communications
We hope to see you there!
I have been trying to reach RingCentral all day and have had no response. We are a new customer and our customers are telling us our DID lines are saying they are disconnected. PLEASE have someone respond to me.
Aug 18, 2016 at 21:09 UTC
Jay - PM or email me your contact info and some kind of customer ID and I'll get you called right away!
Aug 19, 2016 at 18:41 UTC
Our 800 number that we have had for almost 30 years and is what 99% of our customers call us on is saying disconnected when called. I emailed Debi but have not heard back. PM'd you again a few minutes ago. Someone please direct me on how to get this resolved.
Hello one and all and welcome to one of the main highlights of the 2016 Cloud Office Olympics, an event we’ve all been waiting for; it’s Telephone Tennis. This is all about avoiding as many missed opportunities as possible. It’s going to take a lot of hustle to come out on top of the customer […]
The post Telephone Tennis: 2016 Cloud Office OlympicsOpens a new window appeared first on RingCentral BlogOpens a new window.
Read MoreOpens a new window
Hello one and all and welcome to one of the main highlights of the 2016 Cloud Office Games, an event we’ve all been waiting for; it’s Telephone Tennis. This is all about avoiding as many missed opportunities as possible. It’s going to take a lot of hustle to come out on top of the customer […]
The post Telephone Tennis: 2016 Cloud Office GamesOpens a new window appeared first on RingCentral BlogOpens a new window.
Read MoreOpens a new window
Our first annual RingCentral Executive Roundtable wrapped up a couple of days ago, and the feedback from the partners that attended was a standing ovation! This event, by design, was an intimate affair with only our top 12 partners in attendance, giving us an opportunity to really dig in to what is happening in the […]
The post First Annual RingCentral Executive Roundtable Celebrates Partner Successes and Highlights Even Greater Opportunities AheadOpens a new window appeared first on RingCentral BlogOpens a new window.
Read MoreOpens a new window
As a professional interested in improving your company’s marketing (as evidenced by the fact that you’re reading the RingCentral blog) your company probably already has a Facebook page, and likely engages in some unpaid promotion on that social media platform. If you’re like most small and mid-sized businesses, however, you aren’t yet using the paid […]
Read MoreOpens a new window
Customize Header Background
Customize Page CSS
This is the CSS that will be included for all tabs for this vendor page.