08/05/17 05:36 AM  

Setting up the RingCentral Desktop App's Softphone Feature

« Go Back

Article

 
SummaryHow do I set up the RingCentral Desktop App's Softphone Feature?
Details
The RingCentral Desktop app is a free downloadable application that turns your PC or Mac computer into an all-in-one communications hub. Included with the RingCentral Desktop app is the RingCentral Softphone, which enables high-quality VoIP calling and transforms your computer into a sophisticated call controller with an array of features and options. For more information about the RingCentral Desktop app's features, go to RingCentral for Desktop Overview

This article will guide Users and Administrators on how to setup the Softphone's Outbound calling feature. To learn more about RingCentral Desktop app's Softphone feature, go to RingCentral SoftPhone Overview.

Setting up the Softphone's Outbound Calling 
Using your Softphone
Adding a Digital Line for your RingCentral Desktop app's Softphone
Fixing the Limit Reached message on the RingCentral Desktop app 
 

Setting up the Softphone's Outbound Calling

User Extensions with an assigned Digital Line (Desk phone) 

1st time installation: A purchased line is not required for placing outgoing calls. RingCentral will automatically authorize the User's computer for placing direct outgoing calls on the app. 

NOTE: RingCentral can only authorize 1 computer per User to place direct outgoing calls from the softphone.

Installing the RingCentral app on 2 or more computers: If you install the RingCentral Desktop app on another computer and login using the same User Extension, you will get a message saying Limit Reached.

Limit Reached means that another computer is already authorized to place a direct outgoing call from the softphone and as a result, outbound calling from the app is not available on your 2nd computer until the 1st computer is deauthorized. For more information about the Limit Reached message, go to Fixing the Limit Reached message on the RingCentral Desktop app

Quick Links:
Installing RingCentral for Desktop (Windows)
Installing RingCentral for Desktop (Mac) 
Using your Softphone 
 

User Extensions without an assigned Digital Line (Desk phone) and RingCentral Professional customers

If you are a RingCentral Professional subscriber or a User Extension without an assigned Digital Line (Desk phone), you can use the RingOut feature to place outgoings calls. 

RingOut enables Users to make a call from any other outside number (not RingCentral number) by means of the RingCentral account. The user specifies a certain number, starts RingOut and enters the required called number. RingCentral makes a call to the specified number and connects the user with the called number. 

If you want to place an outgoing call using the softphone, you can purchase a Digital Line for the RingCentral Desktop app and assign it to your User Extension. For steps, go to Adding a Digital Line for your RingCentral Desktop app's Softphone.

Quick Links: 
Installing RingCentral for Desktop (Windows)
Installing RingCentral for Desktop (Mac) 
Using your Softphone
RingCentral RingOut
 

Using your Softphone

You can configure your phone settings to make RingCentral for Desktop as your primary phone device to answer or make VoIP calls.
 
Logging in• Users can log in to the RingCentral Desktop app on multiple computers at a time.

• When logged in on multiple computers, all messages, calls, logs and availability status are synced with the User's account.

• When 1 desktop app deletes a message, the same message is deleted on all devices that are logged into the same extension.

NOTE: RingCentral does not recommend logging into the same extension on multiple computers because there is no ability to track which computer deleted a message or call. 
Incoming Calls• When an incoming call arrives, the app on your computer will ring and display the caller's information, if available.

• When logged in on multiple computers, all computers will ring at the same time but only 1 computer will be able to accept the call.

• If 2 softphones for example are logged into the same extension and softphone 1 gets the call, softphone 1 will not have the ability to transfer the call to softphone 2 because both are logged into the same extension.

NOTE: RingCentral does not recommend multiple logins since it will cause an incorrect User status, which is essential for features that rely on User Availability such as Call Queue and Presence.
Outgoing Calls• Users with an assigned Digital Line (Desk phone) can use the dialpad in the app or click the Call button from any of their contacts to make calls. 

• When logged in on multiple computers, only 1 computer will be authorized to place an outgoing call directly from the RingCentral Desktop app, and the rest can place outgoing calls via RingOut

• RingCentral Professional customers can use the RingOut feature to place outgoing calls. To place an outgoing call directly from the RingCentral Desktop app, RingCentral Professional Administrators can Add and Assign a Digital Line to the RingCentral Desktop app where they want to place outgoing calls. 

• User Extensions without an assigned Digital Line (Desk phone) can use the RingOut feature to place outgoing calls. To place an outgoing call directly from the RingCentral Desktop app, Administrators can Add and Assign a Digital Line to the RingCentral Desktop app where Users want to place outgoing calls.
Transferring Calls• RingCentral Professional customers and User Extensions without a Digital Line (Desk phone) are only allowed to do Blind Transfer or Send Directly to Voicemail.

• Users with Digital Line (Desk phone) can do Warm Transfer, Blind Transfer and Send Directly to Voicemail.

• If 2 softphones are logged into the same extension and softphone 1 gets the call, softphone 1 will not have the ability to transfer the call to softphone 2 because both are logged into the same extension.
 

Adding a Digital Line for your RingCentral Desktop app's Softphone

The steps below will guide RingCentral account Administrators in adding a Digital Line for a User's RingCentral Desktop app. This will authorize a User's computer to place an outgoing call via the RingCentral Softphone.

Step 1:

Step 2:

Under Admin Portal, click Users.

Select Users - User list

Step 3: 

The User list section will automatically load with the list of Users With Extensions. Click the name of the User that you want to modify.

User list - Select User

Step 4:

Click on Phones & Numbers, and then click Add Phone.

Phones and Numbers - Add Phone

Step 5:

Click Domestic as the location, and then click Next.  

Select Domestic

NOTE: For instructions on how to add a Desk phone that will be used in an International location, go to Adding a RingCentral Global Office Number through the Online Account.

Step 6:

Select Other Phones, and then click on RingCentral for Desktop
Click Add to Cart.

Select Desktop App

Step 7:

Specify the number of Phone Number / Digital Line under QTY, and then click Next.

Verify Quantity

Step 8:

You will be given 2 options for your Existing device's number.
 
a. Use an Existing Number from your account - You can select any non-Toll-Free number assigned to either your Company Auto-Receptionist, or Special Extensions on your account. A Special Extension can either be Setting Up a Messages-Only Extension or an Setting Up an Announcements-Only Extension.

Use Existing Device Number

b. Purchase a New Number for your account - You can purchase a Phone number to be assigned as a Digital Line to your Existing device. 

Select New Device Number

Step 9:

Select the device where you want to assign the number by ticking the box next to it, and then click Assign to Selected.

Select Device to assign number

Step 10:

The Phone number assigned to the RingCentral Desktop app is shown. Click Next.

Number Assigned will be displayed

Step 11:

Select the Emergency Address that will be assigned to the phone.
• If you have set an Emergency Address for a device before, you can select it from the drop-down menu.
• If the Emergency Address for this device you are adding is different from a previously set Emergency Address, click New.

Select Emergency Address to be assigned to phone

When you select New, the page will redirect to a window where you can Add new Emergency Address.
Fill out the Emergency Calling Address form.
Make sure you read the terms and conditions, then tick the checkbox to Accept the Terms, and then click I Accept.
 
NOTE: Use the address where the computer (where the Desktop app is installed) is located. DO NOT include special characters in the Customer Name field.
 
IMPORTANT: This is the address that will be used in the event of an emergency call (911 in the United States and Canada, 999/112 in the United Kingdom, and such other Emergency Call Services as applicable in other countries) from this RingCentral Desk phone. Be sure to update this address anytime you change the location where you use this RingCentral Desk phone.

Emergency Address Form

Step 12:

Select the device where the Emergency Address will be applied, and then click on Assign to Selected.

Select device to assign the Emergency Address

Step 13:

Click Next.

Click Next - Emergency Address

Step 14:

Select the Shipping Address. There is no phone to be shipped since you are only adding a Digital Line for the RingCentral Desktop app. 
You can select a Shipping Address from the drop-down list. You can also add a New Shipping Address by clicking on New.

Select Shipping Address

If you click New to add a new Shipping Address, the page will redirect to a window where you can add a new Shipping Address. You can click Save address so you can use it in the future, and then click Add.

New Shipping Address

Step 15:

Select RingCentral for Desktop, and then click Create Shipping Group.

Create Shipping Group

Step 16:

Click Next.

Shipping Address - Click Next

Step 17:

Tick the checkbox to acknowledge and accept the charges for the Phone number / Digital Line, and the click Next.

Confirm Order

Step 18:

Click Done.

Click Done to Complete Order

After adding a Digital Line, have the User download and install the RingCentral Desktop app, and then log in to their Extension. If the User intends to use this Digital Line for a 2nd computer, have the User log in using the Digital Line number and Password, instead of the Main Number + Ext# + Password. 
 

Fixing the Limit Reached message on the RingCentral Desktop app

RingCentral can only authorize 1 computer per User for placing outbound calls directly from the app. If you install the RingCentral Desktop app on another computer and login using the same User Extension, you will get a message saying Limit Reached. It means that another computer is already authorized for placing a direct outgoing call from the softphone and as a result, outbound calling from the app is not available on your 2nd computer until the 1st computer is deauthorized.
 
User-added image
 
If you click Cancel, you can continue to receive incoming calls but outbound calling will be unavailable. You can use the RingOut feature to place an outgoing call. For more information, go to RingCentral RingOut.

If you want the ability to place an outgoing call directly from the softphone (RingCentral Desktop app), you have 2 options: 
 
1. Have your RingCentral Account Administrator add a Digital Line for the RingCentral Desktop app where you want to place your outgoing calls. 
2. Deauthorize your 1st computer to authorize your 2nd softphone. To learn more about this option, go to Assigning the RingCentral Desktop App to a different Computer.

 
Ranking
Was this information helpful?
Yes
No
Somewhat

Tell us why and what can we do to improve this information