RingCentral Enterprise Portal Administration and User Management Guide
RingCentral Registration and Enterprise Portal Navigation
Initial Setup and Enterprise Access
All agents must establish a Bearing Central account to begin the process.
Enterprise access is granted by administrators (e.g., Vincent) once individual accounts are verified.
The current portal requires administrators to add profiles and set access levels one at a time, as there is no bulk addition feature available.
Users are typically assigned the "exit tier 1" profile, which functions as the key manager role.
If agents encounter restricted areas they previously accessed, they should report it immediately. The security philosophy is to keep "doors closed" by default and open them upon request to maintain security protocols.
The Enterprise Portal Interface
Upon logging in, users arrive at the Enterprise Portal, which acts as a gateway to different geographic instances.
Users must choose between the Canada instance or the US instance based on the nature of the ticket (e.g., an Ontario change requires the Canada instance).
Search Functionality:
Searching for a user by name in the main portal can automatically redirect the administrator to the correct instance where that user is built.
Note: This search does not always land directly on the specific user profile, so manual verification may still be required.
Users are never built in both the Canada and US instances simultaneously.
Activation Email Management
Activation emails expire after 24\,hours.
If a user reports an expired link, the administrator must manually resend the activation email from the portal.
RingCentral is reportedly working on a self-service feature for users to resend their own activation emails, though this is not expected until Q4.
Current pending activations mentioned: James, Jason, and Jan.
New User Creation and License Management
The Ring EX User Standard
All new users being added to the system are designated as "Ring EX" users.
Architecture Shift: Phones are no longer assigned to specific individuals; every user is a distinct entity. Hardware acts as a "dummy terminal" that users must log into using their credentials.
License Control and Cost Management
Stores are often poor at notifying IT regarding employee departures. This leads to "license bloat," where stores pay for licenses of former employees.
Process Rule: If a request comes in to build a new user at an existing employee's desk, the old account (e.g., "Vinnie") must be deleted before the new account (e.g., "Bob") is created. This ensures the store is not double-billed or over-allocated.
Each site is allocated 5\,excess licenses beyond their live user count to accommodate growth. If the team runs out of licenses, it is usually because old accounts were not properly purged.
Step-by-Step New User Build
Navigate to "Add User" from the home screen or the specific instance.
Input proper names (First and Last).
Select the store's call center using the "two-by-two-by-three" naming convention (e.g., OO48, OR med toy).
The system will automatically assign an extension and pull a phone number from inventory.
Critical Verification: Phone Number Inventory
The RingCentral portal currently lacks the ability to restrict inventory by site; it displays all available numbers in the system.
Mandatory Step: After the system picks a number from inventory, the administrator must click the small arrow to search/verify the number.
Ensure the number is associated with the specific store's two-by-two-by-three name plus "spare."
If a spare number for that specific site cannot be found, do not assign a number from a different site (e.g., do not assign a New Jersey number to a different state). Add a note to the ticket and escalate to the UC (Unified Communications) team.
User Account Maintenance and Deletion
Deletion Protocol
Deleting a user is a mandatory two-step process to free up licenses.
Step 1: Disable the account. This turns the status indicator red.
Step 2: Click the red indicator and select "Delete."
Important: Simply disabling an account is insufficient; a disabled account still occupies a paid license and prevents the phone number from returning to the spare inventory.
During deletion, always ensure "Move number to inventory" is selected so the line can be reused by the site.
Voice Mail and PINs
Users set their own voice mail PINs during the registration process.
This PIN is multi-functional: it serves as both the voice mail access code and the password to log into physical phone hardware.
Hardware and Application Management
Application Access
Creating an account automatically grants the user access to the mobile app, the desktop app, and their online portal account.
There is no separate license or approval required to use the mobile or desktop applications once the user has an active RingCentral account.
Hardware Login
Users log into physical phones (typically Polycom) by entering their full 8-digit extension and their self-set PIN.
Mobile Device Management (MDM): Android vs. iOS
iOS (iPhone): No special configuration is required for the RingCentral mobile app to work.
Android: Due to security policies, Android users must be added to a specific Microsoft Intune group to use the mobile app.
The group name is:
Intune MAM Dialpad(named after Dialpad but used for RingCentral).Adding a user to this group requires manager approval to ensure the employee actually needs mobile access.
iPads: The app is currently not supported/standardized for store iPads.
Special Account Types: Receptionist and eFax
Receptionist Accounts
Receptionist setups remain complex due to intricate call routing (e.g., some stores have 200\,lines forwarding to one desk).
Recommendations include using softphones for receptionists as it allows for easier searching and transferring by name rather than extension sheets.
All receptionist-specific requests should currently be escalated to the Lithia UC team to avoid "ripple effects" on store routing.
eFax Management
Every standard RingCentral extension has built-in faxing capability.
Departmental Faxes: Many stores use department-specific faxes (e.g., Accounting Fax, Parts Fax).
Administrators can search for these by the two-by-two-by-three site name followed by "Fax."
To update who receives fax notifications:
Navigate to the specific fax user.
Go to "Notifications."
Updates can be made to the email addresses receiving the faxes. Often, this is linked to the same email address as the voice mail; if that box is checked, you must edit the voice mail recipient list to change the fax recipient.
Discussion and Procedural Questions
Questions & Discussion
Employee Transfers: Can an employee keep their number when moving to a different store?
Response: No. This violates E911 (Enhanced 911) laws. Additionally, it creates a poor customer experience; for example, a Ford customer might see a Toyota caller ID if the employee moved from a Toyota store. The old account must be deleted, and a new one must be created at the new location.
Access Levels (Tier 1 vs. Tier 2): Are the access levels the same for DXC Tier 1 and Tier 2?
Response: Currently, they are very similar as the requirements are being refined. RingCentral offers more granular role-based access than Dialpad. The team is encouraged to report any access roadblocks to Daniel or Thomas so roles can be adjusted.
Ticket Routing: Where should complex issues go?
Response: If an agent reaches a roadblock or encounters a receptionist/complex routing issue, it should be escalated to the UC team. Tier 1 should follow their normal escalation path to DXC Tier 2 first. If Tier 2 cannot resolve it, it moves to Lithia UC.
SMS/Text Messaging: How do users use the text feature?
Response: SMS is currently not enabled for the phone system at a corporate level. Employees should continue using their existing CRM tools for customer SMS interactions.