ETSU RingCentral Support

Welcome to RingCentral

Getting Started: Activation & Setup	Common Issues & Troubleshooting	Call Management & Voicemail
ETSU ITS Help Desk & Support	Training & Additional Resources	Frequently Asked Questions (FAQs)

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Getting Started: Activation & Setup

• New Phone Account Setup

  When a new RingCentral account is created for you, you'll receive an activation email titled "Welcome to RingCentral!" from Telecommunications or ITS. Activate your account within 24 hours by clicking the Activate Account button at the bottom of the email. If the activation link expires, contact ITS at itshelp@etsu.edu to request a new link.

  Activation Steps:

  1. Click the Activate Account button in your activation email.
  2. Log in with your ETSU username and password.
  3. Create and confirm a six-digit voicemail PIN.
  4. Choose a security question and provide an answer. (If you forget your PIN, this information helps verify your identity.)
  5. Choose how to access your RingCentral account:
     • Download RingCentral Softphone App (Recommended): Telecommunications strongly recommends installing the RingCentral Softphone app for ease of use. You can download it here: RingCentral Softphone App Download. The app allows making and receiving calls using your computer or mobile device's speaker and microphone. Once installed, log in and let the app run in the background for full functionality.
     • Use Web Browser (Limited): Browser-based access is available but recommended only for occasional use due to potential browser issues.

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  Managing Your RingCentral Account:

  All account settings, including scheduling, voicemail, and faxing, can be managed through the RingCentral Service Portal.

  Note: Direct telephone calls require the softphone app or a physical phone, as the browser portal does not support direct calling.

  📄 Download RingCentral Account Activation Guide (PDF)

• Inheriting an Existing Phone

  To reassign an existing RingCentral phone number to a new user, please contact the ITS Help Desk:

  • Email: itshelp@etsu.edu
  • Phone: 423-439-4648

  
  Include the following details in your request:

  • Phone number being reassigned
  • New user's name and ETSU email address

  
  ITS Telecommunications staff will verify departmental ownership and reset the phone line, which triggers a Welcome to RingCentral! activation email sent directly to the new user.

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  Activating Your Reassigned Phone Number

  
  Once the phone line is reset, the new user will receive an activation email. Please follow the steps outlined in the guide below to activate the reassigned phone number:

  📄 Download RingCentral Account Activation Guide (PDF)

• Video Tutorials & Guides

  
  
  

 

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Common Issues & Troubleshooting

• 🔇 No Audio or Dropped Calls?

  If your phone experiences intermittent audio, dropped calls, or if either party cannot hear clearly, follow these troubleshooting steps:

  1. Power Cycle Your Phone:
     • Unplug the network cable from the back of your phone (marked with the network symbol 🌐).
     • Wait 20 seconds, then plug it back in.
     • Allow the phone to fully reboot (it may restart up to three times).
     • 📄 Detailed Guide: How to Reset or Power Cycle a Physical Telephone (PDF)
  2. Verify Handset and Headset Connections:
     • Turn your phone over and confirm the handset cord is connected to the port marked with a handset icon 📞, not the headset icon 🎧.
     • Check your headset or speaker settings to ensure proper configuration in the RingCentral app or on the physical phone.
  3. Check Network/Wi-Fi Stability:
     • Ensure your phone or computer is connected to a stable internet or Wi-Fi network.

  
  If audio issues persist, please contact the ITS Help Desk at itshelp@etsu.edu or call 423-439-4648.

• 📩 Didn’t Receive Activation Email?

  If your RingCentral account is new or has recently been reset, you should receive a "Welcome to RingCentral!" activation email.

  If you have not received this email, please:

  1. Check the email address you provided to Telecom.
  2. Check your ETSU email's Junk or Spam folder.

  
  If you still cannot find your activation email, please contact the ITS Help Desk to verify the correct email address was used and request a new activation link:

  Email: itshelp@etsu.edu
  Telephone: 423-439-4648

• 🔑 Forgot or Need to Change Voicemail PIN?

  If you've forgotten your voicemail PIN or simply need to reset it, follow these steps:

  Step-by-Step Instructions:

  1. Visit the RingCentral Service Portal and log in with your ETSU credentials.
  2. From the top navigation bar, click Settings.
  3. Select User Settings from the left menu.
  4. Click the Security tab.
  5. Locate the PIN section and click the Change button.
     • You will receive a warning that you’ll be logged out—click Yes to continue.
  6. Enter and confirm your new PIN.
  7. Click Save. Your voicemail PIN has now been reset.

  
  🎬 Video Guide: Watch the Instructional Video

• 📞 Can’t Transfer or Forward Calls?

  Call Forwarding:
  To forward incoming calls to another line, follow the steps in this guide:
  
  📄 How to Set Up Call Forwarding (PDF)

  Call Transfer:
  To transfer a call currently in progress, see this detailed guide:
  
  📄 How to Transfer a Call (PDF)

  Having trouble transferring or forwarding calls?
  Ensure you're using the correct settings on your softphone app or desk phone. Contact the ITS Help Desk at itshelp@etsu.edu or 423-439-4648 for additional support.

• ⛔ How to Block Unwanted Calls?

  To block unwanted calls or specific numbers in RingCentral, follow these steps:

  1. Log in to the RingCentral Service Portal using your ETSU credentials.
  2. Near the top of the page, select Settings.
  3. Choose Phone from the left-side menu.
  4. Under Phone, click Blocked Numbers.
  5. Enter the unwanted number in the Block Numbers or Area Codes field.
     • Note: Do NOT activate the "Block All Numbers" option unless you intend to block all incoming calls.
  6. Click +Add Blocked Number, then select Add.

  
  The number is now blocked and callers will hear an automated message when attempting to call your number.

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Call Management & Voicemail 

• 📞 How to Transfer a Call?

  Using the Softphone App:

  • Tap "More" → Select "Transfer Call" → Choose the desired contact or enter the phone number.

  Using a Desk Phone:

  • Press the Transfer button → Dial the target phone number → Confirm to complete the transfer.

  
  📄 Detailed Guide: How to Transfer a Call (PDF)

• 🔄 Call Forwarding & Call Pickup

  Call Forwarding:

  • Set up customized forwarding rules through the RingCentral Service Portal under Settings → Call Handling & Forwarding.

  
  Call Pickup (Shared Extensions):

  • Enable the call pickup feature to answer incoming calls from shared extensions directly from your phone.

  
  📄 Detailed Guide: Call Forwarding (PDF)
  📄 Detailed Guide: Setting Up Call Pickup (PDF)

  For further assistance, contact the ITS Help Desk at itshelp@etsu.edu or call 423-439-4648.

• 🎙️ Check Voicemail and Custom Greetings

  Change via RingCentral app or physical phone.

  📄 Detailed Guide: Custom Voicemail Greeting (PDF)
  📄 Detailed Guide: How to Check Voicemail (PDF)
  
  
  📄 Detailed Guide: How to Reset Your Voicemail PIN (PDF)

• 📌 Add Speed Dials to a Phone or App

  You can add or update speed dial settings through the RingCentral Service Portal:

  1. Log in with your ETSU credentials.
  2. Click Settings at the top of the page, then select Devices & Numbers.
  3. On the right-hand side, click Presence.
  4. Under the Appearance tab, select the desired preset slot (3-6) and click Assign Extension to add other RingCentral users as speed dials.
     • Note: The first two slots are reserved for your own extension.
     • Up to 100 speed dials can be set, but only the first six appear on physical phones. The rest are available in the softphone app.

  
  Important:

  • Avoid checking the boxes at the top of the Presence page unless you want your phone to ring frequently due to call-monitoring.
  • After making changes, click Save at the bottom of the screen. This will reboot your phone.

  
  Allow Call Pickup by Others:
  To allow someone else to pick up your line when it rings:

  • On the same Presence page, use the search box to add individuals who should have permission.
  • These changes do not require a phone reboot.
    
    

  📄 Detailed Guide: Setting Speed Dials (PDF)

  
  For assistance, contact the ITS Help Desk at  itshelp@etsu.edu or 423-439-4648.