Ringcentral Softphone Client 

The University has rolled out a new softphone client to replace the old Micollab Client. 

The new softphone is called Ringcentral and it integrates into the MS Teams Software.  

It is designed to provide telephony services on and off campus using a software version of our Ringcentral telephones. The client can be installed on desktop PCS, Laptops or Mobile Devices. 

Below is guidance in how to make use of the softphone client: 

• Installation 
• Making a call 
• Receiving a call  
• Transferring a call 
• Forwarding calls 
• Configuration  
• Conferencing 
• Managing queue calls 
• Installation 

Self-Managed Clients 
The Ringcentral Client for self-managed Windows Devices can be downloaded from here.  
The Ringcentral Client for Apple Mac Devices can be downloaded from here.  
The Ringcentral Client for Mobile phones (Android and iOS) should be downloaded from the appropriate App Store. 

QMUL Managed Windows Device 
This process is to be followed by staff with Managed Windows laptops. It involves installing the Ringcentral Plugin from the Software Center. Once installed you will be able to use the Ringcentral Softphone in MS Teams.  Steps are as follows: 
1. Ensure you are connected to the VPN by confirming you can see this icon in the System tray . 

2.Search for “Software Center” in Windows Search bar and click on it.

 

 

Note: If you are unable to load Software Center please raise a Service Desk ticket FAO Client Devices Team. 

3. 3. Click on Ringcentral and ‘Install’:
   
    
    

 

 

 

3. Once the installation is complete click on the ‘Ringcentral’ icon along the left vertical bar in MS Teams. If you don't see it go to step 8(Further Installation Guidance).
4. Click on ‘Sign in’ and enter your QMUL email address followed by clicking ‘Single sign-on' and then ‘Submit’:
   
    

 
Steps 5, 6 and 7 to be performed only once 
 
5. Now logged in to Ringcentral, click on the ‘Keypad’.  

 
 
You maybe prompted with the message:  
“To make or receive calls, keep Ringcentral for Teams Desktop Plugin open”.  

If so, click on “Open plugin”: 

 

6. Select the tick box and then click on “Open Ringcentral for Teams Desktop Plugin”:

 
 
 

7. 
   Make a test call by dialling a number.
   Note: You maybe prompted to set up an emergency response location: 
    
    
    
   Select the QMUL ERL option and then ’Confirm location’. 

 

8. 
   Further installation guidance
   In MS Teams if you do not see a ‘Ringcentral’ icon on the left vertical bar, click on the icon     to add manually. Search for ‘Ringcentral’ app and then click ‘Add‘: 

                                         
 
Once icon has been added click on ’Open’: 

 
 
 

 

Making a call 

To make a call in MS Teams Ringcentral open MS Teams and click on the Ringcentral icon along the left and then ‘Keypad’.
Click on ‘Enter a name or number’ and enter the extension number or phone number you wish to dial followed by pressing ’Dial’.      (Note: You can also type the name to search for  contacts (which includes the university’s directory).
Click on ‘Dial’ to make the call. This will prompt the following window to appear as the call is being made
To end the call press the red button.
Note: When trying to dial a number if you are seeing the message below regarding the need for a Ringcentral plugin, its most likely because you do not have the required Ringcentral software installed on your device.      The plugin is required to make or receive calls. Please ensure you have it installed by going to the Software Center and installing Ringcentral plugin. Instructions can be found below on the page.

 
 
 
 
Receiving a call 
When a call comes in the following Ringcentral window will appear on your screen: 
 
     

 
In the above case the call is coming in from an unknown number. To answer press the green button. To reject press the red button. 
 
To end the call press the red button: 

                  
 
                  
If the call is missed an email will be sent from Ringcentral softphone notifying the the reciept of the missed call along with caller‘s information and the date and time when the call was missed. 

 

Transferring a call
Calls in progress can be placed on hold by clicking on the ‘Hold’ button
Music will be played whilst on hold.
Calls can be taken off hold by clicking the button again
Calls in progress can be transferred by clicking on the 'Transfer’
In the Search box, type the number or name of the person you wish to transfer the call to.
Press on the contact that you wish to transfer the call to and then ’Transfer’ button.      The call will then transfer.

 

Forwarding calls  It is possible to forward calls to another extension or an external phone number. This is done by creating an incoming call rule.
In MS Teams Ringcentral click on the ‘More Settings’ cog icon near top-right corner of the screen and select ‘Incoming call rules’.
Select the ‘Forward all calls’ option:
In the ‘Incoming calls’ drop-down menu select ‘Forward the call’ and then click on the arrow icon below the drop-down menu.
having selected a contact from the directory select ‘Save’.

The forward will be activated as a red ribbon appears at the top: 
 
Make a call to test the forward is working. 

 

Configuration  When deployed the Ringcentral client does not require any customisation before it can be used. The following section describes some of the optional configurations you may want to make to get more out of the Ringcentral client.
Setting up Working Hours
To prevent the Ringcentral softphone ringing out of normal working hours, you will first need to edit the current default working hours schedule to reflect the hours you work.
In MS Teams Ringcentral click on the ‘More Settings’ cog icon near top-right corner of the screen and select ‘Incoming call rules’.
Under ‘My work day’ select the arrow next to the ‘Incoming calls’ section:
Edit the current default work schedule ”24 hours, every day” by clicking on it and entering your work hours:
Select the start and end time, along with the days you work under ‘Repeat’.  Once timing and days have been selected select ‘Set’ and then ‘Save’.
This will bring you back to the ‘Working hours’ window.

 

Setting up Welcome greeting  Now that the working hours have been set, next we need to setup the Welcome greeting that will be played during these working hours.
By default, the greeting: ‘Tell Caller they’re being connected’ is enabled with a pre-recorded message of “Please hold while we try to connect you”.
If you would like to change this message, click on the message itself and then ‘Default’> Custom.
You will find options to record your own message.
For example, if you wish to record your message through your mobile phone, select the ’Phone’ option and enter your contact number you wish to receive a call on. Once the calls is received record your message and save.  Press ’Done’ and then ’Save’ again.
If you would like to turn the greeting off all together toggle the button to the left as shown below:

 
Setting up After hours 
Having created a working hour schedule, an after-hours schedule needs to be created so calls received out of hours can be handled accordingly. 

In MS Teams Ringcentral click on the ‘More Settings’ cog icon near top-right corner of the screen and select ‘Incoming rules’: 
 
 

 
Under ‘My work day’ Select the option ‘After hours’ section: 

 

The default option set for incoming call is to ’Send to voicemail’. There are three other options to choose from. Select the drop-down menu in the ‘Incoming calls’ section to select: 
 
 
Pick the option you require and follow through with any additional configuration required. 
For example, if you wish to play an announcement rather than receive a voicemail, select the ’Play announcement’ option.  
 
By default, the announcement played is: ’Announcement. No one is available to take your call. Thank you for calling. Goodbye!’ 

If you wish to change this announcement you can record your own message. To do this click on the announcement which will bring up a dialog box. Select the ‘Default’ drop down menu and click on ‘Custom’ where there are options to record your greeting: 

 

 
There are three options available to record your own greeting: 

 

For example, if you wish to record your message through your mobile phone, please select the ’Phone’ option and enter your contact number you wish to receive a call on. Once the calls is received record your message and save. 

Finally press ’Done’ and then ’Save’ again. 
 

Conferencing 
To make a conference call you require an MS Teams Audio Conferencing Licence.  To gain access to this facility a request will need to be raised through a Service Desk ticket. Please remember to provide your department budget code as well. The cost is £12. 

Once the licence has been enabled you can start inviting people to the conference by sending them a Microsoft Outlook Calendar invite.  
When creating the invite conference calling details will prepopulate in the body of the calendar invite. 

 

The conference attendees can use the ‘Dial in by phone’ information to join the call.  
The ‘Find a local number’ link provides local number if attendees are joining from another country. 

Managing queue calls 
If you are a member of any call queue you can control receiving calls from that queue. This is achieved in MS Teams Ringcentral by click on the ‘More Settings’ cog icon near top-right corner of the screen and selecting the ‘Accept queue calls’ toggle button. Turning it to the left disables the queue and to the right enables it. 
 
 

If you are a member of more than one Call queue you can manage the opting in-out of individual queues under the ‘Manage queues’ menu.