FAQ

Service Setup

How long does it take to activate a RingOffice SIP trunk?

SIP trunks can typically be activated same day or within 24 hours. Once you place an order, we setup a work order ticket to keep you informed as your order is processed.

How long does it take to activate a RingOffice Cloud Phone System?

Cloud Phone System are typically be activated within 1 to 3 business days. To speed up this process, please make sure you have completed our Requirement Template. Clearly defined requirement help to ensure a smooth deployment.

How long does it take receive my IP phones?

If the phones ordered are in stock, then you can expect delivery within 1 to 5 business days.

Network Readiness

Do RingOffice services depend on my local area network?

Yes. Since voice and video over IP runs on your internal data network, it is important to ensure you have a clean, reliable and secure data network. Your data network includes cabling, switches, routers, firewalls and Internet connections.

Will my Internet connection support RingOffice services?

Each active VoIP call requires approximately 100 kbps of upload/download capacity on your Internet connection. So an Internet connection with 1 Mbps upload speed and 1 Mbps download can handle 10 active voice calls. In addition to capacity, you should also check the quality of your Internet connection. We recommend that your connection have 0% packet loss and a low jitter value (preferably less than 10ms). You can test your Internet in advance or ask us to help you test to ensure your connection can support your communication needs.

Are RingOffice services secure?

RingOffice gives utmost priority to security. We design and proactively manage network and service platform security. We also recommend customers to make sure their networks and devices are secure and protected.

Self Serve

How do I access my RingOffice Customer Self-Care Portal?

To access the RingOffice Customer Self-Care Portal, login to http://customer.ringoffice.com with the login and password provided in your welcome email. If you have forgotten your login or password, email helpdesk@ringoffice.com for assistance.

How can I reset my RingOffice Customer Self-Care Portal password?

If you are unable to login to the portal, you can request a password reset by clicking on the ‘Password Recovery’ button or by emailing helpdesk@ringoffice.com to request a password reset. Sometimes after a password reset, you may need to clear your browser cache.

Where can I find a report of my call activity?

When you login to the RingOffice Customer Self-Care Portal, you will find recent call activity shown on the main Dashboard. If you need to find older call logs, you can click on the ‘Billing Information’ tab and then click on ‘Transactions’. Here you can enter a date range and view or download all call transactions in your given time window.

What is the time zone used for the Transaction Reports?

The time zone used in your call logs and transaction reports is the same as the region or time zone associated with your user login.

Number Porting

How can I port my number to RingOffice?

To port your number, you will need a completed/sign Letter of Authorization and a recent bill copy. For more details about our porting process, check out this article: http://ringoffice.com/how-to-port-your-telephone-number-to-ringoffice/

How long does it take to transfer a number?

Most number transfers typically take between 1 and 2 weeks to process. In some cases, it may be possible to expedite this process.

Why was my number transfer rejected?

Number transfers can be rejected for a number of reasons. The most common one is due to “Stranded Services”, which means your number is linked to some other services which would become stranded if your number was released.

Technical Support

Who do I ask if I have questions or need technical support for my RingOffice services?

Support resources are available on our support page at: http://ringoffice.com/support/. You can also open a ticket by emailing helpdesk@ringoffice.com

What information should I provide to speed up the resolution process?

Our helpdesk will need to know your name, company, contact number, email address, Phone Number or Account ID affected by the problem, description of the problem experienced, and most importantly a call sample. A Call Sample should always include source/caller number, destination/called number, and date/time of call.

When should I expect a response from the RingOffice Help Desk?

The RingOffice Help Desk responds to support tickets in order of severity so response times may vary from 1 to 4 hours. Non-critical issues are dealt with during normal business hours of Monday to Friday 9am to 6pm EST. Critical issues are addressed outside business hours.

Billing

How can I update my payment card for monthly billing?

From your Customer Self-Care Portal dashboard, click the “Billing Information” tab above and then click the “Payment Info” link in the left menu. Click “Edit” to change your saved credit card information and then click “Save”

Where can I download a copy of my past invoices?

From your Customer Self-Care Portal dashboard, click the “Billing Information” tab above and then click the “Invoices” link in the left menu.

Which types of calls are charged under Usage Charges?

All calls that are not covered within a Service Plan (or Volume Discount Plan) will be charged according to their respective destination rates. RingOffice to RingOffice calls and internal transfers are never charged.

Why is my first bill higher than expected?

Depending on when your services were activated, your first invoice will most likely contain activation fees and pro-rated billing for the first partial month in addition to billing for the following full month of service. RingOffice billing is monthly in advance so the following months’ invoices should be simpler.

I just paid my bill. Why is my balance not $0?

Balance is a moving target since it can change minute by minute due to call charges and other transactions on your account. For this reason, we always recommend for ease of accounting and reconciliation to just pay the invoice total that you receive from RingOffice at the start of the month. The invoice contains all transactions from the previous billing period.

Why does RingOffice manage credit limits so tightly?

While RingOffice employs many security and fraud prevention measures, credit limits are a valuable last line of defense against misuse of phone lines. We encourage customers to be vigilant about network and communication security. However in the unfortunate event of a security breach on a customer network or device, the credit limit serves to limit our customers’ liability for fraudulent call traffic by temporarily suspending service. So credit limits are for your protection.

911

Does RingOffice support 911 calling?

Yes. RingOffice supports VoIP 911. Customers must provide RingOffice their 911 service address. This is the address from which calls will be made using the specified number as Caller ID. Please note that VoIP 911 depends on your Internet working and your phone device being registered and ready to make calls. For more information about limitations of VoIP 911, please consult the “Emergency/9-1-1 Limitations” section of the RingOffice “Terms of Service” located here: http://ringoffice.com/terms-of-service/

How do I update my 911 service address?

If you move your phone or phone system to a new location, you must make sure to inform us of your new 911 service address. Please email your new 911 service address and corresponding phone number to helpdesk@RingOffice.com.