Good day. We recently merged with a firm that was a RingCentral client. Since then, we moved our firm to RingCentral too. While we are mostly using the softphone application and the smartphone app, there are times that having a desk phone or conference phone is helpful.
The company we merged with had about a dozen desk phones and one Polycom IP5000 conference phone. All of them were originally purchased through RingCentral on their account. We have tried to use these phones on our account with no luck and very little help from RC support. We've even reset them to factory and made sure the firmware was on the latest versions supported by RC. The support people say that this is "3rd party equipment" and they no longer appear to want to help us figure it out. We disagree since the old firm bought these from RC and we merged with them, we essentially purchased these from RC through association.
Also, I purchased several new, non-RC labeled IP5000's through Amazon and they worked flawlessly right out of the box. We think that somewhere deep inside RC's sometimes janky code, the MAC address of the old phones is associated to the old account and won't release it for our use. Support may not even be aware of this. Does anyone have a similar experience and what are your thoughts? Thanks.
The company we merged with had about a dozen desk phones and one Polycom IP5000 conference phone. All of them were originally purchased through RingCentral on their account. We have tried to use these phones on our account with no luck and very little help from RC support. We've even reset them to factory and made sure the firmware was on the latest versions supported by RC. The support people say that this is "3rd party equipment" and they no longer appear to want to help us figure it out. We disagree since the old firm bought these from RC and we merged with them, we essentially purchased these from RC through association.
Also, I purchased several new, non-RC labeled IP5000's through Amazon and they worked flawlessly right out of the box. We think that somewhere deep inside RC's sometimes janky code, the MAC address of the old phones is associated to the old account and won't release it for our use. Support may not even be aware of this. Does anyone have a similar experience and what are your thoughts? Thanks.