What is a virtual extension?
A virtual extension is an extension that is not tied to a phone. Virtual extensions forward incoming calls to mobile phones, extensions, or other external numbers and allow for limited outbound dialing.
Why are you now charging for active virtual extensions?
A virtual extension allows users to make limited outbound calls and provides access to many of the same features as a RingCentral digital line including RingCentral mobile app, RingCentral Glip, RingCentral Meetings, integrations and more. With this advanced functionality, customers have begun using virtual extensions, in the same way, they would a digital line.
How are you defining an active virtual extension?
A virtual extension that makes or receives any combination of five (5) or more qualified calls in a billing cycle is defined as an active extension.
Please note: Virtual extensions that are tied to a digital line or a Contact Center seat, and non-user extensions such as queues, limited extensions, or BLA groups will not be charged, regardless of usage
Which calls count toward the five (10) call monthly limit?
For Virtual Extensions without a Digital Line, the following calls count toward the five call limit:
Incoming calls answered on any RingCentral endpoint (ie: mobile app, web phone, etc).
Outbound calls made using RingOut - any RingOut from any endpoint.
Outbound calls made using mobile app (VOIP).
Incoming calls, manually forwarding to another extension.
Which calls do not count toward the five (10) call monthly limit?
Calls that do not count toward the five (5) call limit are:
Incoming calls that are not answered or go to voicemail.
Direct, internal calls made to or from another RingCentral extension.
Incoming and Outgoing Faxes.
Incoming and Outgoing Text Messages.
Reply with Message feature on the RingCentral Desktop and Mobile app
NOTE: This does not include forwarded calls, or calls across different accounts.
When does this take effect?
The rate changes will start with your May 2017 billing cycle. Charges for your May 2017 billing cycle will appear on your June 2017 statement.
What will be the cost of each active extension?
The cost of each active virtual extension will be the same as your accounts current cost per digital line. If you want to upgrade to a full digital line, please contact your RingCentral account manager.
How do I know which virtual extensions are active at any given time?
System administrators can log into their RingCentral account to see which virtual extensions will be billed (and each extensions usage details) under the billing tab.
How can I see how many active virtual extensions I have right now?
An email was sent to all administrators of the account indicating the number of active virtual extensions on your account. If you have any questions, please contact your account manager at 800-591-7973.
Does this mean the monthly billing on my extensions can vary?
Yes. Because the charges for virtual extensions are usage based, it is possible that the same virtual extension may be billed in one month but not in another if usage falls below the five call monthly limit.
What are the benefits of converting these extensions to digital lines?
By converting the virtual extension to a digital line, the end user will get full access to RingCentrals softphone or a desk phone and full outbound dialing. To convert your virtual extension to a digital line, please contact your account manager by calling 800-591-7973.