FREQUENTLY ASKED QUESTIONS

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  How can I change my outbound Caller ID?

  Occasionally, a user’s outbound caller ID will be set to (801) 422-0000 and in order to fix this (replace that with your extension) you must:

  1. Log into your RingCentral account (either in the desktop app or in the browser)
  2. Next, click the “Settings” icon in the bottom left corner.
  3. Then click the “Phone” tab and select “Default Caller ID.”
  4. Finally, replace the (801) 422-0000 phone number with your BYU phone number which will solve this issue.
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  How do I access the voicemail for my call queue?

  Only call queue managers will have access to the voicemails of their call queue and should be receiving emails with a copy of the messages being left.

  In addition to that, if you would like to check it through RingCentral you would go to service.ringcentral.com and sign in using your netID@byu.edu and the single-sign-on option.

  After that, click “Call Queue Management” from the dropdown menu in the top right corner of the screen. From there, click on the messages tab, and you will be able to see all your voicemails.

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  Why can't I make outbound calls?

  This is usually just because the user doesn’t have an emergency location set. To set a location:

  1. Log in to your RingCentral account (either in the desktop app or in the browser)
  2. Then click the “Settings” icon in the bottom left corner.
  3. Then click the “Phone” tab, and scroll down until you see“Emergency Location.”
  4. Click edit and then you then should be able to select your emergency location in a drop-down menu.
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  Why can't I see my number or make calls?

  It’s likely that you made a free account instead of using Single Sign On with yournetid@byu.edu.

  If this happens, you need to delete your free account so we can get you set up properly with a BYU-affiliated account.

  Once your account has been deleted, reach out to the Communications Support team (2-8863) to ensure that your account is set up correctly so you can log in without issue.

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  How do I forward my voicemails to my email?

  For step-by-step instructions, click here.

  If you are having problems, please call 2-4000 to contact BYU IT Support.

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  How can I block spam texts and/or calls?

  Unfortunately, there is no way to implement preemptive spam filters. However, there is a way that you can block numbers that have already texted and/or called you. You can achieve this by doing the following:

  1. Go to service.ringcentral.com and sign in using your netID@byu.edu and the single-sign-on option.
  2. Once signed in, you would go to settings, and then "Screening greeting and hold music".
  3. There you'll find 3 tabs: "Work Hours", "After Hours", and "Blocked Calls". In "blocked calls" you can type numbers that you wish to block. Once you save these settings, you will no longer receive any communication from those numbers.
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  Why do I have a 801-378-XXXX number?

  Individuals are generally assigned a 801-378-XXXX phone number when they are required to join a call queue. To establish a user account, RingCentral necessitates the provision of a phone number and extension. However, rather than allocating a 422 number, we assign them a temporary 378 number, as they will be initiating calls from the call queue's phone number instead of their personal line.

  It is important not to utilize this 378 number for making calls. To change your outbound Caller ID to match that of the Call Queue, kindly consult the Frequently Asked Questions section, specifically the inquiry titled "How can I change my outbound Caller ID?"