---
name: RingCentral Administration Expert
description: RingCentral phone system, IVR, call queue, auto attendant, call routing, extension, voicemail, call recording, phone number porting, E911, after hours, 10DLC, SMS compliance, ring group, call forwarding, fax, softphone, multi-site routing.
---

# RingCentral Administration Expert

This skill provides comprehensive reference knowledge for administering a RingCentral RingEX (formerly MVP) phone system for a multi-site manufactured housing community (MHP) property management operation. It covers multi-site architecture, IVR design, call queues, extension management, call recording compliance, after-hours routing, API integration, SMS compliance, E911 configuration, and HubSpot CRM integration. All information was researched from official RingCentral documentation, support articles, and developer guides as of March 2026. RingCentral rebranded MVP to RingEX in 2024; both names appear in documentation. Re-verify pricing and compliance requirements before making purchasing or legal decisions.

---

## Table of Contents

1. [Sunrise Phone System Architecture](#sunrise-phone-system-architecture)
2. [RingCentral Plans and Licensing](#ringcentral-plans-and-licensing)
3. [Multi-Site Configuration](#multi-site-configuration)
4. [IVR Design and Configuration](#ivr-design-and-configuration)
5. [Call Queue Management](#call-queue-management)
6. [Extension Management](#extension-management)
7. [Call Recording and Compliance](#call-recording-and-compliance)
8. [After-Hours Routing](#after-hours-routing)
9. [Auto-Attendant Configuration](#auto-attendant-configuration)
10. [RingCentral API Reference](#ringcentral-api-reference)
11. [Analytics and Reporting](#analytics-and-reporting)
12. [SMS and MMS Compliance](#sms-and-mms-compliance)
13. [E911 Configuration](#e911-configuration)
14. [Number Porting](#number-porting)
15. [HubSpot Integration](#hubspot-integration)
16. [Mobile App and Device Management](#mobile-app-and-device-management)
17. [Voicemail Management and Transcription](#voicemail-management-and-transcription)
18. [Fax Capabilities](#fax-capabilities)
19. [Call Forwarding and Presence Management](#call-forwarding-and-presence-management)
20. [Security Compliance and Retention](#security-compliance-and-retention)
21. [Role-Based Administration](#role-based-administration)
22. [Disaster Recovery and Business Continuity](#disaster-recovery-and-business-continuity)
23. [Decision Trees](#decision-trees)
24. [Common Gotchas](#common-gotchas)
25. [Procedures](#procedures)
26. [Troubleshooting](#troubleshooting)
27. [References](#references)

---

## Sunrise Phone System Architecture

### Organizational Overview

Sunrise Communities operates 25+ manufactured housing properties across 15+ states. The phone system must support:

- **Centralized administration** with local presence numbers at each property
- **Property office lines** with site-specific IVR menus (office hours, maintenance, payments)
- **Regional VP oversight** with call monitoring and analytics
- **After-hours maintenance hotline** with on-call rotation
- **Corporate office** lines for investor relations (HubSpot-integrated), HR, accounting
- **Emergency notification** capability across all sites

### Recommended Extension Plan

| Extension Range | Purpose | Example |
|----------------|---------|---------|
| 1000-1099 | Corporate office (HQ) | 1001 = Carlos (IT), 1002 = Kate (IR) |
| 1100-1199 | Regional VPs / Area Managers | 1100 = Ashley (RVP) |
| 2000-2999 | Property managers (by site code) | 2101 = Site 01 PM |
| 3000-3999 | Maintenance staff | 3101 = Site 01 Maintenance |
| 4000-4999 | Call queues | 4001 = General Inquiry Queue |
| 5000-5999 | IVR menus | 5001 = Main IVR |
| 6000-6999 | Shared line groups / Ring groups | 6001 = Site 01 Office Ring Group |
| 7000-7999 | Paging groups | 7001 = Site 01 All-Page |
| 8000-8999 | Common area phones | 8001 = Community Center |

### Core Routing Flow

```
Inbound Call → Main Number
  ├─ Business Hours → Site IVR
  │   ├─ Press 1: Leasing (→ Call Queue → PM)
  │   ├─ Press 2: Maintenance Request (→ Call Queue → Maintenance)
  │   ├─ Press 3: Pay Rent (→ External payment line or info prompt)
  │   ├─ Press 4: Office Hours / Directions (→ Announcement)
  │   ├─ Press 0: Operator (→ Ring Group → PM → RVP overflow)
  │   └─ No Input: Repeat menu, then → Voicemail
  ├─ After Hours → After-Hours IVR
  │   ├─ Press 1: Emergency Maintenance (→ On-Call Queue)
  │   ├─ Press 2: Leave Voicemail (→ Office VM)
  │   └─ No Input: After-hours greeting → Voicemail
  └─ Holiday → Holiday Greeting → Voicemail
```

### Admin Access Matrix

| Role | Access Level | Scope | Person |
|------|-------------|-------|--------|
| Super Admin | Full system access | All sites, billing, API | Carlos (IT) |
| Phone System Admin | Phone config, no billing | All sites | Carlos (IT) |
| Site Admin (custom) | Site-specific management | Assigned site(s) only | Ashley, RVPs |
| User Manager (custom) | Add/modify users at site | Assigned site(s) only | Regional staff |
| Standard User | Own extension settings | Own extension only | PMs, maintenance |

---

## RingCentral Plans and Licensing

### RingEX Plan Comparison (as of March 2026)

| Feature | Core ($20/user/mo annual) | Advanced ($25/user/mo annual) | Ultra ($35/user/mo annual) |
|---------|--------------------------|-------------------------------|---------------------------|
| Unlimited US/Canada calls | Yes | Yes | Yes |
| Business SMS | 25/user/month | 100/user/month | 200/user/month |
| Voicemail-to-text | Yes | Yes | Yes |
| Auto-receptionist / IVR | Single-level | Multi-level | Multi-level |
| Call queues | Basic | Advanced (whisper/barge) | Advanced |
| Call recording | On-demand only | Automatic | Automatic |
| HubSpot integration | No | Yes | Yes |
| Salesforce integration | No | Yes | Yes |
| Analytics | Basic | Advanced | Advanced |
| Video meetings | 100 participants | 100 participants | 200 participants |
| File/recording storage | Limited | Limited | Unlimited |
| Toll-free minutes | 100 | 1,000 | 10,000 |
| Internet fax | Yes | Yes | Yes |

**Monthly billing is ~33% more expensive** (Core: $30, Advanced: $35, Ultra: $45 per user/month).

### Sunrise Recommendation

**Advanced Plan** is the minimum viable tier for Sunrise because:
- Multi-level IVR is required for property-specific routing
- Automatic call recording needed for compliance (with state-specific config)
- HubSpot integration needed for investor call tracking
- Call monitoring (whisper/barge) needed for training and quality
- 100 SMS/user/month sufficient for property management communications

**Volume discounts** apply at 50+ users. Contact RingCentral sales for enterprise pricing. The Customer Engagement Bundle combines Ultra + Boosters for teams needing advanced queue features without full RingCX contact center licensing.

### License Types

| Type | Cost | Use For |
|------|------|---------|
| User extension | Per-plan pricing | PMs, maintenance, corporate staff |
| Limited extension | Free (included) | Common area phones, lobbies |
| Call queue | Free (included) | Routing groups (no separate license) |
| IVR menu | Free (included) | Auto-attendant menus |
| Shared line group | Free (included) | Ring groups |

---

## Multi-Site Configuration

### Enabling Multi-Site

Multi-site is available on all RingEX plans but must be enabled:
1. Admin Portal → Phone System → General Settings → Multi-Site
2. Toggle ON multi-site support
3. Main site is created automatically from existing configuration
4. Add additional sites for each property

**IMPORTANT:** Enabling multi-site is irreversible. Once activated, you cannot go back to single-site mode. Plan your site structure before enabling.

### Site Structure for Sunrise

Each property should be configured as a separate site:

| Field | Value | Notes |
|-------|-------|-------|
| Site Name | Property name (e.g., "Sunrise Estates - OH") | Include state abbreviation |
| Site Code | 2-digit numeric (01-99) | Used in extension numbering |
| Main Site Number | Local DID for that property | Ensures local caller ID |
| Caller ID | Site main number | Outbound calls show local number |
| Time Zone | Property's local time zone | Drives business hours logic |
| Business Hours | Property-specific schedule | Mon-Fri 9-5, or custom |
| Emergency Address | Physical property address | Required for E911 compliance |

### Site Setup Steps

1. **Admin Portal → Phone System → Sites → Add Site**
2. Enter site name, code, and time zone
3. Assign a main company number (local DID) to the site
4. Configure business hours for the site
5. Set up site-specific auto-receptionist / IVR
6. Assign extensions (users) to the site
7. Configure E911 address for the site
8. Set site-specific caller ID rules

### Multi-Site Caller ID Behavior

- **Outbound calls** from a site extension use the site's main number as caller ID by default
- **Users can be assigned** to override with their direct number
- **Call queues** display the queue's assigned number
- **Important:** Residents see the local property number, NOT the corporate HQ number

### Cross-Site Capabilities

- Extensions can call other extensions across sites using short dial codes
- Call queues can include members from multiple sites
- IVR can route to any extension at any site
- Admins with multi-site access can manage all or selected sites
- Site-specific reporting available in Analytics

### Site Admin Roles

For multi-site accounts, custom roles can be scoped to specific sites:
1. Admin Portal → Users → Roles → Create Custom Role
2. Set permissions (phone system, user management, etc.)
3. Under "Site Access," select specific sites (not "All Sites")
4. Assign role to RVPs/area managers

This allows Ashley and RVPs to manage their assigned properties without accessing other sites.

---

## IVR Design and Configuration

### IVR Design Principles for Property Management

1. **Keep menus short** — Maximum 4-5 options per level. Residents calling are often frustrated or in a hurry (maintenance emergencies, payment questions).
2. **Most common options first** — Maintenance and payment inquiries should be Press 1 and Press 2.
3. **Always offer operator escape** — Press 0 for a live person at every menu level.
4. **Bilingual support** — If properties serve Spanish-speaking residents, add "Para Espanol, oprima 9" as the first prompt option.
5. **Announce estimated wait times** — For call queues, enable hold time announcements.
6. **Update prompts seasonally** — Holiday hours, seasonal maintenance reminders, rent increase notices.

### Creating an IVR Menu

**Admin Portal → Phone System → IVR Menus → Create IVR Menu**

1. Name the IVR (e.g., "Sunrise Estates OH - Main IVR")
2. Assign an extension number (5xxx range)
3. Record or upload greeting prompt (MP3 or WAV format)
4. Configure key press actions:

| Key | Action Type | Destination |
|-----|------------|-------------|
| 1 | Connect to extension | Maintenance Call Queue (ext 4xxx) |
| 2 | Connect to extension | Leasing/Office Call Queue (ext 4xxx) |
| 3 | External transfer or announcement | Payment info line |
| 4 | Announcement (play and return) | Office hours and address |
| 9 | Connect to IVR | Spanish-language IVR submenu |
| 0 | Connect to extension | Office ring group (ext 6xxx) |
| * | Dial by name directory | Company directory |

5. Set timeout action (no key pressed): Replay prompt once, then route to voicemail or operator
6. Set invalid key action: "That is not a valid option. Please try again."

### Multi-Level IVR Structure

RingEX Advanced/Ultra supports multi-level IVR trees. Example:

```
Level 1: Main IVR (ext 5001)
  ├─ 1 → Level 2: Maintenance IVR (ext 5010)
  │   ├─ 1 → Emergency maintenance queue
  │   ├─ 2 → Non-emergency maintenance queue
  │   └─ 0 → Back to main menu
  ├─ 2 → Leasing queue
  ├─ 3 → Payment information (announcement)
  ├─ 4 → Office hours (announcement)
  ├─ 9 → Spanish IVR (ext 5002)
  └─ 0 → Operator (ring group)
```

### IVR Prompt Recording Options

| Method | How | Best For |
|--------|-----|----------|
| Text-to-Speech | Type text in Admin Portal | Quick drafts, testing |
| Self-Record via Phone | Admin Portal → Record → calls your phone | Natural voice without studio |
| Upload File | MP3 or WAV, < 20MB | Professional studio recordings |
| Record from Computer | Uses computer microphone | Quick custom prompts |

**Professional recording tip:** For a consistent, polished brand voice across all 25+ properties, commission a single voice actor to record a template set. Use property-specific variables (property name, address, office hours) for each site.

### IVR Validation

RingCentral includes a built-in IVR validation tool that checks for:
- References to non-existent extensions
- Missing prompts or greetings
- Orphaned menu branches (no routing destination)
- Circular routing loops

**Always run validation after making IVR changes.**

---

## Call Queue Management

### Queue Types and When to Use Them

| Feature | Call Queue | Ring Group | Shared Line Group |
|---------|-----------|------------|-------------------|
| Queuing | Yes (holds callers in line) | No (busy signal if all busy) | No |
| Wait music / announcements | Yes | No | No |
| Overflow rules | Yes | Limited | No |
| Agent status tracking | Yes | No | No |
| Analytics/reporting | Detailed | Basic | Basic |
| Best for | Maintenance hotline, leasing | Small office (2-3 people) | Front desk shared line |

### Call Queue Routing Strategies

| Strategy | Behavior | Use Case |
|----------|----------|----------|
| **Rotating** | Cycles through agents starting after last answered | Even distribution across PMs |
| **Simultaneous** | Rings all agents at once | Small teams, fastest answer |
| **Sequential** | Rings agents in fixed order | Primary PM first, then backup |
| **Longest idle** | Routes to agent who waited longest | Fair distribution for larger teams |
| **Weighted** | Percentage-based distribution | Senior PM gets more calls |

### Sunrise Queue Configuration

| Queue Name | Ext | Strategy | Members | Max Wait | Overflow |
|------------|-----|----------|---------|----------|----------|
| Site 01 Office | 4101 | Simultaneous | Site PM + assistant | 120 sec | RVP voicemail |
| Site 01 Maintenance | 4201 | Sequential | Maintenance tech → PM | 90 sec | After-hours on-call |
| Leasing General | 4301 | Rotating | All leasing agents | 180 sec | Voicemail + email |
| Emergency Maintenance | 4900 | Simultaneous | On-call rotation | 60 sec | External cell |
| Investor Relations | 4500 | Sequential | Kate → Chiqui | 120 sec | Voicemail + HubSpot log |

### Queue Settings Detail

For each queue, configure:

1. **Max callers in queue:** 10-25 (property size dependent)
2. **Max wait time:** 60-180 seconds before overflow action
3. **Hold music:** Custom or default (consider branded hold messages with rent payment reminders, community events)
4. **Comfort message:** "Your call is important to us. A team member will be with you shortly." (play every 30-60 seconds)
5. **Position announcement:** "You are caller number X in the queue" (optional, enable for larger queues)
6. **Overflow action options:**
   - Transfer to another queue (escalation)
   - Transfer to voicemail
   - Transfer to external number
   - Play announcement and disconnect
   - Offer callback (requires RingCX add-on)

### Queue Overflow Configuration

1. **Admin Portal → Phone System → Call Queues → [Queue] → Overflow**
2. Enable overflow queue
3. Add overflow members (e.g., RVP, neighboring site PM)
4. Set overflow trigger: "When primary members are all busy"
5. Overflow routing: `WaitPrimaryAndOverflowMembers` rings overflow group if primary queue members are unavailable

### Agent Queue Membership

- Agents can belong to multiple queues simultaneously
- Agents can toggle queue membership on/off (agent opt-in/opt-out)
- Admins can allow agents to handle multiple concurrent queue calls (enable in queue settings)
- Queue membership does not require a separate license

---

## Extension Management

### Extension Types in RingEX

| Type | Description | License Required | Use Case |
|------|-------------|-----------------|----------|
| **User** | Full user with phone, messaging, video | Yes (per-plan) | PMs, staff, corporate |
| **Limited** | Common area phone, no user features | No (free) | Community center, gate phone |
| **Virtual** | No physical device, forwarding only | Yes | Remote workers, forwarding |
| **Announcement** | Plays recorded message | No (free) | Hours, directions, payment info |
| **Call Queue** | ACD queue extension | No (free) | Routing groups |
| **IVR Menu** | Auto-attendant menu | No (free) | Phone tree menus |
| **Shared Line Group** | Shared appearance | No (free) | Front desk, small office |
| **Paging Group** | Overhead paging | No (free) | Maintenance broadcast |
| **Park Location** | Call park orbit | No (free) | Hold/retrieve from any phone |

### Creating a New User Extension

1. **Admin Portal → Users → Add User**
2. Enter name, email, site assignment
3. Assign extension number (from site range)
4. Select device: desk phone, softphone, or both
5. Set role and permissions
6. Configure call handling rules (ring duration, forwarding)
7. Set voicemail greeting
8. Assign to call queues as needed
9. Send welcome email with setup instructions

### User Settings Checklist

| Setting | Recommended Default | Notes |
|---------|-------------------|-------|
| Caller ID | Site main number | Local presence |
| Ring duration | 4 rings (20 seconds) | Before forwarding |
| Missed call action | Forward to voicemail | Standard |
| Voicemail greeting | Custom per user | Professional greeting |
| Voicemail-to-email | Enabled | Sends audio + transcription |
| Call recording | Per compliance rules | See compliance section |
| Presence status | Automatic | Syncs with app/phone status |
| Do Not Disturb | User-controlled | Manual toggle |
| Call forwarding | Mobile app as secondary | Ensures reachability |
| International calling | Disabled | Enable per-request only |

### Bulk User Management

For adding multiple users (e.g., onboarding a new property):
- **CSV import:** Admin Portal → Users → Add Users → Upload CSV
- **API bulk creation:** Use POST `/restapi/v1.0/account/~/extension` (see API section)
- **Template:** Create a user template with standard settings, apply to new users

### Extension Number Reassignment

When a PM leaves and a replacement is hired:
1. Do NOT delete the old extension (loses call log history)
2. Reassign the extension to the new user
3. Update voicemail greeting
4. Update name in directory
5. Re-record any IVR prompts that reference the person by name
6. Update call queue memberships

---

## Call Recording and Compliance

### State Consent Law Matrix

**CRITICAL: Sunrise operates in 15+ states. Recording configuration must account for the strictest applicable law when calls cross state lines. When in doubt, announce recording to all parties.**

#### All-Party (Two-Party) Consent States

All parties to the conversation must consent to recording. These states require explicit notification and consent before recording begins.

| State | Statute | In Sunrise Portfolio? | Notes |
|-------|---------|----------------------|-------|
| **California** | Cal. Penal Code 632 | No | "Confidential" conversations; up to $2,500 fine per violation |
| **Connecticut** | Conn. Gen. Stat. 52-570d | No | Criminal = one-party, Civil = all-party. Treat as all-party. |
| **Delaware** | Del. Code tit. 11, 2402 | No | All-party for telephone conversations |
| **Florida** | Fla. Stat. 934.03 | **Yes** | Felony to record without all-party consent; up to 5 years |
| **Illinois** | 720 ILCS 5/14-1 | **Yes** | Eavesdropping Act; all-party consent required |
| **Maryland** | Md. Code, Cts. & Jud. Proc. 10-402 | **Yes** | Felony; up to 5 years in prison; very strict enforcement |
| **Massachusetts** | Mass. Gen. Laws ch. 272, 99 | No | Strictest in US; criminal penalty; no exceptions |
| **Michigan** | Mich. Comp. Laws 750.539c | No | All-party consent for private conversations |
| **Montana** | Mont. Code 45-8-213 | No | All-party consent required |
| **New Hampshire** | N.H. Rev. Stat. 570-A:2 | No | All-party consent; felony violation |
| **Pennsylvania** | 18 Pa. C.S. 5703 | **Yes** | Felony; up to 7 years; very strict |
| **Washington** | Wash. Rev. Code 9.73.030 | No | All-party consent; private conversations |

#### One-Party Consent States (Sunrise Portfolio Confirmed)

One party (including the recording party) must consent. Recording is legal if you are a party to the call and consent to the recording.

| State | Statute | In Portfolio? |
|-------|---------|--------------|
| **Ohio** | Ohio Rev. Code 2933.52 | **Yes** |
| **Indiana** | Ind. Code 35-33.5-5-4 | Check |
| **Texas** | Tex. Penal Code 16.02 | Check |
| **North Carolina** | N.C. Gen. Stat. 15A-287 | Check |
| **South Carolina** | S.C. Code 17-30-30 | Check |
| **Georgia** | Ga. Code 16-11-62 | Check |
| **Alabama** | Ala. Code 13A-11-31 | Check |
| **Kentucky** | Ky. Rev. Stat. 526.010 | Check |
| **Tennessee** | Tenn. Code 39-13-601 | Check |
| **Virginia** | Va. Code 19.2-62 | Check |
| **West Virginia** | W.Va. Code 62-1D-3 | Check |
| **New York** | N.Y. Penal Law 250.00 | Check |
| **New Jersey** | N.J. Stat. 2A:156A-4 | Check |
| **Minnesota** | Minn. Stat. 626A.02 | Check |
| **Iowa** | Iowa Code 808B.2 | Check |
| **Wisconsin** | Wis. Stat. 968.31 | Check |
| **Colorado** | Colo. Rev. Stat. 18-9-303 | Check |
| **Arizona** | Ariz. Rev. Stat. 13-3005 | Check |

#### Cross-State Call Rule

**When a call crosses state lines, the strictest law applies.** If a resident in Florida (all-party) calls the corporate office in Ohio (one-party), all-party consent applies. This means:

- **Safest approach:** Configure a recording announcement on ALL inbound calls system-wide
- **Alternative:** Use geolocation/caller ID area code to apply recording rules per-state (complex, error-prone)
- **Sunrise recommendation:** Play a universal recording announcement: "This call may be recorded for quality and training purposes. By continuing, you consent to recording."

### RingCentral Recording Configuration

#### Automatic Recording (Advanced/Ultra Plans)

1. **Admin Portal → Phone System → Call Recording**
2. **Account-level setting:** Enable automatic recording for all calls, inbound only, or outbound only
3. **Per-extension override:** Can disable recording for specific users or sites
4. **Announcement options:**
   - Play announcement to all parties (recommended for all-party states)
   - Play announcement to external party only
   - No announcement (one-party states only, if your company is the consenting party)

#### Recording Settings Matrix for Sunrise

| Site State | Recording | Announcement | Configuration |
|------------|-----------|--------------|---------------|
| OH (one-party) | Automatic | Recommended (play to external) | Standard |
| PA (all-party) | Automatic | **REQUIRED** (play to all) | Must enable |
| FL (all-party) | Automatic | **REQUIRED** (play to all) | Must enable |
| IL (all-party) | Automatic | **REQUIRED** (play to all) | Must enable |
| MD (all-party) | Automatic | **REQUIRED** (play to all) | Must enable |
| All other sites | Automatic | Recommended (play to external) | Standard |

**RECOMMENDED: Apply the all-party standard universally.** The legal risk of a missed configuration in a two-party state far outweighs the minor friction of a recording announcement. Use a single, consistent policy across all sites.

#### Recording Access and Retention

- **Storage:** Advanced = limited storage; Ultra = unlimited
- **Access:** Super Admin and Phone System Admin by default
- **Download:** Recordings downloadable as MP3 from Admin Portal or via API
- **Retention:** Configure retention period (30, 60, 90, 180 days, 1 year, or unlimited)
- **Legal hold:** Can be applied to preserve recordings during litigation (see Security section)

#### PCS Call Recording Compliance Add-On

RingCentral partners with Palitto Consulting Services (PCS) for advanced compliance:
- Automatically applies recording rules based on caller/callee state
- Only records calls in one-party consent states (or where consent is confirmed)
- Eliminates manual per-site configuration
- Available via RingCentral App Gallery

---

## After-Hours Routing

### After-Hours Strategy for Property Management

Property management requires 24/7 reachability for emergencies while protecting staff from non-urgent calls outside business hours.

### Configuration Layers

| Time Period | Routing | Greeting |
|-------------|---------|----------|
| Business hours | Normal IVR → queues → staff | Standard welcome greeting |
| After hours (evenings/weekends) | After-hours IVR | "Our office is currently closed..." |
| Holidays | Holiday greeting → voicemail only | Holiday-specific message |
| Emergency override | Direct to on-call | "For emergencies, press 1 now" |

### After-Hours IVR Design

```
After-Hours IVR
├─ Press 1: Emergency Maintenance
│   → "If you have a maintenance emergency such as flooding, gas leak,
│      or no heat, press 1 to reach our on-call maintenance team."
│   → Routes to Emergency Maintenance Queue (ext 4900)
│   → Queue rings on-call rotation cell phones
│   → If no answer after 60 sec: forwards to backup on-call
│   → If still no answer: voicemail + SMS alert to RVP
├─ Press 2: Leave a Message
│   → Routes to office voicemail
│   → "Please leave a message and we will return your call
│      during the next business day."
└─ No Input / Timeout:
    → Repeats greeting once
    → Then routes to office voicemail
```

### On-Call Rotation Setup

RingCentral does not have native on-call rotation scheduling. Options:

**Option A: Manual Weekly Update**
1. Create a call queue for emergency maintenance
2. Each week, update queue members to include only the on-call person
3. Set forwarding to on-call person's cell phone
4. Drawback: Requires manual admin action weekly

**Option B: Custom Rules by Date Range**
1. Create custom answering rules for each on-call period
2. Set specific date ranges (e.g., Mon-Sun for each week)
3. Route to specific external number for that date range
4. More setup upfront but less ongoing maintenance

**Option C: External On-Call Service + RingCentral**
1. After-hours IVR routes emergency calls to answering service
2. Answering service dispatches based on on-call calendar
3. Most reliable for 25+ site operations
4. Adds cost but eliminates admin burden

**Option D: API-Driven Rotation**
1. Build a simple script that updates queue membership via RingCentral API
2. Script reads from Google Calendar or Sheets on-call schedule
3. Runs daily via cron to update routing
4. Best long-term solution for Sunrise scale

### Holiday Schedule Configuration

1. **Admin Portal → Phone System → Company Hours → Holiday Hours**
2. Add holidays with specific dates (not recurring by default -- re-add annually):
   - New Year's Day
   - Memorial Day
   - Independence Day
   - Labor Day
   - Thanksgiving (Thursday + Friday)
   - Christmas Eve (half day)
   - Christmas Day
3. For each holiday, configure:
   - Custom greeting: "Happy holidays from Sunrise Communities..."
   - Routing: voicemail (non-emergency) + emergency maintenance queue
4. **Apply to:** Company-wide or per-site

### Emergency Notification Chain

For critical property emergencies (fire, flood, gas leak):

```
Resident calls emergency line
  → On-call maintenance answers
  → If severity HIGH:
    → On-call texts RVP
    → RVP escalates to Carlos / Sam as needed
    → RingCentral SMS broadcast to affected residents (if 10DLC compliant)
```

---

## Auto-Attendant Configuration

### Auto-Receptionist vs. IVR

| Feature | Auto-Receptionist | Multi-Level IVR |
|---------|-------------------|-----------------|
| Menu depth | Single level | Multiple levels (nested) |
| Plan required | Core (all plans) | Advanced / Ultra |
| Complexity | Simple (4-5 options) | Complex (trees, sub-menus) |
| Best for | Small office, single site | Multi-site, departmental routing |

### Auto-Receptionist Setup

1. **Admin Portal → Phone System → Auto-Receptionist**
2. Set company greeting (business hours)
3. Set after-hours greeting
4. Configure key press assignments
5. Enable dial-by-name directory (Press *)
6. Configure timeout and invalid-key behavior

### Greeting Best Practices

**Business Hours Script Template:**
> "Thank you for calling [Property Name], a Sunrise Communities property. For maintenance requests, press 1. For leasing information, press 2. To make a payment, press 3. For office hours and directions, press 4. Para Espanol, oprima 9. To reach a team member by name, press star. To speak with someone directly, press 0 or stay on the line."

**After-Hours Script Template:**
> "Thank you for calling [Property Name]. Our office is currently closed. Office hours are Monday through Friday, 9 AM to 5 PM. If you have a maintenance emergency such as flooding, no heat, or a gas leak, press 1 to reach our on-call team. To leave a message, press 2. We will return your call on the next business day."

### Dial-By-Name Directory

- Enabled via auto-receptionist settings (Press * to access)
- Searches by last name or first name (configurable)
- Users can opt out of directory listing (privacy setting per extension)
- Useful for residents who know their PM's name but not extension

---

## RingCentral API Reference

### API Overview

RingCentral provides a comprehensive REST API for programmatic management of the phone system. Key capabilities:
- User and extension management
- Call control (make, answer, transfer, hold, record)
- Call log retrieval
- SMS sending and management
- Voicemail access
- Analytics data export
- Webhook and WebSocket event subscriptions

### Authentication

| Method | Use Case | Token Lifetime |
|--------|----------|---------------|
| **OAuth 2.0 Authorization Code** | User-interactive apps | Access: 1 hour, Refresh: 7 days |
| **JWT (JSON Web Token)** | Server-to-server automation | Access: 1 hour, Refresh: indefinite |
| **Client Credentials** | Service-to-service (no user context) | Access: 1 hour |

**Recommended for Sunrise:** JWT authentication for all automated scripts (on-call rotation, reporting, HubSpot sync). Create a dedicated service account with appropriate permissions.

### Key API Endpoints

#### Account and Extensions
```
GET  /restapi/v1.0/account/~                          # Account info
GET  /restapi/v1.0/account/~/extension                 # List all extensions
GET  /restapi/v1.0/account/~/extension/{extensionId}   # Get extension details
POST /restapi/v1.0/account/~/extension                 # Create new extension
PUT  /restapi/v1.0/account/~/extension/{extensionId}   # Update extension
```

#### Call Log
```
GET  /restapi/v1.0/account/~/extension/~/call-log      # Extension call log
GET  /restapi/v1.0/account/~/call-log                   # Account-wide call log
GET  /restapi/v1.0/account/~/extension/~/active-calls   # Active calls for extension
GET  /restapi/v1.0/account/~/active-calls               # All active calls
```

Query parameters: `dateFrom`, `dateTo`, `type` (Voice|Fax), `direction` (Inbound|Outbound), `view` (Simple|Detailed)

#### Telephony Sessions (Call Control)
```
GET  /restapi/v1.0/account/~/telephony/sessions/{sessionId}           # Get session
POST /restapi/v1.0/account/~/telephony/sessions/{sessionId}/parties/{partyId}/transfer  # Transfer
POST /restapi/v1.0/account/~/telephony/sessions/{sessionId}/parties/{partyId}/hold      # Hold
POST /restapi/v1.0/account/~/telephony/sessions/{sessionId}/parties/{partyId}/unhold    # Unhold
POST /restapi/v1.0/account/~/telephony/sessions/{sessionId}/parties/{partyId}/recordings # Start recording
```

#### SMS/MMS
```
POST /restapi/v1.0/account/~/extension/~/sms           # Send SMS
GET  /restapi/v1.0/account/~/extension/~/message-store  # List messages
GET  /restapi/v1.0/account/~/extension/~/message-store/{messageId}  # Get message
```

#### Voicemail
```
GET  /restapi/v1.0/account/~/extension/~/message-store?messageType=VoiceMail  # List voicemails
GET  /restapi/v1.0/account/~/extension/~/message-store/{id}/content/{attachmentId}  # Download audio
```

#### Call Queues
```
GET  /restapi/v1.0/account/~/call-queues                # List call queues
GET  /restapi/v1.0/account/~/call-queues/{groupId}/members  # Queue members
PUT  /restapi/v1.0/account/~/call-queues/{groupId}/members  # Update members
```

#### Answering Rules
```
GET  /restapi/v1.0/account/~/extension/~/answering-rule          # List rules
POST /restapi/v1.0/account/~/extension/~/answering-rule          # Create rule
GET  /restapi/v1.0/account/~/extension/~/answering-rule/{ruleId} # Get rule
PUT  /restapi/v1.0/account/~/extension/~/answering-rule/{ruleId} # Update rule
```

### Event Subscriptions (Webhooks and WebSockets)

**Webhook registration:**
```
POST /restapi/v1.0/subscription
{
  "eventFilters": [
    "/restapi/v1.0/account/~/extension/~/telephony/sessions",
    "/restapi/v1.0/account/~/extension/~/message-store"
  ],
  "deliveryMode": {
    "transportType": "WebHook",
    "address": "https://your-server.com/webhook"
  }
}
```

**Common event filters:**
- `/restapi/v1.0/account/~/telephony/sessions` — All call events (account)
- `/restapi/v1.0/account/~/extension/{extId}/telephony/sessions` — Extension call events
- `/restapi/v1.0/account/~/extension/~/message-store` — New messages (VM, SMS, fax)
- `/restapi/v1.0/account/~/extension/~/presence` — Presence status changes

**WebSocket alternative:**
- More reliable than webhooks (no public URL needed)
- Connect to `wss://ws-api.ringcentral.com/ws`
- Same event filters as webhooks
- Better for real-time dashboards and monitoring

### API Rate Limits

| Endpoint Category | Rate Limit | Notes |
|-------------------|------------|-------|
| Light (reads) | 50 req/min | Call log, extensions |
| Medium (writes) | 40 req/min | Updates, creates |
| Heavy (bulk) | 10 req/min | Bulk operations |
| SMS | 50 msg/min | Per extension |

### Sunrise API Use Cases

| Use Case | Endpoints | Integration |
|----------|-----------|-------------|
| On-call rotation automation | PUT call-queues/members | Cron + Google Sheets |
| Call volume reporting | GET call-log | Monthly KPI export |
| Missed call alerts | WebSocket telephony sessions | Slack notification |
| HubSpot call logging | GET call-log + HubSpot API | Sync script |
| Voicemail transcription feed | GET message-store | Email or Slack |
| Emergency broadcast SMS | POST sms | Emergency notification |

---

## Analytics and Reporting

### RingEX Analytics Portal

Access: **Admin Portal → Analytics**

### Available Reports

| Report | Metrics | Use For |
|--------|---------|---------|
| **Call Volume** | Total calls, inbound/outbound, by site/queue | Staffing decisions |
| **Queue Performance** | Wait time, abandon rate, service level | Queue optimization |
| **Agent Performance** | Calls handled, avg talk time, hold time | PM accountability |
| **Missed Calls** | Missed call count, time, by extension | Coverage gaps |
| **Call Quality** | MOS score, jitter, packet loss | Network issues |
| **Adoption** | App usage, device types, feature usage | Rollout tracking |

### Key Metrics for Property Management

| Metric | Target | Why It Matters |
|--------|--------|---------------|
| **Average speed of answer** | < 30 seconds | Resident satisfaction |
| **Abandon rate** | < 5% | Missed maintenance requests |
| **First call resolution** | > 80% | Resident experience |
| **After-hours call volume** | Track trend | Staffing/on-call adjustments |
| **Voicemail response time** | < 4 hours | SLA compliance |
| **Missed call rate** | < 10% | Property responsiveness |

### Custom Report Configuration

1. **Admin Portal → Analytics → Custom Reports**
2. Select date range, site(s), extension(s)
3. Choose metrics and dimensions
4. Schedule automated delivery (daily, weekly, monthly)
5. Export to CSV for further analysis

### Live Reports (Real-Time Monitoring)

Available on Advanced/Ultra plans:
- Real-time queue status (calls waiting, agents available)
- Active call count across all sites
- Alert thresholds (e.g., notify if queue exceeds 5 callers)
- Dashboard view for operations center

### QoS (Quality of Service) Reports

Monitor call quality across sites:
- **MOS score** (Mean Opinion Score): Target > 3.5 (1-5 scale)
- **Jitter:** Target < 30ms
- **Packet loss:** Target < 1%
- Low scores indicate network issues at specific property sites (common with rural MHP broadband)

---

## SMS and MMS Compliance

### 10DLC Registration (Required)

Since February 1, 2025, US carriers **block all unregistered 10DLC business messaging**. Registration is mandatory.

#### Registration Process

1. **Brand Registration** (via The Campaign Registry / TCR)
   - Company legal name, EIN, address, website
   - Business type: Property Management
   - Takes 1-5 business days for approval

2. **Campaign Registration**
   - Campaign type: Customer care / Property management notifications
   - Use case description: Maintenance updates, lease communications, payment reminders
   - Sample messages (provide 3-5 examples)
   - Opt-in method description (how residents consent to receive texts)
   - Takes 5-15 business days

3. **RingCentral TCR Submission**
   - **Admin Portal → Phone System → SMS Registration**
   - Submit brand and campaign details through RingCentral's portal
   - RingCentral claims 20-30 business days; real-world can take months
   - Track status via support tickets

#### IMPORTANT: Start TCR registration EARLY. Do not wait until SMS is needed -- begin registration as soon as the RingCentral account is provisioned.

### TCPA Compliance Requirements

| Requirement | Details | Sunrise Implementation |
|-------------|---------|----------------------|
| **Prior express consent** | Written consent before sending marketing texts | Lease agreement opt-in clause |
| **Opt-in mechanism** | Clear, documented consent process | Lease signing + online portal |
| **Opt-out honoring** | Must honor within 10 business days | Auto-STOP keyword processing |
| **Quiet hours** | No texts before 8 AM or after 9 PM (recipient local time) | Configure send windows |
| **Content requirements** | Business name, opt-out instructions | Include in every message |
| **Record retention** | Keep consent records for 5 years | Document in lease file |

### Penalties

- **$500 per violation** (negligent)
- **$1,500 per violation** (willful)
- Class action lawsuits common for TCPA violations

### SMS Use Cases for Sunrise

| Use Case | Type | Compliance Level |
|----------|------|-----------------|
| Maintenance appointment confirmation | Transactional | Prior consent via lease |
| Rent payment reminder | Transactional | Prior consent via lease |
| Emergency notification (pipe burst, etc.) | Emergency | Implied consent |
| Community event promotion | Marketing | Explicit written opt-in |
| Lease renewal notice | Transactional | Prior consent via lease |

### Message Templates

**Maintenance Confirmation:**
> "Sunrise Communities: Your maintenance request #[ID] is scheduled for [DATE] between [TIME]. Reply STOP to opt out of text notifications."

**Rent Reminder:**
> "Sunrise Communities: Friendly reminder that rent of $[AMOUNT] is due on [DATE]. Pay online at [URL]. Reply STOP to opt out."

---

## E911 Configuration

### Compliance Requirements

**Kari's Law (effective Feb 2020):**
- All multi-line telephone systems must allow direct 911 dialing without prefix
- Must provide notification to a designated on-site person when 911 is dialed
- Up to 5 notification recipients per location

**RAY BAUM's Act (effective Jan 2022):**
- Must provide "dispatchable location" information with 911 calls
- Includes street address AND additional info (building, floor, suite)
- Applies to fixed phones, softphones, and mobile apps

### RingCentral E911 Configuration

#### Per-Site Setup

1. **Admin Portal → Phone System → Emergency Calling → E911 Addresses**
2. For each site/property:
   - Enter the physical street address of the property office
   - Add sub-locations if multiple buildings (e.g., "Community Center," "Maintenance Shop")
   - Verify address with MSAG (Master Street Address Guide) database
3. **E911 Notifications:**
   - Add up to 5 users per location to receive alerts
   - Notification methods: on-screen alert, phone call, SMS
   - Recommended: PM + RVP + maintenance supervisor

#### Device-to-Location Mapping

| Device Type | E911 Address Source | Action Required |
|-------------|-------------------|-----------------|
| Desk phone (fixed) | Registered site address | Set during provisioning |
| Softphone (desktop) | Nomadic E911 | User must update if location changes |
| Mobile app | Device GPS or user-set address | Enable Nomadic E911 |
| Common area phone | Fixed to site address | Set during provisioning |

#### Nomadic E911

For staff who use softphones or mobile apps from varying locations:

1. **Admin Portal → Phone System → Emergency Calling → Nomadic E911**
2. Enable globally or per-extension
3. Options:
   - **Prompt users** to confirm/update address on login
   - **Wireless Access Point mapping** (auto-detect location by WiFi)
   - **IP Address Range mapping** (assign location by network)
   - **Switch mapping** (assign location by Ethernet switch port)

**For Sunrise:** Enable Nomadic E911 globally. Property managers who work from home or travel between sites must update their E911 address when they relocate.

### E911 Maintenance Checklist

- [ ] Verify E911 address for each property site quarterly
- [ ] Update when property address changes or new buildings added
- [ ] Test 911 notification recipients annually
- [ ] Ensure all new hires' devices have correct E911 address
- [ ] Document E911 addresses in property operations manual
- [ ] Update when property manager changes (notification recipient)

---

## Number Porting

### Porting Process Overview

| Step | Timeline | Action |
|------|----------|--------|
| 1. Gather info | Day 0 | Collect current provider account details |
| 2. Submit port request | Day 1 | Via Admin Portal → Numbers → Port |
| 3. RingCentral review | Days 2-5 | Validates info against losing carrier |
| 4. FOC (Firm Order Confirmation) | Days 5-10 | Losing carrier confirms transfer date |
| 5. Port execution | Day 10-20 | Number transfers to RingCentral |
| 6. Verification | Port day | Test inbound and outbound calls |

### Information Required

| Item | Details | Where to Find |
|------|---------|---------------|
| Phone numbers | All numbers to port | Current phone bill |
| Account number | With current carrier | Bill or carrier support |
| PIN/passcode | Security PIN | Carrier account settings |
| Authorized name | Account holder name | Must match exactly |
| Service address | Address on file with carrier | Must match exactly |
| Current carrier name | Provider name | Bill header |
| LOA (Letter of Authorization) | RingCentral provides template | Sign and submit |

### Common Porting Issues

| Issue | Cause | Prevention |
|-------|-------|------------|
| **Rejected port** | Info mismatch (name, address, PIN) | Verify ALL details match carrier records exactly |
| **Delayed port** | Missing LOA or incomplete info | Submit complete package upfront |
| **Lost number** | Canceled old account before port completes | **NEVER cancel old service until port is confirmed** |
| **Partial port** | Some numbers in different account | Ensure all numbers on same account, or submit separate ports |
| **Toll-free delays** | Toll-free numbers take longer | Allow 15-30 business days |
| **Port-back difficulties** | Porting away from RingCentral | Keep RingCentral account active during port-out |

### Porting Strategy for Sunrise (Multi-Site)

1. **Phase by region:** Port one region at a time, not all 25+ sites simultaneously
2. **Temporary forwarding:** Set up call forwarding from old numbers to new RingCentral numbers during transition
3. **Test window:** Port on a Tuesday-Wednesday (avoid Monday/Friday for support availability)
4. **Rollback plan:** Keep old service active for 30 days post-port
5. **Notify residents:** Post notice in office and community board about temporary phone changes
6. **Update everywhere:** Website, Google Business, lease documents, business cards, signage

---

## HubSpot Integration

### RingEX for HubSpot (Native Integration)

Available on **Advanced and Ultra plans** only.

#### Features

| Feature | Details |
|---------|---------|
| **Click-to-call** | Make calls directly from HubSpot contact/deal records |
| **Click-to-SMS** | Send texts from HubSpot (requires 10DLC registration) |
| **Auto call logging** | Inbound and outbound calls logged to contact timeline |
| **Auto SMS logging** | Text messages logged in real-time |
| **Call disposition** | Log call outcomes (connected, voicemail, no answer) |
| **Activity sync** | Syncs calls from desktop app AND mobile app |
| **Associated records** | Links to up to 3 records (contacts, companies, deals, tickets) |
| **Call recording link** | Recording attached to HubSpot call activity |
| **Workflow triggers** | SMS and call events can trigger HubSpot workflows |

#### Setup

1. **HubSpot Marketplace → Search "RingCentral" → Install RingEX for HubSpot**
2. Authenticate with RingCentral admin credentials
3. Configure sync settings:
   - Which call types to log (inbound, outbound, missed)
   - Default call outcome mappings
   - Associated record matching rules
4. Enable for specific users or all users
5. Configure workflow triggers if needed

#### Sunrise Use Case: Investor Call Tracking

| Scenario | Configuration |
|----------|---------------|
| Kate receives investor inquiry call | Auto-logged to HubSpot contact → Deal pipeline |
| Chiqui follows up with investor | Click-to-call from HubSpot deal record |
| Sam presents deal to IC | Call recorded, linked to deal record |
| Investor calls back after hours | Voicemail logged, workflow creates follow-up task |

**Integration benefit:** Every investor touchpoint is automatically captured in HubSpot without manual logging. Provides complete interaction history for IR reporting.

---

## Mobile App and Device Management

### RingCentral App (Softphone)

Available for: iOS, Android, Windows, macOS, Web browser

| Feature | Mobile App | Desktop App | Web App |
|---------|-----------|-------------|---------|
| Voice calls | Yes | Yes | Yes |
| SMS/MMS | Yes | Yes | Yes |
| Video meetings | Yes | Yes | Yes |
| Team messaging | Yes | Yes | Yes |
| Voicemail | Yes | Yes | Yes |
| Fax send/receive | Yes | Yes | Yes |
| Call recording | Yes | Yes | Yes |
| Presence status | Yes | Yes | Yes |
| Call flip (mid-call device switch) | Yes | Yes | N/A |

### Device Strategy for Sunrise

| Role | Primary Device | Secondary Device |
|------|---------------|-----------------|
| Property Manager | Desk phone (office) | Mobile app (BYOD or company phone) |
| Maintenance Tech | Mobile app only | N/A |
| Corporate Staff | Desktop app | Mobile app |
| RVP / Area Manager | Mobile app (primary) | Desktop app |
| Community Center | Common area phone (limited ext) | N/A |

### BYOD (Bring Your Own Device) Configuration

For PMs and maintenance staff using personal phones:

1. Install RingCentral app from App Store / Google Play
2. Sign in with company credentials
3. Configure:
   - Enable work hours only (app silences outside business hours)
   - Set business caller ID (shows property number, not personal)
   - Enable call flip (transfer active call between devices)
   - Configure voicemail-to-email
4. **Privacy:** Personal calls remain separate from business calls

### MDM Integration (Microsoft Intune)

**RingCentral for Intune** provides enterprise device management:
- Mobile Application Management (MAM) for BYOD
- Enforce security policies (PIN, encryption)
- Remote wipe of corporate data only (not personal data)
- App configuration push (no manual setup needed)
- Conditional access policies

### Desk Phone Provisioning

**Supported manufacturers:** Poly (formerly Polycom), Yealink, Cisco, Mitel, Unify

**Auto-provisioning steps:**
1. Admin Portal → Phones & Devices → Add Device
2. Select manufacturer and model
3. Enter MAC address
4. Assign to user extension
5. Connect phone to network
6. Phone auto-provisions from RingCentral cloud

**BYOD desk phones** (existing hardware): Manual SIP provisioning available for select models. Get SIP credentials from Admin Portal → Phones & Devices → [Device] → SIP Settings.

---

## Voicemail Management and Transcription

### Voicemail-to-Text

Available on all RingEX plans. Voicemails are automatically transcribed and delivered via:
- **Email:** Audio attachment + text transcription
- **RingCentral app:** Visual voicemail with text
- **Admin Portal:** Accessible by admins

### Voicemail Greeting Configuration

| Greeting Type | When Played | Configuration |
|---------------|-------------|---------------|
| **Unavailable** | Extension not answered | Per user |
| **Busy** | Extension on another call | Per user |
| **After hours** | Outside business hours | Per user or company-wide |
| **Custom rule** | Specific date/caller/condition | Per rule |

**Options:** Default (system), Custom (record or upload), Text-to-Speech

### Voicemail Settings

| Setting | Recommended | Notes |
|---------|-------------|-------|
| Rings before VM | 4 rings (20 seconds) | Balance speed vs. chance to answer |
| Max message length | 3 minutes | Prevents excessively long messages |
| VM-to-email | Enabled for all users | Ensures messages are seen promptly |
| VM-to-text | Enabled | Quick scanning without listening |
| Notification | Email + app push | Dual notification for reliability |
| Shared VM access | PM + backup per site | Coverage during PTO |
| PIN protection | Enabled | Required for phone-based access |
| Auto-delete | 30 days (configurable) | Clean up old messages |

### Shared Voicemail Boxes

For site offices where multiple staff check messages:
1. Create a shared voicemail extension
2. Assign access to PM + assistant
3. Use as the IVR "leave a message" destination
4. Both users receive email notifications

---

## Fax Capabilities

### RingCentral Internet Fax

Included on all RingEX plans. No physical fax machine needed.

| Feature | Details |
|---------|---------|
| Send fax | From app, email, or Admin Portal |
| Receive fax | To email as PDF attachment |
| Max pages per fax | 200 pages |
| Max recipients per fax | 50 |
| Supported formats | PDF, DOC, DOCX, TIFF, JPG, PNG |
| Fax-to-email | Automatic; configure per extension |
| Cover page | Optional; customizable template |
| DID fax number | Dedicated fax number per site |
| API support | Send/receive via REST API |

### Property Management Fax Use Cases

- Receiving lease documents from residents
- Sending notices to courts (eviction filings)
- Vendor invoices and purchase orders
- Government/regulatory correspondence
- Insurance claims documentation

---

## Call Forwarding and Presence Management

### Call Forwarding Options

| Type | Behavior | Configuration |
|------|----------|---------------|
| **Always forward** | All calls immediately forwarded | Per extension |
| **Forward on no answer** | After X rings, forward | Per extension (1-10 rings) |
| **Forward when busy** | When on another call | Per extension |
| **Forward when DnD** | When Do Not Disturb is active | Per extension |
| **Sequential forwarding** | Try devices in order | Multiple numbers in sequence |
| **Simultaneous ring** | Ring all devices at once | Desk phone + mobile + softphone |
| **Call flip** | Transfer active call to another device mid-call | User-initiated |

### Presence States

| State | Icon | Behavior |
|-------|------|----------|
| **Available** | Green | Normal routing |
| **Busy** | Red | On a call; new calls follow busy rules |
| **Do Not Disturb** | Red with line | All calls go directly to voicemail |
| **Away** | Yellow | Auto-set after idle timeout |
| **Offline** | Gray | App closed / logged out |

### Custom Answering Rules

Create rules based on:
- **Caller ID:** Route VIP callers differently (e.g., investor calls to direct line)
- **Called number:** Different behavior for different DIDs
- **Time/schedule:** Business hours, after hours, holidays
- **Date range:** Vacations, special events

---

## Security Compliance and Retention

### PCI DSS for Phone Payments

If residents pay rent by phone (reading credit card numbers to staff):

1. **Never record credit card numbers** — Pause recording during payment capture
2. **Use PCI Pal integration** (RingCentral App Gallery) for automated payment processing
3. **PCI Pal is Level 1 PCI DSS certified**
4. **Alternative:** Route payment calls to an IVR-based payment system that does not involve staff hearing card numbers

### Data Retention Policies

| Data Type | Default Retention | Configurable |
|-----------|------------------|--------------|
| Call recordings | Plan-dependent | 30 days to unlimited |
| Call logs | 1 year | Up to 1 year |
| Voicemails | 30 days (user inbox) | User can save/delete |
| SMS messages | 1 year | Up to 1 year |
| Fax messages | 1 year | Up to 1 year |
| Analytics data | 1 year | Not configurable |

### Legal Hold

For litigation or regulatory inquiries:
1. Work with RingCentral support to place legal hold on specific extensions or date ranges
2. Prevents auto-deletion of recordings, messages, and logs
3. Integrates with third-party archiving solutions (Theta Lake, Smarsh)
4. Export data in standard formats for legal review

### Compliance Certifications

RingCentral holds:
- **SOC 2 Type II** — Security, availability, confidentiality
- **SOC 3** — Public-facing SOC report
- **HIPAA** — Will sign BAA (relevant if health-related calls)
- **PCI DSS 3.1** — Payment card data handling
- **GDPR** — Data processing compliance
- **HITRUST CSF** — Healthcare information trust

### Data Encryption

| In Transit | At Rest |
|------------|---------|
| TLS 1.2+ for all API/web traffic | AES-256 for stored recordings |
| SRTP for voice media | Encrypted voicemail storage |
| TLS for SIP signaling | Encrypted message store |

---

## Role-Based Administration

### Predefined Roles

| Role | Access | Assign To |
|------|--------|-----------|
| **Super Admin** | Full system access, billing, API | Carlos (IT) |
| **Phone System Admin** | Phone config, users, call handling | IT staff |
| **Billing Admin** | Billing, invoices, plan changes | Finance |
| **User Admin** | User management, no phone system | HR |
| **International Caller** | Permitted to make international calls | As needed |
| **Standard User** | Own extension settings only | All staff |
| **Read-Only Admin** | View settings, no changes | Auditors |

### Custom Role Creation for Sunrise

**Regional VP Role:**
1. Admin Portal → Users → Roles → Create Custom Role
2. Name: "Regional VP"
3. Permissions:
   - View and manage users at assigned sites: Yes
   - View call logs for assigned sites: Yes
   - Listen to call recordings: Yes
   - Modify IVR settings: No (IT only)
   - Manage call queues: Yes
   - Access analytics: Yes (site-scoped)
   - Billing access: No
   - API access: No
4. Site scope: Assigned region only

**Site Manager Role:**
1. Name: "Site Manager"
2. Permissions:
   - View site users: Yes
   - Update voicemail greetings: Yes
   - Modify own call handling: Yes
   - Add/remove queue members: Yes
   - Access site analytics: Yes
   - Modify IVR: No
   - Create users: No
   - Billing: No

### Permission Categories

| Category | Sub-Permissions |
|----------|----------------|
| **Phone System** | Sites, numbers, IVR, queues, auto-receptionist, recording |
| **Users** | Create, edit, delete, assign roles, reset passwords |
| **Messages** | View/manage company messages, SMS |
| **Meetings** | Schedule, host, configure video settings |
| **Analytics** | View reports, export data, configure dashboards |
| **Billing** | View invoices, change plans, add users |
| **Apps** | Install/remove integrations, API access |

---

## Disaster Recovery and Business Continuity

### RingCentral Platform Resilience

| Feature | Details |
|---------|---------|
| **Uptime SLA** | 99.999% (five nines) |
| **Data centers** | Geographically dispersed, redundant |
| **Failover** | Automatic failover between data centers |
| **No single point of failure** | Redundant network, compute, storage |
| **24/7 monitoring** | RingCentral NOC monitors all services |
| **SIP trunking failover** | Real-time DR switching between data centers |

### Sunrise DR Considerations

| Scenario | Impact | Mitigation |
|----------|--------|------------|
| **Internet outage at property** | No desk phone / softphone calls | Mobile app on cellular data |
| **Power outage at property** | Desk phones down | Mobile app + call forwarding to cell |
| **RingCentral outage** | All VoIP services down | Forward to external cell numbers |
| **Natural disaster at property** | Office destroyed | Mobile app + remote work capability |
| **Staff unavailability** | No one to answer | Queue overflow + voicemail + answering service |

### Business Continuity Checklist

- [ ] Every PM has the mobile app installed and tested
- [ ] After-hours forwarding configured to cell phones
- [ ] Backup contact numbers documented outside of RingCentral
- [ ] Emergency routing rules pre-configured (can activate remotely)
- [ ] Monthly test: disable office internet, verify mobile app works
- [ ] External answering service contract for catastrophic scenarios
- [ ] RingCentral status page bookmarked: `status.ringcentral.com`

---

## Decision Trees

### Which Extension Type Should I Create?

```
Is this for a person who makes/receives calls?
├─ Yes → Does this person need full features (VM, SMS, video)?
│   ├─ Yes → User Extension (licensed)
│   └─ No → Limited Extension (free, for common area phones)
└─ No → What is the purpose?
    ├─ Route calls to a group → Call Queue (with hold) or Ring Group (no hold)
    ├─ Phone tree menu → IVR Menu
    ├─ Play an informational message → Announcement Extension
    ├─ Overhead paging → Paging Group
    └─ Shared line appearance → Shared Line Group
```

### Which Call Routing Strategy?

```
How many people answer this line?
├─ 1 person → User Extension (direct)
├─ 2-3 people → Ring Group (simultaneous)
├─ 4+ people → Call Queue
│   How should calls distribute?
│   ├─ Even distribution → Rotating or Longest Idle
│   ├─ Priority order → Sequential
│   ├─ Fastest pickup → Simultaneous
│   └─ Weighted distribution → Weighted
└─ Nobody (info only) → Announcement Extension or IVR
```

### Should I Record This Call?

```
Is this a business call?
├─ No → Do not record
└─ Yes → What state is the CALLER in?
    ├─ All-party state (FL, IL, MD, PA, etc.) → MUST announce recording and get consent
    ├─ One-party state (OH, etc.) → CAN record without announcement (but recommended)
    └─ Unknown / Cross-state → Announce recording (safest approach)

Does the call involve credit card / payment info?
├─ Yes → PAUSE recording during payment capture (PCI DSS)
└─ No → Continue recording
```

### Do I Need a New Phone Number?

```
New property acquisition?
├─ Yes → Port existing property number (if keeping brand)
│         OR get new local DID from RingCentral
└─ No
    New department or function?
    ├─ Yes → Assign from existing pool or request new DID
    └─ No
        Replacing lost/ported number?
        ├─ Yes → Request new local DID (match area code)
        └─ No → Use existing extension routing
```

---

## Common Gotchas

### Porting

- **Never cancel old service before port completes.** The number will be lost permanently.
- **Info must match EXACTLY.** A single character difference in account name causes rejection.
- **Toll-free ports take 2-4x longer** than local number ports.
- **Weekend/holiday ports:** Ports scheduled for non-business days may execute on the next business day.

### Call Recording

- **Recording announcement is NOT automatically enabled** when you turn on auto-recording. You must separately configure the announcement prompt.
- **Two-party state violations are FELONIES** in most jurisdictions (MD: 5 years, PA: 7 years). Take this seriously.
- **Cross-state calls default to the strictest rule.** Configure system-wide announcement to be safe.
- **Recordings are NOT backed up** by default on Core/Advanced plans. Export important recordings regularly.

### E911

- **Moving a phone to a new location without updating E911 sends responders to the old address.** This is life-threatening. Enforce E911 address updates in onboarding and location change procedures.
- **Softphones and mobile apps** do not automatically detect physical location for E911 (unless Nomadic E911 is configured with WAP/IP mapping).
- **Common area phones** at properties must have the correct property address, not HQ.

### Multi-Site

- **Enabling multi-site is IRREVERSIBLE.** Plan structure carefully before activating.
- **Extension number conflicts:** Same extension number cannot exist across sites. Use site-code prefix convention.
- **Caller ID by default shows site main number.** Verify this is correct for each site before go-live.
- **Time zone mismatch:** Business hours are per-site based on configured time zone. Double-check for properties near time zone borders.

### SMS / 10DLC

- **TCR registration can take MONTHS.** Start immediately upon account creation.
- **Unregistered SMS is blocked by carriers** since Feb 2025. No exceptions.
- **SMS rate limits per number:** 1 message per second. For bulk notifications, use multiple numbers or stagger sends.
- **TCPA violations are $500-$1,500 PER MESSAGE.** A single bulk send to 100 residents without consent = $50,000-$150,000 in potential fines.

### IVR

- **Text-to-speech sounds robotic.** Use it for testing only; switch to recorded prompts for production.
- **IVR timeout without action drops the call.** Always configure a timeout destination (usually voicemail or operator).
- **Changes to IVR are live immediately.** Test during off-hours or use a staging number.
- **Maximum IVR depth is typically 10 levels.** If you need more, the menu structure is too complex.

### General

- **Annual billing saves ~33%** but locks you in for a year. Negotiate month-to-month for pilot phase.
- **Adding users mid-billing cycle** prorates the charge.
- **International calling is disabled by default.** Enable per-extension only if needed (prevents accidental charges).
- **Fax requires a dedicated DID** for reliable incoming fax service. Do not share voice and fax on the same number.

---

## Procedures

### Procedure: New Property Site Setup

**Prerequisites:** RingCentral account active, multi-site enabled, local DID available

1. **Admin Portal → Phone System → Sites → Add Site**
2. Enter: Site name (include state code), site code, time zone
3. Request or port local DID for site main number
4. Configure E911 address for property location
5. Set business hours (property office schedule)
6. Create site-specific IVR:
   - Record/upload greeting mentioning property name
   - Configure key press options per template
   - Set after-hours IVR with emergency maintenance option
7. Create call queues:
   - Office queue (leasing/general)
   - Maintenance queue
8. Create user extensions for site staff (PM, maintenance)
9. Assign users to call queues
10. Configure site caller ID to show local number
11. Set up ring group for office phones
12. Configure holiday schedule
13. Test: Call main number, navigate IVR, verify routing
14. Test: Call after hours, verify emergency routing
15. Test: Verify E911 address delivery
16. Document site configuration in property operations binder

**Estimated time:** 2-4 hours for initial setup, +1-2 hours for testing

### Procedure: New Employee Phone Setup

1. **Create extension:** Admin Portal → Users → Add User
2. Assign to correct site
3. Set extension number per naming convention (site range)
4. Assign device:
   - Desk phone: Auto-provision with MAC address
   - Mobile app: Send setup email to employee
   - Both: Configure simultaneous ring
5. Set role: Standard User (or Site Manager for PMs)
6. Configure call handling:
   - Ring duration: 4 rings
   - Missed call: voicemail
   - Voicemail-to-email: enabled
7. Set E911 address to property location
8. Add to relevant call queue(s)
9. Record voicemail greeting (or set text-to-speech temporary)
10. Test: Internal call, external call, voicemail
11. Send employee quick-start guide (app download, login, basic features)

**Estimated time:** 30-60 minutes

### Procedure: IVR Menu Update

1. Document current IVR configuration (screenshot or export)
2. Draft new menu structure on paper first
3. Record new prompts (if greeting text changed)
4. **Admin Portal → Phone System → IVR Menus → [Select Menu]**
5. Update key press assignments
6. Upload new greeting audio if applicable
7. Run IVR validation tool
8. Test from external phone during business hours
9. Test from external phone during after-hours
10. Document changes with date and reason

**Best practice:** Make IVR changes during low-call-volume periods (early morning, weekend).

### Procedure: Number Port (Incoming)

1. Gather from current carrier: account number, PIN, authorized name, service address, carrier name
2. Download RingCentral LOA template
3. Fill out LOA with exact matching information
4. **Admin Portal → Numbers → Port Numbers → Submit Request**
5. Upload signed LOA and current bill copy
6. Monitor port status (Admin Portal → Numbers → Porting)
7. Respond promptly to any rejection notices (usually info mismatch)
8. On FOC date: Verify calls route to RingCentral
9. Test inbound and outbound calling
10. Keep old carrier account active for 30 days post-port
11. Cancel old carrier service only after confirming all numbers work

### Procedure: On-Call Rotation Update (Manual)

1. Determine on-call schedule for upcoming period
2. **Admin Portal → Phone System → Call Queues → Emergency Maintenance**
3. Edit queue members:
   - Remove outgoing on-call person
   - Add incoming on-call person
4. Verify on-call person's forwarding number is correct
5. Test: Call emergency maintenance queue, verify routing
6. Notify on-call person of their assignment
7. Log change in on-call schedule document

**Frequency:** Weekly or per rotation schedule

---

## Troubleshooting

### Common Issues and Resolutions

| Issue | Likely Cause | Resolution |
|-------|-------------|------------|
| **No incoming calls** | DID not assigned to site/extension | Admin Portal → Numbers → verify assignment |
| **Calls go to wrong extension** | IVR misconfiguration | Check IVR key mappings and run validation |
| **One-way audio** | Firewall/NAT blocking media | Open UDP 20000-64999 for RTP traffic |
| **Poor call quality** | Insufficient bandwidth or jitter | Run QoS report; check site internet speed |
| **Voicemail not received by email** | VM-to-email disabled or spam filter | Check extension settings; whitelist `ringcentral.com` |
| **Mobile app not ringing** | Push notifications disabled | Check phone settings; reinstall app |
| **Desk phone not registering** | Provisioning issue or network | Re-provision device; check VLAN config |
| **SMS not sending** | 10DLC not registered or carrier block | Check TCR registration status |
| **Caller ID showing wrong number** | Site caller ID misconfigured | Admin Portal → Site → Outbound Caller ID |
| **Recording not available** | Not on Advanced/Ultra plan or disabled | Verify plan level and recording settings |
| **IVR plays wrong greeting** | Business hours schedule incorrect | Check time zone and schedule config |
| **Extension rings but no audio** | Codec mismatch or SIP ALG | Disable SIP ALG on router; check codec settings |

### Network Requirements

| Requirement | Specification | Notes |
|-------------|--------------|-------|
| Bandwidth per call | 100 Kbps (up and down) | G.711 codec |
| Bandwidth per call | 30 Kbps (up and down) | Opus codec |
| Latency | < 150ms one-way | Higher causes noticeable delay |
| Jitter | < 30ms | Higher causes choppy audio |
| Packet loss | < 1% | Higher causes dropouts |
| QoS | DSCP 46 (EF) for voice traffic | Configure on router |
| Ports | UDP 20000-64999 (RTP media) | Must be open on firewall |
| SIP ports | TCP/UDP 5060-5061 | SIP signaling |
| DNS | Resolve `*.ringcentral.com` | Whitelist in firewall |

### Firewall Configuration

Whitelist the following for RingCentral traffic:
- `*.ringcentral.com` — All services
- `media.ringcentral.com` — Voice/video media
- `sip.ringcentral.com` — SIP signaling
- Port ranges: UDP 20000-64999, TCP/UDP 5060-5061, TCP 443

### RingCentral Support Tiers

| Channel | Access | Response Time | Best For |
|---------|--------|---------------|----------|
| **Online knowledge base** | All users | Instant | Self-service troubleshooting |
| **Community forum** | All users | Varies | Peer advice, tips |
| **Chat support** | All plans | < 5 minutes | Quick questions |
| **Phone support** | All plans | < 10 minutes | Complex issues, outages |
| **Dedicated account manager** | Enterprise accounts | Same day | Strategic planning, escalations |
| **Professional Services** | Paid | Scheduled | Complex implementations, migrations |

### Escalation Path for Sunrise

1. **Self-service:** Knowledge base + this skill file
2. **Chat/phone support:** For straightforward technical issues
3. **Account manager:** For service-affecting issues or billing
4. **Professional Services:** For major migrations or architectural changes
5. **Carlos (IT):** Internal escalation for all phone system decisions

---

## References

### Official Documentation
- [RingCentral RingEX Admin Guide (PDF)](https://assets.ringcentral.com/us/guide/ringex_admin_guide.pdf)
- [RingCentral MVP Admin Guide (PDF)](https://assets.ringcentral.com/us/guide/mvp_admin_guide.pdf)
- [RingCentral Developer Portal](https://developers.ringcentral.com/guide)
- [RingCentral API Reference](https://developers.ringcentral.com/api-reference)
- [RingCentral Support Center](https://support.ringcentral.com/ringex.html)
- [RingCentral Status Page](https://status.ringcentral.com)

### Multi-Site
- [Multi-Site Overview](https://support.ringcentral.com/article-v2/9893.html)
- [Setting Up Multi-Site](https://support.ringcentral.com/article-v2/9894.html)
- [Multi-Site User Roles](https://support.ringcentral.com/article-v2/9897.html)
- [Managing Site Information](https://support.ringcentral.com/article-v2/9898.html)
- [Multi-Site FAQ](https://support.ringcentral.com/article-v2/9895.html)

### IVR and Routing
- [Create IVR Menu](https://support.ringcentral.com/article-v2/Create-New-IVR-Menu-RingCentral.html)
- [Multi-Level IVR Setup](https://support.ringcentral.com/article-v2/6562.html)
- [Auto-Receptionist Management](https://support.ringcentral.com/article/What-is-an-auto-receptionist.html)
- [Call Routing Introduction](https://developers.ringcentral.com/guide/voice/call-routing)
- [Call Queue Overview](https://support.ringcentral.com/article-v2/Call-Queue-Overview.html)
- [Queue Overflow](https://support.ringcentral.com/article-v2/9600.html)
- [Queue Call Handling](https://support.ringcentral.com/article-v2/10514-call-queue-set-up-call-handling-how-calls-transferred-group-members.html)

### Compliance
- [Call Recording Compliance (PCS)](https://www.palittoconsulting.com/white-papers/ringcentral-call-recording-compliance/)
- [State Recording Laws (Justia)](https://www.justia.com/50-state-surveys/recording-phone-calls-and-conversations/)
- [State Recording Laws (Avoma)](https://www.avoma.com/blog/call-recording-laws)
- [RingCentral Trust Center](https://www.ringcentral.com/trust-center/compliance.html)
- [SMS Registration](https://support.ringcentral.com/sms-registration.html)
- [TCPA Compliance Guide](https://talk-q.com/sms-messaging-regulation-in-the-us)

### E911
- [E911 Common Issues](https://support.ringcentral.com/article-v2/Common-Issues-when-setting-up-or-updating-your-E911-Emergency-Address.html)
- [Nomadic E911 Setup](https://support.ringcentral.com/article-v2/Setting-up-Nomadic-911-on-your-company-account.html)

### Analytics
- [RingEX Analytics Intro](https://support.ringcentral.com/article-v2/Intro-to-RingEX-Analytics.html)
- [KPI Definitions](https://support.ringcentral.com/article-v2/Analytics-Portal-KPI-Definitions.html)
- [Live Reports Guide (PDF)](https://netstorage.ringcentral.com/guides/live_reports_user_guide.pdf)
- [Performance Reports (PDF)](https://netstorage.ringcentral.com/guides/PerfReports.pdf)

### Integrations
- [HubSpot Integration](https://www.ringcentral.com/hubspot-dialer.html)
- [RingEX for HubSpot (App Gallery)](https://ecosystem.hubspot.com/marketplace/apps/ringcentral-for-hubspot-362105)
- [HubSpot User Guide (PDF)](https://netstorage.ringcentral.com/guides/hubspot_user_guide.pdf)
- [PCI Pal Integration](https://www.ringcentral.com/apps/pcipal)

### Device Management
- [BYOD Deskphone Setup](https://support.ringcentral.com/article-v2/Setup-and-Provision-Deskphones.html)
- [RingCentral for Intune (iOS)](https://apps.apple.com/us/app/ringcentral-for-intune/id1610956051)
- [SIP Manual Provisioning](https://support.ringcentral.com/article-v2/Manual-Provisioning-How-get-SIP-Settings.html)

### API
- [API Basics](https://developers.ringcentral.com/guide/basics)
- [API Index](https://developers.ringcentral.com/guide/basics/api-index)
- [Webhooks](https://developers.ringcentral.com/guide/notifications/webhooks/creating-webhooks)
- [Call Control](https://developers.ringcentral.com/guide/voice/call-control)
- [Call Log API](https://developers.ringcentral.com/guide/voice/call-log)
- [SMS Sending](https://developers.ringcentral.com/guide/messaging/sms/sending-sms)
- [Consent Management](https://developers.ringcentral.com/guide/messaging/sms/messaging-consent-management)

### Number Porting
- [Porting Overview](https://support.ringcentral.com/porting.html)
- [Submit Porting Order](https://support.ringcentral.com/article-v2/Submitting-your-Porting-order.html)

### Roles and Permissions
- [Predefined Roles](https://support.ringcentral.com/article-v2/10638-user-roles-permissions-predefined-roles.html)
- [Custom Roles](https://support.ringcentral.com/article-v2/10641-user-roles-permissions-edit-permission-custom-role.html)
- [Role-Based Access Overview](https://www.ringcentral.com/office/features/roles-and-permissions/overview.html)

---

*Last updated: March 2026. Review quarterly or when RingCentral releases major platform updates. Verify pricing directly with RingCentral sales before purchasing decisions. Verify state consent laws with legal counsel before configuring call recording -- statutes can change.*