RingCentral Cloud Contact Centre 100 Technical Interview Questions and Answers

General Overview

Q: What is RingCentral?
A: RingCentral is a cloud-based communication platform offering voice, video, messaging, fax, and collaboration tools.
Q: What are the core features of RingCentral?
A: Core features include team messaging, video meetings, call handling, voicemail, faxing, and analytics.
Q: What is the Admin Portal?
A: The Admin Portal is the central hub where administrators manage users, devices, phone numbers, and settings.
Q: What is the Enterprise Portal?
A: It allows managing multiple accounts in large organizations with federated access.

Account Management

Q: How can an admin log in to the Admin Portal?
A: Use your email or RingCentral credentials, enter your password, and sign in.
Q: What is Single Sign-On (SSO)?
A: SSO lets users log in to multiple systems with a single set of credentials.
Q: How do you enable SSO?
A: Configure it via the Admin Portal or contact customer support for assistance.
Q: What is account validation?
A: It is a security feature requiring a code when logging in from a new device.

User Management

Q: How can you add a new user?
A: Go to Users > Add User, enter details, assign roles, and save.
Q: What are the setup options for users?
A: You can send an invite, activate the user immediately, or activate them later.
Q: How do you assign roles to users?
A: Go to User Details, select Roles, and assign the desired role.
Q: Can you bulk add users?
A: Yes, by downloading and filling out a template, then uploading it.
Q: How can you delete a user?
A: Select the user, click Delete, and choose whether to reassign or return their number.
Q: What is a “Free User”?
A: A user without a device or phone number, typically for messaging-only purposes.
Q: How can you reset and reassign an extension?
A: Use the “Reset and Assign” option on disabled extensions.

Phone System

Q: What is the Auto-Receptionist?
A: It is a virtual assistant that greets callers and directs them based on inputs.
Q: How can you set up business hours?
A: Go to Phone System > Auto-Receptionist > Business Hours.
Q: What is IVR?
A: Interactive Voice Response (IVR) allows callers to interact with a menu via keypresses.
Q: What is Multi-level IVR?
A: A more complex IVR structure that supports multiple menus for advanced call routing.
Q: How do you manage call queues?
A: Go to Groups > Call Queues to configure member settings, greetings, and hold music.

Devices and Numbers

Q: How do you add a device?
A: Go to Phones & Numbers, select Add Device, and assign it to a user.
Q: What is a Shared Line Group?
A: It allows multiple users to share the same phone number and receive calls.
Q: How do you enable hot desking?
A: Assign a phone as a hot desk phone under Phone Settings.
Q: What is a Paging Group?
A: A group that allows broadcasting voice messages to multiple phones.
Q: How can you set up a primary number for a user?
A: Go to Phones & Numbers, select a number, and mark it as primary.

Call Management

Q: What is Call Flip?
A: Call Flip allows you to transfer an ongoing call to another device.
Q: How do you forward all calls?
A: Turn on Call Forwarding in User Settings and specify the destination.
Q: What are the options for voicemail greetings?
A: Record manually, upload an audio file, or use a text-to-speech feature.
Q: Can you block specific calls?
A: Yes, under Screening, Greeting & Hold Music, configure call-blocking rules.
Q: What is call monitoring?
A: It allows supervisors to listen, whisper, or barge into calls for training or support.

Conferencing and Meetings

Q: How do you set up an audio conference?
A: Use the conferencing icon to generate a bridge number and invite participants.
Q: What is the maximum number of participants in a conference call?
A: Up to 1,000 participants.
Q: Can participants join a meeting before the host?
A: Yes, by enabling the “Join Before Host” setting.
Q: What is RingOut?
A: It enables making calls using a business number from any location.
Q: What are meeting analytics?
A: They provide insights into participant engagement and meeting quality.

Billing and Licenses

Q: How can you manage billing?
A: Access the Billing tab to view usage, payment methods, and service plans.
Q: What are Calling Credits?
A: Pre-purchased minutes for international calls.
Q: How do you upgrade a license in bulk?
A: Use the “Upgrade to MVP licenses in bulk” option.
Q: What is the Shopping Cart feature?
A: It allows adding and managing devices and licenses for checkout.
Q: How do you view billing history?
A: Go to Billing > Billing History.

Security and Compliance

Q: How can you ensure email-to-fax compliance?
A: Enable email domain security in Account Settings.
Q: What is the Trust Portal?
A: It provides security reports and compliance documentation.
Q: How do you configure session timeouts?
A: Go to Security & Compliance and set the session timeout duration.
Q: What are masked numbers?
A: Numbers hidden from being displayed to the recipient.
Q: How do you enable audit trails?
A: Use the Service Console to track changes made in the system.

Analytics and Reports

Q: What are call log reports?
A: Logs detailing incoming, outgoing, and missed calls.
Q: What is Quality of Service (QoS) reporting?
A: Metrics on call and meeting quality.
Q: How do you create alerts for analytics?
A: Set thresholds for metrics in the Analytics tab to receive notifications.
Q: Can you export user data?
A: Yes, download it as a spreadsheet from the Admin Portal.
Q: What are Adoption Reports?
A: Reports showing how employees are using RingCentral features.

Additional Features

Q: What is the Archiver app?
A: A tool for storing messages and call recordings securely.
Q: How do you set custom music on hold?
A: Upload an audio file under Screening, Greeting & Hold Music.
Q: What are RingCentral Rooms?
A: Video conferencing setups for meeting spaces.
Q: Can you integrate third-party apps?
A: Yes, via the App Gallery.
Q: What is the Developer Portal?
A: A platform for creating custom integrations with RingCentral APIs.

User Roles and Permissions

Q: What are predefined roles in RingCentral?
A: Predefined roles include Super Admin, Billing Admin, and Standard User, among others.
Q: How do you create a custom role?
A: Go to Roles and Permissions, click Create Role, set permissions, and assign users.
Q: Can you change a user’s role after assigning?
A: Yes, edit the user’s details and update their assigned role.
Q: What permissions does a Super Admin have?
A: Full access to manage users, billing, and the phone system.
Q: What is the difference between a Standard User and a Limited User?
A: Standard Users have full feature access, while Limited Users have restricted permissions.

Templates and Settings

Q: What are user templates?
A: Predefined configurations for roles, call handling, and voicemail settings that can be applied to multiple users.
Q: How do you create a user template?
A: Go to Templates, create a new template, configure settings, and save it.
Q: Can templates be applied in bulk?
A: Yes, you can apply templates to multiple users at once.
Q: How do you manage call handling settings using templates?
A: Include call forwarding, voicemail preferences, and ring groups in the template.
Q: What are the benefits of using templates?
A: They save time and ensure consistent configuration across users.

Advanced Phone System Settings

Q: What is a Multi-Site setup?
A: It allows managing phone system settings for different office locations separately.
Q: How do you add a new site?
A: Go to Phone System > Company Info > Sites, then click Add Site.
Q: Can assets be moved between sites?
A: Yes, users, IVR menus, and call queues can be transferred between sites.
Q: What is an Emergency Address?
A: A registered location used for emergency call routing.
Q: How do you configure Caller ID for a site?
A: Go to Company Info > Caller ID Name, and assign it to the desired site.

IVR and Auto-Receptionist

Q: What is an IVR menu?
A: A voice-based menu system that directs callers based on their keypad inputs.
Q: How do you add an IVR menu?
A: Go to Phone System > Auto-Receptionist > IVR Editor, and create a new menu.
Q: What is the Visual IVR Editor?
A: A drag-and-drop tool to design and configure IVR menus.
Q: Can you use text-to-speech for IVR prompts?
A: Yes, it allows automated voice prompts without recording audio.
Q: How do you record a custom prompt?
A: Use your computer microphone or upload an audio file.

Group Management

Q: What are Call Queues?
A: Groups that manage incoming calls by distributing them to available members.
Q: How do you add a Call Queue?
A: Go to Groups > Call Queues, and click Add.
Q: What is a Shared Line Group?
A: A setup where multiple phones share the same number for call handling.
Q: How do Paging Groups work?
A: They broadcast voice messages to specific phones in the group.
Q: What are Park Location Groups?
A: These allow placing calls on hold in a “park” location, accessible to others.

Custom Call Rules

Q: What are custom answering rules?
A: Rules for handling calls based on conditions like Caller ID, date, or time.
Q: How do you set a custom rule?
A: Go to Phone System > Company Info > Custom Rules, and configure conditions.
Q: Can custom rules forward calls to external numbers?
A: Yes, they can route calls to external numbers or extensions.
Q: What is Call Screening?
A: A feature that prompts the caller to announce themselves before connecting.
Q: How do you configure blocked calls?
A: Go to Screening, Greeting & Hold Music, and set blocked call criteria.

Fax and Messaging

Q: What is FaxOut?
A: A feature to send faxes directly from the RingCentral app or portal.
Q: How many recipients can a fax have?
A: Up to 50 recipients.
Q: What is voicemail-to-text transcription?
A: A feature that converts voicemail into a text format for easier review.
Q: How do you manage SMS logs?
A: Download them from the Admin Portal under Analytics.
Q: What are High-Volume SMS features?
A: Tools for businesses to send large-scale text messages efficiently.

Integration and Apps

Q: What is the App Gallery?
A: A collection of apps that integrate with RingCentral, such as Google Workspace and Salesforce.
Q: How do you access the Developer Portal?
A: Through the Admin Portal, under Apps and Resources.
Q: What is the Archiver app?
A: It securely stores communications like messages and call recordings.
Q: Can RingCentral integrate with Microsoft Teams?
A: Yes, it integrates to enhance communication within Teams.
Q: What is the benefit of API integrations?
A: They allow customizing workflows and extending RingCentral’s functionalities.

Troubleshooting and Support

Q: How do you access RingCentral support?
A: Use the Support tab in the Admin Portal or visit the official support website.
Q: What is the Service Console?
A: A tool for tracking issues and system health.
Q: How do you download call logs?
A: Go to Reports > Call Log and click Download.
Q: Can you set alerts for service outages?
A: Yes, configure them in the Service Status section.
Q: How do you check updates for RingCentral?
A: Visit the “What’s New” section on the homepage or the RingCentral blog.