Intercom Frequently Asked Questions

1. What is the RingCentral Intercom feature?

The RingCentral Intercom feature allows hands-free peer-to-peer conversations between users on desk phones and Softphone. It enables you to call an individual extension and the destination phone automatically answers the call in speakerphone mode. To learn more about this feature, click here.

2. Who can enable Intercom permissions?
Admin or User can enable Intercom permissions.
To learn how to use the Intercom feature on your RingCentral phones and Softphone, click here.

3. When does the Intercom soft key appear on the deskphone?
Once an account is signed up and phones are assigned to users, the Intercom soft key will appear on the compatible phones.
To learn how to set up the Intercom on your RingCentral account, click here.

4. Which RingCentral service supports Intercom feature?
RingCentral Office and Office Unlimited only.

5. Can the Intercom feature be used on RingCentral mobile apps?
No. Intercom currently cannot be initiated or received on RingCentral mobile apps. Intercoms to mobile apps are converted into regular call. No permissions setting available.

6. Can the RingCentral Softphone initiate and receive Intercom?
Softphone cannot receive Intercom but can initiate Intercom using touch tone command *85.

7. Can multiple deskphones for single user be setup to receive Intercom?
No. Only one (1) deskphone per user can be assigned to receive Intercom.

8. Is there a limit to the duration of an Intercom?
Yes. Intercom has a limit of three (3) hours.

9. Does Intercom appear in call logs?
Yes, Intercom appears in call logs but will not display the destination user info. It will only show the number of user who initiated the intercom.

10. What is the difference between Intercom and Paging?
Intercom is a peer-to-peer, two-way communication between two (2) devices or users. Paging is a one-way broadcast to a single or multiple devices or users.

11. What if the destination user is busy on a call?
If user is busy, Intercom call is converted into a regular call to that user.

12. Will the Intercom feature still work if the phone is on Do Not Disturb (DND)?
Intercom will route to voicemail as regular calls would usually do.

13. What will be the behaviour of the intercom feature If an extension is engaged in a call?
Intercom will display as a regular incoming call would which does not say intercom on receiving end.

14. Will the Intercom feature still work if the Extension is on Do Not Disturb (DND)?
Intercom will route to voicemail as regular calls would usually do.

15. Can an Intercom call be recorded?
The Intercom recipient can use Manual or Automatic Call recording on Intercom calls. However, the Intercom originator cannot.

16. Will an Intercom call also send out notifications?
No. Intercom calls do not generate notifications.

Tell us what you think It's in our nature to listen. As TELUS.com/business continues to evolve, we'd love to hear more from you.