In the MiCloud phone system, the type of "profile" assigned to a user's phone number determines the functionality that is available to that user. MiCloud offers six different phone profile types, which are also known as bundles, to suit the varying needs of our customers. These profiles are Elite, Premier, Essentials, Telephony, Courtesy, and Voicemail. Additionally, the MiCloud phone system provides two types of Education Profiles to customers who have qualifying government contracts. To determine the type of profile assigned to a user, see the FAQ section of this article.
Features and Applications by Profile Type
The following table lists the features and applications that are either included, available for an additional cost, or unavailable for each type of profile that can be assigned to a user's phone number. For more information about these features and apps, see the Related Topics section at the end of this article.
Note: For the "Minutes per month" in the table below, when customers located in the United States (lower 48) or Canada place standard calls to the other country, those calls are considered domestic outbound calls, not international calls.
The following explains the meaning of each symbol used in this table:
- Included with the cost of the profile $ - Features and applications that can be added a la carte (individually) for an additional cost n/a - Not Available with profile (cannot be added for an additional cost) n/a* - Not Available with profile, but is in development for future availability at an additional cost
1 Always On Call Recording (records all calls) **Older call recording platform**
n/a
n/a
$
$
$
2 Archiving (7 years for IMs, SMSes, audio/web conferences, and call recordings)
n/a
n/a
$
$
$
3 Fax (email-to-fax)
n/a
n/a
$
$
$
$
3 Contact Center
n/a
n/a
n/a
$
$
$
1On-Demand and Always-On Call Recording cannot co-exist for the same user (must select one type) 2For users who do not have the Archiving feature, MiCloud provides access to instant and SMS messages for 18 months, audio and web conference recordings for 3 months, and call recordings for 1 year. 3MiCloud Contact Center is purchased separately. MiCloud Fax is also purchased separately per Fax Number and is not dependent on any type of profile.
NOTE: Not all features and applications may be available at the time of product introduction. RingCentral is under no legal obligation to deliver any future products, features, or functionality within any specified time frame.
Detailed Profile Descriptions
This section of the article provides a detailed description of the features and applications associated with each profile type along with other profile-related information. Use the links below to jump to details about that profile.
For the profiles documented below, you will find the following information:
Included Features - List of features and applications included in the cost of the profile.
Available Add-ons - List of features and applications that can be added to the profile at an additional cost.
Unavailable - List of any features and applications that cannot be added to the profile.
Elite Profile (formerly known as the "Advanced" profile)
Included Features: DID (direct inward dial) phone number, unlimited domestic outbound and inbound minutes, voicemail, voicemail-to-email notifications, access to the Account Portal, Client desktop application (IM, presence, call routing, softphone, etc.), 100-party audio and web conferences, video calling (peer-to-peer), video collaboration via MiTeam Meetings (100-party), Outlook® integration, Teamwork collaboration app, click-to-call capability via the Web Dialer and App Dialer apps, Find Me (mobile extension), Connect for Mobile app (Android and iOS phones), Scribe with 30 minutes per month of 90-second voicemail-to-email transcriptions, full Call Recording functionality, Salesforce® or other CRM integration, Connect for Chrome™ browser, Operator for Client, and *Archiving IMs, call recordings, audio and web conference recordings for 7 years.
Available Add-ons: The Elite profile can be upgraded to add the Fax (email-to-fax) application and all Contact Center features.
The Elite profile is designed to maximize worker productivity and meet the business needs of a significant number of MiCloud users. If you do not require full Call Recording functionality, more than 25-party audio and web conferences, and more than 50-party video conferences, the Premier profile is more aligned with your needs.
Premier Profile (formerly known as the "Standard" profile)
Included Features: DID (direct inward dial) phone number, unlimited domestic outbound and inbound minutes, voicemail, voicemail-to-email notifications, forward/transfer calls to external route points, access to the Account Portal, Client desktop application (IM, presence, call routing, softphone, etc.), 25-party audio and web conferences, video calling (peer-to-peer), video collaboration via MiTeam Meetings (50-party), Outlook® integration, Teamwork collaboration app, click-to-call capability via the Web Dialer and App Dialer apps, Find Me (mobile extension), Connect for Mobile app (Android and iOS phones), Scribe with 30 minutes per month of 60-second voicemail-to-email transcriptions, "On Demand" Call Recording, Salesforce® or other CRM integration, and Connect for Chrome™ browser.
Available Add-ons: The Premier profile can be upgraded to add the following: Fax (email-to-fax), "Always On" Call Recording functionality, all Contact Center features, and Archiving for 7 years (IMs, call recordings, audio and web conference recordings) vs. normal access to recordings.
Unavailable: The Premier profile cannot be used with Operator for Client.
The Premier profile is designed to maximize worker productivity and meet the business needs of the majority of MiCloud users. If you require full Call Recording functionality, more than 25-party audio/web conferences, or more than 50-party video conferences, the Elite profile is more aligned with your needs.
Essentials Profile
Included Features: DID (direct inward dial) phone number, unlimited domestic outbound and inbound minutes, voicemail, voicemail-to-email notifications, forward/transfer calls to external route points, access to the Account Portal, Client desktop application (IM, presence, call routing, softphone, etc.) 8-party audio conferences, 4-party web conferences, video calling (peer-to-peer), video collaboration via MiTeam Meetings (8-party), Outlook® integration, Teamwork collaboration app, click-to-call capability via the Web Dialer and App Dialer apps, Find Me (mobile extension), Connect for Mobile app (Android and iOS phones), and Connect for Chrome™ browser.
Available Add-ons: The Essentials profile can be upgraded to add the following: Fax (email-to-fax), Scribe (voicemail-to-email transcriptions), "Always On" Call Recording functionality, Salesforce® or other CRM integration, most Contact Center features, and Archiving for 7 years (IMs, call recordings, audio and web conference recordings) vs. normal access to recordings.
Unavailable: The Essentials profile cannot be used with "On Demand" Call Recording or Operator for Client.
The Essentials profile is designed to best serve MiCloud users who do not require the use of Scribe, CRM integration, or Operator for Client, and do not require more than 8-party audio and video conferences. If these features are desired, the Premier profile or Elite profile is more aligned with your needs.
Telephony Profile
Included Features: DID (direct inward dial) phone number, unlimited domestic outbound minutes(limited to 2000 minutes/month in the UK and Australia), unlimited inbound minutes, voicemail, voicemail-to-email notifications, forward/transfer calls to external route points, access to the Account Portal, ad-hoc 3-party audio conferences, and Find Me (mobile extension) functionality.
Available Add-ons: The Telephony profile can be upgraded to add the following: Fax (email-to-fax feature), Scribe (voicemail-to-email transcriptions), "Always On" Call Recording, and Archiving for 7 years (IMs, call recordings, audio and web conference recordings) vs. normal access to recordings.
Unavailable: The Telephony profile cannot be used with web conferences, "On Demand" Call Recording, MiCloud desktop Client (and most associated features), Connect for Mobile app (Android and iOS phones), Salesforce® or other CRM integrations, Web Dialer, App Dialer, Outlook® integration, video collaboration via MiTeam Meetings, Teamwork collaboration app, Contact Center, Operator for Client, and Connect for Chrome™ browser applications.
The Telephony profile is designed for high-use analog phones and devices that require the use of an Analog Telephone Adapter. The Telephony profile is also designed to be utilized by an organization's call flow components to transfer calls to external phone numbers when processed by Auto Attendants and Hunt Groups. See the related FAQ at the end of this article for more information.
Courtesy Profile
Included Features: DID (direct inward dial) phone number, 200 minutes per month of domestic outbound calling, unlimited inbound calling, and access to the Account Portal.
Available Add-ons: None.
Unavailable:The Courtesy profile does not provide voicemail, cannot be used to transfer or forward a call to an external route point, and cannot be used with the MiCloud desktop Client (and most associated features), the Connect for Mobile app, nor any other add-on applications.
The Courtesy profile is designed for low-use phones located in lobbies, conference rooms, and other common areas. Courtesy profiles are also well suited for low-use analog phones and devices (for details see the Analog Telephone Adapters article).
Voicemail Only Profile
Included Features: Unlimited inbound calling, but no outbound calling. This profile cannot be assigned to a phone.
Available Add-ons: Scribe (voicemail-to-email transcriptions).
Unavailable: The Voicemail Only profile cannot be used to transfer or forward a call to an external route point and cannot be used with the Account Portal, MiCloud desktop Client (and most associated features), Connect for Mobile app, nor any other add-on applications other than Scribe.
The Voicemail Only profile is designed for accessing group voicemail or the voicemail for an organization's main line phone number.
Education Profiles
The MiCloud phone system offers the following two types of education profiles to customers who have a qualifying government contract.
Education Essentials Profile
Included Features: DID (direct inward dial) phone number, unlimited inbound calls, 200 minutes of domestic outbound calls, voicemail, voicemail-to-email notifications, forward/transfer calls to external route points, access to the Account Portal, Client desktop application (presence, call routing, softphone, etc.) 8-party audio conferences, 4-party web conferences, video calling (peer-to-peer), video collaboration via MiTeam Meetings (8-party), Outlook® integration, click-to-call capability via the Web Dialer and App Dialer apps, Find Me (mobile extension), and Connect for Chrome™ browser.
Available Add-ons: The Education Essentials profile can be upgraded to add the following: Fax (email-to-fax), Scribe (voicemail-to-email transcriptions), "Always On" Call Recording functionality, Salesforce® or other CRM integration, most Contact Center features, and Archiving for 7 years (call recordings, audio and web conference recordings) vs. normal access to recordings.
Unavailable: The Education Essentials profile cannot be used with the Connect for Mobile app (Android and iOS phones), Teamwork collaboration and messaging app, "On Demand" Call Recording, and Operator for Client.
Education Premier Profile
Included Features: MiCloud IP Phone User, Connect Scribe, Connect Collaboration, Connect for Mobile, Connect Call Recording, Contact Center, MiCloud Connect Call Recording (CR), and MiCloud MS Teams Integration.
Available Add-ons: The Education Premier profile can be upgraded to add the following: Fax (email-to-fax), Scribe with 30 minutes per month of 60-second voicemail-to-email transcriptions, "Always On" Call Recording functionality, all Contact Center features, and Archiving for 7 years (IMs, call recordings, audio and web conference recordings) vs. normal access to recordings.
Unavailable: The Education Premier profile cannot be used with Operator for Client.
Swapping Profiles
Authorized Contacts (Decision Makers and Phone Managers) can open a Support case to request a change to a phone profile type. Profiles, also known as bundles, include Elite, Premier, Essentials, Telephony, and Courtesy, which are described above in this article. For more information about requesting a profile type swap for an existing user, see the Swapping MiCloud Profile Types article.
Activating Profiles
To activate a profile, Authorized Contacts can utilize the Adding a User feature in the Account Portal where they can select the type of phone profile for each new user. To deactivate profiles for existing users, open a Support Case to communicate your request to Support.
Profile Cancellation Policy
As per our current terms, we do not prorate credits for the current billed period when individual phone profiles are disconnected. Instead of disconnecting your contracted phone lines when you have changes in personnel, we recommend that you reassign the phone lines to new staff members. Doing this enables you to recycle phone lines and experience savings. The process of closing lines and then adding new user licenses incurs fees. Reassigning a phone line to a new user avoids both the forfeiting of the remaining current billed period and the new user setup fee for the new line. If you do not plan to rehire for a position within the current contract term or if your business is planning to shrink significantly from your original contracted profile amounts, please contact RingCentral prior to your contract renewal to discuss if there are any options to adjust your contracted seats.
FAQ
Q: How do I identify a user's phone profile type? A: Authorized Contacts (Decision Makers and account-level Phone Managers) can access the Account Portal and navigate to the My Services area of a user's Personal Information screen to view a list that includes the user's MiCloud phone profile, Add-on Features, and other services.
Q: How long does MiCloud provide normal access to instant and SMS messages, conference recordings and call recordings, and what is the benefit of the Archiving feature? A: For users who have access to these features (via their profile or a la carte features), MiCloud provides access to instant and SMS messages for 18 months, audio and web conference recordings for 3 months, and call recordings for 1 year. For users who have the a la carte Archiving feature or an Elite profile, MiCloud provides external storage for 7 years.
Q: What PBX features are supported for MiCloud profiles? A: A wide range of PBX features are included with each of the MiCloud profile types. To see a detailed breakdown of the supported Phone, Trunk, IP Phone Support, DSP, and System features by profile type, see the MiCloud-PBX-Feature-List.pdf file.
Q: What are the capacities and limitations of the voicemail system for users who have a MiCloud profile? A: The following applies to all profile types:
The voicemail box capacity has a limit of 200 messages with a 5 minute per message maximum time limit.
Deleted voicemail messages are first moved to the voicemail system's Deleted folder and then permanently deleted after 7 days.
All voicemail messages are automatically deleted after 365 days.
Q: Which profile should our company use for analog phones and other devices like door buzzers and overhead paging systems? A: If the analog phone or device will require less than 200 minutes per month of domestic outbound calling, then your company should use a courtesy profile. Otherwise, use a telephony profile. For more information, see the Analog Telephone Adapters article.
Q: Why are there usage fees on courtesy profiles? A: Courtesy profiles are "metered" and intended for low usage phones with lower monthly fees. With unlimited inbound, and 200 minutes of outbound calling included, these profiles are normally sufficient for the associated use types (lobby, conference room, other common areas).
Q: For courtesy profiles, can additional outbound minutes be purchased beyond the included 200? A: Courtesy profiles include 200 outbound minutes per month. When this limit is exceeded, a charge of $0.05 per-minute is applied. If significantly more than 200 outbound minutes per month are routinely used by a Courtesy profile phone, you should consider opening a Support Case to communicate a request to Support to change the Courtesy profile to a Telephony profile.
Q: Do forwarded calls get metered on courtesy profiles? A: Yes, forwarded calls are included in the metered usage.
Q: If I switch the profile type in the middle of the month, which will appear on the invoice? A: Billing is based on the profile type at the end of the month, when the invoice cycle is complete.
Q: Are usage fees applicable for phone numbers that are not a type of billable phone profile? A: Yes, customers are responsible for all outbound usage charges associated with all non-profile phone numbers. Within a MiCloud phone system, non-profile numbers are used to process calls through a company's call flow components, which are managed in the Visual Call Flow Editor. Outbound forwards and transfers to external phone numbers, which typically occur most often during after-hours support, require the addition of a Telephony Profile. To identify non-profile numbers that may incur charges:
Write down each 4-digit Extension number listed under "Call Forward Settings."
Navigate to the Users screen, search for each Extension number, and use the following guidelines:
If the Extension number is not found in the Users screen, a profile is not associated with that number. This means you need to contact your Account Manager or Support to upgrade that Extension number to a Telephony Profile.
If the Extension number is found in the Users screen, the number is associated with a Telephony, Essentials, Premier, or Elite profile, which do not generate outbound usage charges.
Repeat steps 2 through 4 to process all Hunt Groups listed in the Visual Call Flow Editor.
