Troubleshooting Phone Assistant for RingCentral Users

If your practice uses RingCentral for your phone service and your YAPI Phone Assistant doesn't pop up when patients call, this is likely caused by your RingCentral Monitor suddenly stopping.  RingCentral has tagged this as a known issue with their service but it's easily fixable by following the steps below.

Table of Contents


Restarting the RingCentral Monitor

To restart your RingCentral Monitor and get Phone Assistant connected again:

  1. From the YAPI Dashboard, click Tools Tools.png and select Administrative Tools, then Phone Assistant, then RingCentral Monitor:


  2. When prompted, enter your YAPI password and click OK.

  3. In the browser that opens, if you see a screen asking you to log in, log in with your RingCentral credentials.  Otherwise, proceed to the next step.


  4. When shown an Access Request, click the Authorize button:


  5. When you see a message showing "RingCentral Monitor reports the following extensions," click Start:


  6. If you see any additional Access Request screen, repeats Steps 4 and 5 until you see a message noting that RingCentral Monitor has started like the one below.  Then, close your browser tab or browser window.


  7. Watch your Phone Assistant activity throughout the day to make sure the Phone Assistant screens pops up when an existing patient calls.  If it doesn't, proceed to Troubleshooting: Phone Assistant Is Lagging or Doesn't Pop Up for further troubleshooting.


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