Help and support centre

How do I sign into Optus Loop?

Sign-in methods

Choose from these options:

• RingCentral credentials: Your Loop nominated email address or phone number and password
• Google account: Sign in with your Google email
• Apple ID: Available on mobile and desktop apps
• Single sign-on (SSO): Use your company email and credentials  

Quick steps

1. Open the RingCentral app (desktop, web, or mobile), Admin Portal, or MyRingCentral support site
2. Click Sign in
3. Select your sign-in method and enter your credentials
4. Follow the prompts to complete authentication  

Need help? For detailed platform-specific instructions, including the RingCentral Phone App and Admin Portal, view the full article here.  

Reset password option will be available in app or via the Admin Portal (if using a   registered email). Enter your valid email, click ‘Forgot password’ and RingCentral will email you a link to reset your password. If this doesn’t work, please contact our Optus support line on 1300 106 481 (Monday to Friday, 9:00am - 5:00pm local time) for further assistance.  

Forgot your password?  

On any Optus Loop sign-in page, click Forgot Password? and follow the prompts to reset it.

Changing your password (Admin Portal)

1. Go to  https://service.risei.ringcentral.com/ and sign in
2. Click Admin Portal > My Extension (top right)
3. Click Settings > User Details > Security
4. Click Change Password
5. Enter your current password and new password
6. Click Save

You'll be signed out automatically. Sign back in with your new password.

Password requirements

Your new password must include:

• 8-32 characters
• At least one uppercase letter, one lowercase letter, one number, and one special character (!, @, $, #)
• No sequential or repeating characters
• Cannot match your last 5 passwords

Important notes

• Single Sign-On (SSO) users: Contact your IT admin to change your password
• No permission to change password?: Contact your Optus Loop admin (the person who set up your account)

For complete password policy details and troubleshooting, view the full article here.

The RingCentral App is available for PC, Mac, Android and iOS.

PC

1. Visit the RingCentral Downloads page
2. Click the Download for PC button

Mac

1. Visit the RingCentral Downloads page
2. Click the Download for Mac button
3. Open the downloaded file
4. Click Continue
5. Click Install

Android

1. Search for the RingCentral app in the Google Play Store
2. Tap Install or Update (if you already have the app)

iOS

1. Search for the RingCentral App in the App store
2. Tap Get or the cloud icon (if the app is already on your device)

What will I learn?  

This guide helps you find your way around the RingCentral App on desktop, web, and mobile, and shows you how to customise it for your needs.

Key features  

• Access all Optus Loop with RingCentral features from one app
• Customise your app layout and settings to suit your workflow
• Navigate consistently across desktop, web, and mobile platforms  

Important notes  

• Your app interface may vary based on your user permissions
• Available features depend on what your company has enabled
• Personalising your app creates a more efficient experience
• For detailed navigation guides, feature locations, and customisation options, view the full article here.

Contact our Optus support line on 1300 106 481 (Monday to Friday, 9:00am - 5:00pm local time). If you’re outside of business hours, message us via My Optus app or webchat

Greeting options  

Choose between:  

• Default greeting: Automated message with your name
• Custom greeting: Record your own personalised message  

How to record a custom greeting  

You can create a custom greeting using:  

• Computer microphone: Record directly in the app
• Phone call: RingCentral calls you to record
• File upload: Upload a WAV or MP3 file  

Where to set up your greeting  

Desktop/Web App: Settings > Phone > Voicemail greeting  

Mobile App: Profile picture > Phone > Voicemail Settings > Voicemail greeting  

Admin Portal: Sign in at https://service.risei.ringcentral.com/ > Admin Portal > My Extension > Settings > Phone > Voicemail greeting  

Voicemail storage  

Choose where to save messages:  

• My voicemail box: Messages appear in your app inbox
• Another extension: Retrieve messages by dialling a specific extension  

For step-by-step instructions for each platform and admin setup options, view the full article here.  

There are 2 different ways this can be achieved via the Admin Portal:  

User level:

Users > User List > Users with Extensions > *Select User* > Phone > Voicemail settings > Voicemail greeting  

Call queue level:  

Phone System > Groups > Call queues > Select Queue > Voicemail & Notifications > Work hours / After hours (depending on which voicemail they want to change - there won’t be an after hours option if there is no schedule)  

What is a work schedule?  

Your work schedule determines how incoming calls are handled based on the day and time. By default, it's set to 24/7. You can create a custom weekly schedule to route calls differently during and after work hours.  

Where to set up your schedule  

Desktop/Web App: Settings > Phone > Call rules and voicemail > Add Rule > After hours

Mobile App: Profile picture > Phone > Call rules and voicemail > After Hours (or Add Rule > After hours)  

Admin Portal (User): Sign in at https://service.ringcentral.com/ > My Extension > Settings > Phone > Call rules and voicemail > Add Rule > After hours  

Admin Portal (Admin): Users > Users with Extensions > Select user > User Details > Settings & Permissions > Schedule > Edit  

After-hours call options  

Choose how calls are handled outside work hours:  

• Ring devices: Calls ring your apps and phones
• Send to voicemail: Direct missed calls to voicemail
• Forward the call: Route to any extension or phone number
• Play announcement: Play a message before ending the call  

For detailed step-by-step instructions and schedule customisation options, view the full article here.

There are several ways this can be performed:  

Auto-Receptionist:  

Phone System > Auto-Receptionist > General Settings > Call Handling > Schedule > Call Handling > (Select the call routing for closed hours)  

Call Queue:  

Phone System > Groups > Call Queues > (Select the queue) > Call Handling & Members > Schedule > Edit Schedule > Once Applied Select How to handle calls during after-hours from After Hours tab in Call Handling and members  

User-level:  

Users > User List > Users with Extensions > (Select the user) > Phone > Incoming Call Rules > Incoming calls > Schedule > Once Applied Select How to handle calls during after-hours from After Hours tab in Incoming call rules

Phone System > Groups > Call Queues > *Select Queue* > Call Handling & Members > Custom Rules > Add Rule – follow instructions  

Desktop/Web App: Profile picture > Call rules > Forward all calls toggle

Mobile App: Profile picture > Call rules > Forward all calls toggle  

Admin Portal: Profile picture > Call rules > Forward all calls toggle  

Call forwarding options  

Choose where to forward your calls:  

• Send to voicemail: Forwards to any voicemail inbox
• Forward the call: Routes to any extension or phone number
• Play announcement: Plays a message, then ends the call  

You can also Add schedule to set specific dates and times for call forwarding.  

Important notes

• You need call handling permission to use this feature
• A banner will remind you when call forwarding is active
• Click Turn off in the banner to stop forwarding calls
• If both Forward all calls and Do Not Disturb are on, Forward all calls settings take priority  

For detailed step-by-step instructions and custom announcement setup, view the full article here.  

Admin portal instructions:  

Phone System > Phone Numbers > Numbers In Use > Check where each number is ‘Assigned to’

Where to access voicemail  

Desktop/Web App: Inbox > Voicemail tab  

Mobile App: Inbox (bottom menu) > Voicemail tab  

Admin Portal: Sign in at https://service.ringcentral.com/ > My Extension > Messages > Inbox  

Over the phone: Call your RingCentral number, enter your extension and voicemail PIN  

What you can do with voicemails  

• Play/Pause: Listen to voicemail messages
• View transcript: Read text version of the message
• Call back: Return the sender's call 
• Share/Download: Save or forward as an audio file
• Mark read/unread: Organise your inbox
• Delete: Remove individual or multiple voicemail
• Block: Block unwanted callers  

Phone key options  

When accessing voicemail over the phone, use these keys: 

• 1: Repeat
• 2: Save
• 3: Erase
• 4: Return call
• 5: Forward
• 6: Skip
• *: Exit voicemail  

Important notes  

• Voicemail transcripts appear automatically in the detailed view
• Shared voicemails may take up to 24 hours to appear
• RingCentral automatically overwrites older messages—your mailbox never fills up  

For detailed platform-specific instructions and voicemail settings configuration, view the full article here.  

Auto Attendant is your virtual receptionist. It greets callers and allows them to select a menu option to direct them to the right person or department automatically.  

You can easily customise greetings and menu options through the Optus Loop online portal, with different settings for business hours and after hours.  

Customers may only present any of their own Loop landline numbers. Mobile numbers, 1800, 1300 or 13 ‘freecall’ numbers cannot be used as your Optus Loop number.

Call Recording is available as automatic or on-demand, based on the license type. Speak to a specialist on 1300 106 481 (Monday to Friday, 9:00am - 5:00pm local time) for more details about your specific requirements.

There's a couple of things we can try here:

• Turn the device off and on again
• Check to see if you can receive calls
• Try to call the number you are dialling from a different device (such as mobile) to check the issue is not with the number you are dialling

If problems persist, please contact our Optus support line on 133343 (Monday – Friday 8.30am – 6.00pm AEST & 8.30am – 7.00pm AEDST - Daylight Saving)

Here's a few ways to determine the cause:

• Turn the device off and on again
• If you're using a desktop phone: check receiver is securely attached to the device by looking at both ends of the cord
• If you're using a cordless phone: make sure the handset is registered to the base station (top green light on base station should be green and solid)
• Check to see if you can make calls
• Observe if the device is still connected to the internet
• Ensure 'Do Not Disturb' (DND) hasn't been accidently switched on

If problems persist, please contact our Optus support line on 133343 (Monday – Friday 8.30am – 6.00pm AEST & 8.30am – 7.00pm AEDST - Daylight Saving)

Typically, problems with the sound quality can be resolved with a factory reset to your device. Some things to try before this are:

• Turn the device off and back on
• Check volume is set to a desired level
• Ensure the device is correctly connected to the internet
• If the device is connected via WiFi, try an ethernet connection
• Try the call on speaker, if working fine then revert back to in-phone and test again

If problems persist, please contact our Optus support line on 133343 (Monday – Friday 8.30am – 6.00pm AEST & 8.30am – 7.00pm AEDST - Daylight Saving)

First, try and isolate the issue:

• Check to see the cables are plugged in securely
• That there's no damage to the cables or devices
• That the internet is working on your other devices
• Try a different ethernet cable to test if the one you have could be the issue
• If it isn't already, plug the phone directly into the modem (to bypass any internal cabling/switchboard)
• Turn the device off and back on again
• Factory reset (if you know your device password)

If problems persist, please contact our Optus support line on 133343 (Monday – Friday 8.30am – 6.00pm AEST & 8.30am – 7.00pm AEDST - Daylight Saving)

 In line with industry best practices, RingCentral updates its network to ensure communications remain secure and compliant. Devices that have either reached their manufacturer’s End-of-Life (EoL) and cannot support modern security standards or they are currently configured with an outdated Transport Layer Security version, will be disabled.

This means that after the EoL date, you will not be able to connect to RingCentral through these devices to make or receive calls (including emergency service calls).

Below is a list of EoL devices. If we detect that you have EoL devices under your account, we will notify you via phone or email. If we haven’t been able to reach out and your device(s) stopped connecting to RingCentral network, please reach out to Optus support line on 1300737574 (Monday – Friday 8.30am – 6.00pm AEST & 8.30am – 7.00pm AEDST - Daylight Saving) and discuss available options.

Affected devices

Yealink models: T41P, T46G, T48G, W52P, W56P, CP920, CP960 have EoL date 30/09/2026.