Phones - Transitioning from Shopgenie to RingCentral (VoIP service)

Jump to:

• Overview
• Should You Switch Now?
• What Is Phones (in Tekmetric)?
• Migrating to RingCentral
• What Happens to Your Text Messaging?

Overview

If you're currently using Shopgenie for your shop's phone system, you may be wondering what switching to RingCentral means for your business — and whether now is the right time to make the move.

This article walks you through everything you need to know: what to expect, how the migration works, and how the two systems compare so you can make an informed decision.

⏳ Heads Up: Shopgenie will have a sunset date in the future, but we have not set that date yet. We are committed to giving you plenty of advance notice before anything changes, so you won't be caught off guard. We'll communicate clearly and early when that timeline is confirmed.

Should You Switch Now?

Switching phone systems is a real operational decision, and we want to support you in making the right call for your shop — not just push you to migrate. Here are a few things to consider when deciding whether to switch now or wait:

Reasons you might switch now:

• You want a tighter integration between your phone system and Tekmetric workflows (like call pop with CRM context on inbound calls).
• You're comfortable managing advanced phone features (voicemail, business hours, recordings) through the RingCentral app while Tekmetric continues to build out its embedded experience.
• You’re comfortable using Shopgenie and Tekmetric in parallel and don’t rely heavily on advanced features not yet available in Tekmetric, such as call scoring.
• You'd like to get ahead of the eventual Shopgenie sunset and migrate on your own timeline.

Reasons you might wait:

• You actively rely on features like call tracking, call scoring, or SMS automation — these are planned features for Tekmetric but are not yet available.
• Friendly reminder: AI Call Tracking, Recording, and Scoring are Shopgenie feature-specific charges that may appear on your invoice. RingCentral would be the new provider of your VoIP service and will bill you directly for that phone service.

💬 Not sure what's right for your shop? We're happy to hop on a quick call to understand how you're using Shopgenie today and help you figure out whether switching now or waiting makes more sense for your workflows.

What Is Phones (in Tekmetric)?

Phones is an embedded calling experience built directly into your Tekmetric account, enabled through RingCentral's platform. Rather than managing a separate phone system, your team's calls are tied directly to your shop's workflow — including features like call pop notifications, which automatically surfaces customer information when an inbound call comes in (learn more here).

Phones is designed with the shop experience in mind. That means the feature set is intentionally focused on what matters most for running a shop — not every feature Shopgenie offers is available today, but more is being added over time. The comparison table below outlines what's currently available.

Feature Comparison: Shopgenie vs. Phones

Use this table to understand where the two systems stand today. Features marked as "Planned" are on our roadmap. Features noted as available "via RingCentral" can be accessed through the RingCentral app or admin portal even if they're not yet embedded directly in Tekmetric.

Migrating to RingCentral

The following section outlines the recommended process for migrating your phone system from Shopgenie to the RingCentral RingEX platform. The migration is designed to be low-risk and non-disruptive, leveraging RingCentral's pre-porting provisioning capabilities to ensure continuity of business operations throughout the transition.
 

Your Existing Phones Are Compatible

Good news — if you have desk phones that are currently working with Shopgenie (such as Yealink or SNOM devices), those same phones are compatible with RingCentral. You won't need to buy new hardware just to make the switch.

The migration process involves a few steps to re-provision your phones to point to RingCentral's servers, but your existing devices will work. See the migration steps below for details.
 

Which Numbers Should You Port?

When migrating to RingCentral, you should only port your main business phone line — the primary number your customers call to reach your shop.

DO NOT port your individual marketing call tracking numbers. These are separate numbers used by Shopgenie for call tracking campaigns, and they are managed differently. Porting them to RingCentral would break your call tracking setup. If you're unsure which numbers are marketing numbers versus your main line, please contact Tekmetric Support before submitting any porting request.
 

Step1 : Pre-Porting Provisioning in RingCentral

When a new user or line is added to RingCentral, the system automatically assigns a Temporary Direct Inward Dial (DID) number. This temporary number allows your team to begin productive work on the RingCentral platform immediately, without waiting for the port to complete.

What You Can Do During Pre-Porting

• Provision Hardware: Set up and fully test desk phones or softphone applications prior to the port completion date.

• Make Outbound Calls: Users can place outbound calls immediately using the temporary number assigned to their line.

• Configure Call Routing: Build out your IVR menus, call queues, voicemail, and user settings well in advance of the Firm Order Commitment (FOC) date. 

⚠️ Note: Once a temporary number is assigned to the account (prior to the port completing), a charge will apply. The cost is determined by how the number is classified — either as an additional local number or a direct digital line. Please consult your RingCentral account representative for current pricing details. 
 

Step 2: Parallel Run (Both Systems Active at the Same Time)

RingCentral recommends a "Parallel Run" approach for all migrations. This strategy allows both your existing Shopgenie system and RingCentral to operate simultaneously during the transition period, significantly reducing migration risk.

Outbound Calls

Users begin placing outbound calls via RingCentral immediately. To ensure a seamless customer experience, the outbound Caller ID can be configured to display your existing business numbers — customers will not see the temporary DID. Refer to the following RingCentral support resources for setup guidance:

•        Updating Your Outbound Caller ID (RingCentral Support Article #2297)

•        Using Third-Party Numbers as Substitute Caller ID

Inbound Calls

Configure a call forward at the existing (losing) carrier level to route inbound calls to your RingCentral temporary numbers. This allows you to validate the full incoming call flow — including IVR, queues, and routing rules — before the actual port takes place.
 

Step 3: Hardware Provisioning - Moving Phones to RingCentral

Follow the steps below to migrate physical desk phones from the existing Shopgenie platform to RingCentral. It is strongly recommended to migrate one phone first as a pilot before proceeding with the remaining devices.

Step-by-Step Phone Migration

1. Remove from Existing Systems: De-provision the phone from both the Voiply and YMCS management platforms. NOTE: Additionally, phones and pagers must be removed from the Yealink and SNOM Zero Touch Clouds prior to migration.

Please notify your Shopgenie support team (sgvoiceteam@tekmetric.com) to handle these removals. This step can be completed at any time in advance of the phone migration to RingCentral.

2. Factory Reset the Phone: Perform a factory reset on the device to clear all existing configuration. 

3. Set the Provisioning URL: Log into the phone's web administration interface and enter the RingCentral provisioning URL. For Shopgenie Yealink phones, after completing the factory reset, navigate to Settings → Auto Provision → Server URL in the Yealink web UI and enter the following URL: 

4. Initiate Provisioning: Click "Provision Now" within the phone's web administration interface to complete the configuration.

5. Pilot Validation (Recommended): Migrate one phone to RingCentral first and thoroughly verify its operation before proceeding with the remaining devices.

Step 4: Final Cutover

Pre-Cutover Checklist

Before forwarding your numbers from Shopgenie to RingCentral, make sure the following are in place:

• You have confirmed which numbers are being ported — main business line only, not marketing/tracking numbers.
• Call routing, IVR menus, and queue configurations have been set up and tested in RingCentral.
• All desk phones intended for migration have been provisioned and verified.
• Inbound call forwarding from ShopGenie has been tested end-to-end.
• Outbound Caller ID is correctly displaying your existing business numbers.
• Your team has been briefed on the new system and knows how to use the RingCentral app. 

Final Cutover Sequence

6. Number Forwarding: Once you are ready for final cutover, please contact the Shopgenie support team at sgvoiceteam@tekmetric.com to coordinate forwarding your calls to RingCentral.

7. Remove Phones from Shopgenie Servers: De-register and remove all migrated phones from the Shopgenie server infrastructure.

8. Submit Port Request: Submit your porting request to transfer all numbers officially to RingCentral.

9. Decommission Shopgenie Domain: After successful port completion, decommission the Shopgenie phone domain.

On the official port date (called the "FOC" Firm Order Commitment date), your temporary RingCentral numbers are automatically replaced by your real business numbers. No additional reconfiguration is required — the final cutover is seamless and transparent to end users.

For any questions related to RingCentral setup, configuration, or porting, please contact your RingCentral account representative.

What Happens to Your Text Messaging?

Shopgenie Messaging & Text Campaigns

If you use Shopgenie's messaging or text campaign features, those may use a different number than your primary voice line. In most cases, you should not see any interruption to those messages during the migration.

This also applies to your Shopgenie marketing and call tracking numbers — since you are not porting those numbers to RingCentral, they will remain active in Shopgenie and your messaging and campaign activity should continue uninterrupted.

TekMessage (Tekmetric's Hosted Messaging)

If any of the numbers being ported to RingCentral are currently hosted for use with TekMessage (Tekmetric's Hosted Messaging service), those numbers will need to be rehosted in Tekmessage after the port has completed.

If you're currently using TekMessage, there may be a brief disruption during the number porting process. Here's what we know from recent migrations:

• Some shops that recently went through this same migration experienced no interruption at all.
• In a worst-case scenario, messaging may be unavailable for up to 48 hours while the port completes and rehosting is finished on RingCentral's side.
• Once the port is complete, Tekmetric Support will help you rehost your numbers in TekMessage to restore full messaging functionality.

⚠️ Important: TekMessage will not be available during the rehosting window. Please plan accordingly and reach out to Tekmetric Support to coordinate the rehosting process as soon as your number finishes porting.