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Jimmy Maddox avatar image
Jimmy Maddox asked ·

Google Voice Numbers not passing through Ring Central Auto Receptionist Issues

OK , so, I have several Google Voice numbers out there connected to my business. If those Google Voice numbers are forwarded to a RING CENTRAL number, the call does not go through IF there is an Auto-Receptionist or Extension Greeting on Ring Central's side. 
HOWEVER, if a Google voice number is forwarded to a RING CENTRAL number that is set up to RING OUT to a third party phone (ie; a verizon cell phone) then the calls do in fact go through. 

That's a problem That is not good.

 I want my Google voice callers to hear my auto receptionist on RING CENTRAL so they can get routed to the right extensions.

 What is happening is If my Ring Central native phone number is receiving an inbound caller from a Google Voice number, the caller (calling the Google Voice number)  will hear nothing but continuous rings before getting a Google Voice network announcement that says "Sorry the Google subscriber you are calling in unavailable"...

CASE SCENARIO # 1
If someone calls one of my Google Voice phone numbers which is then forwarded to my
 RING CENTRAL account to any given RING CENTRAL phone line. and if that
RING CENTRAL line is set up with the Auto-Receptionist or an Extension User Greeting, then for some reason the Google Voice Caller does not hear the greetings.... RING CENTRAL is apparently rejecting the Google voice call if the Google Voice call is trying to reach a
 RING CENTRAL line with Auto-Receptionist or a User Greeting. HOWEVER....

CASE SCENARIO #2
If someone calls one of my Google Voice phone numbers which is then forwarded to my
RONG CENTRAL account to any given RING CENTRAL phone line and if that 
RING CENTRAL line is set up to automatically RING OUT, or Forward out to a third party phone (such as my personal Verizon Wireless line or any land line phone), then the Google VOICE call will go through the RING CENTRAL system as long as it is not going through Auto Receptionist or any user custom Greeting. 

In other words, I have to set all of my native RING CENTRAL phone lines to extension 1, because my extension 1 does not have any greeting on it, it just rings out to my Cell phone...
and therefore I AM able to receive the calls when configured that way. But I would be getting callers (customers) who were not subjected to any auto receptionist or Greeting... they are coming straight to me directly. I don't want it like that.

My RING CENTRAL native phone lines work fine if your dial them directly from a national cell phone carrier or land line phone. No problem. But if they are dialed from a Google Voice owned phone line , RING CENTRAL can't accept them if they are going to Auto-receptionist or custom greeting on the extensions.

 Can someone please look into this?   I recently discovered this when I ported all my Verizon cell phone lines over to Ring Central . I did so as a cost savings method.  had I known about this issue I would have left them with Verizon. As my Google Voice lines forward to them, and they then went to Ring Central with no issue. 
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danno avatar image
danno answered ·
I would have ported the GV#'s to RC.

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That was a thought of mine as well... I am still looking for a solution to this issue. If there is one i would like to execute it before going through the agony of porting all my Google Voice lines to Ring Central. but yes it is looking like that is what i will have to do. 

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Let's see if some one figured it out.  I have never been able to get GV#s to work on RC, or other hosted IP systems for that fact, and have just resorted to porting them.  After which, they work just fine.    
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Also, read this article about porting GV#'s.  https://support.google.com/voice/answer/1316844?hl=en


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kim avatar image
kim answered ·
Call your main number using a google voice number of your own and see if they hit the call logs. If none of those GV call hit the call logs, then please contact Google Voice Support with call samples to have them check the routing.

And just to be clear... none of the GV numbers have been ported to RC? 
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That is correct none of them have been ported to Ring Central and I wasn't planning to. Those Google voice numbers are free and I have about 8 of them. If I Porter them to Ring Central they will cost me about US$6 per line every month
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Are those Google Voice calls hitting your call logs?
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No. However if a google voice number is fwd to a landline or a national carrier cell phone co. such as Verizon or AT&T then the calls go thru and hit the logs... Auto receptionist works, everything works. Thats what I WAS doing... I had it all routed & configured that way... What i did is i ended up porting all of my Verizon cell business lines over to RC .., i have now learned that was a big mistake. My GV numbers continue to fwd to those lines but cannot make it thru RC if auto- receptionist is enabled. If I configure RC to bypass auto receptionist and have it ring out directly to my cell phone it does works but only in that configuration...
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Hello, ive been here... missed like 3 calls from Ring Central regarding my case.. I always called back within seconds from the missed call only to get road blocked by Network IVR, for anyone else I simply hit redial and I get them on the phone... its one of those situations... I am going to try and get a break here and call.... I have not had a chance to test out Ring Central to see if issues are resolved.

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Jimmy Maddox,   We have a support agent trying to contact you.  Can you supply us with a good phone number to reach you at please. You can email your number to community.support@ringcentral.com or add it to the case notes. 

Update web case process
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fige avatar image
fige answered ·
This reply was created from a merged topic originally titled dont receive phone calls from poeple that are useing google voice. u.s type, i port my number from google voice to ring central, and i cancel my number at google voice, now my problem is, that when somebody which have a google voice number calls me in it says's that you are not able to take this call. what is the solution for this problem?
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fige avatar image
fige answered ·
i still have the problem that when somebody which have google voice call my number it say's  we could not complete your call please try again
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I was able to locate your case regarding this matter. It looks like this is an issue that Google will have to fix on their end.  Per the case notes:

instruct customer to have google voice remove all translations for the ported number

Once this is done please retest.

Mike
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