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csstile avatar image
csstile asked ·

iPhone missed calls / never rings / no voicemail / no sequential forwarding

Service Plan: US / RingCentral ProPlus

Settings:

User Info:
  • Contact / Mobile Number = Same / Iphone
  • User Hours = Custom

Screening, Greeting, and Hold Music 

  • User Greeting = On / Custom

  • Setup Call Screening = Off

  • Setup A Connecting Msg = On / Default

  • Setup Hold Music = On

  • Blocked Calls = None

Call Handling / Forwarding

  • Desktop / Smartphone  = Off
  • Forward Calls To: Mobile > Other (also mobile)
  • Phone Will Ring = Sequentially

Messages and Notifications

  • Take Messages = Yes
  • Voicemail Message = Custom
  • Message Recipient = Ext 1 (My iPhone)

Problem:

  • Duration over a year. Had no time to pursue resolution
  • 99% of calls missed with no ring, record of call received on iPhone 6S
  • All missed calls have NO RC voicemail. (Note: Problem has existed for a year just had no time to investigate and pursue solution)
  • Missed calls can be from same or different area code.
  • Missed calls do NOT forward to secondary number
  • Missed calls can have a duration of 20+ seconds.
  • Some missed calls trigger email / txt msg but are not recorded in RC Call Log
  • Previously had an Android and Windows phone with no issues.

Attempted Resolution:

  • Customer support and my account rep have reviewed, edited and validated my settings but I still have the issue.
  • If customer support makes a test call or I use a family members cell phone to test the call is received and rings.
  • When i call my own number with the iPhone everything seems OK. 
  • I have checked my iPhone settings and I can find any that are prohibiting incoming calls.

Goal: I need to get this resolved ASAP or bye-bye RingCentral.

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brian-sherman avatar image
brian-sherman answered ·
So, I am not RC support but the two things I would look at are:

  • User Greeting = On / Custom

  • Setup A Connecting Msg = On / Default


Can you reproduce the issue with both of those set to off?  These are items that "intervene" before the call is routed.

Also, have you adjusted the number if rings (seconds) in the call handling settings, for first ring Desktop apps & smartphones?
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kim answered ·
Craig- Thank you for troubleshooting this with me today.  Let's leave the User Greeting to default for today and see the result. Let's touch base tomorrow! :-) 
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csstile answered ·

Brian,

Yes, support believes there may be an issue with the greeting, however, with my previous Android and Windows phone I had the same setup. An additional difference that I forgot to include is that with the Android and Windows phone I had AT&T. With my iPhone I have Verizon. So another element is different cellular company.

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csstile answered ·

Kim,

Two calls total today and both were missed (check RC Call Log for 877 and 281) and did not ring my iPhone. One or two minutes after missing call I received RC txt that they were missed. So the issue still exists.

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As a side note, make sure Do Not Disturb is not set on your iPhone. Under Settings -> Do Not Disturb, make sure it is not scheduled or anything else that looks abnormal.
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matt-mikolajczyk answered ·
I can verify that it is not an issue with Verizon as I have a Verizon iPhone 5s and receive both calls to the RC mobile app and straight to the mobile phone outside of the application. I see that you are not using the mobile application(I highly recommend using it, but to each their own :)).

If your User Hours are set to Custom, make sure that the times are correct, obviously, and that your Regional Settings under User Details are set for the right time zone. I had a user that was not getting any calls because her hours were set to 7am-4pm, but her timezone was set to Pacific Time and she was Eastern Time Zone, so that 7am-4pm was really set to 10am-7pm!!! Changed timezone and she now gets calls (translation - that user hates me now ;)))
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kim answered ·
Craig- just to note today's changes that we made 

1) Call Handing & Forwarding -> Increased the ring time on your cell phone by 5 seconds (to 30 seconds). 
2) Incoming Call Info -> Turned OFF " Play announcement before connecting" press 1 to connect. Note: the voicemails may forward to your personal cell phone with this setting turned off.  

Also - Your iPhone is Verizon, and your old Android/Window's phone was AT&T?

Let's let you test today and we'll follow up Monday! 
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They are making calls out through their deskphone.   All of the outgoing caller IDs for all devices are set to our main company line.
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Are they sending text messages? Those pull the DL #. 
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No text messages.  We feel it's unprofessional to interact with our customers via text messages, and as such, it's prohibited by company policy.
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Hi Michael,  Can you provide the phone numbers from the users that you know this has happened to. If you can provide us their numbers we'll double check all the settings.   

Also, in case we need to open a support case for escalation, if this happens again, please have those users note the time, date, and both phone numbers involved in the call. 

Thanks!
Mike 
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785-363-9378 and 316-202-2204 are the numbers having this issue consistently.  
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kim answered ·
Craig - How's it going today? Did you try Matt's recommendation and use the RingCentral iPhone Mobile App? 
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csstile answered ·

Kim,

I'm still missing calls directly to my iPhone. All missed calls (6) in the RC Call Log from the Thu 8/11 (877) call to current day/time did not ring my iPhone. However, I did receive two calls (512) 244 and (512) 990. So why the inconsistency?!

I just enabled the RC app. I'll try it and let  you know. However, I shouldn't be forced to use the app due to the RC issue of using my iPhone directly. RC worked on previous phones and cell carriers for 3+ yrs without an issue and should continue to work with my current phone and carrier.

One anomaly I noticed with the RC App is that the Call Log's most recent call is from Monday (512) 244. Why am I not seeing the most current calls as I see in the online RC call log?

An Acct Mgr for RC (Julie Ace Pabelona (877) 370.8000 Ext. 0158) who contacted me prior to my post and started to investigate the same issue when I communicated it to her wants to escalate to RC "upper management". I told her you were assisting and that the two of you need to coordinate your investigation and support efforts.

Matt,

Hours / Time Zone is set correctly

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Did the agent supply you with a case number? We'll follow up. Generally the case will take priority over the Community topic when something needs additional research. 
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Craig - The issue is we cannot duplicate this, which is why you'll need to contact the "missed" calls and ask them specifically what happened - did they reach your voicemail? did they just hang up? Was the call disconnected?  What happened on their end?   The support team will need specific call examples (within 24 hours) and they will need to know what the other end is saying happened....especially since we cannot duplicate it.  I've escalated Case# 0 4914559, but in the team time please reach out to the callers to get more details for the support team. 

To update the case with further information please login to http://success.ringcentral.com/RCContactSupp  s elect contact support , and you will be able to see view: open cases at the bottom of the page.  Select the case number and "add comment". 
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chen avatar image
chen answered ·
I've recently started experience the issue of calls not being forwarded to my phone, showing up as missed on RC call log, was there an actual resolution to this?
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new thread Please reference the new conversation here: Mobile App: calls not forwarding, showing as missed
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csstile avatar image
csstile answered ·

I worked with an RC Executive Response team member on my issue. After test calls from the RCER without reproducing the issue the case was decided to be closed. I still believe there is an issue but, without successful reproduction by RC their is no resolution. I was offered free service for two months as a trial to see if the issue resolves itself. I'll make a decision in Oct as to whether I stay with RC or not.

Many of the missed calls are essentially what I would refer to as 'spam' calls from various companies trying to sell their services. Attempting to call them back is virtually impossible as the Caller ID number will typically not accept calls or if you can get through you don't know who at the company called. The key question is why did none of these callers EVER got through to at least ring my phone and or leave a voicemail? And for ALL missed calls, including non-spam calls there is NO voicemail. Finally, I did setup the RC App but I question if it is working given the missed call issue continues as with the direct phone.

With the recent post from CHEN regarding a similar issue I think there is a real issue and maybe an investigation into CHEN's problem may shed light on the resolution to my problem.

In summary, I appreciated the RC support, however, no one has an answer as to why for 3yrs I had no issue with Android and Windows devices on AT&T vs iPhone and Verizon including my greeting and settings. It is apparent that there are way to many setup options that are confusing and potentially conflicting. In example the "First Ring" option name "Desktop Apps & Smartphones" is a very confusing. When I see "Smartphone" I think I have a smartphone. However, "Smartphone" doesn't mean Smartphone it means "Ring Central Mobile App" and that's how the option should read. As for the options in general there the option interface should enhanced to include a subset of basic must set options grouped as such and then an advanced optional group set which should minimize setup issues for most users.

In regard to the push to use the RC App I don't see an advantage as it just adds an additional layer and complexity to the RC solution. Given the intense push to use the RC App one has to wonder if there are more issues with the direct phone solution as well as adequate development to support the direct phone solution vs RC APP.

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Her issues is unrelated. She doesn't have her rings set high enough. 
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