question

eugene-wilson avatar image
eugene-wilson asked ·

pressing 1 will not connect the inbound call

Sorry for typos as I am in a hurry

I am having issues with calls that come into my direct line that when I press 1 to accept the call RC does not seem to receive the input tone and eventually sends the caller to voicemail.

Situation
Caller dials my direct number
The call is forwarded to my person Verizon cellphone
The I answer the call and I am prompted to press 1 to accept the call
When pressing 1 the prompt message continues to play
Even if you repress 1 the message continues till it say we did not receive a reply from you

Frequency
Past 2 weeks
Random times of day
Random location including out of state
No specific inbound caller issue (but it appears some callers it happens more often to)

Equipment
Moto Z Force Droid
Cell service strength 4G and will happen at all levels of signal

Seriously need assistance on this issue. We try to replicate the following and there is no rhythm or reasoning to the problem.

Time to transfer the call first to speakerphone (driving alot) and then pressing 1
waiting to press 1
pressing 1 first then transfer to speaker

It happens to all scenarios, seldomly can it happen back to back on calls.

This needs to not happen as I need the calls to come in due to my work it can be highly embarrassing when you have a scheduled testimony and you cannot retrieve the call......
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mike avatar image
mike answered ·
Hi Eugene,  Just letting you know we created case 05522993 for you so we can look into this. In your case notes can you please add some samples.  Times, dates, and phone numbers involved if possible.   You can access the case with the button below. 


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eugene-wilson avatar image
eugene-wilson answered ·
Problem has started to reoccur. Many RC customers are now experiencing the same issue.
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Hi Eugene,  If you haven't done so already, please open a case so this can be escalated.
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