question

mike avatar image
mike asked ·

4/3/17 - Reports of users unable to receive inbound calls. (Resolved)

We are investigating reports of users unable to receive inbound calls.

If you are experiencing this issue please open a support case and include the following:

1. Call sample with date, time, numbers or any other details or behavior
2. Copy and paste the following into the ticket body and/or title.  Case 05626455 INC-18910

topic-default
1 |1000 characters needed characters left characters exceeded

Up to 8 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

david-bowden avatar image
david-bowden answered ·
I cant open a case.  The open case button logs me out of the system and takes me to the login screen again.  I typically get between 10 and 40 incoming calls an hour.  What can be done so that when your system fails I can be notified so that i can switch to my backup system?  This is one of the busiest weeks of our year, so I must have missed at least 40 calls in the last two hours.
1 comment Share
1 |1000 characters needed characters left characters exceeded

Up to 8 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

David,

That has occasionally happened to me as well. You can do one of two things. If you have a different browser, open it up in that one. Otherwise, if you reboot your computer (I know...not the best way to accomplish this), you will then be able to get into the support system.
0 Likes 0 · ·
vytos-pharmacy avatar image
vytos-pharmacy answered ·
David,  I agree with you. I am a small business (retail) owner in the healthcare industry and not being able to take inbound calls without a simple and quick backup solution offered is unacceptable.  There needs to be a backup system offered by Ring Central.  Or a step-by-step to forward to a mobile phone.  Why is that not a solution?  This is not reliable. I understand outages happen, but  2 hours and counting is not acceptable. 
7 comments Share
1 |1000 characters needed characters left characters exceeded

Up to 8 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

Last Sentence needs revision......
0 Likes 0 · ·
On February 10, 2017 this was addressed in a new update as well as by Mike (RingCentral Official Rep). See below:

Mike (Official Rep) replied to this question: Admin: Will calls get forwarded automatically in the event of an outage?


Great news everyone!  We have released a feature to resolve this issue.  We can't actually monitor everyone's network, but in the event that a phone is unreachable we have a solution. View the following article for details.  We've just started pushing this out so most of you will see this in the web portal in the next few weeks. 

Call Forward for Unreachable Phone


1 Like 1 · ·
While the above addresses possible outages at the local internet/ISP level, it can still possibly be used at the RingCentral level. I haven't had my RingCentral service go down for a LONG time so there's no way I can check this out but it might be worth exploring.
0 Likes 0 · ·
I asked support about this and they acted like it was something no one had ever thought of and that it wasnt possible.  They told me to just keep an eye on the service status page to see if the network goes down.  Like I can spare a person to sit in front of that screen 24/7 and keep refreshing it so when the service goes down I can push all the calls to my backup service.  They can make a little green dot turn yellow, they should be able to send me a text message saying service is down.  But I guess not.

0 Likes 0 · ·
Show more comments
Jeremy Blaylock avatar image
Jeremy Blaylock answered ·
Can we please get an ETA?  This outage couldn't have happened at a worse time! 

Share
1 |1000 characters needed characters left characters exceeded

Up to 8 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

mike avatar image
mike answered ·
I've just received word that this issue should now be resolved. 

Let us know if there are still any related issues.

Mike

Resolved: 2017-04-03 2:50 pm MST
3 comments Share
1 |1000 characters needed characters left characters exceeded

Up to 8 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

"After investigation, RingCentral determined that the issue was isolated to a specific underlying carrier. The underlying carrier has reported that the issue has been restored. RingCentral is validating that services have been restored to all customers. We are continuing to monitor the status and will provide a final notification once verification is complete."
0 Likes 0 · ·
Issue is still occurring, please resolve.
0 Likes 0 · ·
Eugene, please call us to open a support case. The issue in this thread was resolved. Well need to look at the specifics on your account.
0 Likes 0 · ·

Write an Answer

Hint: Notify or tag a user in this post by typing @username.

Up to 10 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

Customer Spaces