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sales-line9783 avatar image
sales-line9783 asked ·

Refresh SMS to softphone?

I was away from the office yesterday in a class.  It was a very busy day in the office with a high volume of text messages to/from my employees with my office manager--mostly scheduling conversations that I need to continue to reference.  I was going to review all messages after class to ensure nothing slipped through the cracks.  My mobile app had reset and I only had text messages from 5pm (probably 200 texts were gone)--this happens without warning or notice so I don't know if it's a purge, reset, update but would sure like to know and approve it before it happens.  But no problem--my desktop softphone is the master copy of all texts so I thought when I get to work, I'll do it there.  Nope--the softphone hasn't updated since Wednesday so 2 days of text messages with detailed scheduling instructions are gone.  

2 questions: 
1:  Does anyone else have their mobile app suddenly purge all text messages (voicemails strangely are all still there--going back forever)?  Is there a setting I can unselect to keep this from happening again?  
2:  Does anyone know how long the ring central server keeps text messages and is it possible to re-download or sync the desktop app to it and retrieve the missing messages?  

It's a pretty big deal--especially losing text messages that are less than 24 hours old.  Mistakes because of scheuling issues could cost us a lot of $ and reputation so this can't continue.  
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bob-robinson3288 answered ·
Sometimes when there is a volume of SMS messages, the desktop app just doesn't refresh.  Have to scroll to the bottom and click the three dots to update the content.  I don't know where any record of text messages is kept (nothing in the admin Call Log for texts, unfortunately).
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sales-line9783 answered ·
On my mobile app I hit the resync message inbox option under settings and it only refreshed to 7:30 this morning so again, messages that were sent at 6am are gone.  Are there no messages retained on ring central servers?  

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saadetswift16514 answered ·
Hey Sales Line,

Here is a KB article regarding Message Storage and Data Retention

I see that you've opened a few cases regarding this issue, looks like the Support Agent for case 07044170 is awaiting some more information from you. 
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ring-central-user11315 answered ·
I just lost text messages (probably 500 texts)  between June 25 2018 and Aug 13 2018 on my Desktop and between May 25 2018 and Aug 13 2018 on my smartphone. If your going to offer this services to business you need to STOP losing our data!! otherwise this service is just a toy for children. PS I was on your call center for 90 mins. They did nothing to recover the lost data, kept me on hold most of the time and accused me of deleting my own data.
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I'm sorry for the frustration. It is always best practice to regularly back up your data - some customers use RC Archiver or they use other means (check out the API option mentioned in the Article below). 

You should also be aware of our  Message Storage and Account Data Retention Policy

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