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Rick avatar image
Rick asked ·

busy signals for nearly all outbound calls

We are located in Canada and since yesterday cannot seem to reach any local numbers at all using either deskphones, mobile app, or softphones using our toll-free number as the outbound caller id.. Have been on with Ring Central live chat and they claimed it was simply that all these numbers are blocking toll-free numbers from calling them which cannot be the case. There are simply too many numbers that are giving us busy signals for this to be true.

I contacted the local phone company to see if there was some kind of wide spread block that had been implemented but they said no. Also, calls are failing to our local area code even if they are with another provider such as mobile phones on Rogers and Telus for example.

I could really use some help here as I am 100% sure this is a problem with ringcentral and not a wide spread blocking of toll-free numbers.. We are an internet service provider and need to be able to contact our customers waiting for call backs.
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Rick avatar image
Rick answered ·
have received an update on my issue after it was escalated.
From their email:
is related to an on-going service impairment on our platform INC-20787. Our Engineering team are still working on the resolution.
Hope this helps anyone else that may be having this problem.
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saadetswift16514 answered ·
Hi CandadaRick,

We were experiencing some issues on Friday but they have since been resolved. Are you still having issues?
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Rick answered ·
Yes, still occurring on Saturday, yesterday and this morning.. have tried re-syncing my deskphone each day wit no change.. Very seriously impacting our business.

Please help.
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saadetswift16514 answered ·
Hmmm.....if that's the case, sounds like something else is going on. Please contact Support and include Call Samples so we can investigate them!
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Rick answered ·
I have been contacting support for over 4 days now.. still waiting on a response from my escalated case.
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Hey Rick,

Do you have a case number I can follow up on?
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Case 07128076
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Hey Rick,

Sorry for providing inaccurate information earlier :( Looks like we are still investigating this issue. Your case has been properly routed so that when the issue is resolved you should be notified.
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finally got a call through!!

can you tell me what the heck was going on that caused my business to be crippled over the last few days?

Looks like the formatting of our number has been corrected now, perhaps this was causing some trouble. was showing as +86 699 96547 before and now is showing up as +1 866 999 6547 as it should be..
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Thanks for your help
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