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

  • 5
  • Problem
  • Updated 1 year ago
  • Solved
  • (Edited)
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

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Mike, Official Rep

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Posted 1 year ago

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David Bowden

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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.
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Jan Ferguson, Champion

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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.
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Vytos Pharmacy

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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. 
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Jan Ferguson, Champion

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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
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Jan Ferguson, Champion

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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.
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David Bowden

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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.
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Jan Ferguson, Champion

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David,

The entirety of the RingCentral service does not go down. My service in Tennessee did not go down at all. I don't know where you are located but how would they know to send which customers a text message saying their particular service is down.

Also, what of those clients who don't have text capabilities? Sounds strange but I have one client who has an older cell phone and service and does not receive text messages. If his RingCentral service goes down, he would not get RingCentral SMS texts and he doesn't get them on his personal phone. Some people are still old fashioned when it comes to their personal likes/dislikes.

Other than what I posted above and in this message, I don't have an answer to your question. I hear about the outages here in the forums but since I assist in the forums quite a bit, I get many emails from here...probably something you wouldn't want to do.

My point is that there are many variables to take into effect. I'm sorry that you didn't have service...it has happened to me only twice in the 6 years I have been a customer and a partner so maybe I'm just lucky. However, other services have similar issues so what's the answer. All I know is that RingCentral is the best I had ever found. That's why I went from customer to customer/RingCentral Partner.
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David Bowden

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Pretty simple to send out a system wide warning like the web page says so we can check. Ifnyou dont get text there is still email, dont always check your email, then there is computer voice dialing. I work with 2 companies that send me messages via computer generated voice when ever I have an order ready. There are lots of solutions. I know a room full if people I could pay to create a script that would scrape the website that says there are problems and if it sees the green dot change to yellow or a message about an outage the script would then use another gateway to send me a computer generated voice call about the problem. Does ringcentral want me to hammer their website with a scraper ever 3 minutes? Probably not. I also dont want to pay anyone to write the script or use a bit myself to do it with how busy I am. Im just pointing out there are lots of ways to fix the problem beside just doing nothing.
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Jeremy Blaylock

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Can we please get an ETA?  This outage couldn't have happened at a worse time! 
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Mike, Official Rep

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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
(Edited)
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Danno, Champion

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"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."
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Eugene Wilson

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Issue is still occurring, please resolve.
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Mike, Official Rep

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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.