Admin: Will calls get forwarded automatically in the event of an outage?

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  • Updated 2 years ago
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If our internet goes down and our phones don't work, will the cell phones associated with their user account automatically take calls? Does it matter how many rings are set or does it start the forwarding automatically?
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Susanna James

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Posted 6 years ago

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RC-Installer, Champion

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Hi Susanna, the system does not work that way. What you need to do is setup an emergency extension with the cell phone numbers associated for a Outage.

Then with just a few clicks the main number could be forwarded to that extension in the case of an outage. I setup all my customers this way as the Internet does go down from time to time.

Hope this make sense

Let us know

Thanks

Chuck
Certified Ring Central Installer
ckfuscone@yahoo.com
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Christina Pressley

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WE CANNOT DO THAT BECAUSE WE CANNOT LOG ONTO OUR WEB PORTAL
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55

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how in the hell are we to KNOW when the service goes down??? we can't be testing it every min of the day
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Mike, Official Rep

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Hello  55

We realize these things are very frustrating and we are constantly working on better solutions. As Chuck mentioned above, there will always be occasions where the internet goes down. As I'm sure you know, the internet is a rather complex web of computers and routers. Internet traffic can take a variety of routes and when such outages occur, it's often unknown from our end specific users that are affected. 

We recommend bookmarking (on your computer and cell phone)  the following two pages: 

https://success.ringcentral.com/  This is where official notices are posted. 

https://community.ringcentral.com  This Community, where we always try to provide updates and instructions. 

https://service.ringcentral.com/  It's a good idea to bookmark this on a mobile device/cell phone.  As Chuck explained above, can have calls forwarded to another device.  If your local internet is down, you can try logging in via your cell phones connection. 

I hope this helps.

Mike 
(Edited)
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Susanna James

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Hey Chuck,
Thank you for the information. It does make sense.
I just wanted to make sure since we do have a few people that don't want their cell phones associated with work. But, they have had outages in the past and we need them to still get calls should it happen again.

Have a great day!

Susanna
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RC-Installer, Champion

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Great, good luck and let me know If you need anything

Chuck
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B. McKool, Champion

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Just to clarify this, and please verify this with a Technician, but your cell phones should reflect your companies phone number on the transfer so that your employees personal cell phone numbers are never known to your clients, either on in-coming or out-going calls, when using their cell phones.
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Kim, Alum

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RingCentral has no control over personal cell phone caller ID's, therefore it will not reflect your companies phone number.  However, if you use the RingCentral Mobile App, you can make/take calls via your DL on the app and that will reflect your same caller id. 
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B. McKool, Champion

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Thanks Kim - I missed stating that step in my explanation and thank you for clarifying this.  By having RingCentral's Mobile App downloaded to your employee's cell phone this will display your work number and not your employee's personal cell phone number.  This seems to be a universal situation with most any VOIP Providers, provided of course that you download that App to your cell phone.
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Mike, Official Rep

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Official Response
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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Ed Stock

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Mike what about forwarding by a group to a PSTN number?  For example during business hours we unconditionally forward to an on premise PBX.  If that PBX is down and does not answer the call what will happen?
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Mike, Official Rep

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RingCentral currently does not have the option to do this. If you go into the Group Call Handling options, there are two choices. 1. Send the Caller to Voicemail, or
2. Disconnect the call.
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Adlai Grutas

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This reply was created from a merged topic originally titled Alert System Administrator of error or phone status if a phone goes offline.

I need RingCentral to be able to automatically send me update or status alert (either sms, email, voice call) if one of our phone went offline. We are an assisted living and we need all our phones up and running all the time so if there is an emergency we know that any phone at our workplace would work. 

Last night, I just happen to check the phone statuses online and noticed that one of the phone is offline. I don't know how long was the phone was offline but if we had an emergency and someone made a 911 call they won't be able to use the phone.

This feature is very important for us. We have multiple buildings, each has one phone. If one phone went offline without me notifying the problem that could result in potential liability problem for us in the future.
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Saadet - Community Moderator, Official Rep

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We don’t have the ability to monitor every user's internet for outages, but in the event you do have an outage we now have a feature that allows you to forward calls if your phone goes offline.  For more information see our KB article Call Forward for Unreachable Phone
(Edited)