This should be a standard feature of any IP-based phone provider. If internet connection goes down and primary phone can't be reached, all calls should be able to unconditionally forward to an external number (third party answering service).
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104 Points
- frustrated
Posted 10 months ago
Brandon, Champion
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23,022 Points
Brandon, Champion
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23,022 Points
While I am searching are using desk phones, desktop app, mobile or some combination? If you have the mobile app installed you could always answer calls that way if your office internet goes down.
J.B. Ferguson, Champion
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34,768 Points
Brandon,
This is what you are referring to:
Summary: How do I configure my RingCentral Phone Service for emergency survivability?
Details: In the event of a loss of connectivity between a local site and the RingCentral cloud service, Users lose access to voice services which is a major concern especially for 911 access during emergencies. RingCentral recommends that customers develop a local emergency survivability plan. For more information on Emergency Survivability Failover Configuration, click the links: Scenario • Wide Area Network (WAN) outages at a site.
• ISP connection problems impacting connectivity to RingCentral services.
• A RingCentral ‘Direct Connect’ outage between edge servers.
more information here: Emergency Survivability Failover Configuration Requirements • AudioCodes Emergency Survivability feature deployed with Polycom VVX phones.
• AudioCodes Analog Gateway(s) with FXO ports (AudioCodes Mediapack 114 and Mediapack 118 are supported).
NOTE: Consult with AudioCodes for details on how to properly install the gateways. RingCentral does not support deployment, configuration, monitoring or troubleshooting of the AudioCodes Gateways. Customers are fully responsible for procuring, deploying, and configuring the Analog PSTN line and AudioCodes Gateways.
• Analog PSTN line from a local telecommunications carrier.
Article Number : 9687
https://success.ringcentral.com/articles/RC_Knowledge_Article/9687
This is what you are referring to:
Summary: How do I configure my RingCentral Phone Service for emergency survivability?
Details: In the event of a loss of connectivity between a local site and the RingCentral cloud service, Users lose access to voice services which is a major concern especially for 911 access during emergencies. RingCentral recommends that customers develop a local emergency survivability plan. For more information on Emergency Survivability Failover Configuration, click the links: Scenario • Wide Area Network (WAN) outages at a site.
• ISP connection problems impacting connectivity to RingCentral services.
• A RingCentral ‘Direct Connect’ outage between edge servers.
more information here: Emergency Survivability Failover Configuration Requirements • AudioCodes Emergency Survivability feature deployed with Polycom VVX phones.
• AudioCodes Analog Gateway(s) with FXO ports (AudioCodes Mediapack 114 and Mediapack 118 are supported).
NOTE: Consult with AudioCodes for details on how to properly install the gateways. RingCentral does not support deployment, configuration, monitoring or troubleshooting of the AudioCodes Gateways. Customers are fully responsible for procuring, deploying, and configuring the Analog PSTN line and AudioCodes Gateways.
• Analog PSTN line from a local telecommunications carrier.
Article Number : 9687
https://success.ringcentral.com/articles/RC_Knowledge_Article/9687
J.B. Ferguson, Champion
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34,768 Points
Unless I am reading the requirements and the article incorrectly, the bad part regarding requirements is needing to have an Analog PSTN line. Most/any business with a VoIP system like RingCentral will be using that system and not have an analog PSTN line.
Brandon, Champion
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23,022 Points
Thanks, but no, I was thinking of the inbound failover option on a per phone number. I know I tried it once, but disabled it on my own account because it only works if you don't use desktop/mobile apps. Saadet, do you know what the feature is called? I am not finding it quickly.
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104 Points
Our current config:
All inbound calls go directly to a user ext (100).
That ext is configured to do sequential forwarding as follows:
- 2 rings, user 1
- 2 rings (grouped users 2,3 & 4)
- 2 rings (grouped users 5& 6)
- 2 rings (grouped users 7 & 8)
all of these users have hardware phones (some also have softphone/desktop app enabled)
If I just add my answering service number as the next number in the call order, would it "fail" through to that when all other extensions are unavailable due to internet outage?
All inbound calls go directly to a user ext (100).
That ext is configured to do sequential forwarding as follows:
- 2 rings, user 1
- 2 rings (grouped users 2,3 & 4)
- 2 rings (grouped users 5& 6)
- 2 rings (grouped users 7 & 8)
all of these users have hardware phones (some also have softphone/desktop app enabled)
If I just add my answering service number as the next number in the call order, would it "fail" through to that when all other extensions are unavailable due to internet outage?
J.B. Ferguson, Champion
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34,768 Points
Brnadon,
OK....I found the one you are referring to this time.....
https://success.ringcentral.com/articles/RC_Knowledge_Article/9264
OK....I found the one you are referring to this time.....
https://success.ringcentral.com/articles/RC_Knowledge_Article/9264
Saadet - Community Support, Official Rep
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56,118 Points
Hey Brandon, are you thinking of the Call Forwarding Option on Polycom phones?
Cecile Glassy, Champion
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19,504 Points
USA-based acct | 2287 Users | 3800 DID lines | 28 sites | all Polycom VVX500 phone handsets
2018-07-16 Jan - we elected to use a low bandwidth DSL line via PSTN installed at each of our 28 sites as a failover so mission critical calls could still get through if the VOIP goes down. We completed that implementation about 6 months ago and have tested extensively. It works for us.
2018-07-16 Jan - we elected to use a low bandwidth DSL line via PSTN installed at each of our 28 sites as a failover so mission critical calls could still get through if the VOIP goes down. We completed that implementation about 6 months ago and have tested extensively. It works for us.
J.B. Ferguson, Champion
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34,768 Points
That's great Cecile. I have a client who has had their internet go down on several occasions over the past 12 months. It has since stabilized but each time they have had to call me so I could go into their account and change their settings to ring right to her cell phone instead of her Polycom VVX311. They are in a region where LTE service and cell service can be iffy at best, so they can't just use the mobile app as they'd like to. It's a small attorney office (one attorney and an assistant) and they don't have a PSTN line and don't want to get one. Your organization definitely needs the solution you have.
Brandon, Champion
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23,022 Points
Finally found it.. Call Forward for Unreachable Phone:
https://success.ringcentral.com/articles/RC_Knowledge_Article/9264
https://success.ringcentral.com/articles/RC_Knowledge_Article/9264
J.B. Ferguson, Champion
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34,768 Points
LOL.....see my message about three up from here. Just noticed I fat-fingered your name and spelled it incorrectly. Sorry!
(Edited)
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104 Points
This sounds like exactly what I'm looking for but....the 'Call Forward for Unreachable Phone' option is not available on x100 (or any other). What am I missing? some sort of system-wide setting?
Saadet - Community Support, Official Rep
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56,118 Points
Hi Thad,
Please note the following:
Please note the following:
Cecile Glassy, Champion
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19,504 Points
