Call forwarding fails randomly without any reason.

  • 0
  • 1
  • Question
  • Updated 5 years ago
Archived and Closed

This conversation is no longer open for comments or replies and is no longer visible to community members. The community moderator provided the following reason for archiving: We have archived this topic as it has either reached a resolution, has become inactive, or information contained in this thread is no longer accurate. If you have questions or comments related to this to thread, please create a new topic, or post to ano

I have two toll-free numbers that I ported to RingCentral that should just automatically forward to my local number. I know that local number is in a hunt group that can handle 8 calls simultaneously, when we usually average just 2-3 at a time during business hours.

My issue is that my clients are calling the toll-free number and getting a busy signal without any explanation. It happens without warning, without any recognizable pattern, and I know the issue has nothing to do with the local number that should be receiving the forwarded calls.

This is a major issue for me and I am going to lose clients. It has nothing to do with the softphone client software, which has nothing to do with these numbers. No one has made any changes to the account settings since the toll-free numbers were ported last year, and I know the receiving equipment is working fine because I can call those numbers directly. There is some issue with routing these calls through RingCentral's equipment in the Philippines.
Photo of nvn

nvn

  • 80 Points 75 badge 2x thumb
  • angry and very frustrated like my clients.

Posted 6 years ago

  • 0
  • 1
Photo of RC-Installer

RC-Installer, Champion

  • 27,748 Points 20k badge 2x thumb
So when has this problem started? Was it working and then just broke

I would have to see how your call flow and hunt groups are setup. Also is everyone using a soft phone? Just checking because there could be some limitations but I am not sure at this moment

What do your call logs say for the callers that are getting a busy signal?

Any Ideas

I could work with you but would definitely need to see your call flow to try and trouble shoot the issue

Let me know

Thanks

Chuck
Certified Ring Central Installer
ckfuscone@yahoo.com
Photo of nvn

nvn

  • 80 Points 75 badge 2x thumb
There is no soft phone involved in this call flow. There are no IP phones involved in this call flow.

According to the activity logs, there are a lot of "MISSED" calls. I don't see how that is possible. The toll free numbers are set to automatically forward to my local number, and that can definitely handle the volume of incoming calls. The "Missed" calls are minutes to hours apart. There is something wrong when the call to the toll-free number is received at RingCentral and before the call is forwarded to my number.
Photo of RC-Installer

RC-Installer, Champion

  • 27,748 Points 20k badge 2x thumb
So I am assuming you just have an extension setup that has you cell number in the call handling. Are the hours set to 24? That could be one issue

Did you look at the detailed view of the call log?

If there are no call queues or IP phones why did you mention them in your opening thread?

I would have to see the setup to properly trouble shoot

Let me know if you want to setup some time

Thanks

Chuck
Certified Ring Central Installer
ckfuscone@yahoo.com
Photo of Ben Foster

Ben Foster, Alum

  • 6,124 Points 5k badge 2x thumb
Hi nvn - this sounds like an issue for our executive response team, and possibly our QoS team. I recommend you describe your problem in detail by creating a case at http://success.ringcentral.com/RCContactSupp. If the issue doesn't get resolved to your satisfaction, please let me know.
Photo of Paul

Paul

  • 90 Points 75 badge 2x thumb
I am having the same problem.  The service works fine at times, and for no apparent reason, stops working and calls don't come through.  I have an active support ticket open and I am getting no resolution.  Now that I'm checking into this, I see that I am not alone.  Please help!
Photo of RC-Installer

RC-Installer, Champion

  • 27,748 Points 20k badge 2x thumb
Paul, what type of IP phones are you using and what is your network setup like?

In my experience when a call is not delivered to a phone randomly or you have periodic issues then it is something on the local network.

This comes down to the type of switch you are using and the type of router etc.

We could look at the call flow config in the Ring central system but at the end of the day I think the issue is with the local network setup

Chuck
Certified Ring Centtral Installer
ckfuscone@yahoo.com

This conversation is no longer open for comments or replies.