Google Voice Numbers not passing through Ring Central Auto Receptionist Issues

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OK , so, I have several Google Voice numbers out there connected to my business. If those Google Voice numbers are forwarded to a RING CENTRAL number, the call does not go through IF there is an Auto-Receptionist or Extension Greeting on Ring Central's side. 
HOWEVER, if a Google voice number is forwarded to a RING CENTRAL number that is set up to RING OUT to a third party phone (ie; a verizon cell phone) then the calls do in fact go through. 

That's a problem That is not good.

 I want my Google voice callers to hear my auto receptionist on RING CENTRAL so they can get routed to the right extensions.

 What is happening is If my Ring Central native phone number is receiving an inbound caller from a Google Voice number, the caller (calling the Google Voice number)  will hear nothing but continuous rings before getting a Google Voice network announcement that says "Sorry the Google subscriber you are calling in unavailable"...

CASE SCENARIO # 1
If someone calls one of my Google Voice phone numbers which is then forwarded to my
 RING CENTRAL account to any given RING CENTRAL phone line. and if that
RING CENTRAL line is set up with the Auto-Receptionist or an Extension User Greeting, then for some reason the Google Voice Caller does not hear the greetings.... RING CENTRAL is apparently rejecting the Google voice call if the Google Voice call is trying to reach a
 RING CENTRAL line with Auto-Receptionist or a User Greeting. HOWEVER....

CASE SCENARIO #2
If someone calls one of my Google Voice phone numbers which is then forwarded to my
RONG CENTRAL account to any given RING CENTRAL phone line and if that 
RING CENTRAL line is set up to automatically RING OUT, or Forward out to a third party phone (such as my personal Verizon Wireless line or any land line phone), then the Google VOICE call will go through the RING CENTRAL system as long as it is not going through Auto Receptionist or any user custom Greeting. 

In other words, I have to set all of my native RING CENTRAL phone lines to extension 1, because my extension 1 does not have any greeting on it, it just rings out to my Cell phone...
and therefore I AM able to receive the calls when configured that way. But I would be getting callers (customers) who were not subjected to any auto receptionist or Greeting... they are coming straight to me directly. I don't want it like that.

My RING CENTRAL native phone lines work fine if your dial them directly from a national cell phone carrier or land line phone. No problem. But if they are dialed from a Google Voice owned phone line , RING CENTRAL can't accept them if they are going to Auto-receptionist or custom greeting on the extensions.

 Can someone please look into this?   I recently discovered this when I ported all my Verizon cell phone lines over to Ring Central . I did so as a cost savings method.  had I known about this issue I would have left them with Verizon. As my Google Voice lines forward to them, and they then went to Ring Central with no issue. 
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Jimmy Maddox

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Danno, Champion

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I would have ported the GV#'s to RC.
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Jimmy Maddox

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That was a thought of mine as well... I am still looking for a solution to this issue. If there is one i would like to execute it before going through the agony of porting all my Google Voice lines to Ring Central. but yes it is looking like that is what i will have to do. 
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Danno, Champion

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Let's see if some one figured it out.  I have never been able to get GV#s to work on RC, or other hosted IP systems for that fact, and have just resorted to porting them.  After which, they work just fine.    

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Danno, Champion

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Also, read this article about porting GV#'s.  https://support.google.com/voice/answer/1316844?hl=en
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Kim, Alum

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Call your main number using a google voice number of your own and see if they hit the call logs. If none of those GV call hit the call logs, then please contact Google Voice Support with call samples to have them check the routing.

And just to be clear...none of the GV numbers have been ported to RC? 
(Edited)
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Jimmy Maddox

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That is correct none of them have been ported to Ring Central and I wasn't planning to. Those Google voice numbers are free and I have about 8 of them. If I Porter them to Ring Central they will cost me about US$6 per line every month
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Kim, Alum

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Are those Google Voice calls hitting your call logs?
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Jimmy Maddox

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No.
However if a google voice number is fwd to a landline or a national carrier cell phone co. such as Verizon or AT&T then the calls go thru and hit the logs... Auto receptionist works, everything works. Thats what I WAS doing... I had it all routed & configured that way...
What i did is i ended up porting all of my Verizon cell business lines over to RC .., i have now learned that was a big mistake.

My GV numbers continue to fwd to those lines but cannot make it thru RC if auto- receptionist is enabled. If I configure RC to bypass auto receptionist and have it ring out directly to my cell phone it does works but only in that configuration...
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Kim, Alum

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It sounds like you are bypassing the RingCentral system completely on most of your above scenarios... 

If the Google Voice calls are not hitting your RingCentral call logs, then the calls are not connecting to RingCentral.  You'll need to contact Google Voice Support and have them check the routing to RingCentral and remove the translations. 
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Jimmy Maddox

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Well they may not be Hitting the logs but they are going through Ring Central because if I have it configured to bypass auto receptionist and go straight to my cell phone ... That I carry with me ..
the calls are being routed to me...
So those Google voice numbers must be going through RingCentral otherwise how could they be routed to me?
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Kim, Alum

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I tried to find the best way to contact Google Voice Support (maybe others have a better way) but I didn't find much.  You can start here:  https://support.google.com/voice/?hl=en#topic=1708124 
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Jimmy Maddox

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Thanks Kim. I sent you back my test results.
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Kim, Alum

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Got it! Thank you.  The case owner will investigate and get back with your shortly. 
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Kim, Alum

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Jimmy - Checking in?
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Jimmy Maddox

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Hello, ive been here... missed like 3 calls from Ring Central regarding my case.. I always called back within seconds from the missed call only to get road blocked by Network IVR, for anyone else I simply hit redial and I get them on the phone... its one of those situations... I am going to try and get a break here and call.... I have not had a chance to test out Ring Central to see if issues are resolved.
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Kim, Alum

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Please login online to update your case with that information... those updates go directly to your case owner. 
(Edited)
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Jimmy Maddox

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ok i have a case # i will call in in a few minutes with the case #... hopefully case owner will be available..
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Jimmy Maddox

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OK just did a TEST, problem still exists, I called in with my case # only to be told by a lower tier rep that I would be contacted within the next 24 hours...  Seems like we will be playing this game for quite some time... When Mary, case owner calls me I miss the call by 1 or 2 rings, I then do not have a fast way of calling right back...as I am road blocked by RC Network IVR system.
 
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Jimmy Maddox

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Latest test done today at 15:32pm CST June 10, 2016.
called from a random cell phone to my Google Voice # (254) 300- XXXX and then it Fwd to RC account (361) 221- XXXX  and logged...just fine.
 inbound call set to be greeted by auto-receptionist.
Call did not pick up auto -receptionist, Instead  kept ringing until Google Voice network announcement picked up:
 [ "we're  sorry the Google subscriber you are calling is unavailable" ]
Now switching back my RC  # (361) 221-XXXX from auto-receptionist to Fwd directly back to my cell phone (361) 443-XXXX so that i wont miss calls.  

NOTE: Just to be clear:
this is not an issue if callers is calling from regular phone or cell phone to a RC line. If that happens then RC line behaves according to how its set.  (either auto-receptionist, ring out to other extension, or Fwd to an outside phone). However, my callers are indeed calling from regular land line phones and cell phones to my publicly listed GOOGLE voice lines, (VOip / Voice Override IP) and then the Google lines are being logged thru ring central but not completing the call is my RC is set up with auto-receptionist or another ext. greeting. 
inbound Voip calls ( Google voice #'s) are only connect all the way through if Fwd to RC line that is then Fed directly to an outside phone/cell phone. 
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Jimmy Maddox

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OK i had received 3 voicemails from a 'mary' stating my case # was  04682929...but OK
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Kim, Alum

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Thank you Jimmy - Please make sure you put your notes  in the case directly moving forward. 
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Jimmy Maddox

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I wish I could, I do not know where to place the above information...
can someone point me where? I dont know where. 
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Jimmy Maddox

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i will explore around to see if i can log into my case
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Kim, Alum

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To update the case with
further information please login to http://success.ringcentral.com/RCContactSupp Select “contact support”, and you will be able to see “view: all open
cases” at the bottom of the page.
 
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Jimmy Maddox

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ok great.  I just did that...
the latest case number listed is  04682929 I did not see one for  04683095...
at any rate a pasted my case study as I have done here
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Jimmy Maddox

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OK I got to get back to work here.,, ive spent  :50 min .. on this today, and that is fine , just trying to  progress through the day.. I will be back online here tomorrow... BTW I pasted my latest test results to the very top case # listed, 04682929, I did not see a case # 04683095
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Mike, Official Rep

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Hi Jimmy, I see there are two open cases on your account and I do see your updated notes in 04682929.  It has been escalated to our Tier 2 support and is being worked on . 
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Jimmy Maddox

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Yeah I don't know you'll have to inquire within as to why there are 2 open cases. Its typical RC behavior to screw with things. That is half the reason ive had issue for nearly 4 months straight
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Kim, Alum

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@Jimmy -

I wanted to check in and see how things are going? I've checked your cases status (04682929) and it looks like the case owner is trying to reach you.  Can you please login online to your account and update your case with the best call back number for them to reach you? 
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Jimmy Maddox

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Hey there Kim, 
Problem still exists. 
I called from a cell phone to a phone number of mine that is owned by Google. 
Google Phone like forwards to one of my man RC phone lines.  The call gets logged but RC still isn't recognizing inbound calls from Google lines. Auto-Receptionist still does not engage. Only way inbound calls  coming from Google line go through is if I bypass auto-receptionist or any of the extension greetings and have it Ring out (or forwarded) directly to my CELL Phone.  Customers do not hear any announcements.  I cannot use and engage the Full benefits of Ring Central ....
People have asked why I dont port over my Google numbers to RC... because I pay quite a bit per month as it is plus $180 annually... I have several google lines that cost me $0.

Ok  just giving you an update. One of the RC tech support reps sent me an email yesterday asking me if my issues have been resolved. LOL
 AS IF, they have been working on the issue every day for the past 4 months.  AS If they are hoping I resolved it myself. No, I tell them , not resolved. Not sure what they are doing. My Question to them is have they found a solution yet.   
Jim M
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Kim, Alum

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I'll check on your case. Can you update the case with a fresh call samples from today? I want to take a look at a fresh call sample. :-)  Label the numbers as best you can, like "version cell" or RingCentral number, or GoogleVoice number that is routed to XYZ (carrier). 
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Mike, Official Rep

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Jimmy Maddox,   We have a support agent trying to contact you.  Can you supply us with a good phone number to reach you at please. You can email your number to community.support@ringcentral.com or add it to the case notes. 

Update web case process
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Mike, Official Rep

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Jimmy Maddox

We still have case 04682929 open for you. The support agent was unable to reach you by phone. If this issue is resolved can you please reply here and let us know or update the case notes with valid contact information? 

Update web case process

Thanks!
Mike 
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Mike, Official Rep

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Jimmy Maddox,   Checking in again.  The support agent is still trying to get in touch with you on this.  If you need him to call you at a different number please update the case with your notes.  Update web case process
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Jimmy Maddox

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No one has called my phone...
And yes problem still exists
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FIGE

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This reply was created from a merged topic originally titled dont receive phone calls from poeple that are useing google voice.

u.s type, i port my number from google voice to ring central, and i cancel my number at google voice, now my problem is, that when somebody which have a google voice number calls me in it says's that you are not able to take this call. what is the solution for this problem?
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FIGE

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i still have the problem that when somebody which have google voice call my number it say's  “we could not complete your call please try again”...
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Mike, Official Rep

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I was able to locate your case regarding this matter. It looks like this is an issue that Google will have to fix on their end.  Per the case notes:

instruct customer to have google voice remove all translations for the ported number

Once this is done please retest.

Mike