We have had an issue going on for over a year where some users can't receive calls from Verizon users to our direct numbers. It seems no one can find a resolution to this. Has anyone else experienced this and have a resolution?
It is getting to the point where we will need to find a different provider if this doesn't get resolved ASAP.
It is getting to the point where we will need to find a different provider if this doesn't get resolved ASAP.
-
80 Points
Posted 2 years ago
-
388 Points
-
80 Points
Brandon, Champion
-
24,750 Points
Yes I have had this happen with RC and many other providers. It is a fairly rare, but a super frustrating issue related to various carriers updating their records/routing properly. The best way I have ever found to resolve it is by collecting detailed info about specific phone numbers that cannot call and opening support cases with that provider (Verizon in your case).
It sucks, but it happens sometimes and RingCentral can't do much (if anything) about it themselves, it is technically the fault of the calling parties provider not routing correctly.
What is happening behind the scenes is like this:
- customer's phonenumebr used to be at&t (for example) and all other providers knew how to route calls to that number on at&t.
- customer ported into RC (or any provider) and now some carriers (Verizon in this case) don't get their system updated to know the phone number goes to RingCentral instead of at&t.
It sucks, but it happens sometimes and RingCentral can't do much (if anything) about it themselves, it is technically the fault of the calling parties provider not routing correctly.
What is happening behind the scenes is like this:
- customer's phonenumebr used to be at&t (for example) and all other providers knew how to route calls to that number on at&t.
- customer ported into RC (or any provider) and now some carriers (Verizon in this case) don't get their system updated to know the phone number goes to RingCentral instead of at&t.
Luke, Training Specialist
-
3,828 Points
Brandon is correct. If we have been unable to resolve the issue on our end, it's likely that the call is never reaching RingCentral and is being misrouted by the carrier that is making the call.
The best thing you can do for this carrier is present them with specific information that they can investigate. We normally recommend filling out this template with a sample of the issue when it occurs:
- Called number (To):
- Calling number (From):
- Date, Time, Time Zone:
- Describe what happened in detail:
Most carriers will request as many samples as possible and would like to have the information within a day or so of the occurrence. This should be easier if you can find anyone in your organization or friend groups that has Verizon and can test regularly for the issue.
The best thing you can do for this carrier is present them with specific information that they can investigate. We normally recommend filling out this template with a sample of the issue when it occurs:
- Called number (To):
- Calling number (From):
- Date, Time, Time Zone:
- Describe what happened in detail:
Most carriers will request as many samples as possible and would like to have the information within a day or so of the occurrence. This should be easier if you can find anyone in your organization or friend groups that has Verizon and can test regularly for the issue.
Chris Verdin, Champion
-
3,044 Points
-
80 Points
