Mobile app: to answer all calls that the desktop app can answer- true mobility

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In a disaster recovery situation where our offices are closed it would be nice to be able to use the mobile app to answer all our incoming phone calls (direct dial, extension group, call queues) instead of being restricted and tied to the desktop app. We are in Florida and if a hurricane is coming through we may not have access to a desktop app. Give us true mobility with the mobile app. :)
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Keith Hanley

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Posted 2 years ago

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HOLLEMAN

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Hello,

Let me first identify that I am a new RingCentral user, so my knowledge may be limited.

We are also located in Florida.  Part of the reason I am porting our system over to RingCentral is for the "cloud" aspect.  I understand that your desktop app may not work if a hurricane has created an internet outage, but my expectation is to be able to relocate, i.e. Atlanta, and then sign in there.  In times of a hurricane, mobile service usually is, or can be, impacted as well.  So, for me, the intent is simply to relocate and plug in.   

Note:  Although I was a little concerned when I logged on yesterday and saw that service for RingCentral was out for all of Tampa yesterday.  I thought they had redundant servers and that they were located outside of the State of Florida.  I'm going to need to do some more checking.
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Mike, Official Rep

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HOLLEMAN

We actually do have a variety of redundancies in place in case of emergencies.  However to give you an understanding of our service, think of RingCentral as the end-point of the service. Two other major components are your local network, and the public internet.  If your local network goes down, or in the event of a fiber cut, the public internet goes down then,  you won't be able to reach the end-point/RingCentral.   

Unfortunately the public internet is made of a a large number of 3rd party service providers which we have little or no control over.  Of course when there is an outage/fiber cut it can take time to repair and or re-route the internet traffic. This is an issue that every VoIP provider & customer has to deal with.  

In the event that there is a local outage, the options I provided to Keith in this same thread may be helpful.   A cell phone/mobile app can be a good alternative, or if you have an alternate location or employees that can work remote, then those options will likely help you. 
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HOLLEMAN

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Hello Mike,

First, thank you for responding.  I fully understand that "if the internet is down", which RingCentral is not, and cannot control, then service is down at the location where there is no internet.  However, we have clients in the Tampa area that are on RingCentral and that "had" internet, but lost service for phones.  So, the question is were your servers affected separately from the individuals that lost internet?  If not, then what caused their service to be down?

Just need to understand more so that I can plan for the potential of a hurricane.  We have clients in all 67 counties of Florida.  Just because South Florida is affected, does not mean that the panhandle is.  So, we need to be up!  I am trying to do disaster planning.  So, I need to understand the potentials.  If the internet is down, but cell service is up, does that still allow us service or, is the only way it will work is if we are at a fall-back location that is not impacted by the hurricane?  Please advise.
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Keith Hanley

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From my understanding, it was a cut fiber line at one of the phone companies outside of RingCentral control. For us, it only effected some of the inbound calls from certain cell carriers. One of them was AT&T because I could not connect from there. Our outbound service was working properly. We are in the Tampa Bay area.

There was some outbound call quality issues during that same time and I do not know if that was related but it all cleared up when the line was restored. 

I too am expecting to relocate in that situation but would like phone coverage in between sites with minimal downtime. Occasionally the office is closed for several hours due to unforeseen conditions and this would help with the phone coverage. Only the office is closed but that is where the desktop apps reside. We can easily move them to another computer at another site but again there is downtime between one computer to the next.

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Mike, Official Rep

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Hello Keith Hanley ,   Sorry I can't give you a specific answer for this. There too many variables to try and speculate, as all outages can be different.   I was merely suggesting that if there's an internet outage, having access to mobile devices using the cell phone carrier can provide a backup for you.  

Having a backup location may or may not help depending on the type of outage. 

Mike 
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Keith Hanley

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I was told this was the place to make feature suggestions. It is too restrictive being tied to the desktop app. The mobile app does not fill in many of the gaps and that is why I am here. Again sorry to bother you and the community at large.
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Mike, Official Rep

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Thanks for your comments everyone.  I'll address each of you here and then let us know if you have further questions or concerns. You can click the links below for more info. 

Keith Hanley,

The mobile app can indeed be an excellent alternative to the desktop app or a desk phone in the case of an internet outage. The mobile app can make/receive direct calls as well as calls from a call queue.  Mobile app User Guide

In addition, if your organization uses Microsoft Outlook or Outlook 365,or Google/Gmail, then there are a few more alternatives.

RingCentral® for Microsoft Outlook: You can download this from our site and it has nearly the same functionality as the desktop application. 





RingCentral for Microsoft Office 365TM:  This is works with the online version of Outlook and Office 365.  Scroll to the bottom of this page to locate the download links like below.



RingCentral for Google Apps:  This addon will appear on the right side of the web page similar to the Outlook extension. It won't have all the same functionality as the regular desktop app, but again, it may get you by in an emergency. 


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