SalesForce Rincentral App Slow

  • 1
  • 3
  • Question
  • Updated 3 weeks ago
  • Acknowledged
Yesterday there was an email sent out by Ringcentral saying that they were going to be moving the Data Centers to Chicago, IL. This morning our Ring Central within Sales Force has been extremely slow. Making it hard to use our dispositions. Is ringcentral aware of this issue? Is there a fix? This is slowing our Sales team down.
Photo of Rene Arellano

Rene Arellano

  • 164 Points 100 badge 2x thumb
  • Frustrated

Posted 1 year ago

  • 1
  • 3
Photo of Saadet - Community Moderator

Saadet - Community Moderator, Official Rep

  • 66,282 Points 50k badge 2x thumb
Hi Rene, are you still having issues today?
Photo of Rene Arellano

Rene Arellano

  • 164 Points 100 badge 2x thumb
Hello,

The problem as been fixed today.
Photo of Rene Arellano

Rene Arellano

  • 164 Points 100 badge 2x thumb
Actually spoke too soon. It started up again. With the same problem.
Photo of Saadet - Community Moderator

Saadet - Community Moderator, Official Rep

  • 66,282 Points 50k badge 2x thumb
Hmmm...please open a Support Case so we can investigate!

Photo of REED

REED

  • 80 Points 75 badge 2x thumb
We're seeing the same issue...running very slow. Like there isn't enough bandwidth to handle the task. I opened a case since there isn't a known issue or resolution here. I read the moving of data centers email as well.
Can you tell us what version of the RingCentral for Salesforce integration you are on? Go to Setup -> installed packages -> rc_sf_package

We are currently looking into this issue.
Also, let me know your case number so I can personally look into this. 
Photo of Jordan Richards

Jordan Richards

  • 102 Points 100 badge 2x thumb
This reply was created from a merged topic originally titled RingCentral for Salesforce not working.

The RingCentral App for Salesforce has been acting up for the last 3 days. I have had to contact support multiple times and have received no response or updates. This is slowing down our whole sales team. Yes, I have tried multiple browsers. Yes, I have tried updating the software. Yes, my computer is plugged in. Please fix the software.
Photo of Rene Arellano

Rene Arellano

  • 164 Points 100 badge 2x thumb
I feel your pain. I did speak with support today and they said that they were going to escalate it. Not sure what that means as far as fixing this problem for what seems like all the users. I know this had to do with move Chicago, IL
Can you tell us what version of the RingCentral for Salesforce integration you are on? Go to Setup -> installed packages -> rc_sf_package

We are currently looking into this issue. 
Photo of Rene Arellano

Rene Arellano

  • 164 Points 100 badge 2x thumb

5.8.4
I would recommend you update to the latest version. There were some major fixes with Akamai caching in this version. You need to update, find the directions on our appexchange listing: https://appexchange.salesforce.com/appxListingDetail?listingId=a0N3A00000EORsjUAH
Photo of Garyd Martin

Garyd Martin

  • 116 Points 100 badge 2x thumb
Rene, has there been any solution? The past few days we have had terrible delay between Salesforce and our RC desktop app. 
Hi Garyd - Let us know what version of the app you are running? I would recommend you update to the latest version. There were some major fixes with Akamai caching in version 5.8.4 which is most likely your issue. You need to update, find the directions on our appexchange listing: https://appexchange.salesforce.com/appxListingDetail?listingId=a0N3A00000EORsjUAH
Photo of Garyd Martin

Garyd Martin

  • 116 Points 100 badge 2x thumb
We are on version 6.1.3 which is the latest version that I see available.
Photo of Becky - Community Support

Becky - Community Support, Official Rep

  • 684 Points 500 badge 2x thumb
Hey, Garyd!
Can you reach out to us via the community.support@ringcentral.com?
We'd like to troubleshoot a bit more. 
Thanks!
Photo of Garyd Martin

Garyd Martin

  • 116 Points 100 badge 2x thumb
This reply was created from a merged topic originally titled Delay preventing use of click to dial. Salesforce.

We have had issues in the past with a delay between clicking the phone number in Salesforce and the call/sound opening on the RC desktop app. This has been really bad the past week. Does anyone have solutions or workarounds? My sales team is having a lot of customers hang up because there is nobody there on our end.
Photo of Shaun Kilmartin

Shaun Kilmartin

  • 94 Points 75 badge 2x thumb
We have a similar issue where it takes the RC Phone app and the Salesforce Call Adapter almost ten seconds to initiate the call after the user clicks on a phone number in Salesforce.  We are on version 6.3.  Did anybody find a solution to the slowness? Thanks!
Photo of Saadet - Community Moderator

Saadet - Community Moderator, Official Rep

  • 66,282 Points 50k badge 2x thumb
Hey Shaun, I would suggest contacting our Support team about this so that they can get you in touch with our Integrations team.
Photo of Srikumar Subramaniam

Srikumar Subramaniam, Official Rep

  • 220 Points 100 badge 2x thumb
hi Shaun,

Wanted to check if you are still seeing the delay in initiation of call?
Photo of Shaun Kilmartin

Shaun Kilmartin

  • 94 Points 75 badge 2x thumb
Yes we are.  I've been working with Ross Recoter at RingCentral support.  My case number is 09194937.  I've had three or four phone calls with them at this point where I'm asked to reproduce the problem and then collect logs.  Although, nothing has yet to come of it.  With that being said, I narrowed it down to a problem between the Salesforce Call Adapter and the RC Phone desktop application.  If I change the Salesforce Call Adapter to utilize a Polycom Deskphone to initiate the call, there is no delay.  If I tell the Salesforce cal Adapter to utilize the RC Phone app to initiate the call, there is a consistent 7 second delay between clicking the number in Salesforce and the RC Phone app initiating the call.

Photo of Srikumar Subramaniam

Srikumar Subramaniam, Official Rep

  • 220 Points 100 badge 2x thumb
Thank you so much Shaun for the details of the case. Yes, the root cause for the slowness is in the area of initializing and handoff of the call control to SoftPhone and we are working with the appropriate teams to investigate further on this issue. Using the desk phone is a good workaround until the issue if fixed.
(Edited)