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Question

Long delays receiving voicemails via email

R
On both our main line and individual extensions, when someone leaves a voicemail it is taking about 40 minutes for the email to be sent.  We are using multiple email hosts (Gmail as well as a corporate email server) and all are experiencing the same delay, so the issue is definitely on the RingCentral side.  

Is anyone else experiencing this?  We have requested support on this issue multiple times, but RingCentrlal continues to want to blame our side.  

This delay is unacceptable and is costing us business.  Our stated return call times on a voicemail to our main number is 5 minutes and there is no way for us to meet that right now.

    11 replies

    E
    Yes, it is a known issue, and my company has been dealing with it for months.  Incredibly frustrating.  
    E
    It happens with my mobile app and RC Phone app on my desktop as well.  I never use the web portal.
    J
    • judi-ashley
    • New Participant
    • 2 replies
    • July 1, 2020
    I can no longer send meeting invites from via Gmail. Get Gmail server connection email message. This started after app update. All working just fine so not sure why it had to change
    M
    • michel
    • Inspiring
    • 61 replies
    • July 1, 2020
    Have either of you logged into the RC web portal and confirm that the voice-messages are showing up in there immediately?  This will just confirm whether its the RC notification-email service or the the voice-messaging function that is causing the delays.

    We have built our own email notification service that uses the RC API functionality.  We did this originally to provide more customized rules for how / who we send notifications to (including our own archive)  But we also don't rely on the RC email notifications.
    N
    • neel-kothari
    • New Participant
    • 2 replies
    • July 9, 2020
    Yes I am getting this issue as well.  IS RINGCENTRAL GOING TO RESPOND?
    C
    I am having this same issue.  Has RC fixed this for anyone yet?  
    N
    • neel-kothari
    • New Participant
    • 2 replies
    • July 15, 2020
    They have not fixed it.  The issue is the Voicemail-to-Text feature.  If you turn that off in your RingCentral extensions, then it works instantly to get email notifications (you still get the attached voicemail file).  I am complaining with RingCentral about this and going to ask for a credit to my charges.
    H

    We had this issue on October 12, 2020. Beginning around 8:15 AM Central Time, it was taking 1.5 hours for voicemails to be delivered. Over the next 2 hours, the delays slowly decreased until we were back to a 2 or 3 minute timeframe before we received the voicemail email. Did anyone else have issues during this timeframe?

    A
    • Anonymous
    • 0 replies
    • October 22, 2020

    Hello @Holly Wallace, apologies. I would highly suggest opening a case HERE, and our phone support will investigate it for you. Thank you for your patience in this matter.

    E

    Once again another non-answer accepted by the moderators. This is such a joke. RingCentral, DO YOUR JOB and fix the problem. This is a long standing issue and needs to be addressed. Asking customers to "open a ticket" isn't acceptable. The support reps seem to have no idea that this is a known issue and are not competent enough to look up the information in your systems. Customers are subjected to a lengthy runaround when they try to open a ticket on the issue because the reps try to deny that the problem exists and use the typical "blame the customer" tactics to try to avoid dealing with upset customers.

    BeckyH
    Community Manager
    Forum|alt.badge.img+1
    • BeckyH
    • Community Manager
    • 725 replies
    • February 12, 2021

    All - Our understanding is that this issue has been resolved.
    If you are continuing to experience an issue, please reach out to us directly at Community.Support@RingCentral.com and we will escalate it as an incident for the attention of our teams.

    I understand your frustration and ask that you work with the Community team to move this up the chain.

    Please include your account information in your email so we can directly tie the issue to your specific account.

    Reply


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