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Richard Ryan avatar image
Richard Ryan asked neel-kothari answered

Long delays receiving voicemails via email

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.
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michel5476 avatar image
michel5476 answered Richard Ryan commented
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.
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Richard Ryan avatar image Richard Ryan commented ·
Good suggestion.  I ran a test.  In the RC web interface, the voicemail appeared immediately, but if I clicked on "View as Text" it said "Not Ready" or something to that effect.  After 8 minutes, I received the email with the transcription and attachment and when I went into the RC web interface "View as text" worked.  

I guess the bottom line is that it is the transcription that is causing the delay.  I guess the logical solution then would be to turn off transcription -- however -- that is not a great solution since it means multiple people will need to open and listen to the attachment -- coming from our main line.

If anyone has a suggestion for a workaround, I would love to hear it.
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eric-hoffman1 avatar image
eric-hoffman1 answered
Yes, it is a known issue, and my company has been dealing with it for months.  Incredibly frustrating.  
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judi-ashley avatar image
judi-ashley answered
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
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neel-kothari avatar image
neel-kothari answered
Yes I am getting this issue as well.  IS RINGCENTRAL GOING TO RESPOND?
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craig-richardi avatar image
craig-richardi answered
I am having this same issue.  Has RC fixed this for anyone yet?  
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neel-kothari avatar image
neel-kothari answered
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.
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eric-hoffman1 avatar image
eric-hoffman1 answered
It happens with my mobile app and RC Phone app on my desktop as well.  I never use the web portal.
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