Fax failing. Ring Central does not respond to open tickets

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neil-bouvier4849 asked Jan 26, '18 John Wang commented Jan 26, '18

Fax failing. Ring Central does not respond to open tickets

Fax failing. Critical problem. No support.

Of four faxes, six have failed.

topic-default

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Answer 1 · 2018-01-26T02:26:07Z

kevin-zeng8345 answered Jan 26, '18

What SDK are you using? Can you also post the error response or error message? Thanks

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Answer 2 · 2018-01-26T02:51:05Z

neil-bouvier4849 answered Jan 26, '18

Nodejs

Name Phone Number Date and Time Result+1 (518) 7735417Thursday, January 25, 2018 at 08:24 PMFailed

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Answer 3 · 2018-01-26T18:52:52Z

John Wang answered Jan 26, '18

Neil,

For an issue such as this, please open a support ticket. Please create a support ticket by following the instructions at the bottom of this page or sending an email to devsupport@ringcentral.com

https://developer.ringcentral.com/support.html

Thanks,
John

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Answer 4 · 2018-01-26T18:55:43Z

neil-bouvier4849 answered Jan 26, '18 John Wang commented Jan 26, '18

Are you joking? You've instructed me to this site to open a ticket regarding the ticket I've opened?

This is an Open Ticket.

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John Wang ♦♦ commented · Jan 26, 2018 at 08:00 PM

As mentioned by VB below, your tickets in our system were opened roughly at the time of my request and your comment here (1 hour ago now), not the time of the original post mentioned in the post title (18 hours ago now). If you have earlier tickets for this issue please let us know so our team can make sure we have all your information.

For clarification, support tickets are not opened on this community site. They are opened by creating a ticket following the link at the bottom of our support page or by sending an email to devsupport@ringcentral.com . The Support Page also has a link to check the status of your tickets.

Support page: https://developer.ringcentral.com/support.html
Direct create case link: https://developer.ringcentral.com/api/support-cases/create?sctk=TcXlTD4B1tUpOWqHSHgn7Hnnc7bl5SDx
Direct check case status link: https://developer.ringcentral.com/api/support-cases/check?sctk=TcXlTD4B1tUpOWqHSHgn7Hnnc7bl5SDx

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Answer 5 · 2018-01-26T19:49:45Z

vb answered Jan 26, '18

Hi Neil,

I have responded back to your email. The case was opened today at ~11AM PST . We respond back to developers as soon as possible.

I did look at the faxes that are sent from your account. On initial investigation, the status of the sent faxes shows that the fax device at receiving end shows up as busy. Please check the device settings on the receiving end.

Also, please provide us with the information specified below to help us in investigating the issues with Developer APIs when you open a support case with Developer Support ( devsupport@ringcentral.com)

Organization Name:

Application Name/ ID:

Environment you have issue with (SANDBOX/PRODUCTION ):

Account phone number / Extension you have issue with :

Brief description of the issue:

Full API Request and Response Along with the Request/Response Headers (required for all API related issues ) :

Debug logs from you application ( if any ):

Account Credentials ( only if the account is sandbox account , for testing purposes only):

Attach Screenshots (if any ):

Direct email/ contact information ( if email different from the above mentioned email ) :

Feel free to let me know if you have any other concerns.

VB

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Answer 6 · 2018-01-26T20:02:05Z

neil-bouvier4849 answered Jan 26, '18 John Wang commented Jan 27, '18

VB, You are the third person involved. You are the first to investigate. John Wang simply directed me to (re) enter the ticket.

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John Wang ♦♦ commented · Jan 26, 2018 at 08:11 PM

VB is on our developer support team which is responsible for responding to support tickets and I brought him in to investigate your issue here. Per VB, we could not find a ticket from you in our system until our interaction here.

From his post, your recipient fax phone numbers are busy. You can retrieve this information via the 'call-log' API where each call-log entry has a 'result' property with this information. Then you can work with the parties you are sending to regarding availability of their fax lines.

Information on the call log API endpoint is here:

Extension Call Log (for an individual extension)
https://developer.ringcentral.com/api-docs/latest/index.html?section=RefUserCallLog.html#!#RefGetUse...

Account Call Log (for all extensions)
https://developer.ringcentral.com/api-docs/latest/index.html?section=RefUserCallLog.html#!#RefGetCom...

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