question

they fixed it in 20 - 30 minutes, but the fact their status was showing green, and no one responded to a critical fault logged for 48 hours...

that said - this thread reminded me of a problem so decided to call support and whilst it took 45 minutes - they sorted out an issue thouroughly, politely, and very efficiently so maybe answer is to call not use their website. 

Yeah dude you are drinking the kool aid or work there !

Here is a simple example. We have 2 sites and 8 extensions. All went down... phones lost connection at both sites - still had IP at each site, looked at RC online status - and guess what - everything working ok... for about 20 mines everything was down. Logged a critical support call online.. I had an email 2 days later, asking if our phone system was still not working. The difference between pre sales and post sales is literally unbeleivable. The best pre sales experience i have ever had. The day i entered my card details was the day the great experience stopped.

@ Andrew - sounds like your ISP could've dropped too...  may not have been RC?

That was our first thought  - we have 1gb fibre connection in one location, and 100 ethernet in the other (the two locations are in different countries). The fact i could look at the RC status, log a fault on their website whilst IP phones were down... and  we monitor our ip lines as we have mission critical services running on our systems. 

They have put me in POPEYE MODE where I have all I can standz and I can't standz no more !

You can always call the Phillipines and ask them ?

Thanks Rocky,  You'll hear from someone very soon. 

it hasn't even been 12 hours...  cut them a little slack, sheesh.

:-) Like i said, I am far more interested in the response.

I think we'd all like to know why we had an hour outage, sure.  

it's clearly not going to be something as easy as "oops, sorry... Gary tripped over the power cord." 

the entire country lost service!  

Rocky...Dustin was referring to the outage *yesterday* and was speaking to what Josh. He is not referring to whatever you are talking about.

Sorry to have caused confusion, Rocky. I felt your situation and thought I would reinforce that others are having outage issues as well. I hope the call with RC goes well and they are able to help resolve the situation.

regarding feature requests.  i feel your pain, but i'm not sure you understand how these things work.  could you imagine if they dedicated a team to adding every single feature request that every single one of their customers requested?  I know I've stumbled on a few things i really wish were possible.  but there is a work around for pretty much everything.  

the system would be overly complicated and not user friendly if they added everything we asked for.  the purpose of "rallying" other people with the same request is so you can be sure what you're adding will benefit the masses.

my company has multiple offices, with multiple IVR's and multiple settings, a pretty extensive setup.  as a groundwork we setup each of the offices the same.  if there is a requested change, we bring it to a meeting and we vote on it.  if we get enough people that agree the change is worth making.  we make the change.  if we just configured every office unique for their needs, it would be unmanageable.

Good luck finding half the features Ring Central offers with any of the other comparable VOIP providers.

Dustin, I understand your point of view, and I do have a slight understanding of what is involved in implementing some software changes. However, the things I ask for are not extravagant or unique to my needs, they are usually intended features of a device that (according to the internet) is supported in most all cases except RC. I am not expecting RC to customize my phones to fit my needs, but to provide what I consider basic functionality of an office phone that I never even thought to ask about before finding out I can't have it. The other thing that is often irritating to me is that the feeling represented by support is that I'm the only one with my particular concerns. Which I can't believe. I'm glad that you are fully satisfied with the current offerings of RC.

Regarding my jab about cell subsidizing, I was joking but considering the percent of the time that our service is unsatisfactory (or just unavailable) and the amount that we rely on our cellphones since switching to RC, it's not out of the question.

@Claudio, Medical Offices + Medical Scheduling Call Center

@Ross, could you share an example of intended feature?  perhaps my business could benefit from your suggestions, and we could start rounding people up together.

I got a comment deleted by the moderator for doing that earlier, but since your asking, I'll try again. What's really bothering me right now is contacts. We just bought some PolyCom VVX550 touch screen phones with many bells and whistles, and i've come to find out that many of these whistles are not supported by RC (according to the internet, just RC). The one that I'm having the most trouble living without is how the phone handles contacts. It is set up to have "directories" which would be large sets of contacts visible on all phones. Unfortunately the way to implement this is through a directories file which is accessed from the "boot server" (I'm not an IT expert, I'm regurgitating what I've read, mostly from PolyCom Manual and forums) which in our case lives on RC's servers. It would make a lot of sense to me that RC would transfer the hundreds of contacts I have on my RC account to this directory file so that they will show up (and even sync?) on my desk phone. If this is not possible due RC time constraints, I would be happy to take a crack at it myself (plenty of experience editing config files and manipulating databases), if I could get access to that file. As it stands, the only way for me to view my contacts on my desk phones is to manually enter each of the hundreds of contacts into each phone through the three inch wide touch screen keyboard (which would take me days). I'm not asking for the world here.

+1 I would enjoy this feature.  do you use Presence on your vvx500?  

#truth