Call forwarding delay - is it RC? Or our phone system?

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Bobby Ball asked Sep 9, '15 mike commented Sep 10, '15

Call forwarding delay - is it RC? Or our phone system?

I have a brand new AT&T Ring Central account that we are having issues with. The only thing that we have set-up is that our phone number which used to be remote call forwarded to our executive suite switchboard is now a "wireless" number that always forwards to our floor's switchboard.

Sometimes the calls get forwarded from the switchboard to a cellphone - and sometimes it gets forwarded through the phone system to our "landline" phones at our desks. In both cases we have noticed a significant lag or delay in 95% of the calls - like we are talking to someone in another country. I understand that latency is an issue for some set-ups, but is that really necessary when the system is so straight-forward?

We have talked to Ring Central's tech support and have been told repeatedly that the problem couldn't possibly be on their end.

We have talked to the IT people here and other people on our floor and we are the only ones that have this issue (that started within days of our setting up the account with Ring Central).

Not sure what to do besides going back to the more expensive and not so flexible remote call forwarding we had before.

Any hints?

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Answer 1 · 2015-09-09T21:09:08Z

mike answered Sep 9, '15

Hi Bobby, Latency is almost always a network issue. However, we'll need you to clarify the details you described above. Can you tell us exactly how you are forwarding the calls. It's hard to understand the flow from your description above. Are you forwarding from a wireless number to a RingCentral number? Can you clarify what you mean by "sometimes the calls get forwarded"

I"m making this a private conversation. Please post the phone numbers and carriers involved and the forwarding process you are using so we can understand where the issue might be.

Mike

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Answer 2 · 2015-09-09T21:21:45Z

Bobby Ball answered Sep 9, '15 mike commented Nov 27, '17

Mike,

We had a landline for over 20 years and during the last few moves - we just had it remote call forwarded through AT&T to wherever we were living. (working) The number is 818-506-8188.

Two years ago when we moved into this executive suite situation that has a front desk switchboard, we bought three paths for the phone number and AT&T remote call forwarded the number to the switchboard.

Depending on where the person being called was, the switchboard would forward the call to either the office on the floor to a landline phone or the person's cellphone if they were out of the office. There were never any issues with busy signals because of the three paths or with latency, delay or lag...no matter where the call was forwarded to, from the switchboard.

Two weeks ago we were approached by AT&T to discuss transferring our phone number to Ring Central. They said the $500+ bills would stop and that our phone number would be transferred to a "wireless number" that would forward to the switchboard just like it was previously, but the bills would be in the 59.00 range.

We were very happy with the actual transfer process and were well taken care of in knowing what was happening and when. Almost immediately though, our calls had a terrible lag - very embarrassing in some situations. These were calls that were treated exactly the same as before by the switchboard - going to our desk phones and to our cellphones. When I called the support staff at Ring Central - they told me that this was not their issue. That it was the phone system in our office building that was the problem. Doubtful, considering nobody else on our floor has this issue and that before this transfer, we had no issues ourselves.

Don't know what to do now. Do I just transfer back?

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mike commented · Sep 09, 2015 at 09:55 PM

HI Bobby, I see this is a pretty new account. Have you already gone through the implementation process. They should be able to help you get your call handling/forwarding setup. It looks like you currently have the auto-receptionist sending the calls to ext 101, then forwarding back to the main number again, which doesn't look normal. Contact your implementation advisor if you need help with that step.

As far as the latency, your setup looks very simple. The first thing to do is a network test to see if you can identify the issue. Follow the instructions on the link below. Feel free to post any screenshots of the final report here so we can take a look.

Downloading and running the ping plotter tool for isolation of QOS issues.

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Bobby Ball commented · Sep 09, 2015 at 10:45 PM

I've contacted my implementation person and will see what she says. Thank you for your help! Kinda had a feeling the calls were bouncing around a bit before they arrived here. But had no idea how to have someone check for that.

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mike commented · Sep 10, 2015 at 01:47 PM

You're welcome. Just decide how you want the call flow to be handled, before you speak to them. Then they will be able to advice on the best way to set up the call handling & forwarding.

Mike

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