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kevin-orth asked kim commented

Technical problems with RC Meetings

We get a bunch of different problems with RC Meetings.  Sometimes dial in users get put on different bridges than the PC connected people, sometimes people can't call in at all, sometimes the quality is terrible.

But no matter how many times I try to contact RC support they don't seem to have any ability to resolve or even research issues.  Does RC not really support Meetings?  Or is there a different way to try to figure out why we're having all these issues?  

I believe it's just a rebranded solution, can I go to the source company for help?

Anyone have any suggestions?

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kevin-orth answered
Several cases.  They don't ever resolve anything, or really even look into it.  They ask me for info then eventually just close them when I can't give them every piece of info they ask for.  Like, they ask me all the phone numbers that try to connect.  We're a consulting company, our clients are calling in, do you really expect me to call my client and ask them to help me trouble shoot our phone system?  Shouldn't RC have some sort of logging that it does?  Anyway, here are some cases, no resolution to any of them.  Just got closed or cancelled.

03967114
02427992
02418967
03871936
03933636
03593571
03543448



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kevin-orth answered kim commented
Here's the same crap for case 03967114.  I already provided the date and time and the meeting ID, so they're not even looking at the case I opened.  They just send me this garbage response and when I can't provide the calling number (since it was a client's phone) they'll close the case.



From RC support:

My name is Johnny Tucker and I will be assisting you with this case. I can dig into this for you, but I will need some call samples. Please provide me with the following information:

 

- Calling number (phone number the user who heard the error called from):

- Called number:

- Date/Time:

- Result:

 

Once you provide me with the call sample, we will go from there.

 

Talk to you soon,

Johnny Tucker


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kim avatar image kim commented ·
Thank you for the additional info.  I'll get with Johnny
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kim avatar image kim commented ·
Kevin,  Spoke with Johnny.  You case only says "The ring central number doesnt work this morning. It says the account is suspended."   Can you please copy and paste the above description in the web case so that He has all the necessary info.  He needs more than what is currently in there.   Note, these meetings are private, so not even we can access them via the meeting ID.  Same as the Conference calling number, the ID's do not help us pull call logs.  Please send Johnny the additional call sample info (Date, time, called number (to), called number (from ext). 

Regarding the "account suspended" message....did you contact your sales rep? If not, please do so.
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kim avatar image kim commented ·
To update the case with further information please login to.  Select contact support, and you will be able to see view: all open cases at the bottom of the page.  Select "add comment" in the case. 
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kevin-orth avatar image kevin-orth commented ·
Here's what the original case actually says.  You can see that I added the meeting ID and the time.  It's this stuff that is very frustrating.  And no, I didn't contact sales because our account obviously isn't suspended.  For some reason this user got rejected and I'd like to know why.


Original case entry:
The ring central number doesnt work this morning. It says the account is suspended. Description:We had a user get this error today when trying to join an RC meeting:The ring central number doesnt work this morning. It says the account is suspended. Other users were able to join just fine.

 Why would this happen?

 for meeting ID 148 874 2804 scheduled from 8-9 this a.m


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kim avatar image kim commented ·
Kevin,  Please let sales know about the "account suspended" error.  He needs to know this so he can check it on his end.   

Also, looks like we are waiting on call sample (see Johnny's template).  I understand you are frustrated providing us this information, but please understand that information is necessary for higher support to pull the back end call logs & check the routing.  Without this information, we cannot move foreword. 
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kim avatar image
kim answered
Yes, Kevin. RingCentral does provide support RC Meetings. What is the case number?  I use RC Meetings daily and have never had those issues you listed.  Is your version up-to-date? Sometimes an outdated version can cause issues.  

Do you have a case number I can lookup? 

I would start will uninstalling it and installing it fresh from the website.  Then test!   
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