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regina213 avatar image
regina213 asked mike commented

Email notification failure

We use gmail to notify us when we have a voice mail as we share an email account, but do not share a number on RC. Today we noticed a Voice Mail sitting in the admin inbox, but we did not receive an email notification.  Any ideas why this may have occurred and how to prevent it from happening again?

We use the most recent version of the Windows desktop app.

Thank you.
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mike answered
Is the gmail address entered in the RingCentral system for notifications, or are these being forwarded to the gmail account from a different address? 

Be sure to check both the spam/junk folder as well as trash folder.  If it's a shared email account, it can be pretty easy for one of the users on the account to delete an email. 
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regina213 answered mike commented
Hi Mike,

Thanks for this response. 

This situation is unusual as we get can dozens of emails with Voice Mail notifications per day, and they all go smoothly into the inbox (as far as we know) And yes, we checked every possible place within Gmail to see if an email for this voice mail had ever been generated.

I just wanted to see if you had heard of any glitch where an email response may not be triggered when a Voice Mail has come in.  I'd like to think we catch them all, but if this is a known issue, we may have to "work" our Voice Mails from the inbox vs the email box, which is problematic due to our configuration.

Thanks,
Regina
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mike avatar image mike commented ·
I don't know of any glitch, but if it happens again, try to document the time/date and phone numbers etc. and open a case here:   Open a Case
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