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shawn1747 asked shawn1747 commented

Highly inaccurate reporting

1. Ring Central Office 2. Case(s): 04551611 and 04549408 3. Calls reported are very different than calls logged, and made. 4. Call Reporting matching Call Logs. 5. Calling repeatedly, and that will continue until fixed or the account is canceled. 6. N/A as it's in the admin portal 7. N/A as it's in the admin portal
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shawn1747 answered mike commented
I also found this. 8 months ago, same problem. https://community.ringcentral.com/ringcentral/topics/reporting-not-working
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kim avatar image kim commented ·
This link (question) was based on the old reporting system... Thank you for bringing this to our attention. We'll move to archive this older thread.  
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mike avatar image mike commented ·
Sorry for the confusion. That post has now been archived, as it contained old information. The reporting system in place now is a completely different system.  Any issues now would not be related to that post. 
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mike answered
We are reviewing your case #s now and will update you as soon as we can. 
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shawn1747 answered
Seeing that my customer uses gamifaction, and needs the reports to pay out on the contests, the 3-6 month repair time is very unacceptable. Please give me something more than "we're working on it" and "we hope to have it fixed in the next release which is 3-6 months away."
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mike answered
Hello Perry, your cases have been escalated.  Unfortunately we can not give an ETA for a fix at this time.  You can check your case status using the link below, or follow up with us here on the Community. 


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shawn1747 answered
Very well. Expect me to call and post every day until it's fixed, or my customer cancels.
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shawn1747 answered shawn1747 commented
Hi Mike. No one can tell me if anything is being done. all I get is that it has been escalated. No more updates than that. 
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mike avatar image mike commented ·
Sorry Shawn this issue has been escalated to engineering for a fix but we still don't have an ETA. Since you have submitted a case you'll be notified when the fix is complete. 

Mike 
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shawn1747 avatar image shawn1747 commented ·
And how do I get notified when someone actually works on the problem? How about looks at it? Acknowledges it's existence?

I'm tired of people telling me that's it's been escalated, but no one can tell me if someone actually looked at, or worked on my problem.

Looks like I'll be calling and yelling again.
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mike avatar image mike commented ·
Because this issue affects multiple accounts, there will be an email that goes out to notify all users that have cases attached to this issue, once it's resolved. 

Mike 
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shawn1747 avatar image shawn1747 commented ·
And how do I get notified when someone actually works on the problem? How about looks at it? Acknowledges it's existence?
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mike avatar image mike commented ·
If you don't get an email update, you are welcome to check in here.  This particular issue is in an internal status "Platform Incedent" which basically means it's a platform issue, that affects multiple users.  Once the issue is resolved an email will go to all users who have cases associated with the indecent.

Mike  
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