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woodroof avatar image
woodroof asked kim commented

VOIP to VOIP disconnection

We are having automatic disconnection when certain offices try to call our office. The caller is told, "The line has been disconnected."  We have investigated and Ring Central does not show that any one has tried to call.  We tested this real time and confirmed that customers are told that the line is disconnected.  Ring Central states this is an internet carrier to internet carrier issue and that they cannot help.  However, we cannot change our carrier, therefore are we just stuck?  Loosing business because of this "not a Ring Central problem?"
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bjsvec avatar image
bjsvec answered
While it may technically not be RingCentral's issue they should still help you resolve it.  This happens from time to time with any carrier when porting numbers and essentially the 'routing tables' that the telcos use don't get updated correctly.  You will need to ask RingCentral to escalate this and also provide some call examples with the phone number of the person who tried to call, the number they dialed and the time/date stamp.  Normally, this problem will manifest itself as you described and be one certain carrier, perhaps in a particular geographical area that cannot call you for the reason I stated.

Do you have a RingCentral case# you can share?  If so, a RC employee in the community should be able to help you escalate this.
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kim avatar image
kim answered kim commented
Do you have a case number? 
Was your number recently ported in? 
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brandon-scivolette1312 avatar image brandon-scivolette1312 commented ·
As you can see, he was just able to successfully call in. 


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kim avatar image kim commented ·
Looks like they dialed the Fax Only Ext on your account.  Select "detailed" at the top: 


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kim avatar image kim commented ·
The "Detailed" view will show you the call details.  They called your Fax number which is routed to your Fax Only Ext.  Simple mistake. 
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brandon-scivolette1312 avatar image brandon-scivolette1312 commented ·
Hmmm. So sorry about that, I rarely look at detailed. It can get awfully confusing when you look at detailed :) But I appreciate your quick reply, as usual. Sorry to waste your time.
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kim avatar image kim commented ·
Not a waste of time.  That is what we are hear for.  Happy to help! :-) 
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front-desk-12379 avatar image
front-desk-12379 answered
We have had similar problems. We have signed up for tmobile voip lines "linelink" to see if they have the same problem or not.
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