question

So, I am not RC support but the two things I would look at are:

• User Greeting = On / Custom

• Setup A Connecting Msg = On / Default
  

Can you reproduce the issue with both of those set to off?  These are items that "intervene" before the call is routed.

Also, have you adjusted the number if rings (seconds) in the call handling settings, for first ring Desktop apps & smartphones?

Craig- Thank you for troubleshooting this with me today.  Let's leave the User Greeting to default for today and see the result. Let's touch base tomorrow! :-) 

Brian,

Yes, support believes there may be an issue with the greeting, however, with my previous Android and Windows phone I had the same setup. An additional difference that I forgot to include is that with the Android and Windows phone I had AT&T. With my iPhone I have Verizon. So another element is different cellular company.

Kim,

Two calls total today and both were missed (check RC Call Log for 877 and 281) and did not ring my iPhone. One or two minutes after missing call I received RC txt that they were missed. So the issue still exists.

I can verify that it is not an issue with Verizon as I have a Verizon iPhone 5s and receive both calls to the RC mobile app and straight to the mobile phone outside of the application. I see that you are not using the mobile application(I highly recommend using it, but to each their own :)).

If your User Hours are set to Custom, make sure that the times are correct, obviously, and that your Regional Settings under User Details are set for the right time zone. I had a user that was not getting any calls because her hours were set to 7am-4pm, but her timezone was set to Pacific Time and she was Eastern Time Zone, so that 7am-4pm was really set to 10am-7pm!!! Changed timezone and she now gets calls (translation - that user hates me now ;)))

Craig- just to note today's changes that we made 

1) Call Handing & Forwarding -> Increased the ring time on your cell phone by 5 seconds (to 30 seconds). 
2) Incoming Call Info -> Turned OFF " Play announcement before connecting" press 1 to connect. Note: the voicemails may forward to your personal cell phone with this setting turned off.  

Also - Your iPhone is Verizon, and your old Android/Window's phone was AT&T?

Let's let you test today and we'll follow up Monday! 

Craig - How's it going today? Did you try Matt's recommendation and use the RingCentral iPhone Mobile App? 

Kim,

I'm still missing calls directly to my iPhone. All missed calls (6) in the RC Call Log from the Thu 8/11 (877) call to current day/time did not ring my iPhone. However, I did receive two calls (512) 244 and (512) 990. So why the inconsistency?!

I just enabled the RC app. I'll try it and let  you know. However, I shouldn't be forced to use the app due to the RC issue of using my iPhone directly. RC worked on previous phones and cell carriers for 3+ yrs without an issue and should continue to work with my current phone and carrier.

One anomaly I noticed with the RC App is that the Call Log's most recent call is from Monday (512) 244. Why am I not seeing the most current calls as I see in the online RC call log?

An Acct Mgr for RC (Julie Ace Pabelona (877) 370.8000 Ext. 0158) who contacted me prior to my post and started to investigate the same issue when I communicated it to her wants to escalate to RC "upper management". I told her you were assisting and that the two of you need to coordinate your investigation and support efforts.

Matt,

Hours / Time Zone is set correctly

I've recently started experience the issue of calls not being forwarded to my phone, showing up as missed on RC call log, was there an actual resolution to this?

I worked with an RC Executive Response team member on my issue. After test calls from the RCER without reproducing the issue the case was decided to be closed. I still believe there is an issue but, without successful reproduction by RC their is no resolution. I was offered free service for two months as a trial to see if the issue resolves itself. I'll make a decision in Oct as to whether I stay with RC or not.

Many of the missed calls are essentially what I would refer to as 'spam' calls from various companies trying to sell their services. Attempting to call them back is virtually impossible as the Caller ID number will typically not accept calls or if you can get through you don't know who at the company called. The key question is why did none of these callers EVER got through to at least ring my phone and or leave a voicemail? And for ALL missed calls, including non-spam calls there is NO voicemail. Finally, I did setup the RC App but I question if it is working given the missed call issue continues as with the direct phone.

With the recent post from CHEN regarding a similar issue I think there is a real issue and maybe an investigation into CHEN's problem may shed light on the resolution to my problem.

In summary, I appreciated the RC support, however, no one has an answer as to why for 3yrs I had no issue with Android and Windows devices on AT&T vs iPhone and Verizon including my greeting and settings. It is apparent that there are way to many setup options that are confusing and potentially conflicting. In example the "First Ring" option name "Desktop Apps & Smartphones" is a very confusing. When I see "Smartphone" I think I have a smartphone. However, "Smartphone" doesn't mean Smartphone it means "Ring Central Mobile App" and that's how the option should read. As for the options in general there the option interface should enhanced to include a subset of basic must set options grouped as such and then an advanced optional group set which should minimize setup issues for most users.

In regard to the push to use the RC App I don't see an advantage as it just adds an additional layer and complexity to the RC solution. Given the intense push to use the RC App one has to wonder if there are more issues with the direct phone solution as well as adequate development to support the direct phone solution vs RC APP.