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mike asked mike commented

4/3/17 - Reports of users unable to receive inbound calls. (Resolved)

We are investigating reports of users unable to receive inbound calls.

If you are experiencing this issue please open a support case and include the following:

1. Call sample with date, time, numbers or any other details or behavior
2. Copy and paste the following into the ticket body and/or title.  Case 05626455 INC-18910

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david-bowden avatar image
david-bowden answered jb-ferguson commented
I cant open a case.  The open case button logs me out of the system and takes me to the login screen again.  I typically get between 10 and 40 incoming calls an hour.  What can be done so that when your system fails I can be notified so that i can switch to my backup system?  This is one of the busiest weeks of our year, so I must have missed at least 40 calls in the last two hours.
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jb-ferguson avatar image jb-ferguson commented ·
David,

That has occasionally happened to me as well. You can do one of two things. If you have a different browser, open it up in that one. Otherwise, if you reboot your computer (I know...not the best way to accomplish this), you will then be able to get into the support system.
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vytos-pharmacy4938 avatar image
vytos-pharmacy4938 answered david-bowden commented
David,  I agree with you. I am a small business (retail) owner in the healthcare industry and not being able to take inbound calls without a simple and quick backup solution offered is unacceptable.  There needs to be a backup system offered by Ring Central.  Or a step-by-step to forward to a mobile phone.  Why is that not a solution?  This is not reliable. I understand outages happen, but  2 hours and counting is not acceptable. 
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jb-ferguson avatar image jb-ferguson commented ·
On February 10, 2017 this was addressed in a new update as well as by Mike (RingCentral Official Rep). See below:

Mike (Official Rep) replied to this question: Admin: Will calls get forwarded automatically in the event of an outage?


Great news everyone!  We have released a feature to resolve this issue.  We can't actually monitor everyone's network, but in the event that a phone is unreachable we have a solution. View the following article for details.  We've just started pushing this out so most of you will see this in the web portal in the next few weeks. 

Call Forward for Unreachable Phone


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vytos-pharmacy4938 avatar image vytos-pharmacy4938 commented ·

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vytos-pharmacy4938 avatar image vytos-pharmacy4938 commented ·
Last Sentence needs revision......
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jb-ferguson avatar image jb-ferguson commented ·
While the above addresses possible outages at the local internet/ISP level, it can still possibly be used at the RingCentral level. I haven't had my RingCentral service go down for a LONG time so there's no way I can check this out but it might be worth exploring.
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david-bowden avatar image david-bowden commented ·
I asked support about this and they acted like it was something no one had ever thought of and that it wasnt possible.  They told me to just keep an eye on the service status page to see if the network goes down.  Like I can spare a person to sit in front of that screen 24/7 and keep refreshing it so when the service goes down I can push all the calls to my backup service.  They can make a little green dot turn yellow, they should be able to send me a text message saying service is down.  But I guess not.

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Jeremy Blaylock avatar image
Jeremy Blaylock answered
Can we please get an ETA?  This outage couldn't have happened at a worse time! 

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mike avatar image
mike answered mike commented
I've just received word that this issue should now be resolved. 

Let us know if there are still any related issues.

Mike

Resolved: 2017-04-03 2:50 pm MST
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danno147 avatar image danno147 commented ·
"After investigation, RingCentral determined that the issue was isolated to a specific underlying carrier. The underlying carrier has reported that the issue has been restored. RingCentral is validating that services have been restored to all customers. We are continuing to monitor the status and will provide a final notification once verification is complete."
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eugene-wilson5072 avatar image eugene-wilson5072 commented ·
Issue is still occurring, please resolve.
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mike avatar image mike commented ·
Eugene, please call us to open a support case. The issue in this thread was resolved. Well need to look at the specifics on your account.
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