RingCentral / Call Log / Cell Phone / PROBLEMS?

Question

I have just spent 3 days and over 4 hours speaking with various tech support staff at RingCentral regarding the (still unresolved) issue:

I 1-888 number from RingCentral.com. The number itself is working/activated fine as I have done many test calls. However, the problem I am having is with the

Call Log.

The call log logs land line phone numbers and other toll free numbers correctly but it DOES NOT log Canadian cell phone numbers correctly. I have done test calls from

Rogers and Telus cell phone that are recorded in the call log appear as:
[phone]
[phone]
... these were not the numbers of the phones that made the calls; the call log logged incorrect cell phone numbers.

I have repeated the test numerous times and each time it logs ALL calls as coming from either of these two incorrect numbers. None of the four different RingCentral tech support staff that I spoke to had any answers and were completely baffled by this problem. It sounds to me like I am the only person that has every called about this and they have no documentation about this particular bug/problem. I have even done many Google searches trying to see if anyone else has ever made mention of this issue and could not find a single result.

PLEASE HELP - I'M GOING MAD!!!

If I hadn't already order all of my business cards / letterhead / etc. I would cancel my account!

I would like to know if there are any other RingCentral customers that are experiencing the same problem (i.e., Canadian cell phone numbers being logged incorrectly).

Thank you for any and all assistance.

Answer 1

Sounds to me like they're routing the calls coming in through the toll free number to another number so that they can be forwarded to your Canadian ring-to number. If that's how they are providing international service to you there's probably not much that can be done other than transferring your toll free to another provider.

Answer 2

1

Answer 3

2

Answer 4

Reverse Phone Number Look Up Services

Answer 5

Hello Sandy,

Sorry that you're having trouble with RingCentral not being able to answer your question. Unfortunately, I don't believe this is their fault. Those phone numbers that you're seeing are most likely an "edge gateway" phone number from Rogers and Telus own network.



Let me briefly describe the call flow: Rogers and Telus receive the call from your cell phone to their nearest tower, then it is brought into their network where it's most likely converted to IP (internet protocol, very common across almost all carriers). It goes through their network to the "gateway" which is the device that converts the IP phone call back to TDM (old style) and it's then sent across the public switched telephone network (PSTN). The gateway needs to have a phone number associated with it, and most VoIP services (like RingCentral) will unfortunately not see the originating caller ID in this case, but rather end up seeing these gateway phone numbers.



I hope this explains your situation. I would like to offer you a comparison. I'm from the company Virtual PBX (www.virtualpbx.com). We would love to have your business. However, to be very up front, we might be in the same position as the gateway phone number is what we might see. However, you can sign up for a free 30-day trial of our service and test it out. We would love to have your business if it works out. You can contact me directly with any questions.



John Coyle

Virtual PBX

Email: [e-mail]

Answer 6

As what I know is that RingCentral's main office is in the US:



Address:

RingCentral, Inc.

999 Baker Way

5th Floor

San Mateo, CA 94404

USA



Toll free number:

800-574-5290



Local number:

925-264-3200

Answer 7

reverse phone number search compiles hundreds of millions of phone book records to help locate the owner's name, location, time zone, email and other public information.



Use a reverse phone lookup to:

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Answer 8

Visit your provider's, RingCentral, website if you have any concern on their office phone system service.