10/15/18 17:35 PM  

Unable to receive calls to RingCentral Number from other phone providers

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SummaryHow can connection issues be fixed?
Details

TABLE OF CONTENTS

1. Why can't some people call to my RingCentral number from other telephone providers like Verizon Wireless, AT&T or Sprint?
2. How can this be fixed?
3. Can RingCentral contact the offending carrier and have it fixed?
4. What should the originating caller tell their carrier when reporting the problem?
 

1. Why can’t some people call to my RingCentral number from other telephone providers like Verizon Wireless, AT&T or Sprint?  

Telephone providers run on separate networks. In some cases these networks overlap where another company is contracted as a reseller for one of the major carriers, but the networks still all work on the same basic standards for call routing. When you call a number that resides on another network, such as the RingCentral network from another carrier like Sprint, the originating network must have a database that signals that network to whom the dialed number belongs and should be routed to. In many cases when a call fails in just one or two other carriers, but works for the majority of the originating carriers, it could be because they either do not have an entry in their database for that number, pointing it to the terminating carrier, or the entry is corrupted.

2. How can this be fixed?

A ticket must be filed with the originating carrier (Verizon Wireless, AT&T or Sprint) to have them update their numbers database.
 

Can RingCentral contact the offending carrier and have it fixed?

Federal Communications Commission (FCC) regulations prevent RingCentral from having this fixed on behalf of the customer. This is to protect CPNI, or Customer Network Proprietary Information of the originating caller.

However, in many cases, RingCentral can contact the Network Operations Center (NOC) of the originating provider to address the issue. RingCentral will need the customer to provide call examples of these failed calls, including calling number, called number, date and time of the call, so we can report the issue to the provider’s NOC.

RingCentral also recommends that the originating caller reports the issue to their provider’s customer service organization, when possible.
 

4. What should the originating caller tell their carrier when reporting the problem?

When calling their carrier's support, the originating caller can say, “I can’t call number XXX-XXX-XXXX from my cell phone, but I get through just fine when I call from my work/home phone.  Can you open a technical support ticket on that for me?  The last time I tried dialing that number was on <date & time>.”
 
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