A portion of Contact Center customers may be experiencing dropped calls and call routing delays that lead to a refused status.

RingCentral Contact Center teams have isolated the issue and have taken actions to mitigate impact. Teams will remain engaged in monitoring for stability of services. The next update will occur in the afternoon of September 26th, or when there is a significant change in status. If you are experiencing this issue, please reach out to customer care.

This issue appears to be primarily affecting customers utilizing WebRTC. Teams have received some customer logs and are analyzing them at this time to isolate the cause of the delays in call routing. RingCentral Contact Center teams still require additional information from affected users to further assist with our ongoing troubleshooting efforts. Please contact customer care so they can collect the necessary contact IDs, HAR logs, and WebSocket data. RingCentral Contact Center teams have identified the following workaround for affected users:
Modify the Agent Phone number timeout to the maximum setting until the final resolution is in place. It is recommended to start with the maximum setting of 45 seconds and then gradually increase it according to your specific needs. Reference Link: https://help.nicecxone.com/content/acd/businessunits/managebusinessunit.htm?TocPath=Forward%7CGetemail%7C_8Affected users are encouraged to use a different agent leg aside from WebRTC (Agent station, Mobile, 999 number).Please note that the previously recommended workaround to update Google Chrome has been removed as there was evidence that the issue could be replicated even with the most recent update. The next update will be provided in the morning of September 26th or when a significant change in status occurs.

This issue appears to be primarily affecting customers utilizing WebRTC. Teams have received some customer logs and are analyzing them at this time to isolate the cause of the delays in call routing. RingCentral Contact Center teams still require additional information from affected users to further assist with our ongoing troubleshooting efforts. Please contact customer care so they can collect the necessary contact IDs, HAR logs, and WebSocket data. RingCentral Contact Center teams have identified the following workaround for affected users:
Modify the Agent Phone number timeout to maximum setting until the final resolution is in place. Reference Link: https://help.nicecxone.com/content/acd/businessunits/managebusinessunit.htm?TocPath=Forward%7CGetemail%7C_8Affected users are encouraged to use a different agent leg aside from WebRTC (Agent station, Mobile, 999 number).Please note that the previously recommended workaround to update Google Chrome has been removed as there was evidence that the issue could be replicated even with the most recent update. The next update will be provided in the afternoon of September 25th or when a significant change in status occurs.

This issue appears to be primarily affecting customers utilizing WebRTC. Teams have received some customer logs and are analyzing them at this time to isolate the cause of the delays in call routing. RingCentral Contact Center teams still require additional information from affected users to further assist with our ongoing troubleshooting efforts. Please contact customer care so they can collect the necessary contact IDs, HAR logs, and WebSocket data. RingCentral Contact Center teams have identified the following workaround for affected users:
Modify the Agent Phone number timeout to maximum setting until the final resolution is in place. Reference Link: https://help.nicecxone.com/content/acd/businessunits/managebusinessunit.htm?TocPath=Forward%7CGetemail%7C_8 Affected users are encouraged to use a different agent leg aside from WebRTC (Agent station, Mobile, 999 number). Please note that the previously recommended workaround to update Google Chrome has been removed as there was evidence that the issue could be replicated even with the most recent update. The next update will be provided in the morning of September 25th or when a significant change in status occurs.

This issue appears to be primarily affecting customers utilizing WebRTC. Teams have received some customer logs and are analyzing them at this time to isolate the cause of the delays in call routing. RingCentral Contact Center teams still require additional information from affected users to further assist with our ongoing troubleshooting efforts. Please contact customer care so they can collect the necessary contact IDs, HAR logs, and WebSocket data. RingCentral Contact Center teams have identified the following workaround for affected users:
Modify the Agent Phone number timeout to maximum setting until the final resolution is in place. Reference Link: https://help.nicecxone.com/content/acd/businessunits/managebusinessunit.htm?TocPath=Forward%7CGetemail%7C_8 Affected users are encouraged to use a different agent leg aside from WebRTC (Agent station, Mobile, 999 number). Additionally, users should update their Google Chrome browsers to the latest version. The next update will be sent in four hours, or when a significant change in status occurs.

This issue appears to be primarily affecting customers utilizing WebRTC. RingCentral Contact Center teams require additional information from affected users to further assist with our ongoing troubleshooting efforts. Please contact customer care so they can collect the necessary contact IDs, HAR logs, and WebSocket data. RingCentral Contact Center teams have identified the following workaround for affected users:

Modify the Agent Phone number timeout to maximum setting until the final resolution is in place. Reference Link: https://help.nicecxone.com/content/acd/businessunits/managebusinessunit.htm?TocPath=Forward%7CGetemail%7C_8 Affected users are encouraged to use a different agent leg aside from WebRTC (Agent station, Mobile, 999 number). Additionally, users should update their Google Chrome browsers to the latest version.
The next update will be sent in four hours, or when a significant change in status occurs.

This issue appears to be primarily affecting customers utilizing WebRTC. RingCentral Contact Center teams have identified the following workaround for affected users: Increase agent-leg time out to maximum value (45 seconds) and use a different agent leg aside from WebRTC (Agent station, Mobile, 999 number). RingCentral Contact Center teams require additional information from affected users to further assist with our ongoing troubleshooting efforts. Please contact customer care so they can collect the necessary contact IDs, HAR logs, and WebSocket data. The next update will be sent in four hours, or when a significant change in status occurs.

This issue appears to be primarily affecting customers utilizing WebRTC. RingCentral Contact Center teams require additional information from affected users to further assist with our ongoing troubleshooting efforts. Please contact customer care so they can collect the necessary contact IDs, HAR logs, and WebSocket data. The next update will be provided in the morning of September 24th or when a significant change in status occurs.

RingCentral Contact Center teams require additional information from affected users to further assist with our ongoing troubleshooting efforts. Please contact customer care so they can collect the necessary contact IDs, HAR logs, and WebSocket data. The next update will be provided in 1 hour or when a significant change in status occurs.

RingCentral Contact Center teams are continuing to investigate the issue. If you are experiencing this issue, please reach out to customer care. The next update will be provided in 1 hour or when a significant change in status occurs.

RingCentral Contact Center teams are investigating the issue and will provide updates as they become available. If you are experiencing this issue, please reach out to customer care. The next update will be provided in 4 hours or when a significant change in status occurs.