A portion of Contact Center Customers may experience inbound calls not routing to available agents

RingCentral Contact Center teams have identified and corrected a synchronization issue affecting system timing across impacted infrastructure components. Teams continue to monitor and will provide more information as it becomes available.

Remediation efforts have confirmed a time synchronization issue within the routing infrastructure, which is causing agent availability updates to be delayed and treated as outdated. Initial corrective actions to synchronize system time have been initiated, and early validation indicates this is the primary factor impacting call-to-agent matching. Work is ongoing to fully synchronize system time across all affected components and validate stability. Teams are actively monitoring the routing flow to confirm restoration of normal agent matching and ensure sustained recovery.

A portion of Contact Center Customers may experience inbound calls not routing to available agents. 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.