CRITICAL ISSUE with Google Voice Incoming Phone numbers????
mo832:
So starting today only, a call to my regular GV DID numbers will not reach the forwarding numbers assigned to it. I have one SP set to answer Google chat on my Obi100, and another SP set to call GV> forward to a callentric DID > ring on Obi. When calling either DID number (registered to GV), the calls ring about 5 times and go to GV voice mail. If I call the Obi direct using Obi number, the Obi rings. If I call the direct CC 845-xxx-xxxx number, the Obi also rings.
I am not at home, so I can tell by the answering machine which is hooked up on the Obi line. It appears that the only thing not happening is the the GV service is not properly forwarding the incoming calls. Initially, I suspected that perhaps my home internet service was down and/or my router, and/or the answering machine. But all have checked out by the actions noted above.
Is this happening to anyone else and is this a widespread known issue today? And what do I do and how do I troubleshoot/ solve it?
Thanks in advance for any ideas or similar comments.
mo832:
Here some additional info. I tried to place on Do Not Disturb, and the calls immediately are answered by the GV voice mail greeting. Taking it off DND once again lets it ring about 5 times and then GV Voice mail comes on.
I attempted to create a new forwarding number and checked off everything else and checked on the new number. *THIS* latest number is correctly forwarded (ie calling the GV number makes the newly added forwarding phone ring). But the newly added phone is an AT&T landline which I don't own and don't have normal access to, so it was only for testing. The Obi-located forwarding numbers are both IP lines. One is simply a Google chat connection on the Obi channel, and the other is a traditional DID telephone number that answers on the IP of the other Obi channel. I don't know if that makes a difference, but both "old" GV accounts are not reaching the Obi. I have a family member with a recent GV account and a recent Obi (6 mos or so), and currently that setup is working fine with the GV number on the IP setup.
What gives? The two GV numbers I have refused to ring calls, but will still receive/recognize the call, log the call and go to voice mail. A new forwarding phone works, but the old forwarding phones won't. I'm assuming I can place an outgoing call, but cannot test it until I get home and have physical access to the connected phone set.
SteveInWA:
No, there is no "critical" nor "widespread" outage. There's probably something wrong with your home network that needs to be diagnosed when you return home. If the inbound calls appear in your Google Voice history page, and your GV Settings page, Phones tab, shows the forwarding numbers properly active, and there is no message about you needing to re-validate your forwarding phone number, then it's not a GV issue.
Note that you shouldn't be forwarding to both Google Chat and to a CC DID, when you have both destinations active on the same OBi device. Use one and disable the other.
mo832:
OK, let me add some comments. (Thanks Steve for you reply)
1. What should I test or try when I get back home?
2. Re: the 2 numbers forwarded. They are on separate SP channels and I don't have both Gchat and CC enabled at the same time on either one . It is two separate GV accounts, with two separate numbers. One rings on SP1 with a single ring and SIP, and the other on SP2 with a double ring and gchat. They are never comingled. This way I keep 2 distinct incoming "lines" with only one box. This has never been a problem in more than 2 years. Why is this wrong? I was under the impression that the whole point of the Obi having multiple ports individually configurable was so you could mix and match like this and use a traditional SIP service with one and GV with another... I assume you may be thinking that the box is getting a single incoming call forwarded double to the same box at the same time? That is not the case.
3. I don't understand how it could be not a GV issue if GV is the one that's supposed to send the call to a phone number or a client location and it doesn't. If I call the Obi directly, the box and the network correctly handle it. If I call the CC DID directly, bypassing GV, also the network handles it. I've told GV the phone number to send the call to, and if it did, the same thing should happen as when I call that number directly, no? The only constant that appears in every problem case is GV. Yes, I know GV is doing all the other usual things right, but does that mean it can't do one element wrong?
SteveInWA:
Quote from: mo832 on August 01, 2015, 06:58:48 pm
OK, let me add some comments. (Thanks Steve for you reply)
1. What should I test or try when I get back home?
Power-cycle everything and confirm that you can receive inbound calls made directly to your Callcentric number.
Log into each of your two Google Voice accounts, go to the phone settings page, and confirm that the forwarding destinations are properly configured, with check-marks to the left of them.
Try calling each of the two GV accounts' GV numbers, and see what happens.
Quote
2. Re: the 2 numbers forwarded. They are on separate SP channels and I don't have both Gchat and CC enabled at the same time on either one . It is two separate GV accounts, with two separate numbers. One rings on SP1 with a single ring and SIP, and the other on SP2 with a double ring and gchat. They are never comingled. This way I keep 2 distinct incoming "lines" with only one box. This has never been a problem in more than 2 years. Why is this wrong? I was under the impression that the whole point of the Obi having multiple ports individually configurable was so you could mix and match like this and use a traditional SIP service with one and GV with another... I assume you may be thinking that the box is getting a single incoming call forwarded double to the same box at the same time? That is not the case.
You didn't make that clear. If you indeed have two different Google Voice accounts, then yes, you can configure them independently on two separate SP slots (eg. GV account #1 --> SP1 and GV #2 -->SP2). If neither of these ports are ringing, then that's another piece of evidence that it isn't GV related, as there is no system-wide issue at this time.
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