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Performance Issue: Ring Central 911 Call Routing Performance Issue

Last Updated:
2025-05-13 14:20:04
Event:
2025-05-12 16:56:00
Status:
Closed
Brief Description:
Resolved: Ring Central phone numbers are affected by a 911 call routing issue. Calling from a campus blue light emergency phone or dialing 911 from your Ring Central phone or app may result in your call reaching a National Call Center.
User Impact:
Calling from a campus blue light emergency phone or dialing 911 from your Ring Central phone or application may result in your call reaching a National Call Center instead of reaching Public Safety Communications. 
Workaround:
If you have an emergency, please provide your location information to the dispatcher who will transfer your call and location information to Public Safety Communications. Calling 255-1111 will route you to Public Safety Communications directly.
Current Status:
The issue is resolved. Public Safety Communications has confirmed via testing and the Public Safety Ambassadors that blue lights, emergency phones, and dialing 911 from your Ring Central phone or application are properly routing to Public Safety Communications. 
Services Affected:
Telephone
Subsites Affected:
RingCentral
Full Description:
Ring Central phone numbers are currently affected by a 911 call routing issue. Calling from a campus blue light emergency phone or dialing 911 from your Ring Central phone or application may result in your call reaching a National Call Center instead of reaching Public Safety Communications. If you have an emergency, please provide your location information to the dispatcher who will transfer your call and location information to Public Safety Communications. Calling 255-1111 will route you to Public Safety Communications directly.
 
This is not a failure on the Ring Central network, rather a failure between Verizon's New York State 911 network and the on premise Motorola system.
CIT TDX ID:
1812805


Timeline of Changes

Description Current Status Date Time
Ring Central phone numbers are currently affected by a 911 call routing issue. Calling from a campus blue light emergency phone or dialing 911 from your Ring Central phone or application may result in your call reaching a National Call Center instead of reaching Public Safety Communications. If you have an emergency, please provide your location information to the dispatcher who will transfer your call and location information to Public Safety Communications. Calling 255-1111 will route you to Public Safety Communications directly.
 
This is not a failure on the Ring Central network, rather a failure between Verizon's New York State 911 network and the on premise Motorola system.
The issue is resolved. Public Safety Communications has confirmed via testing and the Public Safety Ambassadors that blue lights, emergency phones, and dialing 911 from your Ring Central phone or application are properly routing to Public Safety Communications. 
 2025-05-13 14:20:04
Ring Central phone numbers are currently affected by a 911 call routing issue. Calling from a campus blue light emergency phone or dialing 911 from your Ring Central phone or application may result in your call reaching a National Call Center instead of reaching Public Safety Communications. If you have an emergency, please provide your location information to the dispatcher who will transfer your call and location information to Public Safety Communications. Calling 255-1111 will route you to Public Safety Communications directly.
 
This is not a failure on the Ring Central network, rather a failure between Verizon's New York State 911 network and the on premise Motorola system.
IT Staff are working with Public Safety Communications along with our vendors to monitor the situation.
 2025-05-12 17:00:07