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One specific scenario from just today. The Rep reported: "..."I did a outbound call a few minutes ago. I had to call 3 times. It kept saying 'connecting' and would not connect. When I did reach her she said she could hear it ring once and stop...."

That's a call signalling issue. Basically, that's the part of the SIP protocol responsible for establishing and tearing down a call. You're having issues with the establishing part, so it's usually network related. A quick and dirty test to determine if it's your network is to have the reps use the mobile app on data for a day or two and get their feedback. If it's the same issue, then it's likely carrier related (RC, ISP, whoever owns your numbers, PSTN routing etc). If it's better, then you need to take a look at your network config.

Thanks for the insight much appreciated - I'm open to any insight, including our local network and ISP. However, we've tested the RC 'Windows', Browser and "RC Phone" Apps. All exhibit the problem to some level. Additionally, our call agents are seeing it at home, on there local/private ISP platforms (no VPN back in here). That's why I was confident bringing it back into RC Support, but we're making no headway.

If I can be convinced it's something within our control here, I'm ready to make those adjustments. I don't feel we have that guidance yet.

Thanks again.

Patient, but not that great at it :)

Yeah, fair. I'd still give calling on data a try via the mobile regardless.

Did you recently port to RC from a different carrier? This could also be called a "translations" issue where the carriers haven't reflected your port out successfully across the carrier PSTN switches, which can often lead to call terminations like you're experiencing. If that's the case, which it could be, you would need to coordinate with the porting team at RC and the losing carrier and inform them of the scenario. The next step would be for them to update their PSTN switching records for your numbers.

But, seriously, just try and test using the mobile app on data first. That's gonna be what you're directed to do regardless anyway as a test.

Thanks again. We're absolutely going to look into several areas on our side as we're not getting indication RC can detect anything in their logs/trace.

We're, but all the way back in May now. Problem was noticed right away and reported, but with more folks jumping into RC now, the incidences are piling up.

We're going to even bump our bandwidth speed up just to see if we can shake anything out. I'll report back here with any results. Best

If they are using a desk phone, please have them try to reboot to avoid glitches. Same if using the app, try to uninstall/reinstall.