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Troubleshooting Poor Call Quality - 2021

Tags: qos, phone

Mar 29, 2021 at 7:27am • 2 replies • 0 likes

Andrew Vincent

We have staff reporting very poor voice quality for phone connections.

Note that Staff are using the desktop app while they are remote during the quarantine. Some calls are so bad that they must be dropped entirely and moved to cellular networks.

Are there tools available to inspect call logs or any other tools available to troubleshoot these quality issues? Is this a local internet connection problem or is this something on Ring Central's side?

Mary-Community_Moderator on Mar 29, 2021 at 7:39am • 0 likes

Hi Andrew, have you tried reaching out to our Technical Support Team. If not yet, you can open a case online here and someone will contact you for troubleshooting. Also, our Support numbers can be found here.

1 Answer

Andrew Vincent answered on Mar 29, 2021 at 10:39am

Thank you for the quick response Mary. I was able to speak with a technical support representative but I am very disappointed that they only offered tips for adjusting default windows settings and not investigating the quality of the Ring Central service. Please do not push network issues to Windows. It is very disappointing when vendors do not take responsibility for the quality of their own service and try to blame other systems.

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