3-way Merge disconnects callers after Merge to Conference button is pressed

This is a problem in the Softphone App. We are having an issue where our users attempt to make a 3-way call, sometimes called Local Conference, or 3-way Merge, where we are on a call, click to add a user, dial the number using the dial pad, connect successfully to that 3rd number, click on the Merge To Conference button, then both callers are disconnected about 1 second after the merge to conference button is pressed. Is anyone else having this problem or heard of this problem. This is getting very frustrating to diagnose.

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Hi @Timothy Jablonski; please submit a ticket to Tech Support so they can reproduce the issue and see what's causing it.

https://support.ringcentral.com/new-case.html

For the benefit of the community this has been narrowed down to an issue with Polycom VVX250 phones. Same User, same numbers in conference call. Works on a VVX 450, fails on a VVX 250. Of course, it is now 3 years past and a lot has changed. Some has not. I look forward to placing a ticket with Customer Support to see what they say. I have plenty of call samples for them.

Hi @timjablonski, thanks so much for coming back with an update! Please keep us posted on how it goes with Tech Support once you’ve shared the samples with them 🙂

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