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tyler-rainey asked ·

We are having random issues with calls and call transfers

Our phones (7 in a small office) work according to their call handling rules about 95% of the time.  But there are problems from time to time that we cannot replicate and seem to have no cause.

Our operator answered a call yesterday (4/13/15) and proceeded to transfer the call to the planning dept. but the planning dept. phone never rang and beeped with a new voicemail message a minute later (I asked the caller later if the phone rang and she said it went directly to voicemail).  The operator did not send the call directly to voicemail fyi.

I (the IT Coordinator) was called over when it happened and I immediately called the office main line from my cell phone to see if it was working properly.  I choose the operator extension, she picked up and then transferred my call to the planning department and the call went through, no problem.

The initial caller called back after this and we attempted again to transfer her to the planning dept. phone.  It did not work and sent her directly to voicemail. 

After she calls back a third time, the planner physically goes to the operators desk and takes the phone call. 

Another time (months ago) I was at my desk when my phone said I had a new voicemail.  The phone never rang and when I called the gentleman back he said the phone (he dialed my direct line) went straight to voicemail. 

Another time the operator tried to transfer a call to the conference room phone but instead the call transferred to the planning dept. 3 times before finally going to the conf. rm. phone.

The problems always seem to correct themselves and they only happen once every few months.  The downside is that we occasionally seem foolish, like we don't know how to work our phones.

So my question is, what is the source of these issues?  The only cause I can imagine for these problems are bugs in the software.  If anyone else has occasional errors with their phones I would like to know.  Though, after reading through all the support cases and searching Google for hours it seems I may be the only one experiencing these issues.

I created a case for these problems but the people who handled it were more concerned with closing the case than with helping me figure out the problem.  Thought I would post here to see if I can get a real response from someone who is more technically inclined.
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mike avatar image
mike answered ·
Hello Tyler,  Thanks for posting your comments here.  I was able to locate the previous case,and I do see that several attempts where made to connect with you on the phone, before the case was closed.  However I do agree based on the comments that this may have been a little premature. Unfortunately, there aren't enough specifics in your post here on the Community to research the problem. I do agree with the notes in the support case that this situation will be easiest to troubleshoot over the phone if you can call back in  at a time that works.  Or, if you do with to open a web case include the specific numbers, extensions etc so that the support agent can trace the steps and try to find the cause, and include a time range that you can be reached. Please use this link to initiate the case:  Open a Case
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tyler-rainey answered ·
Hello Mike, Thank you for the response.  I will attempt to open another case on the topic.  
I'm curious, in your time responding to Community questions/comments have you heard of problems like these before?
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Chuck Fuscone avatar image
Chuck Fuscone answered ·
Tyler these types of issues sound like local network issues to me.

do you have a diagram of how your phones and network is configured.

This may help in the trouble shooting

Chuck
Certified Ring Central Installer
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tyler-rainey answered ·
Thanks Chuck, you may be on to something here.  

I started working IT for the Town a couple years ago, and I'm told the internal network was installed by someone without much IT experience and it certainly appears to be unprofessional.  

At the moment we have no network diagram, but it's a small, one floor office and the cables are all run through the crawlspace beneath the building.  I will do some investigating tomorrow and come up with a diagram to post to this thread.  
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tyler-rainey answered ·
The network layout is shown below.  The coaxial cable comes into the building near the front doors and is connected to the modem.  We have that hooked to a Linksys router that feeds the Central Hub, Copier and Ext. 3.  All other lines are fed from the central hub.

We do seem to have issues with Ext. 3 more than other phones.  I wonder if those issues are caused by the fact that Ext. 3 is connected from the main router instead of the central hub like everyone else.  Could be something to test.


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Chuck Fuscone avatar image
Chuck Fuscone answered ·
Looks a bit messy.  Switches placed in different locations and then the phones having a switch could be to many hops depending on the quality of the switch.  

Not that the entire thing could be re-engineered but if the phones could have their own network and cabling it would work best.

I like phones to be isolated it is the best way.

Where are you located?

Chuck
Certified Ring Central Installer
chuckfuscone@gmail.com
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tyler-rainey answered ·
We are located in Thompson's Station, TN.  About 30 min south of Nashville.  Our town hall is located in an old train depot station, and things were just added where it worked. 

We are are making the initial plans to move into another, larger building in a few years where running a separate phone network would make sense.
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kim answered ·
Do you still need assistance or did the RC Installer assist you? Did he provide you with the new RC Port Configurations? 
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tyler-rainey answered ·
No, I am unaware of any suggestions to change the Port configuration.  Is that something I could do locally?
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Hi Tyler, you can change or check your port settings if you need to. Here's a page with all the recommended settings.  Ports and Firewalls

After re-reading all the posts above and looking at your network, this may be a bit difficult to troubleshoot since it only happens once every few months. If you can document another instance of this happening and open a case and let us know the number dialed, number call came from prompts selected etc, then we can sure try to troubleshoot it.  However I'm leaning toward what chuck said.  There are a lot of variables with the way you are set up so it very likely could be something in the network. If you can document multiple instances and open a case then that would be best. 




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