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sheila avatar image
sheila asked ·

Calls being cut off mid conversation. It seems like a RC issue. Has anyone else experienced similar problem?

We recently converted to RC and have had multiple occasions where calls are cut off mid conversation. It happens occasionally and it is tough to pinpoint why this is happening. Is this a RC quality issue or is it a setting issue?  Any suggestion would be appreciated.

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jason-deserio answered ·
We have had this happen to us when administrators were making modifications to the phone such as changing the name in Phones/Devices or setting presence will also reboot the phones.

Aside from administrative changes, potentially have your IT team ensure that QoS for VOIP is properly set. We primarily use soft phones vs. desk phones and have really not experienced this. I do ask our call center staff to keep their eyes on the HD Quality meter and if they experience any issues to let us know the call quality at the time to ensure that bandwidth was not an issue. In most scenarios when a call dropped mid conversation it appears to be on the customer's end.

Hope this helps.
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danno answered ·
Hard to diagnosis without access your account & network but, I haven't had a dropped call in years with RC.  You would be best served either contacting your rep or opening a tech support ticket.  
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