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brandon-scivolette avatar image
brandon-scivolette asked ·

Major Issues, Terrible Support

I'm posting this here in the community because in the past I have found the moderators for RC to be responsive and bright. Sadly, that's not the case when calling tech support.

The Issues
Since yesterday we've had an issue in which some queue calls continue to ring (seen only in the call log), even though reps are available, until the call hits the max time and is sent to VM. Originally we thought this problem was related to a specific queue extension (# 100). During my first call this morning I was essentially told that it must be a network or configuration issue, nothing to do with RC. I get it, very few people are tech savvy, but I own a software company and I know how to troubleshoot. Beyond that, I've been an RC customer for 6 years and my configurations haven't changed any time recently, so it can't be the settings. It's definitely a new issue, and it's definitely something with RC.

Back to my first call with tech support. I was told that it could be an issue with the extension and that I needed to recreate the extension, essentially swapping the old one with the new one. Fine, fair enough. I did that, but guess what? Apparently RC no longer allows us to use extension 100 (something about reserved for administration?) so I'm now without our main extension in a live calling environment, yay! Considering the original tech knew it was extension 100 that was the problem it sure would have been nice to know this ahead of time. Since I'm now without options I, once again, call tech support. The tech had no suggestions, nothing. So, as a quick workaround I kill the main greeting and menu and send all callers directly to the operator queue. Problem solved, right? Nope.

Come to find out that the issue apparently is NOT tied to extension 100, it's any queue. Best of all, it's completely intermittent. There's no pattern. During test calls I found that I was able to get through as expected the first four times, but not the 5th. And, yes, there are reps available (even showing as available in the queue view).

As I continue to investigate I am completely clueless as to how to proceed. I've also found that every inbound fax over the past two days has failed, which I'm sure is somehow related to all this. Bottom line, I have an RC system that wants to pick and choose what calls are pushed to our reps and I'm spending all my time monitoring the call log to make sure we are calling back those customers we miss. I sure as hell won't call tech support again because it's not going to get me anywhere.
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kim avatar image
kim answered ·
One other thing....try to change your Audio While Connecting to something else other than your custom music (like default) for a few and see if anything changes in behavior. 
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For the 666 queue?
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Yes, just to test it for a few then set it back. 
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Updated. I just used one of the generic music selections.
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mike answered ·
Hi Brandon, Sorry to hear about this experience., Thank you for posting here so we can assist you. I've located two cases that seem to be related to this matter. We'll take a close look at both and get back to you as soon as possible. Mike
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I appreciate it, Mike. I've always appreciated your (and Kim's?) response time and ability to fully understand what is going on. I know the majority of conversations in here are probably tied to user error, but this is not. I look forward to your response.
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brandon-scivolette answered ·
One other thought, Kim. We talked about the network (QOS, Port Forwarding, etc), and I will definitely review those items once we close. However, I wanted to remind you that, today, Christina was working remotely and experienced the same issues. Since she was in an entirely different environment, unaffected by the internal office network, I'd find it unlikely to be the network. Just something to keep in mind.
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Got it! Thank you.
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One more thought: There is still the issue of the fax errors. I've attached a log showing the inbound faxes. Despite some errors prior to 6/1, we were at least still receiving some of them. You can see though that none have gone through since 5/31.
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kim answered ·
Brandon - our engineering team identified an issue related to Call Queue calls yesterday that they fixed/reset overnight.  Can you please test today and let me know if it's resolved on your end. 
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brandon-scivolette answered ·
Alright, I reviewed the network modem and found everything to be in tact, nothing has been changed in months. Per my conversation w/ Kim, our IT guy opted not to set up port triggering because of security concerns but I went ahead and added them this evening.

Just so you know, there is a lot of information on your site about the correct ports, some of it conflicting. I went with what I thought was the most up-to-date ( see article). I ended up adding:

UDP 5060-6000
UDP 16384-16482
UDP 8000-8400

Another issue I ran into that didn't seem to be covered is what selection to make for "Connection Type". I had already selected UDP as the "Service Type" and was given the option for TCP/UDP or each individually. Ultimately I just chose UDP. I also wasn't sure about the "Triggering Port" so I used the first port in the provided range. If that is not correct please let me know. I am adding a screenshot of the triggering config screen so you can see what I mean.

Beyond that I am also attaching two screenshots: One of the completed port triggering setup and the other of our already existing QoS configurations.

As I've stated before, I'm fairly confident these issues are not related to the network. I've been troubleshooting software, IT, etc for a long time and the network being the problem just doesn't add up. That being said, I have no idea what the real problem is. What I do know is that we're in peak season and call volume is pretty high so I'd really like to get this figured out.


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nathan-malone answered ·
Hello Brandon,

I looked over the call sample Kim was able to get yesterday and from the looks of it they were being effected by the issues where "no routes" were being found to the phones. As Kim said this issue should now be resolved.

I was taking a look over the network settings that you posted here. Moving forward I would highly suggest that you do a little more configuring on the network to ensure that your phone can run at their optimal level. I see that you have ports 5060-6000 triggered, but you only have the UDP protocol set. Your phones are going to use TCP for almost all of their communications to us. Therefore, you need to add another rule with the same 5060-6000 range of ports but set them as TCP. That way you will have a rule covering 5060-6000 UDP and another rule covering 5060-6000 TCP.

These ports are used for registration and signaling. If the router ever blocks traffic from the TCP range above because it is not triggered you can experience phones going offline and not registering, phones showing as busy when they are not which would effect calls coming through the call queues, and other such issues. I am also adding below the other ports we suggest to ensure that all of our services work without being blocked on the network.

80 TCP (Registration)

123 UDP (NTP Server)

443 TCP (Registration and TLS)

4000-5000 UDP (Mobile App Media)

8000-8200 UDP (RTP and SRTP Soft phone)

8801-8802 UDP AND- TCP (RC Meetings Signaling and RTP)

20000-60000 UDP (RTP and SRTP Soft phone)



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brandon-scivolette answered ·
Hi Nathan,

I really appreciate you taking the time to reply with that information. I'm a software guy, not an IT guy, although I am often forced to engage in it (the curse of being a business owner). 

I will absolutely add the ports you recommended, but I do have some follow up questions that I hope you can answer. I've attached a screenshot to aid with my questions.

  1. If I create a UDP and TCP record for each set of ports, as described, should I set the "Connection Type" to match the initial selection ("Service Type"), or should I set it as the TCP/UDP option? I guess I'm just not sure of what the correlation is between "Connection Type" and "Service Type"
  2. When I created the initial settings yesterday I entered the first number in the port range as the "Triggering Port". This was merely a guess, I couldn't think of any other options. Is this correct?

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nathan-malone answered ·
Hello Brandon,

I would so one rule with the "Service Type" and "Connection Type" as UDP and one with "Service Type" and "Connection Type" as TCP.

Everything else looks to be set correctly.
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brandon-scivolette answered ·
Hi Nathan,

I think I've got it. Just to be thorough though, can you review the attached image and confirm all of the records are correct? You'll notice that I highlighted the records that will have one for UDP and TCP.




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nathan-malone answered ·
From what I can see everything looks good Brandon.

Have you had any more issues since the 30th?
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