Intermittent Dead Air

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saadetswift16514 asked · Mar 01, 2018 at 07:11 PM

Intermittent Dead Air

We have had a few reports of customers experiencing intermittent dead air on inbound and outbound calls. We are investigating this right now and will provide updates as they become available.

Please open a case and include Call Samples and Parent Case 06853050 in your notes.

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Answer 1 · 2018-03-01T19:26:17Z

cglassy3135 answered · Mar 01, 2018 at 07:26 PM

USA-based acct | 2287 Users | 3800 DID lines | 28 sites | all Polycom VVX500 phone handsets

2018-03-01 We have some users reporting registration errors (Red Triangles) this morning --- our pod update v.10 started last night - is this related to the Call Samples parent Case 06853050 or is this possibly our update didn't take on some phones? I have been in touch already with our Professional Services at Tier 2 ..... just looking for additional info right now as I have a meeting at noon where this is going to be brought up

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saadetswift16514 · Mar 01, 2018 at 07:32 PM

Hey Cecile,

That particular issue wasn't listed as being involved with Parent Case 06853050 at this time. It sounds like it's separate, but it's hard for me to be sure. Definitely best to keep working with Tier 2 to see what's going on :)

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saadetswift16514 · Mar 01, 2018 at 07:34 PM

You're welcome!

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cglassy3135 · Mar 01, 2018 at 07:33 PM

Thanks for clarifying this. Will do!

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Answer 2 · 2018-03-01T20:21:05Z

saadetswift16514 answered · Mar 01, 2018 at 08:21 PM

Update on 3/1/18 at 1:20 pm MST

The issue has been resolved :)

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Answer 3 · 2018-12-27T12:12:24Z

dave-newhouse answered · Dec 27, 2018 at 12:12 PM

I have this same issue at two of our locations. It happened simultaneously for them. We're on day two for this now. How was this resolved?

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jessica-community-moderator ♦♦ · Dec 27, 2018 at 03:53 PM

Hi Dave,

It was resolved by our Support Team. Please open a case so they can help troubleshoot!

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Answer 4 · 2018-12-27T15:55:44Z

cglassy3135 answered · Dec 27, 2018 at 03:55 PM

USA-based acct | 2287 Users | 3800 DID lines | 28 sites | all Polycom VVX500 phone handsets

2018-12-28 hi @Dave Newhouse this is usually an indication of your network having Quality Of Service (QOS) issues - have you already gone through the troubleshooting QOS article and reviewed your network settings? If you have already ruled that out, have you opened a tech support case at RingCentral for this?

Troubleshooting QOS issues with the PingPlotter Tool:

https://support.ringcentral.com/s/article/8804?language=en_US

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