Dead air on phone calls, the caller can hear me but I can't hear them.

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oncallanswer3873 asked · May 31, 2018 at 07:37 PM

Dead air on phone calls, the caller can hear me but I can't hear them.

US Account
case # 07226689
On several calls a day we can not hear callers, when they call back we can hear them. We take appox 400 calls a day and about 10 a day can not hear us. I sent RC a report of 6 so far today.

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Answer 1 · 2018-05-31T19:44:27Z

bjsvec answered · May 31, 2018 at 07:44 PM

Did you look up the bad calls under reports > quality of service? There is a lot of good data there that might help you track down the cause.

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oncallanswer3873 · May 31, 2018 at 07:45 PM

Yes, thanks. They all show as good calls.

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bjsvec · May 31, 2018 at 07:48 PM

What kind of firewall and what ISP do you use? I am not saying the problem could not be out on the internet or a RC issue, but often one way speech is a firewall issue. If you are using a small home/SOHO router/firewall it may not be capable enough to handle your volume of calls.

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Answer 2 · 2020-07-30T04:14:16Z

d-penner15975 answered · Jul 30, 2020 at 04:14 AM

Did you get this resolved? We've had this intermittently for the past 6 months and Ringcentral tech have not been able to solve the problem. If anything, it seems to be getting worse.

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