question

williams12345 avatar image
williams12345 asked ·

Can't hear caller

We receive a lot of calls where there is silence on the other end. We have simultaneous ringing set up going to two different numbers, but both of us are seeing this problem.
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cglassy3135 avatar image
cglassy3135 answered ·
USA-based acct | 2287 Users | 3800 DID lines | 28 sites | all Polycom VVX500 phone handsets

2019-02-04 The first thing to check when you have dead-air (silence) and an advanced call handling rule, turn of the rule temporarily and log the next few calls to see if this is causing it.     

Another thing you may need to review your network settings as it could be a QOS issue due to misconfigured equipment settings.  https://support.ringcentral.com/s/article/9797?language=en_US
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lavera-coleman avatar image
lavera-coleman answered ·
me too. same problem

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Did you check out the suggestions Cecile offered here six months ago? In my experience, most situations with either dropped calls or one-way audio (like you are experiencing) is due to SIP ALG (aka, SIP Forwarding) not being disabled. That is vital for VOIP packets as SIP ALG can corrupt the voice packets.

https://www.voicehost.co.uk/help/sip-alg-and-why-it-should-be-disabled-your-router
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tina10161 avatar image
tina10161 answered ·
We are having the same problem and we do not have any advanced call handling rules in place on any of our phones. Also our QoS shows green across the board and I went back a couple of weeks when this all started. 
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Have you checked the status (Enabled vs Disabled) of your SIP ALG?
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Joe Schubach avatar image
Joe Schubach answered ·
I just posted this same thing on another thread. Has anyone found a solution? We, too, have simultaneous ringing to multiple phones. 

Is this still an issue with anyone? We receive these calls all day long where nobody is on the other line. We will sometimes wait several minutes to see if the call is being transferred to a call center or something, just to see if it's even a telemarketing call. However nobody ever comes to the line. We've even called several numbers back to find they are not legit numbers.

A while ago we had settings that were not correct and when we couldn't hear anyone on the other line, we would hang up and they would immediately call back. None of these callers call us back so we think it's not a setting. 

They all have caller ID, most of the times it's a city/state with a phone number but oftentimes there is a name and a number. 

I know of the tactic to determine if a number is legit in order to then give the number to telemarketers, but we don't end up getting many telemarketers, so it doesn't make sense.

We are going to try adding a layer where the caller has to press 1 to reach someone. Currently, the calls ring the whole office simultaneously without any layers in between. 
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barb-reinan avatar image
barb-reinan answered ·
I can't hear anything, inbound or outbound. So frustrating - can't use the app at all right now. All my other apps work fine! Zoom, Hangouts, Teams, but it is dead air on RingCentral. This has to work or the app has to go!

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Hi Barb,

Please try to uninstall/reinstall your app.
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The app attached to the browser or the desktop app? 
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I did both to no avail.

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Barb, please open a ticket regarding this. Our Quality of Service Team can check on if there's any issues. 


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