Call sound dropping after retrieving an on hold call

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We are based in the UK and use softphones. We have 20 users and they are inconsistently experiencing sound drop out on calls. 

They will answer a call - hear the request - put the caller on hold - then try and retrieve the call however they can hear no sound. The caller can however hear them. We usually explain there is a technical fault and transfer the call back to themselves. Then answer this 'new' call and the sound is restored. This has been occurring for over a year with minimal help from RingCentral support. They have conducted tests on our line but usually the issue does not occur during their tests.

Its worth noting that this happens with incoming and outgoing calls. It usually only occurs when the caller has been placed on hold for longer than around 15 seconds. 

Has anyone experienced this or does anyone have any suggestions as to what the issue could be? Many thanks
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SME Vicki Keirnan

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Posted 6 months ago

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FuneralDIR

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Yes we have one way calls often.  Usually after someone puts a person on hold or call park.  We have been seeing this more and more lately.  
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FuneralDIR

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Ours is strangely happening on hard phones.

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SME Vicki Keirnan

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RingCentral support indicate this has something to do with our internet connection.... Have they responded to you at all?
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FuneralDIR

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We have been working with a level 3 tech and he finally was able to say it was the phones.  We replaced the phones and the one-ways seem to have stopped (not completely) but I can't replace all 500 phones in our company just because something changed.  I have reports today that two more of our locations are experiencing one-way calls. It's driving our CEO to want to go somewhere else.
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SME Vicki Keirnan

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When you say ‘one-way’ calls do you mean that only the one party can hear the call?

I’m super tempted to go elsewhere...
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FuneralDIR

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Yes. The tech finally was able to trace down that the phone was getting the signal both ways but the caller/receiver was only hearing one side of the conversation.  So odd. We replaced the polycomm vvx411 with a vvx450 and it seems to have stopped it at that location.  However we have other locations starting to experience the same issue.  We will go elsewhere if we have to replace that many phones to solve this issue.  
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SBurnett

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We were just notified that one of our locations has been experiencing something similar over the prior several weeks. The receptionist(s) will put a call on hold and when retrieved, there is an immense audio delay. The receptionist will say something and it will take about 5 seconds for the caller to hear her and vice-versa. This is happening on both of our receptionists phones. Were you experiencing something similar or was it only completely dropped audio? Last, RingCentral's only fix was to replace the phones?
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Jenn, Official Rep

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Hello there!

I would highly suggest opening a case with our Phone Support so they can contact you at your most convenient time to fix the issue.



Thanks! 
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SBurnett

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Thank you! I plan to and am awaiting specific call information from the site so I have something to provide as sample cases.
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FuneralDIR

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You might need to call the internet company and ask them how they have the data routed.  We just found out that one of our locations having issues was being routed all the way out to the west coast before heading back east to Florida.