Callers can't connect when calling our main line

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  • Updated 8 months ago
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Starting last week, my business has been receiving reports from callers who cannot successfully call us.

A customer will call our main office line, which should connect the caller to the auto-receptionist recording.

However, sometimes the customer will not be able to connect. This presents in several different ways:

- The caller hears dead air / no sound for 30 seconds before getting connected to the auto receptionist.
- The caller hears endless ringing.
- The caller hears an operator message, "Your call could not be completed as dialed."

The caller must hang up and try calling again until the phone line works as expected.

It's very difficult to nail down this issue because it cannot be replicated reliably and as the IT support staff, I can't interview every customer who calls reporting this issue.

This occurs for callers from various area codes and various phone service providers, so it makes me think this is an issue with our Ringcentral, rather than an issue with callers. 

In the call logs, the "Result" of these calls display as "Accepted" but do not display as "Call Connected"

Why would the call be accepted but not connect?

Any ideas?

  1. Account type: U.S. - Office is located in New Jersey
  2. Related case number: Can't find any
  3. Detailed description of problem: See above
  4. Previous troubleshooting steps taken: Attempting to replicate the issue, restarting phones
  5. Software version: Unknown
  6. Number of Users affected: Potentially all callers

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Posted 8 months ago

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