Conference Call: access codes not recognized

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On several occasions the conference call system has failed to recognize both the host code and the participant code for callers on and outside the RingCentral phone system.
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H. Scott Leviant

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Posted 6 years ago

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H. Scott Leviant

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We have copied the codes right out of our online account page. I, at least, have carefully compared what my code is online with what is shown on the lcd screen of my phone. I can understand one typo, but this has happened to three people, all of which are careful with such things.
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Ben Foster, Alum

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Hmm, I just tested your conference dial-in codes (host and participant) from my desk and cell phones. They worked OK. Would you mind testing them out on your side? Do what I did and use a RingCentral phone and a non-RC phone (like your cell).
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H. Scott Leviant

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This morning we attempted to conduct a conference call, and both of the host/participant access code combinations that we were provided with our two lines failed to work correctly. Again, three different people tried entering the numbers and could not connect. We are pulling the numbers directly from our account, and three people all tried to call in. I don't see widespread complaints about conferencing from RingCentral, but, for some reason, it is working very poorly for us.

Callers into the conference were in Ohio and California.
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Ben Foster, Alum

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Hmm, it does sound like something fishy is going on. I recommend you open a support ticket, if you haven't already. Sorry for the inconvenience!
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Peter Flickinger

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Many RC users in my company are experiencing the same symptom described in this thread (conference codes entered on the soft phone are not accepted). I've had a ticket open with support on this but today I was told that this issue is because of packet loss and to contact my ISP. I feel like the issue is being dismissed and I'm posting to this thread to ask for a technical explanation how packet loss could cause the issue we are experiencing. I find this hard to believe for several reasons:
- I can re-run the QoS test and receive jitter and packet loss well within the acceptable limits documented by RC (frequently 1% packet loss but admittedly tests have gone as high as 5%). OK, so I'll try to believe that when I've had trouble entering conference passcodes I was experiencing high packet loss...maybe that's possible, but...
- my company is geographically dispersed and we utilize many different ISPs, and...
- when a conference code is rejected and the conference service (we have had issues with multiple conference services including our RingCentral conference bridges) repeats the code, there are additional numbers inserted into the code (that we didn't type, e.g., we enter "123" on our softphone and the conference service reads back "12234"). If packet loss can cause additional numbers to be added to the conference code entry, then I'd like support to please document a technical explanation for this phenomenon and then I'll happily go away and call my ISP.

Something I've noticed is that when I enter the conference passcode using my laptop keyboard I tend to have more rejections. I have better luck by using the soft phone keypad to enter the conference passcode, but sometimes even this doesn't work. Thanks for your help!
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Eric Whitney

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This sounds exactly like an issue my company experienced. It turned out to be an issue with how RC routed calls to a particular conference line service our staff frequently used. The path used to connect phone calls hops across a lot of different infrastructure, and in this case one part of that path was distorting the sending of DTMF tones (i.e. the tones you make when entering a conference call code).

RC was able to permanenetly re-route our calls so they were sent via a "clean" path, and the problem went away.

Here is a link to my documentation of the issue, and resolution as achieved with RC tech support: https://community.ringcentral.com/ringcentral/topics/ringcentral-not-compatible-with-all-conference-...
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Glen McCandless

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I have had this same problem and reported it before. It is happening over and over again with any conference call system. I've tried re-entering the pass codes. The #s work fine on other phones. I've had to resort to using my cell phone which is not ideal.  
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Mike, Official Rep

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Hi Glen,  It's possible that this is an internet issue as explained by Eric Whitney above.  If you have examples, dates, times and numbers where this is happening you can open a support case and hopefully they can identify the problem. 

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