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

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  • Updated 7 months ago
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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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OnCallAnswer

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Posted 2 years ago

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Brandon, Champion

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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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OnCallAnswer

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Yes, thanks. They all show as good calls. 
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Brandon, Champion

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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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D Penner

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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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Brandon, Champion

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What kind of firewall are you using and what troubleshooting have you done?

I am aware of and working on an issue related to Cisco Meraki wireless and iOS around 802.11k that can cause intermittent loss of audio.
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D Penner

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We use Asus RT-N66U router for firewall. Last week we had Ringcentral Network tech look at the settings and he said it was good. We almost exclusively use Aastra desk phones. I personally use the app on android occasionally but have not encountered the problem there.