Gigaset Issues

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Siemens Gigaset DECT phones no longer reliable with RC platform following update around Nov 17.

Having received a call the base station then disconnects from the platform and displays "Registration at provider failed". Waiting 5 mins may allow you to make another call.

This is a known issue and yet there are no updates from RC about what progress is being made with Siemens to resolve it. 
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Paul King

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Posted 1 year ago

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Saadet - Community Moderator, Official Rep

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Hey Paul,

Because this is a 3rd Party device, we are limited in what we can do. Therefore, I would either contact Siemens and ask if they have any recommendations for getting the phone to stay provisioned with our system or seek a different phone that we fully support.
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Paul King

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Thank you Saadet

We are informed it's a known issue and it's currently under review, it's very frustrating that we are not kept up to date with the progress of RC on this matter. We tried your Yealink DECT phones they are terrible and little better than toys compared to the features we had with the Gigaset before RC broke it's functionality with the November upgrade.

RC need to be more proactive, why should the RC client who had a working solution be sorting out a known issue caused by RC ?

thanks
Paul
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Saadet - Community Moderator, Official Rep

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Hey Paul,

Would you please email the details of who provided that information to you? My email is community.support@ringcentral.com

From my understanding, we have very little effect on third party devices so it would have to be the phone provider that works with us, not the other way around.
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Paul Hawkins

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we are looking at ringcentral but currently use gigaset dect phones, has this been resolved?
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Paul King

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Hi Paul, it's not resolved, after extensive testing it’s been confirmed ( by Joban ) the RingCentral VOIP platform terminates a multi line base station as it is seeing multiple authentication attempts from the same IP / MAC address within so many minutes.

This causes the error message “Registration At Provider failed”

It’s gone on for two years, the Dect phones as a result are useless.

The latest proposal by RC is that I setup wireshark to capture the network traffic so they can look at the logs in more detail ! This can only prove an issue at my end when they have identified the fault at their end. The problem I have with the Wireshark solution is that it requires the application to be running all the time as the problem is intermittent which is not practical.

The issue is caused by RC billing each handset instead of each line as most other VOIP providers do, they clearly have a focus on the MAC address and IP address instead of just the authentication process of UID and PW 

We have three separate VOIP lines on the dect base stations and have tried N300IP N500IP and N8700IP, they all fail in the same way.

We have simultaneous ring setup so that our mobile phones take the call at the same time as the dect phones ring, even this is not totally reliable as there is often delay before the mobile rings.

Conversely we just deployed exactly the same setup at another Client using a much smaller supplier ( Fastnet ) in the UK and it’s all working perfectly. 

Admittedly the GUI on the asterisk based platform looks terrible, and the call recording facility is as ugly as a pigs breakfast compared to the sexy looking RC Admin control panel but I can live with it because it works.

My problems been going on for around 30 months. RC help desk requires them to close the ticket if it’s not resolved after about 20 days “call us back and we will create another ticket” may keep the CTO happy but not the clients.

Sadly I am a fan of RC but not a happy customer.

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Paul Hawkins

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HI Paul, thats not great news, Sadeet, care to comment as this would be a definite plus for us and could influence our decision...

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Saadet - Community Moderator, Official Rep

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Hi Paul, I don't have any information on this. It's still a 3rd party device, which we do not fully support. Your best bet would be to discuss it with your Sales rep right now, who can get you in touch with someone on our Sales Engineering team.