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130 Points
Posted 4 years ago
Mike, Official Rep
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94,188 Points
1. You can check/change the Windows sound control settings as shown on this thread: After updating softphone to 7.2.3 - volume is low
2. If those who can't hear, on on v 7.2.3, you can uninstall the software, then log back into your account and re-download the RC Desktop application again.
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130 Points
Mike, Official Rep
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93,468 Points
Mike
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130 Points
Mike, Official Rep
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93,468 Points
Mike, Official Rep
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93,468 Points
Kim, Alum
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43,634 Points
- 70 Points
What's the status on this problem? We've experienced the same thing several times over the last few weeks. We'll set up a RingCentral meeting (audio only) for our board of directors or some other committee. Invariably, someone will end up in a "room" all by themselves. At last month's board meeting, there were about 15 of us in the regular meeting ... but 3 people were off by themselves. They could hear each other, but not the rest of us.
The most recent episode was last Friday. I called in to a committee meeting and found myself all alone. I waited 3 minutes to be sure the meeting had started, and then hung up and redialed - and the call went through.
Please help. This is extremely frustrating.
Kim, Alum
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43,634 Points
Are all participants onsite? Please be sure the users enter in the correct meeting ID (this is often discovered by support when this issue is reported, someone just accidentally entered in the incorrect ID. I know this sound silly but it happens).
One-way audio are often related to router/switch configuration, but you would see this on random calls, not just RC Meetings. Please see the RingCentral Network Requirements and send these to the IT Dept to verify the configuration onsite. Once this is verified, please test and let me know. If issue continues after router configuration, then we can have you open a case with call samples and network verification screenshots attach to be escalated. But please start at the router/switch configurations.
- 70 Points
Thanks for the quick reply.
No, participants are not all onsite - they're all calling in.
It's possible that one person might enter an incorrect meeting ID ... but if three people are in an entirely separate meeting and can hear each other, doesn't that mean they all would have had to enter the same incorrect meeting ID? Seems a little far-fetched, but I guess it's possible.
I'll check into the network requirements and let you know what I find. Thanks again.
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130 Points
Mike, Official Rep
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93,468 Points
Kim, Alum
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43,634 Points
1) RingCentral Meetings (video conference that has an audio dial in number) had it's own conference calling information and

2) the regular Conference Calling line (can be found under Phones & Numbers in the Admin portal).
See blow image for both of these in Softphone. Some users mixes these up and send both on accident.
Have you had those 3 other individuals send you their email invite so you can verify the information and compare it to the original meeting credentials?

- 70 Points
Mike, Official Rep
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93,468 Points
If you need to provide numbers and other personal details use this link to open a case: Open a Case
- 70 Points
Mike, Official Rep
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93,468 Points
If you are sure these users are dialing in correct, but still having issues, then please obtain the details, time, date, # they dialed, # calling from etc. and open a support case.

Thanks!
Mike
- 70 Points
- 60 Points
EVERYONE is using the SAME MEETING ID, some simply click the link and others dial in.
This is a real issue as I am using the conference line for a paid program, so if participants can't join the conference than my product is not very valuable and I need change providers.
Kim, Alum
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43,624 Points
The support agent will need a call sample (2-3 if possible) within 24 hours.
- Date of call
- Time of call + time zone
- TO: Called Number - meeting dial in number
- From: Called Number
- Result: what occurred
- Meeting ID information.
- 70 Points
Mike, Official Rep
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93,418 Points