Call Queue: not all calls are ringing all members

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I have a call queue with 3 users. It is set to ring simultaneously, but for months now, there is 1 phone that will not ring on all calls. It will usually work for a short period of time after restarting the phone or router. 2 users are a Polycom VVX310 and the 3rd is just a user that forwards called to a mobile phone. The phone that does not ring is one of the VVX310 lines. 

I have called tech support multiple times regarding this issue and most of the time they mark it as resolved because it works after restarting the phone. I was given additional support by a few agents, but since the company I work for bought the phones from Amazon, there was only so much they could do. 

I have completely restored and re-provisioned the phones and we have purchased brand new phones. This issue continues to occur. There seems to be nothing special that will trigger the issue.
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Jeremy

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Posted 3 years ago

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Kim, Alum

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Jeremy,  

Are your Port Ranges open on the router?  

If the phones work briefly then stop, it's most likely a setting on the network that is not configured correctly.  First start with check the router configuration ports. 

What's is the Main Number + queue ext number? I'll take a look. 

Kim
(Edited)
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Jeremy

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Hello Kim, thanks for the reply.

I believe the ports were set up when I was on with tech support. Out whole network is setup:

Internet comes into our modem
Modem connects to router
Router connects to switch
Switch powers phones.

I hope that makes sense. If it is an issue with the ports, I'm not sure if it needs to be set up on all parts of the network.

The ringcental number is 4062031571.

The queue with the issue is extension 2

The users' extensions are 101, 102, and 104.
The extension that does not always ring is 101.

Thanks
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Kim, Alum

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Yes, that makes sense.  Thank you.  Send your IT Dept the Port Ranges and have them login to the router and configure it with the link above.  This is critical to a successfully system! :-)
(Edited)
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Kim, Alum

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I reset the phone on Ext 101.  Please have that user reboot the phone.  But remember, this reset is a band-aid if the port configurations are not setup correctly. 

Everything else on that queue looks great!. 

-K
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Vince Savoldi, Champion

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If you ports are all setup and this is still happening I have seen results by rebuilding 1st the user profile then the call queue. It seems strange but I have had to do both a couple times now. not that hard if you write everything down first.


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Meredith Kinney, Champion

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In our office i have found there are times when the queues just stop for one phone and keep going for another.  The users have the application on their desktop to make queue active or invisible but I am finding that after a time period of over 48 hours of not being in the queue that when they make their selves active it takes over 60mins to actually start working.

Would that be a router/ internet problem??
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Fernando Navarro

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Hi Meredith, were you able to solve your problem? I found your comment very interesting because I'm facing the same problem, specially after few hours without using the phones.

If you did find you problem, please let me know so I can also try here in our company. Thank you!
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Mike, Official Rep

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Hi Fernando,   Just wanted to make sure you saw Nathan's post below. 

It could be a configuration issue with the router, but based on the description of the issue above I'm not 100% sure that is the problem. It is always a good thing to have your IT check the configuration on the network which can be found by clicking HERE.  If everything looks to be set correctly on the network and you are still having issues, I think that the next best step would be to create a case

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Nathan Malone, U.S. Tier 2 Support

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Hello Meredith,

It could be a configuration issue with the router, but based on the description of the issue above I'm not 100% sure that is the problem. It is always a good thing to have your IT check the configuration on the network which can be found by clicking HERE.

If everything looks to be set correctly on the network and you are still having issues, I think that the next best step would be to create a case with support so we can do some in depth and specific troubleshooting.

Thanks!

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