Ring Central Audio Issues

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  • Updated 2 months ago
One of my reps is having audio issues during phone calls. The audio will drop however the phone call is still connected. We are based in the US. We have looked into her audio settings on her computer they are fine. She is the only rep to have this issue. She is using Windows 7 and she is using the current version 10.2.1.31914 on the desktop app
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Erica

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Posted 2 months ago

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Lee, Champion

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Erica,
Try purging the data form the softphone. This has helped us in the past. It is in the softphone under Settings, Support, Purge data. 
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Erica

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Done. It happened again. 
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Brandon, Champion

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Do you know if she hears the progress tone when this happens?

Have you looked at the QOS report to see if there is any clue on these calls?
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Erica

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It does not make any noise. I checked the QOS and I see she has an issue from Server to Client. 
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Brandon, Champion

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So that probably rules out the soft phone and desktop environment itself and points to a network issue of some sort.

What kind of firewall do you use and do you manage it?