We are based in the UK and use softphones. We have 20 users and they are inconsistently experiencing sound drop out on calls.
They will answer a call - hear the request - put the caller on hold - then try and retrieve the call however they can hear no sound. The caller can however hear them. We usually explain there is a technical fault and transfer the call back to themselves. Then answer this 'new' call and the sound is restored. This has been occurring for over a year with minimal help from RingCentral support. They have conducted tests on our line but usually the issue does not occur during their tests.
Its worth noting that this happens with incoming and outgoing calls. It usually only occurs when the caller has been placed on hold for longer than around 15 seconds.
Has anyone experienced this or does anyone have any suggestions as to what the issue could be? Many thanks