Certain times during the day (not every day, there is no rhyme or reason to the times it happens) I will notice our call center is slow. So I will dial in the test the phone lines, and I will be sitting on hold while the phones do not ring even though we have reps ready and able to take that call. Sometimes only one persons phone isn't ringing, other times multiple sales reps phones are not ringing. Then 10 minutes later, sometimes more sometimes less, they will begin to function again as usual.
I have called RS support about this now MANY times over the last year and every time a resolution is not found. We have setup port forwarding on the router, that doesnt help. I have adjusted each port on the softphone, that does nothing. Its not an internal setting as its just happening intermittently and then will go back to normal.
One thing I do notice if I go to the department where calls are not coming through, and click on users, it will show those users as being "busy" rather than "available". So clearly RS believes them to be on the phone for some reason, even if they are not and have not been for some time. I *believe* we are missing upward of 10-15 inbound calls a day which translates into a significant loss of business due to this issue. I have no real good way of knowing which calls are being missed as theres no way know this other than seeing that I myself cannot dial in during those periods.
So I am wondering if anyone here may have some ideas as to what is causing this. Its at the point now where I have to change providers as tech support has been unable to resolve this no matter what level they escalate it to.
Internet is a 20mb down / 4 mb up connection. I dont think its anything on my end or these users wouldnt be showing up as "busy" during that period when they are unable to receive calls. Even a reboot of both the softphone and the PC does nothing, user stays in BUSY mode until RS decides to make that person available.