I'm hoping someone can help me, as Ring Central support have drawn a blank...
We have a remote office in the UK with a 100Mb ethernet internet feed which was originally connected to an Apple Timecapsule in router mode... static IP one side, and DHCP the other.
The polycom 410 phone worked fine for about 3 weeks, then last week stopped and just flashed up line unregistered... the router could see phone - but ring central could not see in.
the app on an iPhone and a pc worked (and still do fine).
RC support changed from DHCP to static - used IP address outside of DHCP, and nothing..
They they said the Time Capsule was not supported by Ring Central, so it was the fault of that...
So i purchased a new router on their approved list (ASUS RT-N66U) - configured it the same at apple - so same dhcp range etc - and sure enough router could see and pin phone - but still unregistered.
After a bit of an argument with Ring Central - they send a new phone down, which still does not work, although this time rather than it being line unregistered, it kick in, but you get a message when you make a call saying reboot the phone - pre recorded message etc.
RC this time can get to the phone, but are now claiming a firewall at our ISP is a problem, but the ISP are claiming nothing has changed, and that all traffic is router to our ip - which i kinda believe given it was working, the app works, all other devices are working etc.
I have enabled and disabled SIP passthrough and no difference - our main office is running the same router with 10 phones behind it no problem..
If anyone can shed light i'd be really grateful!
Not sure what happens when things just stop working and RC say they can't fix - makes we very nervous about our main office and if they all just stopped working, and we had no phones for a week.... The apps are fine, but not in a call centre environment.
We have a remote office in the UK with a 100Mb ethernet internet feed which was originally connected to an Apple Timecapsule in router mode... static IP one side, and DHCP the other.
The polycom 410 phone worked fine for about 3 weeks, then last week stopped and just flashed up line unregistered... the router could see phone - but ring central could not see in.
the app on an iPhone and a pc worked (and still do fine).
RC support changed from DHCP to static - used IP address outside of DHCP, and nothing..
They they said the Time Capsule was not supported by Ring Central, so it was the fault of that...
So i purchased a new router on their approved list (ASUS RT-N66U) - configured it the same at apple - so same dhcp range etc - and sure enough router could see and pin phone - but still unregistered.
After a bit of an argument with Ring Central - they send a new phone down, which still does not work, although this time rather than it being line unregistered, it kick in, but you get a message when you make a call saying reboot the phone - pre recorded message etc.
RC this time can get to the phone, but are now claiming a firewall at our ISP is a problem, but the ISP are claiming nothing has changed, and that all traffic is router to our ip - which i kinda believe given it was working, the app works, all other devices are working etc.
I have enabled and disabled SIP passthrough and no difference - our main office is running the same router with 10 phones behind it no problem..
If anyone can shed light i'd be really grateful!
Not sure what happens when things just stop working and RC say they can't fix - makes we very nervous about our main office and if they all just stopped working, and we had no phones for a week.... The apps are fine, but not in a call centre environment.
