Conf calls losing audio for long periods, then returning

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bradley-hulse asked Mar 21, '16 kim commented Apr 6, '16

Conf calls losing audio for long periods, then returning

Our phone line in our Conference room is losing audio for up to 1-2 minutes during conference calls. The call is not lost, but there is no to/from communication for long periods. Then it just comes back. You cant tell when its been lost. You just dont hear any response from the other party, and we dont know if they lose us or not.

This was happening with our old Polycom star phone after we flipped over to the Ring Central System. I just purchased and installed a new Polycom phone in December to replace the old Polycom. The exact thing is happening with the new phone. So Im assuming its the service or the router.

I dont know all the details of how R.C. system works, but I believe it just connects from the phone, through a dedicated router, across our local network and out.

Has anyone else had a situation similar to this? Thanks

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Answer 1 · 2016-03-21T20:18:33Z

bjsvec answered Mar 21, '16

This seems very likely firewall/router related. What make/model firewall do you have and do you manage it?

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Answer 2 · 2016-03-21T20:18:49Z

kim answered Mar 21, '16

Bradley, just for some clarification, is it the RingCentral Conference calling or the RingCentral Meetings Conference calling?

Start with have your IT Dept check the network configurations.

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Answer 3 · 2016-03-21T20:40:13Z

bradley-hulse answered Mar 21, '16 kim commented Apr 20, '20

Hi Kim,

We are not using RC Conf Calling or RC Meetings Conf calling. Usually we just connect to a meeting set up by a client using a link sent to us via email. So well join the meeting using a laptop, then call in and log in to the meeting using the star phone for audio.

Thanks,
Brad

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bjsvec commented · Mar 21, 2016 at 08:49 PM

VOIP is not that simple, unfortunately :( Here is a guide I Googled up related to PFsense with another voip service (I didn;t find anything quickly related to pfsense and RC): https://support.onsip.com/hc/en-us/articles/204029430-PFSense-Firewall-Settings-for-VoIP Pay attention to the bit about UDP timeouts, it could explain your issue. Also, does this only happen for the one phone? Did you purchase the Polycom from RC? Polycom phones also have their own timers that can be adjusted, but usually only through a config file from a provisioning server, so that can be a pain..

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bradley-hulse commented · Mar 21, 2016 at 09:03 PM

Brandon,
We do have two Conf rooms with similar setup (but different phones). We usually don't do Conf calls in 2nd room, so I haven't noticed if the same problem occurs. I will have a look at the settings in PFSense. We did not purchase the Polycom phone from RC. Thanks for the help!

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kim commented · Apr 06, 2016 at 05:06 PM

Bradley - just wanted to follow up ...where you able to resolve this?

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Answer 4 · 2020-07-28T13:33:39Z

bradley-hulse answered Jul 28, '20

Hi Brandon,

We are using a software firewall (PFSense) which is a small VM on a local host. Managed by an outside IT company, but I have access to the settings. The phone works fine for placing and receiving calls, so Im assuming that any Port settings are correct at the Firewall. Are there other firewall settings that need to be in place to insure call stability?

Thanks,
Brad

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