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lance-k4702 avatar image
lance-k4702 asked mike answered

Cannot hear caller when calling in on call forward phone number

U.S. account. Call forward phone numbers for tracking advertising. When our customer calls a call forward number when we pick up the call we cannot hear the customer. The customer can hear us. If we put the call on hold then take it off hold we can then hear the customer. The phone number the customer is calling is (813) 978-0242. This number is forward to our main phone number (813) 288-1900. Any help would be appreciated.    
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bjsvec answered
Are they both RingCentral numbers?  If yes, you should not need to do forwarding.  If no, can you describe more detail the other provider and how the number is forwarded?
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lance-k4702 answered
It is not a RingCentral number. The provider is called Callfire. www.callfire.com It just started happening. We have had it set up this way since switching to RingCentral and it has work fine.    
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bjsvec answered
Are you able to try temporarily changing the destination number to a mobile or non RC number to see if the issue follows callfire.com or RingCentral?  One way voice is typically a routing issue on the network.  At this point it is unclear if it is your own network, your service provider or something in the call fire network though.
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lance-k4702 avatar image
lance-k4702 answered
Forward the Callfire number to my cell phone and it worked fine. Could hear the person who called and they could hear me. What is confusing me is being able to hear the caller after placing the call on hold, than taking the call off hold. I called the Callfire number with my cell phone. The RingCentral phone rang. I could hear my employee from the RingCentral phone, but she could not hear me. She put the call on hold, then took it off hold, then she could hear me. Strange!  
       
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mike avatar image
mike answered
Lance... This is strange. It's odd that putting them on hold then taking them off fixes the problem.   You'll want to open a support case and include the dates, times and phone numbers involved so they can see some samples.

Also, similar to what Brandon suggested, you might want to try forwarding a different number to RingCentral that is not from Callfire and see if it behaves the same way.



Mike
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