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Trudy Tran avatar image
Trudy Tran asked cglassy3135 answered

Can not hear anything when making a call

Why when we have use Ring Central for Desktop, we can make phone call, but not hear anything. Sometimes, we call several times then we can talk with client or leave message. Please help me check. Thanks
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cglassy3135 avatar image
cglassy3135 answered
05-08-2017  We had this happening on a few users during the last few weeks, open a Support Case with your Customer Success manager.   In our case, they were not able to isolate the cause for this intermittent issue. We have over 2000 users and it has only happened on a few phones if various locations. Our occurences were happening on actual Polycom VVX500 handsets - not via the Desktop.  This could be an infrastructural thing at RingCentral as your report would possibly indicate it is not user-hardware specific.
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saadetswift16514 answered
Hello Trudy,

There are many things that could cause this type of issue. Could be the speaker/headset that you are using, it could be QoS related, etc. 

This type of issue will need a little bit more troubleshooting. I would suggest calling into support at 888-898-4591, Option 3 or open up a web case using the link below:



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cglassy3135 answered
We went through troubleshooting QOS,  network port RTP matchups, and network IPs permitted access through the firewall - after doing this with Enterprise support, we still were unable to isolate the actual cause. 
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