Ringcentral and Yealink.

[rbjames]

Hi - hopefully someone has some ideas on this problem as I've run out of them. We're just about at the point of selling all of our phones as the call quality drops in and out constantly. Conversely, using the app on a computer or smart phone doesn't have problems. We're mostly using Yealink T42S phones which I've found can't be updated to the latest firmware as RingCentral don't support it (despite it being a phone that's officially supported by them). I've tried changing jitter settings/lowering call quality but it's still a universal problem. The phones are on their own vlan although I've tried them on the main network with no improvement.

 

Does anyone have any thoughts?

 

Thanks in advance.

Richard

[Agzy1998]

Do your phones have a dedicated internet connection? we recently, through BT, got a 100/100 fibre line installed just for our phones (Probably overkill, i know). They are through BT Cloudwork but used the Ring Central system. Our phones are PolyCom but its still the same principle. We, up to now, havent had any issues with call quality or anything like that.

[paulkerton]

got a 100/100 fibre line installed just for our phones (Probably overkill, i know).

 

Well if you have 1000 concurrent calls it isn't - plus i'm sure you could use it for fallback should your main connection have issues?

[Agzy1998]

Yes we could to be fair. Not that id reccomend BT anyway, but its been smooth sailing for us (so far...) Do you think this may be what your issue could be?

[Chris_Cook]

Is this for internal calls, or external? The phones themselves shouldn't be a problem, we use them with 3cx with few issues.

 

It could be QOS settings on your switches, or maybe with your ISP.

 

The other thing to check is the cable between the handset and the phone. Sometimes these get damaged and you have an intermittent signal.

[rbjames]

Thanks. We have a 1 Gb leased line so I don't think that's the issue and it seems both internal and external calls suffer the same problem. It's happening on all phones so I don't think it's a cable problem either. It's a real mystery.

[Agzy1998]

Could possibly be interfernce from nearby devices causing this issue. whats actually happening? do the calls just drop out or are they crackling etc?

[rbjames]

Jittery lines, sound on and off - not crackling as such. Calls don't drop fortunately.

[pantscat]

Have you tried using one of the handsets on a data VLAN? And conversely using a softphone on your voice VLAN?

[Agzy1998]

Have you tried plugging one of the phones directly into the switch to see if that solves the issue? i know you couldnt operate like that forver but just as a process of elimination?

[rbjames]

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Have you tried using one of the handsets on a data VLAN? And conversely using a softphone on your voice VLAN?

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I've tried the handsets on the data vlan but haven't tried the other way round yet.

 

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Have you tried plugging one of the phones directly into the switch to see if that solves the issue? i know you couldnt operate like that forver but just as a process of elimination?

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I've not tried that yet - some are plugged in almost directly already (via floor or wall boxes). Will give it a go.

[pantscat]

Do you still get the same issue with the handsets on a data VLAN?

 

I'd be interested to see what happens the other way around.

[lmgtfy]

I'd put money on your external internet connection being the issue here most likely to do with QOS.

 

I don't know a lot about ringcentral but I presume it's all cloud based so it makes sense internal calls would have the same issues as they'd still rely on your external connection I presume unless you have some sort of SBC onsite.

 

Hope this helps

Edited February 4, 2022 by lmgtfy