RingCentral VoIP Outgoing Call Issues

Posted on 2012-04-08
Last Modified: 2012-06-11
Our office uses RingCentral for our hosted PBX phone system (maybe not the best idea...).

I am asking for help here, as there support is very unhelpful.

We have a Comcast Business Internet line with 50Mbps down and 10Mbps up... We have never had issues with our internet connection... always super fast with internet activity with workstations and servers... we have about 8 people in the office and only about 3-5 in the office on any given day.

Our issue is with the call quality of our RingCentral VoIP service, hence the title of this question.

First, the phones are on a completely different network than computers and workstations. We simply had issues with the phones all around. When a user would make an outgoing call, the called party would be able to hear the user, but the user wouldn't hear anything. We were using a Cisco Business router. Even though we configured the router properly by opening the correct ports etc, we still had issues.

To try to rectify this, we simply bought $100 home router, disabled all firewalls on it and connect the phones to this network. Outgoing and incoming calls work perfectly, but no matter what, the called party hears the user very garbled. The user can hear everything perfectly, but not the other way around.

We simply do not know what the issue is. With ALL security disabled on the router, we are still having call quality issues. What could be causing this?

I have the same phone provisioned in the same way at my home on my home network and it works flawlessly... no problems whatsoever.

Does anyone have any insight on this???
Question by:mfranzel
LVL 11

Accepted Solution

jfaubiontx earned 500 total points
ID: 37823208
Quality of Service or QoS is the toughest part of dealing with VoIP over the Internet. While you may have great Internet service, if one of the links between you and the provider is overloaded then your going to have problems. First I would try to eliminate the data traffic from your system to test the service. Basically take all over traffic away and use only the phone on your circuit. Basically disconnect your router from the WAN an connect one phone for testing. If you are still having issues I would test your service preferably to a location near your providers server.  You can do this using and then select a location to test. This test will tell you if your connection is having problems. If the tests are fine, talk with RingCentral to see if they have a different server you can point the phones to. This may avoid a network that can't support the traffic.  
If on the other hand the problem goes away, you need to find someone that can configure your router properly so as to prioritize your VoIP traffic over your data traffic. Great service can stuck suck if the VoIP traffic doesn't get the first byte at the apple. When all traffic has the same priority server data can cause problems. Think of it this way, if the data traffic gets delayed a few seconds it really doesn't affect much. If the VoIP traffic gets delayed a few seconds, everyone thinks the call dropped. So in this manner VoIP traffic should have a higher priority than data traffic. If it doesn't the voice can get garbled. If your still having issues report back here and we will take the next steps.

Author Closing Comment

ID: 37841272
Thank you for your elaborate answer. In addition to what you said, it appears as if all the phones were competing for the same ports to use for incoming and outgoing phone calls. Basically a QoS mess.


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