asked on

RingCentral VOIP system not accepting incoming calls

A client of mine has switched to RingCentral from another VOIP provider. They are using SNOM phones (model 710 I think, but not positive).

I was asked to open a list of ports on their router, and once that was done they ran some off-site tests and concluded the router was set up correctly.

The problem is that the phones can make outgoing calls but incoming calls do not reach them. The provider is claiming that the SNOM phones must be "locked", (like a cell phone with another provider) and that they are going to need to contact the old VOIP provider and see about getting the phones unlocked, or else replace the phones.

I don't know enough about VOIP to know if my client is getting a good answer from the local rep for RingCentral.

What do you think?

Thanks.
Dave

DaveWWW

ASKER

Btw when I say that RingCentral says the "phones must be locked", I mean that RingCentral says the phones are "probably locked" and need to be unlocked.

...just to clarify.
Dave

Perarduaadastra

If the phones are locked I would expect them to have the previous provider's name on them somewhere.

Have you looked at the SIP traces in the phones to see if anything is reaching them?

Have you checked the provisioning of the phones?

Do you have a spare SIP phone that you can use to test incoming calls?

DaveWWW

ASKER

When you say a spare SIP phone, do you mean one that has not been connected to their system previously?

SOLUTION

Perarduaadastra

membership

This solution is only available to members.

To access this solution, you must be a member of Experts Exchange.

Start Free Trial

ASKER CERTIFIED SOLUTION

DaveWWW

membership