Most likely the main reason you are using RingRx is to be able to have phone call conversations with your patients, customers, vendors and other parties.  As a result, ensuring that calls are routed and functioning properly is critical to the operation of any business, especially those involved in healthcare.  If anything seems amiss on how or whether calls are not working as expected, this troublshooting guide can help identify the problem and help remedy many common problems.

Most likely issues

In general the two most likely causes of problesm with calls include:

• A network problem
• A system configuration problem

Network Problems

Network problems in general refer to any part of the technology ecosphere that delivers connectivity of your devices (mobile app, deskphone, PC) to the internet excluding RingRx’s system.  This would include your cellular data connection, your office wired network, router, wifi, your internet service provider, firewall, VPN, security software, etc.  While most systems are setup with defaults that allow RingRx to operate without any interference, there are a number of points in this “network” than can cause problems with calls.  Symptoms can include choppy audio, no audio, one-way audio, inability to receive or place a call, among many others.

System Configuration Problems

System configuration refers to how your service at RingRx is configured.  RingRx has dozens of features that allow calls to route according to the needs of the office.  With the number of features and options for customization, it is not uncommon for calls to ring the way a User or even an Admin expects.  There can also be mistakes made during configuration or misunderstandings about what a feature does, that result in unexpected call behaviors.

 

Phone not ringing when it should on inbound calls

A phone (mobile app, deskphone or web based softphone) may not ring due to either Network or System Configuration reasons.  Follow the steps below to help identify what the most likely cause and solution are.  After each step, re-test to see if the issue is resolved.

Mobile App

1. Any troublshooting should be done with the standard cell phone’s microphone.  Speakerphone, headsets, bluetooth and any other audio device other than the cell phone’s onboard microphone should be disabled, turned off, or deactivated.  If you are having problems with any of these turned on, then the problem lies with those features or devices and is not related to calls and you will need to follow other troubleshooting steps to resolve that.
2. Make sure you are fully authenticated.  From the Keypad, go to Settings, Account Setup, then tap Save. If you get an error, enter your correct password and Save.
3. If you are on WiFi, try turning your cell phone wifi off and testing using cell phone data only.  You should only do this in a place that has a strong cellular signal. If you are able to get a call on cellular data but not wifi, then the solution lies in your network wifi configuration.  Open a support ticket with RingRx for assistance.
4. Make sure you are logged in as the correct User.  From the Keypad, go to Settings, Account Setup.  Check the Username and make sure you are logged in as the correct User.
5. Make sure you are not on Do Not Disturb.  To confirm, tap Keypad, then in the upper left, tap your company name.  Make sure DND is toggled to OFF.
6. Make sure you have a solid wifi or cell phone data signal.  If it is anything below a 3 bar, then move to a higher signal area and re-test.
7. If none of these steps resolve the issues, your issue is most likely a configuration issue.   Please see Configuration Issues below for troubleshooting tips related to configuration issues.

Deskphone

TIP: A dial tone does not mean anything.  If the phone gets power, you get a dial tone regardless of whether or not you are connected to RingRx service.

1. Deskphones on WiFi are much more likely to have problems than deskphones plugged into a network cable.  If you are having trouble with any steps, and your phone is connected via wifi, try plugging the phone into a network cable directly and retest.  If the symptom changes, the issue is related to the wifi connection
2. Check the phone’s screen display for a network connection error symbol.  Depending on the model, the icon can be different by color or style.  Most will show as an exclamation mark in red or yellow.  Any symbols on the screen other than a normal green or white icon may indicate a problem.  An error icon indicates a problem with connectivity, which either means an internet or network interruption (most likely) or a phone mis-configuration (unlikely if the error is new and no changes were made)
3. Is the problem on inbound calls, outbound calls, or both?  If its only on inbound, then it is most likely a configuration issue.

 

Configuration issues

 1. Most configuration issues are due to an expected result not being the same as how the service is configured.

• • Were any changes made recently?
  • Were any Users removed or added?
  • Is the behavior different during certain times of the day?
  • Is the service fine for some Users but different for others

Due to the number of features involved in configuring a modern communication service, there is no one place to look to see how things are setup.  But from a troubleshooting standpoint, the best places to start are:

2. Check the routing for the phone number you are testing and make sure voice and text are routed correctly.  You can check phone number routing in Settings\Numbers, then View the number in question.  The Extension field is where you will find the call route.  Is it routed to the right entity?  The most common routes will either be a User, a Ring Group, or a Menu.  If it is routed to a Ring Group or Menu, then the expected behavior MUST be included in those entities.  If you do not feel comfortable at this point, contact RingRx support for guidance

3.  Ring Group – if the number routes to a Ring Group, make sure the User you are troubleshooting for is in the Group

Auto Attendant – if the number routes to an Auto Attendant, make sure the option for the User you are troubleshooting for is on the option list.

Other – any other setting for the Phone Number’s route should include configuration settings to route according to the desired behavior.  This an get fairly technical and complicated, so if there is any uncertainty, contact RingRx and open a support ticket

Outbound calls not connecting

Most likely issues

In general the two most likely causes of problems with failing outbound calls include:

• Account or User is not active
• A network problem

Network Problems

Network problems in general refer to any part of the technology ecosphere that delivers connectivity of your devices (mobile app, deskphone, PC) to the internet excluding RingRx’s system.  This would include your cellular data connection, your office wired network, router, wifi, your internet service provider, firewall, VPN, security software, etc.  While most systems are setup with defaults that allow RingRx to operate without any interference, there are a number of points in this “network” than can cause problems with calls.  Symptoms can include choppy audio, no audio, one-way audio, inability to receive or place a call, among many others.

Mobile App

1. Any troublshooting should be done with the standard cell phone’s microphone.  Speakerphone, headsets, bluetooth and any other audio device other than the cell phone’s onboard microphone should be disabled, turned off, or deactivated.  If you are having problems with any of these turned on, then the problem lies with those features or devices and is not related to calls and you will need to follow other troubleshooting steps to resolve that.
2. Make sure you are fully authenticated.  From the Keypad, go to Settings, Account Setup, then tap Save. If you get an error, enter your correct password and Save.
3. If you are on WiFi, try turning your cell phone wifi off and testing using cell phone data only.  You should only do this in a place that has a strong cellular signal. If you are able to get a call on cellular data but not wifi, then the solution lies in your network wifi configuration.  Open a support ticket with RingRx for assistance.
4. Make sure you are logged in as the correct User.  From the Keypad, go to Settings, Account Setup.  Check the Username and make sure you are logged in as the correct User.
5. Make sure you are not on Do Not Disturb.  To confirm, tap Keypad, then in the upper left, tap your company name.  Make sure DND is toggled to OFF.
6. Make sure you have a solid wifi or cell phone data signal.  If it is anything below a 3 bar, then move to a higher signal area and re-test.
7. If none of these steps resolve the issues, your issue is most likely a configuration issue.   Please see Configuration Issues below for troubleshooting tips related to configuration issues.

Deskphone

TIP: A dial tone does not mean anything.  If the phone gets power, you get a dial tone regardless of whether or not you are connected to RingRx service.

1. Deskphones on WiFi are much more likely to have problems than deskphones plugged into a network cable.  If you are having trouble with any steps, and your phone is connected via wifi, try plugging the phone into a network cable directly and retest.  If the symptom changes, the issue is related to the wifi connection
2. Check the phone’s screen display for a network connection error symbol.  Depending on the model, the icon can be different by color or style.  Most will show as an exclamation mark in red or yellow.  Any symbols on the screen other than a normal green or white icon may indicate a problem.  An error icon indicates a problem with connectivity, which either means an internet or network interruption (most likely) or a phone mis-configuration (unlikely if the error is new and no changes were made)
3. Is the problem on inbound calls, outbound calls, or both?  If its only on inbound, then it is most likely a configuration issue.

Configuration issues

The only configuration issues that can affect outbound calls would include

• Device misconfiguration
• User not assigned or misconfigured

In either of these cases, the troubleshooting can get fairly technical, so we advise you to contact RingRx support for assistance