Calls are Cutting Out, Disconnecting, or Dropping for Multiple Users

Overview

You are making phone calls with your clients, but you notice that some calls suddenly cut out, disconnect, or drop the call connection. This may happen to everyone on your team, your organization, or to multiple users. In particular, lots of calls may drop for everyone on the same call provider.

In the cases of the entire organization not being able to call outbound calls, the users may also report issues such as,

• Not being able to log in at all
• Pressing the dial button doesn't do anything
• Calls connecting intermittently or after multiple attempts when trying to reach the same number.

Solution

Ensure that there are no service outages for your call provider. For example, if you are using your cell phone with your mobile carrier, then you should verify whether your carrier is experiencing any disturbances in operation.

If you have control over your call provider, such as when using an office phone network, you can try rebooting your network provider.

If you are still experiencing this issue and can access the interface (can log in), then make sure you are clicking Report call quality on any affected calls. Next, raise a support ticket with the following information so that we can investigate the issues further.

• Your organization ID
• Error messages and screenshots from the affected users