RingCentral Integration - Connectivity Issues - is it ProsperWorks or RingCentral?

When a call is made from the ProsperWorks web app it passes through multiple systems. If a call fails, it can be a challenging task to identify which component caused the failure. Here are some guidelines to help troubleshoot connectivity issues.

If any segment in a connection fails, the user will complain of a bad call experience. However, we can only influence the beginning segments in the connection (grid 1 and 2 below).

The steps below are provided to troubleshoot a specific issue when a call is initiated in a browser but the call actually never goes through. 

With these steps we can at least rule out (or confirm) if the bad connection is caused by ProsperWorks.

  1. Right click on the call bar

  2. In the pop up menu select “Inspect”


  3. A new window will open titled “Developer Tools - https:// …”

  4. In the new pop up window select “Console”


  5. Click on the icon in the top left corner


  6. Select “Errors” from the filter menu. If you see any red messages on your list then take a screenshot of it and send it to

    https://prosperworks.zendesk.com/hc/en-us/requests/new

    .

 

If there are no errors, here are some tips for possible major connectivity issues:

Browser issues


Browser connection issues

RingCentral server connectivity issues


Callee’s connection issues

 

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