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Conference Call Troubleshooting

It's a rare day when one of customers call and says they've been unexpectedly knocked out of a conference call.  But it happened this past week, and with a new customer nonetheless.  When we get these kinds of reports, we roll up our sleeves and open a trouble ticket immediately.  When we say we offer reliable phone conference call service, we mean it.  But the more we looked into the problem, the more it didn't make any sense.  The customer was using one of our most reliable conference bridges.  Despite being used regularly by over 200 clients we've directed to use that bridge, no one else had reported any problems.  Meanwhile, our customer was saying he was getting heat from his CEO to switch conference services.

Fortunately, our customer contact was not only insightful, but a bit of Sherlock Holmes.  He told us that participants were calling from Canada and that they were using international phone cards to access our conference bridges.  So he tried an experiment the next day.  He instructed everyone to stop using the phone cards, and just dial into the bridges directly.  Needless to say, everything worked without a hitch and the culprit was uncovered -- it was the phone cards that were breaking the connection, not our conference call service.  He was gracious enough to call us and tell us that the problem was on his end, not ours, and he thanked us for our efforts to help.  He's ordered several more conferencing accounts and is pleased as punch with our service.