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KennyCII's avatar
KennyCII
Freshman
8 years ago
Solved

Voice disconnects when receiving an iMessage

New 21-day-old customer here.  We just started using our voice service last week (after our previous number was ported over).  I've had several instances where my active call gets disconnected when I...
  • Liz's avatar
    Liz
    8 years ago

    Hi KennyCII,

     

    Got a quick turn around from our engineers on this one, a real fascinating case. I don't know the specifics, but apparently the frequency of the default iMessage tone causes the call to drop. To test, can you please try changing the notification tone for iMessage and let me know if incoming messages still disconnect the call?

     

    Also, do you recall the times during which the iMessages have dropped your calls? This would help our VOIP engineer pinpoint these drops in the logs.

     

    Your cooperation, patience, and understanding are much appreciated.

     

Liz's avatar
Liz
Moderator
8 years ago

Good morning KennyCII,

 

Thanks for posting and welcome to the community! That sounds odd, never heard of that happening before, thank you for letting us know. Let me send this up to our VOIP folks for their input.

 

Your patience and understanding are much appreciated.

 

Liz's avatar
Liz
Moderator
8 years ago

Hi KennyCII,

 

Got a quick turn around from our engineers on this one, a real fascinating case. I don't know the specifics, but apparently the frequency of the default iMessage tone causes the call to drop. To test, can you please try changing the notification tone for iMessage and let me know if incoming messages still disconnect the call?

 

Also, do you recall the times during which the iMessages have dropped your calls? This would help our VOIP engineer pinpoint these drops in the logs.

 

Your cooperation, patience, and understanding are much appreciated.