RingCentral runs SIP under the hood for all voice calls. When calls fail, audio is choppy, or connectivity breaks, the root cause appears in the SIP signaling and RTP streams. Here is how to find it using RingCentral tools and SIP analysis.
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RingCentral MVP (now RingEX) uses SIP for all voice calls. RingCentral softphones, desk phones, and the mobile app all register to RingCentral SIP servers using SIP over UDP, TCP, or TLS. Media flows through RingCentral media servers with SRTP encryption.
Understanding the architecture helps with troubleshooting:
RingCentral Admin Portal → Analytics → Quality of Service is the primary tool for diagnosing call quality issues.
| Metric | Good | Poor |
|---|---|---|
| MOS Score | 4.0+ | Below 3.5 |
| Packet Loss | <1% | Above 2% |
| Jitter | <30ms | Above 50ms |
| Latency (RTT) | <150ms | Above 300ms |
Filter by user, date range, or device type. Click any call to see per-minute quality graphs showing exactly when quality degraded during the call. This helps correlate quality issues with network events (backup job starting, video call beginning).
Analytics → Live Reports shows active calls with real-time quality metrics. Use this to identify affected users during an active quality incident.
Admin Portal → Reports → Call Log. Filter by user, extension, or time range. Failed calls show result codes:
| Result | Meaning |
|---|---|
| Missed | Call rang but not answered |
| No Answer | Call went to voicemail |
| Failed | Call could not be connected |
| Blocked | Call rejected by call blocking rule |
RingCentral audio quality issues are almost always network-related. Steps to diagnose:
RingCentral BYOC (Bring Your Own Carrier) connects your SBC to RingCentral for PSTN calls. Common BYOC issues:
RingCentral does not expose raw SIP traces to customers. For BYOC/SBC deployments, capture on the SBC side:
For softphone quality issues, enable RingCentral app logging: Settings → Help → Diagnostics → Enable Logging. Send logs to RingCentral support for analysis.
In RingCentral Admin Portal go to Analytics → Quality of Service. This shows per-call MOS scores, packet loss, jitter, and latency. Filter by user, date, or device. Click any call to see per-minute quality graphs. Target MOS above 4.0, packet loss below 1%, jitter below 30ms. For live issues use Analytics → Live Reports.
Check Admin Portal → Reports → Call Log for failed calls and result codes. Common causes: outbound calling not enabled for the user, international calling not permitted, number format wrong, or call routing rules misconfigured. For BYOC deployments check SBC connectivity and certificate validity in the BYOC configuration page.
RingCentral choppy audio is a network issue. Run the Network Requirements Test in Admin Portal → Tools. Check for jitter above 30ms and packet loss above 1% in the QoS dashboard. Common fixes: implement QoS DSCP marking for RingCentral traffic, check for bandwidth contention, test wired vs wireless, and ensure UDP ports 16384-16482 are open bidirectionally for RTP media.
For BYOC deployments, capture SIP from your SBC and upload to SIPSymposium. The analyzer identifies codec mismatches, SRTP failures, and media path issues at the RingCentral boundary.