Reports of one-way audio?

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kim asked May 17, '16 kim commented May 18, '16

Reports of one-way audio?

We have had reports from some customers regarding one-way audio and our engineers are currently investigating this. We will let you know what we find as soon as possible.

At this time we need more information:

Description if you have further details
Call samples: Date, Time, Called To number, Called From number, and results (note in your case and mention case number below)
Traceroutes (post screenshot here)
Who is your ISP?
What part of the country are you in?

Parent case #04641158

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Answer 1 · 2016-05-17T19:47:50Z

mikhael2016 answered May 17, '16 mikhael2016 commented Sep 14, '16

We are having this issue too, case# 04640410.

1 way audio complaints
Picking up the handset does not connect the call, phone continues to ring.

I have reset our modem and phones, nothing has worked.

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kim commented · May 17, 2016 at 08:10 PM

Thank you for providing the necessary info in the case!

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kim commented · May 18, 2016 at 12:49 PM

Mikhael - I just wanted to check in with you. Are you still experiencing this issue? You may also want to check with your ISP.

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mikhael2016 commented · May 18, 2016 at 04:49 PM

Hi Kim,

Thanks for the reply. We haven't had any issues yet but it's early, will keep my fingers crossed.

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Answer 2 · 2016-05-18T16:35:33Z

Phillip answered May 18, '16 Phillip commented Jun 22, '16

One thing that we have noted, on our end users, is that whenever one sided audio occurs, it's usually due to a misconfiguration on the end users router. The vast majority of these configurations stem around the SIP/ALG gateway settings on most modern routers. For the softphone, especially, if the SIP/ALG is enabled, the RC calls will work occasionally, but often, the phone will ring, you will hear the client, but the client cannot hear you.

Disabling said option on the router clears the issue up immediately. Not stating that this is what is causing YOUR issue, but it is something we can have come across :)

--Phillip

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Phillip commented · May 18, 2016 at 04:57 PM

For most end user configurations, checking it is rather trivial: Access the router configuration via the IP address of the router, go to advanced settings (usually), and see if SIP/ALG is enabled. If it is, uncheck, let the router restart, and you are good.

For those routers who have SIP/ALG enabled, but cannot disable, or do have SIP/ALG but don't show the option, you can usually get around the issue by setting the SIP clients to register on port 5062 (which bypasses SIP/ALG altogether).

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mikhael2016 commented · May 18, 2016 at 04:52 PM

Thanks Phillip, yes I do need to check that out. Another Ringcentral CSR mentioned that to me earlier, I just don't know how to go about it so I need to research it.

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Answer 3 · 2016-05-18T18:18:20Z

walker12 answered May 18, '16

This reply was created from a merged topic originally titled People calling into our office have issues hearing us. Beginning yesterday, we are having issues with incoming callers being able to hear us. This is the same for all phones within our office. There seems to be certain times that we have no issues, then there will be a few hours of bad calls, and then it will go back to normal. Any ideas?

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Answer 4 · 2016-05-18T19:14:21Z

walker12 answered May 18, '16 kim commented Sep 14, '16

We saw the issue beginning 5/17/2016. In our case the call is answered, we can hear the caller just fine, but they can only hear bits and pieces of what we are saying.

ISP: Comcast
Location: Utah

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kim commented · May 18, 2016 at 08:47 PM

The trace route looks good, it is reaching our server. The symptoms you mention regarding the User can hear the outside caller clean but the outside calls hears them breaking up...I recommend opening a web case so someone can work with you directly.

Please verify that the port ranges are open on your firewall (port triggering) > Attach screenshot of verified open ports to case.
Attach screenshot of the above traceroute to case.
List 3 recent call samples (within 24 hours) in case: Date, Time, Called To, Called From, and result.
Post case number in this thread.

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