question

funeraldir9643 avatar image
funeraldir9643 asked jessicahernandez16518 answered

One sided conversation but put the call on hold and pickup the call will work perfectly.

We are having an issue where a call comes in and we can only hear one side of the conversation. BUT you can put the call on hold and pickup the call will work perfectly.
topic-default
1 |1000
Toggle Comment visibility. Current Visibility: Viewable by all users

Up to 8 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

10 Answers

·
jim-strain11107 avatar image
jim-strain11107 answered

sounds like you have an internal network issue, check your QOS see if you have any issues if not check Ports, also is the call on a softphone or desktop
1 |1000
Toggle Comment visibility. Current Visibility: Viewable by all users

Up to 8 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

funeraldir9643 avatar image
funeraldir9643 answered
Desk phones only.  The Softphones seem to work just fine.
1 |1000
Toggle Comment visibility. Current Visibility: Viewable by all users

Up to 8 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

funeraldir9643 avatar image
funeraldir9643 answered
We've got the firewalls wide open.  If it was the firewall I would expect it to be all the time.
1 |1000
Toggle Comment visibility. Current Visibility: Viewable by all users

Up to 8 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

jim-strain11107 avatar image
jim-strain11107 answered

look at the doc Network setup Advanced on the RC website check settings may help
1 |1000
Toggle Comment visibility. Current Visibility: Viewable by all users

Up to 8 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

saadetswift16514 avatar image
saadetswift16514 answered
Here's the article that Jim is referring to :)

Also, is this happening on every phone? Or some phones? If you answer the call on speaker phone, do you have this issue?
1 |1000
Toggle Comment visibility. Current Visibility: Viewable by all users

Up to 8 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

funeraldir9643 avatar image
funeraldir9643 answered funeraldir9643 commented
We have the article and the proper ports open.  The one sided calls happen randomly across all our locations (500 plus users) and they are always desk phones.  We have not tested the speaker phone test but placing the call on hold and then off works every time.  One time I placed a normal call on hold and the call went one sided.  I just placed them back on hold and was able to pick up.

2 comments
1 |1000
Toggle Comment visibility. Current Visibility: Viewable by all users

Up to 8 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

saadetswift16514 avatar image saadetswift16514 commented ·
Hmmm....I would test the speakerphone because I'm almost wondering if the cords connecting the phone to your internet source or the handset to the device itself on some of your phones are bad or something? I've seen some wonky behavior when those things are going bad.
0 Likes 0 ·
funeraldir9643 avatar image funeraldir9643 commented ·
No it's happened on my handset and headset both.  
0 Likes 0 ·
funeraldir9643 avatar image
funeraldir9643 answered
Nope the phone(s) are new and the cabling is too.  I first thought is was just our locations but when it happened to me I had just put the person on hold and picked up they could not hear me till I put the on hold again.  This was on my desk phone with a 250meg fiber circuit Vlan'd.
1 |1000
Toggle Comment visibility. Current Visibility: Viewable by all users

Up to 8 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

jim-strain11107 avatar image
jim-strain11107 answered
hi jim again . i have just had a number of my customers report the same thing. on checking ( this is in western Canada) I found all of the Customers experiencing this problem were on the Shaw network. all of my Telus Fibre Customers worked fine. Jim
1 |1000
Toggle Comment visibility. Current Visibility: Viewable by all users

Up to 8 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

funeraldir9643 avatar image
funeraldir9643 answered
Had another batch of calls come in that were one sided.  The location put them on hold and that fixed the issue.  This was our NY locations.  I looked at the logs and the calls completed ok and showed no issues.  Any news out there why this is a strange fix and how do we stop the one sided calls?
1 |1000
Toggle Comment visibility. Current Visibility: Viewable by all users

Up to 8 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

jessicahernandez16518 avatar image
jessicahernandez16518 answered
Hey FuneralDIR, 

At this point, I think your best option is to open up a ticket with Support for additional assistance :) 


1 |1000
Toggle Comment visibility. Current Visibility: Viewable by all users

Up to 8 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

Write an Answer

Hint: Notify or tag a user in this post by typing @username.

Up to 10 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.