Can't hear caller

  • 1
  • 1
  • Question
  • Updated 2 months ago
  • Answered
We receive a lot of calls where there is silence on the other end. We have simultaneous ringing set up going to two different numbers, but both of us are seeing this problem.


  • 70 Points

Posted 8 months ago

  • 1
  • 1
Photo of Cecile Glassy

Cecile Glassy, Champion

  • 21,366 Points 20k badge 2x thumb
USA-based acct | 2287 Users | 3800 DID lines | 28 sites | all Polycom VVX500 phone handsets

2019-02-04 The first thing to check when you have dead-air (silence) and an advanced call handling rule, turn of the rule temporarily and log the next few calls to see if this is causing it.     

Another thing you may need to review your network settings as it could be a QOS issue due to misconfigured equipment settings.
Photo of LaVera Coleman

LaVera Coleman

  • 60 Points
me too. same problem

Photo of J.B. Ferguson

J.B. Ferguson, Champion

  • 35,964 Points 20k badge 2x thumb
Did you check out the suggestions Cecile offered here six months ago? In my experience, most situations with either dropped calls or one-way audio (like you are experiencing) is due to SIP ALG (aka, SIP Forwarding) not being disabled. That is vital for VOIP packets as SIP ALG can corrupt the voice packets.
Photo of Tina


  • 180 Points 100 badge 2x thumb
We are having the same problem and we do not have any advanced call handling rules in place on any of our phones. Also our QoS shows green across the board and I went back a couple of weeks when this all started. 
Photo of J.B. Ferguson

J.B. Ferguson, Champion

  • 36,018 Points 20k badge 2x thumb
Have you checked the status (Enabled vs Disabled) of your SIP ALG?