Can't hear caller

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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.
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WILLIAMS

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Posted 9 months ago

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Cecile Glassy, Champion

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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. https://support.ringcentral.com/s/article/9797?language=en_US
(Edited)
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LaVera Coleman

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me too. same problem

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J.B. Ferguson, Champion

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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.

https://www.voicehost.co.uk/help/sip-alg-and-why-it-should-be-disabled-your-router
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Tina

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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. 
(Edited)
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J.B. Ferguson, Champion

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Have you checked the status (Enabled vs Disabled) of your SIP ALG?