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

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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.
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FuneralDIR

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Posted 2 months ago

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Jim Strain

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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
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FuneralDIR

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Desk phones only.  The Softphones seem to work just fine.
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FuneralDIR

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We've got the firewalls wide open.  If it was the firewall I would expect it to be all the time.
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Jim Strain

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look at the doc Network setup Advanced on the RC website check settings may help
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Saadet - Community Support, Official Rep

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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?
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FuneralDIR

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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.

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Saadet - Community Support, Official Rep

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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.
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FuneralDIR

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No it's happened on my handset and headset both.  
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FuneralDIR

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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.
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Jim Strain

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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
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FuneralDIR

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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?
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Jessica - Community Support, Official Rep

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Hey FuneralDIR, 

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