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+--- Forum: T5X Series (/forumdisplay.php?fid=58)
+--- Thread: T54W and Zoom Phone - can't hear person you've called (/showthread.php?tid=45154)
T54W and Zoom Phone - can't hear person you've called - gszaino - 05-28-2021 02:46 AM
We recently migrated to Zoom's Phone platform and chose Yealink's T54W as our desk phone model. We have had several reports from users that after making a call, when the remote party answers, the caller cannot hear them. Zoom's dashboard reports nothing amiss with the call.
Does anyone have any experience with this or advice on troubleshooting? The issue is intermittent and cannot be reproduced upon demand.
If I turn on logging on the phone can I leave it running until the problem occurs, then stop the logging and collect the log files? Will those files be likely to contain anything useful that could help diagnose the issue?
RE: T54W and Zoom Phone - can't hear person you've called - complex1 - 05-28-2021 03:21 AM
(05-28-2021 02:46 AM)gszaino Wrote: We recently migrated to Zoom's Phone platform and chose Yealink's T54W as our desk phone model. We have had several reports from users that after making a call, when the remote party answers, the caller cannot hear them. Zoom's dashboard reports nothing amiss with the call.
Does anyone have any experience with this or advice on troubleshooting? The issue is intermittent and cannot be reproduced upon demand.
If I turn on logging on the phone can I leave it running until the problem occurs, then stop the logging and collect the log files? Will those files be likely to contain anything useful that could help diagnose the issue?
Hi,
Reading your post I think the intermittent one way audio problem is caused by your router, not by your phone.
Check whether the router feature "SIP ALG" is not activated.
SIP ALG is intended to assist users who have phones on private IP addresses (Class C 192.168.X.X), in many cases it is implemented poorly and actually causes more problems than it solves. SIP ALG modifies SIP packets in unexpected ways, corrupting them and making them unreadable. This can give you unexpected behavior.
Hope this will help.
RE: T54W and Zoom Phone - can't hear person you've called - gszaino - 05-28-2021 04:04 AM
Thank you - I'll look into that now with my infrastructure team.