Voice barely audible during incoming call

[Chris708]

Thanks for those who responded but I just want to hilight that this issue was resolved and was a user issue. The resolution/findings are in the midst of my post at 03-03-2019 02:00 AM. Here is the post with the specific line pointed out.

Quote:I did a number of things to troubleshoot this issue.
Packet capture, syslog, swapped handset + cord, swapped entire phone, upgraded firmware --- all to no avail.

Turns out the user was moving the handset mouthpiece so that it rested under her mouth/chin to use both hands, causing the mouthpiece to be muffled.

I had that suspicion and asked numerous times if the user was doing something 'different' when the audio problem occurred and the reply was 'no'.
It took an onsite tech to prove that, in fact, the user was moving the handset as described above. I am guessing, in favor of the user, that they was probably just doing this without thinking about it and I did not specifically ask, are you moving the handset away from your mouth...now I know.
We ended up ordering a headset.