T54W and Zoom Phone - can't hear person you've called

[gszaino]

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?