Call is answered but there's no sound

[ausername]

Hey guys,

We have a situation where some of ours are having issues with internal calls.  A user will call a coworker, the phone rings and when answered there's no sound on each end.  What configurations could be put in place to diagnose this situation?

thanks!

[sunspark]

check that the handset cable is plugged into the correct port.
With loudspeaker does it work?

then both phones are in the same subnet?

[ausername]

It's an intermittent issue; therefore I can't ask them to check if speaker phone works at this moment but I will let them know.

Also, the phones are in the same subnet.

thanks!

[sunspark]

It's an intermittent issue; therefore I can't ask them to check if speaker phone works at this moment but I will let them know.

Also, the phones are in the same subnet.

thanks!

I have already had this case, the user had plugged the handset cable into the headphone port

[ausername]

It's an intermittent issue; therefore I can't ask them to check if speaker phone works at this moment but I will let them know.

Also, the phones are in the same subnet.

thanks!

I have already had this case, the user had plugged the handset cable into the headphone port

Yikes,   but then it wouldn't work 100% of the time, right?  In our case, the issue occurs sometimes, not always

[ausername]

I checked physically and the handheld is plugged into the right port

[lundah]

Are the phones on the same IP subnet? sounds like an issue with network settings.

[bioreit]

Hey guys,

We have a situation where some of ours are having issues with internal calls.  A user will call a coworker, the phone rings and when answered there's no sound on each end.  What configurations could be put in place to diagnose this situation?

thanks!

What's the phone model? We had a few faulty 6930 units - some had no audio when using the receiver, others would have no audio when using a headset, a couple would have no audio over speaker. That was 100% of the time though, rather than intermittent - but intermittency like that implies a local hardware failure to me.

If you can, I'd be tempted to swap out the 'problem' phone with another known-working phone in a completely different area - if the fault follows the phone, it's broken and either repair or send it to live on a nice farm somewhere. If the fault stays with the user, it's a networking issue (or the user - had one who kept yanking the curly cord straight while on the phone, then complaining of crackling....). Also might be worth swapping out the curly cord and receiver for a known-working one first, in case those have somehow died.

[ausername]

i will do that for the time being and see if the issue persist.

have a good day!

[mpprevost]

This happens here randomly as well. I've found just rebooting the phone seems to fix it about 98% of the time.