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Mitel Forums => Mitel MiVoice Business/MCD/3300 => Topic started by: ausername on April 27, 2021, 11:02:51 AM

Title: Call is answered but there's no sound
Post by: ausername on April 27, 2021, 11:02:51 AM: 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!
Title: Re: Call is answered but there's no sound
Post by: sunspark on April 27, 2021, 12:39:02 PM: check that the handset cable is plugged into the correct port.
With loudspeaker does it work?

then both phones are in the same subnet?
Title: Re: Call is answered but there's no sound
Post by: ausername on April 27, 2021, 12:50:51 PM: 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!
Title: Re: Call is answered but there's no sound
Post by: sunspark on April 27, 2021, 12:56:56 PM: Quote from: ausername on April 27, 2021, 12:50:51 PM
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
Title: Re: Call is answered but there's no sound
Post by: ausername on April 27, 2021, 01:09:04 PM: Quote from: sunspark on April 27, 2021, 12:56:56 PM
Quote from: ausername on April 27, 2021, 12:50:51 PM
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
Title: Re: Call is answered but there's no sound
Post by: ausername on April 27, 2021, 01:13:46 PM: I checked physically and the handheld is plugged into the right port
Title: Re: Call is answered but there's no sound
Post by: lundah on April 27, 2021, 09:46:50 PM: Are the phones on the same IP subnet? sounds like an issue with network settings.
Title: Re: Call is answered but there's no sound
Post by: bioreit on April 28, 2021, 11:31:51 AM: Quote from: ausername on April 27, 2021, 11:02:51 AM
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.
Title: Re: Call is answered but there's no sound
Post by: ausername on May 04, 2021, 08:04:05 AM: i will do that for the time being and see if the issue persist.

have a good day!
Title: Re: Call is answered but there's no sound
Post by: mpprevost on May 13, 2021, 04:01:30 PM: This happens here randomly as well. I've found just rebooting the phone seems to fix it about 98% of the time.