End User - Random Incoming and Outgoing call issues

[Jerrydavis]

Hello,

I'm an end user trying to sort out an intermittent problem that our Service Provider/Mitel partner can't or won't help with.

Working from home - On an incoming or outgoing call I am unable to hear the caller/callee intermittently, this is happening to approx 60% of the calls. The only way to overcome this issue is to put the call onto hold and return to the call, then I can hear them.

I can't understand why its so random?

Has anyone else come across this?

Thanks,

[ralph]

We need to know a few things.
What's the type of phone you have?
Is your server a MiVoice Business server or something else?
Is your phone connected over a VPN or through a Teleworker server?
Do you lose audio midway through the call or does the call start out being bad?
Do you have the same problem when calling other internal extensions or is it just external calls?

Ralph

[lundah]

I've got an idea of what it may be, but need a lot more detail on your setup to know if my hunch is correct.

[Jerrydavis]

We are using 5330e phones
The server is MiVoice
We think that it has a Teleworker Server as we dont login to a VPN

There is no transmission as soon as we answer the call or when we make an outgoing call. If we put the call onto hold immediately after we answer and then return to the call, we can then hear the caller. We don't call internal extns as all the calls our either inbound or a few outbound

Its affecting 60-70% of all calls - the rest are OK

TIA

[Jerrydavis]

Can anyone help?, this is driving us mad!

[ralph]

My first guess is that perhaps there may be a firewall issue.
Perhaps putting the call on hold and taking them off hold again changes RTP ports, thus allowing the calls through the firewall.
You're firewall engineer may be able to check logs when it happens to see if there is blocking going on.

Ralph

[lundah]

My first guess is that perhaps there may be a firewall issue.
Perhaps putting the call on hold and taking them off hold again changes RTP ports, thus allowing the calls through the firewall.
You're firewall engineer may be able to check logs when it happens to see if there is blocking going on.

Ralph

On the newer (9.1 or newer) MiCollab I've seen having "Relax Set RTP Checks" get in the way of this as well, though more with MiCollab mobile softphones than desk phones, but the root of the issue is the RTP port is outside of an allowed/expected range/value as Ralph says.