Incoming caller can't hear user after a long conversation.

[kjk165]

Hello,

I have a customer who has a Partner ACS phone system. His issue is when he is on a call for a long time, longer than 15 minutes, the caller can no longer hear him. The customer can hear the caller just fine, but the caller can no longer hear my customer. We have switched out the phones 3 times now. Changed one handset and cord. Moved him to another jack location. Ran a new cable and jack. We are still continuing to have this issue. We even moved his extension to another expansion module and gave him a new extension.

Of course this is a intermittent problem. No one else in the office seems to have this issue. We have tried to reproduce the problem but can't get the problem to reproduce itself. My thought is that its a line issue from the carrier or the caller on the other end. But our customer states this happens with multiple callers from different areas. It just isn't from the same caller.

Any suggestions?

 

[jsaad]

what type of carrier?

 

[Telecomboy]

I bet it is a line issue. This user might be the only one who stays on the line for 15 min or more. I would try to distinguish what line they are using when the issue happens. Then, go on-site with a test set and make a call on that line outside of the system using your test set. See if the issue happens outside the system after 15 minutes as well.