Outbound call cannot hear recipient.

[RDECIT]

Our 3300 MXe (latest v9 build) has started doing a funny thing. You can call a number, although I don't think you hear any ringing, and you can see on your diaplay (nearly all 5340's) that the called party had picked up (This shows the Trunk Label) You cannot hear them, but they can hear you. If you hangup and press redial, generally it works fine.

This is not isolated to one set, it appears to be completey random. My only concern is that all sets have bluetooth modules on for either headsets or cordless handsets and I'm hoping this isn't the issue as we have experienced pairing issues from time to time.

 

[RDECIT]

Just a slight ammendment to the post above, our service desk have reported that when the problem occurs they do lift the corded set to try and talk to the recipient but they still have no voice.
I've tested this on a good call and lifting the corded handset, this cuts the headset off to take over the call.

 

[UncleRalph]

I'd guess it's a trunk issue. Could be a specific trunk or somewhere in the network of your carrier.

You're going to have to narrow it down a bit.
You'll need to check SMDR records to see if you can ID a specific trunk.
Also, verify if your trunk group is circular or terminal. If it's circular it and the problem is with a specific trunk, the problem will seem more random. If it's terminal the problem may appear to happen in batches - several one after another.

If you can pinpoint it to a specific trunk you can remove it from the outbound trunk group until you can have either your vendor or carrier repair the issue.

Ralph

 

[RDECIT]

Our Trunk Group is a terminal group of 12. I've removed the trunk tag so that when calls are made the trunk number is displayed on the sets. I can get people to report the issue back to me with the trunk number.

 

[Mitelpassion]

had a similar problem a few weeks ago. totatlly random one way audio.

after two weeks - the network switch was replaced.

check controller logs. is the one way audio in our out audible? is the direction always the same?

check switches for packet drops errors etc.

if possible isolate a few phone on different network switches.

 

[kwbMitel]

MitelPassion's suggestion is a good one.

Especially if the phones are on a different subnet than the controller. You might have routing issues.

*******************************************************
Occam's Razor - All things being equal, the simplest solution is the right one.

 

[IrwinMFletcher]

If you are suspecting packet loss: When the call is made and you don't hear anything, try to conference in another party. If you can hear the other party (say another local IP set) and they can hear you, but the LS trunk can't hear you or the other IP set, then I wouldn't suspect packet loss. For that to be the case, you would have to lose packets from both IP endpoints....although I suppose it could be a router/switch issue.

Ok, scrap that, do the same test but conference in an external trunk party. That way the two external parties should be able to hear each other if it was an IP issue.

 

[Mitelpassion]

Also try moving your controller to a different switch if possible.

does this happen on internal calls too mabye or only when the controller is involved?