One-way Audio - Cannot Hear Caller

[partner-tr]

Hello,

One of our clients is having an issue where they cannot hear one specific caller. The caller can hear the client just fine, but the client cannot hear the caller. This only happens when the caller calls the client's 3CX system — this does not happen when they call anyone else.

We have ensured that "PBX delivers audio" is enabled on all extensions — this has been the case since the deployment was created. The PBX is hosted in the cloud.

Any and all help would be appreciated.
Thanks!

 

[jcostlow]

Have you tried performing a packet capture while on the phone with that person to see if there is audio being received?

This sounds like an issue with your trunk provider and maybe the underlying carrier delivering the call.

 

[VasilisV_3CX]

Hi @partner-tr,

What happens if the client calls caller? Can both parties hear each other? Does this only happen to this one caller specifically?

Where is the caller calling from? Another PXB system, or perhaps a mobile phone?