Solved One way audio TEAMS to 3CX

[gio.ruga]

Hi All,
I setup the direct routing for Teams following the best practices, but when I call an external number or a 3cx extension, I can hear the receiver but he cannot hear me.
The 3cx is behind a firewall and I setup all the rules needed.

Can you help me?

thanks

Giorgio

 

[NickD_3CX]

Hi Giorgio,

First pleace run the Firewall Checker and make sure all tests pass. This can be done from the 3CX Dashboard --> Firewall.
Even if it already reports green and you have run it in the past, please repeat it now.

Also one more question, you you register a 3CX Extension using the 3CX app, and call the same external number, is there still one-way audio?
Also does the same happen when you dial from a 3CX Extension to another 3CX Extension?

Last, you say one-way audio. Which direction has the problem. When you are calling your Teams client, the external caller can hear you, but you can't hear them?

 

[gio.ruga]

Hi Nick,
thanks for the answer, here the situation:
- firewall test done today and pass
- in both cases 3cx to external and 3cx to 3cx there's a normal two way audio call
- when I call from Teams to 3cx/external, i can hear, but the call receiver cannot hear me.

Thanks

 

[NickD_3CX]

OK, so this narrows things down to Teams, which is good.

I am going to ask the obvious here, but have you checked the mic settings on the Teams client and the mic in general that it works?

If that's OK, please do 2 more quick tests. From the Teams client:

• Call *777. This is the 3CX Echo Extension, if you talk, do you hear your voice back?
• From your Teams client, if you call another Teams user, do you have 2-way audio there?

 

[gio.ruga]

mic volume is ok.
- callin *777 i cannot hear my voice back
- teams to teams (calling the 3cx extension and answering in teams) same thing, the receiver cannot hear

 

[NickD_3CX]

- teams to teams (calling the 3cx extension and answering in teams) same thing, the receiver cannot hear

Sorry if I wasn't clear on that last part, I mean calling directly via Teams, without going through 3CX.

 

[gio.ruga]

a normal call teams user to teams user works fine

 

[NickD_3CX]

I'll send you a PM shortly.

 

[NickD_3CX]

Just for others reading this post, the issue turned out to be a routing issue between the 3CX server and the internet that was affecting only Teams.
After correcting this, the issue was resolved.