One-way audio

Customer checks:

1. Is the microphone muted or the speaker volume at 0?

If you can hear your correspondent but he can’t hear you, check the “mute” button on your phone.

If you can’t hear your correspondent but he can hear you, try to adjust the volume on your phone.

2. Is the problem related to hardware?

Try to change the device you’re using for the call.

If you’re using the headset try to use the handset

If you’re using the speaker try to use the handset

If you’re using the handset try to use the speaker

If any of this has solved the problem, ask your administrator to change your device (headset or phone).

Agent checks:

1. Does the problem occur with desktop or mobile?

Usually, computers and phones are separated on different networks, with different sets of security rules.

If the problem does not happen when a desktop softphone is used, it’s probably a firewall-related problem, make sure the audio track is authorized to get through it.

2. If the problem occurs on all devices you would need to raise it to P2 as it is most likely a Gamma issue.

Helpful link to send the customer:

https://bonline.elevio.help/en/articles/284-the-call-is-ongoing-but-the-audio-is-only-working-in-one-direction-or-not-working-at-all