Knowledgebase

Browse articles on provisioning IP phones and troubleshooting PBX-related problems. Learn new ways to configure your phone system and maximize its functionality. Access Knowledgebase

User Guide

Read the official user guide and learn how to setup all of its built-in features. Read this guide for tutorials on call flow management (mobile app included) and softphone creation. Access User Guide

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Frequently asked questions (FAQ) are listed questions and answers, that are commonly asked. These FAQs will help answer many questions you have in mind concerning our services. Access FAQs

How to Troubleshoot One-Way Audio

Most online calls consist of four data streams. When one stream is lost or obstructed, problems arise. For instance, only one party hears the conversation, despite successful call termination.

Sometimes outdated firmware interrupts phone calls. More commonly, one-audio results from Network Address Translation (NAT). NAT allows users to hide IP addresses within a Local Area Network (LAN). It does this by translating addresses on the "inside" into a single address for the outside (and vice versa).

Firewalls may reject and block hosted PBX services registered to an internal address.

Possible Solutions

NAT may not always be at fault. If the hosted PBX system uses a public IP address, then the problem resides elsewhere. To locate it, start close to the signal and move outward, checking for hardware and software problems along the way.

For example, verify that both the earpiece and microphone work. As well, perform all necessary diagnostics on the PC when using headsets and softphones.

Should the above check out, dismantle extraneous components in the network. Plug the IP device directly into the source (router/modem) with all other services disabled. If it works, then something else in the network is causing problems. If not, it is likely the network's settings. Consult the device manual/documentation for suggested settings. Do the same for the router and firewall.

Should one-way audio persist after re-configuring the network, contact the provider for further instruction.