One Way Audio on a Phone

One of the more common problems when making and receiving VoIP calls is when a call connects, but one party hears no audio. When determining the cause of the one-way audio, it is essential to determine if the issue occurs on one or multiple phones. If the problem occurs on one phone, the underlying cause can vary from hardware to network configuration.

Single Device

If only one device is experiencing the issue with one-way audio, there are ways to isolate the problem.  Test to see if the issue occurs both on speakerphone and on the handset.

If one works, but the other does not work, there may be a hardware issue with the phone.  Contact Nextiva support for further troubleshooting.

If both speakerphone and handset have the same problem, there may be an issue with the network configuration.  Review our Networking Guidelines to ensure your network meets our recommended settings.  If your network meets our guidelines, gather examples of one-way audio that are less than 2 days old and contact Nextiva support.  Our support team will double-check your network configuration and review your examples to better isolate the cause and resolve the problem.

Multiple Devices

If multiple devices on the same network are all having one-way audio issues, the problem usually lies within the network configuration.  Review our Networking Guidelines and confirm that your network meets our guidelines.  Once you've confirmed your network meets our guidelines, gather examples of one-way audio that are less than 2 days old and contact Nextiva support.  Our support team will double-check your network configuration and review your examples to better isolate the cause and resolve the problem.