I'm facing a frustrating issue with our SIP soft phone setup and could really use some advice. Here's some context to help clarify:
- We're using Lenovo laptops running Windows 11.
- Our docking stations are Dell WD19S, paired with HP/Poly Blackwire 8225 USB headsets.
- The problem occurs on both office and home VPN connections, with our PBX system being on-premises.
Here's what's happening: about once every three or four calls, the user can't hear the caller, but the caller can hear them just fine. When the caller tries again, it typically works correctly. We've tried various fixes, but the only permanent solution so far was to reinstall Windows on several laptops, yet there are still a few that haven't been fixed.
Interestingly, basic 3.5mm headsets work without any issues, but we'd prefer to standardize with the USB headsets.
I'm starting to wonder if the problem could be related to the headphones, a network issue, or maybe even hardware or software incompatibilities with Windows 11 or the docking stations. We've also looked into the USB ports and the latest firmware for the docking stations, but with no solid conclusions yet. Any thoughts or suggestions would be super helpful!
3 Answers
Make sure your soft phone's public address matches your VPN address. If it doesn't, the packets might not be reaching the device correctly, especially if you're using a VPN with dynamic IPs. You might also want to look into port forwarding if the VPN is causing issues.
You might want to consider if there’s a mute button on the Blackwire headset that could easily be accidentally activated. I have a Logitech headset that mutes when the mic is flipped up. It could be that someone is unknowingly muting the audio output during calls.
There is a mute button on the cord, but it announces when it's muted or unmuted, so we're pretty sure the users are aware of that. The sound issue is definitely about audio output not reaching their ears.
Have you checked the audio settings on your devices? You can prevent apps from taking control of volume levels under the advanced settings. Sometimes, applications can unexpectedly alter the volume, which might cause one-way audio issues.
It seems to be the other way around: the caller gets muted. We're going to check those advanced settings for sure!
Actually, the packets do reach the laptop—so it seems like it's not a network issue. Appreciate the suggestion, though!