To resolve or diagnose your issue please follow the troubleshooting steps provided below:
DESCRIPTION: You can hear the caller but they cannot hear you and vice-versa; issues like this are called "One Way Audio".
FYI: More than 95% of "One Way Audio" issues are caused by your local network or CPE (Customer Premise Equipment) such as routers, switches, computer(s), cables, headset or generally a NAT (Network Address Translation) related issue. To better understand what NAT is all about please click the link for NAT (Network Address Translation) or check the video How Network Address Translation Works.
IP Phone (e.g. Yealink)
• Make sure all the cables are properly connected to your IP Phone
• Test your handset's microphone and speaker end by dialing 600 (this echo test will allow you to hear your voice when you speak on your microphone)
Softphone (e.g. NCH Express Talk)
• Make sure that your headset is properly connected to your computer
• Test your headset's mouthpiece and earpiece by dialing 600 (this echo test will allow you to hear your voice when you speak on your mouthpiece)
NOTE: Click the link for IP Phone Related Issues or Softphone Related Issues to help isolate any issues you have depending on what VoIP Telephony Device you're using.
• Check if you can access different websites properly
• Check if your internet speed is normal (test your speed by accessing Speedtest.net)
NOTE: VoIP is based entirely on how well your internet connection works. Issues indicated above or issues such as No Connection, Slow Internet Connectivity, Disconnections etc. You need to report the issue to your ISP.
NOTE: Do this next step if there are no issues with your internet connection. This will help refresh your network to make it more efficient and 90% of VoIP related issues are resolved by doing this step.
For IP Phones:
• If you have additional routers or switches connected to your network remove it from your setup
• Plug your phone directly to your router / modem to see if it works well
• Disable any Firewall or Security Software on your computer
• Try booting your computer to Windows Safemode with Networking (applicable for Windows users only; please do not do this if you're not technically inclined)
NOTE: This process will help bypass any issue coming from your network setup or any application on your computer that may hinder VoIP to work properly.
WARNING: This is the technical section of this tutorial. You need assistance from either your OEM (Original Equipment Manufacturer) or ISP (Internet Service Provider) in order for you to do this next step.
• Check the NAT settings of your router
• Set exemptions or allow ports for SIP Signaling: 5060-5062 (UDP) and RTP Audio / Video: 10240-15000 (UDP)
NOTE: Seek assistance from your router / modem's OEM if you purchased it from a store. Seek assistance from your ISP if router / modem is provided by them.
RELATED LINKS (11 RESULTS): Support
REMINDER: You can also download the attached PDF version of this tutorial.