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One-way audio on inbound calls from T-Mobile callers
Posted: Wed May 25, 2022 4:40 pm
by Damein41
I work for a VOIP managed service provider and recently several of our customers with Allworx system have been complaining of not being able to hear callers from T-Mobile cellular users, but the callers are able to hear them. However, if the call is placed on hold and resumed two-way audio is then heard. We have been able to pull PCAPs on our network up to where we send the call to our customers and audio is present. We are currently awaiting PCAPs from the customers side.
Does anyone here have any insight I could pass along to our customers?
Thank you,
Damein
Re: One-way audio on inbound calls from T-Mobile callers
Posted: Thu May 26, 2022 5:17 pm
by wshrader
Damein41 wrote: ↑Wed May 25, 2022 4:40 pm
I work for a VOIP managed service provider and recently several of our customers with Allworx system have been complaining of not being able to hear callers from T-Mobile cellular users, but the callers are able to hear them. However, if the call is placed on hold and resumed two-way audio is then heard. We have been able to pull PCAPs on our network up to where we send the call to our customers and audio is present. We are currently awaiting PCAPs from the customers side.
Does anyone here have any insight I could pass along to our customers?
Thank you,
Damein
You're not an Allworx Partner, are you? If you were you would know what the problem is and how to fix it. If you have more than a few Allworx customers, you're doing them a disservice by not being an official partner. How are you accessing technical support, documentation or downloads of necessary utilities?
Now that I've ranted at you, this is a known issue and Allworx has released a firmware update to fix this. It affects the 92xx series phones.
Re: One-way audio on inbound calls from T-Mobile callers
Posted: Fri May 27, 2022 12:40 pm
by Damein41
You're not an Allworx Partner, are you? If you were you would know what the problem is and how to fix it. If you have more than a few Allworx customers, you're doing them a disservice by not being an official partner. How are you accessing technical support, documentation or downloads of necessary utilities?
Now that I've ranted at you, this is a known issue and Allworx has released a firmware update to fix this. It affects the 92xx series phones.
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Thank you, and i will definitely recommend to our management that we become an Allworx Partner this could have saved us a lot of time hassle.