Forum Discussion
Unable to hear the caller
We are currently experiencing significant difficulties with our phone system, as we are unable to hear the person on the other end of the line when a call comes in for approximately 50% of the calls. This issue persists for calls directed to the call queue as well as individual end users. Our setup utilises Microsoft Direct Routing in conjunction with Gamma.
Despite testing the system on three separate networks, the problem remains. It also affects all devices, including Yealink, Windows, Android, and iOS, regardless of updating them to the latest Teams version.
With our call queues operating in conference mode, we have attempted to disable this feature but to no avail. Gamma has conducted a call trace and reported that they were able to hear both sides of the conversation. We would greatly appreciate any assistance in addressing this ongoing issue.
Hi All,
After being unable to fix the problem, we decided to transition to Microsoft Teams - Operator Connect Service. This move has addressed all our concerns and our phone system is now functioning correctly.
@Steven Collier SimonLangleyYork I would like to extend my gratitude to everyone who provided assistance and support during this challenging period. Your help has been greatly appreciated.
Best regards,
15 Replies
We are having a very similar issue to you - which started on 10th April.
We have one-way audio/silent calls which has affected our business to the point where we have had to initiate our BCP plan.
We use Teams Direct Routing with Gamma, who also have run traces on the call traffic. It looks like the issue is after the SBC on Microsofts end. We too have tickets open with Gamma and Microsoft.
18 days and counting......
Here's hoping it's sorted soon.
- Hi Emma, we are in the process of moving everything to Microsoft. We have added Microsoft Calling Plans, and have forwarded the numbers from Gammas platform directly to the new number from Microsoft and everything is working correctly. We have spent a lot of time with Microsoft and they think it is Gamma not using the correct version of the SBC software. However Gamma are absolutley useless at replying to us. We just said enough is enough and moved.
We also have two customers reporting the same issue that either they cannot hear us, or we cannot hear them. If they cancel the call and then ring back straight away then the call and quality of the call is fine.
It sounds like we are using the same setup with Microsoft Teams, and Direct Routing through Gamma.
We have registered this fault with Microsoft and Gamma, who both at the moment aren't providing any level of support.
Another company that we do not have any business connections with have also reported the same problem too.
The problem for us started when we returned from the Easter break, everything was working fine up until this point.
- SimonLangleyYork Interestingly, our issue also began after returning from the Easter break. We are using Gamma as our SBC provider.
I have been in contact with Gamma, and they claim they cannot do anything to resolve the issue. Additionally, we have not received a response from Microsoft, which is causing our customers to become increasingly unhappy.hadimarashy Gamma are a partner of Microsoft and will be able to raise calls to them directly, it very much sounds like the issue is between them and Microsoft. There is so little you can do to diagnose the issue, it needs the SBC operator to be talking to Microsoft.
SimonLangleyYork Who is managing the SBC, Gamma? This would sound like an issue with the configuration there and since it would seem like multiple Gamma customers at the same time I would suggest they are the one's to pressure for a fix.
