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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....
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,
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.
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.
Hi Steven,
StevenC365 Unfortunately, our attempts to resolve the phone system issue have not been successful. Gamma is unwilling to provide assistance, and Microsoft has been slow in responding. The only feedback we have received from Microsoft is the following:
2206 2023-04-17T09:41:19.557 Error CallingBotService waitForCallRegion failed with error: Timed out waiting for call.region after 10000ms
4452 2023-04-17T09:41:09.547 Error CallAudienceBotMixinImplementation Data channel disabled/not started/pluginless
2628 2023-04-17T09:41:10.792 Warn CallingEventsPublisher Active content sharing start failed subscription present, skipping subsequent initialization
3824 2023-04-17T09:41:10.215 Warn MeetingInfoExchangeProvider errorReason=Conversation [object Object] is not private or channel., meetingType=undefined
4452 2023-04-17T09:41:09.547 Error CallAudienceBotMixinImplementation Data channel disabled/not started/pluginless
I am uncertain of the meaning of the above. In the meantime, our business continues to suffer due to the unresolved issue.
Any guidance or support would be greatly appreciated.
Many thankshadimarashy to see if the same problem persists, we have setup call forwarding in the GAMMA SIP Trunk website to forward all incoming calls on our main telephone number to a mobile number. This will bypass the Microsoft Teams system completely. I am hopeful that if the issue persists by bypassing Microsoft that then it proves that GAMMA are the underlying fault.
Where did you get the logs from or is that what Microsoft gave you?
Thanks
Simon
- Hi Simon,
SimonLangleyYork Per Microsoft's request, I obtained the SBC logs from Gamma and sent them to Microsoft for further investigation. In response, Microsoft provided the log mentioned above.
Thank you for your suggestion. I will also forward the calls, which should help in identifying if Gamma is at fault in this situation.
Many thanks,
