Forum Discussion

Copper Contributor

Apr 17, 2023

Solved

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....

Administrator

calling

microsoft teams

Quality & Performance

hadimarashy
Apr 24, 2023
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,

Emma_Skeith

Copper Contributor

Apr 27, 2023

hadimarashy

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.

SimonLangleyYork

Copper Contributor

Apr 28, 2023

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.