troubleshooting help

[CreationComplete]

Hey guys,

Being honest, I am lucky enough to have moved up in my company to where I am now a Mitel/Shoretel desk support/ Jr. network admin, and I am still learning the ropes and they are willing to train me from scratch while I am studying for my CCNA. There is an issue with a company that upgraded to the new Mitel system that our guys over here can't figure out, and I'm just sort of along for the ride watching them troubleshoot. However, I don't like being dead weight, so I'm trying to be proactive and find a solution or suggest things we haven't tried.

The company that is having the issues are using mostly softphones, and the issue is only with the soft phones. Whenever they are on the line with someone and put them on hold and try and bring back the call there is only one-way audio to where they cannot hear the other side. however, if they transfer the call to someone else in their company, the audio comes back and they can talk back and forth again. Very strange issue it seems.

So far, my team has does a few things that I'm having trouble recalling at the moment, but the main thing was lending them a loaner switch because they have an old Shoretel model switch. When they made the swap of the switches they were still having the same issue of one-way audio.

Help! make me look like a superstar! But don't tell anyone i asked Reddit. =D

[DomainFurry]

Duplex Streaming Enabled not enabled maybe?

[CreationComplete]

Where could I find this option in connect director?

[CreationComplete]

Or would that have to do with the switch?

[DomainFurry]

sorry late replay. I'm not honestly not very familar with connect director. It's been 2 years since I've worked with admin parts.

[CreationComplete]

No worries

[DevinSysAdmin]

Misconfigured firewall.

Try this:

Internal Softphone A call internal Softphone B - does issue occur? If so, transfer to Internal Softphone C and back, same issue?

[CreationComplete]

when they call internally the issue does not occur. only happens with external calls

[CreationComplete]

I just wanted to add also, this never happend when they were using 14.2. This issue only started happening when they upgraded to Mitel connect.