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Troubleshooting Call Quality
One Way Audio

One Way Audio

When you or your prospect can hear only one side of a conversation, this is known as one-way audio. It usually happens in two forms: when your prospect can hear you but you cannot hear them, or when you can hear your prospect but they cannot hear you.

Symptoms

  • You cannot hear your prospect, but they can hear you.
  • You can hear your prospect, but they cannot hear you.

Causes

One-way audio often comes down to device settings or network configuration.

  • If you cannot hear your prospect, they might have their microphone muted, poor connectivity, or your own output device may be misconfigured.
  • If your prospect cannot hear you, your microphone may be muted, disconnected, or the wrong input device might be selected in your computer or phone settings.

Troubleshooting Steps

Try the following steps in order:

  1. Swap your headset: Try using another headset or borrow one from a colleague.
  2. Change the audio path: Deliver calls to a different device (such as a mobile phone or desk phone) to rule out the computer or browser as the issue.
  3. Change locations or networks: Move to a different network (for example, take calls from home or a hotspot) to see if the issue persists.
  4. Use a wired headset: Bluetooth connections can introduce latency or audio dropouts.

Check Audio Settings on Your Computer

If you are using a computer, the wrong audio output or input device may be selected.

For Windows 10 or 11:

  1. Click the Start menu and open Settings.
  2. Go to System > Sound.
  3. Under Output, choose the correct speakers or headset.
  4. Under Input, choose the correct microphone.
  5. Use the Test buttons to confirm sound is working.
  6. If needed, click Device Properties for more advanced settings.

For macOS:

  1. Click the Apple menu and select System Settings (or System Preferences on older versions).
  2. Go to Sound.
  3. Select the Output tab and choose your headset or speakers.
  4. Select the Input tab and choose your microphone.
  5. Speak into the mic and confirm the input level bar moves.
  6. Adjust volume levels as needed.

If neither of you is experiencing device issues, the problem may be related to the carrier or network.

Contact Support

If you are still experiencing one-way audio, let us know:

  1. Submit a Call Report in the dialer.

    • Categorize the call as One Way Audio.
    • Include multiple examples if possible.
    • Describe what you heard, what issues occurred, and whether it happens with certain regions or call types.

  2. Contact our Support Team if the issue is happening consistently.

Technical Insight

One-way audio can also occur when RTP (Real-time Transport Protocol) packets are blocked in one direction. This can happen due to:

  • Firewalls or NAT devices not allowing inbound/outbound audio streams.
  • Network congestion or QoS (Quality of Service) issues.

Testing for Network Issues

If audio issues persist after device checks:

  • Try a different network: Switch to a separate Wi-Fi or hotspot connection to see if the issue resolves. If it does, your primary network may be restricting RTP traffic.
  • Disable VPNs or proxies: VPN or proxy services can sometimes block or reroute RTP packets, preventing audio from transmitting correctly.

Testing across multiple networks (home, office, hotspot) helps confirm whether the issue is local or external.

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